Refund Request team not responding to the customer or other internal Microsoft departments

NA008 · Jan 1, 2019

Hello,

The Microsoft Refunds website shows that 14 days is the return period for the accidental purchase of a digital Xbox game. I requested a refund within 13 days. My refund request was denied without explanation.

I have reached out to the Refunds team by responding to their denial email, and by posting questions in the ticket itself.

I have been contacting them this way for more than 3 weeks, but to this day have not received any responses from them.

I have been working with someone in Microsoft Customer Support on this issue, who has reached out to the Refunds team, but the Refunds team is also not responding to them.

Has anyone been able to get a response from the Refunds team? Is there some way to contact them that I am overlooking?

Thanks in advance!

:)

NA008

Thanks Crystal,

Some of the other internal Microsoft departments also recommended opening a new request, so I did so. The new request was denied as well without explanation.

I replied to the denial email, and left questions in the refund request ticket itself, but never received any responses.

I am still working with others in Microsoft Customer support, but they have let me know that the Refunds team isn't responding to their emails either.

I know you can't help with the refund itself, but can you please get in touch with management in the Refunds department and let them know that their team is not responding to the customer or other internal Microsoft departments?

Please let me know if providing my Refund Request ticket (Support Request ID) would be helpful. They should be able to scroll through the log and see that none of my questions were responded to.

Thanks again!

XBF Diego M

Hi NA008,

Have you also contacted Xbox Customer Support or just Microsoft Customer Support? They are different support channels and maybe the Xbox support team can assist you or find out why the refund could have been denied. Other factors besides the 14 day period,
like previous refunds or if the game was accessed for a certain amount of time, can contribute to the denial but I'm sorry that you haven't gotten a response from the refund team.

Give Xbox customer support a try if you haven't done so yet and see what they say.

Contact us here
Select Xbox One
Select See other options.
Select Payment & Billing
Select show contact options and go to step 4
Select request a callback from support

NA008

Thanks zmaster,

I did end up opening another ticket, as Microsoft Customer Support recommended doing the same thing. The Refunds team did not respond in that ticket either though. This is very strange.

In the original ticket, for almost 5 weeks now, I have reached out to them in their denial emails, and have also re-opened the ticket to post questions directly into it as well. I still have not yet received 1 response. All they seem to do is go in and
flip the ticket to closed again without replying or acknowledging anything the customer writes.

Microsoft Customer service has reached out to the Refunds team as well, but their questions are also being ignored. Everyone in Microsoft Customer Service, and even Accounts & Billing seems baffled by the fact that the Refunds team isn't responding.

A manager is supposed to be contacting me soon so that we can try to figure this out, but I wanted to post here to see if my experience is atypical or not.

Thanks again everyone.

Savage Wolf

Yep … They are doing the exact same thing to me. Xbox Staff Member: Hope S

NA008

I was wondering that myself, but no the game was never even opened. For about 38 days now I've been replying to the Refund team's denial emails, and posting questions in the ticket itself, but still am not getting any responses. They just seem to go
in and flip the ticket to closed again whenever I reopen it to post a question.

Refund Request team not responding to the customer or other internal Microsoft departments