Purchased content that I had with gamepass.

AutumnDM · Feb 2, 2020

Elder Scrolls is free with gamepass and I’ve recently gotten back into it. They are coming out with a new chapter in June.

For $59.99 you can purchase the preorder AND the standard eso game to own.

When I was in the xbox store looking at it i clicked “this purchase includes..” and read the descriptions of the different chapters.

When I was ready to buy, I did so. Except I bought the piece of the game (which is also free with gamepass) instead of the preorder like i intended. I spent $47.99 on it. I contacted xbox immediately, within mere minutes of the mistaken purchase.

Without so much as a word beforehand, Microsoft closed my case. I feel like they didnt even look at it, and its frustrating. I have not consumed the purchased content, I have been playing the exact same content with gamepass.

I called and after a series of long holds I was able to talk to a very nice rep who understood my situation and recognized I was not just someone who was dissatisfied with the product and wanted her money back.

On the contrary, i was trying to spend MORE money in their store lol.

He created a ticket and said he’d escalate the situation. He promised someone would *call* me within 24hrs.

Hours later i received another email that was just “We’ve reviewed your case and it has been closed” actually, the person who wrote it even had the nerve to say “Happy Gaming!” >:[

After their refusal to either exchange or refund the money so i can re-purchase the same exact content thats on gamepass and the same exact content that comes with the preorder, I’m beyond frustrated.

They are telling me basically that im going to have to spend over $115 in their store to play the same game.

I’ve not dealt with microsoft support a lot, despite being a paying xbox customer since 2014. Ive made countless purchases through them and never had an issue until now.

Im very turned off by this communication, and am not sure how to proceed.

Microsofts response to this really “Heh. Thats too bad, sucks to be you.”

:)

Lil RaScaL0121

Xbox Game Pass is really good value for money always check for new games being added to Game Pass before hand. I always make sure i check Game Pass first.

This just proves the value of Game Pass and how amazing Game Pass is to gamers today

MindOfTim

I'm really sorry to hear that (I'm not just saying that, I really am). I feel that they've completely misunderstood the situation. I would honestly try contacting them again to explain why they wont help you

XBF Brad A

Hi Autumn,

Thanks for the replies. Have you tried the refund form? As this is the way to get anything refunded. I'm sorry to hear about the issue with the purchases. Here is some additional information regarding the refund process.

In regards to requesting a refund you will need to do so online. Click here to learn How
to complete the refund request form.

After you submit the request, you’ll receive confirmation and follow-up emails that will include instructions on how to keep track of your request.

If you are needing further assistance with the purchase I would suggest to contact Live Support.

When you go to Contact Us, follow these steps to request a call:

Step 1 ----click on Contact us
Step 2 ----under what you having trouble with select Subscriptions & billing
Step 3-----under what is the issue I can't redeem a code then hit next

Step 4 ----scroll down to select request a call

Please be sure to try the website request refund first, as agents will direct you there anyway. Also you are able to reply to the emails that you will receive from doing the online request directly.

Hope this helps.

Thanks,

Brad

cruzanman1964

I love my xbox but I have to say sometimes customer support from Microsoft can be really really brutal and you are gonna have to call more than once you're gonna have to get frustrated more than once in order to get this fixed because they will return
the money to you I've had the exact same thing happen to me

XBF Brad A

Hi Autumn,

Thanks for the response. Unfortunately, you will need to keep trying to request a call from support. Try different option so you get a call. They are unable to pay the difference. You would need to get it refunded then purchase the one you want. We here
on the forums are unable to access any of the things you need. When selecting options try Account and profile, then i want to change email. Then select request a call from support.

Thanks,

Brad

Purchased content that I had with gamepass.