XBox Game Pass Ultimate 6 months free not applied (already called billing)

DanFraser — Tue, 23 Jan 2024 14:00:01 GMT

I upgraded my Fibre package at the new year and I received an email confirming that I am eligible 6 months free Game Pass Ultimate. I went through the email link and followed the steps, added it and got all set up and running. Then the first bill was generated and it is showing £10 added for the Game Pass! I called up billing yesterday and the gentleman said he was sending it to (I think he called it this) the back end team to investigate. Later on I got an email stating the complaint was closed. I don't see anything anywhere for the bill being changed or details about this complaint case that I wasn't even aware I had raised!

Is anyone able to help me find out what happened?

Re: XBox Game Pass Ultimate 6 months free not applied (already called billing)

NeilO — Tue, 23 Jan 2024 14:12:39 GMT

Hi, @DanFraser welcome to the community and thanks for posting, I'm sorry you're being charged for your Game Pass subscription when it should be free. I've removed the email with your complaint reference as this is a public community and it's best for your security to not post that on the internet.

When you get in touch with us and express dissatisfaction we're obligated to record this as a complaint, the advisor you spoke to did this and noted why you contacted us. They also raised a case with our Xbox team who will get this sorted for you, it can take them up to 5 working days to respond.

Thanks
Neil

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XBox Game Pass Ultimate 6 months free not applied (already called billing)

Re: XBox Game Pass Ultimate 6 months free not applied (already called billing)