Faulty game

Hello there @AdrianHatchett, I hope everything is going well!

Thank you for reaching Microsoft Xbox Forum support. You will find below the troubleshooting steps concerning your case; However, if you would like to request a refund you can definitely do so and you will find the steps to do so below the troubleshooting
steps. I would like you to go through the following steps to clear your Mac address and perform a quick power cycle:

Settings > Network Settings > Advanced Settings > Alternate Mac Address > Clear it and the console should restart. It would definitely help if you could restart the internet router while the console is restarting.

After going through the troubleshooting steps mentioned, I invite you to perform a quick power cycle by turning off the console and then unplugging all the cables. After 2 to 3 minutes, re-plug them back again, then restart your
console.

Another thing you should check is your NAT type. I would like you to check your NAT type if open because that could sometimes interfere. to check for the NAT type you can follow the steps below:

Settings > Network Settings > NAT type => It should be open.

If the NAT type is not open, you will need to open some ports with your internet provider. These ports must be open for Xbox Live to work: Port 88 (UDP) Port 3074 (UDP and TCP) Port 53 (UDP and TCP) Port 80 (TCP) Port 500 (UDP) Port 3544 (UDP) Port 4500
(UDP).

In case the issue still persists after the previous steps have been performed, here is the official link to all the troubleshooting steps that can help sort this out.

The link: https://support.xbox.com/en-US/help/hardware-network/connect-network/xbox-one-network-connection

In case the troubleshooting steps mentioned on the previous link weren't helpful, I have another link for you that could help you take care of the situation! Here is another and a more narrow link related specifically to game crash,
and game freeze related issues:

The link: https://support.xbox.com/en-US/help/games-apps/troubleshooting/game-issues-solution



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To request a refund on the game, please access http://xbox.com/refunds and sign in with the account and then select "Request a refund for a digital purchase" after that,
manually check the orders for purchase and Choose the reason the most suitable for your request.

The refund department takes up to 72 hours to respond and the money takes three to 5 business days to go back to the account.

I wish you a lovely day, and I hope this helps you out! All the best!

Kind Regards

Stay safe, and happy gaming!

Feel free to give us your feedback by voting below if the reply was helpful!

Sorry about that. You should get in touch with the game developers as the game wasn't developed by Microsoft.

Thank you and you also have a nice day.

I'm sorry about that Poodle. Have a nice day

Thanks for that but I did reply and have not received an answer.

I just find it unacceptable that a refund is denied because a game has been played. How else would you find out that the game was unplayable?

I pity the poor Series S buyers.

I will never, never, ever purchase another Microsoft product again.