Billed twice for game

Fhilup · Nov 8, 2021

Hi Everyone,

Yesterday I purchased a game through the xbox store. Initially it wouldn't download or show that I had purchased it. I tried the purchase again and it went though, but I ended up getting billed for both attempts. I have been struggling to get the call or message options for customer support to work so I could explain the situation, but every time I try to have them call me or setup an online chat I am just given a blank screen for the virtual agent. I tried refunding the first purchase initially, stating it was a duplicate charge. When that was rejected (due to me having already played the digital game) I attempted to refund the second purchase, and was met with the same results. I'm at a loss of what to do now as I can't seem to get any of the methods of contacting customer support to work. Any help would be appreciated.

:)

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Fhilup, sorry to hear you're having trouble with your billing. Although the form is a good way to provide more information it can be a pain if it's refused.

I would recommend logging in to:

https://support.xbox.com and clicking on Contact Us.

From here you can either follow the Billing Path to try and set up a call back or request to chat with an agent.

If you choose to chat please immediately ask to be escalated to a Microsoft Advocate (do not let them release the question to another agent) as the Advocates have account access and can see what's happening and explain the issue. You should be able to get more help that way.

Its My ImPulse

Were you possibly signed in on two different accounts at the time you re downloaded the game? Other then that you should probably go to
support.xbox.com/.../contact-us to talk about this issue

VibroPlex

commerce.microsoft.com/.../Transaction
allows you to see all your purchases for a range of up to a year, all the way back to the creation of your account. I'd suggest, before you call Support, to check to make sure the games were bought on the account you expected they
were bought on.

Mister Fitzer

Glad to hear it! Please be sure to
rate your forums experience.

Foulstorm

Your welcome, enjoy your xbox experience!

Billed twice for game