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?

[Pkand1 · Accepted solution]

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 

[NofixEE2025]

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

[Katie_B]

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