Payment took, but no games.

DownstreamServiceError · Jul 26, 2019

Hello,

I made an order on xbox store last night, some sale games totalling £40+

Some error happened in payment proccessing and instead of getting payment confirmed message I see 'error on our side' 'downstream service error' message. I have owner license for none of the games in the order, but to my shock payment has still been shown
to be taken from me and account cart still shows this error message today after restart etc.

I spoke to microsoft support last night and the bloke was quite clueless using fancy words like 'escalate' and so forth without actually doing anything, and I could not believe he would not offer a refund when he can plainly see it is not my fault.

I spoke to card company this morning to dispute the payment, they said i have to wait until the payment comes out of pending status then they will dispute the transaction.

Has anyone here had this problem before, or does anyone know how to solve it, all i want is the games to be credited to me, if not a refund should be clear cut.

Thanks.

:)

DownstreamServiceErr

Thanks for your info SylvorOnix.

This talk of a ghost transaction has me in high spirits.

XBF Felixx P

Hello DownstreamServiceError!

Thanks for responding with the update and added information.

Yes, our refund policy actually changed about a year ago.

It went from agent's being able to provide refunds to (customer's) having to request the refund through the online webform.

We look forward to hearing back from you.

Good luck with the refund!

Felix

Xbox forums support

Miku Sakuya

Ya I have had an issue like this before I'd try contacting xbox support but also I've waited a while and everything did start working so you could also see if waiting fixes.it for you or resetting your xbox

DownstreamServiceErr

Thanks for the advice Saeleth.

I remember looking at a refund link last night, where it was basically an application for a refund with a 72 hour conformation email. I thought what kind of company is this where you have to beg and jump through hoops for a refund due to an error on their
side. Other places would have resolved my issue there and then.

I spend thousands on games for me and family on the 2 main consoles. You'd think customer satisfaction would be good fro them too.

I've heard nothing back thus far, so I hardly trust the rep escalated anything.

This has left a bad taste in my mouth, thinking of selling the xbox now, and not likely to purchase again, would rather take the risk with locked account.

Njal the Blue

Did you get the email confirmation? If you did then there is a receipt/reference on it. I would suggest then filling out the digital refund request, explaining that the games are not showing. https://support.xbox.com/en-gb/billing/xbox-subscriptions/digital-goods-subscriptions-refund

If not then you will have to go back to support and request a callback.

Payment took, but no games.