What prevents Microsoft rewards support from actually working on ticket issues?

Aidan Y. · Aug 11, 2023

I think this is about the 2nd or 3rd time I've run into the issue of getting the "There's an issue with your account or order" screen when trying to redeem points. I've seen similar threads posted a LOT on this forum about people getting this screen when trying to redeem points and then some random person copying and pasting something along the lines of "Hi, please use [insert support link]" then not elaborating further. The previous times I have been able to resolve the issue after a few days where rewards will decide to work again.

Here's the issue with that. Over the past few days, I've filed at least 6-8 tickets relating to different issues with Microsoft. When attempting to add a phone number, the live chat with support members really helps and they ended up resolving my issue. However, when dealing with rewards support, the experience is absolutely dreadful and painful to put it mildly. At least half of my tickets were ignored, and every attempt to contact a support member that did respond resulted in them copying and pasting the same "Are you using a VoIP number? Are you using rewards outside of your market?" then proceeding to close the ticket without any further attempt to troubleshoot. The thing about this is that I am not using a VoIP number, nor have I used a VPN, and nor have I used rewards outside my "home market". Here's the kicker though, the last time I attempted to resolve this issue through a ticket, I was falsely banned for apparently getting points from outside my market even though I haven't left the country for at least a few years.

My main question since I know rewards support doesn't even bother to look at these community threads:
Why is rewards support exclusively so crappy to the point that put next to other microsoft support, these "people" responding to tickets seem more like bots with generic sounding names like "Jenny" and "Ron"? Why can't they actually work with us to troubleshoot the issue? They say they care but do they actually care? I think a lot of people would agree that the rewards "support team" wouldn't bat an eye at any issue until the entire userbase of rewards gets falsely banned to their utter ignorance to issues being brought up. And even then, I personally would still bet that support would just sit there continuing to copy, paste, close ticket without further elaboration. Any answers to my questions???

:)

Aidan Y.

Hi Tomm,

Sorry for not responding, but while I do find this post helpful, is there a way that I can talk to somebody live so I know I'm actually going to be heard rather than just another piece of junk in the spam inbox? I've filed 3 tickets and it's been at least a month since I last filed a ticket and radio silence from support. No copy and paste responses, no random closures without listening to ticket opener, just nothing. I feel like if I send anything to rewards feedback, I'm not going to be heard because the only thing the person who manages that email account probably just checks it every month or so to see how many emails there are then just selects all and redirects emails to the trash bin.

I'm extremely frustrated if you couldn't already tell, so I would like to talk to a support agent live rather than file a ticket at this point to resolve the issue.

Thanks.

Tomm_A

Hello Aidan Y.

Thank you for getting back with the thread.

To address your question about how long it will take to get response from the team, we really do not have the exact information about it because we are not directly connected with the team. We understand how concerning is your situation and as far as providing assistance to your concern, we can only guide on how to reach the dedicated support team. To get more help, more information or give feedback, see the link below and try using the options provided.

Here is the link: Microsoft Rewards - Xbox Live Rewards Transition FAQ

Thank you for patience and understanding.

Sincerely,

Aidan Y.

Hi Tomm_A,

I've already contacted them two times, the second time because it had been at least a week since I submitted a response. It's approaching a week for the second ticket that I submitted appealing the ban, and no response at all. Do you think it's because the team is actually that busy? Or are they just ignoring my tickets at this point. I highly doubt that there would be a 2+ week backlog of appeals tickets when the other tickets they didn't hesitate to ban me or copy and paste generic responses within 2 days of me submitting those tickets when they didn't ignore me.

Thanks

Tomm_A

Hello Aidan Y.

Greetings!

Thank you for posting in Microsoft Community.

We regret the difficulties you have gone through with Microsoft Rewards support, but as one of our valued customers, this is not the experience we wanted you to have. Let us see on what we can do to help address your concern.

The issue you are describing here is best address to the dedicated team support for Microsoft Rewards because here in community forum, what we can do is to provide information related to your concern and point you to the right direction if needed. It is through submitting a ticket request that you can get connected to the dedicated team.

It is possible that the support team for Microsoft rewards support is experiencing high volume of tickets, and this become concerning because this might be the cause why it takes longer to take action to some of the concerns raised just like what you are describing. We suggest to patiently wait until they responded to your request and as much as possible, avoid submitting multiple requests because this will slow down their response and causing duplicate request to be deleted. You may also take time to read the article below for your reference.

We appreciate for bringing this to concern here and we are looking forward for your understanding and cooperation.

Sincerely,

Rostom L

Hi there!

Sorry to hear about what happened. Since it's a Microsoft Rewards issue, I would advise you to submit a ticket directly to the Microsoft Rewards Support team for them to investigate your account properly. Please submit a ticket through this link here https://go.microsoft.com/fwlink/p/?LinkID=823675

What prevents Microsoft rewards support from actually working on ticket issues?