Billed twice while adding a debit card.

Cdlv · Apr 4, 2019

Most of it is context, but the crux of my question is in the last paragraph.

I´m currently experiencing some issues with payment forms. I decided to buy some Apex Coins on the Xbox Store, but needed to add a payment method for it given that I didn´t want to use the one already on my account (a Paypal to a separate bank account, if
that´s relevant). So I pressed the 1000 coins ($219 MXN price) purchase which opened an Xbox Store prompt for me to select my payment method.

I added my debit card, but I would repeatedly get an error message asking me to verify the info I entered for the card did not match (even though it did). I must´ve submitted this multiple times (with some variations in my name´s capitalization), but eventually
decided I should add that card´s PayPal account, which is separate from the first.

While I was able to add the account immediately, I couldn´t get authorization for my purchase. The error PUR-ProcessorDeclined showed up, and the prompt instructed me to contact my bank. I contacted the bank and they said that there are no blocks or otherwise
that would cause it to be declined. I desisted and went to sleep.

Now I´ve tried adding my card to my account using a PC and was successful on the first try, yet again the purchase was declined. I checked my balance and online statement and now see two charges made to my account. One of MXN $10 to MSBILL.INFO and one of
MXN $20 to Mexico City. What is going on here? Has anybody faced something similar?

:)

Cdlv

Update: As @dtfkl, I tried to setup a callback but simply failed. The page said "We're having trouble contacting you, feel fry to try again", which I did multiple times to no avail. I'll try to contact them now.

Cdlv

Hello Erick! I've checked my order history, but neither of those charges show up in any way. I should mention that I haven't purchased anything with the card om the store yet. I simply added it to my account as a payment method.

XBF Erick C

Hey there!

Thank you for reaching out to us on the Forums and sorry to hear that you are running into this billing issue. If you look under your accounts

Order History do you see both transactions? If you do see the duplicate transactions then I would advise that you

Request a Refund for the duplicate charge. If you see that one of the transactions is showing up as failed, then I would wait a couple of business days, It could be possible that the transaction will roll off on your banks side as the transaction has failed.

Please let us know if this has helped.

XBF Crystal P

Hi there Cdlv,

Thanks for the reply. I'm sorry to hear about the billing issues on your payment instrument. As mentioned by XBF Erick, if you do not see the transactions on the account Order
History, Have you contacted your bank for more information on the transactions?

I recommend to
contact Customer Supportfor
further assistance.

Try this:

Log into Support.Xbox.com
Scroll down, Click on Contact Us
Step 1: Click on Ask a Question
Step 2 : Select your Product
Step 3 : Select your Issue
- Select – Call me back

Hope this helps.

Cdlv

No outstanding fees to my knowledge. I've paid all of my purchases with either a debit card or paypal and was charged the full amount immediately (to the best of my knowledge), and my Gold subscription is on another account on the Xbox.I'll try to request
a callback as you suggested, hope to get this sorted out soon.

Thanks!

Billed twice while adding a debit card.