How Xbox Handles Fraudulent Charges

LaZyDuDe501 · Mar 4, 2019

What I am about to tell you has taken Six months, and the capital "S" in six, is intentional to add emphasis to this comically frustrating endeavor.

It all started October 12th, 2018, when I noticed a charge on a deactivated credit card for an xbox purchase. I made a determination that this was unusual and proceeded to investigate the other payment methods tied to my xbox account. Much to my expectation
the same charge was attempted on my PayPal account, only that time it went through.

Blood pressure now slightly elevated I immediately filed a fraud claim with PayPal, as well as with Xbox. An investigation was started and to my surprise both parties denied my request, blaming the reason on the other, or on the legitimacy of the claim,
I was informed to rectify the issue with PayPal first, and try again.

Needless to say I am no longer a member with PayPal, they have lost my business for good, a separate story I'll save for another post. I proceeded to call Xbox support for the following 6 months, speaking to representative after representative, supervisor
after supervisor, all at first informing me that the situation would be resolved, or that they would "escalate the problem".

About 12+ "reported to our refund department statements" later and we are now in to the new year, and my patience has all but worn out. At this point I decide that enough has been enough and I will start pressing the issue even harder with these non-English
reps. I was now being met with hostility, some demanding sensitive information like my bank statements to be emailed to [Mod Removed: Inappropriate] knows where, one even telling me that I was a liar and that "the IP was made from my house."
Ignoring this total [Mod Remove: Profanity] I pressed forward to with this final rep, asking for his supervisor one last time. I am put on a silent hold, after he seemingly laughed at me. 20 minutes go by and I have heard NOTHING. Finally
I gave up, probably what he was waiting for, hung up and came here.

The date is 25 Feb. 19, Xbox now is calling me a liar, and I have no justice for this issue and nowhere to go but here. I have been loyal to xbox for 7+ years, this is how they have treated me, and I wonder, are they worth our support as customers anymore?
I know what my answer is.

:)

XBF Felixx P

Hello
LaZyDuDe501,

Thanks for reaching out to Xbox forums support.

I understand that you've been trying to receive a refund for a fraudulent charge that took place back in October 2019.

I apologize for all that you've been through dealing with this issue. I can imagine how frustrating this must be for you.

Unfortunately, we here in the forums department do not have the tools to provide refunds or look into Microsoft account

purchase histories. I myself as a customer, have sent (emailed) in screen shots of my bank statements to verify charges when

disputing a transaction. If that is what the Xbox Live support agent is requesting to help get your issue resolved, I'd recommend emailing

the screenshot. The only step we can suggest is again referring you to the
Xbox Refund Webform ,

and if the refund request gets denied, reply to the denial email and explain your situation in detail.

Also, always remember that you can give feedback and let your voice be heard by visiting
Xbox Ideas, powered by UserVoice !

I hope this helps!

Good luck and happy gaming!

Felix

Xbox forums support

xbox24ru

Hi there, i am so sorry for the experience you have had trying to get a refund due to fraud i understand your case has taken awhile to be sorted the only reason for this would be is a investigation on microsoft side and they would look at evidence from
all different sources to determine if this was an actual fraudulent case or was buyer mistake etc,

It may have also taken some time to respond to you for many other factors and it could also be that the bank or financial institution was not forthcoming at the beginning with the request from microsoft many different factors could have happened here and i
can only apologise that this happened in the first place.

I also understand how upsetting and stressful this situation has been for you and it looks like the case is still ongoing looking at your notes.

Microsoft takes fraud very seriously but communication can break down at times because maybe one party involved had issued wrong information to xbox or microsoft at the initial request, I would advise that you submit any evidence you have in form of a PDF file
to xbox fraud department so they can look into the issue further and properly with the correct information and so on.

I can only imagine how you must feel regarding this situation, paypal should have also done an investigated their end as well but i am not sure they did a complete investigation.

I hope this information helps, All the best.

Kind Regards

Alec

steeledwand7664

I am sorry to hear about the frustration that you have been going through.

One thing you have to understand is this when it comes to purchases like this (fraudulent) All that MS can see is the purchase that was made on the account itself. They do not know if you did it may have given your account information to someone else and
they did it or what may have happened.

ALL fraudulent charges would actually need to be handled by your financial institution that the purchase was made through.

I will give you another example. Say someone got ahold of your credit card and went into any retail store and made purchases with it you would not be going to the retailer and asking for a refund they would tell you that you have to contact your financial
institution.

Sbanger2000

DO NOT LET XBOX SUPPORT HANDLE THE REFUND!!!!

I cannot stress this enough. Once you have your investigation number, call your bank and have it disputed. You are not a valued customer to Microsoft, no matter how much they will tell you that you are.

I too, was reassured that I would be refunded the amount that was fraudulently charged to my account, and I wouldn't be posting this warning to you if they did refund me.

My investigation has been pending for >100 days, I was finally fed up with waiting, so I called my bank... you'd be surprised at how fast they refunded those charges.

HuskerNiner

Reported it as a fraudulent charge and they said it should be off my account 3-5 business days. This whole experience makes me wonder how many other people are being ***? Charge was from Microsoft.com.

How Xbox Handles Fraudulent Charges