Customer service and Values

Basically my 10 year old son wanted to change his ID and we agreed. He then went to change his name and it obviously came out with a different name (assume the name he choose was taken). He called my wife in who paid for it as it asked for card details.
My son and I realised the name change was not what he wanted, it could well be my son pressed the button by mistake (which happens). I then immediately contact your support (in normal circumstances EBAY/AMAZON etc if you make a purchase you can cancel within
a short time). I got no where with the customer service team and they said submit a refund form which we did. My son was in tears so we went back onto change name - and changed it to a name he wanted (he choose). I have therefore paid 2 lots of £7.99 for
changing his name.

I don't agree at all that a cost is involved in changing a name. The fact you can clearly see from the records that we paid 2 lots of £7.99 in such a period of time is not normal.

This is not complicated its straight forward.

Hello
paulsaville1,

Thanks for reaching out to Xbox forums support.

I understand you've had an issue with trying to receive a refund for an accidental Gamertag change / charge.

I'm sorry to hear about your recent experiences. I can imagine that'd be frustrating.

I would suggest responding / replying directly to the "denial of refund email" explaining the situation in more detail.

And again, (if needed) feel free to re-apply for the refund through the
Xbox Refund Webform . I do believe you can apply more than one time.

I hope this helps! Let us know! Good luck!

Felix

Xbox forums support

Hello!

Digital purchases are different than physical purchases of goods. A physical purchase requires a fulfilment and shipment, whereas a digital ones are processed nearly immediately. Hence the reason there's usually multiple verification and/or confirmation screens
to make sure everything is correct. The best option would be to reply to the original e-mail to see if they will make an exception on the refund policy.

I totally understand but its not like my son pressed a button to fire a missile and there is no return. He changed his ID, that's it. Blimey 5-15 year old's will make frequent mistakes. If they try and rectify it straight away it should not be a problem
- like ebay purchases or amazon purchases. Why is Microsoft so different?

Hi there Paulsaville1

I do apologize that your child have had a problem during purchasing, There is a saying called buyer beware but please try and follow the advice given by the user Choppyseize. Hopefully the staff can resolve it for you but please double check before purchasing
in future