Xbox Customer Service Issues

Archive 28

The following are issues that customers reported to GetHuman about Xbox customer service, archive #28. It includes a selection of 20 issue(s) reported February 13, 2019 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Hello, My name is Meg Taylor, and I have numerous charges from your company amounting to $10.79 each, totaling over $[redacted] within a month. I've attempted to contact customer service to address this matter, but none of the provided numbers were helpful. Consequently, I've closed the bank account associated with these charges due to the excessive and inexplicable nature of the deductions. The repercussions of these charges led to my card being declined at the gas station when trying to purchase fuel, as they caused a negative balance in my account. As a devoted single mother working full time to support three children, I value my hard-earned money and seek reimbursement promptly. Kindly get in touch with me to resolve this matter promptly. Additionally, please provide a reliable contact number for future correspondence with Xbox in your email response. Thank you. Meg Taylor
Reported by GetHuman2199699 on الأربعاء ١٣ فبراير ٢٠١٩ ١٦:٤٤
I experience frequent disconnections while playing online multiplayer games with my friends. Whenever I lose connection without receiving a notice, my friends invite me back only to inform me that I've disconnected. Even after troubleshooting by checking NAT type, testing the internet and multiplayer connection, all seems to be in order. However, trying to rejoin the party shows connection issues. I resort to restarting my Xbox, doing a hard restart, and even rebooting the router, which hampers the sign-in process and disrupts gaming. It also affects gameplay, leading to restrictions and difficulties with the external hard drive. Even upon successfully launching the game, I face challenges playing online while remaining in the party simultaneously.
Reported by GetHuman-chevkahl on الأربعاء ١٣ فبراير ٢٠١٩ ١٩:١٩
Hi, my gamer tag is WARDCLlFF C0lL. The letters "i" in CLIFF and C0lL are lowercase L, and the number "0" is in C0lL. I'm playing a game of Madden 19 Ultimate Team head-to-head season against radarrevenge. I'm currently leading 6-0 with 3:51 to go in the first quarter. However, my opponent is pausing the game because he's losing and won't unpause. I've been stuck at the pause menu for over 30 minutes, and this happened to me last week as well. Is there a way to disconnect my opponent from the game as this situation is becoming frustrating?
Reported by GetHuman-wackerrc on الخميس ١٤ فبراير ٢٠١٩ ٠٣:١٤
I pre-ordered Anthem on January 10th, unaware that it charges up to 10 days before the release. An attempted charge was made a couple of days ago when I didn’t have the funds, but now I do. Following the email instructions to re-order, I am unable to do so on the Xbox store on my Xbox One. The game is pre-downloaded on my console, but the charge didn't go through, and it shows as not pre-ordered on my account. I've tried to contact Xbox or Microsoft for help but finding it difficult to reach a person. I just want to buy the game. Thank you.
Reported by GetHuman2207736 on الخميس ١٤ فبراير ٢٠١٩ ١٧:٤٧
My son was unjustly banned from his game console today due to an alleged inappropriate gamer picture. The photo in question depicts a female in a camouflaged army outfit, with no nudity or pornographic content as claimed. My son has saved messages from the person who threatened to report him after losing a match. Please contact me urgently regarding this issue. If a lawyer were to review this case, they would question the ban. Contact me, Lily B., at [redacted]. My son will also provide his information when reached. This situation is completely unacceptable and based on false accusations.
Reported by GetHuman2210970 on الجمعة ١٥ فبراير ٢٠١٩ ٠١:٠٣
While playing Rocket League with a friend and trading items, we encountered a streamer offering a giveaway on his stream. Naively, I traded my mystery decals with him hoping to get better ones, only to have him disappear and ban me from his stream. I tried to ask for my items back politely but he responded with offensive language and insults. After reporting him, he and his friend verbally abused me. Unfortunately, I ended up with a 14-day communication ban. I feel frustrated by this situation and would appreciate any help in resolving it. Thank you.
Reported by GetHuman2212359 on الجمعة ١٥ فبراير ٢٠١٩ ٠٧:٥١
My son needs to update his Xbox One controller so a new set of headphones will work. I purchased a Beexcellent GM-1 set of headphones for his birthday, but they did not function when we tried to use them. After some research, I discovered he needed a headset audio controller, which I then ordered. Despite following the instructions, a symbol indicates that the lead is not connected to the controller, even after trying three different leads. We attempted using the USB port on the side and back of the Xbox with no success. I suspect the issue lies with either the controller or the port on the Xbox One. Unfortunately, we do not have another controller to test. Any assistance on how to troubleshoot this problem would be greatly appreciated. Thank you. Regards, Dave
Reported by GetHuman2215031 on الجمعة ١٥ فبراير ٢٠١٩ ١٧:٠٣
Today, when I tried to sign in to Xbox, I encountered an issue with my account. It prompted me to resolve it at account live.com, where I discovered I was temporarily banned without any explanation as to why. When I attempted to input my cell phone number to receive a code and lift the ban, I was notified that I had reached the limit for daily attempts, even though it was my first try. It seems someone else used up my chances to receive the code, likely the same person responsible for the ban. Now, I'm unable to access my Xbox account as I can't verify with my cell phone number due to the exceeded daily limit.
Reported by GetHuman-zackling on السبت ١٦ فبراير ٢٠١٩ ١٨:٥٦
Xbox One Help: Facing an issue with my Xbox Live account, I followed my boyfriend's advice to remove my account from the Xbox. Unfortunately, I didn't remember my Microsoft account email initially. After figuring it out, my boyfriend helped me change the password for easy recall. Yet, every login attempt on my Xbox One shows my account suspended due to too many tries. I need assistance to unlock my account. I possess all necessary details for verification and assure you of my identity. Looking for guidance on how to regain access to my Xbox Live account. Appreciate any help provided.
Reported by GetHuman2224238 on السبت ١٦ فبراير ٢٠١٩ ٢١:٥٩
I primarily play Modern Warfare 3 online, and I don't use a disk; it's downloaded on my system. However, I've been facing an issue where after a match, the "fetching your profile" message pops up, disrupting the game with errors like Xbox Live server interruption. Can you please explain why this is happening? Another concern I have is regarding modded cheat codes still being allowed on Xbox/Microsoft. It's frustrating to encounter players using cheats, making it unfair for those of us trying to play honestly. I hope you can address these issues and ensure a fair and uninterrupted gaming experience on Xbox Live. Thank you.
Reported by GetHuman-eddienrj on الأحد ١٧ فبراير ٢٠١٩ ٠١:٢٢
Our son owns an Xbox account, and he left for boot camp on January 14, [redacted]. Recently, his account was charged $10.65 while he's away. We are requesting a refund for him and to halt the Xbox Live service while he's absent. He can reactivate it when he returns. We have his online ID, email address, and debit card number, but not his password. Can someone kindly assist us with resolving this matter? I am not familiar with Xbox and would prefer to communicate via phone. Thank you.
Reported by GetHuman2227790 on الأحد ١٧ فبراير ٢٠١٩ ١٧:٢٣
I purchased two $60 pairs of Xbox headphones with built-in microphones for my kids, who game online on their own Xbox One consoles. Despite investing a significant amount in consoles, controllers, games, and Xbox Live subscriptions from your company, one pair of headphones stopped working in less than a week. The sound only comes out of one ear, leading me to believe there is a loose wire. I am disappointed as we bought these headphones as an upgrade from cheaper ones that still work fine. While I once swore off Xbox products due to past issues, my kids convinced me to try the Xbox Ones. I am unsure how to proceed with getting the faulty headphones repaired. Initially, I considered using the old headphones, but the fact that the new ones failed within a week prompted me to reach out to see if your company would address this issue.
Reported by GetHuman-steinwbs on الإثنين ١٨ فبراير ٢٠١٩ ١٧:٤٩
I purchased an Xbox Live Gold Card for 12 months for $59.99 from Walmart. It was a Christmas gift from my dad for my son, who has been eagerly waiting to use it once we had Internet, which we just got on February 18th, [redacted]. However, when we tried to redeem the code, it didn't work, stating it had already been redeemed on January 7th, [redacted]. We're confused because we haven't used it yet. We understand that this might not be your fault, but we are unsure how to proceed. If someone could kindly reach out to us at [redacted], it would be appreciated. My name is April Hill, and my husband is Thomas Hill. We would like some assistance in resolving this issue.
Reported by GetHuman2237993 on الثلاثاء ١٩ فبراير ٢٠١٩ ٠٣:٠٨
I purchased "Crackdown 3" for Xbox on 2/15/19 and enjoyed it for two days. On the evening of 2/17/19, I encountered an issue where the game wouldn't load past a black screen. I attempted various troubleshooting steps such as quitting the app, hard resetting the Xbox, and reinstalling the game to no avail. I even checked the disc for any damage but found none. Interestingly, when I tried a different game, it worked fine. I contacted GameStop where the game was purchased, and they advised me to reach out to Microsoft or check for any server issues. I would appreciate a callback to help me resolve this frustrating issue.
Reported by GetHuman2242205 on الثلاثاء ١٩ فبراير ٢٠١٩ ١٧:١٦
My son has Xbox Live and downloaded Fortnite a while back, spending over £[redacted] on cosmetics. We attempted to set up an Epic account in October [redacted] to cross-play with friends on other platforms, but using the same email as the Xbox Live created a ghost account. Despite trying a different email address, it didn't work. Recently, his Epic account automatically merged with platform play, but on February 14th, he lost access to his skins when trying to set up two-factor authentication. Unable to remember the password for the ghost account, we're at a loss. Despite reaching out to Epic for help, they couldn't assist due to lack of info. My son is devastated having spent a significant amount. Is there any way to recover his skins on Xbox Live or undo the merge with Epic? I'm not tech-savvy and need straightforward guidance. Any help would be appreciated as he has lost Christmas and birthday money on this game. Thank you.
Reported by GetHuman2244301 on الثلاثاء ١٩ فبراير ٢٠١٩ ٢٠:١٤
I need help with a situation involving my uncle's debit card being mistakenly used by my 12-year-old cousin on Xbox. Unauthorized transactions totaling over $3,[redacted] were made for in-game purchases without my uncle's knowledge. My uncle only intended the card to be used for monthly Xbox Live renewals. These expenses went unnoticed because my uncle was away for work and not checking his bank statements. My uncle is not the child's father, which complicates the issue. The account is in my cousin's name with the email [redacted] and the user ID "flying cobra513." We are prepared to provide all necessary details for a refund request and can confirm the exact unauthorized amount spent by the child. The card has been canceled, and we are eagerly awaiting a resolution. Feel free to contact me at [redacted] or call [redacted] for a prompt response.
Reported by GetHuman-brycefre on الثلاثاء ١٩ فبراير ٢٠١٩ ٢١:١٢
I recently switched hard drives on my Xbox [redacted], upgrading from a 4-gigabyte drive to a [redacted]-gigabyte one that my friend no longer needed. I transferred my account and data successfully but now I'm facing issues with downloading updates for Minecraft. Every time I try, I receive an error message stating that some downloadable content is corrupt and needs to be reinstalled from the Minecraft store. I've attempted to delete and redownload the content, yet the problem persists. Furthermore, in-game, I can't use the right joystick to look around, only strafe and move forward and backward. I'm unsure if the downloaded content is even present in the game. Any advice on how to resolve these issues would be greatly appreciated.
Reported by GetHuman2247161 on الأربعاء ٢٠ فبراير ٢٠١٩ ٠٢:٥٩
I recently discovered my Xbox account has been suspended from voice chat and messaging features. I am dedicated to gaming on Xbox, spending about 12 hours every day, and have never engaged in any inappropriate behavior. It appears a fellow player falsely reported me out of spite for winning a game. I kindly request for my account to be reinstated as I've never faced suspension before. You can reach me at [redacted] or through my email [redacted] My username is Mr 1pumpd. I urge for the suspension to be lifted so I can participate in the upcoming Fortnite tournament. Winning this tournament holds a prize of $[redacted],[redacted]. While I understand if messaging needs to be restricted, I plea to be allowed to use my headset for gaming. Xbox is my escape, and I sincerely hope to continue enjoying it without any interruptions or having to switch to PlayStation. Your assistance is greatly appreciated.
Reported by GetHuman-rcostas on الأربعاء ٢٠ فبراير ٢٠١٩ ١٨:٣٣
I am currently dealing with a wrongful suspension issue regarding my Xbox One. Despite not using any mods or hacks, I was threatened with immediate suspension after a conversation with a user whose gamertag is "runfourdeathfourfourzerofive." I find this situation unacceptable and frustrating, especially since I have only owned the Xbox One for less than two months. I am considering seeking legal assistance if this matter is not resolved promptly. I intend to document my entire system and its operations through video recordings to demonstrate my innocence. I am dissatisfied with the service provided, considering the significant amount of money invested in the Xbox One. I am requesting a call from a human representative to address this issue before taking further legal action.
Reported by GetHuman-deadboye on الخميس ٢١ فبراير ٢٠١٩ ٠٠:٤٢
Dear Sir/Madam, Subject: HyperX CloudX I am writing to bring to your attention an issue I encountered with the HyperX CloudX headset. A few months after receiving it as a present from my grandmother, the headset broke quite easily. The wire snapped when it accidentally hit my chair, rendering the microphone inoperable. As an avid Xbox user who enjoys playing and communicating with friends, the headset's breakdown has been disappointing. I appreciated the quality of the product compared to previous ones and found it to be an important tool for my gaming experience. Given its high cost, I was surprised by its fragile build. I no longer have the receipt or insurance for the headset, which may complicate matters. However, I am not seeking a free replacement but rather a discount on a future purchase. I value your brand and hope for a resolution that reflects your commitment to product quality. Please contact me via email to discuss how we can address this issue. I look forward to your response and the possibility of continuing to support HyperX products in the future. Best regards, Liam
Reported by GetHuman2263331 on الخميس ٢١ فبراير ٢٠١٩ ٢٢:١٦

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