I have (local) money in my account - but when I purchased online it used my credit card.. why ...

I'm extremely upset about the lack of help I was able to get from "customer support chat"... unreal. I "purchased" a game via the web site. I have over $60 in my "local" xbox account. However, when I purchased the game all the funds were from my credit card
and there is "no" way to reapply/refund/credit/move the 'local' xbox account money to cover my purchase.

This is just dumb, the customer service guy basically told me, you should have purchased the game from the xbox 360, then it would have used my xbox live account money.

Why can't I just get "refunded" my money I've already put into my account. THIS IS SO NONSENSICAL!!!! I can tell you one thing, I'LL NEVER BE BUYING ANYTHING FROM Microsoft/XBOX if this keeps up and I don't get some resolution to this! Such terrible customer
service. Why would I ever put money into my account if I didn't want to use that first?!?!

My "reference" to my super "helpful" chat was: [Mod Removed]

WHY WOULD THIS PERSON LEAD ME ON LIKE THEY WERE GOING TO BE ABLE TO HELP ME?!??!

My chat is as follows:

Winchester: Hello, thank you for contacting Xbox Customer Support. My name is Winchester. Please give me a moment to review your question.

Winchester: Hello Andrew, How are you doing today?

Andrew: Hello, I'm doing alright, thank you

Winchester: Glad to hear that you are doing alright! I can see here that you wanted to use the local currency to purchase for the game and it seems that your actual card deducted on it , yes?

Andrew: yes

Winchester: No need to worry, we will do our best to isolate the problem, and will provide you with your best options to resolve your concern. may I ask for your GamerTag and the email address associated with the MS account, please?

(gamer tag and e-mail was given)

Winchester: I'm very positive that you've purchased the game through the Website, yes?

Andrew: yes i did

Winchester: I just want to make sure that when you are going to use the local currency on your account please use the console upon purchasing the game content though so that it would be deducted first the local currency.

Andrew: oh, ok

Andrew: that's good to know

Winchester: Thank you so much for that Andrew. I just want to make sure that you wanted to have a refund on this game content, yes?

Andrew: yes, if we could do that, that'd be great.

Winchester: As much as i would love to process a full refund here in our end Andrew. But the game is already attached to the account as well with the game license and we cant revoke here in our end as well. I don't know how to say this one
but i'm afraid that we cant process a full refund though. Worry not in the near future you can still use the local currency upon purchasing the games add-on and much more.

Andrew: Can't you simply reapply my local funds to 'refund' my card? I don't understand how you can lead me on like you're going to be able to help, and then not help.

Winchester: Sorry for the confusion that I might have given you Andrew. In this kind of situation though, local currencies can be used if the xbox 360 console device is the one used to purchase the content. Purchasing contents on the website
using local currency is not available yet.

Winchester: But this is already being worked on by our Microsoft Engineers so that we can provide the best Live experience for all the customers.

Winchester: As for the refund though, please understand that our sources here are limited.

Winchester: We do follow a system policy and every policy is integrated into the xbox console system.

Winchester: As much as i would love to override it here in our end but we don't have an option do to so.

Andrew: I'm incredibly frustrated, that doesn't make sense and I cannot believe that I just completely overpaid for a game (as it is available for much lower elsewhere). I realize it might not be your fault, but this is
simply pathetic that there is nothing you can do

Winchester: We would really love to process a refund for you Andrew, however it is the system policy that is forbidding us to do so. It would also be a violation that will be attached to the account if the refund will be processed. We would
not want for the account to be tagged as fraudulent.

Winchester: the sudden that i cant

Winchester: Now here's what we can do, I'll provide you a link for you to voice out your issues and concerns regarding this, and to be honest, I have also purchased a game content through the website instead i do have a local currency which
can be done through the console on my account.

Winchester: This link will allow you to communicate with our higher management and for me that would be the quickest way to get real time update about this matter. alright?

Andrew: Sure

Winchester: Sure thing Andrew i would love to provide you that link as well. Also we done conduct weekly meetings regarding issues that we commonly receive and how we can improved it, I'll be your voice here in the office and I'll certainly
voice this out for you.

Winchester: Here's the link Andrew.

Winchester: http://forums.xbox.com/xbox_forums/xbox_feedback/default.aspx

Winchester: By the way here's your reference number, [Mod Removed]. a reference number under your account here which will serve as a basis of our contact today. Everything here is noted and documented under your account and
reference number to make sure you are well taken cared of.

Andrew: I have a hard time believing the forums is the place to communicate with your higher ups. Whatever. I thank you for your time, still can't believe there is nothing 'the system' can do to help me.

Winchester: Rest assured that they will response you on this case Andrew once they received your message. As much as i would love to Andrew but we don't have option here in our end. We would love to help you on this case Andrew.

:)

 

Xbox live

Xbox credit on your account cannot be used to purchase memberships such as Live or Game Pass. You can only use a credit card, paypal or a pre paid membership card purchased from your local retailer.

 

GOLD SCAM

I dont know if it is a geographical issue, but in here money from gift cards can be used to purchase gold membership.

 

It's better to contact phone support in order to contact billing to receive a refund. 1-800-4my-xbox However, everything in the marketplace does state that there are no refunds so there is no guarantee they will give you one. Also, both the website and the
console tell you what payment method you are using before you confirm the purchase. So you would have confirmed the fact that you were using your credit card.

 

I appreciate your reply, it's just more frustrating that they can't reallocate my funds.. Yes, I made a mistake in purchasing online vs the console. Just can't believe there is nothing they can do.

 

Do as Smwutches said. Give phone support a call. If the purchase was just recently then they may be able to give you a refund (again, no guarantees).

Just explain the situation to them and that you intend to purchase the item again on your console using the currency available. If they give you a refund then be sure when purchasing on the console that you select the option to pay with your currency.

 

Thank you both for your help. I'll give that a try.