Microsoft Store Not Allowing Purchase for XBox Game

MichelleBammel · Dec 18, 2018

I attempted to make a purchase of the Xbox Fifa 19 Ultimate game as a gift for a relative and was told on the purchase site that the site has a problem processing my purchase and to contact support. This is for a game that I can only purchase in digital
format. I made attempts over a period of two weeks with the same results after which I contacted the store help number and reached an overseas data center. After 30 minutes of time (waiting for a rep and then the call itself) the help desk rep told me my
account was locked from purchases and they would need to fill out a form and someone would get back with me within 72 hours. This seems somewhat unreasonable compared to industry standards as typically you can call a support line and reach someone who has
the ability to unlock an account. I then asked to speak to a manager as I wanted to pass along a complaint regarding the process at which point the Help Desk representative became a little "snippy" asking if I just wanted to speak to a manager to take out
my frustrations. I responded that no, I wanted to speak to a manager to file a complaint regarding the process in place for this type of issue.

Microsoft has made it so difficult to purchase an item from their store that I am ready to buy something else from another vendor. I wonder how much money the company may be losing in digital purchases due to customers encountering this same issue and not
having the time to spend hours on attempting to make a simple purchase.

Why does Microsoft not have a system in place where the purchasing issues can be immediately addressed and allow for quick completion of the purchase? I attempted the purchase via a credit card and via PayPal with the same issue and there is no problem
with either account or with any other recent purchases that I have made using the same accounts.

:)

MichelleBammel

This item is only available by download otherwise I would have purchased it on disk from another source. My issue is with the fact that it will take up to 72 hours to resolve the problem which should only involve a quick change to the account settings.
This is a very long amount of time compared to industry standards.

MichelleBammel

I waited a week without any resolution. At this time I have been told I have to wait 48-72 hours for the issue to be resolved if I want to wait that long to make a purchase.

Independent Develope

Doesn't alter the fact that as stated there is a service alert affecting purchasing. They are working to resolve the issue. If you want to get in your car and go purchase a physical disk, you are free to do so. In the meantime keep an eye on this
link: https://support.xbox.com/en-GB/xbox-live-status

Please read his/her original post. As it was stated its been going on for weeks. So it can’t be due to the current error.

On topic:

We can’t help with billing and payments here, like Diego said you should try and contact the microsoft billing support and tell them of the frustration it has been that you’ve not been able to simply buy from the store due to a lock on your account.

I hope you get to the bottom of this, i’m sorry that you’ve been a victim of something that isn’t needed.

If your account is infact locked you need to find out why you have a lock on your account and how can you avoid this happening again.

At the moment the xbox store is indeed having issues, and it is reccommed that you use the xbox.com store until the problem is fixed.

Please let us know if you need further assistance. We will be happy to help you futther.

Thabk you & Good luck

MichelleBammel

I have purchased software items through the Home Use Program but this is the first time I've attempted to purchase an Xbox game from the store. With the HUP purchases I have had no issues. I first contacted the Microsoft Store number and they then transferred
me to the Xbox support. We're talking an overseas Help Desk (seemed like Level 1) and individuals who are just taking information and passing it along to whoever can actually resolve the issue which leads to the 48-72 hour response requirement. Just to put
in perspective, I could drive to another state (10 hour drive each direction) and make a purchase and drive back in that period of time.

MichelleBammel

Thank you. I have contacted the support line and at their level the only assistance they can provide is to fill out a form and forward it to another support team to resolve the problem which is where the 48-72 hour delay comes into effect.

Microsoft Store Not Allowing Purchase for XBox Game