Customer service at Microsoft 28 March 2020 at 11:28AM in Gaming MoneySaving 6 replies 161 views

elaine77SK

Hi, My child recently bought the Xbox Ultimate package ( around £32) by mistake. He only has a pc and should have bought the £3 for 3 months for the PC. He redeemed the code that was gifted from my credit card to his xbox account. Within half hour we realised the mistake and he cancelled downloading it. I contacted Microsoft for a refund. I had an email yesterday saying it cannot be refunded as we are not eligible. I find this extremely unfair as it says in the Terms and Conditions of resale that 

“ Some items are not eligible for return or refund........

Except for “Digital Game products', as defined below; digital apps, games etc.

digital gift cards that have been redeemed

I have spent over one and a half hours on the phone. Firstly, when I finally got through to someone in Microsoft, they said I had to contact someone in Xbox and they gave me a number and then the person in Xbox said that they could not help as the code had been redeemed from a different account ( my son's Xbox account ) and therefore was not eligible, even though I used my credit card and my microsoft account to generate the code. Again, this is not written in the Terms and Conditions for redemptions. They gave me a number to ring to complain. I said to the person,  at Xbox that I did not want to be put through to an automated line that would then direct me back to online help and this is what he did. I think this service is appalling.

I managed an online live chat with someone who said I could respond to the initial email stating that we were not eligible for a refund so I sent this message that I have posted. I have just had an email back saying " The decision on your request still stands. We are not able to disclose further information regarding the refund decision". They have not even acknowledged the poor customer service.

Any help please would be appreciated.

DCFC79

I take it this is the ultimate game pass or Game Pass Ultimate ?

elaine77SK

Yes, the Ultimate package.

DCFC79

elaine77SK said:

Yes, the Ultimate package.

Where did you buy the pass from ?

elaine77SK

I bought it from the Microsoft store from my account to give to my son on his Xbox account.

DCFC79

elaine77SK said:

I bought it from the Microsoft store from my account to give to my son on his Xbox account.

So let me get this right, a membership was bought but the wrong one.

Your first post said your son bought it but your last post says you did.

red_eye

Once you use the code it is non refundable, the code was used when the download was started.

is this code useable to you?
if so take it as a lesson learned, you could have done what I did and brought and installed dlc for a game I Didt own