Complaint Review: MicroSoft XBox Live

May 2012, my son found a "great" X-box Live deal.  Two months for $2.  They didn't mention that they also auto renewed it every month. 

When I noticed the repeated charges, Brandon looked online and was recommended to go through his X-box and removed the debit card.  Not good enough- he didn't know that he had to cancel the auto renewal that we didn’t know he had. 

When I next noticed the charges, Brandon called to have Microsoft remove the debit card, but was told there was NO card attached to his account-Problem solved-Not So Much-he still didn't know to tell them to stop the auto renewal, that magically knows the non-attached debit card number AND we don’t know about. 

In February, my debit card expired, thought “Problem Solved Now” I’ll get a new card.  Oh No-Same number, updated expiration date. Credit Union still processed charges. 

Was told that it’s not X-Box’s fault if the credit union processed the charges-Excuse Me-unauthorized charges!!!

Now it has been a year and enough is enough and I call when I see the charges still showing up. 

After over an hour on the phone, X-Box:

1. went against policy and refunded 2 months-oh how nice- they are keeping 10 months.
2. advised that if I wanted more money refunded, I should work with my bank and see what they would give me.
3. removed my debit card from the account-hmm-thought that was done before.
4.  informed me that the floor manager that authorized the 2 month refund was the “top gun” that customers can talk  to.  If I call back Monday I will get another floor manager. Really,   nobody higher will talk to customers?      
5. But here is the address for their legal department

MicroSoft Legal Department

Attn: X-Box Legal Group

1 MicroSoft Way

Redmond, WA98052

 How do I know there will be no more charges? “Well, we took the card off the account!”  Okay, Been there-Done that-Didn’t work!

But what do I do if there are other unauthorized charges? Re-explained that this was the third time we tried to resolve the problem and were reassured it was taken care of.  “Well, there is no record of the other call, maybe there was another account, I don’t know what your son did or who he talked to.”

We didn’t even now it was an auto renewal subscription.  “We do that to make it easier for customers.” 

Well it’s not, who can I talk to about this situation.  Even if I can’t get my money back, something need to be changed, it’s crazy, the number of people on the internet with this sort of problem.  I did give you the legal department’s address.

Fine, but what do I do IF there are more charges?  You’ll just have to call us back.  Thanks for calling.

Oh, come on-Really!?!?!?