How to get a refund for unauthorised in game purchases made on a mobile phone uk

McWAM · Aug 3, 2020

Before My son left home he made purchases to fifa on his phone making a huge phone bill, ( he will not help me with this as he refuses to except what he's done) the phone company won't help and have told us to pay and then contact microsoft which I have
done on the 28th July 2020. The lady I spoke to said she would look into the refund and contact me back within 72hrs thats been and gone so called today to speak about the situation and the guy said there was no record of my phone call but won't put a new
claim in as it may into fear with the previous call representative that may have used another platform to escalate the refund and to wait for her call. So I found another number ( microsoft Ireland) and the lady said I wouldn't get a refund and I needed to
speak with xbox and there department wasn't open until 4pm uk time so to call back then.

I'm really stuck with what to do or if I should even continue to try and get the money back if I'm realistically not going to get it back. Am I wasting my time?

Any help would be much appreciated as im not a technical person so this is really hard for me

Thanks

:)

Onyx Is Here

Hello Jg123-dc, sorry to hear this happened to you.

Glad to hear you've gotten access to your account. If you haven't already I'd recommend changing at least the password and/or email and turn on 2FA for your account.

In the meantime you can try filling out the form here https://support.xbox.com/forms/request-a-refund with as much information as possible. You can find the order number of the purchase on your account at https://account.microsoft.com/billing/orders

Once filled out it can take up to 78 hours for support team to respond to your email regarding the request

THEOWENKILLER

Have you recently added a new card?

Some charges can be made to check the validity of the card, it is refunded.

Other than that, you should call phone support to report any unauthorised charges.

Daft Badger

You can find out how to set up pass keys to prevent someone accessing your account or making unauthorised purchases HERE

Support do not issue refunds not can they be contacted by phone in most countries.Details on if you are eligible for a refund & how to apply for one can be found HERE

Daft Badger

As clearly stated there are no refunds on digital purchases.

You may want to follow the steps
here on how to prevent unauthorised purchases.

Noahgriff

This might help;

The refund policy the team goes off when reviewing refund request is:

Limited to one refund in a 365-day period (apart from technical faults with the game and unauthorised purchases)
Brought within the last 14 days
Played less than 2 hours
Not as described/ Technical Issue (and no service outage https://beta.support.xbox.com/xbox-live-status)
Accidental/ unauthorised purchase

Has to meet top 3 requirements.

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Runaway Account

hello for the first time I have a child bought a game fallout 4 forza horizon 2 fast furios, I was a

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How to get a refund for unauthorised in game purchases made on a mobile phone uk

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