To whom it may concern,
While I'm sure one disgruntled gamer is no real disappointment to Microsoft, I have no other real outlet to voice my frustration over the recent treatment of my credit card. My credit card recently expired, and I had to get a new one issued, with a new number, to my home. As Xbox Live is the only recurring payment that I have with my card, I decided to go online and change my account information through the xbox live website. Unfortunately, it kept telling me that it was an "invalid card number", so I had to go to my Windows ID and change it, which for some odd reason worked. (This is a known issue, simply google it and tons of forum posts will pop up regarding "invalid card numbers" through Xbox Live) While out this evening, I checked by bank account statement, and saw, to my surprise, five seperate one-dollar fees from "MS.net" on my card. I immediately called Xbox Live tech support, only to be greeted by someone who has absolutely no business answering phones. After spelling my gamertag to him three times, he finally got it right (or so I though) and asked me to verify some account information. Upon receiving my information, he was "unable to verify" me, and placed me on hold for 48 minutes. At this time, he got back on the phone, and told me his supervisor, Mathew, would be able to help me. Upon voicing my frustration for being on hold for so long, he said he was "just trying to help" and that I needed "to be patient". After the transfer, Mathew (the supervisor) figured out within a short time that he had put my account information in incorrectly, and told me that the various fees were, for whatever reason, charged charged to verify my card information, and would be refunded shortly.
As you might see, charging someone 5 dollars simply to verify a card (I'm farily certain this cannot be a legal practice, and I was not warned of this) is ridiculous, and keeping a going on three-year Xbox Live customer on hold for 45 minutes, for a total phone call length of 57 minutes is simply inexcusable. I will not be renewing my Xbox Live account next time around, and am very disappointed in the service I have received. Upon googling phone numbers to call and complain to, I realized that I would probably only be placed on hold and apologized to, wasting even more time with no real results. In the end, I decided to write this post and vent, and hope that the reason being charged five one-dollar charges could be explained.
Long-time, diappointed customer,