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

[Pkand1]

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?

[Christopher_G]

Hi @Pkand1 

Welcome to the community.

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

Chris

[Pkand1]

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.

[Christopher_G]

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

[Pkand1]

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

[Christopher_G]

OK, thanks @Pkand1 

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

Chris

[Pkand1]

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

[James_B]

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

[Pkand1]

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 

[James_B]

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