Formal letter of complaint

JulianRios2 · Feb 8, 2020

To whom it may concern,

I am writing this letter because I am appalled at my experience with Microsoft with something as simple as changing the credit card I use for paying for my Game Pass. I first attempted to do it online however that did not work so I used the chat service
and was messaging a person. He could not help me resolve the issue so he told me I had to call in and speak to someone directly. I did and spent a significant part of my morning talking with a friendly customer service representative who did her best to help
me. I had to jump through so many unnecessary hoops such as cancelling my automatic payments, removing my old credit card, then adding a new credit card. At the end I thought my issue was resolved and my new credit card was charged. The Service Request number
was [mod removed]. I then get home to use my subscription and it was not working! I again had to call someone to attempt to fix this. This customer service representative was also very friendly but was having so much trouble activating my account after I had
already paid hours ago that he told me he would have to call me back because I was on hold for so long. This whole experience has been completely unacceptable. I paid for a service and it was not rendered. I am now sitting at home on Friday without access
to a service I paid for. How can Microsoft call itself a technology company when it cannot even handle a simple credit card change? I can see Microsoft posted a net profit of 8 Billion in the 3rd quarter of 2019. Where is that money going? Its clearly not
going to optimizing their customers experience as this headache has clearly shown. I am very dissatisfied and demand a complete refund as I will be taking my business elsewhere.

One very unsatisfied customer,

Julian Rios

:)

AquarrzSudnnym

"I first attempted to do it online however that did not work"

Sounds like you're having a real time of it.

I'm curious to know when you "attempted to do it online", did you use the XBox console

Guide>System>Settings>Account>Payment & billing section, or via a PC browser to get to your account?

This support, How to change subscription payment details may assist you.

Hope you get it sorted out.

Robby Sayles

Have you reached out to Microsoft Support?

JulianRios2

I have, I spoke with someone on the phone who attempted to solve it but because it was taking so long he said he would call me back when he resolved the issue. That was over an hour ago and the issue has not yet been resolved.

JulianRios2

The nightmare continues. I have now spoken to 3 customer service representatives and the call keeps getting dropped before my issue is resolved. I asked the most recent representative how I can continue talking to the person who was helping me resolve the
issue without re-explaining everything. The last person I spoke to said the only way to do that was if the customer service representative called me back. So far no one has. Once again how can a company that claims to be a technology company not have a system
in place to continue speaking with the person assisting me? A ticket number or phone number to call back without going through the whole phone tree again. These are simple solutions that are used by other much less "sophisticated" companies. Microsoft is a
joke.

xJCplDxSHESHO

wow, I understand your position and I would like to give you my support, since it is not very pleasant to lose access to something you already paid for, I hope your problem is solved successfully.

Formal letter of complaint