This is a complaint about the business practices of Microsoft and their gaming division with billing for their Xbox Live (XBL) Gold membership. November I signed up for XBL Gold using my credit card number by linking it to my XBL account. Not being sure of the quality of the paid service, I opted for using the option to pay on a month-by-month basis for the amount of $7.99 to avoid commitment. Over the course of 3 months I have experienced excessive disconnects and issues logging onto the servers. Unsatisfied with the paid service, I decided to cancel my XBL Gold subscription. This is where it begins.
I accessed my account information to change my service from Gold to Silver (paid to free) and found that there is no option for this. Only choices available are to switch from month-by-month to 3 month or annual subscriptions. Hearing that Microsoft claims you can edit or change your billing information via Xbox 360 console or through the website (www.xbox.com). This is where I went next, only to find out that users are unable to remove or edit CC information. The only option available is to edit the billing address.
Running out of options, I contacted customer support (800-4MY-XBOX) in attempt to cancel a subscription no longer wanted. The representative, although very nice, seemed to have trouble understanding my simple request of canceling the paid subscription. I had to literally state; Microsoft is no longer authorized to use my CC. Please remove it from my account. This, she understood clearly. I was told that I would no longer be billed, that my account was updated with the removal of my CC number, and finally I was given a confirmation number.
Two in half weeks later I was billed again. Furious at this point, I contacted customer support again to resolve the matter. As many have reported here as well as through other news outlets and forums, the service was unacceptable. Complete unsatisfactory. Worst experience with a CUSTOMER SERVICE department ever. They claimed that the billing I recently received was a valid charge and would not be refunded. Absolutely ballistic at this point, I reminded the technician that I had explicitly said Microsoft is no longer authorized to use my CC. He then continued to tell me the billing is valid and no refund would be offered. I asked to speak to a supervisor or manager that would be able to assist me since he not willing to do so. The technician then expressed that the supervisor (or manager) would say the same thing. Beyond the imaginable hostile state, I told the person on the line as calmly as possible (which was very difficult by this point) that I had requested to speak with a manager four times already then announced that I was about to ask the fifth time. After sitting on hold for 15 minutes with no update as to how much longer I had to wait, the hold music stopped. Another 10 minutes of silence went by before finally getting disconnected. I was hung up on.
Not being able to resolve the matter with Microsoft directly, I contacted my credit card company and explained the situation. Within minutes I was able to rectify the situation through a third party, not through Microsoft. The transaction was disputed and treated as stolen CC information. Until I receive my replacement card, I am forced to go to the bank before doing any shopping as most places no longer accept checks. Once I receive my new card, I then have to update all my automated billing accounts which adds to more wasted time simply because Microsoft ripped me off.
Buyer, beware. Don't waste your money or time with Microsoft that does not deserve you're hard earned cash or valuable time.
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