Code redemption issue

To Whom it May Concern,

Amidst the COVID-19 crisis and being forced to isolate ourselves I found a couple of digital copies of games that had been given to me in the past; Halo and Skyrim V. Having time on my hands I though it would be great to reintroduce myself to these two classics.

I have been a long time supporter of Xbox products since the beginning and a a subscriber to Xbox Live and and other subscriptions along the way. Purchasing my very first Xbox console back in 2002, later upgrading to the Xbox 360 (dealing with the red circle
of death; buying another Xbox360) and then upgrading to the Xbox One. Throughout all of this time I have been a loyal supporter of the Xbox brand never complaining... until today.

Today when went to redeemed my codes the Halo code worked fine however, the Skyrim V code was excepted and was activated but - it didn't download. i re-inputted the code and the Xbox One told me they code had already been redeemed (of course it did - I redeemed
it).

I promptly called Xbox support to speak with agent. I placed my name in cue and waited 90mins for the call back. I was greeted by Lisa my Xbox Agent who asked for a call back number in case we were disconnected I gave her two numbers. I explained my issue
to the Xbox Agent and after 38 mins they told my that they couldn't do anything that they couldn't find any record of Skyrim V on my account. I told them that I knew this and that this was the reason for my call. I gave them the Skyrim V code and they told
me that the code had already been activated. "I know" I told them "I activated the code earlier today" and I re-inputted the code when it failed to download right away. The Xbox Agent told me that re-inputted the code could be the reason why they can't see
the license code. Then they asked me to go back to the retailer to ask for a refund. I explained it was a gift and furthermore we are in a COVID-19 lock down. All non essential stores are closed. I asked if she could active the code so that I could download
the content? She responded that she couldn't do that. I asked to speak with someone who could help me with the situation i was placed on hold to speak with a Supervisor for 10 min and the call was disconnected. No one called me back.

All I would like to do is play Skyrim V. I would really appreciate if someone at Xbox could reply and make a long time gamer happy during a very depressing time.

:)