Paying for an item but not receiving them

Hello @XS1LENTSN1PEZX! I hope that you are doing well!

Thank you for reaching out to us here on the forums regarding this situation.

With issues like these, there could be many factors that could cause the packet loss issue so it's best to start with basic troubleshooting and work our way up trying different things to start ruling out some factors and narrow it down to the root cause.

Troubleshooting steps:

Step 1: Clear Mac address:

Settings > Network Settings > Advanced Settings > Alternate Mac Address > Clear it and the console should restart. It would definitely help if you could restart the internet router while the console is restarting.

Step 2: Remove your account:

First, please select System > Settings > account > remove accounts and then select your account and select Remove to confirm then re-add your account.

Step 3: Reset your console:

If you are still encountering the same issue, please select System > Settings > System > Console info > Select Reset console > Choose Reset and keep my games and apps.

Note =>The "Reset and Keep my Games and Apps" option will not cause losing your games, but please be aware that you need to be completely aware of the email address as well as the password of your account before going for it because it will require you to sign in to the account.

Request a refund:

If you still can't locate the items, I highly recommend you to check you it through account.xbox.com.

If you do not see the items through here, Or if you have checked your Orders as well and do not see them then you might have purchased them on a separate account.

However, If the items are there in your account, you can request a refund using the link below:

How to make an Xbox digital product refund request | Xbox Support

I hope this helps you out!

Kind regards

Stay safe, and happy gaming!

The purchase doesn’t show up in the history area and I didn’t retain email for the purchase, which I usually do. I only know that it worked about half way because the money left my account. Besides that I will try the steps that you recommended. I tried the first step, but I don’t think that the steps will work because from what I remember is that it presented a error notification after the purchase screen but then after that nothing This is the payment on my bank account

I find it humorous that you are a "Ambassador" and work for a gaming company, but can't understand the concept that when you pay for a game that says you are getting an item, then don't receive that item, it is wrong. As a employee benefits specialist, do
you tell employees you are getting a particular benefit and then not give it to them? Is that right or wrong?

I also offered to pay them more money to replace the triggers. So, this is not about them not realizing that they did in fact ship something with an aesthetic flaw. They will not even fix the issue if I pay them more money to fix the issue. Something must be able to be done about this.

This product is custom designed via the customer’s aesthetic desire. It is to be exactly as ordered, for every part to be represented as the pictures represent them, or the item should not be shipped. A custom order is a very specific order where aesthetics are the highest reason of the money spent. Being shipped with an aesthetic flaw is the highest reason that I custom item would be desired to be returned.

They can see that the item has never been online, and they can see in their records that I called immediately after receiving it. There is no possibility to assume that this issue were fault of the consumer, But assuming that it could possibly be my fault is not even the case. They simply will not even honor fixing this issue if I pay them.

I have the same problem. In the UK, both Amazon and Google will send you a new replacement without you having to return the faulty item first. They also pay for the return shipping. If you don't return the defective item within X number of days, they charge
you for the replacement, so you can't rip them off and keep both while only paying for one. There's no reason why MS can't do this. I was told that I had to pay to ship my controller from the UK to Prague and that it could take up to 28 days from them receiving
it to get a replacement to me. The customer service is really bad.