why no complaints procedure?

norwichred · Dec 20, 2015

I recently redeemed a one year free EA Access membership from within a new console purchase. However, Microsoft continued to bill me monthly so I ended up with two subscriptions on the same gamertag.

I eventually managed to get through to support on chat - it seems it no longer is possible to email or telephone. Talk about keeping your customers at arms length!

I chatted with the support lady who was, quite frankly, completely useless. No wonder there's no option to email a transcript at the end!

She deleted both my EA Access memberships and completely refused to listen to me. I now have to pay to get my EA Access sub back. Microsoft are hiding behind the digital frontier. As I said - no telephone, no email, no complaints procedure that I can
find.

I've been on live for very many years, certainly since the launch of the 360. Was it there before? I can't remember.

Anyway - I have seen a steady erosion of the customer support experience and quite frankly it sickens me. If I wasn't so locked in to Xbox with my DLC and digital purchases I would jump ship and buy a PS4.

So - how can I complain about this? It is frankly unacceptable that support should remove someone's free membership and insist they pay to get it back.

Many thanks.

:)

Zelborg · Dec 20, 2015

Sexual Harassment File..Complaint.. Where?

I'd like an explanation as to why there is no complaint choice for sexual harassment.

Andreas_212 · Dec 20, 2015

Would you buy a Perfect Dark 2?

wont let me edit, but another complaint i found ridiculous was "why is there no jump button!"

Smwutches · Dec 20, 2015

1-800-4my-xbox is the number for US/Canada. It's best to contact phone support about billing issues and you can also try filing a complaint with them.

maxen · Nov 1, 2018

Hello,

You can find the UK number here:
support.xbox.com/.../contact-us

That link will show you the two UK numbers.

maxen

Hello,

You can find the UK number here:
support.xbox.com/.../contact-us

That link will show you the two UK numbers.

Smwutches

1-800-4my-xbox is the number for US/Canada. It's best to contact phone support about billing issues and you can also try filing a complaint with them.

ElaineS2

Thank you. I had a look at this but it looked like it was more in relation to complaining about conduct of other users? Is it still ok to use this?

Mister Taurus

Hi there,

Thank you for reaching out to us. We wouldn't be able comment on the proper place to send you without knowing what the issue is unfortunately, but we can try to narrow down where to look with you. The User Voice page is created for hearing new and innovative
ideas on how to better provide services and features. Reaching out to support can help with issues concerning hardware and even software. For feedback for the support teams, you should find a report card in your twitter DMs, or a you will find a survey e-mail
sent to the e-mail address attached to the account you contacted them with. There is even a support page for the Microsoft store to help with any issues you're experiencing there. Hopefully this clarified some things.

NaZoooom

Hi ElaineS2,

Please bare in mind we are in the midst of a global pandemic and that is having a huge impact on services. Whilst it is frustrating, please understand that many customer service departments across all industries around the world are more than likely operating
on reduced/minimum staffing levels and it may be difficult to get through with lengthy waiting times.

It may be best to see if you can use web chat via the Xbox Support Contact Us
web page.

why no complaints procedure?