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. =)

Did this solve your problem?

Sorry this didn't help.

Great! Thanks for marking this as the answer.

How satisfied are you with this reply?

Thanks for your feedback, it helps us improve the site.

How satisfied are you with this response?

Thanks for your feedback.