Got charged for a FREE game? Refund denied..

You need to reply to the refund denial email, explaining what happened. Replying to the email escalates it.

Which game was it? I've never heard of someone being charged for a free game before so am curious as to which one caused it

Sorry, Brond here. I've had to use another persons account to answer the question as it seems I'm locked out from this particular question.

The game is Asphalt 9, a car racing game. It's listed in the free games for Xbox even to this day. After Microsoft denied the refund, the only way I could reply, was to give feedback on the subject. I have had no responses from anyone, so I've had to get my bank to chase it up instead and start an investigation. There is no way I can directly reply to the Xbox case where refund was denied. There is simply no option I could find there.

I tried to answer you, but it kept saying my account doesn't exist, even though I can log into my Microsoft account naturally anyway, it just won't let me into my own forum question.

Very strange....I've just bought Asphalt 9 from the Store and it was free. The game does offer the possibility of buying things but it is all handled within the game and, far as I can tell, there's no separate DLC you can purchase. I have no clue how you ended up getting charged.

Regarding the refund, you should have received an email telling you your refund request had been denied and you could then reply to that email to escalate it and add more information. However, I have seen people before say they haven't received the email.

Not sure how much help it will be but here are the telephone numbers for Microsoft Store Support..just find your country:

https://support.microsoft.com/en-us/account-billing/contact-microsoft-store-support

Hello, Raoul. Thanks for reaching out. I'm Lucas, an Independent Advisor and a Microsoft user just like you. I'll be glad to help you out.

The Xbox customer service does not handle refund issues. Only the refund team does. If your refund got denied, you can only reply to the email you received about the refund request being denied and ask for another review of it.

If it is denied one more time, all you can do is to contact your bank or credit card company and dispute the charge.

I'm really sorry about this and I hope you understand.

Feel free to ask back any questions you might have.

Yes, contacting the support is the best and faster choice, since this is a games with gold, that should be free and you got charged they will refund.