charging twice for the same product

Hi Vanessa Beek,



We haven't heard from you for 72 hours, so we assume the issue has already been resolved. We will not monitor this thread going forward, so if you need further assistance, click this link to create a new thread to discuss these issues. Create a new question or start a discussion (microsoft.com)








Thank you for your understanding.



Kind regards,



Moderator

Microsoft Community

Hi Vanessa Beek,

We appreciate you for bringing this up to Xbox Community Forum and we hope that you are well today other than this account issue.

We understand that you are having issues with the charges in your account. As per description, there was a double charged on your account and you wanted to have it refunded but the request was denied.

Just to set your expectation, Xbox community has no access when it comes to billing related issues. We have no tools to verify and check an account. Since you have consulted here, we would help you understand the problem and provide you relevant information regarding the issue.

Before that, help us understand better the situation, we would like to ask more information and confirm details from your end by the following questions.

1. Was there a successful charged from your account on the amount? This means that the game if successfully purchased it will be added to your library or list of purchased history.
   
2. What support sent you an email not accepting your request?
   
3. Have you tried making complaint on the retail store where you bought the game and was double charged?
   
4. What is the reason of the email you received informing that there is nothing they can do for the problem?
   

These above questions would help us provide the necessary information. Once we have gathered all the information, we will formulate the viable solution to help you with your case.

While waiting for your response, allow us to suggest the following steps to do.

• Continue to verify your biller company the charge that you did not avail.
  
• Check the details of the charges and inform them that you did not receive the item.
  
• Check online billing status from time to time because sometime the unsuccessful charges will appear on the account but if found not successful or double charged, they will contact you to verify it.
  

If you have other clarifications, you can get back to us by replying to this post.

We will be glad to follow up and help you.



Sincerely,



Moderator

Microsoft Community

That's really odd.

I can advise you the next:

A. As the 48 hours didn't passed yet. You can contact your bank and ask them to cancel both charges

B. Try filling the refund form here if you have a confirmation email in your account with the order number for this purchase
https://support.xbox.com/forms/request-a-refund

You can select "Billing error" as the main category

Right now I have 4 contradicting pieces of information. My microsoft account says "no transactions in the last 3 months", my Xbox account has renewed my subscription today alongside this purchase with no issues so that should also show up in transactions, so should my renewals for the last two months before that since that would make up 3 months of subscriptions. And the Game is working fine like it has been paid for. My bank account says I've paid twice (payment still pending). Xbox Online Store told me for half a second that there was an error & no transactions had been made & it displayed Skyrim as not being purchased yet, but after quitting store to go to the help support desk or run a troubleshoot I saw that in my apps the game had been purchased & was sitting there waiting to be played.

Short version of the 4 pieces of information:

Microsoft - No Transactions in 3 Months

Xbox - Everything's Fine

Bank - I'm charging you twice for no reason

Xbox Store - You did not buy that game, mostly, I mean you did, but you also didn't & I refuse to elaborate on my errors.

Me - What is going on here?

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 Ryan

Are you able to see two transactions in your Microsoft account order history as well?
https://account.microsoft.com/billing/orders

Or right now there is only one transaction?