Just in case you’re curious, here is a breakdown of what I’ve been going through trying to get this issue resolved:
Purchase made on Oct 3rd. No KI gold received. Checked my bank and saw that the money was indeed deducted from my account, plus I got an email from the Microsoft store detailing what I purchased, the amount spent, and the order number. Decided to give it till tomorrow as sometimes purchases can be delayed.
Next day, Oct 4th. Finished with work and came home to play some KI (yay!). Started the game and went into the store menu to check if I had my KI gold. Negative. So I initiated online chat support. Got an agent that after about 30 minutes of exchanging information with him (and letting him copy/paste his obvious script into the chat box), told me to give it up to 48 to 72 hours to wait for the transaction to complete. Basically: wait some more.
Oct 5th - Came home and checked the store. Still no gold. We are at the 48 hour mark, so I decided to be patient and give it more time.
Oct 6th - Still no in game currency. So I decided to directly call Microsoft customer support and see what can be done to either complete the purchase, or get it cancelled/refunded.
First call - Waited about 3-5 minutes for an agent to pickup the line (not bad). Was on the phone with this guy for about 30 minutes. I guess he was not all that familiar with the PC, because he instructed me to use the Xbox app to “Manage Game.” This option was not there, so he decided that the best way to get rid of me was to transfer me to the technical department. Was on hold during the transfer for about 5 minutes when a guy (who’s English was not so great) picked up. After about 10 minutes of trying to explain my situation to him, he determined that I had been transferred to the wrong department. So he transferred me back to basically the beginning (the exact same initial message you hear when you call the support line).
Second call - 15 minutes of waiting for an agent to pickup. Eventually, got a guy to which I had to explain the whole situation over again. After about 20 minutes of explaining my problem, verifying that I am who I say I am, & him pulling up whatever information he has. He decides to put me on hold while he is looking for something. I say okay. After about 5 minutes on hold, the jack-■■■ hangs up on me. Gave him a few minutes to call back, because they ask for a callback number in case the call is dropped or disconnected. Guess what…? He didn’t call back. Jerk.
Third call - Was on the line waiting for an agent to pickup for around 30 minutes (terrible). Eventually got the support agent that had to be the slowest worker in the entire department. On the phone with this person for over an hour while they continually talked to them self. I cannot explain in text how excruciating this felt. I’ll just say that after over an hour of them saying “Ah…” “Okay…” Hmmm…" and so on, the agent eventually wanted to transfer me to somewhere else. I said no, no, no, no, no. Explained that I’ve already been transferred enough. If we cannot fix this, just cancel/refund the purchase. So, after about another 15 minutes of them working at a snails pace, they tell me that they would have to get me in contact with the publisher in order to get a refund on my transaction. At this point, I was so done being on the phone that I conceded. The agent said they would send me an email with the publisher’s contact information after I got off the phone with them. I have yet to receive this email.
Basically, don’t bother with Microsoft’s “customer service.” Unless you like waiting, being on hold, being transferred, or spending hours of your time to not having your issue resolved. I would like to pose a question to Microsoft’s customer support staff: If you can’t solve a problem as trivial or commonplace as this, then what good are you?
I’m just going to call my bank tomorrow and get this over with. Let this be a lesson, fellow forum members. I have endured this torment, so you don’t have to.