Xbox live customer service sketchy and screwing me over

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blueadept33

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#1 blueadept33
Member since 2005 • 25 Posts
The deal is I had a live account and everything was fine. One day my xbox died, the e-mail address tied to the account died and (since it was over a year and a half since I logged in, I made it only for the xbox live service) I couldn't remember my password, I wanted a new gamer tag anyway, so I call in and canceled it. I then make a new account on my new console using a new e-mail address, making sure to log into the new address at least once a month. Now I have been getting charged for both accounts since that time. I haven't known because my online banking doesn't start on the 1st to 30th/31st, it starts on the 8th, 9th etc. And they were charging me at different times of the month separately so when glancing over it, it just looked like I was being charged once a month. This month they charge me twice on the exact same day. This is what brought it to my attention, so I went back looking at the other months and they were charging me twice but at different times that were so spread out in my statements so I didn't notice. The cancellation of the old account and the creation of the new one happened on the same day, 04/03/08, and my statements don't go back that far, only 6 months but back six months I have been getting these double charges and I am sure they will go back all the way to that day. The guy on the phone says I can't do anything and is running me around in circles. So I ask him why can't he can't find this in his records. And he goes, actually sir, your second account was made in june 2, 2009. So I have been getting charged twice without even having the second account? He couldn't make any sense of it, and his supervisor just ran the same circles, in fact the supervisor said I could speak with his supervisor and I am pretty sure they just passed me along to the person next to them making me wait 10+ minutes every single time. I try to reason with him, my friend can see the account has not been logged in since march '08, and obviously they can as well, but they just tell me "the service was available to you" to justify all the things that they are telling me that don't make sense. After the phone calls, the first account which had no connection to the second account was suddenly tied to my second account, aka, I logged in and it would show the achievements side by side which never happened prior to calling in. I had the reference number written in a note pad for the cancellation, but I lost some documents that I forgot to back up after upgrading to leopard, and now snow leopard. I find it convenient that this is one of the places that don't e-mail you the reference number after you call tech support, especially given the large number of subscribers. If anyone knows how to talk to someone higher up or a way to resolve this it would be nice, otherwise just take it as a lesson to only use prepaid cards.
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joseph_mach

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#2 joseph_mach
Member since 2003 • 3898 Posts

They will still have a record of your call and should be able to locate your case by address, name, or other piece of information you can provide them. I actually had a similiar problem with Xbox Live, and had to ask for a supervisor several times. Just be patient with them and give them a bit of your time to help you resolve your problem. I found them very willing to listen to me and very professional. I know it can be frustrating and by the sounds of it, expensive at that for you as well. Just explain yourself to the reps, and keep asking for the next level of support until you can get to some mutual point of agreement. There's not much any of us can do for you here, as it's really going to be an issue of you working with MS to get it resolved. I've got my fingers crossed for you though buddy. Good luck.

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Fro66er

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#3 Fro66er
Member since 2005 • 85 Posts

Yep, customer service is total junk from my experience. Had a RROD, so I got a new 360 and wanted to play my download live games, but seeing as I have a new 360, I had to be logged onto live just for the games to work. When this happened, microsoft didn't have the license transfer tool. So I was willing to pay again for about 8 games, but there was no way to delete these original purchases from my account and redownload.

I was willing to pay AGAIN for these games, but couldn't. Thankfully 6 months later they came out with a license transfer. All is good now...

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