Gamertag not changed but payment still went through. Refund Denied

TheRetroSet · Jun 23, 2021

Yesterday I made the purchase to change my gamertag and after the payment pop up on my xbox, the gamertag page loaded back in and said there was an error to changing my name. After looking at my bank account and seeing no charge yet, I figured that Xbox denied the purchase due to the glitch. I wake up today with a charge for the gamertag but my tag didn't change so figuring I could get a refund for the glitch, I went to the refund page requested the refund and started working on other things. In less then an hour I get an email saying my support case was closed and I was denied the refund for the time its been since the purchase. Its been less then a day and It said in the refund page that it was refundable. Im pissed and Any time I got to the contact us page, it says that refunds are not something you can call for. Anyone have any advice or solution to this? Ideally I wanted a refund but obviously Microsoft decided its not their fault their software glitched out

:)

XBF Houmaidi O

Hello @TheRetroSet!

With issues like these, I'd recommend checking your gamertag online just to make sure if the change went through or not. However, regarding the refund part, unfortunately only the refund department can help you with this process. The only way you can contact them is by replying to the email that you received telling you that you are not eligible for the refund.

RoB.

To add aswell, i bought item from avatar store with card on the payment options which is same as what im trying to change gamertag with, and went through without a problem.

James S_23

Note: It wouldn't allow us to use the money I put on her account but the change went through when I changed the payment for the gamertag change to the cc. So essentially I gave Microsoft money that we now can't use and paid for a gamertag change that should be free, at least for the first time.

Mister Beep

Hey RageFace247!

If you were charged for a Gamertag, but no change went through, the best route to take is to reach out to our phone support team through our
Contact Us page for billing support. If the Gamertag change didn't go through, one of the solutions may need to result in a refund.

XBF Erick C

Hey there Beast,

I do apologize for the inconvenience, unfortunately as the Refunds policy did change the only option you would have would be to go through the

Refund Request Form. Once you have gone through this of course, If you are being denied the refund then my only other suggestion would be to reach out to
Xbox Customer Support Team so that you can get this issue looked at.

I hope this helps.

Gamertag not changed but payment still went through. Refund Denied