You are now chatting with 'Elle'.
Elle: at 20:33:32
Hello, thank you for contacting Xbox Customer Support. My name is Elle. Please give me a moment to review your question.
Elle: at 20:34:17
Hi Donald! I understand that you were prompted to purchased the film that you have already purchased, correct?
donald: at 20:34:38
Elle: at 20:34:57
Thanks for verifying. Well, it's a good thing you got me on the line. Let me be your partner in resolving this issue today. I'll make it real quick for you.
donald: at 20:35:00
I tried to resume a film I had rented but it purchased it instead
Elle: at 20:35:14
To start, may I have your gamertag?
donald: at 20:35:20
Elle: at 20:35:39
Thank you. What app did you used to rent the film?
donald: at 20:35:50
Elle: at 20:36:51
So you rented it through Xbox vidoes, right/
Elle: at 20:36:54
donald: at 20:37:00
That is correct
Elle: at 20:37:40
Thank you. Please give 1-2 minutes to check this case.
donald: at 20:37:46
Elle: at 20:39:53
Still check your case here. Please bear with me.
donald: at 20:40:05
Elle: at 20:40:17
By the way, can you verify the cost of the film that have rented?
Elle: at 20:40:25
*that you have
Elle: at 20:41:10
Are you still there?
donald: at 20:41:15
The rental was $4.99
donald: at 20:41:41
But then when I went to resume it, I got an email saying I was charged another 8.99 for purchasing. I did not purchase it.
donald: at 20:42:04
So I was charged for a rental and a purchase.
donald: at 20:42:37
I would like a refund for the purchase price
donald: at 20:42:40
SubTotal: $8.99 Tax: $0.70 Total Amount: $9.69
Elle: at 20:43:05
Thanks for the added information, Donald.
Elle: at 20:43:16
Please bear with me while I will this case.,
Elle: at 20:43:18
donald: at 20:43:22
I'd also like the have the rental fee refunded as well, since it was for HD while the purchase was SD and overwrote the HD rental.
donald: at 20:43:35
So in effect I didn't get what I agreed to rent.
donald: at 20:44:21
9.69 + 5.38 = 15.07
donald: at 20:44:25
Elle: at 20:47:20
Thanks for waiting, my friend. Looking into your account, you did rent the film (mad, mad, mad, mad world) last 10/23/13. Did you try viewing that film again on the following day?
donald: at 20:47:32
donald: at 20:48:07
The HD rental was gone. The SD purchase I didn't actuallly authorize was in its place.
donald: at 20:48:17
This all happened in the span of a couple hours.
donald: at 20:48:29
I just require the refund. Thank you.
donald: at 20:49:34
I deleted the SD purchase and the HD rental was gone.
donald: at 20:49:41
I have no copy of the film on my Xbox.
donald: at 20:51:34
I just would like a refund, Thank you.
Elle: at 20:52:33
I understand you Donald, please bear with me while I will further check your account.
donald: at 20:52:42
donald: at 20:53:49
You'll find I've been an Xbox live member in good standing for 3 years with many game purchases and film rentals.
donald: at 20:55:10
This is the first time I've been accidentally charged for something I didn't actually purchase.
Elle: at 20:58:56
Thanks for bringing this up to our concern, Donald. Here's what I will do, I will escalate this case to our advocacy team so this will be taken cared of and the refund in the soonest possible time. Please stay on the chat window while I will process the request. Would that be alright?
donald: at 20:59:14
Elle: at 21:00:07
Elle: at 21:05:04
Thanks for waiting, may I have your best contact number and email address?
donald: at 21:06:34
(redacted by don)
donald: at 21:06:44
(redacted by don)
Elle: at 21:07:20
Elle: at 21:07:30
I'm almost done. Thank you for your patience.
donald: at 21:07:54
Elle: at 21:11:15
Thanks for waiting, Donald. Just done processing the request. Here is your reference number: 1221186866
Elle: at 21:11:39
A Senior Specialist from the Advocacy Team will take this case from here on. Please expect an update from us within 48-72 hrs. No need to contact us during this process for we will take care of everything for you. We will notify you via e-mail or phone for the resolution or if we need more additional information to resolve this issue. Please make sure to check your inbox from time to time.
Elle: at 21:12:02
I have also tagged your case in the priority list as so it will be prioritized.
donald: at 21:12:15
Elle: at 21:12:16
I'm glad we're able to take steps towards resolution of your concern today.
Elle: at 21:12:26
I hope I was able to help you out with this information. Is there anything else I can do for you?
Elle: at 21:12:36
by the way?
Elle: at 21:12:37
Was I able to satisfactorily address your concerns today?
donald: at 21:12:53
That remains to be seen. But thank you.