I was being charged for a subscription I never activated for a year

Hey there Irene!

Actually, if you are trying to get refunded for those subscription charges, then you would have to fill out a refund request via out portal at

Request an Xbox digital product or subscription refund. Customer support no longer has the ability to process any refunds themselves.

I would also suggest checking out the order history off of your account so that you can include any and all within the form. Once, you submit a request, you'll be sent a followup email explaining whether or not you're eligible for a refund.

Hope this information was helpful!

Hey there,

You should definitely have a chat with the Xbox Support. Please make sure to include as many details as you can as it will help them with the refund process.

Go here, and select your issue until you get "Show contact options" or something like that!

Hi Irene,

If you believe your account was hacked, Xbox Support can assist you with recovering your account in the event account login details were changed. Microsoft has one of the highest standards for account security and has multiple verification checks when an
account owner is accessing anything sensitive on their account online or when calling customer support. Usually if an account is compromised, the hacker will completely take over the account and make it their own by changing security information, emails, passwords
etc. so they gain the benefits of said account. When a product or service is bought on an account, it can only be used by the account that made the purchase, so it would only benefit the hacker if they completely took over your account.

Follow this support article for a compromised account solution and make sure to change your password if you haven't already done so. There are easy steps to restore your account if your security information is up to date:

https://support.xbox.com/my-account/security/compromised-account-solution

If a trial for Xbox Live was used, the terms say that the trial will continue with the payment method tied to the account unless the trial is canceled or the auto billing is turn off. Trials are not the same as pre paid codes as those do expire at the end
of their cycle automatically. This is a common example I've seen causing this situation.

It's best to contact customer support so they can go over your account with you and the history of said subscription to see what happened back in May of 2017:

1. Contact us here
2. Select My account
3. Select See other options.
4. Select Error Messages and codes.
5. Select show contact options and go to step 4
6. Select request a callback from support

if you had free gold when you started you would have needed to enter card details for your subscription to roll over contact Microsoft support they may be able to refund you.

Well, I just tried requesting a refund, but after answering a bunch of yes and no questions I was told my order isn’t eligible for a refund. They didn’t even ask me what exactly was purchased, and apparently it doesn’t matter that I never purchased anything
to begin with. Microsoft has no respect for their clients. It’s possible that my account was hacked, yet I can’t make them do anything about it, which indicates poor security and zero interest in protecting their clients’ privacy and finances.