Problem getting refund for an Xbox subscription

AileenO'Toole · Jun 11, 2020

Hi, I have tried unsuccessfully through live chat and through the customer support service to get a refund for a payment that went through for a dormant Xbox live account. The customer service experience has been been very poor and incredibly time consuming.
My credit card was recently charged for an Xbox renewal. My son had an Xbox but has not used it for at least eight years. The email address attached to the account is no longer in operation. I have tried to resolve this through online chat and then have
had two lengthy (1 hour plus) calls with Xbox customer support, I supplied full details of the transaction and the authorisation code from the bank but incredibly, the customer service team cannot track the payment. They insist that I need have the account
number and the email address, neither of which I have On the first occasion, the agent promised to contact me again but never did. On the second occasion, when I asked to speak to a supervisor, the agent hung up. I now want to escalate this so that I can
get a refund but cannot find contact details. Appreciate any suggestions.

:)

AileenO'Toole

Can you ask your bank/ card provider to do a chargeback?

You state the purchase was against a dormant xbox live acoount; be advised that doing a chargeback will likely lock the xbox account as having a past due balance.

Thanks. I've tried that with the bank but they can't do a charge back unfortunately

AileenO'Toole

Thanks for the helpful suggestions. I'll try them and hopefully get a resolution

steeledwand7664

If you know the email address for the account they should be able to find the account.

Unfortunately for security reasons unless they can verify ownership of the account they would not be able to get into the account.

They verify ownership by sending out a code to any email/text phone number that is on the account. Once the code is received they input it into their computer and it gives them access to the account.

At that point they would be able to remove your credit card from the account.

They also have the capability of looking up the account with any credit card number that is active on the account. With a lot of recurring subscriptions even when expires the bank will still allow the charges to go through. Normally this is done because
really the only thing that changes on a card when a new one is sent out is the exp. date and 3 digit security code on the back the card number itself normally remains the same.

Without full access to the account they would not be able to do anything about any refunds for the account.

I know you said that you do not have access to the email on the account anymore.

Even with that said that does not mean that it is still not in Microsofts (MS) system as an account.

Have you tried going to account.microsoft.com/acsr and recovering the account at which point on that site you would at least be able to cancel any active subscriptions and/or remove your credit card from the account.

Jayhab4real

Can you ask your bank/ card provider to do a chargeback?

You state the purchase was against a dormant xbox live acoount; be advised that doing a chargeback will likely lock the xbox account as having a past due balance.

Ironwilled

Hi There,

The best way would be to contact Xbox Support and ask for a refund. They should get you taken care off no problem.

Link for refund: https://support.xbox.com/en-CA/billing/xbox-subscriptions/digital-goods-subscriptions-refund

Link for support: https://support.xbox.com/en-CA/contact-us

Problem getting refund for an Xbox subscription