12,000 credits owed and no help from Customer Services

ruSHHton · Jan 25, 2018

I messaged on this forum 4 months ago now, trying to access the credits I am apparently entitled to being part of the Rewards programme... Apparently there is an issue on my account, but when I go to fix it there is nothing to fix!!

Last time I messaged on here I got a useless, basically saying there is a known problem but there is no confirmed date for this to be resolved. Well I think 4 months is more than adequate waiting period!

I've spoken to someone on your live chat who was useless and quite frankly lied to me about everything that was going to 'happen' and I am getting pretty fed up with this lack of any customer service from the Microsoft & XBox rewards teams. For such a major
international company who offers one of the largest consumer platforms in the world, my experience of your consumer care is shocking!

Can I request a call at some point this weekend, GMT as well, not Pacific Time, I am a UK customer and you have ZERO UK based customer services. My number is recorded in my account, and I am hoping and expecting that this will going to be resolved in the
near future!

XBox has always been my preferred console, despite the fact your competitor produces by far the better console-exclusive titles, but I am seriously considering switching brands if this cannot be resolved. I know you losing one customer isn't even a pebble
in the ocean, but hopefully you, as employees of XBox are as passionate as I when it comes to your allegience, and so it is with hope that this can be resolved soon!

Many thanks,

:)

British star · Jan 25, 2018

Credits not rewarded.

I have been waiting for 3 months for over 12,000 points to be credited to my account, after messaging yourselves over a month ago and being told it will be sorted, the credit has still not been added to my account. I’am quickly becoming very disillusioned
with the Xbox brand, as a loyal customer for over 10 years I feel very under valued by my treatment. With the rewards program ending this month I get the impression I will lose the points and credit owed. I have dealt with Nintendo’s reward program and have
never been treated with the disregard Xbox have shown. I just want this issue resolved!

SkyApplex · Jan 25, 2018

Registering for Xbox Live Gold

No Answers from Microsoft. I am SO UNHAPPY with POOR Customer Service - no Service. No Escalation Path and this is a crazy problem. Anyone Help ????

XBLRewards8 · Jan 29, 2018

Hello ruSHHton,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a secure database not under our control, we have escalated the problem and it is currently being worked
on by another team. At the current point in time, they have not yet provided us with an approximate solution date, but have occasionally placed fixed deposits. If such a deposit occurs, you will be able to see their deposit as currency from your commerce page
at (Sign in to your Microsoft account), where they will be listed as a refund with a negative amount.

Please note that this forum is the only place to receive support for the Xbox Live Rewards program, and phone support is not fully informed on our program. We apologize for the inconvenience, and ask for your patience while our other team works on a solution.

XBLRewards8

Hello ruSHHton,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a secure database not under our control, we have escalated the problem and it is currently being worked
on by another team. At the current point in time, they have not yet provided us with an approximate solution date, but have occasionally placed fixed deposits. If such a deposit occurs, you will be able to see their deposit as currency from your commerce page
at (https://commerce.microsoft.com/), where they will be listed as a refund with a negative amount.

Please note that this forum is the only place to receive support for the Xbox Live Rewards program, and phone support is not fully informed on our program. We apologize for the inconvenience, and ask for your patience while our other team works on a solution.

PlanetaryDust4

I have just under 12,000 reward credits pending but the option to request deposit is no longer there.

Stoyvensen

If you are unable to redeem a prepaid subscription card. It is most likely you owe a previous balance. Which needs to be cleared up. You can call support at 1-800-4MYXBOX and they can cancel your current subscription that is in decline on your card from
non payment. Usually, if you inform them that you are trying to redeem a prepaid card they will just credit the balance you owed since you are currently trying to continue service with an alternative method than credit card. After the balance is cleared by
the representative on the phone. You should beable to redeem your card no problem. Hope this helps!

Timothy Pruett

Mine has not auto redeemed at all this year for the 10,500. I have been signed up for it as of 2022. It worked all of 2022, but has yet to work at all in 2023. Always says GOAL MET!, yet Never redeems for me. I have ended up buying the 12,000 one every month this year. No response all year from Microsoft about it. Can't find any helpful customer service with bigger companies now and days. Sad....

XBF Diego M

Hi Matheus,

it's possible the account credit you put in was used to pay off the money that you owed because the system will use the account credit as a back up in case the primary payment option fails for whatever reason. Since you owed money, the account credit was
probably used to pay off the balance.

Billing issues would be best handled by customer support in the billing department:

Contact us here
Select Xbox One
Select See other options.
Select Payment & Billing
Select show contact options and go to step 4
Select request a callback from support

I hope this helps.

12,000 credits owed and no help from Customer Services