Amber,
Again XBox customer support has proven to very polite and understanding yet you
people have accomplished nothing but wasting my and your time with a lack of
understanding the root of this problem. First it is not my software I am a
subscriber and do not have any control on how it operates so I would expect a
minimal level of security for a start (i.e. watching a trailer and triggering a
debit to my account and a download). Your system should have several levels of
prompting and verifying whether a purchase has been requested, it does not!!
Whether I downloaded a "non-refundable item" or not the security for a
"non-refundable" item should be even more stringent unless Xbox is running some
kind of "SCAM" then refuses to refund due to some company policy to protect
yourself and keep peoples hard earned money. You have not proven to me that your
system is operating correctly since your investigation was not thorough and you
were more interested in figuring out a reason not to refund my money. First I
suggest that you fix your software to operate correctly without stealing money
from customers and implying that they are at fault because you software has no
check and balances for customers to insure the purchases are legitimate and
authorized. It seems that Xbox is not dedicated to these matters and simply
looks to find any reason to divert blame from themselves.
I have contacted you several times to clear this matter and had to change my
account setting to protect myself since you obviously can not, I will also post
all of the transcript of the chats along with your refusal to refund so the
whole world can see how you operate a weak your security is for purchases and
how you do not stand behind customers. The fact that keeping my $29.99 is so
important to you shows how petty Xbox is, instead of simply apologizing and
refunding my money you chose to keep it base on you so called investigation,
which I never got a complete explanation of what transpired. I did on the other
hand have some really polite people with a very professional attitude do
absolutely nothing. Attached are the transcripts from all the chats in
chronological order please review them so in the future you can retrain your
employees to find and correct issues and fix your software
This mail is confirmation that you have purchased the following items:
Date Confirmation# Item(s) Amount
- MARVEL VS. CAPCOM 3
Total Amount: $29.99
We will bill the following payment method:
Card Type: MC
This mail is confirmation that you have successfully purchased the Games on
Demand title listed above. Thank you for purchasing from Games on Demand on Xbox
LIVE Marketplace. Your account will be charged the amount listed above. There
are no refunds for game purchases. To play your game: in the Xbox Dashboard go
to My Xbox, Game Library. Did you know that with Xbox LIVE® Marketplace on the
Web, you can now buy Microsoft Points, purchase games, download game videos, and
rent videos directly on Xbox.com to use on your console? All you need is a
Silver or Gold account, an Xbox 360 with Internet access, and a storage device,
and you're ready to get points, queue up game and video downloads to your Xbox
360 and more, all from the convenience of your PC. You can even renew your
subscription and easily manage your account online. Just visit this site:
http://marketplace.xbox.com. See you on Xbox LIVE! Thank you for using Xbox LIVE
Marketplace.
Thank you for using Microsoft Billing Services.
Xbox LIVE Team
General Info
Chat start time Jul 23, 2013 10:14:08 AM EST
Chat end time Jul 23, 2013 10:29:33 AM EST
Duration (actual chatting time) 00:15:24
Operator Red
Chat Transcript
info: “Please wait for an agent to respond. You are currently '5' in the queue
info: All agents are currently assisting others. Thank you for your patience. An
agent will be with you shortly. You are currently '2' in the queue.
info: Privacy Statement
You are now chatting with 'Red'.
Red: Thank you for contacting Xbox Customer Support, Marcus.
Red: I understand that you are having issues with an unauthorized access, is
that right?
Red: Thank you for that, M.
Red: In this case, let me go ahead and check on the status of the investigation,
okay?
Red: May I have your gamertag, please?
Red: That way, I can check on the status of this report.
Red: Thank you, M.
Red: Thank you for waiting.
Red: I checked here and it seems that the investigation is still an open
investigation.
Red: It means that the team are still working on the investigation here for you.
Red: You may want to keep this service request: 1211521215.
m: how long will this take??? they said 3-5 days it been more
Red: The issue was escalated on the 19th, M.
Red: Resolution-wise, it may take up to 5 days but that is business days,
M.
m: They were to contact me also??
Red: No worries, once the team has completed the investigation process and all
is sorted out on the account, I am positive that you will get positive results
on this.
Red: That is right.
Red: They are to contact you through email on this issue.
m: So now I just wait??
info: Your chat transcript will be sent to at the end of your
chat.
Red: That would be the best thing to do, M.
Red: Since it's already with the Accounts Specialists, they should be able to
review on this for you right away.
Red: No worries, I will make sure that this conversation is attached to the case
number here.
Red: That way, the team will be aware that you already inquired or made a
follow-up on it.
m: I will wait until Friday and if I do not hear anything I will contact
you again..
Red: That would be great.
Red: Please do.
m: thank you for your help, have a good day
Red: We will be more than happy to help you out or provide you the status of the
request.
Red: Anything else I can help you with though?
General Info
Chat start time Jul 31, 2013 1:14:34 PM EST
Chat end time Jul 31, 2013 1:35:34 PM EST
Duration (actual chatting time) 00:20:59
Operator Rain
Chat Transcript
You are now chatting with 'Rain'.
Rain: Thank you for contacting Xbox Customer Support. My name is Rain, can I
have your Microsoft account ID (email) and Gamertag?
Rain: Are you still there?
m: This charge needs to be removed asap
Rain: I'll help you with this M don't worry.
Rain: Can I have your Microsoft account ID (email) and Gamertag?
Rain: Thank you for the information. I'm reviewing your concern right now.
Rain: I'm sorry to hear that you're having issues with the unauthorized charge,
not a problem, I'm here to assist you and give the best resolution for your
concern.
Rain: I'm reviewing the service request now.
m: the customer action people have had this for two weeks...
Rain: I see that your case is now being investigated by our Advocacy team.
Rain: Yes I understand.
m: nothing has been refunded
Rain: The status of the case is still open
Rain: And I see notes here from our Specialist.
m: you guys are very courteous but nothing is getting done
Rain: I assure you that they are doing their best.
m: and I am sure that is true still nothing is getting done
Rain: M, the case is now with the highest department we have here and it is
being prioritized.
m: i keep hearing that too
Rain: We give all attention to cases like this.
Rain: We don't want any fraudulent activity or unauthorized charges.
m: so I am to wait again then contact you when i do not hear anything
again??
Rain: I know it's taking a bit long, we just want to make sure that all details
are investigated to avoid cases like this in the future.
Rain: We are doing that to protect your account M.
Rain: Please wait
Rain: I'll do a follow up.
m: I do not believe the charge is fraud as stated before. I simple believe
that after the trailer was watched it purchased itself without any prompt or
indication of a purchase was happening
m: something happen that night not sure what??
Rain: Yes, we have all the information about all the transaction happened that
day.
m: on 7/17/13
Rain: Our advocacy team is cross referencing those information with the other
tools.
Rain: The refund is easy, what our advocacy team's aim is to prevent this from
ever happening again, that's why it's taking a bit long.
Rain: But I assure you that this will be eventually resolved.
m: so what do I do??
Rain: Trust me M.
Rain: I'm doing my best here.
Rain: I'm coordinating with them right now.
Rain: And doing a follow up report.
m: I just do not want this swept under the rung ...
Rain: Please wait.
m: ok
Rain: I have created a report to speed up the process.
Rain: It's with the best department now.
Rain: Keep in mind that there is no further action required of you at this
point. Microsoft will be the one to get in touch with you about your reported
issue, okay?
Rain: Since I put it on our priority list, from this point, keep checking your
email for updates.
Rain: Consider this issue resolved on my end by creating a follow up report for
your case.
m: i will, i'll get back in touch if nothing happens
m: have a good day
info: Your chat transcript will be sent to at the end of your
chat.
Rain: Sure M
General Info
Chat start time Aug 9, 2013 8:39:30 AM EST
Chat end time Aug 9, 2013 9:12:18 AM EST
Duration (actual chatting time) 00:32:47
Operator Doyle
Chat Transcript
You are now chatting with 'Doyle'.
Doyle: Welcome to Xbox Customer Support.
m: for the sake of a long explanation please review the
following....
Doyle: Thanks for the info, please give me a moment to analyze this one.
m: that was my fifth time getting in touch with you to resolve this now its
been a month and nothing has happened???
Doyle: I understand, please give me a moment to check on your account.
info: Your chat transcript will be sent to at the end of your
chat.
Doyle: I believe that you have a reference number, am I right?
m: yes 1211521215
Doyle: Thanks, please give me a moment to check on this one.
Doyle: Thank you for waiting, M.
Doyle: I can see here that you have this issue with this un authorize charge
about your account.
m: when will it be resolved...thats is what is important
m: We have been playing this game of back and forth and it is not getting
anything done??
Doyle: Now, as I have checked on it, they are still currently working on it, now
what I did is I made a follow up with this one for you so that they can be
prioritize this issue.
m: Is there someone I can call or another level of personnel I can talk
too??
m: It is easy to keep telling me to wait for you but on my end it seems
like a lack of resolve..
m: How difficult is it to refund the $29.99????
Doyle: I have already reviewed the reference number. It appears that the reason
why the investigation is not yet complete is because we lack the serial number
and console id of the XBOX that you are using.
m: That is the first time I have heard this??? Is that the latest reason
for not doing anything??
Doyle: We were advised to get that information so that they can proceed with the
investigation. If these charges are identified as something that does not
originate from your console you will be refunded.
m: I am sure that info is available we have xbox live for two years
m: Does anybody read these transcripts?? I watched the trailer for Capcom
vs marvel and the next day your system charged and downloaded without any propmt
or indication
Doyle: I understand that. However we need to get that information for our fraud
team to continue with the investigation. We would also need a contact email
address that is not associated with the account that is suspected as
compromised.
m: So you can not query my xbox on xbox live ang get this info???
Doyle: Our fraud team has records of that. The purpose why we are asking for
your serial number and console id is because they will cross reference this
information to trace the transaction.
Doyle: Once it is identified that the purchase did not originated from your
console you will be refunded for all the charges from the time you were out of
control of this gamertag.
m: so now I am to go home and right these numbers down and send them to
where???
Doyle: Please keep this reference number 1211521215. Contact us as soon as you
have the console id and serial number of your xbox. The next representative will
forward that information to our fraud team to proceed with the investigation.
Doyle: We are open 24 hours. Please contact us the soonest possible, preferably
within the day because our fraud team are closed during weekends.
Doyle: Is there anything else that I can help you with?
m: That is all good, I will not renew my xbox live again. Could have
transmitted to me that this was necessary instead of all the BS from the last
five conversations where nothing was mentioned just the same fluffy customer rep
stuff that is of no help. no you have done nothing that will be fine
General Info
Chat start time Aug 9, 2013 2:04:10 PM EST
Chat end time Aug 9, 2013 2:33:46 PM EST
Duration (actual chatting time) 00:29:35
Operator Jenny
Chat Transcript
You are now chatting with 'Jenny'.
Jenny: Hello, thank you for contacting Xbox Customer Support. My name is Jenny.
Please give me a moment to review your question.
m: please review the chat from earlier today.......................
m: email not associated with accnt
Jenny: Hi M.
Jenny: Thanks for your patience.
Jenny: Thanks for the information, M.
Jenny: I may need time to review your messages and last conversation.
m: are you up to speed??
Jenny: Is it okay if I put you on hold for few minutes?
m: thats fine
m: please help
Jenny: Thanks.
Jenny: I'll be back.
Jenny: Thanks for waiting.
Jenny: I apologize for the delay.
Jenny: I have to find your previous conversation.
Jenny: Anyway, I can see here that a request for a refund has been submitted and
you were asked to get serial number and console ID.
m: there a lot of them
Jenny: I am glad you have the serial number.
m: and ID
m: I just need closure this has been a long haul
m: for $29.99
Jenny: I hope you have access to the console.
Jenny: Product ID is not the same as the console ID.
Jenny: Console ID is only 12 digits.
m: console hade the following: SN , Product ID, MER DATE thats it
Jenny: Here is how to check console ID:
Jenny: Go to Settings>System>Console settings>System Info
m: okay
m: i will try to locate
Jenny: Thanks.
m: i will have to try again later, I am at work and my son is not at the
console....uhhh
Jenny: I already added the contact email and serial number.
m: I will try again later today
m: thanks
Jenny: Yes, please.
Jenny: You're welcome.
Jenny: Do you have other concerns before you go?
m: no thanks bye
As you can see from these transcripts very polite and professional on you end
but nothing got fixed so there are some big holes in your advocacy team (if you
really have one) I would suggest to retrain everyone or hire some people that
have experience with customer service like over at Playstation, I guess that is
why they have the major market share. Please enjoy the $29.99 since it will be
the last penny I spend on anything related to Xbox. Have a good day and try not
to rip anybody else off for a change.
Regards,
M
---- Microsoft Support
<XBOX_.LIVE.WW.00.EN.MSF.RMD.CS.T03.SPT.00.PI@css.one.microsoft.com> wrote:
>
>
>
>
> Service Request Number: 1211521215
>
>
>
> Dear M.
>
>
>
> My name is Amber and 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 request for a refund on your Xbox LIVE account. Rest assured that
> I am committed to resolving your issue quickly and efficiently.
>
> 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
> downloaded content is non-refundable. 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).
>
>
>
> If you have any concerns regarding this notice, you may either reply to
> this message or contact Xbox Customer Support directly using the
> information available at and reference the Service Request number
> above, and http://www.xbox.com/support/contact, someone would be happy
> to assist you further.
>
>
>
> We sincerely apologize for any inconvenience that you have experienced.
> We appreciate your understanding and patience while this problem was
> investigated.
>
> Sincerely,
>
>
>
> Amber
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