PROBLEM Xbox Live Subscription Overbilling

Hi,

Has anybody had a problem with cancelling their auto-renewal for Xbox Live? I set it to cancel for today, which it did, yet it still took my monthly payment out of my bank. When i spoke to Chat Support, they told me that charge was for the month just past.
So when I went on and renewed my subscription, it charged me again! Two charges in one day! This proves that payment is collected for the membership in advance, and not in arrears. And my (useless) Chat Support tech kept trying to tell me otherwise! I
honestly don't think I have ever spoken to a more dense service assistant. Does anybody have an alternative point of contact for this problem? Thanks.

Chat Pasted Below:

Charles






CharlesHi, thanks for visiting Xbox Support! I'm Charles.

10:40


CharlesI will be your personal assistant for today. Can I have your name please so that I can address you properly? And how may I help you for today?

10:40


MeHi Charles, name is Clay

10:40


CharlesHi there, Clay. Nice to meet you online.

10:40


Meyou too

10:40


CharlesThanks.


10:41

CharlesHow may I help you today?

10:41


MeI have a problem with my xbox live subscription. Originally, I cancelled the auto renewal for today (10/10). but i have been charged anyway. which is fine, but now my xbox live service is not active

10:41


CharlesI'm sorry to hear that you've been charge. Don't worry I am here I will definitely help you with that.

10:42


Meits okay that i have been charged, i was going to re-add it anyway, so that is fine. but the problem is that is says my subscription is not active on my xbox

10:43


CharlesI understand that your subscription is not active. Let me check it here in your account why your subscription is inactive.

10:46


CharlesOne moment.

10:46


CharlesLet me ask, is this the Gamer Tag that you redeem the code ?

10:49


Meyes

10:50


CharlesThanks for the clarification, Clay. Upon checking it here in your account, I only see it here, Xbox game pass only is inactive all are canceled.

10:51


Mei have a recent purchase of today showing on my microsoft account saying i have paid for gold for 1 month

10:53


CharlesYeah! I see it here, Cody. One moment.

10:54


Mejust to clarify, i dont want a refund, i will just keep the subscription

10:56


CharlesUpon checking it here, Cody. This is not a recent purchase, this is a renewal of your subscription because in every 10th of the month your subscription will be auto renewed.

10:59


Me[b]but i do not pay in arrears, i pay in advance of the month ahead...

11:00[/b]

[b]
Charles[b]All renewals are paid either on its renewal date or later than renewal date.

11:02[/b]

[b]
Me[b]exactly. .. so this is a renewal. but my xboxonline access has not been renewed. it is acting as though it has been cancelled

11:03[/b]

[b]
Charles[b]Oh I see, Clay.

11:05[/b]

[b]
Charles[b]Xbox Live Gold - Gold – 1 Month was purchase using on this last 4 digit card 5318. Am I right, Clay?

11:07[/b]

[b]
Me[b]yes

11:07[/b]

[b]
Charles[b]Thanks!

11:10[/b]

[b]
Charles[b]It says here that card is already canceled.

11:10[/b]

[b]
Me[b]then why has it taken money off my card?!?

11:10[/b]

[b]
Me[b]there is clearly a system error

11:11[/b]

[b]
Me[b]i know i cancelled the card, but it has withdrawn money anyway

11:11[/b]

[b]
Me[b]so, i am saying, i am happy to keep it that away, i would just like my xboxlive reactivated

11:11[/b]

[b]
Charles[b]Alright! I got it, Clay. So you want to activate your Xbox live subscription. Right?

11:12[/b]

[b]
Me[b]yes, because i have paid for it

11:12[/b]

[b]
Charles[b]I'm so sorry for that wrong information, Clay.

11:13[/b]

[b]
Charles[b]Let me ask, where did you purchase the subscription?

11:13[/b]

[b]
Me[b]on my xbox!

11:14[/b]

[b]
Me[b]with the card ending 5318

11:14[/b]

[b]
Charles[b]Thanks for that clarification, Clay.

11:15[/b]

[b]
Charles[b]I mean, what store Clay?

11:15[/b]

[b]
Me[b]why does that matter?

11:16[/b]

[b]
Me[b]i purached my xbox subscription on the xbox menu, online

11:16[/b]

[b]
Me[b]and i purchased my xbox from a tesco in corstorphine

11:18[/b]

[b]
Charles[b]Since this is already cancelled, to activate this one, all you need to do this buy a new one because the charge was on the last month subscription that it will expire today.

11:18[/b]

[b]
Me[b]but i pay for the month ahead, not the month i have just used

11:20[/b]

[b]
Charles[b]I understand, Clay. The one that you paid for the month is the subscription for the last month that was expired today. To activate, you will need to buy a new one so that your subscription will activate.

11:23[/b]

[b]
Me[b]ok i have renewed it now, and straight away it has taken another £5.99 out of my account!

11:26[/b]

[b]
Me[b]which proves that i pay for my month in advance!

11:27[/b]

[b]
Charles[b]Alright! You can use it now. It is now activated, Clay. Good job!

11:27[/b]

[b]
Me[b]so today, i have paid total £11.98

11:28[/b]

[b]
Me[b]charles, if it was paid at the end of the month, why did it just take ANOTHER £5.99 out of my account when i renewed it

11:28[/b]

[b]
Charles[b]Yes, Clay. The one that you purchase first is for the month of September.

11:29[/b]

[b]
Me[b]you are not understanding me

11:29[/b]

[b]
Me[b]if i just renewed my subscription, why is it charging me straight away?

11:29[/b]

[b]
Me[b]...and not at the end of the month?

11:30[/b]

[b]
Charles[b]The one that you've paid just now is a new purchase for Xbox live gold since the previous subscription is already expired, all new purchase for Xbox live subscription will charge right away.

11:31[/b]

[b]
Me[b]so when i cancel it next time, and it takes another £5.99 out of my bank, what am i paying for?

11:31[/b]

[/b]
[b][b]Charles[b]Nope it wont happen since all new purchase subscription will be charge right away on its renewal date.

[/b][/b][/b]

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:)

 

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