I haven't played xbox live in at least 6 months. They charged me again for another year and I'm trying to cancel it but I can't seem to remember my login info which I haven't used for years. I contacted support and this was their response:
Yeah, customer service has been a huge problem. Not only that, they are susceptible to a lot of social engineering attacks as well. There were several people who lost their accounts to social engineering hackers who simply duped these people into turning over their accounts.