Request for Xbox Escalation Form: Game Pass account stuck on BT/EE billing loop

[DaveBrown68]

Hello,

I am posting to request help from a community moderator or forum guide regarding a well-documented billing glitch between BT/EE and Microsoft.

My third-party Xbox Game Pass subscription through BT/EE has completely expired, but my Microsoft Account profile remains locked in a "Managed by BT/EE" status. When I attempt to manage my subscription directly on Microsoft's dashboard, it forces a loop-redirect back to the EE/BT site.

I have already spoken to Microsoft Support, and they have confirmed that the partner-billing token is stuck on the third-party provider's end, and that only BT/EE has the administrative authority to release this link. Could a moderator please reach out via Private Message so I can securely provide my details and have you raise the internal Xbox Escalation Form? I need the dedicated offline tech team to manually de-link and remove BT/EE's management tag from my Microsoft profile.Thank you very much for your time and assistance.

[garybs29]

If you check previous posts about this the suggestion is to contact billing as the mods have no account access

[DaveBrown68]

Have already tried that on 3 separate occasions. Might as well talk to the cows in the field. This forum was a last ditch attempt to get help from someone useful.

[Kimberlin]

@DaveBrown68  To be fair Moderators in the past have picked up on the problem you’re having but I guess it depends on whether any of them read your post. I’ve just been reading a thread from 2025 where others have been in a similar or the same position as you and they have been offered assistance.

[DaveBrown68]

Tried again and after negotiating the rather convoluted menu system got through to billing who again did not really seem to understand the problem, much less how to resolve it. 

Eventually got transferred to a helpful and knowledgeable agent in the Home Tech team and after spending some time with him he told me that he was able to locate and submit the Internal XBox Escalation Form.

I was informed that once the form is submitted, the Home Tech team has no further visibility or control over the outcome; Microsoft/XBox handles it from there. I was further told that the estimated resolution time was about one week.  

All that I can now do is monitor my Microsoft account to see if the status changes, allowing me to regain control of my own account.

This particular call lasted 59 minutes and while I am hopeful that a successful resolution can be achieved I am also dismayed and disappointed in how difficult it is to get any sort of meaningful help for a problem that shouldn't occur in the first instance. I can only imagine how many others have potentially experienced that same or similar issues and have just given up in frustration. Anyway my thanks to the agent for his help today; time will tell if the issue gets resolved.