XBox Live Charged 70 Times For The Same Item!!!

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LadyAngel
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XBox Live Charged 70 Times For The Same Item!!!

Post by LadyAngel » Fri Nov 29, 2013 5:24 pm

I'm not sure where I stand legally on this, but here goes:

A day or so ago, I logged into my Halifax online bank account. To cut a long story short, we noticed 70 payments over several days to XBox Live. My son had purchased an addon pack for one of his games. However, the pack wouldn't show on his console, so he kept clicking to download it, unaware that each time he did so, he was charged £1.99. We are over £130 down for just 1 item.

I contacted XBox Live via telephone and they told me there was nothing they could do and to go to my bank if I wanted a refund. However, the bank told me there was nothing they could do as each payment had a valid transaction number, so I would have to go back and contact XBox Live.

By this time I was seeing my money flying away, but I tried again to contact them, and the very nice man on the other end of the phone told me he would escalate the dispute and someone would contact me.

I received this email from them:
Greetings Angela,

My name is Blaine; I am with the Xbox Customer Care Advocacy Team. I would like to thank you for taking the time to contact us in regards to your unauthorized access claim.

I received your claim here at Xbox. After thoroughly investigating your account, I am reporting that I did not find any evidence of unauthorized access to your account.. Also, after reviewing your billing history there was no evidence of fraudulent purchases.

The activity in question originated from the console that has been verified as your own. If you have any more questions about charges that occurred on your account, please visit billing.microsoft.com. To further dispute the activity in question, please contact your financial institution .

We take your online security very seriously here at Xbox and we keep a record of all unauthorized access claims and their resolutions. During the investigation, I temporarily locked your account to protect it from any fraudulent activity. At this time your Xbox LIVE account has been unlocked and ready for use. I apologize for any inconvenience that may have caused.

I am happy to help resolve any problems with your Xbox LIVE account. If there are additional details that you think we should consider, please either reply to this email or call Xbox Support (800)-469-9269 and mention this Service Request Number: 1224068534. Please also see the helpful links below to assist you.

Thanks again for your understanding and patience while I investigated your account. We value you as customer and look forward to seeing you back on Xbox Live!

Sincerely,

Blaine

Xbox Customer Care Advocacy Team

Contact Support
My reply:
Okay, first of all, I have never claimed the access was fraudulent. My son, who has special needs, asked for permission to purchase a downloadable item on his XBox. I agreed, but when he tried to download it, he couldn't, so he kept trying, and each time he tried, the item was charged to our account, which appears to be a glitch at your end, not ours. How can you possibly believe we wanted to purchase the same item 70 times! It's ridiculous that we cannot receive a refund for the 69 purchases that I did not agree to, I only agreed to 1! And I have already stated that our 'financial institution' will not help, so we were hoping Microsoft would be reasonable and refund the 69 payments that I did not authorise. The bank did tell us, though, that they have had a LOT of refund requests from XBox Live due to errors, perhaps your system needs an overhaul? We are a family on benefit and the money you have taken from our account was to cover our food bill for this week.


We ask that you please reconsider or we will have no choice but to cancel all XBox Live Gold accounts. We will not let this matter rest as we need that money much more than Microsoft does!


Thank you
Their response:
Greetings Angela,
This is Blaine with the Xbox Customer Care Advocacy Team. I have reviewed your request, and unfortunately at this point in time we are unable to offer a refund for the purchase(s) in dispute as they were made from your console. If you wish to further pursue a refund for the disputed transaction(s), you will need to follow up with your payment provider to dispute the purchase(s).

We take your online security very seriously here at Xbox and we keep a record of all unauthorized access claims and their resolutions. During the investigation, I temporarily locked your account to protect it from any fraudulent activity. At this time your Xbox LIVE account has been unlocked and ready for use. I apologize for any inconvenience that may have caused.


I understand the frustration that can be involved with this specific issue, and wanted to provide you with resources that have been built into the Xbox LIVE service that can help prevent against accidental point purchases by family members or friends in the future:


In addition, I encourage you to review the Xbox LIVE Terms of Use, specifically Section 6 regarding payments to Xbox LIVE.

Helpful links:

  • If you’ve forgotten your Microsoft Account ID password, please go toaccounts.live.comand clickCan’t Access your account?
  • To check the charges on your Xbox LIVE account please see:Learn how to check your Xbox LIVE bill.
  • To learn how to protect your Xbox LIVE account from unauthorized access, go toxbox.com/security.We strongly recommend that you follow these account security recommendations.
In the future, if you wish to prevent purchases from being made on the account you can remove payment methods by following the directions below:


  • Go toww.xbox.comand sign into your account.
  • Click 'My Account' which is right below your avatar on the left hand side of your screen.
  • Click 'Manage Payment Options' which is also below your avatar on the left hand side of your screen.
  • Now you should see the payment methods you have on your account and you can remove them by clicking 'Remove' which is on the right side of your screen.

We apologize that Microsoft Support agents cannot further assist with this issue and we will be closing your service request which closes all email correspondence regarding the matter.

Contact Support


Kind Regards,

Blaine

Xbox Customer Care Advocacy Specialist

Customer Advocacy & Exceptions Management Team



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Post by Jamjar » Sun Jul 20, 2014 11:53 am

So no satisfaction from either xbox or the Halifax bank, big money corporations/banks with no regard to the little people! If both had paid half back to us, it would have made no difference to the daily millions they get in interest! As it stands LadyAngel has taken it out of my pocket money! :weeping:
:shifty: Want to learn how you can earn £50 just by clicking here? :yes:

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Post by LadyAngel » Sun Jul 20, 2014 4:39 pm

You get pocket money? I'm afraid that has to stop right now!! :surprise:

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