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XBL Billing Madness
KiTA
Registered User regular
Registered User regular
Bumping this up from the Mass Effect page.
Called MS Customer support per xbox.com's email. But first I clicked on the links on billing.microsoft.com and it sent me to a dead MS page and then a dead xbox.com page. I sent a support email and got the following back:
The first droid on the phone said - "Your account has been sent to collections due to a billing violation, they are the only ones who can remove this hold on it."
Nevermind that one of my other credit cards is working JUST FINE on this account. Nevermind that they've put about $10 in $1 holds on my card (once every time I've tried to get it to work). She was totally reading from a script, but hey, who knows, maybe collections might be in America.
... and the phone number she gave me was for MSN Technical Support.
... Which transferred me right back to the first number I called.
... The new guy is explaining my Xbox Live Gold membership free trial was up for renewal (!?) in August and that they couldn't charge me, so they blocked my entire account from accessing XBox Live Marketplace and sent me to a collections agency.
... And this guy sent me right back to the goddamed same phone number I called in on.
... And THAT guy told me to call the exact same two numbers and that he couldn't help me. (800-8090923 and 866-2199352)
... And THAT nice lady (I lied and said I had a MSN account, I guess technically I do) told me to call 866-6724551. AND TRANSFERRED ME!!!!
... To someone who told me that he was MSN Billing Collections only and told me to call 800-4699269
... WHICH IS THE SAME GODDAMNED FUCKING PHONE NUMBER I CALLED INITIALLY. ... But this time the phone system recognzied me and asked me if I wanted to talk to someone about my existing case, and then transferred me to someone in the US, who knew exactly what was going on and is currently conferencing in Billing so we can try and delete/re-add my credit card.
... And the new billing guy told me he doesn't have a phone number, and to just ask Cust Support to transfer me to Billing (and they told me that's not possible)... He seems to think I want to add a credit card, but um, no, not so much... Oh, but my gold has been canceled, which has put my account in "right to decline" status, which means I am now blacklisted from XBox Live... but hey, if I want to make a NEW ACCOUNT and rebuy EVERYTHING I have on Xbox Live... I can. Woo. Fuck that noise, so I ask for a supervisor...
... Who is telling me to call 800-8090923 and/or 866-2199352.
Am I the only one who has ever went through this crazy shit? Any advice on how to get Microsoft to stop being stupid?
Maybe you guys will know.
Every time I try to add MS Points to my live account, I am told the card is denied.
I check, my card is fine. Used it just a bit ago.
I check on billing.microsoft.com (which is horridly broken and half the damned links don't work), it allows me to update the card, which goes through, which says "we successfully billed your card, it's ready to use", I get a $1 hold on my account from Microsoft, and... my card stays declined. My card even says it's status is "Declined" in the billing page -- and refers me to a dead link on xbox.com to talk to support.
I added another card (which I can't use) and it worked fine. Status: Good.
Any ideas? I tried to send the idiots an email but I am not so positive as to my success with Microsoft's Indian tech support division. Am I regulated to buying MS Points Cards?
Called MS Customer support per xbox.com's email. But first I clicked on the links on billing.microsoft.com and it sent me to a dead MS page and then a dead xbox.com page. I sent a support email and got the following back:
Hi KiTA,
I am Scott with Microsoft Xbox services.
This e-mail acknowledges our receipt of your message to Xbox Customer Care. We appreciate you taking the time to write us with your concerns and value you as an Xbox customer. We do apologize for any inconveniences that you might have.
I understand that you have issue with billing on Xbox Live account. It is advisable that you call Xbox Customer Support. This is due to the nature of the issue. We cannot resolve this problem over this method and requires further scrutiny.
You may also choose to call Xbox Phone Support.
For US and Canada customers, you may call Xbox Customer Service at 1-800-469-9269 at your earliest convenience, and we'll be happy to help you. We are open everyday from 6am to 10pn US Pacific Time.
For international customers, please contact Xbox Customer Service in your local region. (To find the correct Customer Service number for your region first use this link http://www.xbox.com/en-US/ChangeLocale.htm to select the appropriate country and then use the contact number found under the support menu). You may also choose to call international assistance (direct dial to the US) by dialing 425-635-7180.
To expedite service, please provide Service Request Number 109(REMOVED) when you call.
Thank you for visiting Xbox.com. If you should have future questions on Xbox products or services, please be sure to revisit our Web site as we are continually adding information to enhance our service.
Best Regards,
Scott
Xbox Customer Care
http://support.microsoft.com/
The first droid on the phone said - "Your account has been sent to collections due to a billing violation, they are the only ones who can remove this hold on it."
Nevermind that one of my other credit cards is working JUST FINE on this account. Nevermind that they've put about $10 in $1 holds on my card (once every time I've tried to get it to work). She was totally reading from a script, but hey, who knows, maybe collections might be in America.
... and the phone number she gave me was for MSN Technical Support.
... Which transferred me right back to the first number I called.
... The new guy is explaining my Xbox Live Gold membership free trial was up for renewal (!?) in August and that they couldn't charge me, so they blocked my entire account from accessing XBox Live Marketplace and sent me to a collections agency.
... And this guy sent me right back to the goddamed same phone number I called in on.
... And THAT guy told me to call the exact same two numbers and that he couldn't help me. (800-8090923 and 866-2199352)
... And THAT nice lady (I lied and said I had a MSN account, I guess technically I do) told me to call 866-6724551. AND TRANSFERRED ME!!!!
... To someone who told me that he was MSN Billing Collections only and told me to call 800-4699269
... WHICH IS THE SAME GODDAMNED FUCKING PHONE NUMBER I CALLED INITIALLY. ... But this time the phone system recognzied me and asked me if I wanted to talk to someone about my existing case, and then transferred me to someone in the US, who knew exactly what was going on and is currently conferencing in Billing so we can try and delete/re-add my credit card.
... And the new billing guy told me he doesn't have a phone number, and to just ask Cust Support to transfer me to Billing (and they told me that's not possible)... He seems to think I want to add a credit card, but um, no, not so much... Oh, but my gold has been canceled, which has put my account in "right to decline" status, which means I am now blacklisted from XBox Live... but hey, if I want to make a NEW ACCOUNT and rebuy EVERYTHING I have on Xbox Live... I can. Woo. Fuck that noise, so I ask for a supervisor...
... Who is telling me to call 800-8090923 and/or 866-2199352.
Am I the only one who has ever went through this crazy shit? Any advice on how to get Microsoft to stop being stupid?
KiTA on
0
Posts
http://consumerist.com/5038399/microsoft-charges-you-50-for-two-months-of-xbox-live
http://consumerist.com/5039059/update-microsoft-offers-full-refund-to-overcharged-xbox-live-member
Apparently I'm passed "decline status" and at "auto-canceled".
ww.youtube.com/watch?v=A-n1tQQS-cc
http://www.neowin.net/news/main/09/01/20/bang-on-outsourced-xbox-support-is-completely-useless-2
Supervisor is telling me that I have to call collections at 800-8090923 866-2199352 and they MIGHT be able to help me, but maybe not -- and if they can't, I'll have to buy every DLC I own again. Oh, and I should wait 48 hours to try again, because their phone system might be broken.
Basically I was just told to GTFO.
Thoughts:
1. I now know why at MyJob people get so pissed when we transfer them to India.
2. Don't they HAVE to delete my credit card on file if I request it? I thought there was a law about that.
I never asked for this!
https://steamcommunity.com/profiles/76561197970666737/
Switch - SW-3699-5063-5018
EECB? I am only a very casual Consumerist reader. MyJob ends up there quite frequently and we send them around at work.
I donno what to do at this point. I am fairly certain this is just a way to get me to stop calling, but I figure 48 hours will be a good time to wait. Unfortunately the next time I'll have 4 hours to spend on the phone is Thursday unless I take a sick day at work, so... Probably going to just wait until then and stay on the phone until they fix it one way or the other.
I will also give a try for a Points card tomorrow while on lunch at work.
- The Four Horsemen of the Apocalypse (2017, colorized)
Ha! I know that works at MyJob, might try it here if next week doesn't bring progress.
Hope you can work something out.
It would be HILARIOUS if these idiots over in India are just reading the wrong script to me, though. haha.
No, fuck that. You've been dealing with this for a week? The time is now. Fire off the EECB.
Just make it friendly, and clear. Detail exactly what has been going on (if you have the names of the people you've spoken to on the phone, so much the better). The friendly part is important, though... if you're an asshole in the e-mail, you're only hurting yourself. Tell them exactly what happened, and exactly what you want (your credit card to work with your XBL account, maybe some MS points for your troubles). Send it off, and heck, CC Consumerist's tips line on it.
Edit: I should note that sometimes this doesn't work that well. Mine to Men's Wearhouse was ignored... however, once Consumerist featured my story on their site, I got some damn fast results. MS responds well to EECBs, however.
https://steamcommunity.com/profiles/76561197970666737/
Tomorrow I will be buying a MS points card of some kind, and trying that. If that works, I know India is full of shit and they just don't have a script for this situation. I will then be calling back over and over again until I get a resolution, I can do so all day Thursday, I have nothing else to do other than WOW, and hey, I can call while LFG and cleaning house.
I really don't know why the hell I would be sent to collections anyway. I was on a gold free trial that to be honest I don't even remember signing up for. I could have sworn I was on a Silver package the entire time. They also made no attempt to contact me in any way shape or form about this. I certainly feel no need to pay for a year of XBL Gold that I did not (and could not) have used.
Anyway, I figure if that doesn't work I'll be calling back all day Thursday, and if they send me right back to the same phone number again, I'll escalate each and every time until I get some sort of resolution. It's nice to work at a callcenter and know that 99% of callcenters will fall over backwards if you demand a supervisor.
If by the end of the day on Thursday (my next day off) I don't have a resolution I'll do the EECB and email the Consumerist at the same time.
800-4699269 - Email guy told me to call this one, I believe this is 4MY-XBOX but not sure offhand.
800-8090923 - First number I was told to call, MSN Support (sounds like Internet support)
866-2199352 - Second number I was told to call, rings back into the main XBox support number.
866-6724551 - MSN Billing, was told they can't help me and to contact 800-4699269 again.
1091387783 - "Scott" the email guy, told me to call 1-800-469-9269.
1091498463 - Young Indian woman, kept trying to pidgeonhole me into specific scripts ("So you cannot get on Xbox live?" "So you have a question about our billing policies?", etc.) Finally gave me the MSN Internet Support Number when she figured it out.
1091499783 - Gave me a different number, said that I was sent to collections for my Gold Account, and that they couldn't help me until Collections fixed it.
1091500786 - Gave me the same numbers and refused to transfer, telling me it was impossible to be transferred by Xbox support.
*No Number* - MSN Lady, told me she couldn't help me but transferred me to MSN Billing Support
*No Number* - MSN Billing Support, who told me they couldn't help me and sent me back to XBox General Support
*No Number* - American with a T name (Tyrone? Tyler?), transferred me to a Billing specialist from India who couldn't help me.
1091505035 - Supervisor, told me that there's nothing they can do, to call... themselves... again... and that maybe I should try again in 2 days due to possible phone screwups. Oh, and no promises that even collections will be able to fix me, and all my DLC is null and void.
Here is Steve Ballmer's e-mail: steveb@microsoft.com
Seriously, he (or rather, his secretary I suppose) gets shit done.
That is the closest phone number to Steve Ballmer available to the public, goes to his secretary.
If you decide to go this route make sure you've got a loose script written up of what you want to say if you go this way, or you'll look like you don't know what you're talking about, and will probably not get much done.
And yeah, plan is to try a points card tonight and if that doesn't work, 1 more day of calling and then Steveo will be one of the execs I EECB.
That CAN'T be right, and I'm fairly certain it can't be legal, either.
I wish they wouldn't, especially since it's so easy for someone to social engineer the phone people and take your account. All they have to do to ruin your day is hit X and buy a shitton of points.
India is full of shit. The calls begin anew the second I can get some time.
No, I ended up with six months of Gold and nag mails about updating my CC info. Eventually my account got disabled.
I got it enabled again by buying some MS points with a CC, but I'm sure as hell not buying Live with a CC again with their incredibly stupid policies about having to call them to cancel your recurring Gold payments.
A similar thing happened to my brother. He had a sweet xbox live name on the original xbox live (since beta even) and he can't port it to xbox 360 even though he's paid for it because it doesn't have a windows live account attached to it, and you can't attach a windows live account to it...
SC2 NA: exoplasm.519 | PA SC2 Mumble Server | My Website | My Stream
Yeah, support sucks. I wish I could wave a magic wand and make it better, but alas, I have run out of mojo.
- Don't add me, I'm at/near the friend limit
Steam: JC_Rooks
Twitter: http://twitter.com/JiunweiC
I work on this: http://www.xbox.com
I do the monthly renewal, which seems to go fine. I could probably save some money by buying six-months, but I find this is more convenient.
Or they could, you know, fix it. That'd be cool too. I think it'd be an amusing anecdote to say I called MS 30 times in a single day trying to get their droids to fix my account, though.
Edit: I also need to test to make sure I can play online, that's something I should probably do tonight, eh?
Or even better, not paying for peer to peer gaming and get a good gaming PC or PS3. Largely the same games, none of the added cost.
Gaming on Xbox Live is a very different experience than gaming on a pc. Sure, the core element of playing games with other people is still there, but having a friends list across all games makes it easy to see what your friends are up to and makes it easier to organize games. I see it as more similar to a LAN party, where when people log in its like they "show up to the party" and depending on what games they have/want to play you find stuff you want to play with them. It's much more based around gaming with people you know outside of Xbox Live than PC gaming, in which most people just join a server with a map they like and play whoevers on. And although games are starting to incorporate voice chat now, and things like Vent allow it in all games, it is alot easier to know that whatever game you pick up is going to have full voice functionality, without having to hold a finger on a certain key which may harm your skill (unlike in-game voice on PC), and that everyone will have it without having to search for third party software (unlike with Vent.)
That said, PS3 does a good job of emulating this, but it doesn't seem to flow as naturally or intuitively as Xbox Live.
At first, I would argue Xbox Live (on original xbox, before any patching) was more similar to how the PS3 or Steam are now, but with the Xbox 360 it really has evolved.
It's these stories that led me to use the game cards instead of a credit card for XBL membership - plus, you can usually get good deals on the cards. I just extended XBL by 13 months for 30 bucks.
Rooks is safe, but he knows plenty of people who weren't as lucky.
Clearence camera kits was a favorite gift of mine for awhile, I remember getting six or seven of them at $10 a piece.
Walmart had them cheap awhile ago, and EBAY can have some good deals as well.
Yes, I've spent the past few games saying goodbye to many friends and co-workers not as lucky. It's been a sucky experience.
Anyway, yeah the game cards are the best way to add to a membership. It helps that so many places run deals with them too.
- Don't add me, I'm at/near the friend limit
Steam: JC_Rooks
Twitter: http://twitter.com/JiunweiC
I work on this: http://www.xbox.com
Are your credit cards different country than where you listed the location for your XBL account? Like, do you have american credit cards, but when you created your XBL account, you were living in another country (say Canada) at the time so you put that as your location?
I've seen this error many times before and it was always due to something along those lines. Just curious. Glad you were able to get your points.
Let me show you what I mean. I just clicked over to something in my account (thanks for reminding me, by the way):
Note that NONE of these actually allow you to cancel anything on the web. You have to call anyway. Despite them having like 30 different sites, one for each service.
@gamefacts - Totally and utterly true gaming facts on the regular!