So incredibly disappointed with Xbox today

I purchased Wreck it Ralph for my 7 year old.  He was excited to watch it but after 40 minutes, the streaming stopped.  Thinking there was an issue with my internet connection, I reset my modem.

After going back in, the movie was no longer available in my movies and it wanted me to again pay the 19.99 for the movie.  I called support who was stumped since they did see it in my billing history but not my purchase history.

After at least 30 minutes the rep told me that there was a licensing issue and it would take me 3-4 days to hear from someone.  I asked if he could credit my account and just hang on while I purchase it again (so he could tell I wasn't scamming Xbox) and he said they're not allowed to credit accounts.

Now I get to disappoint my 7 year old when he wakes up in the morning.  Very, very disappointed with Xbox and i'll likely never use it again for downloading or streaming movies.  In fact, I will likely end my Xbox Live subscription once I have a TV with the apps I use on it.

 

Question Info


Last updated July 4, 2018 Views 4 Applies to:

Sorry to hear that. Hopefully they sort you out in a few days time. There is not much we can do since you already contacted support. Fingers crossed they help you.

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Kind regards,

E-A-G-L-E-S EAGLES!

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I'm sorry you feel this way, but these issues happen from time to time.  Doesn't matter the console, tv, app or what have you.  I have issues with my smart tv and VuDu.  

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You might want to try contacting them again and speak to a different person.

I had a similar problem a while ago and after some persuasion I was able to get my points refunded.

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Hey there Det! Sometimes you can "lose" your purchase, but it's really easy to get them back. From the Xbox Video app, navigate to My Collection and select the Account Management button. From there you should be able to press (X) to refresh your purchase history. Try that out and see if it brings Ralph back. Let us know, thanks!

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