How to escalate a refund issue ?

SamC6 · Jan 29, 2019

i am trying to figure out how to escalate a refund issue. Microsoft support declined a refund request that was made within the 14 day time frame for a game that was purchased. I have made repeated failed attempts to communicate with them and via chat,
email and phone. Over the phone i have successfully reached two people - neither of which could help to process the refund but did comment that an error was made in their initial response and i should have an email soon with the approval. Then i just get
another decline. They are obviously not reading the email where i provide confirmation of the purchase details along with the initital refund request. They are an absolute nightmare to deal with and continually decline with no reason stated and then close
the case. I am beyond fruatrated with them and with the barriers they place to delivering respectable level of customer service.

:)

SamC6

Thank you for the reply. I have replied to the email decline - multiple times with information, and confirmation of the purchase and the refund request within the required time frame of the refund policy of 14 days -- it seems that the email i am sending
is not being read and is never acknowledged -- i spoke to a person who told me that the first request was not properly responded to and i should get an email confirming the approval - and that he was not empowered to deal with it himself. then the note comes
back as a decline with no explanation - jsut saying its closed. its been a circle of getting empty replies and not being heard. There seems to be no facility to escalate or have a dialog with them. I have tried phone and chat and they don't seem to be
able to resolve it - although they do confirm the refund should have been issued. so frustrated.

XBF Brad A

Hello Sam,

thanks for coming to the forums with your question. You will need to reply to the email that stated you were declined. There are many different factors when it comes to refunds not just within 14 days, like if you had any previous refunds. As stated in the

Microsoft agreementunder refund policy first line states all are non refundable:

Refund Policy. Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable. If you believe that Microsoft has charged you in error, you must contact
us within 90 days of such charge. No refunds will be given for any charges more than 90 days old. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar
refund in the future. This refund policy does not affect any statutory rights that may apply. For more refund information, please visit our
help topic.

Definitely try to reply to the email that said you was declined and go from there.

Hope this helps.

Brad

Hyperion CMDR

I would agree with Brad on this. They can refuse it if they want to in the policy stated above. There's not much you can do beyond talking to a supervisor on the phone.

Believe me I use to be a call center rep and know the routine.

Smwutches

You would have to try responding to the email you received denying the refund to contact the refund specialists.

XBF Leo G

Hello NinoNinho,

Thanks for posting on the Xbox forums. We noticed that there is
another thread that was created by this account regarding the same issue. The moderators, volunteer moderators and ambassadors do not have the ability to manage refunds for an account. The answer has already been provided on the original thread. We will
be locking this duplicate thread. If you need assistance with any other issues, please create a new thread so we may assist you. Thank you again and take care
NinoNinho!

How to escalate a refund issue ?