Xbox Tier 3

I have been having issues with an Xbox Live account for the past several months.  The account, which I have been using for many years, was left inaccessible after the recent security updates.  The cause of the problem was a typo in the email address used to create the account several years ago and in all the time I have used the account I have never needed the email address or password for the account.  I contacted Xbox Live support and eventually was transferred to the escalation team to perform a password reset and allow me access to the account.  After waiting several weeks, and contacting support regularly, I called back to ensure that my account not renew itself, as I was unable to access it.  I was told by the billing department that everything was taken care of and that the account would not renew and charge me for a service that I was unable to access.  After waiting for over a month for contact from the escalation team, I decided to just create a new account and leave the old one alone.  To this day I have still not heard one word from the escalation team.  Tonight, I received an email saying that my account had just renewed and was being charged for one year of Xbox Live Gold.  I contacted the support team and was told that I will be refunded my money, but at this point I cannot be sure if anything said by support can be trusted.  This has been the worst experience I have ever had from a company's costumer support.  If there is anything that I can do at this point, please let me know.  Thank you for your time. 

 

Question Info


Last updated July 5, 2018 Views 15 Applies to:

Hey there Mojo!

I'm sincerely sorry to hear about such a poor experience. I can certainly understand how this could be a frustrating situation and I hope to be able to assist in some way.

If you've already contacted the support team for a refund then you've definitely started down the right path. I suggest checking your account regularly over the next week or so to make sure that the money is refunded to your account.

Please let us know if you don't see a refund within 10 days and/or if you have any questions. We'll do our best to assist here on the forums. =)

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