Double charge

I recently canceled the auto-renewal of my Gold subscription before it's next renewal billing date (2/11) and let it run out. However, once I did renew (2/11) it I find I have a double charge ( two 9.99 charges to Live) to my card used. Now, I know one of these is the 1-month renewal but the other one is dated as charged 3 days before that on February 8th. Typically, I get email alerts for any charges and indeed have them for one the charges which is the manual renewal on February 11th. The only other email I have gotten that might explain both charges is one saying my credit card information had expired and the service was unable to charge it for one month. That email was sent on February 6th which does not explain much to me since that is before the expiration date and the date which I renewed it. Any explanation or information on who to ask about having two charges? 

 

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Last updated July 4, 2018 Views 101 Applies to:

You would need to call support and talk to billing. 1-800-4my-xbox if you're in the US/Canada.

You can also double check your account at https://billing.microsoft.com to see if it shows any other information on what the charges are for.

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I had a similar issue with getting charged twice. I actually contacted a representative who told me that Xbox live gold subscription charges after the month service.  I told her that if i wanted to subscribe to a year subscription, I have to pay first and NOT after the year. Xbox live gold is a prepaid service. here is the transcript “Please wait for an agent to respond. You are currently '9' in the queue.”

All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently '6' in the queue.

All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently '3' in the queue.

All agents are currently assisting others. Thank you for your patience. An agent will be with you shortly. You are currently '1' in the queue.

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You are now chatting with 'KayCee'.

KayCee: Hello there. Thank you for contacting Xbox Customer Support. My name is Kaycee. Please give me a moment to review your concern.

tino: Here is the charge on my credit card acct on [MOD REMOVED] $9.99 Please activate this gold or refund this charge. It is frustrating that it takes 40 minutes via phone to just get a live person! XboxLive Acct: [MOD REMOVED]

tino: okay thanks

KayCee: Hi Tino.  I hope you are doing fine today. Thank you for the additional information. Just to make sure that we are on the same page, you said that your credit card has been charged though your gold membership has expired already, did I get it right?

tino: yes

KayCee: Thank you for confirming. Don't worry I am here to help you sort things out.

tino: i was in the middle of a game and then kicked me out to say my gold membership has expired. then i look into my account and there is the charge

tino: thank you. the phone line is now saying 53 minute wait time..i rather roslve this in a timely manner

KayCee: I am with you there. Just to verify, are we having the issue on the account that is signed-in ([MOD REMOVED]) Poooopert?

tino: I appreciate your understanding of my frustration

tino: yes

KayCee: I understand that Tino. Allow me to further check into your account. One moment please.

KayCee: I appreciate your patience in this matter, please give me more time to view your account in the system.

tino: ok no problem

KayCee: Thank you for waiting, I checked your account in the system. Please allow me to explain the charges on your account.

tino: ok

KayCee: You have been charge for the subscription for the month of May on the 27th of May, for June you've been charge for 27th of June too. So basically the charge that reflects on the account is for June, you have not yet charge for the month of July.  

tino: my understanding is that the subscription charges first and then the month of xbox live is activated. xbox live does gold does not activate until you pay the 9.99 or redeem a code

tino: if i just started an account and wanted to have xbox gold. i have to charge the 9.99 first and actually see it charged b4 my membership is activated

KayCee: And I was able to check that the auto renewal was turned-off that is why the Gold subscription for this month was cancelled. And to verify, you consumed that membership before you will be billed for  the subscription. That's the billing cycle for Xbox Live gold auto-renewal.

tino: yes i turned it off in the beginning of June, which should show no charges after that. I have use xbox live gold memberships before and the charges occur before the memberships is activated

tino: Xbox LIVE Membership Charges: Xbox LIVE as a service is billed in advance.

tino: thats from www.xbox.com/live/billing

tino: Xbox LIVE Membership Charges: Xbox LIVE as a service is billed in advance. ... When you first sign up, select a subscription plan and pay for the period moving forward

KayCee: I'll take note of the information you provided. When I checked the billing information on your account the $9.99 that was charged on 6/27/2013 is for your subscription for the month of June. The charges before that is 27th of May for the subscription for May. And for the month of April you have been charge April 2nd. I am suspecting you change the payment instrument by that time.

tino: the charge on 6/27 is not for the month on june. Xbox live gold is a prepaid service. the charge on 6/27 is for the next 30 days. If I wanted to subscribe for a full year membership of xbox live gold, it does not charge me at the end of the year...it charges me first.

KayCee: I got your point there Tino. It depends on the Subscription Anniversary Date on your account, it is when the system automatically bills you for the Gold membership. If your auto renewal is turned on the system it will charge the credit associated on your account every SAD (Subscription Anniversary Date).  In you case your SAD is 27th of each month.

tino: Okay so just to make it clear in a statement. You are refuting the fact that xbox live gold membership is a prepaid service under auto renewal and are claiming (as a representative of xbox) that the automatic renewal billing format charges my credit card after the service(month) is provided and not before (prepay).

KayCee: Yes, that's what I see on the last 2 months of your account's subscription.

tino: okay I just wanted it in writing that there will be no resolution as far as refund or one month extension of gold.

tino: May I please get an agent number for reference on this matter

KayCee: In this case Tino, we cannot process a refund because the $9.99 that was charged on 6/27/2013 is for the month of June and it was already consumed. One moment please as I generate a case number for your reference.

KayCee: Thank you for waiting, here is the case number for your reference: [MOD REMOVED].

tino: okay thank you for your help

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If anyone from Microsoft has a better answer or resolution please email me.

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Hey there Poooopert,

If you have a support question you'd like help with, please create a new thread and we'd be happy to troubleshoot with you. Cheers! 

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