Another Xbox Ultimate Game Pass issue

[DGnitehawk24]

So, on Tuesday, I bought the following from EE 

https://ee.co.uk/products/atp-xbox-series-x-console-ee-gamecard-bundle 

and it arrived yesterday along side the £70 code for the EE GameCard.  I have gone to unbox it and set it up today, only to find that I don't have the 24 months Xbox Game Pass Ultimate.  Which is incredibly annoying as I ordered it specifically to play a certain Game Pass game online.  No information inside the package, no text to explain how to use it.

Went on live chat on the app for an hour to try and find out what was going on and the man added it to my account and gave me the activation link.  Went through that process and I thought it was sorted, only to see on my account that I was being charged £14 per month for the Game Pass.

So, I called customer services this time and after another hour on the phone where the pass was REMOVED from my account, I was then told that I have to wait 14 days for the Game Pass.  Something which is not explained on the sales page or the point of purchase.  

This is really shady dealing from EE, there should be a clear disclaimer on the website or a warning during the point of purchase explaining how this all works rather than expecting the customer to find out after two hours on with customer services only to be left disappointed.

There is a reason that if you sign up for something, say a broadband switch deal, and it comes with a gift card, the sales page and the terms and conditions state that you have to wait 14/30/60/90 days or whatever the terms are.  I also think that the 14 day excuse doesn’t work either as EE have already sent me the £70 code for the EE Gamestore.  I could use that, buy a game or gift cards, spend them and use them on my account and then return the xbox within the 14 day window.  So the right to return window really does not work as an excuse when it would surely apply to both items.

Whole thing is a mess and I am just left with a sour taste in my mouth and an xbox I can't use for 14 days.  Shame on EE for this.

[Michael_D]

Hi @DGnitehawk24 

Welcome to the community.

I can understand your frustration at getting different information, and then being charged for the Xbox Game Pass.

What link were you given to originally activate the Game Pass? Was it ee.co.uk/xbox?

Michael

[DGnitehawk24]

No it was another link that took me into the EE app and asked me to link my Microsoft account to activate it.

[Michael_D]

Can you try to go to the link above. You'll need to enter the number that the Xbox is linked to and it'll send a PIN to the phone.

Let me know how that goes.

Michael

[DGnitehawk24]

Yeah, it isn't there.  Just those two options.

[Michael_D]

Thanks @DGnitehawk24.

Do you have any other numbers on your account? It should show Xbox Game Pass there for an Add to Plan product. 

It is possible it could have been linked to another number if you have any.

Michael

[DGnitehawk24]

No, no other numbers on the account.  I only have one number with EE.

[Michael_D · Accepted solution]

I'm really not sure why it is not showing the option for you @DGnitehawk24. The Add to Plan ones should be able to enabled straightaway.

It would really need our customer service guides to have a look to make sure it is set up on the account correctly, but I am conscious that you've spoken to them twice and not got any further forwards.

You can speak to them again to see if they can look at it, and if needs be, raise a complaint with them, or you can raise a complaint directly using our online form, but this would take at least 7 days.

Michael

[DGnitehawk24]

I shall try calling in again in the hope that someone else can deal with the problem. *sighs*

Thank you for trying to help

[Michael_D]

My pleasure @DGnitehawk24. I hope you can get it sorted.

Michael