Unable to cancel xbox live

Hi all, I have a bit of a weird problem. Hope somebody here can help.

I used to pay my sons xbox live monthly via debit order on my credit card, but a long time ago he stopped playing on that account and created a new account using those 3 month subscription vouchers/code cards. Now it's been about a year that microsoft have been deducting money off my account every month for this xbox account that is no longer used, not their fault, my fault for not cancelling, but anyway.

I sent an email to them and they told me they don't deal with billing enquiries via email, so I phoned them (spoke to SAM) and they were unable to help me as they couldn't find any information about the account, they tried the gamertag, email address, credit card number and phone number but apparently none of them exist on their system, yet every month they are taking £5.99 from my account, yet they can't find that account on their system.

So what do I do now? I've emailed and phoned and they can't find anything. How do I stop them from taking money every month?

I can't sign into the windows live account either as he deleted that when he created the new gamertag.

Here is a screenshot of my bank account

 

Question Info


Last updated July 5, 2018 Views 152 Applies to:

If they're unable to help you, You should call your bank and put a stop payment on them and then they won't be allowed to take your money.

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Are you sure you gave them the right CC number on Xbox Support's phone line? Either way, Turv3y's suggestion is valid. If it's your bank account, you can stop any additional recurring charges from going through. It's a hassle with the bank sometimes though. Best of luck.

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You can give them your complete credit card number and they will find all accounts associated with it and remove it

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The only time the full card number doesn't find an account is when the card has been removed. Is it possible it was a paypal account instead of an actual card number?

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So far we have some great suggestions here. I also just want to throw in that, if you remember the gamertag and login information, you can log in to Xbox.com and cancel the auto-renewal yourself following these steps (forums.xbox.com/.../130588.aspx). Let us know what works, thanks!

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Sorry about the paypal suggestion, your screencap says card purchase.

Since the account was started up, have you had a new card issued? Sometimes when a card is cancelled, the charges will still process out but the new card won't be on the account.

If it has been replaced, see if you can get ahold of the old number from your financial institute.

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