Game missing from Account | Customer Service agents keeps disconnecting the call

Hello Mr AH,

Thank you for your contribution to the Microsoft community.

I'm sorry to hear about the trouble you've been having with your missing game and the customer service experience you've had so far. As a Microsoft customer support agent, I can assure you that we take these issues seriously and will do our best to help you. Just a reminder, here on community we are not able to double check accounts and devices to check for the possible issue. What we can do here is provide/guide customers with possible troubleshooting steps for the issue.



To start, I recommend reaching out to Xbox Support again and explaining the situation. You can also try reaching out to them through their online chat or email support options if you prefer. Be sure to provide any relevant information, such as your Xbox account information, purchase history, and any screenshots or videos you have of the game. They have a better view than us here on community and they are able to escalate the case to our higher dedicated team if necessary.



Please follow the steps below to reach out to our live support team:

1. Please use this link: Contact us | Xbox Support
2. Scroll down and look at the lower left side if you can see the page matches the country/region you are currently located.
3. If not, please select the country/region it is showing and select the correct one among the lists.
4. Make sure to use to check the available contact times of the support.
5. Select the "Contact Us" button
6. Select the drop-down menu options that will match your concern.
7. The next window will provide you with support articles based on your request and we recommend reviewing the relevant articles before selecting the "See contact options" button.
8. On the final window, you will be presented with multiple options. We suggest selecting either the "Chat online" or the "Request a call" options to speak with someone. Be sure to provide as much detail as possible.
9. If you cannot get connected to the support, please use the Virtual Agent and enter this exact phrase, "Talk to an agent".
10. Should you be encountering issues contacting support, you may try InPrivate Window of your browser, other browser, different device/s or connect to different network.

Hope I helped!

YanYannn
Microsoft Community Moderator

Wrong when a customer service agent has one job the agent failed. The agents job is to respond to all questions in a healpful manner and when a person states a fact and the other person the customer service agent says the opposite saying he is stating a
fact the agent is calling the customer a liar. A good customer service agent will show empty when dealing with a customer. A professional customer service agent will try to defuse the situation unfortunately this agent did not even attempt to at all. When
the agent continued after I said bye with anything other than an apology then saying what he said is wrong. I the customer did not ask for anything free the customer service agent said it when he summed the call up. By the agent failing at a basic customer
service level he cost the companie a customer that is posting everywhere about this junk controller and how customer service deals with customers. i want to make sure that you know this for the future before responding the grips are sold as a feature to help
with performance on the elite controller

This doesn't account for the agent disconnecting the call though...

This doesn't account for the agent disconnecting the call though...

As I explained, they usually have a high call volume when there's a service alert. And issues do occur with the phone system. If you want to talk with them, you have a couple of options available there.

What issue do you have exactly, so we might try to find the proper channel to contact support.

The reason they are closed for Corona is not that support comes in direct contact with the customer, but usually, support call centers are densely packed with phone agents, that can't keep a social distance due to how their phone desks are placed in the
office.

So to prevent call center agents from infecting each others, they closed the call center, even though these agents don't come in personal contact with customers.