Unused Microsoft Ultimate Subscription

[maxiboy100]

I have been being charged for Ultimate 1 Month since at least July 2024 but perhaps longer. EE recommended I speak to Microsoft as this is a third party service but Microsoft batted me back and said EE should deal with this issue. I've never used this service so would like a refund but it seems like I cannot even pause it because neither company want's to take responsibility. 

How do I go about getting a refund for this unused service? 

[Chris_B]

@maxiboy100  Did you upgrade at that time ?   As this can be an add on that you added to your contract, if it is you can remove this via your online account under add ons.  As for the refund if it was added to your contract by yourself at the point of upgrading then you have been billed correctly regardless if you haven’t used it.  It’s not just added to your account without your permission or instruction.  

[maxiboy100]

No, no upgrade that month

[Chris_B]

@maxiboy100  So it got added before that date.  Only you could have requested this or it was offered to you and you accepted it.   You don’t say how you got this contract.  In store, or over the phone or online.   It’s not just added because it can be you have to choose to have it during the point of sale as an add on to that contract. 

[maxiboy100]

I really don’t recall that and not having an Xbox I have no reason for it. Do you know how I would have it cancelled and discuss a refund with someone?

[Lesley_W]

Hi @maxiboy100 

Thanks for reaching out about this on our community.

If you can give our team a call, they can remove this and look into how it was added and go from there.

Lesley