Xbox Customer Service Issues

Subject: Refund Request for Accidental Purchase To whom it may concern, I am writing to express my dissatisfaction with the decision not to refund my accidental purchase of a 'diamond pack' for £7.99 on January 3, [redacted]. I was told that I am only entitled to one refund per year, referring to a previous refund on June 20, [redacted], for VC on NBA 2K18. Upon realizing the mistake, I immediately repurchased the correct item. The recent purchase was made in error late at night through the in-game menu, resulting in an unexpected email receipt for the 'diamond cards.' I have attempted to resolve this through online channels but feel frustrated with the lack of customer support. As a loyal Microsoft customer who has invested in products like the Xbox One X, I am disheartened by the difficulty in rectifying this issue promptly. I believe my history of patronage should warrant reconsideration for this refund. I kindly ask for your understanding and hope that you will reevaluate my case for a refund. Thank you. Best regards, Tony W.

I am experiencing a significant drop in download and upload speeds on my Xbox One, going down to 4.7 Mbps from my usual speeds in the high 80s to 90s. Despite working with my internet provider for a week, the issue persists only at night. All other devices in the house maintain speeds around 70-95 Mbps, except for the Xbox. I have been suggested to reach out to Xbox support to troubleshoot and identify the problem to aid in resolving it with my internet company. Being able to conduct tests, monitoring, and troubleshooting with Xbox support could help pinpoint the issue and provide valuable information to my provider. I am open to any assistance and would appreciate receiving a report of any tests conducted. If possible, I would like to arrange a call to discuss the matter further. Thank you for your attention.

I purchased an Xbox One Elite controller around two or possibly three months ago. I've had to return it twice already due to issues with the thumbstick. The first time the stick was stuck in an upward position, causing my in-game character to keep moving forward uncontrollably. The second controller had a similar problem where the thumbstick separated from its casing, rendering it unusable. Now, I've been experiencing the same issues with the latest controller after using it for about a month. I have the receipt and all the original packaging, but I'm unsure if the kiosk where I purchased it will exchange it given that it's been over a month and I've already exchanged it twice. I'm looking for suggestions on how to fix, replace, or get a refund for the controller. I initially decided to invest in this controller for its quality, but these recurring problems are becoming frustrating. I need advice on how to proceed with the warranty coverage or other potential solutions.

While playing Rainbow Six Siege, I unexpectedly experienced repetitive team killing by my own teammates, which led me to react emotionally by sending a message. Shortly after, I found out I was banned from Xbox communication until January 22nd, [redacted], which I find unjust considering the circumstances. I acknowledge my mistake and regret my hostile reaction, which was out of character for me. I am requesting a chance to rectify the situation as I value the communication with my friend whom I play with regularly. Being banned affects our routine and I sincerely apologize for my behavior. I hope for your understanding and the opportunity to prove that I have learned from this incident and it won't reoccur. Thank you for your consideration.

I received a communication ban for some heated words during a gaming session when a player was griefing me in GTAV. Despite being attacked repeatedly, I retaliated after facing unfair aggression. The other player continuously targeted me with homing missiles, destroyed my supplies, and killed me numerous times, even camping at my respawn point. This led to a back-and-forth escalation which eventually resulted in my ban. While I admit my language was inappropriate, I believe the punishment is too severe considering the circumstances. I hope to have the ban lifted or at least reduced. My username is iJAYR0CK. I also request that the player harassing me be dealt with to prevent such behavior towards others in the future. Thank you for your attention to this matter.

I encountered an issue with the Code of Conduct that resulted in a 24-hour ban after sending a message to another player. Despite reporting team killers, no action was taken against them. In comparison, on PS4, I never faced a ban after sending numerous messages over three years on Rainbow Six Siege. Xbox's account management seems lacking. While I initially switched to Xbox One X for 4k movies and games like PubG and CoD, I may return to PS4 due to these recurring problems. Xbox needs to address these issues to retain customers.

My Xbox One is not functioning properly. Despite trying to reset it to factory defaults, it continues to freeze. I've owned it for just over a month. Initially, after installing Fallout 76, the console worked fine. Then, after purchasing NBA 2K16 and Red Dead Redemption 2 Special Edition a week later, it started showing saving error messages and failing to save my gameplay progress. Subsequently, it had issues with the passkey and started freezing on load screens. Even after attempting a reset to factory settings, it freezes at the reset menu now, making it a long process just to start playing. I've invested a significant amount of money and time into this console and am seeking a replacement to enjoy uninterrupted gaming sessions, especially with RDR2. I've been a loyal Xbox customer since the earlier models and believe a replacement is necessary.

Dear Team at Microsoft, I hope this message finds you well. I am writing to bring to your attention a concerning issue regarding my grandson, Cody Klos, and his account with your platform. I have recently discovered unauthorized transactions on my credit card linked to his account, totaling $[redacted].70, starting from November 25, [redacted]. As Cody's grandfather, I am deeply troubled by this situation. Cody, who is only eleven years old, seems to have been lured into making these purchases without my consent, taking advantage of my trust and financial resources. Prior to this incident, I had not encountered any problems with my credit card. However, upon inspecting the transactions and discussing the matter with his father, we believe that Cody made thirty unauthorized purchases after November 24, which I strongly object to and will be disputing shortly. I understand that Cody may not fully grasp the gravity of his actions, but as a retired individual on a fixed income, I cannot bear the financial burden caused by these transactions. I have since taken measures to address the situation, but encountered difficulties accessing Cody's account due to an incorrect birth year input. Given my long-standing support for Microsoft and positive interactions with your services in the past, I am reaching out to humbly request your assistance in forgiving the unauthorized transactions made by Cody after November 24, [redacted], and refunding the corresponding items. I hold great respect for your company and would deeply appreciate your prompt intervention in this matter. Thank you for your attention and anticipated cooperation. Warm regards, Jerry Howe Email: [redacted] Phone: 1[redacted]

In July [redacted], my father paid for one month of Xbox Live. Despite removing the recurring payment, the charge reappeared after two months. I diligently removed it again online, but in December [redacted], the payments persisted. To prevent my dad from unknowingly paying for unused services, I removed the recurring charges once more. Seeking a refund for five months (September to January) totaling $67.75 in Canadian dollars, I find it unfair that my father continues to be charged. Due to my focus on school, the Xbox has gone untouched for the past five months, warranting a refund. I respectfully request an immediate refund and a resolution to stop the recurring payments. Kindly assist in rectifying this issue promptly. Thank you.

Dear Microsoft, I am reaching out on behalf of Cody, my grandson, whose account has been used without my knowledge for unauthorized purchases on your platform since November 25, [redacted]. As his grandfather, I am deeply concerned about the impact this has had on my finances. After reviewing my credit card transactions, it is evident that Cody made thirty such purchases amounting to $[redacted].70. This has placed a significant financial strain on me as I am on a fixed income. I have always been a loyal supporter of Microsoft and have appreciated your products and services over the years. I am kindly requesting your assistance in resolving this matter before I escalate it to my bank. It is essential that these unauthorized transactions made by my grandson post-November 24, [redacted], be refunded, as Cody did not have the authority to make these purchases. I would greatly appreciate your understanding and prompt response to this issue. Thank you for your attention to this matter. Sincerely, Jerry Howe

It is disheartening how difficult it is to receive proper assistance from Xbox support. The absence of a functional helpline to talk to a live representative is frustrating. Upon cancelling my gamepass subscription last month, I was surprised to find a $30 charge for a 3-month subscription on my birthday today, which I never signed up for. Despite unsubscribing today (1/27/19), I was informed online that my service was cut off as of 1/26/19 (yesterday). The online chat support was unhelpful, directing me to a refund team that I couldn't reach on the website. Dealing with these challenges has been exasperating, and it's disappointing to encounter such poor quality of customer support after being an Xbox user for nine years. This experience has been quite upsetting, especially on my birthday.

I upgraded to an Xbox One X a few months ago and have been experiencing constant issues. I struggle to sign in and connect to Xbox Live. Despite passing connection tests, I face these connectivity problems repeatedly. Following troubleshooting steps occasionally helps, but it's frustrating to have to restart my console multiple times just to play. This isn't an internet problem, as I never experienced this on my old Xbox One, and all my other devices work fine. Even with a wired connection to the modem, the Xbox Live connectivity remains unreliable. When playing "Red Dead Redemption," losing connection means losing progress without saving. Seeing messages about Xbox service issues while the website reports no problems is disheartening. The inconsistency of the Xbox One X and the costly Xbox Live subscription are disappointing. I have limited time to game after work and spending most of it troubleshooting is unacceptable. The current issue preventing me from signing in exacerbates this frustrating experience.

I am experiencing difficulty signing in to my Xbox Live account. The Xbox console is not displaying the home screen, showing only a black screen, despite being powered on. I am still able to power off the console using the home button on the controller. Sometimes when pressing buttons, I hear navigation sounds intermittently. Initially, the console started up fine, except for a prompt requesting an update for Red Dead Redemption, which was not available at the time. Subsequent restarts did not show the startup sequence with the Xbox One logo and sound. Despite another restart attempt displaying the startup sequence, the home screen is not appearing. I am only able to trigger navigation sounds by pushing the home button. Although I could access the sign in side menu by repeatedly pressing buttons, there are now no response sounds, and the console only reacts to the home screen button. Any assistance would be greatly appreciated as I rely on this Xbox for stress relief and entertainment.

I've encountered an issue with my Xbox while trying to play Battlefield V. Initially, the game was stuck syncing, which led me to restart the Xbox. Upon restarting, I faced difficulties accessing the interface. It required pressing the Xbox button multiple times to bring up the menu, and even then, I couldn't navigate it. Subsequently, the screen turned black, preventing me from accessing the interface entirely. Despite various troubleshooting attempts like changing HDMI cables and power outlets, the problem persists. Before reaching out to Microsoft, I wanted to see if anyone here has any additional suggestions to resolve this frustrating situation.

I recently discovered unauthorized charges on my credit card for Xbox purchases made by my kids. Even though I had removed my credit card from the account after a similar incident in [redacted], I noticed monthly charges of 9.99 since September, totaling 49.95. Despite my explicit instructions to remove my card from the account during our previous conversation, these unauthorized charges have occurred. I am deeply concerned about the lack of security measures in place that allowed my children, who are 8 and 9 years old, to make these purchases without permission. I request reimbursement for the 5 monthly fees since September [redacted], no further monthly charges from February onwards, removal of my card from the account, and reimbursement for all unauthorized purchases made from January 11th until now. I eagerly await your response and will compare the charges on my credit card with your records. Thank you.

I reached out to Microsoft for assistance but received an unhelpful automated response. On 1/30, as I was setting up my new Xbox One, my 5-year-old accidentally made a $39.99 purchase on my game without confirming the passkey. This resulted in an overdraft on my bank account. While I take responsibility for not ensuring the passkey was set, I cannot afford this charge right now after saving up to purchase the new Xbox One. Although I've updated my security information, Microsoft replied briefly that my account is not eligible for a refund. I'm unsure why they can't assist me, as I've had a similar issue in the past. Any insights or assistance would be greatly appreciated. Thank you for your time. -Chelsea M.

Hello. Last Friday, on 02/01/[redacted], my husband and I discovered some unauthorized charges when we visited the bank together to investigate why our electric bill payment was declined. We identified six charges from Microsoft Xbox Live that we did not authorize. These charges are a mistake, and we request a refund back to our account promptly. Despite trying to reach out to Microsoft following the advice of the bank's fraud department, I have been unsuccessful in speaking to a representative about this issue, which is why I am reaching out here. If someone could get in touch with me regarding this matter, it would be greatly appreciated. Thank you for your attention to this issue! Mrs. B.

During a free roam mission in Red Dead Redemption 2, I encountered an unpleasant experience with a player named DerkHerpington. After attempting to steal bags in-game, DerkHerpington started harassing me through text communications despite my minimal interaction. I only replied with "Reported" to clearly indicate my discomfort. Despite my attempts to block this player, I am having issues with the block function not working properly. I am reaching out with this detailed report as a last resort to address the ongoing harassment. Thank you for your attention to this matter.

I purchased an Xbox for my son in May, and it's now malfunctioning while still under warranty. I contacted Xbox customer service and spoke with Amelia, who was helpful. She recommended a replacement at Tesco, but they directed me to Xbox. Subsequent agents were confused about the warranty status and the possibility of an advance replacement, leading to multiple calls. Even after confirming the warranty, I faced delays, misinformation, and ultimately received an email closing my case, leaving my son without a working Xbox. The inconsistent information and lack of resolution, after spending 8 hours on calls, have been frustrating. It seems the staff have varied access to my purchase information, causing confusion. I am disappointed by this experience and hope for a resolution soon. Thank you. Regards, Shalu M.

Recently while playing NBA 2K19 on playground mode, I encountered a user named SELLOUT HF. Despite trying to maintain good sportsmanship, he sent me disrespectful messages after a loss. Although I admit I responded inappropriately, I'm disheartened by the lack of respect shown. If there's a suspension involved, I believe it should apply to both of us. My history on Xbox Live reflects my usual conduct, whereas his may reveal a pattern of disrespect. A warning would have sufficed, as I value fair treatment. As a paying customer who enjoys this game, I find the potential suspension extreme without a thorough investigation. I regret my actions and promise to handle such situations differently in the future by reporting users instead of engaging in conflicts. Sincerely, Andrew Nickerson, known as ArchDrewski.