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My xbox live billing account has been locked from making purchases???

#1Trigg3rH4ppyPosted 6/13/2013 11:07:01 PM
I'll try to keep this short and to the point.

the debit card that i had been using for xbox live and ms points purchases recently had been shut down. I had a scare where i thought a scammer got my card number so i had the card shut off and had a new one issued from my bank with a different 16 digit number.

I signed in to my xbox for the first time in a couple months to realize that my live had expired and due to the card being shut off the automatic renewal didn't take place. Instead of using my new card and having to deal with calling to remove the card from the account to avoid auto-renewals since i don't intend on using xbox live anymore come this winter, i just went to wal mart and bought a 3 month gold membership card. When i tried to put the code in that i just paid for, i got this message.
followed by this message when i clicked redeem now

Now the code is good, it even verified that it was in fact a 3 month gold card, but due to the old debit card no longer being active it won't let me redeem a code that is already bought and paid for.

I'm currently waiting to chat online with customer support, but i figured i'd post this while i wait to see if anyone has had similar problems and know what i'm going to have to deal with. I'm trying to avoid having to call customer support because i've had nothing but trouble any time i've ever had to call and i also don't feel like being put on hold for an hour.
TWSSted since~ 3/27/12
#2Super CreaturesPosted 6/13/2013 11:31:59 PM
There is nothing that can be done other than calling them up and paying what you owe them, because you do owe them for the charges they attempted to make.

You're fault for leaving auto-renewal on with an invalid payment option on your account.
R.I.P. Eve English (Feb. 12, 1968 - Oct. 13, 2010)
Momma Eve, you will be missed.
#3Trigg3rH4ppy(Topic Creator)Posted 6/13/2013 11:47:11 PM(edited)
Ok the issue has been resolved, but i figured i'd throw this in to show people how you should deal with customer support people to get the results you want without being a jerk

You are now chatting with 'Seph'.

Nicholas: Hello Seph

Seph: Hello, thank you for contacting Xbox Customer Support. My name is Seph. Please give me a moment to review your question.

Seph: It looks like you are having trouble redeeming a code because of your account status. I will be checking on your account here so that we can get to the bottom of this and arrive at the best resolution to your concern today. Please give me a few minutes.

Nicholas: alright, thank you very much

Seph: No problem.

Seph: I'll get back to you real quick.

Seph: By the way, can I have the 25 digit code please?


Seph: I have checked on your account and it looks like you have a subscription which was set to auto renew every month, and with that, upon auto renewal, you will incur a fee. But recently, your card on file has been declining our attempts to charge the renewal fee. That's the reason why we needed to suspend the account.

Seph: But we can definitely do something about that.

Nicholas: Yeah i had to change my debit card due to a scare with a scam going around

Seph: I see.

Nicholas: my bank had shut down the old card and issued a new one, i haven't been home so i haven't really used to xbox and just realized the issue the other day

Seph: I see. Have you added your new card to the account already?

Nicholas: so the 16 digit number for my debit card has changed, but i'd prefer to just use the card i purchased instead of auto renewing

Seph: I see.

Seph: Well, I can pretty much cancel the suspended subscription for you. That way, you can then redeem the code.

Nicholas: i tried to remove the old one, but it says my account is locked and i get this screen.


Nicholas: That would be great

Seph: Yes, since you cannot remove a payment instrument if you have a pending balance. You can only update it or add a new one so that the balance will be settled.

Seph: Alright. So I will go ahead and cancel the subscription here. I'll get back to you real quick.

Nicholas: alright, thanks

Seph: You're welcome.

Seph: The subscription's been cancelled already. Now you can try redeeming the code once again.

Nicholas: ok, i'll try now

Seph: Please do.

Nicholas: ok, i believe it worked. I got the message saying congratulations, you've purchased a 3 month membership etc...

Seph: Wonderful!

Nicholas: Well, thank you very much for your time and have a great day! :)

Seph: Is there anything else you need assistance with tonight?

Nicholas: no i believe that's all

Seph: You're welcome!

Seph: Just as a friendly reminder, to formally end this chat session, please click on the circular "X" button above the avatar photo on the upper right hand corner.

It looks like this: near the top of the chat window. Thank you for contacting Xbox Customer Support and I hope you have a great day!

Seph: You have a good one!

Nicholas: And you as well, thanks again

Seph: No problem! Bye now.

TWSSted since~ 3/27/12
#4Trigg3rH4ppy(Topic Creator)Posted 6/13/2013 11:55:35 PM
I also made sure to leave this comment on the after support survey about my feelings towards the Xbone. I didn't do this to troll them, but to give them a very honest opinion about how i feel about the direction they're going with their next system.

fortunately there was a character limit for the comment section so i didn't have to go off on a 5 page essay about what i think in my own humble opinion they're doing to hurt their own business in a purely constructive criticism kind of way.

I know it won't make a lick of a difference, but it feels good to at least vent about it in a polite way. I've been with Microsoft since the original Xbox and as of right now i have no intentions of joining them next generation. I'm reluctant to leave Microsoft but as of right now it's looking like Sony is going to have the upper hand in pretty much every aspect except a few Microsoft exclusive games that i can live without.
TWSSted since~ 3/27/12
#5glassghost0Posted 6/14/2013 12:02:55 AM
And why exactly did you feel the need to share this?
No Thanks
#6Trigg3rH4ppy(Topic Creator)Posted 6/14/2013 12:03:51 AM
Super Creatures posted...
There is nothing that can be done other than calling them up and paying what you owe them, because you do owe them for the charges they attempted to make.

You're fault for leaving auto-renewal on with an invalid payment option on your account.

apparently i either didn't owe them, or he waived whatever fee there was because he cancelled the old subscription and my new one is now up and running now. I haven't really been home for months because of work which is why i haven't bothered with changing it, which i'll definitely agree is my fault, not theirs. But as i said i didn't have to pay anything or add my new credit card information to the account to fix the problem.
TWSSted since~ 3/27/12
#7Trigg3rH4ppy(Topic Creator)Posted 6/14/2013 12:08:19 AM(edited)
glassghost0 posted...
And why exactly did you feel the need to share this?

Because it's 3 am and all the people i was going to play on Live with tonight have signed off while i was busy trying to resolve this issue. Nobody is holding a gun to your head to read through the topic, at least i surely hope not.

another reason is because before posting anything about this, i used the search bar to check if anybody had posted a topic about a simllar problem and didn't see any topics on it. Possibly someone else might have the same issue and will now know exactly what to do fix the problem.
TWSSted since~ 3/27/12
#8Super CreaturesPosted 6/14/2013 10:16:30 AM
People have this problem all the time, we get 2 or 3 topics about it every month here.
R.I.P. Eve English (Feb. 12, 1968 - Oct. 13, 2010)
Momma Eve, you will be missed.