Incorrectly billed and reward points not registered.

Hello all,

So there is two issues I have.

Firstly I pre-ordered Battlefield V Standard Edition on my Xbox via the store in June and chose to use £12 Microsoft credit and pay the remaining £47.99 with my credit card. When the payment was charged on 12th November I received an email about my order
stating that £12 credit was to be used etc. But when I checked my credit card statement, I have been charged the full £59.99.

I have tried resolving this myself, spoke to a Microsoft representative on the phone who advised me to request a refund online, which I did and my request was rejected. (I believe due to them not reading the notes and assuming that I just wanted a full refund,
rather than a partial one)

Secondly, and this is more an annoyance than anything else, but I did not receive any reward points for this purchase. By my rough calculation I should be due around 1200 points for this purchase (20 points per £1 spent). I again filed a ticket about this
and was told that after 'thorough investigation' my purchase didn't qualify because I didn't use my Microsoft Account associated with Microsoft Rewards.

This response seems rather ridiculous to me because I ordered the game on my Xbox One, on my Gamertag, which is linked with my Microsoft Account. I can (and do) earn Microsoft points through the Microsoft Rewards app on my Xbox One. It's the same account
details I use to log in to either my Microsoft Account directly or to access my Gamertag.

All in all I'm pretty frustrated at the amount of steps that I have taken already in trying to resolve this and then still making no real progress. In my opinion it shouldn't take me having to post on a forum about these issues to get them resolved.

Thanks in advance to everyone who reads this and anyone that can help me get a resolution.

:)

 

I bought the Xbox one s mine craft edition but did not receive the 50,000 rewards points

Not sure if this is an error or if I did something incorrectly I purchased the Xbox one s mine craft edition but I did not receive the 50,000 rewards points that are offered as a reward for doing so

 

It doesn't look like I have received Xbox Live Rewards points that I should have.

Freedom Rewards October 1 – December 31, 2016

I should have completed 2000 points for FREE Pass and 2000 points for FREEquent player.

It shows that I should qualify based off of Microsoft account billing history. Has this just not registered yet or am I thinking about this all wrong?

 

For the issue with the refund, you'll want to try replying to the email you received stating the refund was rejected in order to contact the refund specialists. Regular support no longer have authorization to handle refunds.

For the Microsoft Rewards issue, you would have to continue working with Microsoft Rewards support.

 

Hey there Kurt,

Thanks for reaching out. I'm sorry to hear about the issue with a recent purchase.

If you used account credit only to pre-order your game, your balance will be taken immediately. If you used a credit card, or split your payment between credit card and account balance, you will be charged around 10 days before the game launches.

Check out this article:
Pre-order Xbox One digital games in the Microsoft Store

I do recommend to take a look at the
purchase history on your Microsoft Account.

Hope this helps.

 

Hi,

Thanks for the reply, that's good info to know, but it doesn't really apply to my original question. My issue is that my credit card was charged £59.99 (the full amount), when it should have been charged only £47.99 (part of the total) and the remaining
£12 would have been microsoft account credit.

Thanks,

Kurt

 

Hi,

Ok thanks, I'll try replying to the refund email, but it does say that ticket is now closed.

I did persist with the Microsoft Rewards team and after another 'thorough investigation' they found that I should have been credited with the points and have since updated my balance to reflect this.

Thanks for the help

Kurt

 

Hey there Kurt!

Sorry to hear that you're dealing with this mix up regarding your pre-order of Battlefield.

After looking at the previous replies, I think I have come up with what was causing that.

Now when you pre-order a game purely with Microsoft account funds, it would transact right there and then for you and when the game comes out, you can download and play it. But as previously posted, a credit card pre-order would charge 10 days before the
game comes out.

Since you paid primarily with credit, it put your order on hold until then so it could fully charge you because we don't have a means for you to pay some now and then pay some later.

That being said, I would suggest replying to the email that was sent to you concerning your refund being denied. The followup email would be the means for you hopefully dispute that

Hope this information was helpful

Thanks!

 

Hi Esteban,

Again, your response is similar in nature to Crystal P's, in that it still doesn't explain why my credit card was billed £59.99, or (most importantly) give me a way to resolve this and get my £12 refund.

I have tried replying to the email, but as suspected I have not received a response, because as I stated in my reply to Crystal P the ticket is closed. I really need to be given details of someone with the authority to issue a partial refund.

I don't know whether you don't understand what my issue is, or that maybe I don't fully understand what you are telling me.

The main end goal for me is to get a £12 refund here....I'm not as interested in finding out why I have overpaid for Battlefield V as I am in rectifying the situation.

Maybe explaining the issue differently will help someone show me how to resolve this.

In June I pre-ordered BF V on my Xbox One console, in the store at a price of £59.99. When it came to choose payment options I chose to use £12 account credit, with the remaining £47.99 to be charged to my Mastercard (credit card).

In November, ten days before the game was to be released I received an email confirming my order and stating that my Mastercard was going to be charged £47.99 as planned.

When I then checked my Mastercard statement, it had been charged £59.99, and my £12 microsoft account credit has gone. So I have technically paid £71.99 for a £59.99 purchase.

 

For refunds, please go here: Request an Xbox digital product or subscription refund | Billing

 

HiKurtTheGerman88,

I think at this point you need to contact support by phone so they can take a closer look, Sometimes Microsoft reward points have certain requirements or can be delayed as well.

 

Hi Sam ,

Thanks for your reply, but if you read the full thread, or even just read my OP then you will see that I have tried this.

Thanks,

Kurt

 

Hi choppyseize,

As you can see from my reply to smwutches post, the points issue has been resolved. It is just the partial refund I need now.

Thanks,

Kurt