Refund refused for unauthorised payment - appalling Customer Services

Hiya Rhysct,

Thank you for contacting Forum support.

Sorry to hear about the situation. I do understand what you're going through since I've been there (Turns out my little brother purchased some stuff on my account without me knowing once before), but due to recent changes support cannot offer refunds over
the phone anymore.

Our only current suggestion entails the use of the refund
request webform as this is our way of having our team review the purchase(s), the reason in asking for the refund, and then of course the decision given.

(Once a refund request has been made and you have further questions about the process or have not heard anything within 48 hours please reply to the confirmation email sent to you.)

what the agents look into is previous refunds on the account. so that may effect the decision if there are any previous refunds within the year or account.

Also, I recommend to set up a Passkey (How
to create an Xbox One passkey) to protect your account from accidental purchases or fraud attempts in the future.

Hope this helps.

You can reply to the email to contact the refund specialists and give more explanation.

if the refund was refused there is nothing you can do. Sorry for that.

Hi

As Smwutches stated you can reply to the email, or you can request a call back by phone from support if you choose that route, No guarantee they will issue a refund though, That would be at their discretion

On the Contact Us page, you'll see an option of chat with a gamer. Pick that option and then ask the gamer to escalate to a support advocate