My Invalid Charging of a Cancelled Subscription

Zarryl · Oct 16, 2019

Hey.

On 14.9 I purchased a one-month subscription to Xbox game pass ultimate for 1,00€. According to my knowledge, I cancelled this subscription before the date I would be charged full price for this (12,99€). Yet only today it has come to my attention that I
was charged full price for the subscription yesterday (13.10), even though I am 100% sure I cancelled this subscription before this would happen. The cancellation musn't've reached Microsoft due to some unknown error.

I attempted to request a refund on the Microsoft help page, but it kept redirecting me to my purchase history. I even attempted to manually contact support, which led me to an AI help service 'chat', which would also redirect me to my purchase history page.

Is there any way this surprise transaction could be refunded to me, as I for sure wasn't expecting any fees after my cancellation of the subscription?

Thanks.

-

:)

Wishcatcher

Hi,

Sorry about that issue.

If your account is cancelled , make a refund request here https://support.xbox.com/en-US/billing/xbox-subscriptions/digital-goods-subscriptions-refund
and explain the story.

If your account is still running ( https://account.microsoft.com/services/ ) , i suggest you to contact the helpdesk of your country.

Regards

k1Helix z

Go here: https://account.microsoft.com/services

Then check if Game Pass is not cancelled, if it is not, proceed to cancel it there. If you cancel iwithin 30 days from purchase or charge you will get a refund.

MS Help:

"To get a refund for a subscription, such as an Xbox Live Gold subscription, EA Access, Office 365, OneDrive, or The Elder Scrolls Online, you must cancel your subscription within 30 days of purchase."

XBF Chris J

Hello Zarryl,

Thanks for posting here on the Xbox forums. Do you see the transaction for the subscription there when you are redirected to your order history? Usually, you are redirected there so that you can choose the order that you want refunded.

Aside from that, you must find a route that leads to "Request a callback" whenever you are using the Contact us portal. Try this one :

Contact us here
Choose category "Billing and accounts"
select "See other options" on step 2'
Pick the topic "Charges on my account"
Select "Show contact options" on step 3
Select "Request a callback from support"

Hope this helps!

XBF Ezra G

Hello MilesSteve,

Thanks for the follow up question. Your past due subscription must be paid off before resuming any other subscription like Xbox Live Gold, Xbox Game Pass/Ultimate.

I hope this helps.

MilesSteve

So until i pay with a debit or credit card i cannot switch over to xbox live gold?

My Invalid Charging of a Cancelled Subscription