Rewards points not depositing - transfer to another account??

Hennerz23 · Nov 14, 2016

So I've made several posts about my rewards points not depositing and always got awful answers that explained nothing just that you guys had a problem you couldn't fix - great service by the way..

So I apparently have a billing problem with my account that you for some reason can't sort out. Last time I made a post, I got a slightly more helpful answer to say I could make a new account and get my points moved onto this new account. Then you went and
locked the discussion without giving any information on how this could be done and without letting me even be able to ask how to do this. Again, great service. So I messaged and posted again and got no response..

So I'll try again:

I have rewards points that I want to get onto my account. You won't deposit them, as apparently there's a problem. I have another account they can be transferred to, as suggested by one of you on my last post. How can this be done? When you reply don't lock
the discussion so it goes nowhere, maybe try to resolve it?

:)

Hennerz23 · Nov 14, 2016

Rewards points not depositing - transfer to another account??

So I've made several posts about my rewards points not depositing and always got awful answers that explained nothing just that you guys had a problem you couldn't fix - great service by the way..

So I apparently have a billing problem with my account that you for some reason can't sort out. Last time I made a post, I got a slightly more helpful answer to say I could make a new account and get my points moved onto this new account. Then you went and
locked the discussion without giving any information on how this could be done and without letting me even be able to ask how to do this. Again, great service. So I messaged and posted again and got no response..

So I'll try again:

I have rewards points that I want to get onto my account. You won't deposit them, as apparently there's a problem. I have another account they can be transferred to, as suggested by one of you on my last post. How can this be done? When you reply don't lock
the discussion so it goes nowhere, maybe try to resolve it?

XBLRewards8 · Nov 14, 2016

Rewards points not depositing - transfer to another account??

Hello Hennerz23,

We responded to your post at (Rewards points not depositing - transfer to another account??).

XBLRewards8 · Nov 15, 2016

Hello Hennerz23,

There is currently an internal issue with the data stored for your account which is preventing a deposit. When our system goes to place your deposit, it asks the Microsoft database what your billable account information is, and more importantly, what billable
account you would like the deposit to be placed into. What this issue then does is cause the database to be unable to return what account you have specified as the intended deposit account. This is called your "primary" billable account. When our system does
not detect a billable account as a primary account, it aborts the process, rather than deposit into an unknown billable account.

When our system generates a report on your deposit, it sees that your deposit failed, and generates a message alerting you that you did not receive your deposit correctly. This message includes basic troubleshooting steps, like updating your user information,
but that will not resolve this issue.

Since this is an issue with how databases communicate, it has been escalated to another team to resolve. Since we cannot use our customer support tools to affect change on databases, we must await further instruction from them on how to proceed.

We used to have the ability to force a deposit directly into a Microsoft Account, or to transfer Credits between accounts. Unfortunately, due to many internal changes over the past few months, these options have become unavailable to us, and we can no longer
provide these kinds of hotfixes. We are currently researching other alternative, short term methods which may still be available for our tools, but at the current moment do not have a hotfix we can use to maneuver these Credits successfully. Again, we apologize
for the inconvenience that this issue is causing. In the meanwhile, while we wait for a response from the team working on this issue's resolution, we will continue to attempt a deposit into your account. While investigating this issue, we have determined that
some users can successfully get a deposit forced through, and we are monitoring this abnormal behavior for a report to our other team. If you witness this occur on your account, please, let us know.

As you request, we will leave this thread unlocked, but cannot guarantee a prompt response. Older threads have a tendency to get buried very quickly, and are not as easily visible as newly created posts.

Collymilad · Nov 15, 2016

Hello Hennerz23,

There is currently an internal issue with the data stored for your account which is preventing a deposit. When our system goes to place your deposit, it asks the Microsoft database what your billable account information is, and more importantly, what billable
account you would like the deposit to be placed into. What this issue then does is cause the database to be unable to return what account you have specified as the intended deposit account. This is called your "primary" billable account. When our system does
not detect a billable account as a primary account, it aborts the process, rather than deposit into an unknown billable account.

When our system generates a report on your deposit, it sees that your deposit failed, and generates a message alerting you that you did not receive your deposit correctly. This message includes basic troubleshooting steps, like updating your user information,
but that will not resolve this issue.

Since this is an issue with how databases communicate, it has been escalated to another team to resolve. Since we cannot use our customer support tools to affect change on databases, we must await further instruction from them on how to proceed.

We used to have the ability to force a deposit directly into a Microsoft Account, or to transfer Credits between accounts. Unfortunately, due to many internal changes over the past few months, these options have become unavailable to us, and we can no longer
provide these kinds of hotfixes. We are currently researching other alternative, short term methods which may still be available for our tools, but at the current moment do not have a hotfix we can use to maneuver these Credits successfully. Again, we apologize
for the inconvenience that this issue is causing. In the meanwhile, while we wait for a response from the team working on this issue's resolution, we will continue to attempt a deposit into your account. While investigating this issue, we have determined that
some users can successfully get a deposit forced through, and we are monitoring this abnormal behavior for a report to our other team. If you witness this occur on your account, please, let us know.

As you request, we will leave this thread unlocked, but cannot guarantee a prompt response. Older threads have a tendency to get buried very quickly, and are not as easily visible as newly created posts.
Click to expand...

This again?

If you do a google search, you can find almost this exactly response (or part of it) from support staff on here.

So basically there is no rewards program, as the "internal" issue has been going on for almost a year now.

xPeete · Nov 15, 2016

We used to have the ability to force a deposit directly into a Microsoft Account, or to transfer Credits between accounts. Unfortunately, due to many internal changes over the past few months, these options have become unavailable to us, and we can no longer
provide these kinds of hotfixes

So it's been over a year I mean well over a year since this ridiculous issue became apparent and you had a solution to the issue!! Just out of curiosity WHY! Would you REMOVE! the SOLUTION! Hmmm that makes complete sense NOT!!!!!!!

Hennerz23 · Nov 16, 2016

So basically there is no rewards program, as the "internal" issue has been going on for almost a year now.
Click to expand...

It's been going on for way over a year. My points have been waiting nearly 2 years now.. It's an absolute joke.

Hennerz23 · Nov 3, 2018

So if it is an issue with my primary billing account, why can I not just change my primary billing account to one that works and is recognised? And cancel the one that doesn't work? It should be very simple to do this... Hundreds of other websites allow
you to easily do this.

It's an internal issue that has been affecting my account and you've been "working on it" for 2 years. I say again... 2 YEARS. This is why I stopped using this account very often as it's beyond a joke. I still want my credits though, that's only fair. Can't
it just be issued as a Gift Card and have the rewards points cancelled/removed? Also should be a pretty simple thing to do for such a big company as MS..

As someone else has commented... if you had 2 fixes that worked, why would you remove them? Why would you not keep these hotfixes working until you have a proper solution to the problem? It just makes me highly doubt you have anyone whatsoever working on
it and this "other team" you refer to is probably just an empty storage cupboard that's been long forgotten about.

Thanks for at least leaving the thread unlocked this time though so I could respond, 3rd time asking and it's finally been done so I count that as some kind of progress I suppose....!

Hennerz23

So basically there is no rewards program, as the "internal" issue has been going on for almost a year now.

It's been going on for way over a year. My points have been waiting nearly 2 years now.. It's an absolute joke.

Collymilad

Hello Hennerz23,

There is currently an internal issue with the data stored for your account which is preventing a deposit. When our system goes to place your deposit, it asks the Microsoft database what your billable account information is, and more importantly, what billable
account you would like the deposit to be placed into. What this issue then does is cause the database to be unable to return what account you have specified as the intended deposit account. This is called your "primary" billable account. When our system does
not detect a billable account as a primary account, it aborts the process, rather than deposit into an unknown billable account.

When our system generates a report on your deposit, it sees that your deposit failed, and generates a message alerting you that you did not receive your deposit correctly. This message includes basic troubleshooting steps, like updating your user information,
but that will not resolve this issue.

Since this is an issue with how databases communicate, it has been escalated to another team to resolve. Since we cannot use our customer support tools to affect change on databases, we must await further instruction from them on how to proceed.

We used to have the ability to force a deposit directly into a Microsoft Account, or to transfer Credits between accounts. Unfortunately, due to many internal changes over the past few months, these options have become unavailable to us, and we can no longer
provide these kinds of hotfixes. We are currently researching other alternative, short term methods which may still be available for our tools, but at the current moment do not have a hotfix we can use to maneuver these Credits successfully. Again, we apologize
for the inconvenience that this issue is causing. In the meanwhile, while we wait for a response from the team working on this issue's resolution, we will continue to attempt a deposit into your account. While investigating this issue, we have determined that
some users can successfully get a deposit forced through, and we are monitoring this abnormal behavior for a report to our other team. If you witness this occur on your account, please, let us know.

As you request, we will leave this thread unlocked, but cannot guarantee a prompt response. Older threads have a tendency to get buried very quickly, and are not as easily visible as newly created posts.

This again?

If you do a google search, you can find almost this exactly response (or part of it) from support staff on here.

So basically there is no rewards program, as the "internal" issue has been going on for almost a year now.

XBLRewards8

Hello Hennerz23,

There is currently an internal issue with the data stored for your account which is preventing a deposit. When our system goes to place your deposit, it asks the Microsoft database what your billable account information is, and more importantly, what billable
account you would like the deposit to be placed into. What this issue then does is cause the database to be unable to return what account you have specified as the intended deposit account. This is called your "primary" billable account. When our system does
not detect a billable account as a primary account, it aborts the process, rather than deposit into an unknown billable account.

When our system generates a report on your deposit, it sees that your deposit failed, and generates a message alerting you that you did not receive your deposit correctly. This message includes basic troubleshooting steps, like updating your user information,
but that will not resolve this issue.

Since this is an issue with how databases communicate, it has been escalated to another team to resolve. Since we cannot use our customer support tools to affect change on databases, we must await further instruction from them on how to proceed.

We used to have the ability to force a deposit directly into a Microsoft Account, or to transfer Credits between accounts. Unfortunately, due to many internal changes over the past few months, these options have become unavailable to us, and we can no longer
provide these kinds of hotfixes. We are currently researching other alternative, short term methods which may still be available for our tools, but at the current moment do not have a hotfix we can use to maneuver these Credits successfully. Again, we apologize
for the inconvenience that this issue is causing. In the meanwhile, while we wait for a response from the team working on this issue's resolution, we will continue to attempt a deposit into your account. While investigating this issue, we have determined that
some users can successfully get a deposit forced through, and we are monitoring this abnormal behavior for a report to our other team. If you witness this occur on your account, please, let us know.

As you request, we will leave this thread unlocked, but cannot guarantee a prompt response. Older threads have a tendency to get buried very quickly, and are not as easily visible as newly created posts.

Hennerz23

So if it is an issue with my primary billing account, why can I not just change my primary billing account to one that works and is recognised? And cancel the one that doesn't work? It should be very simple to do this... Hundreds of other websites allow
you to easily do this.

It's an internal issue that has been affecting my account and you've been "working on it" for 2 years. I say again... 2 YEARS. This is why I stopped using this account very often as it's beyond a joke. I still want my credits though, that's only fair. Can't
it just be issued as a Gift Card and have the rewards points cancelled/removed? Also should be a pretty simple thing to do for such a big company as MS..

As someone else has commented... if you had 2 fixes that worked, why would you remove them? Why would you not keep these hotfixes working until you have a proper solution to the problem? It just makes me highly doubt you have anyone whatsoever working on
it and this "other team" you refer to is probably just an empty storage cupboard that's been long forgotten about.

Thanks for at least leaving the thread unlocked this time though so I could respond, 3rd time asking and it's finally been done so I count that as some kind of progress I suppose....!

XBLRewards8

Hello Hennerz23,

We responded to your post at (http://forums.xbox.com/en-US/thread/298dbf26-de66-46ac-8e4a-f9bb6a041018).

Rewards points not depositing - transfer to another account??