Refund Request team not responding to the customer or other internal Microsoft departments

https://support.xbox.com/en-US/forms/request-refund

Haven't seen any other complaints about them not responding.  Since we are in the middle of the holiday season they may be seeing a lot more request than normal.

Thanks Parity,

I have been reaching out to the Refunds team almost every day since 12/01/2018 by responding to their denial emails, and by posting questions in the Refunds Request ticket itself, but have not received any responses from them.

The most I seem to be able to get from them is the occasional copy/paste denial template stating that my request is ineligible. 

When I ask why it is ineligible by responding to the denial email, they don't respond. 

When I reopen the ticket and post a question asking why it is ineligible, they simply re-close the ticket and don't respond.

I am curious if anyone else is having these issues, or if they have found a way to communicate with the Refunds team.

Thanks again for the response.

Thanks zmaster,

I did end up opening another ticket, as Microsoft Customer Support recommended doing the same thing.  The Refunds team did not respond in that ticket either though.  This is very strange.

In the original ticket, for almost 5 weeks now, I have reached out to them in their denial emails, and have also re-opened the ticket to post questions directly into it as well.  I still have not yet received 1 response.  All they seem to do is go in and flip the ticket to closed again without replying or acknowledging anything the customer writes.

Microsoft Customer service has reached out to the Refunds team as well, but their questions are also being ignored.  Everyone in Microsoft Customer Service, and even Accounts & Billing seems baffled by the fact that the Refunds team isn't responding.

A manager is supposed to be contacting me soon so that we can try to figure this out, but I wanted to post here to see if my experience is atypical or not.

Thanks again everyone.

Hi NA008,

Have you also contacted Xbox Customer Support or just Microsoft Customer Support? They are different support channels and maybe the Xbox support team can assist you or find out why the refund could have been denied. Other factors besides the 14 day period, like previous refunds or if the game was accessed for a certain amount of time, can contribute to the denial but I'm sorry that you haven't gotten a response from the refund team.

Give Xbox customer support a try if you haven't done so yet and see what they say.

Hello Savage Wolf! 

Thanks for reaching out to Xbox forums support. 

We'll be locking this thread as it dates back to December 24, 2018. 

Feel free to create a new thread so that we can tailor our support directly to you with up to date information. 

We look forward to hearing from you. 

Happy gaming! 

Felix

Xbox forums support