Of course this would happen to me when i try to get a refund.
I guess it's karma why i didn't get a refund and wasted my day.



Privacy Statement
You are now chatting with '??????'.

Me: Hello

??????: Hi ??????! Thanks for choosing Xbox Chat. How are you today?

Me: I'm good. How about you?

??????: I'm well, thanks for asking.

??????: I see there are some questions with the gamertag?

Me: What questions do you have for me?

??????: I see that ???? was trying to help you out. Was this for the Minecraft refund?

Me: Correct

??????: Ok, and she was having some difficulty seeing the account information. So let me post a link and ask you to sign in. It should say "authenticated mode" when you sign in. Then I can take a look and see if I can find the game.

??????: In order for me to resolve your issue you'll need to sign in with the Windows Live ID that is associated with your gamertag. If you need help finding the right Windows Live ID let me know.

To sign in, go here _________________

Me: Alright i'm signed in.

??????: Great, allow me just a few moments to refresh here and take a look. I'll issue that refund and be right back with you. Not a problem.

??????: Thank you so much for your patience.

Me: Thank you for your assistance.

??????: Ok, ??????, I apologize it's still not letting me in to see the access. May I ask, does it show "authenticated mode"?

Me: yes.. It does say authenticated mode.

??????: Ok, that's great. Let me try to refresh again, that is odd. hmm.

Me: What's Wrong?

??????: I'm not sure. Since we're trying to look at the account information via chat we have to depend on your sign in to authenticate the information in order for us to view the billing and purchase information. Whereas on the phone they ask several security questions and can access it this way. But for some reason it's not wanting to show that the "authentication has gone through.". Let's do this. What browser are we using this evening? (IE, Firefox, Safari,etc. )

Me: Internet Explorer

??????: Ok, let's try to sign out here on the website, don't close the chat, just in the upper right hand corner of the website. Then I'll post the link again and we'll try to sign back in.

??????: I do thank you so much for your patience. I know it's a very quick resolution, once we can get past this one bump in the road, and I know we'll get there in no time.

Me: Alright i just signed out.

??????: Ok, ??????, allow me just a moment. I'm going to see if I can dial out to you and ask those security questions. If so, what would the best number be to reach you?

Me: Sorry but all i have is a cell phone and it has no service in my area most of the time. T-mobile

??????: Ok, not a problem. Ok. We can do one other thing and try to see if it will work. Since it's not wanting to update Let's try thing. I'd like to end our conversation (Which I just hate to do) and have you sign into another session, this time we want to try to to go to our Live/Billing area. So on the drop down when it asks for a subject please enter in something like downloadable content, or billing errors. This will ensure it's in the correct department. This should help get us the account information.

Me: Alright it's fine we can try agian later or another day after the issue is solved.

??????: I'm also going to give you a reference number so the next agent can see exactly what's going on and you won't have to repeat the whole story.

??????: Ok, ?????? that reference number is ??????.

??????: I do apologize. I'm not certain why it's not showing correctly. But Yes, please try again and give the agent this number.

Me: Ok i will. Thanks for your time.

??????: Its' been a pleasure. Have a great night.

??????: Thanks for contacting Xbox Customer Support and have a great day!

I wasted about 2 hours doing this. I'm going to fix the problem and hopefully i get a refund.
If i don't fix it then at least my money went to a good company.