Renew Gold and Get Siege Purchasers BEWARE

I recently purchased a promotion displayed on the Xbox Home screen for my son for good grades in school. What I didn't know is that I was also going to waste 2 hours with customer service and troubleshooting.

On the Home screen for xbox, there is a promotion for "Get Gold Today and Siege is on Us" which looked fantastic, two birds with one stone as they say. However, in the fine print you don't get the game til December 15th apparently. To compound issues, there
is no confirmation on the bundled being purchased or note on the receipt that the code for the game will be sent in weeks from now.

So I contacted customer service and asked where the game was in my parental confusion and was made to feel like a liar. Essentially, I just thought my email being incorrect was the issue, but it went deeper than that. I had to have the renewal be refunded
so I could see the promotion again, physically take photos of the television and forward them to myself then to the customer service rep I was speaking with, before Xbox even was aware that the promotion even existed.

The following is my chat with the agent, which doesn't highlight the pure confusion and anarchy a 10 year old who worked hard for something can inflict on a parents mind lol

Agent

Talk to a person

Love T. has joined the chat

Microsoft Answer Tech

Hi, thanks for visiting Xbox Support! I'm Love T..

Me

Hello Love T, I'm having an issue with a recent purchase

Oh! What seems to be the problem?

Me

I renewed the Gold subscription as part of the Rainbow Six Seige promotion, but I think the email code for the game bundle got sent to my previous email which is invalid

Me

So I changed my email to a new outlook one, but I'm concerned the code is lost in cyber space

May I know when did you renewed?

Me

Today about 45 minutes ago

Me

on the xbox itself

Me

"Renew Gold Subscription Today and Siege is on Us" promotion

Thank you! May I know how many months?

Me

12

Me

59.99 package

Thank you!

I know where you’re coming from since i am a gamer outside my shift, Don’t worry, I will do my best to help you out.

To get us started, may I have your gamertag associated with your Microsoft account and also your best contact email today?

Me

I believe it is

Me

*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** is my primary email

Me

But that account somehow got made, so I have *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** as my new Microsoft email

Thank you! As I can see here the renewal for 12 months is already posted in this account just today

Actually the primary email is *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** and the *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** is secondary email for this account

Me

that works

Me

is there any way to merge the two seperaste accounts?

Me

separate issue

Me

but I'm still curious lol

So you mean that *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** has another gamertag/

Me

My kids use the xbox primarily, but my email used to be *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***, which was supposed to be .net but I couldn't get it changed at the time

Me

Either way the batcat email is long gone as my ISP has changed

Me

Somehow *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** has its own Microsoft account

Wait may I have the gamertag for *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***?

Me



Me

I just changed my email today to try and fix the Sainbow Six Problem

Me

because it said it was sending a code to the message center

As I can see there is no account for *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

Me

That's good

Me

should be *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** now

Me

I would prefer that it be *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

Yes and it was for the

Me

as that's linked to my phone

so nothing to worry about

Me

kk\

Hmmm I see,\

Actually the system wont allow you to merge two accounts.

Me

Sad face, alright. Ill be a email connesuer I suppose

I would like to tell you that I'm happy to assist you with this inquiry. Is there something else that I can help you with aside from this?

Me

Back to the original issue, how would I get the Rainbow Six Siege game

Me

I renewed the subscription as part of the promotion

Me

Where u get Rainbow Six Siege when you renew your Microsoft account

Lets open a new tab

and log in to your account at account.microsoft.com Select Payments and Billings>Order History.

While waiting for that lets pull up the other account

So here's the thing for us to access the account, i'll be sending a verification code to the security information associated with the account. please let me know once you have I it

Me

539398

Me

got it =-)

Me

and the tab is open and ready

Me

567735034127812580 order number

Thank you!

As I can see here it was redeemed and purchased using the

account

and its for 65.01 USD

Me

Correct

thank you!

Me

So, how do I go about installing and playing Rainbow Six Siege

One moment

are you infront of the console?

Me

My son is in a smite match but I can boot him off lol

Me

Should I administer parental powers of smite match doom?

No, you need to follow the steps I had provided

Me

Ok, those would be?

Me

Hello?

Me

It isn't showing anything

Me

I just see a small blue block, nothing in it

Me

Your last two text bubbles have nothing in them

Me

They are "___" that big

Oh!

One moment

let me resend it

Me

Still nothing

Me

Can u send to my email maybe?

Can you check the Ready to Install section?

Me

Yup, sec

thanks

Me

Nothing

Lets' Press the Xbox button to open the guide>Settings>All Settings>Account, select Remove accounts.

Select the account that you want to remove.

Select Remove to confirm.

When you're finished, select Close.

Me

No rainbow six siege anyway

Then

Turn off the Xbox One console by pressing the Xbox button on the front of the console for about 10 seconds until it shuts down completely.

Unplug the console's power cable. Wait 10 seconds.

Important Be sure to wait 10 seconds. This step resets the power supply.

Plug the console power cable back in.

Press the Xbox button on your console to turn on the Xbox One

Me

What account am I removing?

The

May i ask where did you purchased this promotion?

Me

On the xbox itself

Me

was on the home page

Me

all done, powering the xbox up now

Great! after that add back the account

then go to ready to install

I hope I didn't lose you. Are we still connected?

Me

Yea

Me

Nothing there

I see. Have you checked your email

Me

Like I said, in reading the promotion is says it will send a code to my "Message Center", whatever that is, and I never got a message. If it sent a message to my email, it was *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** previously

*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

Me

Your not listening to me....

and the message center?

No its not

it will never be sent to *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** because the accounts emailnow us *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

Me

Yes, but when I purchased the promotion and renewed my subscription, my email was *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

Me

When I wondered where the siege game was, I realize the email was incorrect

Oh!

Me

So I then updated it to the outlook.com email

Let me go ahead and exhaust my resources here on my end. Is it okay to put you on hold for 2-3 minutes?

Me

Sure thing

As we checked here there will be no effect even you used it using the old email address since

you mentioned that you purchased it using the console

Me

Correct

and the account logged in is the one that you have right noe

Me

Correct, I had to use the new email address to redownload/connect to the account

Me

After removing ti

Please press the xbox to open the guide

Me

k

Me

then what

go to MESSAGES

Me

k

then check if theres a code for you

Me

nope

As i can see here in your order history it was only for Xbox Live Gold - Xbox Live Gold

but there is no notations that its fo rbundle

can you still see the promotion?\

Me

Nope, probably because it sees that I am gold now

Me

This all sounds like internal issues to me...

And it shows that its still 59.99

Me

Can you not just resend the message that was most likely sent to a non working email account

for renewal + tax

Me

I'm aware of all of this

We are not able to do that.

Me

Can you refund the purchase and maybe automation can take of the issue?

Me

Because this has been over an hour of my sunday now

May i ask have you received an email for confirmation of your order on the *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** and *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** ?

Let me check it one moment

Me

just gmail

Then what is the email sent to gmail?

Me

Items Xbox Live Gold

Me

Let me ask you a question, can u see the current promotions being offered to customers?

Yes, we will be receiving an email if there is a promotion like this

but at this time there is no

regarding the rainbow six siege and reneal

renewal

Wait

Me

Sigh. Refund the purchase than and I will let the xbox fix the issue hopefully then

can you send me a copy of the email that you received on the gmail

Okay, one moment

Me

I'm not understanding why I have had to verify so many things regarding a promotion being offered on the homepage

Please do not disconnect while I am processing it as I might have problem saving it and please make sure that you will properly end this chat session by clicking the "END CHAT" button located above this chat window, okay?

Me

Wait one moment

Me

Will I be able to immediately repurchase the Gold package for the promotion ?

Me

Or is there a waiting period after the return

As i say, there is no assurance since we are not able to receive any updates regarding that.

You will be able to purchase again a gold subscription but

we can not assure you that you will still have the promo

Me

I have to admit, I am not happy at all about this

Me

My son has been asking for this game for weeks

i apologize for that

i will be sending an email

Me

I finally see an opportunity to take out two birds with one stone and renew the subscription while getting the game and the xbox rep doesn't even know about the promotion being offered on the homepaghe of the xbox

can you please reply the body of the order confirmation?

Me

How is it that I am seeing a promotion on the main screen of my xbox and you have no clue it exists?

It is because we are not allowed to have it mirrored.

Me

Your not allowed to see the current promotions for potential customer service issues like this?

I Can see that you had purchased but the promotions are system generated for the console

As i say we are receiving emails for promotions but not this one. Can you send us a screenshot

So we can verify

Me

How would I do that

Just send us the email you received for order confirmation

Me

Where do I send it

I just sent it to

*** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

You can reply it

if you can screenshot it then its better

then attach it on the email

Me

No email for necedaboys besides welcome to outlook

Me

How do I screen shot on windows

you can check the spam and junk

i just resend it

Me

Nothing

I just resended it

Me

Hello David N, We're sending you this message to confirm that you have purchased the following items from Microsoft: Purchase Date Sunday, November 5, 2017 Total before Tax: $59.99 Tax: $5.02 ----- Total for this order: $65.01 Item(s) Xbox Live Gold - Xbox
Live Gold Price: $59.99 Quantity: 1 The following payment option will be billed for this purchase: Credit Card: VISA Last four digits: ****3628 Estimated charge date: Sunday, November 5, 2017 To check your order details, including applicable taxes, go to Sign in to your Microsoft account.
To find out about the benefits of your Xbox Live Gold membership, visit Xbox Live | Xbox. Thank you! Xbox Live team Note: This message was sent from an unmonitored address. Please do not respond to this message. To have these messages sent to a different
email address, go to Sign in to your Microsoft account. If you have questions, go to https://support.microsoft.com. Microsoft Corporation One Microsoft Way Redmond, WA 98052, USA For our Pri

Me

Not getting the emails

Thank you

Me

We might be getting to the issue at hand if I am not even getting the emails you are sending right now

as we can see here there is no indications on the email that you will be receiving a game together with the purcahse

Me

Refund the purchase then.

Me

I can see that, however your using the justification that I am a liar as the resolution for this issue

Because if its bundled/promo purchased you will be receiving an email that informs you that you will be receiving it together with the rainbow six siege

Me

Well I don't know what to tell you

Me

I pourchased it through the console home page

Me

Through the link for getting "Siege on Us"

let me check that

one moment

I'm not saying that you are a liar David, its just i am explain to you what happens if you will purchase a promotion.

Me

I did purchase a promotion

I'm not stating that you haven't purchase it I'm just telling you what i can see here in your account

Me

The issue is the disconnect in your internal systems Love

apologize for that.

One moment while i refund the purchase for the renewal

Me

Stay on after the refund please, I would like to see if the promotion will repopulate after the renewal is canceled

it will also cancel the subscription just to give you a head up okay?>

Me

Is there a waiting period on the xbox gold after a cancelation

Me

Because if its there I will attempt to purchase it again, and I don't want a lockout

It depends, yes you can purchase as long as you have funds in your card

But for the refund

It might take up to 24-72 hours to be posted on your Microsoft Account and might take up to Once full billing cycle depending on your bank's processing time.

And we can check that

here's how;Let's open a new tab and log in to your account at account.microsoft.com Select Payments and Billings>Order History

Me

Its always amazing that taking money is immediate, and refunding is days.

Me

Anyways

Let me know if i will cancel and refund the renewal

Me

Please do

i have cancelled it already and processed a refund

Now please check it online

Me

The promotion is right there

That would be for 65.01

Me

It repopulated

USD

Me

Just logged back into that game

Can you take a phot of it and send to me

Me

after the cancelation, the Promotion is on the home page now

Ill be sending an email to *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. *** and *** Die E-Mail-Adresse wurde aus Datenschutzgründen entfernt. ***

I just recently send it again, please check the inbox, junk and spams

Me

Your email takes incredibly long

Me

In the time u sent it, I have taken a picture of the promotion, sent to gamil account and forwarded to the outlook account

Me

and no email from u yet

You can try to log in and log out

Then check all folders

Me

its working

Me

I got my emails

Great!

Me

no

Me

not your emails

Me

The emails I sent myself

i see

Me

I just sent u the screen shot of the promotion

Me

to the reply email

Let me check it David

One moment

Thank you!

Me

I just repurchased the bundle

I already received the screenshot

Oh!

I was about to say not to purchase it

but its okay

Me

I sent 2 screen shots

Me

one of the offer, one of the next screen and I have screen shots of every screen from the purchase process

thank you!

One moment

Me

Hello David N, We're sending you this message to confirm that you have purchased the following items from Microsoft: Purchase Date Sunday, November 5, 2017 Total before Tax: $59.99 Tax: $5.02 ----- Total for this order: $65.01 Item(s) Xbox Live Gold - Xbox
Live Gold Price: $59.99 Quantity: 1 The following payment option will be billed for this purchase: Credit Card: VISA Last four digits: ****3628 Estimated charge date: Sunday, November 5, 2017 To check your order details, including applicable taxes, go to Sign in to your Microsoft account.
To find out about the benefits of your Xbox Live Gold membership, visit Xbox Live | Xbox. Thank you! Xbox Live team Note: This message was sent from an unmonitored address. Please do not respond to this message. To have these messages sent to a different
email address, go to Sign in to your Microsoft account. If you have questions, go to https://support.microsoft.com. Microsoft Corporation One Microsoft Way Redmond, WA 98052, USA For our Pri

Me

Did the same thing I'm guessing

Here is the thing David, we will leave this case open as we will be escalating this

by the way thank you for raising this up

We will be escalating this since you were not able to receive the code for Rainbow six siege. However, i will take ownership of this case and keep you posted

But for the meantime

please allow the console 24-72 hours for you to receive the code

Here is your reference number

1403387202

Me

When will I here further news about this

Me

I don't want to have to chase this promotion around, so I would appreciate it if someone called me with a resolution

Upon checking and review the images you sent. It shows that you will be receiving the code on Dec 15, 2017

That's why we are not able to see the code as of the moment

Me

You might want to suggest they put a disclaimer on for kids/parents being that its essentially like buying them a Christmas present...

Me

Like, a much bigger disclaimer, not fine print.

Again i apologize

Me

Now I have to break the news that my son isn't receiving his reward for good grades for another 5 weeks

Me

And wasted nearly 2 hours of my sunday

i know how it feels david I'm a mother.

Me

Well, the difference is your being compensated for this lol

i know the waiting time is long but its a good gift for Christmas

Me

I am getting more grief

Me

So whats the next step

Me

Just wait it out?

Me

Never thought an online purchase would take 5 weeks for delivery.

As much as i want to provide you the code however we really need to wait because that is under the terms and conditions for this promotion

Me

So if I don't receive the code by Dec 15th, should I go through these hoops again?

Yes, I'm sorry if that's not a big and enlarge size but thank you for your feedback and i will surely inform and take note on this concern

I will assure you that you will be receiving it

Me

Well, maybe suggest they have it notated on the receipt

Me

So when someone contacts customer service they aren't made to feel like a liar

As we haven't receive any chats regarding redeeming codes

yes, i apologize for that david.

by the way thank you for getting a gold subscription.

For the meantime you can try to download other games with gold for free

Me

You're welcome I guess.... never thought spending 60 bucks on something for the kids would result in 2 hours of lost time and an angry child

ive been in that situation but i know your child is smart enough also to understand this

What i suggest is to let your child read this screenshot also

Me

So they can become just as frustrated as I am about the bait and switch lol

You can check this link for the meantime so he can play other games

while waiting

Games with Gold | Xbox Live

haha well i know and I'm sure he will also but he will understand it as well

Again i apologize

Is there something else that I can help you with aside from this?

Me

Getting the last two hours back would be great. Is there a way we can escalate this for a customer grievance?

Me

Mainly, so it doesn't happen to more unsuspected customers

Me

unsuspecting*

NO worries, i already notated here in your account regarding this matter

and informed my supervisor about the issue so the team will take a look on this issue.

Me

Your office deals with the entirety of online chat services?

Again, we do not suspect you as liar. Its just that we are sharing to you what we saw on the purchases made under the account and the knowledge we had for order purchases

But i understand you especially in the email you received for confirmation

since you had ordered a promotion. It should not be something like that. Thank you for raising this up

Me

Its more than that though. The issue is you have no way of knowing if it was indeed a bundle purchase, resulting in the integrity of the customers statement being called into question. What you intended is irrelevant to what's potentially being done.

Because we don't see what yo uare seeing that's why we need to verify it

Me

With that being said, I just want this issue brought to the attention of the powers that be so more customers don't start screaming at your coworkers

Im sorry for that

yes i will definitely david

Im so sorry again

Me

So what does xbox do for customers when they are sorry besides words.

Me

That's the point. You being sorry isn't xbox being sorry

Me

Xbox is still showing the same promotion with misleading information

Me

regardless of the wording

Me

Should be saying "Renew Gold Today and Get siege on us in 5 weeks"

We just proved that you will get the game but not today and we just have to wait for it.

Me

Or, Renew Gold Today and get siege for Xmas! Santas coming

Me

Until then, I'm afraid your going to continue to be receiving these complaints and customer troubles

Me

So I hope it gets escalated to the proper channels and more parents can save hours of angry kids and confusion

Maybe in the future they will get the Terms and Condition much bigger so customer will notice them

Me

Cheers to you. Thanks for trying to help.

Sure David again sincere apologies for this matter

Me

Actions speak louder than words my dear.

Thank you also David

Yes you are right

Once Again, this is Love. Thank you for contacting Xbox Customer Support! To end your chat session please click "End chat" above the chat window. If you have any additional questions after you disconnect, feel free to contact us again.



Be warned, your going to wait. Make no promises to the wee ones, or expect a very...... interesting..... Sunday.

Never expected to spend 60 bucks on a child to have them absolutely furious at me lol Thanks Xbox

:)

 

How to Renew your Xbox LIVE Gold Membership

Overview of Xbox LIVE Renewal

When your current Xbox LIVE Gold Membership is about to run out, you will get a renewal message on your screen.

• Month-to-month membership- Notification comes 15 days in advance
• 3 or 12 month membership- Notification comes 30 days in advance

Xbox LIVE membership can be renewed using a credit card, a debit card, or a Prepaid Gold Membership Card.

If your automatic membership renewal (auto renewal) is set to off, you can purchase a new subscription or use a prepaid membership card to renew your Xbox LIVE Gold Membership.

Renew with a payment option by purchasing a new membership:

Steps to Follow

1) Use your Xbox LIVE gamertag to sign in.

2) Under Settings, select Account.

3) Proceed to Your Memberships, and select the membership that you currently have (for example Xbox LIVE Gold)

4) Select Modify Membership and you will be presented with a list of renewal options. If you are on an Xbox LIVE Free Membership, you can choose to upgrade to Gold Membership.

5) Select a membership option, then Confirm Purchase.

Once you have confirmed your purchase, the following will happen:

• The payment option you are using will be charged immediately.
• The time subscription plan you have just purchased will be added to your remaining subscription time.
• Your Xbox LIVE Gold Membership will be activated and auto renewal turned on.

Take note:

If you use a credit card as your payment option, you cannot remove it on file until your current membership expires.

There is a procedure you can follow to add or change your Xbox LIVE payment option.

Renew with a prepaid membership card

It is possible to renew your Xbox LIVE membership using a Prepaid Microsoft Gold Membership Card. This card is available at retail locations.

If you choose to redeem a prepaid Xbox LIVE membership code, you will be added time to your existing Xbox LIVE membership, while your renewal settings will remain unchanged.

How to turn on auto renewal (for existing membership):

If you are already on Xbox LIVE Gold of Family Pack membership and you want to turn on auto renewal without purchasing new membership, you should contact Xbox Support.

How to Troubleshoot Xbox LIVE renewal:

If there are issues with your Xbox LIVE account, you might receive the following messages. The solutions are provided below:

• Error: Your credit card has been declined several times by our billing service.

This means that your credit card has expired, or the information on it has been changed. To solve this problem, there is a procedure you can follow to change payment option for Xbox LIVE membership.

• Error: 8015d080

In case you receive this error message, you need to contact Xbox Support.

 

How's Daggerdale?

[quote user="Nameloi"]

snip



[/quote]

Solo bromeo amiguita. Renew your account soon to see if we can play together Dungeon Siege if you get it.