Refund failed not getting any support from customer service

x1Hellraiser1x · Jan 22, 2019

Hello,

My son accidentally purchased Fortnite standard founders pack for 42.79 on December 10th. I requested a refund that same day and received an email on the 11th of December to expect my refund within 3-5 business days. That clearly was not that case as I found
out on the 17th of December that my refund failed. I contacted support to which they informed me that I need to call in to customer support to escalate this issue which I did. It is now January 14th I have not received my refund and I do not have the product
that was miss purchased by my 4 year old son. I keep calling in several times a week and I keep getting told different times to wait whether it be 48hr, 72hrs, and even weeks. The support team has also informed me that the escalation team have not made any
updates to my problem and never set the proper expectations for how long I need to wait to get my refund. I am currently in a dilemma where the only way I will see my money is if I do a charge back but in the process have my Microsoft account banned that has
over a $1000 dollars of digital games purchased and I am unsure what to do, I feel like I have been robbed but not only that have received terrible customer service from the standard call center employees to their so called "supervisors". I would like someone
to investigate this issue as I can't do a charge back since I will be punished and the call center employees are not helpful at all. The reference number to this case is (Mod Removed - PII)

:)

x1Hellraiser1x

That was the first thing I did for my refund and it was approved on the 11th thanks though.

XBF Javier R

Hello there,

We have read through your post and understand that this concerns a purchase made by your son accidentally on your account and that you have been unable to get this item refunded, already speaking with multiple support agents and supervisors.

Unfortunately, our forums community does not have the necessary tools for investigating this matter, and when it comes to refunds it would be best to continue requesting the refund through our
refund request webform as this is currently the way to get money back on a digital item purchased through the Microsoft
store.

Follow the form and try requesting the refund once again, and let us know the results.

Best wishes!

MightyQuinn75

Hi there. I'm ever so sorry you have been having these issues. Sadly there is absolutely nothing anyone here can do to help you, other than offer advice. These forums are mainly covered by volunteers and no one with access to accounts. If you have
received an email regarding the refund request, you should respond to this on the matter. It will be better than keep ringing.

x1Hellraiser1x

Unfortunately I did reply too the original email I have not received any email back and that was on the 11th but thank you.

XBF Amber M

Hi there,

Thanks for replying and keeping us updated. Super sorry to hear that the return process has been a frustrating one for you.

Since the refund was initially approved, the proper amount of time that it normally takes for a refund to process is 3-10 business days, meaning that is the allotted time for those funds to be sent from Microsoft to the financial institution that issued
you your card. From there, the amount of time that it takes to be credited to your account would be set by the financial institution itself. You may wish to reach out to them to see if there is any further information that they may provide for an expected
return of those funds.

You have done your due diligence in contacting Xbox Support and if your case was escalated but you have not heard anything further, it is best to request a call back and reference the case ID you were provided so that the agent that you're speaking with
can look into it to see if there has been any progress.

Again, apologies for the wait and we wish you the best!

Refund failed not getting any support from customer service