Customer Service and Escalation Team a joke?

NotHappy2020 · Feb 27, 2020

I have been back and forth with Xbox customer support about 351 charges on my cc totaling $4,560.99 throughout 10 days on 1 billing cycle. I only show a total of 5 emails showing a purchase! After 5 customer service reps and 3 supervisors, the only thing
they can tell me is they have emailed the escalation team and I or they have no means to contact them. This past time I've contacted them they hung up on me and as I'm typing this hung up on me for a second time. Do I have to contact the police and my lawyer
over this or what? No one in support can give me answers to the status of these charges. I have been told I would be contacted in 24-48 hours. Was later told 72 hours now they are saying another 72 hours. on the phone with them for the 3rd time, today and
they are telling me they don't show my case as escalated now. I'm at a loss of more than just words

:)

brandiesel1

That is really bad if true. Have you contacted your bank to see if they can help?

Have you checked your
billing history to see what they were?

Koods

It's certainly my experience that every time I download anything on Xbox I receive an e-mail telling me that something has been downloaded - even the free apps do that. I'm actually a bit stunned that your bank allowed this as well, I would certainly
be expecting them to clamp down in the region of 10 transactions let alone 350+ in 3 days! There's a logistics part of this which is where it will have to be investigated, that's where they are just now & if it's found that the transactions are suspect then
a refund WILL be issued, but that's going to take time, 351 transactions have to be checked in full. Doesn't matter what console or platform you're on that's going to be the case, a word of warning though, some other platforms have been known to ban accounts
& consoles for receiving CC refunds rather than going through their own process!

Legendgenesis

351 charges is a lot to sift through. I've done audits with more than 40 items on it solo and let me tell you it takes time to go through that many items. Give them some time and hopefully they'll be able to resolve the issue.

In the meantime I would most definitely go about changing your password at the very least, if you haven't done so already.

NotHappy2020

I believe it has so I have already taken action on securing my account. However, the fact that no one at support can give me answerers is unacceptable. Not that it matters to a billion-dollar company but they have lost another customer. I'm switching
to Sony PlayStation.

Bandido1508

Sorry to tell you but Playstations refund policies are even more restrictive, but give them time to review this. That is a lot of charges.

Customer Service and Escalation Team a joke?