Billed for digital copy twice?!

I was billed for Battlefield V just the other day, I ordered it in August. In September the Xbox said I hadn't ordered it/didn't own it and I was clicking through trying to figure out why. Somewhere in the process I ordered it again (I guess) and just got
actually billed for them yesterday. Them! I was billed for two digital copies of Battlefield V from Microsoft! How can that even happen?

I contacted Xbox support and tried to get a refund for the second copy, but they said it violated their terms of sale and that they could not refund it. Does anyone have any tips for me to resolve this? I don't even think I can sell the extra copy to anyone
else because it tied to my Microsoft Account/Gamertag. What can I do?!

Thank you!

:)

 

Any thoughts on whether backward compatibility will support games purchased digitally?

This occurred to me when I realized Mass Effect was going to be one of the first games eligible for backward compatibility. It says you have to put the disc copy and this allows you to download a digital copy. But if you own a digital copy, I'm wondering
if you'll still get access to the digital copy for the One?

 

purchasing a physical copy of a game after already owning the digital.

Sadly you can't. The digital DLC will work for your disc copy but the Bloody Jason Skin and clothing pack for counselors from the physical copy only work for the physical copy, not the digital.

I believe the progress you have made as well doesn't carry over either. So you can use the physical copy with the digital DLC but you sacrifice any progress you made on the digital (unlocked Jasons, kills, counselors, etc)

 

Hello Cal,

Thank you for bringing this to our attention. It should not be possible to buy a game that you already own digitally. Do you think it may be possible that your first order was on a different account? You can review your

past order history here. Try to find the old and the new transaction for this game.

Aside from that, you can request your own refund here by filling out the refund request form :

Request an Xbox digital product or subscription refund

Hope this helps!

 

They told you it violates the term of sale? That doesn't make sense but I haven't read the fine print on the Store terms. Maybe resubmit your case and see if you get a different answer. The only other thing I can think of is to talk to your bank and see
if something happened there. Hope you get it resolved, sry I couldn't be of more help.

 

I have two email confirmations right next to eachother with different order numbers. One is at a slight discount from owning several previous Battlefield games and the other is at full price. I did not notice at the time because my Outlook App often doubles
my notifications due to a sync problem.

Yesterday I got two charges back to back for each digital copy of the game. Upon noticing it I immediately tried to request a refund with the same form you linked. A few hours later I got an email saying my request was denied.

"

Hello ---,

Thanks for contacting Xbox Support.

We reviewed your request for order -------- on 9/5/18, 8/29/18 and found it’s not eligible for a refund based on Microsoft Terms of Sale.

Have more questions?

There are plenty of other resources to help with your Xbox experience. If you’ve hit a snag like today, or you just want to explore and connect with fellow Xbox enthusiasts, check these out.

·
Xbox
Forums– Discuss topics with other gamers.

·
Xbox
Ambassadors–
Get help directly from an experienced Xbox enthusiast.

·
Xbox
Support- Find helpful content to solve any Xbox challenge you may have.

·
Microsoft
Account– Manage your family, payment options, order history, and subscriptions.

Thanks for your time. In the next few days you may receive an email survey regarding your experience. Please help make Xbox even better by sharing your feedback.

Happy gaming,

------,

Customer Advocate

Xbox customer support"

 

I just filled it out again and submitted it. Hopefully, it works.

Thank you.

 

Hello Cal,

If you get denied you will have to reply to the email to appeal the decision. Support agents will refer you to fill out form and reply to email also unfortunately.

Hope you get this resolved.

Thanks,

Brad

 

I was denied again. So should I reply to the email itself that said I was denied? It looks like it is an automatic email.

 

Hi Cal!

Thanks for replying to keep us updated.

Yes, you should reply directly to the email that your received denying you the refund to ask that they review the situation. Since you made a duplicate purchase for the same game, they should be able to look into the matter for you.

I hope this is helpful and best of luck to you!

 

I just received the identical email again saying that they denied my request for a refund from the same tech person. This is outrageous and I am very upset. I never thought I needed to be worried about making online purchases with Microsoft.

Any other ideas?

 

Are you 100% sure you were billed twice? I mean, are you seeing two charges for the cost of the game on your bank statement?

Here's the reason I ask. When you pre-order digital games far in advance, you're not necessarily charged immediately. In fact, the only way you are charged right then if you're ordering weeks/months in advance is if you're using Microsoft account funds (Xbox
gift cards) to pay for the entire cost of the game. If you're using a credit/debit card to pay for it, or to cover whatever your Microsoft account funds don't cover, you won't be charged for the game until about 10 days before it launches.

That said, the Microsoft Store Terms of Sale do permit refunds on games before they launch, even if you have paid for them in full, so whoever you're talking to appears to be greatly mistaken. So, what I would do would be to go through your bank statements
and see just how many times you were charged; I'm believing (and hoping) it is just one time.

 

I am 100% sure. I am looking at my statement right now. I received two email receipts from Microsoft with two separate order numbers back to back as well as two credit card activity alerts back to back. Looking at my bank statement there is a charge for
$77.30 and a charge for $85.89 from Microsoft for the same day.

Part of the problem is that I pre-ordered early (August) and was just charged on Tuesday for it (them). Do you think I should contact my card company and see if I can dispute the charge from them?

I was most definitely charged twice.

 

You may want to ask them to look at it, to see if it was for the same content, but I would be VERY careful with asking for a chargeback. You may want to open a dialogue with your card issuer and explain what happened, and see if they can advocate for you
with Microsoft to get it cleared up.

Before that, have you tried
requesting a callback and speaking with a Microsoft agent over the phone? I really think you can get this resolved without getting your card issuer involved, if you get through to the right person.

 

I will try requesting a callback.

Thank you.