Request for a refund for an unauthorised transaction on Microsoft Store

Hi TheArchiHunt, my name is Jose and it is my pleasure to help you.

If you made a purchase on the same day that you have that $14.95 debit, it may be a tax for making said purchase. In any case, I couldn't tell you exactly since I'm simply a player like you and I'm not an employee. From Microsoft. What I can suggest is that you check the transaction history to see if the complete debit for the game plus the tax appears and if it does not appear, the debit should be there for that amount ($14.95).

https://account.microsoft.com/billing/orders/

If it does not appear, you could contact support to obtain a little more information regarding this issue.

Support: https://support.xbox.com/contact-us/

I will also leave you the refund form in case they tell you that it was an unauthorized debit: https://support.xbox.com/forms/request-a-refund

I hope I have helped you in some way, good luck to you.

Greetings,
Jose.

I have one account and ONLY one account. None of my relatives have access to the account. The purchase shows up at the billing site, but it's rather uninformative - it just says x number of points purchased, it doesn't even give a proper timestamp (just
a date), and no information that would help me work out where the transaction was made. No one else has physical access to my xbox, and that is the only machine that can log in to my account without requiring the password, so all I can think of is that someone
has obtained my password by whatever means and then made the purchase - presumably giving up when they only managed to buy 6k points, not the further 5k they attempted to buy immediately afterwards (that transaction was refused by my bank).

well then you're not investigating the correct account

no matter what all purchases on an account is reflected in billing.microsoft.com or purchase history

however if you use multiple acccount swith the same contact email you will have to look into those accounts billing history

as the same windows live id is not nessarily the contact email

really this sounds like a case of a relative purchased something without your permission maybe on another account that you are not looking at

Clarification: No-one in my household purchased the points. As far as I can tell someone at an external location (no idea where 'cos there's no logs available) logged into my account and purchased the points. Once I received the emails notifying me of the
purchases (a couple of hours after it happened), I logged in myself, changed my password and removed the card from the account, and contacted customer support. What I was told is even though I hadn't performed the purchase, and no-one in my household had done
it, there was no way I could get a refund apart from as points codes rather than money. Starting an Unauthorized Access Investigation wasn't even suggested by the rep. I'll phone support again once they open and specifically ask for an investigation, but surely
this should have been suggested by the rep at the time as I was very clear about what had happened?

If someone in your household used your account to purchase the points then no you would not be refunded anything. There are tools on the console to prevent unauthorized access to an account from your end. If you don't use them,
that isn't MS's fault.



If someone stole your account, via phishing or social engineering, then you should call support and have them start an Unauthorized Access Investigation, at which time they will lock the account until it is complete, usually within
7-30 business days. If the account is found to have been out of your control at the time of the purchase you will be refunded the amount (so long as you don't use them). If it is found to have been in your control at the time of the purchase then you will
not be refunded anything.