It's not saying that my money is on the Xbox

Hello Sophie B, I am an independent advisor and I will be happy to help you today. My name is Khaji

Verify your account: Make sure you are signed in to your Microsoft account correctly before redeeming. If the code was purchased through a different account (for example, as a gift), be sure to log in to the account of the person who received the gift

Redeem the code correctly: All Xbox digital codes are 25 characters long, contain numbers and letters, and are formatted as five blocks with five characters (xxxxx-xxxxx-xxxxx-xxxxx-xxxxx). If you are trying to redeem the code on a Windows or Xbox device, make sure you have typed all 25 digits correctly

Check your balance: You can check your balance on the Payment Options page

Even if your problem is not solved with these solutions, you can make sure if you purchased in the correct account, review your transactions, it should be noted that each certified card purchased to recharge comes with a code that is only used once and therefore will always be credited. Therefore you could wait a certain time to see if they manage to be accredited

If after this you can't solve the problem, I will be here to continue helping you,
but remember and keep in mind that I am a Player just like you
than with little more knowledge regarding Software and Hardware.

yes, that is my problem! i am from chile but my money in xbox live is Euro . in my region configuration settings says "Chile" (is correct) but the money is not correct.

But it doesn't say that message at all, it keeps saying sorry there's a problem with the Xbox server, and I have enough money in my account

Ive had almost the same problem. I got a message from xbox saying that they’ve refunded my money from preordering cold war. I’ve checked my account and the money isnt there.

so your'e saying that xbox live took my money when I didnt want to pay for it.