They took my money without permission, and LIED about it

Okay so let me explain. I've just spent 40 minutes in chat with support, and I was either hung up on, or the woman was just ignoring me.

Okay so here's a quick rundown:

• My XBL expired on approx 20th April
• I contacted support on 30th April to ask if I could pay it next Weds (6th May)
  
• They said yep no problem at all
• Today (3rd May) I check my bank - the money had gone!
• I contact support and spoke to a dipstick named Audrey

She tells me the following:

• The money was taken on 28th April
• PayPal must be lagging
• My bank must be lagging
• Their systems must have lagged
• etc

After literally about 20 minutes of me close to punching through my monitor with annoyance, she admits 'oh yes, you're quite right it was taken on 3rd May'.

You can imagine my mood by this point! I asked about FIVE TIMES to be given details of a complaints department, and she always skirted around the question, constantly making lame and unbelievable excuses as to why this money was sporadically removed from
my account, when I am not on auto-renew or any kind of direct debit.

The money, luckily, was in my account, but it was left me with a mere £16 to live on until Wednesday when I get paid.

Does anyone know details of a superior or manager I can make a complaint to? This is really not okay. This was not an automated payment, it was just decided by someone, somewhere 'oh well we'll just take it what the heck'.

I just want it cut off now. I don't care. I don't want to use XBL if this is how they rip off their customers.

Mods: Apologies if this is in the wrong place, I just came on and started writing. So, so mad right now...

:)

 

You took my money without permission!

That I may not be able to find. But if you go to
support.xbox.com/.../contact-us and click on the billing button. You will then find all kind of information pop up. The best option for you would probably be the "Unauthorized charges." Once you click that then at the bottom you will see an option to call
Microsoft. I am sure the UK number would pop for you there.

 

You took my money without permission!

Hey there CurtisAJ97!

Sorry to hear about the purchase issues. We went ahead and moved your post so that we could provide a tailored support experience. I would like to ask a few questions to gain a little clarity on the issue.

1. Did you redeem the prepaid code on your console or on on xbox.com?
2. Did you receive any error codes while tying to redeem your code?
   

Just to make sure that the prepaid card was redeemed, I recommend trying to redeem your prepaid card again. You can find out how to do this on our how
to redeem an Xbox prepaid code page. Please give the suggested step a try and let us know how it goes, we will be here to help get this sorted.

 

I definitely understand your anger in this situation. I'm also sorry that support gave you incorrect information. The billing date for your account cannot be changed. Once you start up your xbox Live account, the billing date is set. Renewal dates (the
date that charges are applied to your account but not sent to your credit card or bank account) do change based on when you sign up for a membership. You can contact support and request a supervisor though in regards to this information provided to you. You
may or may not get Audry's supervisor though because they use many different call centers to handle calls. But the complaint can be at least registered. Even a first tier agent can take a complaint. They'll be able to tell you exactly your billing date
as well as your subscription renewal date.

You can also find out this information yourself at commerce.microsoft.com That will also tell you your billing date as well as your subscription renewal dates.

Again I'm terribly sorry this happened to you, I'm not any official support however I am an ambassador and I do feel for you regarding this

 

Thanks for the link, I will take a look at that. I have a feeling my billing date was 28th April (which is why she said the money was taken on that date).

I guess there is nothing I can do, but just cancel my XBL (I don't really have the patience to try and get a refund and just cancel that way).

I've calmed somewhat now, but at the time! Oh, I was so angry! It's not nice having to borrow money because stuff like this happens... :-/

 

They cannot delay a payment. Once it's paid, it'll be taken via your payment method. If it's PayPal, it'll be taken in about 1 business day. Payments cannot be delayed.

 

xTye, this is not true at all.

Last time, it was THREE MONTHS before I renewed, despite it being due (mainly cos I forgot), and it was no issue. The fact of the matter is, they took my money and I was lied to about it. Twice.

 

Actually it is true, they didn't delay the payment, they tried to charge you for the entire time your card didn't have the money. Xbox Live support isn't able to delay charges manually, the system will simply attempt to charge until it succeeds or your
account suspends for non-payment.

The first agent certainly lied to you, however that puts the second agent in a sticky position, admitting the first agent lied would probably get them in trouble with their manager because it's "badmouthing a fellow agent", I've had that happen at my customer
service job before, it sucks to have to dance around things like that when the customer and the agent both know the first agent lied.

 

Once you start up a xbl account with a preferred method of payment, that will be the date of when your account will be renewed once your xbl subscription is up. If you do not want your account to renew you can go into your profile and change it so that
it does not renew. Unfortunately, when you put in your payment method again it will set it to renew again and you will have to go into your account all over again a take it out.

 

i was looking at my paypal and its all ways come out on 23rd of every mouth but they been taking more money with me knowing i look at the hole list an the game are there but there are more charger to it £17.00 here an there i need help im getting robbed
here

 

sorry i miss out (out for with me)

 

"(oOUTSIDERo67' Your best bet would be to contact phone support and have them open an unauthorized access investigation. They can tell if you were not in control of your account when this happened. Please note that your account will likely be frozen while
the investigation is taking place. "

cant be spoken better

hope this helps

(p.s you can only have one renew of membership on your account. otherwise it knock's out the old renew)

 

also when I had a problem with support on chat you would have to call a supervisor my self--they cant just move the chat to a manager. annoying I agree