topic I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft in Contracts & Billing

I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Pkand1 — Tue, 16 Jul 2024 09:25:31 GMT

I bought a bundle from EE including 24 months game pass Ultimate which EE are taking money for and microsoft are still charging. On the details of the bundle it says EE deal with the existing Game pass agreement with microsoft. When I contacted EE about this, their operator 'Ankit' repeatedly told me this is a Third party issue and I have to contact microsoft. This is not what it stated in the details and EE are taking money for a service they are not providing and refuse to fix this issue. I dont know where to go with this except report it to the Ombudsman or I am going to be charged hundreds of pounds for nothing.

Has this happened to anyone else , how was it resolved?

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Christopher_G — Tue, 16 Jul 2024 12:04:14 GMT

Hi @Pkand1

Welcome to the community.

Are both accounts under the same email address and Microsoft subscription?

Chris

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Pkand1 — Tue, 16 Jul 2024 12:50:22 GMT

Hi ,

Yes they are, the issue is I have not been given a game pass ultimate subscription from EE despite the fact I paid for it in the bundle but the 'helpline' were not having this and repeated about 10 times that it was a microsoft issue.

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Christopher_G — Tue, 16 Jul 2024 14:50:18 GMT

OK, thanks @Pkand1

How long ago did you receive your Xbox bundle? If you head to this Xbox Game Pass claim page, does it let you register there with your mobile number?

Chris

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Pkand1 — Tue, 16 Jul 2024 15:10:35 GMT

Unfortunately not, it says nothing to activate. Since I bought the 'bundle' All I have recieved is the xbox itself. No communication about the Game Pass except the thank you for your Xbox Series X 1TB Console Gaming Bundle. I gave the 'helpline' my Order number but Ankit and his manager Nida continually stated it was not EE's issue and an issue with microsoft and made no attempt to investigate why I have not been issued with a game pass ultimate

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Christopher_G — Tue, 16 Jul 2024 15:37:39 GMT

OK, thanks @Pkand1

When did you receive the Xbox? Have you spoken with Microsoft?

Chris

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Pkand1 — Thu, 18 Jul 2024 07:02:45 GMT

I have not received a solution on this or any response at all from ee’s complaints dept. I am having to take legal action via the ombudsman. I will be changing my phone contract after 24 years. My advice DO NOT BUY AN EE GAMES PASS BUNDLE a they do not provide the 24 months games pass as stated and still take your money

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

James_B — Thu, 18 Jul 2024 07:09:34 GMT

Hi @Pkand1,

I'm sorry to hear the advisor you spoke to didn't take the correct action to help you with this.

If you haven't received a text message from EE with a link to activate your Game Pass Ultimate subscription, please get in touch with Customer Care on 150 and the team can resend it for you.

As soon as you follow the link and enter the email address linked to your Microsoft account, it will update your billing method to your EE account.

Thanks

James

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Pkand1 — Thu, 18 Jul 2024 07:14:54 GMT

If you read my original message I was ‘Gaslighted’ by Ankit and their manager’Nida’ telling me it was Microsoft’s issue, this interaction took an hour I am not doing that again. I have sent 2 messages via webform and two emails to customer complaints and have not recount response. My only course of action now is legally via the ombudsman

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

James_B — Thu, 18 Jul 2024 07:56:50 GMT

Hi @Pkand1,

It was your original post I was referring to in my my reply. I'm really sorry that the agent you spoke to didn't take the correct steps to resolve this issue for you.

It's a straight forward fix that any of our team members on 150 should be equipped to handle.

When did you raise your complaint? Did you raise it at Fill out our complaints form (ee.co.uk)?

James

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Pkand1 — Thu, 18 Jul 2024 17:44:20 GMT

I Phoned 150 and ee are now providing my game pass as an add on. Still a bit worried I’ll be charged for it when it should be in the bundle. The last ee operator was great. Shame about the first two they were appalling

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

NofixEE2025 — Thu, 13 Feb 2025 00:18:11 GMT

Yes I subscribed to EE full fibre they gave me 12 months Xbox game pass ultimate for 14 days and cancelled it they said Microsoft did Microsoft says EE did but I’m still unable to get online so now I showed solicitor and now taking it to court as I have been informed in writing that I have part of contact I also got in writing of Microsoft that EE canceled it after 14 days my solicitor says we go court all evidence points to re being in the wrong so now they will incur all costs EE can not be trusted staff are really bad and put you through to wrong people for such a big company they make a lot of mistakes they did it with my NOW account I was paying now tv and we for now tv and it turned out it’s because EE forgot to register the email with now it to we 5 months to register so I paid twice for the same service I can’t wait for contract to be up I’m off EE worse company and worse customer service in UK

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Katie_B — Thu, 13 Feb 2025 09:26:29 GMT

Hello @NofixEE2025.

I'm sorry to hear that you're having a problem with this service. Our Customer Care team have access to your account and will be able to make sure the correct process is followed for logging a complaint on your account.

You can find a full explanation of how to raise a complaint, and the different stages they go through, on our EE Complaints Code of Practice.

Katie

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Lea932897 — Sat, 03 May 2025 23:56:17 GMT

Did you get this sorted? I'm 18 months in and still not got the gamepass. They finally added it to my account last month promised I wouldn't be charged once I'd clicked the link and activated even though it was showing it would be £12 a month. This month extra £14 charges for a gamepass i already paid for as a bundle with the Xbox.

Nothing but problems with EE. Think I'll be taking all my contracts elsewhere when there up in a few months

Re: I Bought an XBOX Game Pass Ultimate Bundle, I'm still being charged by Microsoft

Pkand1 — Sun, 04 May 2025 05:11:55 GMT

No, I never did, I left EE and it would have been cheaper buying the Xbox from Currys. They tried to blackmail me by saying I had to pay the full amount owed to them before I could leave which was about 500 pounds. I paid it just to leave EE. completely false advertising.