Xbox charged me for a free game and wont refund me?!

• I purchased Xbox Live Gold November 15/2018 just to get Assassins Creed for free. Assassins Creed was Free With Gold, so I purchase Gold and then got Assasins Creed which displayed “Free” when I checked out. Then I check my bank and you CHARGED ME
  FOR A FREE GAME. I call up immediately, talked to Maria from support who apologized and tells me I will get a refund after I fill out this refund report with the order number she provided. The next day I get an email stating declining my refund! YOU CHARGED
  ME FOR A FREE GAME, my Support Request number Marie gave me is SR[Mod Removed – Personal Information].I demand to be refunded, there is no reason why I should have been charged as I purchased Gold before I got Assassins Creed. I got Gold just
  to get this free game. I called up Support again November 20, told them I was declined and Eric reviewed it for me. Eric again apologized to me, said i he reviewed it and it indeed did charge me for a free game after i purchased Gold. Told me I was right,
  and to reply to the email stating exactly what happened. I reply to the email, and even make a new refund request and today they reply back the same message “you can not be refunded
  
• due to Microsoft terms” its amazing how two support members looked into this and apologized yet their refund group declines me twice. Now what do i do?

:)

 

The Crew - Games With Gold

Tried to get The Crew through Games with Gold and it charged me. Got support to refund the price/license, but how come it's not actually free?

 

I bought a game by mistake

Hello, I'm Raphael Maragno. I bought an xbox one s, and I activated my 14 days of live gold, and after that I downloaded the free games of ONE, and after that, when I went to download the free game of XBOX 360 of the month Child
of Eden me I was charged € 19.99 on my credit card. Will this amount be charged or will it be free? Please help me, I did not want to buy the game, I did not want a refund, but another game of the same value. Thank you

 

Hi Kyle,

I'm sorry to hear this is still on going. Unfortunately, your refund request has been reviewed by our team and at this time we are not able to refund your order. If you have questions about the decision you must reply to the confirmation email
sent to you.

Here in the forums we wouldn't be able to further assist with processing a refund. If wanting to contact Live Support feel free to do so.

The best way to reach Live Support would be here: https://support.xbox.com/contact-us#0



It's going to ask if you want help from the virtual agent select
no thanks,pick the category(Games)and just pick a contact method
(request a call from support or Chat is faster).

 

Hi, The only thing I could add to this would be checking to make sure the subscription for Xbox Live Gold is in fact under your name and account and not someone else's

 

That’s a pretty amazing decision providing the details i stated above.

I need to speak to a Superior immediately, please provide me a phone number to my email i can contact because this is unacceptable service

 

Support no longer uses a direct number. You would have to request a call back at Contact Us | Xbox Support and ask for a supervisor there.

 

Hey Kyle thanks for the reply.

As stated by our
Microsoft Service Agreement:

Refund Policy. Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable. If you believe that Microsoft has charged you in error, you must contact
us within 90 days of such charge. No refunds will be given for any charges more than 90 days old. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar
refund in the future. This refund policy does not affect any statutory rights that may apply.

We understand how frustrating this whole issue is however we do not have the tools to further assist in this matter, follow the link provided by fellow XBF Leslie D (https://support.xbox.com/contact-us#0
) to reach out to one of our Xbox Support Specialists. Also keep in mind that on our

Request an Xbox digital product or subscription refund page it states If you don’t hear back from the support team within 48 hours: Reply to the confirmation email requesting an update on the status
of your request.

 

I will add a couple of things to what the rest of the people have said.

1. You said you checked your bank account and seen a charge did you actually sign in at account.microsoft.com and check the order history to see that the game is what you were actually charged for?

2. If a refund is given the system will then take away the license for that item and there is no way for them to give you another license for that without you purchasing it.

 

Yes i checked my order history and i was charged 7.99 for Assassins Creed.

 

Yes the subscription is in fact under my name and account.

 

Hey there Kyle,

I do apologize for the inconvenience with this issue. As stated above, we will advise that you continue to reply to the email messages you receive with the

refund requests.

As this is the Forums we are unable to assist you with the matter as this would require access into your account which we won't have. Please continue to
Contact Xbox Customer Support or respond to the emails received from your Requests.

I hope this helps.