Anybody else have this problem? If so, how was it resolved?

Daddyman420 · Dec 8, 2018

Brace yourselves. Its a read. So heres my issue. Back in June of 2014 I downloaded a game off of Games with Gold called Max: Curse of Brotherhood bc I had just gotten my Xbox One and had few games. I played it for a few days before beating it. I eventually
deleted it off my Xbox to make room for other games as I got new ones. I didnt really mess with it except again earlier this year because my girlfriend wanted to play it. So, I downloaded it again, because I clearly own it, and she played it for a bit. Again,
I needed room on the Xbox so it was deleted. Fast forward to Nov 30 of this year amd I get an email stating my purchase of Max: Curse of Brotherhood was complete and I was charged $12.98. Naturally, Im like whaaaat?! I already own this freakin game! Its not
possible to buy a game if its already owned because as you all im certain know, once its owned, your only given the option to re-install it from the XBL store or the ready to install section of my games and apps. Now I spoke with somebody that day and explained
to them my situation. I was informed to request a refund through a support ticket as they no longer handle this over the phone. Um what?? So you guys make pressumably billions a year and you cant handle a clear case like this over the phone?! Ok...I guess.
So i do. And its denied. I called again to speak with someone about why. She insisted she could not give me that information and instructed me to respond to the email saying it was denied and ask them for information as to why. So I did. Twice. They ignored
both messages and sent an email stating my case was now closed and if I needed assistance, to submit another form. I again called and explained the obsurdity of all of this and to express my dumbfoundedness at the utter lack of care and assistance. She offered
zero help and several empty apologies. I say they are empty because every single apology came with a but afterwards. Finally today I changed my tactic(after researching what I could beforehand)and asked instead if there was a way to view my entire game download
history with Games with Gold. Because my purchase history was not showing any of them(the Games with Gold downloads that is). The lady had trouble with helping me so escalated me to a higher tier of support. Um, where was this my first 3 phone calls?! So the
gentleman who assisted me was FAR more understanding and helpful as he could see my history with the game. Their end still shows that "I JUST purchased" the game and not my download from 2014. But all of my unlocked achievments are from the month of June that
year when it was a part of the games offered to gold membership holders, and he could see it was again redownloaded and played earlier in the year. Months before this purchase. He also couldnt understand how this happened and I was assured he would get more
info and a resolution for me after speaking with higher ups. I haven't had a response as of this writing but I am VERY curious to know if others have had this experience and the outcome of said experience. Sorry for the novel but I felt the details were important
to my story and question. I dont know if it will bring me answers but I remain hopeful for now. Thank you to those who took the time to read it all. (Btw. Another request for refund which included screenshots of my account having achievments with this game
from 4 years ago was denied. And a 4th email asking why has been sent.)

:)

XBF Diego M

Hi Daddyman420,

I know this can be a frustrating issue but unfortunately on the forums we don't have any level of support when it comes to refunds nor do we have the proper tools to look into sensitive account information like game entitlements or purchase history from
2014 to verify your purchase of this game. As much as we would like to help you with this situation, all we can do is provide information and direct you in the right direction.

I suggest contacting Xbox Support and inquire about this concern so that they can do some investigating on why you were charged for this game that you say you purchased in 2014. If there truly was a mistake in the billing system, they can help you confirm
it and then find a solution for you.

Contact us here
Select My account
Say No thanks to the virtual agent
Select Error Messages and codes.
Select show contact options and go to step 4
Select request a callback from support

I hope this helps.

XBF Jeremy Z

Hiya Man4,

Thank you for contacting Forum support.

Sorry to hear about the situation. I do understand what you're going through since I've been there (Turns out my little brother purchased some stuff on my account without me knowing), but due to recent changes support cannot offer refunds over the phone
anymore.

Our only current suggestion entails the use of the refund
request webform as this is our way of having our team review the purchase(s), the reason in asking for the refund, and then of course the decision given.

(Once a refund request has been made and you have further questions about the process or have not heard anything within 48 hours please reply to the confirmation email sent to you.)

what the agents look into is previous refunds on the account. so that may effect the decision if there are any previous refunds within the year or account.

Also, I recommend to set up a Passkey (How to create an Xbox One passkey) to protect your account from accidental purchases or fraud attempts
in the future.

Hope this helps.

HyperVenom523

I had to read it all and what a weird story... contact them to see if there is anything you can do https://support.xbox.com/contact-us

Saeleth

The only thing I can guess is that it was a game that waa free with Gold, and then was purchases outright to own along the way. Sadly I cant make heads or tails of this one 🤔

Daddyman420

Right. And I understood all of this too in my research before contacting them again today and discussed it further with the tech support. But I have maintained Gold membership for the better part of 8 years maybe with a week here and there needing to renew.
But I was indeed a gold member during all downloads of this game. At the time of the last download I was 9 months into a one year subscription and was also a gold memeber at the time of the unwanted purchase.

Anybody else have this problem? If so, how was it resolved?