Where do I go to report unsatisfactory customer support?

Hi Max,

Sorry about your absymal support experience. May I ask if this was through https://support.xbox.com/contact-us and do you have any reference numbers for your correspondence with support? I’ll report this for you.

Why would I have to pay for a service I wasn't able to even remotely use at the time? I pay one month at a time. I didn't authorise them to take the money for more than one month, but they took two, and I had to fight to get it back. I don't think they've
gone the extra mile at all, it took me 45 minutes to get back what was rightfully mine in the first place.

^This. If you want to pay month-per-month you'll need to buy prepaid codes instead of using the subscription on the website.

It sounds like the agent escalated to get you the free stuff, most likely they went far beyond what they are actually allowed to promise and the escalation people said no. If the agent directly promised it then that's a problem on both sides, but if they
said they would escalate to see if you could get the free stuff then it's just you getting an answer. I've seen it go both ways.

When you sign up for any membership from the console or the website, it has automatic renewal on by default. If I recall correctly, it states such in the second sentence in on the description of what you're purchasing on the Confirm Purchase page; this
I mention so you know where to look for it in the future. Selecting "Confirm Purchase" is thus where that authorization comes from. As to not having been able to access the service, the system doesn't monitor that. It's on a timer. It stays on until you
tell it to do otherwise. Since you had those issues, however, Xbox waived part of the subscription charge you paid toward that, sending it back. That's where I stated they went the extra mile, because the Terms of Use for Gold memberships states they're
not refundable. The fact that you got a refund was special.

Sorry, however, to hear that it took 45 minutes to get sorted out. That's a lot of time. If you want to buy one month of Gold at a time in the future, you should purchase the Gold as normal, then go to xbox.com/account and cancel the auto-payment for the
Gold, so it's set to switch off at the end of the cycle. That should prevent a billing situation like the one you experienced. If you have any kind of technical issue that prevents you from logging in and accessing the system, I would recommend checking
with Xbox Customer Support right away to see about resolving it.

It sounds to me like the extra charge was the past due balance from your suspended account. The authorization for that was given back when you signed up for the renewing membership. It sounds like you may have been backed up from about two cycles if you
received one charge that was double the normal monthly amount, which means it had some catching up to do. But then it sounds like Customer Support wanted to go the extra mile and bump off some of that charge. The whole free month thing may take a few days.
If nothing shows up in your email by then, I'd recommend calling them back. Not sure about the free games thing.