Microsoft - Xbox Support

Q- Does any of the feedback on these threads EVER filter back to people empowered to make a decision?

I have been on the phone for over a week to a very nice Customer service operator in Bulgaria regarding an issue where my 12 yr old son made unauthorised purchases on FORTNITE by putting his bank card details on a friends tag, so I was not getting any purchase
mail acknowledgements.

I have a fully itemised list of purchases given to me by Customer Service, but I have to go into refund link to explain to another department. In the explanation box I am give 150 characters, of which my name alone, should I use it takes 10% of my quota.

I have listed details in another section, and received an automated response informing me I will be dealt with, within 48 hrs.

Microsoft came back with a blunt response stating not valid under terms, but don't indicate which part. Some hours later they send revised terms, bt the document is so long I would need a lawyer to decipher and find the bit that is relevant.

Customer service rep called me back again as promised to check progress. I informed her that I have a point blank no and case closed by unmonitored account so don't reply!!!

This CS person would have been allowed to deal with this case of a minor spending what is not theirs 4 weeks ago, but now she cannot as has moved to another department, and guess what, she spoke to her manager who said that the refund department wont speak
to them.

I have mailed back the refund department asking to speak to a human being, and have had nil response.

I have gone on line and ended up with a Virtual Agent that is less than competent and cannot understand or have the vocabulary that I need to understand me. When I say I just want to speak to a human, it says ok and low and behold am am back typing to a
[Mod removed- Profanity] Robot and am stuck in the same loop again.

Microsoft - you make billions out of customers like me and all I want is to speak to a person empowered to even have a discussion with me. This is NOT Customer Service, if you do not empower people or even make them accessible.

Funnily enough, I keep receiving mails asking me to purchase more storage etc, but you wont answer my mails asking you for help and support.

You have a poisonous game called FORTNITE that, against our better judgement, we allowed our son to have as he was the only kid at school who could not talk about it and was isolated from his peers.

Unbeknown to us when he told us he had bought a new SKIN with fictitious V-BUCK currency, we thought it was accumulated rewards from the game, NOT that he was buying it with real money, our money, on a card registered on another account.

This game encourages kids to spend to progress. If you don't progress, you are a lesser kid on the block. This game is pitched at the easily influenced and has caused such a desperate desire that we have experienced our child going to ANY lengths to progress.
This was NOT the nature of the child we regrettably allowed access to the game.

Microsoft - you have a level of corporate responsibility that you should at least make yourselves accessible to your paying customers. You are deliberately making access to you SO hard that I, and the likes of me, will hopefully give up and go away, whilst
yourselves and Epic cash in on these kids, from what was ultimately our money.

Take some responsibility and put a phone number out there that is answered by real people who can talk to us (real people) who have real problems, that need a person and not a machine to listen to, understand and not make me try and type my whole story in
150 characters.

This thread will, I know be a total waste of time, but if anyone reads it and knows a way beyond the IRON CURTAIN or who even has Bill's contact details, then please let me know as nothing I am doing works.

My only positive, was that this individual in Customer Service did call me back 3 times as agreed over the period of a week, but there was no point in the end as she was unempowered to give any more than a sympathetic ear, but her and her manager were not
allowed to speak to refunds.

PLEASE KEEP YOUR KIDS AWAY FROM FORTNITE!!!

:)

 

Anyone experiencing disc error?

i would recommend contacting microsoft/xbox support and enquire your problem there.

 

Day One Controller Faulty?

There is a link buried on the support site where you can start an online chat with the support team - Xbox One Support | Xbox 360 Support | Xbox Live and Billing Support
Might be worth a shot mate.

 

Hello Lank!

Sorry to hear that you had to go through such an ordeal trying to get your refund for those unauthorized purchases. I am very familiar with what happens with Fortnite and how kids have been buying Vbucks under their parents noses at times only for the parents
to be slapped with a bit chunk of their money gone. It's frustrating.

Unfortunately, it is true that the refund policy has been updated with the recent instatement of our refund request form. Xbox does now have a team that is responsible for reviewing those requests and applying refunds as policy allows, and if they denied
you, it might be that you're ineligible and that might not be something that can be changed.

The good news is that we do have a means for you to prevent falling into a situation like this in the future. There's this feature on the Xbox, called a passkey, that you can set up so that in order for your child to purchase anything on the console, they
would need to have you enter a pin as consent.

If and when you get a chance, I would suggest reviewing our support pages entitled

Benefits of setting a passkey on your Xbox one console,
How to create an Xbox One passkey, and
Require a passkey for purchases on your Xbox One console.

Hope this information helps keep you from ever having this happen in the future, and that it was helpful

Much thanks for the read!

 

Thanks again Microsoft for another useless response.

My point moreover.....there is no-one within this NEW insulated department that is customer facing and can even discuss my issue.

I already know what to do to prevent it happening again........we have removed the device and will be destroying it so that it is not passed on to another.

Meanwhile, we cannot afford to give him Xmas and he has a large bill to help pay off.

Thanks Microsoft for your understanding, supply with phone numbers and contact points within the department within which I need to speak to one single individual that is actually not only prepared to look at the whole case that I can describe in over 150
characters and look at it based upon its own individual merits.

Ironically 4 weeks ago, we would have been listened to.

Happy Xmas Microsoft and hope that I have in some way contributed to all your Xmas Bonuses.

Happy New Year !!!!!!!!!!