Lost access to my game and still charged

PaineintheBurke · Nov 3, 2019

I had purchased Mortal Kombat X on the Microsoft Store, but I was charged twice, two purchases of $21.24, even though I only bought one game. I contacted Xbox Support through their support website, and explained the issue, and asked for the second payment
back since I had bought the game with the first purchase. They were quick to respond, and sent me a refund today for the second payment, which I'm glad about. However, the first purchase was still charged to my account and not refunded, so I assumed that I
still had access to the game that I had paid for. However, I tried getting on, and the game informed me that I currently do not own it. I can't ask for a second refund as the game counts as refunded. I just either want my money back in full, in which case
I'm willing to repay for it since the full refund would allow me to finally have purchased this game with only one charge, or else I want access to the game I currently have paid for. Before you ask, I had bought the DLC a long time ago when I had the game
under Game Pass, meaning I wasn't charged for them when I bought the game this week, but I was charged for the game October 29th. I did receive one refund, but since I was charged twice, I expected to either be refunded fully or retain access to the game I
have currently bought.

Thank you for your understanding.

:)

XBF Amber M

Hi PaineintheBurke,

Thanks for reaching out to us in the forums for this issue. It sounds like the license to the game was somehow lost when you had the refund; however, the situation is one that can be fixed.

In order to get the matter looked into directly, I would highly recommend
contacting Xbox Support by requesting a call back so that they can look into your account and determine what may have happened. They should be able to rectify the situation as well. Sadly, we here on the forums lack the necessary tools to more directly
assist with these types of account issues.

Log into Support.Xbox.com
Scroll down, Click on Contact Us
Step 2 : Select a Category, then See other options
Step 3 : Select your Issue/Topic
- Select - Show contact options
- Select – Call me back or chat with Xbox Support

If you do not see the selection that you wish to use for contact, then switch topics until it becomes available as the selections may change from time to time.

Hope this helps out! Let us know the results!

Ricardo Cintra

Hi try get the all information about the billing and order about your purshase case and try ask refund in https://support.xbox.com/en-US/billing/xbox-subscriptions/digital-goods-subscriptions-refund ,

Sorry I Answer the thread in same time with the others

Nikk .

Thank you this is all I needed was a little help

Hoskayra

Hello Nikk. My name is Oskayra, and I will be happy to help you.

Beforehand, it is important that you keep in mind that this is a public community forum, so we are players like you, we are not employees of Microsoft or Xbox, so we do not have access to any user account or check anything from the forum. All users help each other with common problems.

I am very sorry for the problem you are going through. I was researching in one of the Microsoft forums and found this article (https://answers.microsoft.com/thread/ec770533-c796-4391-8e55-7e9520fc6f2a)">https://answers.microsoft.com/thread/ec770533-c796-4391-8e55-7e9520fc6f2a) Gerardo C. independent advisor , shows that the solution to the problem can be solved by following these steps:

"In this situation, the only way to recover access to an account is through the recovery form that you mention. You can fill out this form several times a day for as long as you want, if you remember important information that shows that you are the real person. owner of the account. Unfortunately you will have to continue trying through the form since it is the only way. In the future I recommend that you have your recovery data updated so that this type of situation does not happen since the care of an account is the responsibility of its owner .

You also have the option of contacting your bank and asking them to stop charging Microsoft since if you do not have access to your account then you will have to go to them directly.

Information Source (Credits): https://answers.microsoft.com/thread/ec770533-c796-4391-8e55-7e9520fc6f2a

Thank you for your patience, I hope everything can be resolved. I will be attentive to your response. Blessings.

Sincerely,
Oskayra.

Hoskayra

We are here to help. I hope everything is resolved.

Lost access to my game and still charged