Double payment for October Xbox Live

Hey there!

I couldn't find a French Microsoft Xbox Live support chat online to expose my problem, so I post it here, in case some Microsoft dudes can see this (?!)

The previous month (October), the XBox Live service was factured (and then also payed) twice on the 26th.

Despite the fact that I tried to find some online support I just could'nt find anything appart some
[Mod Removed – Profanity]online FAQ that of course doesn't cover such kind of problem, and as I don't want to spend bucks taking the phone, the only thing I could do was to cancel my monthly subscription to the XBox Live service.

Anybody got the same problem?

Any official Microsoft people here??

Or only offshore-style [Mod Removed – Profanity] support available as with many big companies???

:)

 

"sorry there's an issue with your account"

Go back and double check to make sure all card numbers an expiration dates are correct an visit this link

support.xbox.com/.../add-edit-xbox-live-payment-option

 

Xbox live double payment

Hey Worsthaar thanks for staying in touch,

Here is the link to
Request an Xbox Digital Product or Subscription Refund. Check it out and let us know if we can further assist in this or any other issue or inquiry!

 

(๑ˆ◡ˆ๑)ﾉнёιιο

I'm sorry to hear this happened. Now, what you could do in regards to reversing the payment
would be to submit a refund request.



Click here to learn How
to complete the refund request form.



After you submit the request, you’ll receive confirmation and follow-up emails that will include instructions on how to keep track of the status of your request.



If you have questions about the process or have not heard anything within 48 hours please reply to the confirmation email sent to you.
Our dedicated team is ready to assist you.

If you would like further Live Support, you could request a callback. The best way to reach Live Support would be here:
https://support.xbox.com/contact-us#0



It's going to ask if you want help from the virtual agent select
no thanks,pick the category(Games)and just pick a contact method
(request a call from support or Chat is faster).



Hope this helps

 

Hi Leslie, thanks for the quick answer, unfortunately when I try to request a refund, the page ends up in a 404 (with such url: https://support.xbox.com/Error?erro.../forms/request-refund&cv=POoT0YbAp0uz/M2c.0.0).

I have the same result with the bot :/

 

This has happened to me to and I can't seem to find a way to claim a refund.

If I follow the supplied link it tries to take me to an English page BUT my Xbox account is on the German store.

If I click on the link to go to https://xbox.com/refund that also goes to an error page https://support.xbox.com/Error?erro.../forms/request-refund&cv=kY7NgTITB0qw4VUT.0.0

There does not appear to be an equivalent to the Request an Xbox digital product or subscription refund | Billing page on the German store.

If I switch out the en-US for de-DE in the link I am taken to an error page.

Looking through the list at Rechnungsstellung : Xbox-Abonnements there isn't a mention of refund.

I try and use the Virtual assistant to try and talk to someone but that isn't working, or I end up with the German virtual assistant and I can't communicate with it so well.

Quite annoyed now having spent the last 45 minutes fighting with this. Highly tempted to do a claim back via Paypal.

-- EDIT --

Oh and on the German version of the Contact Us page, there is no option for Refund under Games and Apps.

Kontakt | Xbox Support vs Contact Us | Xbox Support

 

Hello all!

We understand that there is trouble when attempting to request a refund through the
Refund Request Webform, and we have a suggestion for all coming across a 404 error.

The reason for this is that the refund request webform is designed for English regions currently, other refund requests may still be made with a support agent in any region through our
Customer Support Page where a callback may be requested.

Try this out and let us know if this works.

Best wishes!

 

I am happy to use the form in English. Would I be okay using a VPN to get at it?

Secondly can you explain where on that Customer Support Page we can request a callback? I don't see that option on either the English or the German versions of the page, and using "Callback" with the Virtual Assistant doesn't offer the option.

 

Hey there tarasis!

I believe that you should be able to use a VPN if you want to try and request a callback through that. It should work as long as you're able to access the internet but you could run into problems depending on what browser you're using.

Now, there's different ways for you to request a callback depending on what your problem is but I think that the best way for this kind of problem would be to go to the "Contact Us" site, choose (at least for problems with subscriptions) "My account", select
that you would like to "Cancel Xbox Live Gold Subscription", and the option should appear to you.

Give those a shot and let us know if you run into any trouble.

Thanks!

 

Hi Esteban,

When I go to "My account" > "Cancel my Xbox Live Subscription" equivalents for French page, I only have two choices for the final step, which are either publish a message on these forums (English only), or call the tech support (and of course, the last choice
is via telephon only with extra costs here).

 

Another thing I remarked about that extra payment: the number order is different than the others (for techies: rather than a string with 18 numbers, this one has hexadecimal values separated with the '-' char).

 

Hi Sebultura,

Thanks for reaching out to us! We appreciate all the information. If there was a double charge and you are unable to use our

Subscription Refund Webform due to region or language then please
contact our Live Support team. Also, the
Xbox Live subscription was updated. Now the monthly billing and renewal date are the same; the monthly subscription will be billed on the day it renews. Since the billing and renewal date are the same, there might seem like a one-time, sooner-than-expected
charge for your next renewal.

There is always the method of canceling the subscription however there is a chance the payment would remain. That is where the refund form comes into play but since you are unable to access the form, this is not the best method.

Let us know if there any other questions or concerns

 

Hi Jasmine,

Too bad such a change happened in the meantime and customers weren't informed of this: I already ended up my subscription as I thought there was a big problem and realizing support in my country can't be done online, I didn't want this to happen twice just
in case...

Anyway, now the few dudes coming here seing these posts will hopefully find an answer to their question.