Microsoft

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Microsoft account issue. After reviewing your account history, service request number ([redacted]), and conversation with our Unauthorized Access agent, it appears our agent sent...

their most recent email on 8/29. Our agent states that the information you have provided so far to prove your ownership of the affected account is either incomplete or does not match their records. If you are able to provide any further information or details please respond directly to our agent’s email or contact Xbox support at the number provided within the email. Please refer to the snipped quote below from the Microsoft Services Agreement, Section 9, part (g): “We reserve the right to issue refunds or credits at our sole discretion.” (https://www.microsoft.com/en-us/servicesagreement)    Sincerely, Microsoft Corporation

Complaint: [redacted]
I am rejecting this response because:  I have asked 3X for someone to tell me how this unit was tampered with.  Seal is still intact on this unit.  NO ONE has answered my question.  All they do is state that unit was tampered with, but no one can tell me how the unit was tampered with.  I would think it is kinda hard to tamper with a unit that still has the seal intact...  See you in small claims court. AND THANKS FOR THE NON-ANSWER.  It is almost like nobody even bothered to actually read my complaint...
Sincerely,
[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding the Xbox chat adapter issue you’re experiencing. 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: I called MS and they refused to do anything, which is why I filed the complaint.Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2014/08/18) */
Dear [redacted],
My name is [redacted] and I am contacting you from the Customer Relations Office at Skype. Your complaint to the Revdex.com has been forwarded to my attention.
I am sorry to hear that your account has been restricted...

by Skype and despite being in contact with our Customer Services team, you have been unable to get your account unrestricted. I will look into this for you.
I have been in contact with our Fraud Investigators who have monitored what has happened on your Skype account and It seems that a third party had gotten access to your Skype . Your account Skype was blocked automatically after our automated script picked up an unusual usage pattern, as blocking your account is the only way to make sure that the fraudsters will not be able to start making calls from your account.
I have also gone through your conversation with our Customer Services, as well as compared the verification data you have sent with our backend data and as there has been enough information provided to be able to verify you as the account owner, we have now removed the restriction from your account. You can continue using your Skype account. Please understand that it is absolutely necessary for us to verify the identity of the person asking to get a Skype account, that has been hacked into, unrestricted, as we need to be sure that we are opening the Skype account to the rightful owner and not the fraudsters.
Now, our Fraud Investigators have monitored the data and accesses to your account very carefully and we can see from our records that your account was accessed with the correct credentials as we see no previous failed attempts to login to your account which would indicate the person could have just tried to guess the password, nor is there any trace of brute force attack to get access to your account. That can be a clear indication that a Trojan/malware/malicious app or a hidden information collector has been installed on one of the devices you're using Skype on, which sends information to a third party who can use this information abusively. We strongly recommend you to run all possible security checks on all of the devices you use Skype on, uninstall any suspicious third party apps and close any remote access slots.
I do completely understand how frustrating this whole experience has been for you and thank you again for all your patience in dealing with this process. Please rest assured we take the feedback we get from our customers very seriously to make our services and processes more customer friendly without compromising in security and privacy of our customers. Any feedback you give us will be an immense help towards identifying the weak spots in how we support our customers and improve our services.
I hope that my email helps to shed some insight into what has happened and I thank you for all your patience and understanding dealing with this.
If you should have any questions in the meantime, please don't hesitate to contact me directly under [redacted]@skype.net, I'd be happy to help.
Kind Regards,
[redacted]
Customer Relations Office
Skype
Initial Consumer Rebuttal /* (2000, 7, 2014/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Apparently my account was finally verified and unrestricted, which means it is returned to me with the full use of it, after what may have been a hacking incident.

Complaint: [redacted]
I am rejecting this response because: I am all for someone assisting me with this over the phone. However, I am not okay with someone from a foreign country that I barely understand trying to help me. I mean I clearly stated I had a masters in IT, in MIS to be exact. The person asked me the manufacture of the computer and I told them I built the system. Asked me if I made sure it was compatible with windows 10 before I upgraded. I explained that I did and how I made sure. Then I am asked to allow remote connect so he can make sure that it is compatible. I explained that I was still having problems with it and should be up and running tomorrow. Then got asked if I needed help installing windows on a new hard drive. What part of a masters degree in IT does someone not understand. If I needed help fixing my computer I have other IT friends to contact. Lastly I was asked when is a good time for them to call me back and they asked if this time was good. I said yes and then I was asked for my time zone which I gave and then they asked me what time it was where I was at. Look all I need is that app back or some way of getting it back. Flag my account or something but do not have some person using a script from a foreign country that has no real degree in IT try and talk me through stuff. It is plain insulting. Please have someone from the states that speaks good English and has a degree that can respect my degree and not treat me like an it. Also, this system was built for windows 10 and the hard drive was taken from the old build and used with this build in preparation for the free download. It ran fine for 2 years before running into issues which I should have fixed by tomorrow. I just need that app to appease my non-verbal Autistic son and nothing else.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: THERE IS NO "SERVICE REQUEST NUMBER" WITH MICROSOFT. MICROSOFT OUTLOOK EMAIL PROVIDER IS BLOCKING MY EMAIL: [redacted]M. THEY ARE COSTING ME 100Os IN LOST INCOME.[redacted]
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: I paid full retail price for Microsoft Flight Simulator in the year 2013. The game will not accept the product key # that came with the purchase, so it won't let me access the full game potential. It is now 3 years later. I haven't given up. All I want is what I paid for ( a modern flight simulator game that allows me to access all of the features that I paid for). Sincerely,[redacted]

Initial Business Response /* (1000, 6, 2014/10/07) */
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 I can see that you had two different recurring subscriptions on the Skype account "[redacted]": Unlimited United States 3 month subscription and Skype Number 3 month subscription. Both have been paid for and are not free trials. If you have any other accounts with other subscriptions, please kindly let me know the Skype account name or email attached so I can look into this.
If you can confirm that the account in question is indeed "[redacted]", I will make an exception and issue a refund for the unused recurring orders and for the Skype Credit order. The funds will be then returned to the credit card account used as the funding source.
The payment agreement, the subscriptions will also be cancelled and no longer active on the Skype account.
Please kindly confirm the Skype account name you are experiencing issues with.
Also, please note the following:
Please note that all Skype subscriptions are recurring by default.
May I please also refer you to our Terms of Use, Paragraph 9 that each user has read and accepted prior of receiving access to any of Skype services:
http://www.skype.com/intl/en/legal/terms/tou/#payment
9.4 Recurring Payments. Where you purchase Products on a subscription basis (monthly, every 3 months or annually (as applicable)), you acknowledge and agree that this is a recurring payment and payments shall be made to Skype by the method you have chosen at the recurring intervals chosen by you, until the subscription for that Product is terminated by you or by Skype.
You can cancel the subscriptions at any time when you sign into your my account page.
Skype asks to confirm the acceptance of the terms of use prior you complete the purchase and in addition a warning is shown during the purchase flow stating the following: "Please note: This is a recurring payment. We will store your payment method and you will be charged each time your subscription automatically renews until you cancel. You can cancel any time on your account page under Subscriptions. "
Upon checking our records I can see that the Unlimited US & Canada subscription has been used until February 17th, 2014 for several calls.
Based on Skype Refund Policy (http://www.skype.com/en/legal/tou/#10) When you purchase Paid-For-Products directly from Skype you will be entitled to a cancellation period of fifteen (15) days (a "Cooling-Off Period") unless you have made use of the Paid-For-Products in any way, in which case the Cooling-Off Period will be extinguished and your purchase cannot be cancelled or refunded.
Outside of the Cooling-Off Period, only subscriptions are refundable unless used or expired.
I hope this response has been helpful.
We apologise for any possible inconveniences caused by this.
I will be waiting for your reply in order to assist you further.
Kind regards,
[redacted]
Customer Relations Office
Skype
Initial Consumer Rebuttal /* (3000, 8, 2014/10/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes account is [redacted]
and as you can see I did not use any of the services. I only barely rember signing up for the phone number with unlimited and did not notice that it was a recurring payment as I wanted to try a phone number for a voip service as compared to magicjack quality.
Still dont see why there would be 2 charges and credit if the one was unlimited. I logged into skype and tried to get messages to text and it wanted more credit (there is over $100 in credit that I have been charged) shouldnt it be refunded or kept as credit like a gift card (gift cards cant expire nor should credit) just please refund ASAP
but then completely forgot I signed up and never used it at all.
if everything could be refunded that would be greatly appreciated.
only noticed because my credit card did not work I have it set up to pay for what I spent that month and it was maintaining a balance. the rep online at skype would not reimburse anything but the 15 days prior which was nothing....
Please refund and I will gladly drop case.
Final Business Response /* (4000, 10, 2014/10/14) */
Dear Mr [redacted],
Thank you for your reply and the information provided.
I have issued a refund for the recurring orders for both the Skype Number and the Unlimited US & Canada subscription. Also for the Skype Credit order. Funds will be returned to the credit card account used as the original funding source.
The Payment agreements have also been cancelled and there won't be any further charges.
I hope this response has been helpful.
Again, we apologise for any possible inconveniences caused by this.
Kind regards,
[redacted]
Customer Relations Office
Skype

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding a billing issue. We have reviewed your situation and while we understand your frustrations, we are unable to take the action you have requested.  Microsoft cannot issue refunds for...

purchases made more than 30 days prior, and if the original purchase of Office 365 was an auto-renew subscription, your account will be charged automatically unless cancelled prior to the renew date. We apologize that we are unable to provide your desired resolution. We appreciate your time and have recorded your feedback.Sincerely, Microsoft Corporation

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your purchase. With the information provided, we were able to locate your account and see that the purchase attempts for Call of Duty: Infinite Warfare did not go through due to Risk Rejection. Our records indicate that you were only charged once for this product from Microsoft. As the agent you spoke with explained, the best way to get this resolved may be to contact your bank regarding an additional charge.
We apologize that we are unable to fulfill your request. We appreciate your time and have recorded your feedback.
Sincerely,
Microsoft Corporation

Complaint:...

[redacted]
I am rejecting this response because: I have yet to see any results from this and the work done prior to assist me with my issue. I expect results not assurances. I just want to see my account unblocked so I may use the service I have paid for on the account I own. This is a matter of my time already wasted both personally and from my subscription. I should not have to do this if either the automated system worked and/or Skype support actually helped me. I have spent far to much time on this issue "fixing" it to not yield results. I thought this would be a simple fix but now I am starting to realize it may be a far greater issue than just me. The troubleshooting steps for unlocking my VOIP should not have anything to do with billing especially considering I paid of it with a prepaid card. The next message I get in regards to this matter I hope yields some kind of results.
Sincerely,
[redacted]

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding a billing 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

Dear [redacted],
Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your product key.  We understand your frustrations and appreciate the additional information provided. While the screenshots provided show that the products are listed under "tablets," with further investigation you may see that they are also listed under "laptops." 
As previously stated, the Global Escalation Services team has thoroughly investigated this issue but is unable to provide your desired resolution.  The conclusion of this case is due to Microsoft policy and its products' terms of use, and Microsoft stands by the decision that a refund or policy exception cannot be provided at this time.
Microsoft considers this case closed and will no longer be responding regarding this issue. We appreciate your time and have recorded your feedback.
Sincerely,
Microsoft Corporation

Dear [redacted] Thank you for contacting Microsoft Corporation via the Revdex.com regarding issues you are experiencing with your Kinect promotion.  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 1-800-4MY-XBOX (800-469-9269) 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 regarding an issue with your account. We have reviewed your situation and while we understand your frustrations, we are unable to take the action you have requested. As the agent explained, the form...

must be filled out with sufficient information to prove ownership of the account. Until it can be proven, we are unable to provide further assistance in recovering the account. Your are able to fill out the form as many times as you would like.
We apologize that we are unable to provide your desired resolution as this procedure is part of Microsoft policy, and in place to protect customers like you. At this time, Microsoft considers this case closed. We appreciate your time and have recorded your feedback.
Sincerely,
Microsoft Corporation

Dear [redacted], Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with your mouse.  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. Sincerely,Microsoft Corporation

Complaint: [redacted]I am rejecting this response because:I don't have a  service request number. On the 4th I went to xbox.com and talk to a person via you online support. They lady I spoke with said the company doesn't do refunds for memberships. When I told her I hadn't use the membership nor was I able to and that I didn't feel as if I shouldn't pay for service that I couldn't use, all she wanted to tell me was that some how the request didn't finalize for the no renewal. But she didn't have a problem with finalizing it at that point. I told her I still wanted my refund, and she then told me she would love to do so, but since the payment was already processed there was nothing she could do. So I then informed her I was going to take this to the Revdex.com to have it resolved.  Sincerely,[redacted]

Initial Business Response /* (1000, 5, 2015/01/26) */
Dear Ms [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.
All Skype subscriptions are recurring by default but you can cancel the payment agreement at any time when you sign into your Skype account.
Our Help and support page provides the information.
You can read more about how to cancel a subscription here: https://support.skype.com/en/faq/FA1881
More information about how to cancel your Skype Number can be found here: https://support.skype.com/en/faq/FAXXXXX
Information about how to request a refund can be found here: https://support.skype.com/en/faq/FA297
Information about ways to get assisted support can be found here: https://support.skype.com/en/faq/FA1170
I have issued a refund for both recurring orders for 2015 and the funds will be returned to the [redacted] account. The payment agreement has already been cancelled and therefore there won't be any further charges. Also, the subscriptions are no longer active on the account.
I hope this response has been helpful.
Again, we apologize for any possible inconveniences caused by this.
I appreciate your patience and understanding.
Kind regards,
[redacted]
Customer Relations Office
Skype

Complaint: [redacted]I am rejecting this response because:There is additional information Microsoft needs from me. I am including below, the information that Microsoft has asked for in regards to the service I purchased. Please let me know if you need anymore information from me. Sincerely,[redacted]
Hi [redacted],
Your Skype Number will expire on Dec 16, 2016
The Skype Number +[redacted] will expire on Dec 16, 2016.
What do I need to do?You can extend your number bysigning in to your account. There won't be any break between subscription periods – the new one will pick up right where the old one left off.
 
 
Skype