Hoping someone from Xbox/Microsoft sees this. Some actual help would be nice

I managed to get an xbox series x from Eb Games (Canada). It turned to to be defective after one day. It completely shut off and wouldn't turn on anymore. Because all the consoles were sold out, I applied for the advance replacement program with Microsoft - They send you a new console, and you ship your faulty console back to them.

EB Games managed to call me back shortly after saying they were able to replace mine after someone had cancelled their pre-order.

I wasn't able to cancel the transaction made with Microsoft but they said to simply ship back the new console.

I shipped it back only to get charged on my VISA for a brand new console a few weeks later

I spoke with someone from Microsoft after finding this new charge and they said they were able to give me a refund since I had returned the new console back to them. He mentioned I should be seeing a refund within 2- 4 business days.

NO REFUND after 4 days

I called VISA and they mentioned that they couldn't see anything on their system that Microsoft had processed but mentioned wait 10 - 12 days.

12 days have gone and I'm still charged. Today I get an email from Microsoft stating that they haven't received my faulty console.

I spoke with microsoft (the 4th rep) today and they told me that I have to deal with EB games and they need to send that console back to Microsoft in order to get a refund.

This is frustrating because I'm being charged for a console that I sent back and I'm also forced to deal with EB games and find out what happened with the defective console that I gave back to them. It's not my job to micro manage and see what they do with their defective consoles.

Can anyone from Microsoft help here? Can someone tag Larry Hyrb? I don't know how to tag someone on here.

submitted by /u/maverick19614
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