Why does Microsoft refuse to speak to me directly relating an unauthorised transaction

RobertHart73 · Nov 7, 2021

I recently contacted the "refunds team" as instructed via live chat with q Microsoft support person.

In my case, my son was playing a game that had in-game purchases available, and the Microsoft store automatically billed my credit card (this seems to be the default setting on the Xbox/Microsoft store).

I have since taken the appropriate steps to setup a passcode for in-game content so it requires a passcode and my son doesn't accidentally purchase stuff again.

However, Microsoft refuse to speak to me in relation to the refund request stating they only offer a single refund policy. Which is against ACCC and ACL laws in Australia.

Put simply just because they're Microsoft a big tech company, doesn't mean they're exact from following local laws where they opperate.

Here a links to government websites that clearly state that a business cannot state "they refuse refunds".

https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund (Scroll down to: 'No refund' signs and expired warranties)

https://www.accc.gov.au/business/treating-customers-fairly/consumers-rights-obligations (Scroll down again to 'No refund' signs and expired warranties)

I just don't understand why Xbox/Microsoft support refuse to answer my query, they simple just close the ticket each time. I have tried contacting my bank to request a charge back, they to are unhelpful.

I'm a loyal customer, I have purchase many games and in-game content over the years. This is the worst customer experience I've every experienced and it's just not fair that the big tech company gets to walk over the little guy.

I would be happy to speak to someone, understand that a child did something they didn't know they where doing. I've made the right changes so the issue doesn't occur again and everyone would be happy.

So if there are any Xbox/Microsoft folk willing to speak to me it would be much appreciated!

:)

ClausReich

Hello RobertHart73! I'm Claus, an Independent Microsoft Community Consultant for Xbox! Glad to be able to help you!

In regards to refund requests that weren't processed, and you fell that this hurts local laws, we would recommend you to contact the Microsoft Support again (via live chat or phone call) to report this issue. We here in the Community can't do much to help you out to solve this matter, unfortunately. Make sure to contact the Support!

ngocphi

That's because you dont

CS team.does not handle refunds

You need to reply to the email

And YOU MIGHT WANNA read the quoted law

'No refund' signs and expired warranties

Signs stating ‘No refunds’ or ‘No refunds or exchanges on sale items’ are unlawful, as they imply that it’s not possible to get a refund under any circumstances, including for faulty items. In fact your consumer guarantee rights still apply. Retailers don’t have to give you a refund or exchange if you simply change your mind. Always check the store’s returns policy.

There is a return policy you just didn't qualify

As mentioned reply thr rejection email

Keep in mind child accounts are supposrd to be supervised and.it is upto you to.maintain it not.the law or ms

Jayhab4real

As above, contact your bank as soon as possible.

Darhyl Amizola

Hi Nicola! My name is Darhyl and I’d be more than happy to help you with your query.

I'm sorry you are experiencing this with your unauthorized transactions.

You can confirm the status of the Xbox and controller purchased devices by signing your account on account.microsoft.com > payment and billing > order history > select the date of range when you received the unauthorized charges.

Then kindly reach out to Microsoft Store and Sales Support for further assistance regarding the refund request for the unauthorized charges. You may contact them through the link below:

https://support.microsoft.com/en-us...-support-4f615f2a-6bbd-fd69-6695-ae213d63eef0

Thank you for your kindness and understanding! Please feel free to let me know if you need anything else.

Best Regards,
Darhyl

[ A J ]

Hi, Linda! thank you for reaching out.

My name is AJ, I'm an Independent Advisor for the Xbox Community.

Are these transactions showing in your account's order history? you can use this link to get there: https://account.microsoft.com/billing/orders

I'd highly suggest checking all the Microsoft Accounts in your household to determine which account account the transactions are originating from, and the best way to stop them.

___________________

Looking forward to your reply.

Best regards.

Why does Microsoft refuse to speak to me directly relating an unauthorised transaction