I saw two transactions on my bank account from Microsoft Xbox but I have never made a...

Hey, there!

Thank you for contacting us and welcome to the Microsoft Community.

My name is Darhyl. I'm an Independent Advisor and I will do my best to help you sort this out.

I'm sorry you are experiencing any trouble right now. No worries, I'm here to help you.

In order to request a refund we need to make sure we can confirm the charges of a Microsoft account under its order history.

Since you do not have the charges under your Xbox account, please check on other Xbox accounts from family members who use your Xbox console or Windows PC frequently by signing their account on account.microsoft.com > then please go to Payment and billing > order history.

Please let me know if you're able to confirm that you can see the charges of 10.99£ and 16.74£ on the account's order history.

Thanks. So if there's nothing reflected on my purchase order history, but I have bank account transactions for Microsoft Xbox, that can only mean the purchases are against another Microsoft account. Is there a way of tracing purchases back from the bank
to Microsoft to identify the account / individual?

Hi there,

Thank you for the speedy reply.

What concerns me is that there are no successful transactions in my order history. However on my bank statement, it states that I have two successful transactions of R315.00 each from Mojang that was deducted from my account on the 29th of May 2022.

Right now I have 4 contradicting pieces of information. My microsoft account says "no transactions in the last 3 months", my Xbox account has renewed my subscription today alongside this purchase with no issues so that should also show up in transactions, so should my renewals for the last two months before that since that would make up 3 months of subscriptions. And the Game is working fine like it has been paid for. My bank account says I've paid twice (payment still pending). Xbox Online Store told me for half a second that there was an error & no transactions had been made & it displayed Skyrim as not being purchased yet, but after quitting store to go to the help support desk or run a troubleshoot I saw that in my apps the game had been purchased & was sitting there waiting to be played.

Short version of the 4 pieces of information:

Microsoft - No Transactions in 3 Months

Xbox - Everything's Fine

Bank - I'm charging you twice for no reason

Xbox Store - You did not buy that game, mostly, I mean you did, but you also didn't & I refuse to elaborate on my errors.

Me - What is going on here?

Hi Arturo,

Thank you for the response. I am currently speaking to a representative at Microsoft who also claimed that the transaction will take time to settle. This is not the case as I made a purchase from the Xbox store while the associate was on the phone with me, and the transaction was instantaneous as it always is. Out of all the money spent on virtual currency through the Xbox store, I have never had this issue.

I would be suspicious if the transaction did not clear with my bank, but Microsoft is showing a "pending payment confirmation" message. When I spoke to the rep at my bank, the transaction was complete, nothing should be pending. It's essentially paid for at this point.

The one anomaly that did occur when I made the purchase on the Xbox e-commerce site is that a confirmation code was not returned to me which was strange. Again, this led me to call the bank where they verified the transaction was good.

I assume that something happened between the e-commerce site (Microsoft) where the payment request got sent out, but something got dropped on the return message from the bank and how it was handled when Microsoft received payment.

It's frustrating as a customer making a tiny purchase has to go through all these loops to simply get a product that was purchased via their e-comm platform. At least complete the order for the sake of the customer and figure out the issue internally.