Please advice on refusal of the refund of overpayment(Xbox All Access upgrade, Citizens One)

Jae K · May 19, 2021

Hello everyone.

I need someone's advice.

I have purchased the Xbox all access X upgrade bundle program from December 2019.

As everyone knows well, that allows upgrading to the new X Box after 12 months by paying $32.38 per month.

This February 2021, I upgraded to the new X Box and changed the console.

The old Xbox X was returned and a confirmation email was also received.

Also, from February, payments are being made to the new account and l little more monthly paying.

By the way, I overpaid my old Xbox all access account at Citizens One.

Since I am paying for the new account from February of this year after the new upgrade.

So, the old account is from December 2019 to January 2021, for a total of 14 months.

The amount I have to pay each month is $32.38, so the total is $453.32.

But, the amount I actually sent through the bank is $636.80.

Because I paid two times, two months in advance in one month or twice in the same month.

even paid two times in February of this year because I didn't know if a new account was opened and Citizens One contacted me that I was overdue.

I paid an extra $183.48, but Citizens One says the refundable amount is $0.

Since last February, I have been calling Citizens One's eCustomer service to request a refund,

They told me that they will refund me within two weeks, but they no action, call again and they promise to refund me again and again in February.

Finally, today they told me there was no money to refund.

also, the contact agent told me to wait and waited for about 50 minutes, but the call was automatically turned off because it was time to go home.

They didn't explain why the money I paid was not refundable even though I paid more than the usage period of the Xbox.

The only story you told me is that I can't give you a refund because the balance of my initial account is $0.

But, they also know that the total amount I remitted is correct, and they also know that the start of a new account is in February.

I asked them who can explain this problem, they don't tell me, they just say there's no money to refund.

No matter who took my $183.48 overpay, they say the $636.80 I paid in advance is what I have to pay.

I pay $32.38 per month and return it after 14 months of use.

I would like to get a refund of the $183.48 overpay, so please advise.

Thank you.

:)

Jae K

Hello,

I've already called Citizens ones several times.

They only connect by phone and can't give me a refund for my previous Xbox overpayment even though I got my Xbox All Access upgrade and paid new one.

I can't understand their explanations, so I'm writing this community.

I don't understand why they don't give me a refund for the original account, please help.

XBF Meryem R

Hello, regarding this it would be better to try contacting your retailer or Xbox Support for more information Contact us | Xbox Support.

XBF John

Okay, makes sense.

Then I will again post the directions to upgrade here: Xbox All Access Upgrade | Xbox

To upgrade your Xbox there are steps you have to take on your end to initiate that process that are listed in the link above. That should get you the upgrade you are looking for.

Further more, Citizen One handles the upgrade process.

Best Regards,

XBF-JoannaDark

Hi brianm.sully,

You're welcome; I checked the Xbox All Access upgrade eligibility site. I noticed that these are the requirements to upgrade. Also, when in June 2020 was this console purchased? As it might be that it has to be date and month. Meaning if you bought the console on June 18th, 2020, 18 months would be Dec 18th, 2020, when you are eligible. Have you tried the steps detailed below by the website? I wanted to provide some additional info as I continue to work with my colleagues.

1. Complete upgrade purchase:

Purchase Xbox Series X or Xbox Series S with Xbox All Access at any participating retailer (subject to availability).
The following criteria will be used to determine eligibility for upgrade purchase:

You must have an existing Citizens One Line of Credit for Xbox All Access in your name.
Your payments must be current and not past due.
You must have sufficient funds available in the Citizens One Line of Credit for Xbox All Access to make a purchase.

2. Select “upgrade” in post-purchase email from Citizens One

Upon completion of your Xbox Series X or Xbox Series S purchase with Xbox All Access, you’ll receive an email from Citizens One asking you to confirm your intent to upgrade. This is a required step to ensure you receive a trade-in kit to mail back your original console as part of the upgrade process.

Note: If you do not respond to confirm your intent to upgrade, you will not receive a trade-in kit and your monthly payments for your original Xbox All Access purchase will continue until you’ve paid off the full remaining balance of your original Xbox All Access purchase.

3. Complete minimum required payments:

Continue to make monthly payments on your original Xbox All Access purchase until your minimum payment requirement for upgrade is met. Learn more about your progress toward the minimum payment requirement at the “Check your upgrade payment status” link above.

Once you complete the minimum required payments, as long as you have confirmed your intent to upgrade with Citizens One, your monthly payments for the original Xbox All Access purchase will be placed on hold, and you will be mailed a trade-in kit

4. Trade in original Xbox All Access console bundle:

Use the trade-in kit to mail back your original Xbox All Access console bundle including: (a) the Xbox One console, (b) controller and (c) power cord. The trade-in kit will not be accepted by Xbox All Access retailers, it must be mailed back using the provided shipping label and box.
All 3 items (Xbox One console, controller and power cord) must be in good condition and mailed back within 14 days of receiving the trade-in kit or you will be charged for the remaining balance of your console.
Once you mail back your trade-in kit and your upgrade is confirmed, you will no longer owe the remaining balance on the original Xbox All Access purchase.
You will receive an email to confirm your upgrade is complete.

Link to Xbox all Access: Xbox All Access Upgrade | Xbox

napalm 31337

Extract from the previous link:

Upgrading to the next Xbox console version is easy.

1. After making the equivalent of 18 payments, check your upgrade eligibility with Citizens One. Special promotions, such as the holiday upgrade offer on Xbox One X, may allow for earlier upgrades; see the specific promotion terms below for more details.

2. Once you’ve confirmed that you’re eligible to upgrade, you may purchase the next Xbox console with a new Xbox All Access purchase from the same retailer where you made the original Xbox All Access purchase.

You will need to trade-in all products included in your original Xbox All Access purchase, including the Xbox One console, controller, and power cord when upgrading. Products must be in good condition in order to be eligible for trade-in and upgrade. If
upgrading online, you’ll receive a special kit in the mail allowing you to trade-in these products within 15 days of upgrading. If upgrading in-store, bring these items with you at time of upgrade. For more information about requirements for trade-in hardware,
please see the Xbox All Access upgrade terms at Xbox.com/XboxAllAccessTerms.

Please advice on refusal of the refund of overpayment(Xbox All Access upgrade, Citizens One)