This is my THIRD attempt to get this resolved. I was asked by support to post on the forums and I did back in November but no one from MS cared to respond. I then contacted support again and was promised a response in 48 hours yet a month or two has gone by and no response. I have wasted hours on this when it can easily be resolved.
I contacted support again and was told this:
"Michelle: I have looked into this and the tenure is handled ONLY through the forums. It is not handled by Customer Support At all"
"Michelle: I have checked your record . I even asked a supervisor. I was told to refer you to the forums with this since we do not even have access to the tenure."
This is the problem. My tenure has been 10 since Oct/Nov 2012 and should have switched to 11 a few months ago. It still shows 10. I always prepay for 2-3 years in advance, have been a long time member since launch and the account has ALWAYS had Gold.
Can some staff member please help with this.