Complaint

My 5 year old son got ahold of the xbox controller and purchased $75 worth of robux currency (4 purchases for $9.99, $9.99, $4.99, and $49.99) on my older son’s Roblox account. He can’t read and was simply hitting buttons on the controller. I upon discovering
the purchases on my bank statement I immediately had my older son remove my card from the Xbox and called Roblox. Roblox said in order to get a regund they would have to suspend my son’s Roblox acount because the unauthorized purchases violated their terms
of use. In order to get the refund I agreeed and his account was suspended, meaning none of the purchased content was ever used. Within a week I got an email from Roblox that they cannot proccess the refund because they were made through Xbox.

I then contacted Xbox amd was told to submit a refund request for all 4 purchases, which I did. As a result, the 2 $9.99 purchases were refinded but the other 2 were “not found” even though the order numbers and dates were correct. Again i called in and
was instructed to resubmit the refund request for only the $49.99 purchase which i did again. It was denied without explanation and my replies asking for escalation were ignored. I have since spent hours over the last several months on the phone with representatives
and filling out forms to no avail. No one can explain why the $49.99 was denied despite being the same circumstances and same content being purchased.

I have requested repeatedly to have this escalated. I originally made the refund request on 1/9/19 which was well within the 90 day limit. On my last call to xbox I was most recently told it was denied because it’s past the 90 days (the first time i got
any kind of a reason) but I requested the refund originally back in January and have since requested the refund several more times within the 90 days. The 4 purchases made by my 5 year old were all for the same content and in the same game. All of the purchases
were for Robux currency, 2 of the purchases were refunded but the purchase of $49.99 was not refunded. The circumstances of the purchase were the same in all 3 cases and the content purchased (Robux) was the same. Why were 2 of them ($9.99 each) refunded and
the 3rd one ($49) not refunded? I have not received any explanation for this.

I have requested an escalation and attempted to disputed this decision multiple times which have all been ignored. It is my right as a consumer to have this reviewed and escalated. My next step is filing a complaint here on your website and a complaint
through the Better Business Borough. By ignoring my repeated requests for escalation and review, you are violating my rights as a consumer. In addition to that this is just plain wrong. All 4 of my kids are no loner allowed to purchase any games or content
through Xbox as I refuse to continue to contribute to a company that treats its customers in this way.

I have had to deal with customer service with many other companies much smaller than Microsoft Xbox and they are still able to provide billing support over the phone to help explain and assist customers with billing issues. Xbox is the only company I have
ever had to deal with who takes the right away from customers to speak with someone to get a resolution on a purchase or billing issue. For a company this big this is just unacceptable and a clear way to deny customers refunds simply by making it impossible
for the, to dispute or explain. It is wrong and I suspect in violation of consumer protection laws (which I wil; be diligently looking into further). Microsoft most definitely has the resources to provide phone support for refund and billing but chooses not
to so that it’s easier to deny refunds without reason or explanation and to deny customers their rights to escalate or dispute issues. This is a horrible business practice and for sure will never be purchasing another Microsoft product, Period.

:)