Microsoft refusing refund

Upsetcustomer2020 · Feb 7, 2020

So to start, we have been xbox customers for 10 years. I noticed monday morning a charge of $199.99 on my bank account from microsoft. Look to see what it is, and its 22,000 something robux. My four year old got on there somehow and made the purchase. Xbox
denied my refund because they said I have had too many refunds the past year. I haven’t had a single refund the whole year. Also haven’t allowed my 11 year old to play roblox so the robux won’t be spent.

I Have contacted xbox multiple times and they say to request the refund again. Also there is no way to call or chat with the refund team, I wonder why. Thought about going through my bank, but it would take 10 business days on their end to investigate. I
feel that xbox created this issue by using false information for denial.

If they deny me again what do I do? I have asked to speak to a supervisor and am on hold for an unbelievable amount of time so gave up. They don’t care and don’t care about keeping me as a customer. I am officially done with xbox.

:)

FreakRoach

Normally Xbox support is pretty good with refunds, but game dlcs and currencies are not eligible for refunds. Also, if your 11 year ild son purchased something you should look into setting up proper permissions for this child account.

MirrorInstinct

That is terrible. I have had something similar happen to me years ago although it was on a different platform. Really if they are denying you up and down, you can try disputing it with the bank if you haven't already. I recommend following this guide for
future reference which especially recommends putting a passkey on the console:

https://beta.support.xbox.com/help/Family-Online-Safety/child-accounts/prevent-unauthorized-purchases

Other than that, I hope you get your money back.

Chiefamese

Honestly, what you are going through absolutely sucks and is super unfortunate. I’m sure this isn’t the type of customer service they’d like to stand by, but based off of experience I know there’s a lot that goes into receiving a refund. If they choose
to deny your request again i’d suggest to just go through your bank because if microsoft can’t resolve your issue i’m more than confident your bank will follow through. I hope everything goes well!

Beach Trash

Please don't say things like "I am officially done with xbox." It makes us sad. There are so many people here and at Microsoft who are sympathetic and would like to help you sort this out. If this really is an isolated
incident that hasn't happened before, I'm sure the support process can come to the right solution and refund you because that is their policy. Sadly, this happens quite often as parents discover the importance of setting up account protection features like
passcodes to prevent kids from buying massive gem packs and the like. I've had similar issues with kids buying apps and billing it to my cell account, before I get purchase restrictions put in place there. Keep pushing through the process and asking for escalation
as needed. I'm sure you know we can't help you here on this forum, but we do sympathize and wish you the best.

Smwutches

You can try responding to the email denying the request in order to contact the refund specialists or try resubmitting the refund request. Since phone/chat support no longer handle refunds directly those are your only options through Xbox. If it continues
to be denied, you would want to go through your bank.

Microsoft refusing refund