Double charged

Discus and support Double charged in XBoX on Consoles to solve the problem; I'm writing a complaint for being double charged on my acct. The first time I was charged early for a subscription that wasn't suppose to be billed... Discussion in 'XBoX on Consoles' started by Mr Swag37, Jun 7, 2017.

  1. Mr Swag37
    Mr Swag37 Guest

    Double charged


    I'm writing a complaint for being double charged on my acct. The first time I was charged early for a subscription that wasn't suppose to be billed until the next day. Then I was charged again the next day for the same acct. I'm beyond upset because this
    resulted in a problem with my bank acct.

    :)
     
    Mr Swag37, Jun 7, 2017
    #1
  2. MisterFizzle
    MisterFizzle Guest
    MisterFizzle, Jun 7, 2017
    #2
  3. Poooopert
    Poooopert Guest
    double charged

    I had the same issue here my transcript. the rep told me that xbox live gold charges AFTER the month is used up and not a prepaid service. It is sad how customers go out of their way to resolve issues only to have representatives contradict their billing...www.xbox.com/live/billing
    "Membership Charges: Xbox LIVE as a service is billed in advance. When you first sign up, select a membership plan and pay for the period moving forward."

    “Please wait for an agent to respond. You are currently '9' in the queue.”

    All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently '6' in the queue.

    All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently '3' in the queue.

    All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently '1' in the queue.

    Privacy Statement

    You are now chatting with 'KayCee'.

    KayCee: Hello there. Thank you for contacting Xbox Customer Support. My name is Kaycee. Please give me a moment to review your concern.

    tino: Here is the charge on my credit card acct on [MOD REMOVED] $9.99 Please activate this gold or refund this charge. It is frustrating that it takes 40 minutes via phone to just get a live person! XboxLive Acct:
    [MOD REMOVED]

    tino: okay thanks

    KayCee: Hi Tino. I hope you are doing fine today. Thank you for the additional information. Just to make sure that we are on the same page, you said that your credit card has been charged though your gold membership has expired already, did I get it right?

    tino: yes

    KayCee: Thank you for confirming. Don't worry I am here to help you sort things out.

    tino: i was in the middle of a game and then kicked me out to say my gold membership has expired. then i look into my account and there is the charge

    tino: thank you. the phone line is now saying 53 minute wait time..i rather roslve this in a timely manner

    KayCee: I am with you there. Just to verify, are we having the issue on the account that is signed-in ([MOD REMOVED]) ?

    tino: I appreciate your understanding of my frustration

    tino: yes

    KayCee: I understand that Tino. Allow me to further check into your account. One moment please.

    KayCee: I appreciate your patience in this matter, please give me more time to view your account in the system.

    tino: ok no problem

    KayCee: Thank you for waiting, I checked your account in the system. Please allow me to explain the charges on your account.

    tino: ok

    KayCee: You have been charge for the subscription for the month of May on the 27th of May, for June you've been charge for 27th of June too. So basically the charge that reflects on the account is for June, you have not yet charge for the month of July.


    tino: my understanding is that the subscription charges first and then the month of xbox live is activated. xbox live does gold does not activate until you pay the 9.99 or redeem a code

    tino: if i just started an account and wanted to have xbox gold. i have to charge the 9.99 first and actually see it charged b4 my membership is activated

    KayCee: And I was able to check that the auto renewal was turned-off that is why the Gold subscription for this month was cancelled. And to verify, you consumed that membership before you will be billed for the subscription. That's the billing cycle for
    Xbox Live gold auto-renewal.

    tino: yes i turned it off in the beginning of June, which should show no charges after that. I have use xbox live gold memberships before and the charges occur before the memberships is activated

    tino: Xbox LIVE Membership Charges: Xbox LIVE as a service is billed in advance.

    tino: thats from www.xbox.com/live/billing

    tino: Xbox LIVE Membership Charges: Xbox LIVE as a service is billed in advance. ... When you first sign up, select a subscription plan and pay for the period moving forward

    KayCee: I'll take note of the information you provided. When I checked the billing information on your account the $9.99 that was charged on 6/27/2013 is for your subscription for the month of June. The charges before that is 27th of May for the subscription
    for May. And for the month of April you have been charge April 2nd. I am suspecting you change the payment instrument by that time.

    tino: the charge on 6/27 is not for the month on june. Xbox live gold is a prepaid service. the charge on 6/27 is for the next 30 days. If I wanted to subscribe for a full year membership of xbox live gold, it does not charge me at the end of the year...it
    charges me first.

    KayCee: I got your point there Tino. It depends on the Subscription Anniversary Date on your account, it is when the system automatically bills you for the Gold membership. If your auto renewal is turned on the system it will charge the credit associated
    on your account every SAD (Subscription Anniversary Date). In you case your SAD is 27th of each month.

    tino: Okay so just to make it clear in a statement. You are refuting the fact that xbox live gold membership is a prepaid service under auto renewal and are claiming (as a representative of xbox) that the automatic renewal billing format charges my credit
    card after the service(month) is provided and not before (prepay).

    KayCee: Yes, that's what I see on the last 2 months of your account's subscription.

    tino: okay I just wanted it in writing that there will be no resolution as far as refund or one month extension of gold.

    tino: May I please get an agent number for reference on this matter

    KayCee: In this case Tino, we cannot process a refund because the $9.99 that was charged on 6/27/2013 is for the month of June and it was already consumed. One moment please as I generate a case number for your reference.

    KayCee: Thank you for waiting, here is the case number for your reference:
    [MOD REMOVED]    .

    tino: okay thank you for your help
     
    Poooopert, Jun 7, 2017
    #3
  4. Internet Expert
    Internet Expert Guest

    Double charged

    If you believe you've been double-charged, first contact billing on Xbox Support (phone or chat) to see if they can help you out.

    Phone (US/Can): 1-800-4MY-XBOX

    Chat: Contact Us | Xbox Support

    After contacting Xbox Support, get in touch with your bank as well to confirm if those charges are being reversed, or if you need more help.
     
    Internet Expert, Jun 7, 2017
    #4
  5. MargaretPalmer2 Win User

    Double charge

    Ok I used Google and finally was able to contact someone. As far as they can tell, the problem is on the PayPal side so I will now contact them.

    Thank You for your assistant!
  6. XBF Eladio M Win User

    Double charge

    Hey Margaret

    Thank you for taking the time to post this on the Xbox Forums. We understand that you are currently seeing unauthorized charges on your account.

    I would first recommend
    removing any payment instruments     that you may have on your account, as well as perhaps

    updating your security information     on your account to make sure to prevent this in the future.

    Additionally, you would have to request a refund through the
    Refund request form    , as we here on the Xbox Forums nor Xbox Customer Support, have the tools to assist you with this directly. All refund request are handled by the Refund Department, and filling out that form is the best way to reach them.

    If you are having difficulties with performing this, you can reach out to
    Xbox Customer Support     so that they may guide you on making these updates. You can request a call by following these steps:

    1. Log into Xbox.com
    2. Scroll down to the bottom of the page and select Support.
    3. Scroll down and select Contact us.
    4. Select Billing & accounts.
    5. Select See other options.
    6. Select Charges on my account.
    7. Select Show contact options.
    8. Select Request a call from Support.

    I hope this is of some use to you.
  7. Nursemorph Win User

    double charged

  8. Francia J. Win User

    Double charge

    Hi, I hope you're doing great out there despite the issue that you're experiencing. I am an Independent advisor and I am here to help you in regards to your concern.

    Can you please sign in to https://account.microsoft.com/billing/orders and then check if you can see two transactions from there?

    If yes, you may request a refund for the other transaction through https://xbox.com/refunds but if none you may need to reach out to your bank so they can validate the second charge.
  9. Lucas Lauer Win User

    Double Charge

    Hello, Fernando. Thanks for reaching out! My name is Lucas. I'm an Independent Advisor and a Microsoft user just like you. I'll be happy to assist you today.

    Have you ever had Game Pass Ultimate or normal Game Pass on your account? This offer is usually only for new subscribers. If you tried to subscribe to it when you already had Game Pass before, this may happen.

    Also, are both charges (R$5 and R$44.99) showing on your Microsoft account order history?

    https://account.microsoft.com/billing/orders

    Waiting for your kind reply.
Thema:

Double charged

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