Exchange or Credit for incorrect purchase

Hey there Antonio!

Sorry to hear that you've found yourself in this situation.

If you couldn't get a refund via our new portal, yeah you can file a dispute with your financial institution as well. Our refund department only really can do stuff if it falls within policy so it might be easier to do so. It might take longer but I think
that's the best course of action in this instance.

Hope this information was helpful.

Thanks!

If you haven't already, you can reply to the email you received denying the request in order to get in touch with the refund specialists and try that. Unfortunately they are the only ones who could issue a refund and there is no way to exchange it.

I'll try this next. I'll let you know.

Reply to the email they sent denying your request and ask for a reconsideration.

Hello Antonio,

Being they are not leaving the case open and that . If your wife bought it on her account she can request a call back. Follow the guide I have down below to help get a support agent to call you back. You can discuss it with them and see what they can do.

When you go to
Contact Us to get it to request a callback follow these steps:

• Step 1 ----select Xbox One
• Step 2 ----select see other options then subscription changes
• Step 3-----select show contact options
  
• Step 4 ----select request a call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Thanks,

Brad

Xbox Forum Team