Charged twice and no access to content

Hi Kathy,

I don’t believe the issue is with my bank for multiple reasons. I have no issue using my card anywhere else. I was able to buy a game on the PlayStation 5 store just this morning. As I’ve also mentioned, I purchased a £15 Xbox gift card yesterday, added that to my account and attempted to use that twice, once yesterday, and once today. It failed both times using the credit on my Xbox account. I also sent screenshot yesterday in this thread with the error I received when attempting to buy the game using this gift card. Please see below again.





I’ve also sent screenshots throughout this thread of the various “something went wrong” issue with the chat and call back feature. Please see below, again.





The image above is what happens every time I try to enter my phone number for a call back. Literally every time. It’s the same message that I’ve seen reported by many, many people across Reddit, Twitter and this forum during my searches and it’s been happening to people for years, apparently. I’ve shared this image already.





The above image is what happens when I attempt to use the online virtual agent. It never directs me to a human, it often cuts off the conversation and doesn’t allow me to type anything and when I try the call back option, I always get “something went wrong on our end”. I’ve shared all of these images already.

About the gift card, nope. If you not receive the item. The refund usually is made in the next 3 hours of purchase (But usually that doesn't happen, when you use balance the purchase is made instantly)

Now, I'm going to let a Microsoft agent know about the issue with the callback feature to see if maybe there is a server issue for UK or something else

The response can take a time, as soon as they reply here you're going to be notified

Hi. Yes just to confirm that nothing appears in my history. I’ve reset the Xbox, signed in and signed out, power cycled, reset my router - everything I can do it still says that I don’t known the game.

I’ve received an automatic refund for the first attempt last night.

I’ll clearly receive a second refund sometime tomorrow for the second attempt.

I very much doubt that the purchase will suddenly be activated within 48 hours because nothing like that has ever happened, ever, with any purchase I’ve ever made on any console or account I’ve ever had.

Clearly something is wrong with my account and I need to speak to a professional who has authority and access to my details and can help me figure out why I can’t buy any games now. I have the funds and I’m able to make purchases easily elsewhere.

There literally isn’t a single method of Xbox customer support that works for me in the UK. I’ve tried to phone and use the chat again in the last half hour and I’m still having the same issues. The chat is broken, the phone service tells me to use the chat and the call back feature doesn’t work at all. I input my number and it tells me that something went wrong.

Why have Microsoft made it impossible to speak to a human being that works for the company? I’ve never seen anything like this in my life.

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this Damon

Sorry to hear that, just to confirm. Right now nothing appears in your Microsoft account order history?
https://account.microsoft.com/billing/orders

If not, sorry for the bad experiences, in some cases a purchase can take up to 48 hours to be reflected in your account order history since date of purchase
For now the best option is wait this time

But just to let you know that if more than 48 hours passed and you not receive the content yet, probably something went wrong with the purchase and the money is going to be refunded automatically

Hi Damon...,

Just a quick update, purchasing issue is being investigated. You may not be able to make purchases until the issue has been resolved. It explains why you receive that Xbox Service is Down error message on Virtual agent.

We will be sending an update in here once we got one from the team.

We appreciate your time and patience. Have a great day!

Regards,