Madden 23 Freeze and Glitch Issues - REFUND

Hi Josef,

Thank you for the reply. I did indeed complete the refund request form you linked. I also replied to the emailed denial. I was told by Laven Dayle Dy Pueco "We can't provide a refund to this request. Our refund policy Refund Request does not allow refunds for digital game products that have been played or consumed. Thanks for understanding."

I have never requested a refund before. I purchased on 24 Nov and requested refund on 25 Nov...played less than the 10 hour free trial. I deleted the game. I have called and spoken to several reps that all agree I should be refunded because I am within the 14 days and have not played the game much.

The response I get online is Details: Refunds aren't available for digital purchases that have been played or used. However, the refund eligibility states - Refunds are typically issued for requests made within 14 days of the purchase date for games in which you haven’t accumulated a significant amount of play time.

Today I spent 80 minutes on the phone being passed from rep to rep (from some guy to Tristan - a supervisor to Mariam in another department) and department to department all for the same result - only the online refund department handles this we cannot do anything.

All of this for a refund of $50.84 CAD. At first I thought I would just be out the money, now I am pissed they can do this...sell me a game that has frequent freezing and glitching and refuse to refund me when I explain it is not playable. I contacted EA Sports and they admitted there are problems with freezing and glitches, especially in franchise mode, but they could not refund me since they did not sell it Microsoft did. Basically, they sold me bad software and refuse to refund me when I point it out.

Hi and thanks for reaching Microsoft Xbox gamer's community.
My name is Josef.
I'm an Independent Advisor

Hope you're doing great today despite this A.

As a friendly reminder, keep in mind that Microsoft is not the game developer / publisher.
EA is the developer / publisher

Now, going back to the main topic. Is this the refund form that you sent?

https://support.xbox.com/forms/request-a-refund

If yes, you can actually file an appeal for the results of the refund.

All you need to do is to reply to the email that was sent to you by the refund team, you can reply with a detailed explanation so they can review your request again and grant you a possible exception.

What a shame Microsoft has such a flawed process for refunds. Seems pretty cut and dry from my point of view. Not sure how one person in their refund department gets to deny my request without any consideration and I have no other recourse. Why even have a refund department if you are only going to deny all the requests. That is not customer service.

Hopefully, these types of customer service experiences do not cause Xbox Ambassador's like yourself too much embarrassment. Thank you for doing what you can.

I guess I know where to go to buy my next piece of sh*t game if I want to waste more money. At this point, I only hope karma brings this full circle so I can provide a similar level of quality of service.

Hi A.
I apologize for the situation, when the refund form is rejected twice is not possible to ask for a refund in that case :c

If even someone at Microsoft support is not capable to process the refund for you. There is nothing else that we can do here in the forums

I refunded madden 23 on 12/20/22 it said it’s approved but haven’t gotten my money back it also says for black ops 2 it’s approved