Worst customer service I have ever seen!

Hey Curtis

Once again, we're very grateful that you would take the time to reply to this thread.

I understand your frustration regarding this subscription matter. In regards to renewing in order to cancel your subscription, they way it typically works is if you purchased a subscription using a debit or credit card, unless you turn off the auto-renew,
this will continue to be billed. This is also depicted in the
Xbox Live Gold page.

In the instance that you are not able to pay your subscription at the renewal date, there is a small grace period where you are granted the continued use of the service, with the intention of paying it off at your earliest convenience. Due to this, if you
are not able to cancel your subscription at this instant, you will have to settle that balance before you can continue to use the subscriptions since the service was still provide to you.

Via the
Services & subscription page you would be able to cancel your subscription. This can alos be done on

this page.

I would once again implore you to contact support as they would be much better equipped to assist you further on this matter.

Tried the game pass demo. Didnt want to renew. Went and bought a xbox live 12 month gift card because I still use live for MW. Because i entered the redemption code before my game pass demo ended, microsoft used the gift card to renew game pass. I was
not notified of any of this. Yesterday (4 months after the gift card purchase) my xbox live said i didnt have access. I chatted with xbox trying to figure out what happened. They explained that the 12 month gift card was converted to 4 months of game pass
and wont switch it back to the 12 month xbox live that i bought.

I called in 5 times today because this is so unfair and 4 times they hung up on me before the call even started and the fifth call they kept me on hold for 39 min with music playing THEN hung up on me.

Hey curtis

Thank you for taking the time to post this on the Xbox Forums.

If you could please, provide us with more info regarding why you were contacting Xbox Support, we should be able to assist you in providing a favorable solution.

It seems as though no one at Microsoft can understand how complex converting a purchase can be.

when i bought 12 month xbox live, there was a gift card for game pass. I did not buy game pass. I bought xbox live.

i did not see, nor would i be looking for a note saying microsoft will convert my xbox live gift card. I had no idea this was possible.

i have reviewed my account multiple times over the last 24 hours and still cant figure out how to cancel. Im not going to renew to give me the option to cancel, that doesnt make any sense.

i have supported xbox since it started! I cant believe how this has been handled. It truly seems as though there is no care for someone who has purchased all your consoles, and truly speaks to how much they love(ed) xbox.

Hey Curtis

Thank you for taking the time to reply to this thread along with the info regarding concern.

It appears that you may have attempted to use Game Pass Ultimate. Its important to note that the
*Subscription continues automatically.

Additionally, in the
description of the product, at the bottom of the Xbox website there is this info :

"Note: Purchase of Xbox Game Pass Ultimate automatically upgrades your existing Xbox Live Gold or Xbox Game Pass membership(s) to Xbox Game Pass Ultimate at a conversion ratio each based on days remaining.
Future code redemptions are also subject to a conversion ratio. Conversion ratio subject to change. All conversions to Xbox Game Pass Ultimate are final: Once converted, you cannot re-convert your Xbox Game Pass Ultimate membership back to a previous
membership. Maximum 36 months of redeemed Xbox Game Pass Ultimate per account at a time, including any converted time from Xbox Live Gold and/or Xbox Game Pass (for PC or console)."

You can cancel your subscription, and then purchase another Xbox Live Gold subscription, however, if your subscription is past due, you will likely have to settle that balance before, otherwise any future purchases of subscriptions will attempt to be applied
to the Game Pass Ultimate subscription. Its that or you will be unable to complete your purchase completley.

I know you mentioned that you have already attempted to contact support several times, but if your subscription really is past due [which you can verify

here] I would strongly implore you to contact them once more for further assistance on this matter.

I'm sorry about any confusion or turmoil this might have caused.