Cannot get refund for fraudulent charge after several months of trying

Lauraline Winter · Oct 31, 2022

I am loosing my mind over this, how it is so insanely difficult to get a refund from a fraudulent charge is beyond me.

To surmise; someone hacked my account and gifted themselves a bunch of subscriptions. This person is based in another country to my own (I am from the UK) and the charge is in Polish currency. I have also been charged fee's by my bank because of this. When logging into my account and looking into purchase history it is glaringly obvious which purchase I am talking about.

I've tried to "request a call" through the help page, about 484393034 times. It never ever works. It always says "there is a problem on our end please try again later."

I've tried different web browsers, different devices, different internet connections, I don't know if my mobile number is blacklisted for some reason but it just never ever ever works. Despite explaining this to customer service they still always redirect me to this page. Frustrating.

A few times I have managed to get in contact with someone (by using the webchat for Microsoft and explaining I need to speak to someone at xbox, sometimes it works, sometimes they just link me to the same request a call page despite me explaining it does not work for me)

I'm usually told that they will contact me back, but they never do. Finally I was sent a link to the refund request page that allows you to request a refund after 14 days (this ordeal has been going on several months) in the refund form I explained the whole situation, how my account was obviously hacked, purchases made and gifted to someone else, it has nothing to do with me and I've since secured my account. I provided the email of the hacker where the purchases were gifted too.

My refund got denied because they cannot refund games that have been played/subscriptions used etc. BUT I DID NOT PLAY THE GAME OR MAKE THE PURCHASE!!!

It was gifted to an email that is not mine! (Granted it is similar email to mine, hoping I probably wouldn't notice, but it is not my account!!)

I have used xbox for many years and spent a huge amount of money with you but the fact I can't get a refund after my account was very obviously hacked is incredibly frustrating and upsetting. Posting on here is my last resort as it seems to be almost impossible for me to get in contact with anyone.

To recap:

-The request a call page does not work with my mobile number. I have tried countless times. Please don't link me there.

-There is no web chat for xbox (with a person, not a virtual assistant) so please don't direct me to that. The virtual assistant just tells me to request a call and it doesn't work.

-I was provided with a number to call for help. It also does not work.

-I was told they'd call me back, they never did.

-The request a refund page only works for purchases under 14 days old. I was sent a special page and explained all the details in the request form (how it's obv fraud, I didn't make the purchase, it's been gifted to a different account) but was still denied, like they didn't even read it.

I really hate to be a Karen over this, but I really need that money! If someone from xbox reading this could please just refund me or at least get in contact with me to sort this out

I've included a picture of the purchase but edited out the hackers email address.

:)

Geri M.

Hello Lauraline Winter,

We appreciate for the time and effort you have extended here on Forums.

However, we have realized that this issue of yours would be dealt better by our live support team so that they can properly check what’s going on with your device and applications. They are more equipped with all the tools and resources to get your problem diagnosed. Kindly follow the steps below to contact our live support team.

Visit to the link: Contact us | Xbox Support
Select the " See Contact Options" or "Request a Call" button
Select the following drop-down menu options in the following order:
What are you having trouble with? - Subscription & Billing
What's the issue? -I want to request a refund
The third box will ask you to describe your issue "Unauthorized charges" and then select the "Next" button.
The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.

7.The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.

8. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.

9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".

10. Should you encounter same issue and have an error message please let us know so we can forward your findings to the Internal Support Team.

We hope this helps and it is even better to connect with the correct support where you can get dedicated assistance, the experts there will provide accurate answers for you.

If you have other concerns, you can create a new post here.

Create a new question or start a discussion (microsoft.com)

We wish you a good day!

Kind regards

Xbox Forum Moderator

Microsoft Community

Geri M.

Hi Lauraline Winter,

We totally understand your concern right now and would like to sincerely apologize for the inconvenience that this has caused you. We hope you will not let this experience dominate your judgment with the support that we have given your concerns even to the point of being honest, just to make sure that we can provide you the best information there is. We would love nothing more than to be able to provide you with exactly what you’re looking for. We know you’ve already spent time and effort on getting the resolution you want. At the end of the day, we are same consumer, we definitely know how you feel about this.

However, in your isolated case, we would like to ask again your favor and patience to allow us to investigate further the issue. We will get back to you as soon as we sort out and provide the best resolution.

Have a great day ahead.

Sincerely,

Xbox Forum Moderator

Microsoft Community

wi7bit

Hi l Lon3 W0lf l

Because these transactions were cleared through PayPal the contract of purchase is between you and PayPal. That is why they are responsible for your refund and not Microsoft. Therefore, it is always recommended when you can, use a credit card (or a service like PayPal) as they are responsible for the transaction and any goods you receive. Your Microsoft account should not be affected by this in anyway. Unless it is proved you have been negligent. But it seems PayPal have already taken responsibility for it.

For anyone else reading this, please make sure your Microsoft Account has two factor authentication enabled and that any transaction on your account requires approval. PayPal also provide two step authorisations on transitions. Set this up now BEFORE this happens to you.

OK... carry on... lecture over...

TenthStreetRed

In actuality, because the charge was made without his authorization, it could be considered fraudulent charges, which means that Yes, a refund could be negotiated, though typically in the case of fraudulent charges, that must be taken up with your bank.

Also, as I said, you get one free, no questions asked refund for the year that he could apply for. Once again, he would just have to take it up with Customer Support.

Darhyl Amizola

Hi Daniel! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing this with your refund request.

If you have requested a refund through the Xbox refund webform and your request has been denied, according to Independent Advisor Gerardo CG: https://answers.microsoft.com/en-us...-request/8bcbfa91-e8d0-4cd1-ae55-570668533c23

"If your refund has been denied, and you believe it's an error, please reply to the email you received informing you of the refund rejection. In your response, explain in detail the reasons why they should reconsider their decision and why you believe they should accept it. This is the only way to appeal the rejection and get back in touch with the team that originally handled your refund request."

Once you have submitted your refund dispute, you will receive a reply from the Xbox refund webform team via email within 72 hours.

Just a gentle reminder that we are only Xbox gamers just like you here in this community. We are not Microsoft employees and we do not have tools to access any Microsoft System.

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

Cannot get refund for fraudulent charge after several months of trying