Major problems with Microsoft Support.

Sorry for your troubles, OP. I haven't had experience of this particular issue but from having to deal with my own problems the way Microsoft are dealing with (not dealing with) your problem sounds very familiar to me. (Speaking to someone new and having
to explain - and convince them - of your situation each time, being offered the same 'solutions' each time despite having explained that said 'solutions' do not work etc.) Your situation is a lot worse than anything I've had to deal with though, and despite
my experiences I'm surprised that even now, when you've been wrongly charged so much, they're still not taking the issue seriously.

Sorry that I can't say anything helpful. I just wanted to reply really to bump the post because people *need* to see this.

Thanks for the reply Ben,

Yes the first error was indeed UPS's fault as it clearly says To Germany.. But from that point the fault goes back to Microsoft

As stated I have spent now 9 hours dealing with Microsoft alone. Even today Microsoft have sent me a 4th label for the xbox but again..for the 4th time its the same label ie same tracking number

So that job as far as UPS is concerned is closed. If you go on the tracking number on today's label it says delivered to my home address. This is even when I told Microsoft they need to arrange a NEW job.

I did pay the Advanced Exchange but its linked to my debit card.

The problem since UPS delivered it back to me is dealing with Microsoft has been living hell. Online Chat they say they will do everything they can to help, And honestly I do believe them but they lack the power to make things happen but I do think they
would if they could.

The team im dealing with now, the "specialists" from America take too long to reply and clearly don't listen/read as why would I have received the same label for the 4th time..

Its not rocket science, After all this they should have simply contacted UPS and arranged for them to collect it from my house.

Its honestly going no where my situation and kept every single chat/email/phone call times..

To say this is stressing me out is a understatement.. I used to think Microsoft was the worlds saviour in being a big company, doing things for the good of people but now its just a typical big company..no communication between departments

Llewelyn, all I gotta say is, "Wow". I'm not sure what went wrong, but I think I can clarify a couple things for you. In all honesty though, where I'm really confused is as to why UPS won't just take the package. It has the new label on it and they have
the address on file, there really is no excuse not to take it. I really think the issue is stemming from a UPS screw up. But I digress.

As for the charge, I'm sure they did what they could as fast as they could and though they'd have it cleared up by that point, but the system is automated in that regard, if fewer hands touch it then it's more secure. Essentially the process is this:

1) You set up an Advanced Exchange and pay your 15 and then you set up your pre auth on a credit card or debit card of your choice.

2) They send the order immediately to the service center and they confirm the pre auth and then start processing your order and get it shipped to you.

3) You receive your new console. This is where the timer starts. Now they tell you that at this point you have 15 days to get your old unit back to them before you get charged. Now MS understands that things happen and more often than not they are things
that are out of your control. To that end they actually give you 30 days before you actually get charged.

4) So one of two things happens at this point. Either they get the old unit back and close the ticket and release your pre auth and it falls of your account, or they don't and then they finalize the pre auth and take their money.

Now you did everything right, none of this is your fault, and as I stated before I don't think this is MS's fault either. You've been charged, and that really sucks, but it's going to be easy for them to sort this out and get you credited back as soon as
you get your old unit back to them.

I know this info doesn't help solve your issue, but if you're anything like me then being informed about what on Earth is going on makes it a little easier to swallow.

Quick thing about credit cards and debit cards...

Microsoft most likely placed an authorization of the new Xbox onto your card. That means they asked your bank to hold the funds aside so you don't spend it. On a true credit card, it will show up on your statement as a pending charge. On a debit card,
it shows up as a charge. Even though your debit card has a VISA or MasterCard logo on it, it doesn't run as a credit card. Since your debit card is directly linked to your checking account, the authorization holds the actual money, whereas on a credit card,
they hold credits.

As for waiting 7 weeks, that is ridiculous, so sorry it's happening to you...

Llewellyn,

I took some time to look in on this myself and it does seem the issue was on UPS's end. Someone on their end had, for some reason, closed the ticket attached to your billing label. For that reason it was showing up as completed and it looks like after
enough barking UPS finally said, "Oops, our bad", and has reopened the ticket and got it moving the way it was supposed to in the first place.

That being said, it sucks they weren't able to just create a new ticket and get this thing moving without inconveniencing you for it, I hope they are able to make it up to you in the end. I would maybe ask for them to at least comp you for the gold time
you've missed out on because of this, if not a little more.