Microsoft
Expired Card Charged for Xbox Live After Failed Billing Notice

My name is Joseph and I have xbox live and the subscription price is automatically deducted from my account each month. The expiration date on my card is 5/11. I got an email from you on 5/6 saying that you tried to charge my card and was unsuccessful because the card was expired. At the time I was not playing xbox live and had not been playing it for a couple months. So I didn't bother to update the info because I wasn't playing it anyway. I check my bank account daily and noticed on 6/7 there was a pending charge for 9.99 from xbox live. I didn't worry about it because the info I gave to xbox expired on 5/11 so the charge couldnt possibly go through but to my surprise the charge posted on 6/8. When I called customer service and asked them how you guys could have possibly charged my card on 6/11 when the info I provided you expired on 5/11. They didn't have a response that made sense but did say that it was the computers fault that it was charged after the expiration date. But because it went through they were going to keep my money and not refund it. I asked to speak to a manager because I didn't like the patronizing tone that the conversation had taken on his part. He refused at first but after I insisted he said he would put in a request and that in the meantime he was going to explain it to me again. I told him that I didn't want to talk to him anymore and that I would be more than happy to wait to speak to a manager. He insisted that he explain it to me again so I told him that I would appreciate it if he did not speak to me until the was ready for him to transfer the call. He told me that the only way I was going to get silence on this call is if he disconnects me and he proceeded to talk. After being insulted by him for five more minutes I told him to keep quiet until the manager was ready. He said will that make you happy and I said for the 10th time yes. He said fine and kept quiet until the manager was ready (another 15 minutes) When the manager was ready he transferred the call. The manager basically told the same thing but was a lot nicer about it. Being in customer service myself I told her that the way I was being treated was very unprofessional and I asked that at least as a customer courtesy if she could refund my 9.99. She said she could only refund it if it was a 12 or 24 month subscription. That didn't make sense to me but seeing that I was not going to get anywhere I told her that was all I needed help with when she asked me. I feel abused and mistreated by your staff and cheated by your computer system. I am still not sure how you charged my card when it was expired but all I'm asking is that my 9.99 be refunded to me. I've used your service faithfully and plan on continuing your service but I can not see myself doing so with this situation unresolved. The representative I spoke with first was named Hiram and the manager he connected me to was named Morigan. My reference # for the call is 1156398127. My Xbox live gamertag is jcjs82 I hope we can get this resolved, I have used Microsoft products for many years and this is my first negative response I have experienced with your reps and any billing but it weights heavily with me.

Company: Microsoft
Country: USA

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