Complain About Xbox Game Pass - learn how to file a complaint

Best Ways to Complain to Xbox Game Pass

Navigating their support system can feel like a game in itself, one you're set up to lose. Here are the most direct ways to get in touch.

Immediate to an hour for a callback, but honestly, it feels like an eternity.

• Have your Gamertag and the email associated with your Microsoft account ready.
• Call or request a chat during off-peak hours, like mid-morning on a weekday.
• Take screenshots of any error codes or billing statements before you contact them.
• Clearly state what you want, for example, a refund for a specific charge, not just that you're 'unhappy'.

If the support agent can't or won't help, don't just hang up. Your first step is to ask to speak to a supervisor or manager. Be polite but firm. If they still don't resolve your issue, it's time to go external.

Your best bet in the US is the Better Business Bureau (BBB). You can file a complaint online at BBB.org. You'll describe your issue and what you want, and the BBB forwards it to a corporate contact at Microsoft. The company is then expected to respond. BBB works, but prepare to wait. Microsoft usually responds, but it can take a couple of weeks. Remember, you should always try to resolve it with Xbox support first, as the BBB will ask if you've already done that.

Subject: Formal Complaint Regarding Account [[Your Gamertag or Account #]] - Unresolved Billing Issue

To Whom It May Concern,

I am writing again to resolve an incorrect charge on my account. Despite contacting support on [[Date of first contact]], the problem remains unsolved, and frankly, the amount of time I've had to spend on this is incredibly frustrating.

On [[Date of charge]], my account was charged [[$Amount]] for [[Description of charge, e.g., 'Game Pass Ultimate renewal']]. I had already turned off recurring billing on [[Date you turned it off]], well before this charge was processed. This is either a technical error on your end or a misleading billing practice.

To resolve this, I require a full refund of [[$Amount]] to my original payment method immediately. I also need written confirmation that my subscription is cancelled and no further charges will be made.

Please be aware that if I do not receive a satisfactory response and refund confirmation within 72 hours, my next step will be to file a chargeback with my bank and submit a formal complaint to the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a reference number. The second you connect with an agent via chat or phone, ask for a case or reference number. If you get disconnected, which happens, you won't have to start from scratch.
• Use specific keywords. When talking to a bot or agent, use clear, simple phrases like "billing error" or "refund request" to get routed correctly.
• Go public. A user on the Xbox subreddit mentioned they got a response in under an hour by posting their issue and tagging @XboxSupport on Twitter. It's worth a try.
• Request written confirmation. Whatever they promise you on the phone, ask them to send a summary in an email. Promises made verbally have a funny way of disappearing.

Tired of navigating the Xbox support maze just to talk to a human? Sound familiar? It's a loop of unhelpful bots and long hold times designed to make you give up. I saw one person on a forum say they spent 45 minutes just trying to get a callback scheduled. No joke.

Instead of wasting your afternoon, let Pine AI handle it. We send the formal complaint, manage the back-and-forth, and push for the resolution you deserve. No bots, no hold music. We just get it done so you can get back to, you know, actually playing games instead of fighting with the company that sells them.