Returns and the Microsoft return process

Need of answers · Dec 23, 2018

Here is the situation I find myself in - my 12yr old special education son made $3,362 worth of purchases in 85 separate transactions on my Xbox account from September 15, 2018 to October 10, 2018. He did this without my knowledge or permission. If that
wasn't bad enough, the debit card that was on the account was that of my 70yr old mother who is on a fixed income. She offered to purchase him a Xbox live subscription so the card was put on the account to purchase it. My father is in very poor health and
is bed bound. The purchases were not noticed until October 12th due to the fact that my dad who is in and out of the hospital happened to be in serious condition in the hospital for 18 days around this time. Now due to the fact that there was not enough money
in her account to cover the purchases the back fees started to accumulate for insufficient funds to the tune of $1,400. My parents can barely afford to live from month to month with their medical bills and prescriptions so this has put our family in a financial
bind. I called Microsoft and told them what had happened and how can I get this refunded -they said they would get back to me within 48hrs. Several days go by and I called them again. The person I talked to said that the case was escalated to the next level
and I would be getting a call within 48hrs. Several more days go bye with no response so I called back - again I was told I would be getting a call within 48hrs. Needless to say more days go bye and still no response. So about the 2 week mark from the start
of the process I call again and get "someone in charge". The lady was really nice and told me that I would have to call the bank and tell them what happened and they would file for the refund on my behalf. So I did and within a day the refund was denied.
I called Microsoft back and the department I was in contact with could not put me in touch with the refunds department over the phone. I would have to start the process over thru email. I could not believe that a phone line to a real person did not exist
for this situation. So now 2 plus weeks into this process I enter the first 4 items for refund on their refund request form - I couldn't put more because the box is so small. A few days later I see that those 4 items were refunded - awesome I thought this
will be a long process but at least I am seeing some results. So I enter the next 5 items to be refunded and continue to do so on several request forms until I got tire of entering them. I decided to stop and wait to see what happens with those before entering
any more. DENIED! On the rest of the refund request forms. The reason was they said they did not meet the criteria for a refund. But wait a minute, they just refunded 4 of the exact same items with no problem. Confused I then send an email response to
the case closure email I received asking what was the difference now or what changed. No response to my questions and concerns.

What do I need to do to get a response to my situation. Clearly the first one went thru with no problems and now the rest are denied.?.? What's the problem? This is a nightmare!

:)

HAZMAT RADIO

You're going to need to contact your Bank/Credit card company to see about trying to resolve this, if they can. There's a limit to the refunds and refund process that microsoft can do.

The games and products do not belong to microsoft, you're just using the Xbox to get there to make the purchases. Microsoft just handles those transactions. In this case, its as if he went to the store to make all the purchases and he walked out with the
merchandise and then you're going back to the same store and asking for a refund when you don't have any products to give back or return.

This is not the first time, nor the last time that this is going to happen unfortunately and if the credit card was not on the account, this wouldn't be an issue. I understand this sounds harsh but the account does not require a credit card. When you add
a credit card, you are giving the user of the account to make purchases using that card.

Hopefully your bank can help.

Need of answers

I totally realize that I dropped the ball in not making sure that the card was pulled off the account. Also this was a visa debit card. I would just like any assistance we can get with this situation. I just can't get in touch with the refund department
directly. You can only fill out their form with the info they want only and then you get a blanket response - these items don't qualify for a refund under the terms and conditions. That would be fine if they had not already refunded 4 of these same items
to the account. So I would just like to know why the items met the terms for the first request but now they don't.

Also does anyone know a phone number for the refunds department? Or an email address that is directly to the refunds department and not thru one of their forms which only accepts specific info.

Thanks

XBF Erick C

Hey there!

I'm sorry to hear that you are going through such a rough time with this particular issue. As stated previously, there is a limit to the Refunds that can be processed by Microsoft for these problems. Now I understand that you were able to contact us and
get this issue escalated. I would call back to check back with that particular Case to see if there has been any updates. Of course at this point your best options would be to
Contact Customer Support again through Chat or Requesting a callback. Another option would be going back to your bank to request that these transactions get cancelled as these
were made without your knowledge.

I hope this information helps.

MightyQuinn75

Hi there, I'm very sorry to hear your family has been though such a rough time recently. I can completely understand your frustration with this situation.

Sadly no one on these forums can actually physically do anything to help. We can offer advice. But the only advice is that they really are the only people that can help. In customer support and refunds. I really dont have anything else to suggest.

Apart from getting back into the entire process again. Which I'm sure you really didnt want to hear right now.

I'm sorry I cant offer any more advice.

GarryMPOP

Biiig surprise... the return process doesn't work, typical Microsoft

Returns and the Microsoft return process