Not recognizing I had Xbox Live Gold in Jan 2018

gohan16ken · Feb 6, 2018

Good Morning, today I got my Xbox Refund Deposit for Jan from Xbox Live Rewards. Unfortunately, I did get the 10% bonus for being a Xbox Live Gold member even though I am a Xbox Live Gold member. I just got 5%. I am not sure if there was a glitch. In mid Jan,
I bought 3 month Gold member due to the offer buy 3 months and get an additional 3 months for free. However, that only extended my membership. I was already a Xbox Live Gold member. I am wondering if the system thought it was a new membership so didn't count
Jan. Not sure. Either way, I need to figure out how to get my missing deposit for Jan. Thanks.

:)

gohan16ken · Feb 6, 2018

Not recognizing I had Xbox Live Gold in Jan 2018

XBLRewards3 · Feb 6, 2018

Not recognizing I had Xbox Live Gold in Jan 2018

Hi gohan16ken. Unfortunately, when you purchased the subscription that gave you an additional 3 months for free, it did turn your membership to a promotional subscription. We're going to go ahead and adjust your January 2018 MyVIP
payback Credits and add 10,560 Credits to your account per your previous thread. This should show as pending in about 48 hours.

XBLRewards8 · Feb 8, 2018

Hello gohan16ken,

Apologies for the inconvenience. We have escalated this to the subscription team to investigate. According to the data we are receiving, it claims that you are on a "trial" subscription. Once our subscription team has informed us on why this is occurring,
we will update this thread. We are also working on creating a duplicate VIP Payback event from last month to reflect the double amount you should have received as a Gold member.

gohan16ken · Feb 8, 2018

Thanks. I hope the subscription team responses quickly. According MyRewards I am not a Gold member. However, as you can see from My Account, I am a Gold member until April 2020. On Jan 15, I bought 3m from Amazon and got 3m for free so I redeemed 6 months.
I am wondering if that free 3m is the problem. I am willing to buy a 1m Gold but I want to make sure that I get my missing deposit from Jan and I will get my correct deposit in Feb. I am very addicted to those deposits.

gohan16ken · Feb 12, 2018

Hello ,

Apologies for the inconvenience. We have escalated this to the subscription team to investigate. According to the data we are receiving, it claims that you are on a "trial" subscription. Once our subscription team has informed us on why this is occurring,
we will update this thread. We are also working on creating a duplicate VIP Payback event from last month to reflect the double amount you should have received as a Gold member.
Click to expand...

Should I just buy a 1m Xbox Live Gold? I want this issue to be resolved ASAP. So, I can get my missing Jan 2018 deposit and it won't affect my Feb 2018 deposit. I am willing to just buy a 1m Gold to extend my membership to May 2020.

gohan16ken · Feb 13, 2018

According to Xbox Support, I am not on a trial

gohan16ken · Feb 14, 2018

I again contact Xbox Live Support today for the 5th time who said I am not on a promotional nor a trial Gold membership.

gohan16ken · Feb 20, 2018

Thanks, XBLRewards3 for responding to my previous thread and sending me my missing credits. But you closed the thread before I asked a follow up. I appreciate that I am getting my missing money but Xbox Live Rewards is still saying I am not Gold. What will
happen when I get my Feb deposit in March? Is the issue resolve? How do I fix this issue? Xbox Live Rewards on Twitter said I need to cancel the 3 month promotional Gold. But how do I do that? Xbox Support said that is not impossible. How does added a 3 month
promotional Gold turn my entire Gold into a promotion? Also, I just bought a new 3 month that I added to my Gold, so how come it didn't change it back to non promotional?

gohan16ken · Feb 26, 2018

Hello ,

Apologies for the inconvenience. We have escalated this to the subscription team to investigate. According to the data we are receiving, it claims that you are on a "trial" subscription. Once our subscription team has informed us on why this is occurring,
we will update this thread. We are also working on creating a duplicate VIP Payback event from last month to reflect the double amount you should have received as a Gold member.
Click to expand...

Hello?????

gohan16ken · Nov 3, 2018

After 21 days, thank you for finally giving me clarity and understanding of my issue. Though I am appreciative that I now know what happen, I am truly disappointed. I have been a 20yrs plus Microsoft user who have used many products and services. Specifically
with the Xbox, I have 4 Xbox, over 700 digital Xbox games, and a Xbox Live Gold member since March 2010. I am not implying that I am entitled but that I am invested. And this entire experience have left a bad taste.

First, Xbox Live Rewards on Twitter refused to assist with providing me with understanding and a solution to my issue. Instead, they just kept on repeating the issue. They were more focus on telling me the problem but not the why and, more importantly, how
to fix it. They ignored my request for a DM chat and, eventually, my tweets all together.

Second, Xbox Live Rewards in the forum takes forever to reply. I am willing to wait the 24-48hrs per the FAQ. However, I had to create several threads to finally get an answer because many were either overlooked nor not followed up on as promised.

Third, I understand the policy that the Gold bonus is only for paid Gold. However, there needs to be some modification and exception to the policy. As I mentioned before, I already had Gold when I redeemed two those promotional Gold. in April 2016 For me,
I was just extending my current same Gold membership. I have also bought additional Gold to, from my POV, keep extending said Gold. I saw it as one continuous Gold. But it is clear that Microsoft counts each redeemed Gold separately and individually. If I had
known that I would have this issue 24 months later, I would have not redeemed the promotional Gold I got with my new Xbox. I will lose more money from not getting the Gold bonus in Feb 2018 than the promotional Gold worth. Therefore, I think the policy should
change. The system should look to see if there was a paid Gold prior to the promotion and a paid Gold after, then count the in between promotional Gold as part of the paid Gold. Because it is clear, the user's intention is to just extend their Gold. The spirit
of the policy is to not to reward non-paid Gold members and to encourage people to get Gold. I am and have fulfilled the spirit of that policy. But because of an unintended mistake 24 months ago, I am being negatively affected by it and will again in the future
because I am not literally fulfilling the requirement of the policy. And that is not fair!

Fourth, I strongly believe that I should get my 10% Gold bonus for Feb 2018. I did not know redeeming the promotional Gold in April 2016 would cause a problem in Feb 2018. I was just extending my current Gold. If I knew this would have happened, I would
have not redeemed those Gold.

Fifth, given that this issue will happen again because I redeemed the promotional Gold I got with my XB1 in Nov 2016, how can I remove that promotional Gold from my account now? Per Xbox Support, I can't. If there is not a way to remove the promotional Gold,
can you give me a breakdown of my Gold subscriptions so I know what months will be promotional and what is not? Therefore, I will know not to invest in Xbox Live Rewards in those months.

You can close my thread. I am done now. Just please answer my final question in my thread Xbox Live Gold showing as promotion per Xbox Live Rewards but not per Xbox Support and
you can close that one too. Thanks.

gohan16ken

gohan16ken

After 21 days, thank you for finally giving me clarity and understanding of my issue. Though I am appreciative that I now know what happen, I am truly disappointed. I have been a 20yrs plus Microsoft user who have used many products and services. Specifically
with the Xbox, I have 4 Xbox, over 700 digital Xbox games, and a Xbox Live Gold member since March 2010. I am not implying that I am entitled but that I am invested. And this entire experience have left a bad taste.

First, Xbox Live Rewards on Twitter refused to assist with providing me with understanding and a solution to my issue. Instead, they just kept on repeating the issue. They were more focus on telling me the problem but not the why and, more importantly, how
to fix it. They ignored my request for a DM chat and, eventually, my tweets all together.

Second, Xbox Live Rewards in the forum takes forever to reply. I am willing to wait the 24-48hrs per the FAQ. However, I had to create several threads to finally get an answer because many were either overlooked nor not followed up on as promised.

Third, I understand the policy that the Gold bonus is only for paid Gold. However, there needs to be some modification and exception to the policy. As I mentioned before, I already had Gold when I redeemed two those promotional Gold. in April 2016 For me,
I was just extending my current same Gold membership. I have also bought additional Gold to, from my POV, keep extending said Gold. I saw it as one continuous Gold. But it is clear that Microsoft counts each redeemed Gold separately and individually. If I had
known that I would have this issue 24 months later, I would have not redeemed the promotional Gold I got with my new Xbox. I will lose more money from not getting the Gold bonus in Feb 2018 than the promotional Gold worth. Therefore, I think the policy should
change. The system should look to see if there was a paid Gold prior to the promotion and a paid Gold after, then count the in between promotional Gold as part of the paid Gold. Because it is clear, the user's intention is to just extend their Gold. The spirit
of the policy is to not to reward non-paid Gold members and to encourage people to get Gold. I am and have fulfilled the spirit of that policy. But because of an unintended mistake 24 months ago, I am being negatively affected by it and will again in the future
because I am not literally fulfilling the requirement of the policy. And that is not fair!

Fourth, I strongly believe that I should get my 10% Gold bonus for Feb 2018. I did not know redeeming the promotional Gold in April 2016 would cause a problem in Feb 2018. I was just extending my current Gold. If I knew this would have happened, I would
have not redeemed those Gold.

Fifth, given that this issue will happen again because I redeemed the promotional Gold I got with my XB1 in Nov 2016, how can I remove that promotional Gold from my account now? Per Xbox Support, I can't. If there is not a way to remove the promotional Gold,
can you give me a breakdown of my Gold subscriptions so I know what months will be promotional and what is not? Therefore, I will know not to invest in Xbox Live Rewards in those months.

You can close my thread. I am done now. Just please answer my final question in my thread https://forums.xbox.com/en-US/thread/609c6cb9-c82f-4a05-8824-8a6fcf90f045 and
you can close that one too. Thanks.

gohan16ken

Hello ,

Apologies for the inconvenience. We have escalated this to the subscription team to investigate. According to the data we are receiving, it claims that you are on a "trial" subscription. Once our subscription team has informed us on why this is occurring,
we will update this thread. We are also working on creating a duplicate VIP Payback event from last month to reflect the double amount you should have received as a Gold member.

Hello?????

gohan16ken

According to Xbox Support, I am not on a trial

[IMG]

gohan16ken

Thanks. I hope the subscription team responses quickly. According MyRewards I am not a Gold member. However, as you can see from My Account, I am a Gold member until April 2020. On Jan 15, I bought 3m from Amazon and got 3m for free so I redeemed 6 months.
I am wondering if that free 3m is the problem. I am willing to buy a 1m Gold but I want to make sure that I get my missing deposit from Jan and I will get my correct deposit in Feb. I am very addicted to those deposits.

[IMG]

Not recognizing I had Xbox Live Gold in Jan 2018