Account hacked. X box refusing to refund an unathorized purchase.

Lisa kureczko · Nov 7, 2022

Microsoft emailed me to inform me that my xbox account had been compromised. I immediately changed passwords. An unauthorized purchase was made by an unknown person in another country. Microsoft have refused to refund the money as the purchase has been 'consumed'. Why should I lose £50? How is this fair? Surely I have legal consumer rights?

:)

JosefLBohorquez

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Lisa

Sorry to hear that your refund request has been denied
But yes, redeemable items are not eligible for refunds
"For single-use items (like consumables and in-game currency), your request is likely eligible only if the consumable was not redeemed or used."

Sincerely in these situations the best option is dispute the charge with your bank and ask them for a refund.

Lisa kureczko

Thanks for the reply!, 😃

Cheddar2426

Hello Lisa,

I'm sorry to hear the problems you are having.

Xbox Refund Policy is:

Refunds are typically issued for requests meeting the following criteria:

Requests are made within 14 days of the purchase date
Requests are for games in which you haven’t accumulated a significant amount of play time

It sounds like the game has been played for a significant amount of time. If an unauthorised payment has been made, I would recommend contacting your bank. Most banks will refund the payment or investigate this on your behalf.

I hope you find a satisfactory conclusion to this issue.

Best regards,

Cheddar

Cyphixer

This is the best way to request a refund: https://support.xbox.com/en-US/billing/payment-and-purchases/request-refund

Best of luck!

John P_14

Hi and thanks for reaching out. I hope you’re doing well. I'm an Independent Advisor and a Microsoft user like you and I'll be happy to help you.

You can try submitting a refund request for it by filling out Manual Refund Webform on this link: https://support.xbox.com/forms/request-a-refund. You can find the order number of your transaction by signing in to your email at this link: https://account.microsoft.com/billing/orders/.

Once you're done submitting your request, you'll receive an email result within 72 hours and if your request gets approved, it will take 3-5 business days for the funds to reflect on your bank account but it really depends on your bank's policy.

Account hacked. X box refusing to refund an unathorized purchase.