Unable to purchase Xbox One content with account credit

It is possible the problem just festered and finally got so big that support could no longer handle 1 on 1 with it. It is not unlike them to start telling people they cannot do anything when they get overwhelmed with an issue that they can only fix manually
one at a time. They will just up it to the developers and the 2-5 month waiting cycle for the fix kicks in. They just pass the buck. I hope everyones accounts gets fixed. If you get a nice customer service agent, you sometimes will get it fixed. But
its like a 50-50 chance. If you don't get a response that its fixed within a week. drop the ticket, and restart the process and HOPE you get a Tier 1 support agent who is more sympathetic to your problem, or competent.

 

Fixed as of today. As long as you've contacted phone support and have been escalated be a wee bit patient. They'll get to you. Ton of people to fix.

 

Eques A Spe and StormRaging - If you two are still checking this thread, please check your PMs for me.

Everyone else, I appreciate your patience with this. Know that we are still working hard on this and will post an update once we have one. Thank you!

 

U can and me to that list..got 25£ on the account but no option to use them as payment:/

 

It states on the service page - purchase and content usage - up and running. I added £40 to my account yesterday. After not being able to use it I contacted support and was told it takes up to 48 hours for it to be available,( even though it states I have
it in my account) then I checked the forums and find 8 pages of complaints about the same issue. Support are telling me any BS to buy them another 24hrs before I complain again. Why does it say: purchase and content usage - up and running. If they were fixing
the problem why wouldn't they tell me that instead of telling me there is no problem, everything will be fine.

 

Their now telling me to add a credit card to my account, even though i have £45 in my Microsoft account. I'll do it tomorrow to see if it makes a difference, if anyone's already done this please let me know... Its taking more than half an hour now to get
through to live chat with support and there's no option for call anymore... Must be busy.

 

The support Im getting on my actual ticket is pretty poor.

Took 4 days to get told "Its Fixed"

Took 6 days to get a reply to my "No Its Not fixed"

Everyone I do talk to tells me totally conflicting stories from "Its your fault, your account is all split" to "Its a problem at our end, fix incoming" right through to "No, you have no xbox account money, you're wrong".

For the past 4 days I can now access my balance, but seemingly they've deleted all my cards, my paypal and done "something" to all my account subs (Outlook Ad Free, Xbox Music, Gold, OneDrive, EA Access) that's caused them all to be cancelled and restarted
(which XBL Rewards does not like, costing me rebate cash). I've had no email contact since the reply to my "Its not fixed" back on the 29/07 which basically said "Oh, sorry, will keep you updated" which of course they aren't, or I'd know why my cards are deleted,
why my subs were restarted and quite whats going on with my account.

Service Request Number: [Mod Removed] if anyone is feeling like taking a look.

 

I am having the same problem for weeks - gamer tag is . I have been on with support for hours and they have basically washed their hands of it. I can't see or use my account balance on xbox one only and only with respect to this gamer tag.
It works fine on 360 or on xbox one with another gamer tag. Any idea if our accounts will be fixed?

 

Mines is working again as from today. Dunno what happened. Got an update as soon as turned console on. I didn't need to add a credit card like the guy from support told me. it fixed itself, I didn't do anything but complain a lot to support( who kept practically
telling me theres something I can do- which was really frustrating). finally able to get the Frontiers Edge add-on for Titanfall.

 

Bumping this for more info!

Everyone affected still: I need the following information -

1. If you haven't tried since 7/31 or haven't posted since then, I need you to try again for me and give me the time and date you tried.
   
2. Let me know if it's still an issue.
3. What did you try purchasing and what was the price?
4. Amount of CSV on your account.

All this will help with our investigation. I fully appreciate your continuous ability to be patient with us and am quite thankful for all the information you have passed along currently.

 

For anyone else Googling in search of this problem, like I did to find this thread prior to contacting Xbox Support. Anyway, after speaking with Zyra on Xbox Support Chat. She checked my account, and it appeared that my card was not on my Microsoft account,
but only on my Xbox Live account? (Not sure why they need the details stored in two places? Maybe a database error removed it from one and not the other, who knows?)

But ether way, after adding it onto that, this allowed me to split payments! Hope this helps.

 

Hey there DeathsAlive,

Thanks for posting up what worked for you! If you have any Xbox Support related questions in the future, please feel free to create a new thread detailing what you're experiencing and any troubleshooting steps you may have already tried. This way you can
receive support catered specifically to you. Thanks!