I need to raise a complaint how do i do this?

Hi. My name is Brilliant, an independent advisor, happy to assist you today.

To report a new complaint:
1. Press and hold the Xbox button, and then select Report a problem to launch the Report a Problem app.
2. Select Report new problem.
3. If you're experiencing an audio or video issue, you can provide additional info and diagnostics to your problem report by selecting Reproduce with advanced diagnostics.

For more details, kindly visit: https://support.xbox.com/help/account-profile/manage-account/xbox-insider-hub-report-a-problem

I hope this helps.

Still same issue, no movement on download at all.

How do I raise a complaint?

Hi there,

Thank you for reaching out to us. Can you clarify what kind of support you're seeking, some details should help us understand the issue that you're seeing. Of course, keep in mind that if it's a change in services, that you can make such suggestions over
user voice website. Otherwise, you can reach out to a support line for help with issues that can be immediately addressed. We're here to help.

Do you still have access to her account, if so go to https://account.microsoft.com change password and remove all payment methods.

Hello

That is unfortunately how all companies function. The shipping is covered you just have to print the label off. Your only option is to mail it yourself and cover the cost of shipping. If you're vulnerable as you say and had the label you would still need
to go ship the parcel physically. You're gonna have to figure out a way like thousands of others have. Maybe you know someone that can print it for you. Maybe this isn't something you should do at all. Purchasing a new controller may be a safer option.