"There seems to be an issue with your account..."

I like many others also had the "There is a problem with your account" message in my Xbox Rewards statement. I'm not sure what this problem is in reference to. I do see that I have $8.99 pending in rewards that haven't been deposited, does this have something
to do with it? The email instructs me to seek help here, but I have no idea what I'm seeking help about.

:)

 

There seems to be an issue with your account

I've seen this for 6 months or more and I haven't been getting any of my rewards since I do most of my purchases on my xbox digitally.

 

"There seems to be an issue with your account."

Hello DarthBrettFett,

After reviewing your account, it appears that you are currently being affected by a known database issue which is interfering with the information on your account. What is happening is that your billable account information is being incorrectly communicated
to our servers. Since this data is necessary to determine where to place your deposit, the process is aborted. Since this issue is currently being caused by a secure database not under our control, we have escalated the problem and it is currently being worked
on by another team. At the current point in time, they have not yet provided us with an approximate solution date. We apologize for the inconvenience, and ask for your patience while our other team works on a solution.

 

Hello Luriden,

We are currently investigating why your deposit is not appearing. Is the $8.99 you reference a visible pending amount on your commerce page at (Sign in to your Microsoft account)?

 

Yes, it shows up as Xbox Live Rewards Deposit ($8.99) dated 1/10. I understand it may take a few days to post to my Xbox Live credit to use, it's just that the message in the email about there being a problem with my account has me alarmed.

 

It no longer says pending, it now says (Refunded) like Xbox Live Rewards deposits usually say. It looks like it should have been posted to my Xbox credit, but it shows my balance is $0.00. IF I try to make a purchase, it doesn't see the credit either and
asks me which debit card I want to pay with.

 

Hey Luriden,

Thanks for the response. We can confirm that this matches what we see for your Microsoft Account, including your more recent post regarding the "refunded" status. We have escalated this issue with our payment operations team, and are awaiting their response
on why this occurred.

In the meanwhile, we see that your Xbox Live Rewards account has listed your deposit as failed, so despite what we see on the commerce page, we definitely have records that match what you claim, and that this deposit was not successful. Again, we apologize
for the inconvenience. Just wanted to pop in with an update on your issue!

 

Hello Luriden,

Our payment operations team has identified the issue, and are currently working on a fix. In the meanwhile, could you provide a screenshot of what this specific "successful" refund looks like on your commerce page to assist them in identifying the deposit
event and removing this erroneous information from your records? Keep in mind that this is a public forum, so if necessary you may need to censor any personal information.

 

Hello Luriden,

Thank you for the information. We have forwarded your screenshot to our payment operations team, which should assist them in tracking down these erroneous reports and removing them from your commerce page. They have also alerted us that they have resolved
this issue, and you should receive your next deposit without incident. You should receive the deposit as expected in our end of month deposit cycle. If you have another issue with that deposit, let us know, and we will escalate to our operations team to examine
the issue as it occurs. Thank you for your patience. We apologize for the inconvenience that this issue has caused.