Complaints Procedure Misinformation and Lies.

Okay let me start from the beginning. I purchased the Fifa 16 deluxe edition for 89.99 euro with Ea Access to which I am a subscriber.

I was given a 10 hour free trial of the game before it was released. I then decided to purchase to some Fifa points via the option in the game. When I went to check out I received a error message. The message read that there was an error upon checkout and
please try again later so I roughly tried once and hour for about 5 hours with no success I kept getting the same message. Then with1 hour remaining I noticed I had approx. 6000 fifa points and 60 quid had been taken from my account. I only wanted to purchase
1000 points. It seems approx 10 euros worth. Although the transaction was saying incomplete this did not seem to be the case so this is where roughly the start of a 6 hour ordeal talking to various idiots take place.

#1 I contacted xbox support and spoke to some person called Toffee where they get the names from I do not know. I explained the situation. he told me he could not refund the money as it was an EA issue.

#2 So I contacted the EA helpline They called me back literally straight away I explained my situation They said they where aware of an issue purchasing fifa points but they could not refund the money as xbox provide the service and its Microsoft who's name
will be on the transaction history of my credit card. I to contact them again I then got clever and asked for this in writing. Ea then sent me an email stating this fact.

#3 I then contacted xbox support once again. At first I got the same line of spiel no its not our problem.. then there was nothing they could do but tried to buy me off with a 1month free gold xbox live subscription. No thanks.. I then mentioned that I had
correspondence from Ea stating that this was not there problem and it was with Microsoft.. Hang on the operator said I need to speak to a supervisor. The advisor came back and said that as a courtesy he could refund some of the money but not all... (but I
thought there was nothing you could do)

#4 Eventually after the advisor trying to end the chat conversation several times I did not accept no for answer and eventually got all my money it only took about 6 hours.

#5 I asked where could I lodge an official complaint and be contacted by a manager he sent me here to the forum stating that senior managers monitor this I doubt it very much.

Each person I spoke to seemed to treat me with contempt. It was very frustrating I'm fairly sure other people in my position would have just given up. Has anybody else experienced anything like this. Let me know if you have.

ps I look forward to hearing from Microsoft I have printed all the transcripts from the chat communications.

:)

 

Complaints Procedure

Hi All,

Does anyone know the complaints procedure within Microsoft or their Xbox subdivision?

I have had terrible customer service as well as continued hardware issue, when contacting live chat to follow up on this and raise a complaint the two options I were given were initially the Xbox User Voice webpage, until I quoted the specific page's FAQ that
it is not for individual user experiences, and secondly, which I find astounding, receiving a randomly generated pop up questionnaire when browsing xbox.com.

Does anyone have any more official routes as the support I have received on this to date has been non-existent?

 

Complaints Procedure?

I will try the feedback forums as suggested - still nothing from support route - hopeless

 

Hey, Moonball1981! From your post, it looks like you've got it all refunded. The option to buy these points have been removed at this time for users that had preview access through EA Access. The only place you can lodge an official complaint is through
our Legal and Corporate Affairs page. I'm incredibly sorry to see the runaround you received, and hopefully that page will be able to get your voice heard to the right people.