Xbox Won't Give Me What I Paid for in July - HELP! - Dragon Ball Super promo

Basically, Xbox failed to give me something as part of a promotion, and their support staff had repeatedly given me the run around, ignored me, made empty promises to me, and flat out LIED to me multiple times now. I am at my wit's end now, and I will never
buy from Xbox again if this is not fixed. Below is the, at this point, very long story. If anyone from Xbox Support sees this, please do the right thing and help me. Treating customers like this is reprehensible.

Sequence of events

July 2, 2020 I purchased Dragon Ball Super Season 1 (English version) during a promotion to get a code for the second season for free.

July 25, 2020 I called Xbox support three weeks after my purchase and was told that I could either keep waiting for the code (that was supposed to come within two week) or do a refund. Support person was very
rude and did not give me a case number.

Aug 8, 2020 I contacted Xbox support (text chat) over a month after my purchase and spoke to
CARLOS M. Carlos escalated my case and said I would be getting an email response soon. I received two emails over the course of the next week, and was told my escalation request was DENIED because Xbox contacted the vendor that was supposed
to send my code, and told me that I would still be getting the code by September 9.

Aug 30, 2020 I contacted Xbox support (text chat) because the code I STILL HAD NOT RECEIVED was going to expire soon according to the Terms & Conditions of the promotion. I spoke to
DERRICK R but I was disconnected during our chat, and I was then connected to
LUIS O. Before I started this chat session, I received proof from another Xbox customer having the same problem as me, that the support agent he spoke to was able to add the missing content to his account instantly. I told Luis O this, and
he refused to give me the same treatment, insisting that it had to be done another way. Luis O promised that I would be getting an email from his supervisor with a solution within
24 to72 hours. THIS DID NOT HAPPEN! I never heard from anyone as a result of this session, and I feel like I was lied to. Luis O told me “We are going to get this fixed for you” and that was not true because it still has not happened.

Sept 3, 2020 I contacted Xbox support (text chat) because over 72 hours had passed, because I was never contacted by the last Support person’s supervisor as I was promised. This made me feel like I was lied to
AGAIN. I spoke to JULIEVIE, who told me she brought the case to her supervisor who was “currently reviewing” my case now. Julievie told me, “What I can do for you is this. I will take ownership of the case. I will run investigation myself
to get you all the help you need and of course the resolution you've been waiting. If proven that there is such a promotion I will make sure to get your code or even apply it directly on your account but I need your time and utmost patience on this. Will that
be okay with you?” I said that worked for me, but I now know that this was untrue because I never heard from her again.
She told me “it may take 2-3hours for the results to come up”. I then asked her, “So to be clear, the next thing I should expect is an email a few hours from now?” Julievie responded with “yes you are correct”. Once again, THIS DID NOT HAPPEN!
I never received another email from Julievie or her supervisor as a result of this session. Once again, I feel like I was lied to. Julievie did not give me a new case number.



Sept 7, 2020 I contacted Xbox support (text chat) because I was never contacted regarding my previous session with Xbox support despite being told that I would be. Again, I feel I was lied to. I began speaking
with KARL, but he disconnected from me right after I explained my situation. I was then connected with
AUBREY D. I explained the entire story so far to her, and she said she was forwarding my case to “Higher Ups” and that she would EMAIL ME EVERY 24 HOURS WITH UPDATES, regardless of if anything had changed yet. I told her that the service and
double standard treatment I was receiving was unacceptable, but that I would accept what she was saying if she PROMISED to do what she said she would. Aubrey D responded to me, and I quote, “I Aubrey D. promised you that I will going to take care of this case
for you and to update you after 24 hours whether we have updates and with solution. I am happy for giving me your trust thank you.” To her credit, Aubrey D did email me almost every day even though there were no updates, but she stopped after less than one
and a half weeks! The last email I received from her for a while was on September 16, which was nine days later. In this email, she said “I sent another follow up about this and hoping to get an update. I’ll be on rest day for 2 days just to let you know.
Hoping when I get back we have good news. Aubrey D told me, “let me make it up to you by taking care of your case. I assure you that your in a good hand” and “will update you and will do the right thing”. This is obviously not true, she did not do what she
said she would do, and broke her promise to me.





Sept 27, 2020 Aubrey FINALLY emailed me back, her excuse for not writing me daily emails was that she was sick. She said we still need to wait.



Sept 28, 2020 Aubrey emailed me, saying that her superiors finally got back to her and had added
$18.00 to my account so I could buy the missing content from the store. I emailed her back immediately, telling her that $18.00 was not enough because the content I was supposed to get now costs
$26.99. I sent her a picture of the Terms & Conditions AGAIN supporting this.



Sept 29, 2020 Aubrey emailed me back to confirm she got my email about not being credited enough money to buy the missing content. She wanted proof AGAIN for her superiors, so I sent proof in the form of copies
of the Terms & Conditions, and a screenshot of the Xbox/Microsoft store, all confirming the amount of
$26.99. I also sent a photo of the promo from the Xbox dashboard, even though Aubrey had already told me she had confirmed the promo in an earlier email.



Sept 30, 2020 Aubrey emailed me to let me know she had forwarded my concern about not being credited enough money to her superiors, but had not heard back yet. She then told me she would be off work for the
next two days, but that when she got back, she would email me back. Her exact words were “Will email you soon. Take care!”
THIS WAS A LIE because I never heard back from Aubrey again.



Oct 08, 2020 I got an email from someone named
JULES. I will copy the main part of that email here. It says “Got good news for you. Our backend team finally responded and told me that they’ve given you microsoft money enough to buy the game you are missing. Please dont waste it thanks!”
THIS IS A LIE! I still only have $18.00 credited to my account, and I am still $9.00 short to be able to buy the missing content. I also found it interesting that July used the word “game” when it is not a game I am missing. It is the HD Season
2 of a TV show called Dragon Ball Super.



I have been trying to connect to Xbox chat support for the last hour, but it is not working even though it says it is up (At one point, it said how many people were ahead of me in line, and the number kept going up and down.
What?). I have emailed both Aubrey and Jules multiple times to try to resolve this, but they both keep ignoring me. The worst one, is how Jules emailed me only to lie to me! I want to officially complain about both of them, but mostly Jules. Aubrey was very
helpful at first, but has proven herself to be unreliable and untruthful. It is now the middle of October, and I still have no resolutions regarding this. Xbox took my money, and has failed for over three months now to give me what I paid for. I have picture
evidence of the original promotion (including the official Terms & Conditions), records of all written communications, and picture proof that another customer with the exact same problem was easily taken care of via chat. All I have to show for it is 10-12
hours of my time wasted, and a collection of lies and broken promises from Xbox support staff. This absolutely needs to be taken care of NOW! I have been an Xbox customer since 2006, but they will lose me as a customer forever if they do not fix this. Is Xbox
really willing to lose a longtime customer over $9.00? Looks like it. Does Xbox think it is okay to lie to customers? Apparently yes. Does Xbox think it is okay to ignore customers that they have stolen money from? Sign point to yes. If anyone in Xbox support
who can actually do something about this is reading this, PLEASE DO THE RIGHT THING NOW! I can provide all the evidence I outlined above, as well as Case/Reference numbers and order numbers.

:)