Unable to get a call back from support for an existing case that has been wrongly closed

Hello dear Gamer, first it's a pleasure to be able to help you today.

My name is Vinicius.

I am a gamer and independent advisor on the XBOX community platform.

Hey Eddy0042, how are you today? Hope you're well.

first of all, I'm truly sorry about this.

Also, unfortunately, the only way to contact Xbox Support is through a call request via the Xbox support website.

If you're comfortable sharing, you could tell me what's happening so I could try to help you the best I can.

Thanks - it's extremely frustrating.

My son has been using Minecraft Bedrock edition using my gamepass ultimate subscription for a number of years now - he's used it on both the xbox and the pc (I am signed into his store app and he is signed into the xbox app so he logs into the games as his gamertag) - all pretty normal stuff - until:

In sept Microsoft announced that minecraft java would also come to gamepass (I actually already own it for my user as I purchased it separately) but my son never had it so he was very pleased. When it became available he started using it - and he even paid for some in-game things.

Then in Dec 2021 he went to log in and got a message saying he could only play the demo version - confused I logged us both out, logged me back into the store and him into xbox and tried again - nope - not having it. Although bedrock still works fine.

I presume it is because he has no Mojang account (only Microsoft) but then it was working previously.

I called Microsoft and all they are interested in is "you can't share game pass on PC" - well I have been fine, and I can play Forza Horizon 5 as him now! They have now requested evidence that he is able to do this and have terminated the case looking into his Minecraft issues (after having remoted to his pc, uninstalled java and bedrock causing him to lose 2 years worth of minecraft saves - that was not an easy discussion with a 12 year old)

I am fed up with them - and now they won't let me contact them - so, do I shell out another £20 for Java minecraft for him (I don't even know if we can get access to the same account with his purchases in) or just stop playing the damn thing out of protest?

I was finally able to get a callback using another number, does that mean my number is blocked or something?

Hi and thanks for reaching Microsoft Xbox gamer's community. My name is Josef.
I'm an Independent Advisor and a Microsoft Xbox user like you.

Hope you're doing great today despite this BUNCIEBOY343

If you don’t mind, please tell me. What’s the issue with your headset?
In that way I can assist you properly

PS: just as a friendly reminder here in the forums is not possible to request a callback or access to your account information directly

I see, you should be able to request a replacement if the headset it’s on warranty
Did you tried adding the headset here https://account.microsoft.com/devices?refd=acco...
And then try to request a replacement once you click on “info and support”?

Or are you not able to do that?

Also… about the Microsoft support thing, did you not tried opening a chat?
Depending on the category selected you should be able to see the option

Did you tried changing categories until you find it?