Free xbox game pass ultimate with Xbox bundle

[murray7895]

Hi, 

so I have now rang EE 6 times over the course of 2 months trying to get the game pass added onto my account for free as part of a bundle I purchased back in November.

I have been told multiple times that it is added and I will receive a code within 48 hours but I have not received anything, I tried then to active it myself but again it just charges me £12 a month. 

I have been paying for this since November and haven’t actually received the product that I am paying for and every time I contact It just never seems to get resolved.

essentially at the moment I am paying £30 per month for an Xbox series X over 24 months, that is £720 for a ££479 console, the only reason I actually bought the bundle in the first place is so I did not have to worry about paying for game pass separately. 

if anyone has any advice it would be greatly appreciated as I am almost at my end with trying to repeatedly call to try and fix this.

thank you 

[Peter_W]

Hey @murray7895, welcome back to the Community!

I can remember you posted about similar issues a few months ago, so I'm really disappointed to hear you're continuing to have trouble getting this sorted out. 
What happens if you try heading over to ee.co.uk/xbox and enter the number that the add to plan charge for the console is linked with? 

Peter

[murray7895]

Hi Peter,

It just comes back with there is nothing to activate, please check your text messages.

But I believe ive been through all of the text messages from EE and cannot find anything.

Thank you.

Josh

[Peter_W · Accepted solution]

Thanks for giving that a try, @murray7895.

With how many times you've had to call here, I certainly wouldn't want to recommend calling up fresh and having to go through everything again. 

The best way forwards here will probably be to get this logged as a complaint directly with our complaints team via their online webform.

They're our highest point of escalation, so will make sure we've done everything we can to investigate and get this resolved, as per our complaints code of practice.

Peter