Please Help - I don't know what to do next

carrjar · Mar 11, 2022

We purchased a $25 XBox gift card from a local grocery store on 03/06/2022. When my son went to redeem it, he peeled off the wrong part of the sticker. I imagine he's not the first to do this. Instead of revealing the code, he damaged some of the numbers, making some not legible. We called into support. We provided the support agent a two factor authentication number (confirming our identity), gamer tag, the serial number of the card, as well as the first 3 blocks of the gift card number. She then provided us the remaining numbers and the $25 gift card was redeemed before hanging up with the agent. Awesome! Within minutes I received two Notice of Enforcement Actions (14 day suspension) - Account Theft/Phishing/Solicitation and a Permanent - Marketplace Theft. I appealed both last night and this morning it says that both were Not Approved. I am at a total loss of words. The most frustrating part is I can't speak to anyone. Customer support can't help, so that's why I'm here. Please Microsoft, help! He has years worth of progress and a lot of money invested.

:)

carrjar

I was afraid this might be the response I'd see, but I'm desperate. I cannot believe they can do this.

Smwutches

The enforcement team are the only ones who handle bans and they do not use the forums. If they did not overturn the suspensions, there is nothing else you can do.

kyle jones1

I'm not eligible for a refund I've exhausted all steps to try get the game working but no luck I've paid £100 for nothing

Georges C.

Hello, first it's a pleasure to be able to help you today.

My name is welcome to the community.

Hello Kyle, to request a refund for your game you will need to login to your account where you purchased the game or subscription and complete this form below for a refund, you will also need the order code for each item you wish to refund.

There, all you have to do is follow all the requirements requested when filling in the form, and then wait for an email with a response to the request.

This can take up to 72 hours.

Request a refund for digital games

https://support.xbox.com/en-us/help/subscriptio...

Note: Not every game or product is eligible for a refund.

kyle jones1

It keeps dashboarding me it was working but now it's not

Please Help - I don't know what to do next