Microsoft

Hello [redacted],
Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington.
We apologize for the delay in responding to your claim.  If you are still experiencing an issue with your product or service, please update your Better Business...

Bureau claim confirming your most recent service request number and we will be happy to investigate further.
If you have not contacted support regarding this inquiry, we encourage you to visit support.microsoft.com to get immediate assistance with the product or service you are experiencing issues with.
Sincerely,
Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding your issue.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have...

provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support about this issue, visit support.microsoft.com. Sincerely,Microsoft Corporation

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me without prejudice. But they did not say when or how they were going to contact me.  Please call me at [redacted] as soon as possible because as of now my computer is not functioning like it was before I downloaded their software.Sincerely, [redacted]

Initial Business Response /* (1000, 5, 2014/07/21) */
Dear [redacted],
My name is [redacted] and I work for Skype Customer Relations Office. My duties include responding to customer complaints.
I received your complaint from Revdex.com that you have experienced issues with Skype. I'm very sorry to read that and...

I will gladly assist you further.
Upon checking our records we can see that your Skype account was accessed by a third party who used your Skype credit for calls and SMS messages.
This indicates to a malware in the system of PC/ devices you have used Skype on or easy to guess Skype account password.
Choosing a secure password to access your Skype account is crucial. Hackers use lists of common passwords to access accounts (not only on Skype but across all websites). It is therefore critical that you use a strong, unique password.
Viruses can damage your computer and collect your private data, regardless of whether you are using Skype or not. Avoid this by following these tips:
Most viruses these days come in the form of email attachments so don't open attachments from people you don't know, or suspicious-looking attachments even from people you know. When in doubt, always contact the sender to confirm the email is legitimate, even if it looks harmless (such as an e-card or funny picture) at first sight.
The reason we blocked your Skype account in the first place, is to make sure that the fraudsters cannot continue to make calls, which could result in additional cost on your Skype account. Our usual policy is that will remove the restriction form a Skype account as soon as we have done a few security/identity checks, to make sure we open the account for the rightful owner and not for the fraudsters. The necessary checks after an incident like that include the verification of some of your payment details as well as the necessity to change your Skype account password.
First of all, I strongly suggest you to check the devices you use Skype on. Some malware isn't easy to trace. Please make sure the systems are clean.
I'm happy to help you out with the manual verification in order to help you restore access on your Skype account.
For verification we require the following information:
1. the total cost of the recent purchase order
2. date of that purchase order (DD/MM/YY)
3. the payment method used to pay for the recent purchase order (credit card, [redacted] other, never paid)
4. two numbers they have recently called from Skype or Five Skype names from their contact list
5. the email address they used when they first registered with Skype
If you feel uncomfortable providing this information through Revdex.com, please feel free to contact me directly and providing the information to [redacted]@skype.net.
As stated in the Skype Terms of Use Paragraph 6. Your Obligations
(http://www.skype.com/en/legal/tou/#6):
6.5 Your Information: From time to time, Skype may request information from you for the purpose of supplying the Software or Products to you. You shall ensure that any such information is complete, up-to-date and accurate.
I hope this response has been helpful.
We apologise for any possible inconveniences caused by this.
I appreciate your patience and understanding.
Kind regards,
[redacted]
Customer Relations Office
Skype
Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
I have already provided all the information you are requesting - see Skype Support request number XXXXXXXXXX.
I do not have a malware/virus - I am using Mac and I am working as a computer systems engineer. Might be that my password was easy to guess.
Anyway, Skype asking me the same information that I have provided several times completely UNPROFESSIONAL.
I will provide some of the info once more:
1. the total cost of the recent purchase order
Should be 10EUR (for whatever reason Skype keeps my balance in EUR instead of USD)
2. date of that purchase order (DD/MM/YY)
I dont know and I will not check my bank account - several thousand entries there in the past few months.
3. the payment method used to pay for the recent purchase order (credit card, [redacted] other, never paid)
Should have been credit card
4. two numbers they have recently called from Skype or Five Skype names from their contact list
[redacted]
[redacted]
[redacted].[redacted]
[redacted].[redacted]
[redacted]
[redacted].[redacted]
[redacted].[redacted]
5. the email address they used when they first registered with Skype
Should be [redacted]@yahoo.com or might be [redacted]@yahoo.com (my old email -now inactive)
You can also reach me at XXX-XXX-XXXX if you need more details. Please note that I have answered the questions in your forms several times. You should have all that info at least in duplicate by now. Should you need more proof I am who I am, then ask. But please do not ask for the same info I have already provided several times.
If you need more info, as I said - call me. It's a shame I had to resort to Revdex.com to obtain some attention from Skype. You are supposed to be a communications company, not a "we ignore our users" company.
Thank you
[redacted]
Final Consumer Response /* (4200, 11, 2014/07/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi [redacted],
I have changed the password for the account.
Please re-enable it for credit purchases.
Thanks
[redacted]
Final Business Response /* (4000, 14, 2014/08/01) */
Hello,
Thank you for your reply and the information provided.
I have unblocked the account.
We apologise for any possible inconveninces caused by this.
I appreciate your patience and understanding.
Kind regards,
[redacted]
Customer Relations Office Skype

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox One issue. After reviewing your complaint and conversation history with our customer relationship manager, it appears you have declined the exception that has been offered to you on multiple occasions regarding your out-of-warranty Xbox One. No further resolution can be provided. Microsoft now considers this case closed and will no longer be responding. Please refer to the snipped quote below from the Xbox One console warranty, Section 5, part (e): “Microsoft is not responsible and this warranty does not apply if Your Xbox One or Accessory is…scratched, dented, etc. or shows other cosmetic damage” (support.xbox.com/en-US/my-account/warranty-and-service/console-kinect-warranty#...⇄    Sincerely,Microsoft Corporation

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding a refund for the Xbox Live services.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have...

provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance.
If you have not yet contacted support about this issue, visit support.microsoft.com.
Sincerely,
Microsoft Corporation

Hello,My name is Kaisa and I work for Skype Customer Relations Office. My duties include responding to customer complaints. I received your complaint via Revdex.com saying that you have experienced issues with Skype. I’m very sorry to read that and I will gladly assist you further.The account...

“[redacted]” was blocked by our automatic system after account creation however the email address stayed in file and that was the reason you could see this account name.I have removed your email from file and you will no longer have any link to the deleted account. Please note that you will receive an email from Skype to your email address confirming that the email has been removed from the Skype account “[redacted]” file. This is an automatic email.I hope this response has been helpful.We apologize for any possible inconveniences caused by this.I appreciate your patience and understanding.Kind regards,KaisaCustomer Relations OfficeSkype

Better Business...

Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Additionally, in the interim time Microsft has refunded the $33.  Therefore, the issue is resolved, based on the expectation that I will not be rebilled monthly and repeat this process.  No further refund is requested.  No further action is requested.
I would suggest that Microsoft make it easier for customers to cancel subscriptions without calling in.
Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will wait for them to contact me and if I hear nothing within 48hrs I will reopen case
Sincerely,
[redacted]

I was contacted by Microsoft and they have been nice enough to take care of the problem and I have received a new controller that I was trying to get taken care of . So I am sending you this email since this is the way I was told to do so when I called in last week to let you know that the case is closed and they fixed the problem and took care of what needed to be. Thank you for your help and support with this case.. They were prompt to get this resolved with me and it was .. if you have any questions you can contact me at   [redacted] case number ID [redacted]. Again Thank You for your time and your help.

Dear [redacted],Thank you for contacting Microsoft Corporation via the Revdex.com. When a console is deemed tampered, the only option would be an Out of Warranty paid repair. The service center found that the console had been tampered with and flagged it as such.  Due to this,...

Microsoft considers this matter closed.Sincerely,Microsoft Corporation

Complaint: [redacted]I am rejecting this response because: It's 9 months after the fact. But, yes. The solution to my issue was one of 5 given to me by 5 of the Microsoft customer service agents I spoke to. But I'm not giving them credit. Essentially, one of my Army buddies (an IT Soldier) told me which solution was real. With his guidance, I delivered a cause and effect narrative to the last agent that I spoke to. The customer service agent remoted into my computer and fixed my issue. But that's less to do with Microsoft and more to do with my buddy's technical competence. My issue was resolved, but I reject both Microsoft's apology and any direct line drawn from their "help" to the solution for my issue. I know Microsoft's IT department was overloaded during their Windows 10 roll out, but that's self-inflicted and not a reason for poor service or wrong information. Honestly though, I don't want anything else to do with Microsoft concerning this. I'm actually taking classes right now so I can switch from Windows OS to Linus OS altogether by 2020.    Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: the issue has not been resolved yet. Microsoft requested service numbers. Here are the numbers. Please submit them to Microsoft.  [redacted]Sincerely,[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your upgrade to Windows 10.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the...

information you have provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance.
If you have not yet contacted support about this issue, visit support.microsoft.com.
Sincerely,
Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding issues you are experiencing with your Xbox Account.  We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information...

you have provided.  If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance. If you have not yet contacted support, you can reach Xbox support at[redacted] between the hours of 6:00AM - 10:00 P.M. Pacific Time, 7 days a week including holidays.  Sincerely,Microsoft Corporation

Dear [redacted],Thank you for contacting Microsoft Corporation via the Revdex.com.  The Xbox Listening and Advocacy team has thoroughly investigated this issue and found that the account was in violation of our terms of service. All inquiries regarding suspensions and bans must be taken up with our enforcement team using the link below. Microsoft considers this matter closed. http://enforcement.xbox.com/Sincerely,Microsoft Corporation

Dear [redacted],Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Skype issue. The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution.Sincerely,Microsoft Corporation

Complaint: [redacted]I am rejecting this response because:
 
We do not have a service request number however I can provide you the gamer tag and my Microsoft account number
Microsoft Account Email: [redacted].[redacted]@gmail.com
Gamer Tag: [redacted]
Email: [redacted]@gmail.com
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: 
Due to Microsoft's mistake, I was charged twice for an Xbox Bundle and accessories.  I did not have this amount of money in my account and this caused many overdraft fees because your corporation charged me 6 different transactions for the 2 Xbox Bundles and accessories.  I was without this money for 3 weeks and had no luck with any customer service representatives.  They kept telling me I had to wait to see the refund, and I would hear every excuse in the book as to why my money wasn't in my bank account.  My issues should have been resolved immediately when I called the company the first day that the money was stolen from me.  Instead I had to spend countless hours on the phone trying to get an educated answer about why my money wasn't in my bank account.  I finally got a customer service representative to issue a manual refund yesterday.  Why did it take 3 weeks for this to happen?  I expressed my severe need for my money back and Microsoft could not help.  This refund was only issued because I called the company.  This should have been handled way more professionally and I am highly unsatisfied with Microsoft's ethics.  I will not be satisfied until Microsoft compensates me for the $200 in fees that I have accrued from their mistake.  My 3 separate overdraft fees from my bank and the late fee from not being able to pay rent on time, equal more than $200.  The amount of stress that your company has caused my family is immeasurable.  This has been the worst thing that has ever happened with online ordering and I will be very hesitant to try ordering from Microsoft.com ever again.  Microsoft wronged me and caused a severe inconvenience on our lives.  I should not have to pay for your mistakes out of my own pocket.Sincerely,[redacted]