After having listened to audiotapes that execs found “painful,” Microsoft has owned up to the fact that some of its Xbox Live support center agents have fallen for pretexting and have given away personal information that could have potentially enabled pretexters to hijack accounts.

“The [Xbox Live] network isn’t being hacked–[but] through working with [security researcher] Kevin Finisterre, we found out that people were socially engineering or pretexting our support center agents,” said Larry Hryb, director of programming for Xbox Live, in an interview with eWEEK.