Refund Escalation process

AlexS_16313 · Aug 5, 2021

I put in a refund request with Microsoft because my kids somehow charged over $100 in Minecraft on Xbox. I was rejected for the refund request and the reason was for too many refunds in the last 6 months. I checked my account and verified that I never requested or received a refund for as far back as I could see (2014).

Here is the problem. The escalation process says I need to reply to the email from the refund advocate. I never received an email, and only saw that I was rejected by logging into my account. I checked my spam and deleted folders and can confirm I never received the email rejecting my refund. I tried calling customer service and they told me they could not help me and could not refer me to anybody (which seems pretty shady to me).

What do I do now? I have no one to call or email about this refund.

:)

SammyVS

Thanks for contacting us my name is Samy, I am an Xbox Gamer and I will be helping you today.

How are you, Alex?

I recommend trying to fill in the refund form again and see if you get any response from the team that handles the refunds. If you don't receive anything in your email you can try to contact your bank and ask them to cancel these purchases.

On this link, you can access the refund form.

https://support.microsoft.com/supportrequestfor...

XBF Houmaidi O

Hello @AlexS_16313! I hope that you are doing well!

Sorry that you had to run into such issues. May I ask you are you able to request the refund again on your purchase history page here?

Coops993

Escalate it to a dispute to get the process moving and get a refund.

Njal the Blue

you can respond to the emails that deny the refund, giving further evidence etc.

Shame on you Microso

Thank you for the quick reply, however as you can see above I have already pursued both of those options multiple times.

My frustration comes from a lack of recourse or ability to dispute their decision. Every xbox respresentative I speak with has agreed with my position, however they say they cannot proccess a refund themselves. My only option is to continue submitting requests
which are always denied without even reading any of the details of my request and my replies are always ignored. How is that right? How can they just uniformly deny it without an explanation or possibility to escalate or dispute it? Ive never had that experience
with any other company... big or small. There is always an opportunity to speak with a representative over the phone who can help resolve the issue with any other company. In xbox’s case the only people who can handle refunds are not reachable by phone at
all. This is inexcusable for a large company like Microsoft who can clearly afford to provide refund support over the phone but choose not to.

Refund Escalation process