Account Balance Expiry Issue

Hello. I was directed to here from a manager I spoke with over on the phone regarding the issue that I have. I believe it should be well-documented on my account's customer support history.

Basically, I received an email notifying me $80 of promotional credit expiring on 4/30/17. I used $31.77 on 4/28/17, leaving me with a balance of $48.23. I logged in just before 11 PM on 4/30/17 to use the remaining credits before they would fully expire
on that midnight. Unfortunately, the credits had already expired some time before and I was not able to utilize the remaining amount. At that time, under my my balance, it stated that the remaining $48.23 would expire on 4/30/17 - despite the notification, the
funds had already expired and I see now on 5/1/17, after which it was supposed to expire, there's no mention of it at all.

I've talked to support via chat, Twitter, and phone, and they've all told me because the funds were from promotional stuff, they were restricted or had no power to reinstate the expired promotional credit because they had already expired and was against
policies. I can understand that but they were unable to address my main concern that the funds had expired at the incorrect time, which led to the problem in the first place. I am reaching out here because the manager I spoke with over on the phone replied
I would be able to get the proper assistance on the promotional credits on the support forums.

I am able to provide screenshots of the chat logs and Twitter messages, as well as the account balance with the expiry notification on 4/30/17. I can also provide the automated email message informing me about the expiry date and any other documentation
you may need. Hopefully, I can get help to regain access to the funds as ~$50 is not a small amount of change.

:)

 

question turning off auto-renewall

Yes if you take care of the outstanding balance before the expiry date

 

money dissapeared

Depending on where you got the cash for your Microsoft account, some portions of your overall balance may have an expiry date.

For more clarification about your account balance to find out where exactly that $15 went, contact Xbox Support (phone or chat).

Phone (US/CAN): 1-800-4MY-XBOX

Chat: Contact Us | Xbox Support

 

Keep.in mind ms operates at different times then you do

Meaning east coast.for.most of the us

It may have been 11pm for you but it would be a different time for them that's what they go on

Server time

 

NNot local time there is no way to restore unfinished credit you should've not use it at the lSt min

 

I was unaware of that. If in my notification email it stated it expires 4/30/17 on GMT then I would have been more informed. But the time zone of the expiry was not listed. A quick cursory search on promotional credit expiration date policies on this site
yields no mention of it. I think I should have been informed of that.

Yes, I should've used it sooner. Thank you for the helpful tip. But you miss the point - I would have retained full privileges on when I choose to use those funds. Just because I chose to use it at the last possible moment does not diminish the crux of the
issue. When I received those funds, I was entitled to their usage whenever I chose to do so provided it was done before expiring. My decision to wait to use my funds is equally as valid as my decision to use them when I first redeemed them. Whether or not the
fact that this problem could have been avoided if I used it sooner should not place the actual responsibility of the expiring error on me.

 

Hey there khuh5968,

We don't have the ability to provide/replace any sort of credit or currency on the forums, only the chat/phone teams would have that option. In this particular case with expired promotional credit, they wouldn't be able to assist with it either. If you can
provide a screenshot of the expiration notice as well as the date/time when it ends in the Terms and Conditions of the promotion, I'd be happy to help clarify on the end time, but there isn't going to be a way for us to replace expired credit. For a bit more
info on how promotional credit works, you can visit this support article
HERE.

_______________________________________________________



Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox
Insider Program Forums for help with Xbox Insider Program troubleshooting. Achievement issues? Check our sticky

HERE for the best info.

 

That is what I was told. I have uploaded the screenshots of the email message I received regarding the expiration, the details of the promotion itself, and my account balance on the day the funds were to expire here: Imgur.

The link you provide states that promotional funds are subject to their expiration dates. But as I've said before, my issue is that the funds had expired prior to their expiration date. That link says to look at the terms and conditions. But the terms and
condition of the promotion itself says that the funds do not expire for a full year. It mentions nothing about the time zone utilized in determining whether the date of expiry has passed. On my email notification, it only mentions the date and nothing about
the time: April 30, 2017.

Why was I unable to use the promotional credits through the date of expiry, on April 30, 2017? If it's because of the differing time zones due to where the servers are located, why was this distinction not made on the promotion terms and conditions as well
as on the email I received? All I'm being told is that the promotional credits cannot be restored because they have already expired, but no one has directly answered the question of WHY they expired before the stated expiry date or why I was unable to use
them prior to the end of that day.

 

Hello Mister Mascot,

As you have suggested, It would be great if I could receive additional clarification now that I have provided the relevant details. It's been nearly a week and I would appreciate some closure on this matter so that myself and others would be more aware of
Xbox policies. Hopefully I'm not being ignored or have fallen through the cracks.

 

Thanks for your patience while we took a closer look,

There's a bit of conflicting information here. On the rewards page, it states that it expires on July 31, 2016 (if not redeemed on the account) once redeemed it's valid for 365 days. The email states April 30, 2017 and the commerce page shows the same with
April 30, 2017. So with that information (the commerce and email is the best information) It looks like the credit would expire on April 30, 2017.

On the email it states "You can use your promotional balance before it expires to buy app, games, music and more at any of the following stores"

So to clarify, you would have needed to use the credit by April 29, 2017 and not April 30th since the email and commerce page states that it must be used before it expires on April 30th.

I hope that helps to clarify.

_______________________________________________________



Xbox Forums Staff

Be sure to check out the Xbox Forum Guidelines for the Do's and Don'ts as well as the Xbox
Insider Program Forums for help with Xbox Insider Program troubleshooting. Achievement issues? Check our sticky

HERE for the best info.