Impossible to get support for a refund

Guillaume Lafond · Sep 14, 2023

Hey,

I'm really discouraged, forums seem to be my last option. I bought Starfield Premium on September 2 in hopes of playing early release and subscribed to the xbox game pass.

After 2 days of trying various methods to launch it, I never managed to open the game, let alone play it.

So I decided to get a refund on the Premium.

Here's everything I tried:

1) I went to the xbox games refund page, filled in the questions, and was asked to choose the product to be refunded. But the game I bought was not displayed. However, I received the invoice by e-mail and the confirmation with my order number, and the amount was charged to my credit card.

2) I tried to get support by e-mail or online, again on the support page. For several days, I get an error message telling me that the system is down and to try again later.

3) I finally find an e-mail for support and write, with supporting documents to prove my purchase, explaining that I can't find the game in my previous purchases. They reply that they can't find the game, as if they hadn't taken the time to read that this is EXACTLY what I was explaining.

4) I've emailed them back 2 times, no new reply for 7 days.

5) I wrote a ticket on their facebook page 2 times, no sign of life.

6) I finally found a phone number to get support, I waited for a good 40 minutes before they hung up without even talking.

What can I do please, I feel helpless.

:)

Guillaume Lafond1

1) I wasn't asking for refound for the game, since I didn't bought it as you said. I mentionned it in my post, I'm looking for a refound on Premium only.

2) I didn't consume it, I have a total of 0 minutes played with the Digital game. I'm sure they have access to this data to confirm it.

3) When it didn't work with game pass, I tried downloaded it on Steam. didn't work neither but had my refound confirmation within 1 hour.

In due respect, it seems you didn't really read my post or red it too fast.

ngocphi

Well first it's DLC not.a game

Premium.is a DLC package and you can't refund starfield because you didn't buy the game

Generally you can't refund DLC because once you consume it you can't refund it

You have to look up starfield premium on your order history

Guillaume Lafond1

Hello Darhyl,

Thanks for reply, but I srill feel helpless since again I hit a wall.

what you propose me is to try again what I did a dozen times on different days, I mentionned it already in my 2).

I always hit an error message when I do what you propose, something like : "We currently have a problem to give you the needed support please come back".

Now days pass and I can only see Xbox telling me soon "14 days are gone since your buy, sorry no refound.

Can I have a phone call from your side or a email that isn't a bot I can't reply to?

Thanks

Darhyl Amizola

Hi Guillaume! I'm more than happy to help you!

I'm sorry you are experiencing this with the game Starfield. No worries, let me help you sort this out.

I understand that you also tried to request a refund via the refund webform team and contacted Xbox Phone Support to no avail and I would totally feel the same way if I were in your shoes.

In this case, I would highly suggest you reach out to Microsoft Xbox Chat for better customer service support based on my personal experience.

To contact Xbox Support Live Chat, follow these steps:

1. Visit the Xbox Support website: https://support.xbox.com/en-US/contact-us/
2. Click on the "Contact Us" button on the right of the screen.
3. Select the issue you need help with and click on the "Next" option.
4. Sign in to your Microsoft account.
5. Follow the prompts to connect to a live chat agent.

Lastly, please be advised that we are only Xbox users here in this community just like you. We are not Microsoft employees and we do not have tools to access your Microsoft account.

For reference link: https://answers.microsoft.com/en-us...ive-chat/b75d470e-8c19-4399-bcc9-e6e0bc2ec2fd

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

WPAK

Hi there,

it's impossible to move subscriptions from one account to another, it may be best to contact Xbox Support via Phone or Microsoft Support Chat option at
http://support.xbox.com/contact-us they are able to determine if you can get a refund when cancelling the subscription and use that refund to get a subscription on the correct account.

Impossible to get support for a refund