Microsoft refuses to refund child in app purchases!!!

Just got off the phone with Microsoft Xbox support after 30 minutes, they inform me that the "policy" is that they only refund one in-app charge per year!! If my 11 year old son had made a single $440 purchase, they could refund it but if he made 30 $14.99
purchases (which he did - amazing what pushing the button over and over does) they can't help me!

After arguing how that makes no sense if they agree that they are invalid underage in app purchases, he then proceeds to tell me that because I deleted the card from the account he can no longer refund it! Just a minute prior he could do anything but once
he realized I had deleted the Credit Card from the account all of a sudden it is not a "Policy" anymore, it is a software restriction for the billing system!!

So, I put the credit card back in the system and he proceeds to tell me that the unique ID of the card is now different so he can not proceed to refund any of it!!

I have an Azure business account, an Office365 account, have custom domains run through Microsoft and even run a software company that is Gold Partners with Microsoft but this support guy can not give me a single name to email to state my case as he is apparently
the most senior person within Microsoft I can possible discuss this with. His only recourse is for me to dispute the charges with the Credit Card company - who of course are going to say it is a valid purchase you need to talk to Microsoft!! So much for
One Microsoft. Unbelievable!!

Does anyone know what channels you can complain about this? I thought Congress passed a law restricting in app purchases against minors - that they have to be refunded?

Frustrated beyond belief...

:)

 

Xbox One and Windows 10 Self-Service Refunds




Apparently, it was posted on the dashboard for alpha testers. Should launch soon.

Edit -

 

Refund in app purchase

For refund you can first try the auto function in
http://commerce.microsoft.com if doesnt get, you will need to contact the official Xbox Support. They are the only ones that can determine if a refund is possible or not.

To contact Xbox Support use the Phone or Microsoft Support Chat option at
http://support.xbox.com/contact-us

 

I feel your frustrations. I have similar problems with an in app purchase for GTAV. They can literally only do one per year.

All in all, though, don't give up. I'd keep going since it's that high of an amount.

 

I'm sorry your experiencing that issue, If I were you I would contact someone higher up than just Tech support. Maybe that could possibly help. if not, You can't say you didn't try.

 

I am sorry that you are experiencing this issue. However, according to the ToU of the Live service (section 6.9) all purchases are final and non-refundable.

www.xbox.com/.../LiveTOU

Perhaps if you try to go further with this than phone support you may be able to get the one item refunded that was promised but I think the brunt of your ire here should lay with your son who should have known better than to purchase items without asking
permission first.

Perhaps have him mow lawns or something to pay you back the $400 in purchases to teach him that money does not grow on trees.

 

Yep parentsal responcibility always lies with the parents not inanimate objects

That what your credit card company will tell you

Don't let inanimate objects be a babysitter

Parental supervision is always required

 

I've been having problems with them too, account banned with money on it and they refuse to transfer it. That's why they losing customers.

 

you'll need to read up on the ToU and CoC as well joshp391. They specifically state that when your account is banned you lose access to all items associated with your gamertag and cannot be transferred. This includes currency, Gold membership, DLC.

 

I am sorry you're running into this, MByrne22, but the agent was correct. All refunds have to be done to the card they made the purchase on. Even if a different card is added, the system is automatic and goes to the card that the purchase was made. This
is a fraud prevention measure.

Policy is to refund only one accidental purchase per year. On top of what Onyx said, the entire Section 6 of the
Xbox Live Terms of Use is relevant to this situation.

If you would like further support with this, you will need to
contact phone or chat support again for billing issues. No one on the forums has access to your account to be able to try to get those refunds to you. Since this is not a support question, I am locking this thread.