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Microsoft Xbox Live CSR's are full of crap!

htwingnut

htwingnut

Member
I'll make a long story short. What it amounts to is MS charged my credit card even after I applied a 12 month gold subscription, and they refuse to refund it. They've offered another 12 month gold subscription number, which is not what I want. I want $60 back because best I can do with this subscription is sell it for $30-$35. I was lied to from a couple CSR's and one was downright rude, all from the half dozen or more phone calls I had to make to get it sorted out (which wasn't).

After speaking with a supervisor and explaining the situation he couldn't help me. He also said that one individual that more or less lied had been dealt with, terminated from employment. I asked the name of that employee and he couldn't answer, so he was lying too. This supervisor's name is Curtis, switch ID 38791 at 1-800-4MY-XBOX. Feel free to call and have a nice conversation with him.

Yes I'm angry. Unfortunately I paid for this with my PayPal MasterCard, and I know their dispute center is not the greatest, but I did it anyhow. They will probably cower away from Microsoft anyhow.

If they do this with customer's repeatedly I can see this as a class action lawsuit.
 
that sucks i've heard their CS is a nightmare, and the best thing to do is just not tie any cc info to your account at all. that way they don't have a cc to charge if it expires. i've stuck w/the xbl cards for like 8 years or so
 
purbeast0 said:
that sucks i've heard their CS is a nightmare, and the best thing to do is just not tie any cc info to your account at all. that way they don't have a cc to charge if it expires. i've stuck w/the xbl cards for like 8 years or so
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This. I won't fall for the $1 for a month gimmick, so they can have my card on file and can overcharge the he'll out of it.
 
Ok, just to clarify, how did you apply your 12 month gold membership in the time before your credit card was charged? Also, if you had a credit card on file for auto-renewal, why didn't you just let it go that route? I'm not trying to defend their CS, but I'm curious about what their reasoning was. Crappy CS or not, I doubt they wouldn't have helped you unless they felt that had good reason to say no, but then again I wasn't the one on the phone. *shrug*
 
Anteaus said:
Ok, just to clarify, how did you apply your 12 month gold membership in the time before your credit card was charged? Also, if you had a credit card on file for auto-renewal, why didn't you just let it go that route? I'm not trying to defend their CS, but I'm curious about what their reasoning was. Crappy CS or not, I doubt they wouldn't have helped you unless they felt that had good reason to say no, but then again I wasn't the one on the phone. *shrug*
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Because you can always get a 12 month subscription for cheaper than the price Microsoft charges.
 
Anteaus said:
Ok, just to clarify, how did you apply your 12 month gold membership in the time before your credit card was charged? Also, if you had a credit card on file for auto-renewal, why didn't you just let it go that route? I'm not trying to defend their CS, but I'm curious about what their reasoning was. Crappy CS or not, I doubt they wouldn't have helped you unless they felt that had good reason to say no, but then again I wasn't the one on the phone. *shrug*
Click to expand...

My cc was expired on my account and wouldn't delete. The CSR said in order to delete it I had to update the expiration date, which I don't get, what if I didn't have that card anymore, but whatever. I trusted them. So I did. System said "you will not be charged at this time". I was then able to delete the card off my account. Checked my cc online the next day and it was charged the $59.99. I called right away and have been in this CSR hell ever since.

They are claiming that since my account officially expired several days before I applied the gold card, that I was responsible for the yearly charge. What?
 
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After the nightmare I went through getting auto-renewal turned off on my XBL account, I will never have a Gold sub after this one runs out.
 
htwingnut said:
I'll make a long story short. What it amounts to is MS charged my credit card even after I applied a 12 month gold subscription, and they refuse to refund it. They've offered another 12 month gold subscription number, which is not what I want. I want $60 back because best I can do with this subscription is sell it for $30-$35. I was lied to from a couple CSR's and one was downright rude, all from the half dozen or more phone calls I had to make to get it sorted out (which wasn't).

After speaking with a supervisor and explaining the situation he couldn't help me. He also said that one individual that more or less lied had been dealt with, terminated from employment. I asked the name of that employee and he couldn't answer, so he was lying too. This supervisor's name is Curtis, switch ID 38791 at 1-800-4MY-XBOX. Feel free to call and have a nice conversation with him.

Yes I'm angry. Unfortunately I paid for this with my PayPal MasterCard, and I know their dispute center is not the greatest, but I did it anyhow. They will probably cower away from Microsoft anyhow.

If they do this with customer's repeatedly I can see this as a class action lawsuit.
Click to expand...

To be fair, do you honestly think they can tell you their employee information, even if they are terminated?
 
htwingnut said:
I'll make a long story short. What it amounts to is MS charged my credit card even after I applied a 12 month gold subscription, and they refuse to refund it. They've offered another 12 month gold subscription number, which is not what I want. I want $60 back because best I can do with this subscription is sell it for $30-$35. I was lied to from a couple CSR's and one was downright rude, all from the half dozen or more phone calls I had to make to get it sorted out (which wasn't).

After speaking with a supervisor and explaining the situation he couldn't help me. He also said that one individual that more or less lied had been dealt with, terminated from employment. I asked the name of that employee and he couldn't answer, so he was lying too. This supervisor's name is Curtis, switch ID 38791 at 1-800-4MY-XBOX. Feel free to call and have a nice conversation with him.

Yes I'm angry. Unfortunately I paid for this with my PayPal MasterCard, and I know their dispute center is not the greatest, but I did it anyhow. They will probably cower away from Microsoft anyhow.

If they do this with customer's repeatedly I can see this as a class action lawsuit.
Click to expand...
Why you cryin?
 
I just went to turn off my auto-renewal and found that you can't do that on the website. You HAVE to call them. That's horseshit, to be honest.
 
This is why I live my life in a manual mode when it comes to my money. No automatic withdraws, no automatic deposits. I know I would forget to cancel some expensive service at some point and then they would auto withdraw from my account and the company would refuse to refund it. I don't trust computers and I don't trust companies to handle my money like that. Of course the bank handles it with computers and whatnot but that's where my trust starts and ends.
 
Thanks for sharing.

In any case I've disputed this with my credit card, so we'll see how it goes. I swear they've spent as much time in staff resources that probably cost more than just refunding what I spent for the subscription.
 
htwingnut said:
Thanks for sharing.

In any case I've disputed this with my credit card, so we'll see how it goes. I swear they've spent as much time in staff resources that probably cost more than just refunding what I spent for the subscription.
Click to expand...

Just be careful with that. While I applaud you for fighting the fight, at the end of the day you have to decide what everything is worth to you. Whoever is right or wrong, MS might freeze your account in response and they are within their rights to do so.
 
Anteaus said:
Just be careful with that. While I applaud you for fighting the fight, at the end of the day you have to decide what everything is worth to you. Whoever is right or wrong, MS might freeze your account in response and they are within their rights to do so.
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Freeze it how? I paid TWICE! I have a Gold card activated, and in return for the second amount I paid, they only offered me another 12 month gold subscription, not a refund. I want the refund. They can't freeze it because the 12 month gold card already activated on there is valid and active. Nothing to do with the $59.99 I want refunded.

Regarding the online cancellation, I did as described but once I get to step 5, mine says "manage account". I click on it and at 6 it says where it says "auto renewal" I don't have any automatic renewal. Just making sure I'm in the right spot. Here's a photos from selecting manage account.

jQM0V.jpg

DSsil.jpg
 
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purbeast0 said:
that sucks i've heard their CS is a nightmare, and the best thing to do is just not tie any cc info to your account at all. that way they don't have a cc to charge if it expires. i've stuck w/the xbl cards for like 8 years or so
Click to expand...

This. Same with PSN now after their data breeches. Totally not worth it to me to tie any CC numbers to game consoles now or in the future.
 
htwingnut said:
My cc was expired on my account and wouldn't delete. The CSR said in order to delete it I had to update the expiration date, which I don't get, what if I didn't have that card anymore, but whatever. I trusted them. So I did. System said "you will not be charged at this time". I was then able to delete the card off my account. Checked my cc online the next day and it was charged the $59.99. I called right away and have been in this CSR hell ever since.

They are claiming that since my account officially expired several days before I applied the gold card, that I was responsible for the yearly charge. What?
Click to expand...

What happens, if your account is unable to be charged, and you continue to use the service, they just put a back charge on your account. When you're able to get charged, it just goes through. That is why they wanted you to update your account. As far as the XBL card you purchased, I am calling BS. If you had put the code into your account you would have had 1 year of XBL. This would stack with any purchased time on the account. You now have 2 years of XBL, have a code not entered yet, or have found a bug in a system MILLIONS of users have not experienced. Might want to check on your account when your gold status expires.
 
Golgatha said:
This. Same with PSN now after their data breeches. Totally not worth it to me to tie any CC numbers to game consoles now or in the future.
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That's stupid unless you're going to apply that logic to everything. Any company is capable of being hacked.
 
smackababy said:
What happens, if your account is unable to be charged, and you continue to use the service, they just put a back charge on your account. When you're able to get charged, it just goes through. That is why they wanted you to update your account. As far as the XBL card you purchased, I am calling BS. If you had put the code into your account you would have had 1 year of XBL. This would stack with any purchased time on the account. You now have 2 years of XBL, have a code not entered yet, or have found a bug in a system MILLIONS of users have not experienced. Might want to check on your account when your gold status expires.
Click to expand...

when your XBL expires, you can't connect. so there is no way he could have been using the service when he couldn't pay for it.

at least that is how it has been in my experience.
 
smackababy said:
What happens, if your account is unable to be charged, and you continue to use the service, they just put a back charge on your account. When you're able to get charged, it just goes through. That is why they wanted you to update your account. As far as the XBL card you purchased, I am calling BS. If you had put the code into your account you would have had 1 year of XBL. This would stack with any purchased time on the account. You now have 2 years of XBL, have a code not entered yet, or have found a bug in a system MILLIONS of users have not experienced. Might want to check on your account when your gold status expires.
Click to expand...

Call BS all you want. I have all the documentation I've forwarded to my credit card that supports this. They screwed up. Only reason I updated my cc info is because they told me to in order to delete it, and sure enough they charged me, and still wasn't able to delete my card. I just went on xbox.com just now though and it let me delete the card now. Whatever.

The thing is my subscription had expired because I never updated my cc info and planned on putting in an xbox live card code instead, just hadn't bought it yet. It kept letting me use the service even after my last year expired. That's not my problem. Great for MS to allow this, but it doesn't mean I agreed to it. If they want to continue the service that's their prerogative, but don't charge me when I had no intention of being charged.
 
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