Declined transaction but double payment

Hello @Calvin Taljaard! I hope that you are doing well!

Thank you for reaching Microsoft Xbox Forum support!

If you’d like to request a refund for the double purchase, be sure to sign in to Request an Xbox refund | Xbox Support and submit your request from the account you used to make the purchase.

1. See if your purchase is listed under Purchases that may qualify for a refund. Be sure to sign in from the account used to make the purchase.
   
2. If you see your purchase listed, select that order number, and then select Request refund at the bottom of the list.
   
3. The name of the product and the order number will auto-populate from your selections on the refund order page.
   
4. From the dropdown menu, select your reason for requesting a refund.
   
5. Provide the required information.
   
6. If there is additional information you’d like to provide, use the open text box.
   
7. Your name and the email address associated with your account will be auto-filled after you sign in. If you have a preferred contact email address, it can be updated on the form.
   

You’ll receive a confirmation email, and you should get a response from the support team within 72 hours. To cancel your refund request or to ask for an update on the status of your request, reply to the confirmation email.

If you don’t hear back from the support team within 72 hours, check our homepage for notifications regarding delays in refund processing.

To track the status of your refund request, return to the Refund Request order page or check your order history. If you have a question after your request has been processed, reply to the decision email.

I hope this helps you out! wish you lovely day!

Kind regards.

Stay safe, and happy gaming!

If it says the payment was declined, then you wouldn't have been charged. You may want to double check your transactions at http://account.microsoft.com and your credit card statement
to see if it does show the game was purchased. If it's not listed, then you'll need to buy it. If it does show the charge went through, you'll want to contact support. http://support.xbox.com/contact-us

There are occasions your card is declining the payment and can trigger the fraud alert on the account. Double check that it isn't your bank. Then do as XBF Houmaidi suggests.

That may have caused the issue, Jakub. Kindly check the status of the order. If it's already canceled it may mean that you need to re-purchase it. If it's declined status, kindly manage the payment method from the order transaction itself.

Hi and thanks for reaching out. I hope you’re doing well. I'm an Independent Advisor and a Microsoft user like you and I'll be happy to help you.

Please sign in at https://account.microsoft.com/billing/orders to verify whether your transaction for Destiny 2: Lightfall is showing as 'Completed' or not. If it is showing as 'Declined' or 'Failed,' rest assured that you were not charged for it on the day you pre-ordered, as payment for pre-order transactions is typically collected approximately 10 business days before the game's launch. If the transaction failed, it means that your financial institution declined the payment when the system attempted to collect it. Therefore, I highly recommend contacting your financial institution for further confirmation.