some reason years ago i made and add some xbox account and now cant remember the details. cant do cross save until i work out the details and cant remove it because again dont know the details.
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this is personal exeperiense i had as well and after going through the process both parties have been 0 help with getting it resolved. In my honest opinion i would not worry about it and just keep playing on the account that you are currently on. Yoou wont get anywhere and the people here on tech support are useless