Poor Customer Support and child-like behavior from chat services

Die Hard 317 · Feb 8, 2018

90 minutes of my life was wasted chatting with 2 Xbox representatives over a incorrect charge on my account and all I am left with is to post on this forum. The last rep which was over the phone, told me to list the entire chat on this forum, including all
case information and someone will follow up with me. Are they really that stupid? Xbox admits to a flawed billing system that prevents them from issuing refunds due to their error, and then disconnects me from chat when they have no solution to give me. The
entire chat is only a few pages long but took up so much time, that the conversation just goes in circles. They even resorted to giving me copy/paste answers that they sent me earlier in the chat.

This is a horrible company to deal with and has no idea what customer service means.

:)

VibroPlex · Feb 8, 2018

Poor customer service from xbox account support

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Both include instant delivery electronically.

www.target.com/.../A-13794449 shows $53.99 for a year.

Huch-38EC7999-C6D7-43E7-98E5-2E16C633DA88 · Feb 8, 2018

Poor customer service from xbox account support

I called last year to remove my credit card from my account. I was offered 40% off 12 months of gold for 3 years to keep it on which I accepted. This year my account renewed for full price. When I called to get it straightened out I was told there was nothing they could do because there were no notes on the account about that. I asked to speak to a manger. His name was Dustin and he told me the same thing. I have been an XBOX gold live member for over 8 years and I can't believe that Microsoft would rather lose an 8 year customer over 20 dollars due to a xbox agents mistake. I have cancelled my live account and will remove my cc as soon as the refund processes.

All this during an xbox live outage and I havn't been able to sign into xbox.com for 3 days.
Click to expand...

HAZMAT RADIO · Feb 8, 2018

Xbox Support has very limited options for refunds. I won't provide that detail here but they are limited. There are only a few exceptions.

If you want to post what the incorrect charge was for, we might be able to provide some guidance or insight on a solution.

Microsoft Services Agreement

9. Payment Terms. If you purchase a Service, then these payment terms apply to your purchase and you agree to them.

- g. Refund Policy. Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable. If you believe that Microsoft has charged you in error, you must contact us within 90 days of such charge. No refunds will be
given for any charges more than 90 days old. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future.

Microsoft Services Agreement

Die Hard 317 · Feb 8, 2018

I entered a 3-month live subscription code three days before my renew date and they still took out the charge for a monthly subscription. Instead of just not refunding me the charge, they stacked it on to my subscription. In addition they had a error processing
the charge and did not remove the funds from my account for 2 weeks. I received no notification, no alert of an error and was unaware of the charge until I noticed on my bank information.

The reps insisted they have nothing in place to issue refunds and I should have turned off auto-renewal of my subscription. First, I never auto renewal. I only use my Xbox live services infrequently and do not play enough to warrant a year. The only reason
I got 3 months was because it was a gift. Second, how hard is to issue a refund for a billing error. The rep and manager on chat admitted that the system is flawed and does not account for codes entered from time to time with live accounts. Lastly, the professionalism
is sad. The first rep only fed me textbook answers and showed no real need to assist me, since the charge had already cleared. The charge did not hit my bank til 2 weeks after I redeemed the code, how could I have know this would happen? The manager only insisted
there was nothing to reverse the charges. This same manager refused to give me contact info of someone even higher up than her. After 20 minutes waiting in chat, the manager disconnected the chat services with no resolution.

After calling support, the staff diverted me to file a complaint, which they said was by posting on the forum. She claimed they needed all the info I had, including a copy of the entire chat, and to post it here. Sorry but I do not intend on posting case
numbers, billing info and 8 pages of chat so that I can be told there is no resolution by yet another Xbox rep.

HAZMAT RADIO · Feb 8, 2018

When you buy a subscription with a credit card on your account, auto renew is on until you turn it off.

Billing Date / Renewal Date

- The Billing date is the date the system processes the charge to your card. This date is usually derived from the day of when you created the account

- The Renewal date is the date the subscription renews, not usually the day that you are charged

- The date that you bought the subscription with your credit card is not necessarily the date that the system will bill you on at the next interval.

Example - You bought a subscription on the 1st of the month. Your "renewal date" for a monthly subscription is the 1st of each month.

- Next, let's say you created your account on the 10th of whatever month you created your account. And that's going to be your billing date.

Issues - You bought your sub on the 1st. And that first charge happens right then. The next month, your subscription renews on the 1st but you don't get charged right then because your billing date is the 10th.

- So the 10th rolls around and then you get charged 10 days after your subscription started for that second month.

- Let's say on the 10th, it tries to charge the card and it can't. It does not cancel your sub it let's you play and it will try again later. Then someone gives you a 3 mo sub code. You redeem the code, it now stacks 3 months on top of that existing month
that you haven't paid for yet. Three days later, the system tries again and you're charged for that one month sub after you redeemed your 3 month sub.

- In that scenario, you were 13-15 days into a sub you haven't paid for. All you did was just add 3 months. When you were charged, you still get the rest of that month you paid for.

For a refund, they just can't click a button that says refund "this". Since it's a subscription, you wanted them to cancel the one month and give you that money back. The problem is now that you redeemed that 3 month code, you changed that subscription type.
They can't cancel a "part" of the subscription, they can only cancel the subscription as a whole. So, they might be able to cancel your subscription and get you your $9.99 but you're going to lose out on those 3 months that you were gifted as well.

The system is a pain to work with. There are ways to make it work. With the issue with the service having problems redeeming codes, you might get your $9.99 back but you maybe without Xbox Live for awhile.

You didn't lose anything, you were charged for that one month sub plus you added 3 months on top. So you've got what you've paid for.

When you redeem a pre-paid code, that turns off the auto renew so that should be set.

As for anyone higher, it's just the agent and then a supervisor, that's it.

As for you to post on the forums, there's nothing that we can do here. We're users helping users. Let's just say I happen to have some insight on what you're running into as a whole.

Die Hard 317 · Feb 8, 2018

I wouldn't say I did not lose anything. I got charged for something I did not account on paying for. As for the rest of your reply, it puts me in the same situation which is left me with no resolution and wasted time. 90 minutes chatting and coming up with
nothing but extra charges that I should not have received. If auto-renew was off, then I shouldnt have been charged the extra month, that you say I get what I payed for. The problem is, I did not want this, so I get what I payed for cause their system is terrible.
I understand terms and such, but clearly they are aware of the issues and do nothing. Immature staff and simple basic answers are not the way to serve your customers. Many online stores and companies know when a charge is incorrect and most do what they can
for their loyal customers. This is not an example of that, instead its making a lot of excuses for a flawed system. If customer service and customer satisfaction was a priority, this post would not even exist.

HAZMAT RADIO · Feb 8, 2018

If customer service and customer satisfaction was a priority, this post would not even exist.
Click to expand...

Please do post again if you run into anything else. I hear what you're saying!

steeledwand7664 · Feb 8, 2018

I wouldn't say I did not lose anything. I got charged for something I did not account on paying for. As for the rest of your reply, it puts me in the same situation which is left me with no resolution and wasted time. 90 minutes chatting and coming up with
nothing but extra charges that I should not have received. If auto-renew was off, then I shouldnt have been charged the extra month, that you say I get what I payed for. The problem is, I did not want this, so I get what I payed for cause their system is terrible.
I understand terms and such, but clearly they are aware of the issues and do nothing. Immature staff and simple basic answers are not the way to serve your customers. Many online stores and companies know when a charge is incorrect and most do what they can
for their loyal customers. This is not an example of that, instead its making a lot of excuses for a flawed system. If customer service and customer satisfaction was a priority, this post would not even exist.
Click to expand...

When you purchase a subscription with Microsoft with a credit or debit card the auto renew is turned on for that particular subscription to renew for the amount of time of the original subscription purchase.

If you go in and turn off the auto renew for that subscription you want to make sure you do it before your renewal date because if you do it after you will be charged for another month on the next billing date. You will still have the service till the end
of that renewal period.

The thing is even if you turn off the auto renew it only turns it off for that particular subscription. The next time a subscription is purchased with a credit or debit card it will turn the auto renew back on for that particular subscription.

xHAZMAT RADIOx explanation for how it works is probably the best explanation for it that i have heard.

Another thing is this if you have a renewing subscription and turn the auto renew off for it and try to put a pre paid subscription card in the system will kick it back with an error you wont be able to put the code in till the end of the current subscription.

ngocphi · Nov 1, 2018

month to month subscriptions cannot be refunded they can be cancelled but not refunded

steeledwand7664

I wouldn't say I did not lose anything. I got charged for something I did not account on paying for. As for the rest of your reply, it puts me in the same situation which is left me with no resolution and wasted time. 90 minutes chatting and coming up with
nothing but extra charges that I should not have received. If auto-renew was off, then I shouldnt have been charged the extra month, that you say I get what I payed for. The problem is, I did not want this, so I get what I payed for cause their system is terrible.
I understand terms and such, but clearly they are aware of the issues and do nothing. Immature staff and simple basic answers are not the way to serve your customers. Many online stores and companies know when a charge is incorrect and most do what they can
for their loyal customers. This is not an example of that, instead its making a lot of excuses for a flawed system. If customer service and customer satisfaction was a priority, this post would not even exist.

When you purchase a subscription with Microsoft with a credit or debit card the auto renew is turned on for that particular subscription to renew for the amount of time of the original subscription purchase.

If you go in and turn off the auto renew for that subscription you want to make sure you do it before your renewal date because if you do it after you will be charged for another month on the next billing date. You will still have the service till the end
of that renewal period.

The thing is even if you turn off the auto renew it only turns it off for that particular subscription. The next time a subscription is purchased with a credit or debit card it will turn the auto renew back on for that particular subscription.

xHAZMAT RADIOx explanation for how it works is probably the best explanation for it that i have heard.

Another thing is this if you have a renewing subscription and turn the auto renew off for it and try to put a pre paid subscription card in the system will kick it back with an error you wont be able to put the code in till the end of the current subscription.

HAZMAT RADIO

If customer service and customer satisfaction was a priority, this post would not even exist.

Please do post again if you run into anything else. I hear what you're saying!

ngocphi

month to month subscriptions cannot be refunded they can be cancelled but not refunded

Die Hard 317

I wouldn't say I did not lose anything. I got charged for something I did not account on paying for. As for the rest of your reply, it puts me in the same situation which is left me with no resolution and wasted time. 90 minutes chatting and coming up with
nothing but extra charges that I should not have received. If auto-renew was off, then I shouldnt have been charged the extra month, that you say I get what I payed for. The problem is, I did not want this, so I get what I payed for cause their system is terrible.
I understand terms and such, but clearly they are aware of the issues and do nothing. Immature staff and simple basic answers are not the way to serve your customers. Many online stores and companies know when a charge is incorrect and most do what they can
for their loyal customers. This is not an example of that, instead its making a lot of excuses for a flawed system. If customer service and customer satisfaction was a priority, this post would not even exist.

HAZMAT RADIO

When you buy a subscription with a credit card on your account, auto renew is on until you turn it off.

Billing Date / Renewal Date

- The Billing date is the date the system processes the charge to your card. This date is usually derived from the day of when you created the account

- The Renewal date is the date the subscription renews, not usually the day that you are charged

- The date that you bought the subscription with your credit card is not necessarily the date that the system will bill you on at the next interval.

Example - You bought a subscription on the 1st of the month. Your "renewal date" for a monthly subscription is the 1st of each month.

- Next, let's say you created your account on the 10th of whatever month you created your account. And that's going to be your billing date.

Issues - You bought your sub on the 1st. And that first charge happens right then. The next month, your subscription renews on the 1st but you don't get charged right then because your billing date is the 10th.

- So the 10th rolls around and then you get charged 10 days after your subscription started for that second month.

- Let's say on the 10th, it tries to charge the card and it can't. It does not cancel your sub it let's you play and it will try again later. Then someone gives you a 3 mo sub code. You redeem the code, it now stacks 3 months on top of that existing month
that you haven't paid for yet. Three days later, the system tries again and you're charged for that one month sub after you redeemed your 3 month sub.

- In that scenario, you were 13-15 days into a sub you haven't paid for. All you did was just add 3 months. When you were charged, you still get the rest of that month you paid for.

For a refund, they just can't click a button that says refund "this". Since it's a subscription, you wanted them to cancel the one month and give you that money back. The problem is now that you redeemed that 3 month code, you changed that subscription type.
They can't cancel a "part" of the subscription, they can only cancel the subscription as a whole. So, they might be able to cancel your subscription and get you your $9.99 but you're going to lose out on those 3 months that you were gifted as well.

The system is a pain to work with. There are ways to make it work. With the issue with the service having problems redeeming codes, you might get your $9.99 back but you maybe without Xbox Live for awhile.

You didn't lose anything, you were charged for that one month sub plus you added 3 months on top. So you've got what you've paid for.

When you redeem a pre-paid code, that turns off the auto renew so that should be set.

As for anyone higher, it's just the agent and then a supervisor, that's it.

As for you to post on the forums, there's nothing that we can do here. We're users helping users. Let's just say I happen to have some insight on what you're running into as a whole.

Poor Customer Support and child-like behavior from chat services