Incorrectly Refunded The Wrong Version Of A Game, Very Frustrated

JosephMoncure · Nov 2, 2019

Hello Microsoft,

I have already talked with someone from the online support help and they have been unable to resolve my issue even though they acknowledge that a mistake was made on Microsoft's part regarding this error. I have sent multiple e-mails as well. I purchased
The Outer Worlds from the Microsoft store, however it ended up being the XBox One Enhanced Edition or something which I could not play due to not owning an XBox. That's fine, I submit a refund ticket for this version and purchase the proper version I can
play on my PC. I even double checked all the order numbers from my refund and what was actually refunded. Due to this error, I cannot even request a refund for the XBox version because I apparently already requested a refund, which is very true. However,
this refund is still pending and the PC version I was able to play is now refunded and has been removed from my account. So I have spent 120 bucks at this point, was refunded my first 60, but am now unable to play this game. It is incredibly frustrating
that even after contacting the Help App, they told me not only could they not fix this, but I would have to e-mail directly to figure this out, which I did. Apparently you can't actually get in contact with a human to resolve what should be a very quick thing
to fix. Additionally, I still haven't heard back from Microsoft support either so here I am desperate to just get this stupid issue resolved. All around, I've found the navigability and the site and the app horrendous, and it seems to be intentional. Hopefully
someone can fix this issue but at this point I highly doubt I will even get a response.

Cheers.

:)

JosephMoncure

Well I responded to their e-mail twice already and am waiting for a response. Been a couple days now not sure how many times I need to answer an e-mail just to get a response.

XBF Brad A

Hi Joseph,

As M3tal mentioned, the only one that can assist is the refund team that did refund the game. You can try and request a call from support and explain the situation to them. They may be able to help, or they may send you to the refund form for the other version.
If you do fill out another request just explain that you got wrong one refunded.

When you go to Contact Us,follow these steps to request a call from support:

Step 1 ----select Xbox One
Step 2 ----select see other options then subscription changes
Step 3-----select show contact options

Step 4 ----select request call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

As there is nothing more we can do here on the forums, I will be locking this thread.

Hope this helps.

Brad

M3tal Daz3

Just follow up with the support by answering their emails as correctly as you can. Only support can help you with this.

Paxildog

I also bought the wrong version, I want a refund to purchase the correct version. They shouldn’t sale the wrong version on Xbox series x store. I can’t get in contact with anyone for help, very bad customer support

kyle_m4496

Hi Stefan. My name is Kyle and I'm an independent advisor.

Thank you for posting on the Xbox Communities Forum. I understand how frustrating it must be that you bought the wrong generation of a game.

Unfortunately, the only option in this case is requesting a refund for the game and purchasing the correct version, as it's sadly not possible to exchange a game for a different version after purchase.

You can request a refund here: https://support.xbox.com/help/subscriptions-billing/buy-games-apps/refund-orders

I apologise for any inconvenience caused by this. Please reach back if you have further questions.

Thanks,
Kyle

Incorrectly Refunded The Wrong Version Of A Game, Very Frustrated