Microsoft

Complaint: [redacted] I am rejecting this response because: Yes, someone has been 'assigned' the caseThey have however not communicated with me per this issue, therefore it has not been able to move forwardThis is the problem.Sincerely, [redacted]

Dear [redacted] ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding this issueOur records indicate that as of today (08/12) an agent has reached out via e-mail requesting a few pieces of necessary information to continue working toward a resolution for this issuePlease reply back to the agent's email at your earliest convenience and she will continue to work with you directly We appreciate your time and continued support of Microsoft products and services Sincerely, Microsoft Corporation

Hello, Thank you for contacting Microsoft via the Revdex.com of Alaska, Oregon, and Western Washington We apologize for the delay in responding to your claim If you are still experiencing an issue with your product or service, please update your Better Business Bureau claim confirming your most recent service request number and we will be happy to investigate further If you have not contacted support regarding this inquiry, we encourage you to visitsupport.microsoft.com to get immediate assistance with the product or service you are experiencing issues with Sincerely, Microsoft Corporation

Dear [redacted] ,Thank you for contacting Microsoft Corporation via the Revdex.comWe are sorry to hear about your account issueAs previously stated, this issue was investigated and no fraudulent activity was found to warrant a refundMicrosoft considers this matter closedSincerely,Microsoft Corporation

Complaint: [redacted] I am rejecting this response because: I did not receive a service request number when I called Microsoft customer service weeks agoI explained very clear my situation in that call, which however, turned to be useless and a waste of my time, and did not help my situation at all This response from Microsoft turned out to be useless and not helpful, eitherI am very frustratedWhy do I need to provide a service request number, which I have no idea what it is, to file a complaint to Revdex.com? I have explained very clearly my situation in my complaintThe windows upgrade crashed my laptopMy laptop can no longer bootCan you just provide some real help? Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/11/04) */ Dear [redacted] ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox consoleWe would like to investigate your issue further but were unable to locate a Service Request Number within your claim or with the information you have providedIf you have a Service Request Number, please update your claim with this number and at that time we will be able to provide further assistanceIf you are unable to locate your Service Request Number but have contacted Xbox Support, please update your claim to confirm the email address associated with your Xbox Live account If you have not yet contacted support about this issue, please call X-XXX-XMY-XBOX (XXX-XXX-XXXX)Support is available from 6:00AM - 10:P.MPacific Time, days a week including holidays Sincerely, Microsoft Corporation

Initial Business Response / [redacted] (1000, 5, 2014/12/26) */ Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox accountWe would like to investigate your issue further but were unable to locate a Service Request Number within your claim or with the information you have providedIf you have a Service Request Number, please update your claim with this number and at that time we will be able to provide further assistanceIf you are unable to locate your Service Request Number but have contacted Xbox Support, please update your claim to confirm the email address associated with your Xbox Live account If you have not yet contacted support about this issue, please call X-XXX-XMY-XBOX (XXX-XXX-XXXX)Support is available from 6:00AM - 10:P.MPacific Time, days a week including holidays Sincerely, Microsoft Corporation Complaint Response Date bumped because: Holiday

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding an issue with a Windows update We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have provided If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistanceIf you have not yet contacted support about this issue, visit support.microsoft.comSincerely,Microsoft Corporation

Dear [redacted] ***,Thank you for contacting Microsoft Corporation via the Revdex.com regarding concerns with charges on your account We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have provided If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistanceIf you have not yet contacted support about this issue, visit support.microsoft.comSincerely,Microsoft Corporation

Hello [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com Windows We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have provided If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance If you have not yet contacted support about this issue, please visit support.microsoft.com or call 1-800-642- Sincerely, Microsoft Corporation

Hello ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding Xbox Live The Global Escalation Services team will investigate this matter and contact you directly to work toward a resolution Sincerely, Microsoft Corporation

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding this issueOur records indicate that the agent is still working on your case, and last sent an update on 1/7/17, explaining that there was an error in the description and a code for the Windows game will not be includedWe understand this may not be the answer you are hoping for but are unable to provide your desired resolution at this time Microsoft now considers this case closedWe appreciate your time and continued support of Microsoft products and services Sincerely, Microsoft Corporation

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding concerns with the Windows upgrade We would like to investigate your issue further but were unable to locate a service request number within your claim or with the information you have provided If you have a service request number, please update your claim with this number and at that time we will be able to provide further assistance If you have not yet contacted support about this issue, visit support.microsoft.com Sincerely, Microsoft Corporation

Initial Business Response / [redacted] (1000, 5, 2014/09/12) */ Dear [redacted] , My name is [redacted] and I work for Skype Customer Relations OfficeMy dudies include responding to customer complaints I received your complaint from Revdex.com that you have experienced issues with SkypeI'm very sorry to read that and I will gladly assist you further US banks have charged a Foreign Exchange Transaction Fee (FETF) for years on their credit (and debit) cardsEach bank has its own policy Some banks do not chargeSome banks charge 1%, 2% or 3%They all varyThe details will be in your card agreement In recent times, banks have begun charging FETF for transactions in US dollars if the merchant of record is located outside the United States even though the transaction is in US Dollars Skype's billing and payment facilities are located in Luxembourg I hope this response has been helpful We apologise for any possible inconveniences caused by this I appreciate your patience and understanding Kind regards, [redacted] Customer Relations Office Skype Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you please confirm that the afore mentioned fees are not billed from skype but possibly from my bank [redacted] Final Business Response / [redacted] (4000, 9, 2014/10/01) */ Dear [redacted] , We can confirm that Skype is not charging any foreign transaction fees, this is done by the banks Some banks, and apparently your bank as well, include an International Service Assessment, a so called ISA fee on international transactionsThis is also known as a foreign transaction feeCredit card company regulations require this charge to be disclosed separately on your statement We would like to emphasize that this fee is not part of Skype's charges at all It is likely that the reason your bank is charging you an international transaction fee is that Skype is not a registered US companyIf you need additional information regarding this fee, please contact your bank or financial institution We hope this helps and please let us know if you have any further questions Kind Regards, [redacted] Customer Relations Office Skype

Initial Business Response / [redacted] (1000, 5, 2014/10/31) */ Dear [redacted] ***, Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox accountWe would like to investigate your issue further but were unable to locate a Service Request Number within your claim or with the information you have providedIf you have a Service Request Number, please update your claim with this number and at that time we will be able to provide further assistanceIf you are unable to locate your Service Request Number but have contacted Xbox Support, please update your claim to confirm the email address associated with your Xbox Live account If you have not yet contacted support about this issue, please call X-XXX-XMY-XBOX (XXX-XXX-XXXX)Support is available from 6:00AM - 10:P.MPacific Time, days a week including holidays Sincerely, Microsoft Corporation

Dear [redacted] , Thank you for contacting Microsoft Corporation through the Revdex.com regarding your Xbox Live accountAgain, the only avenue for further information is through the enforcement link below We will no longer be responding to any further requests concerning your enforcement action as this matter is closed If you wish to discuss this further, use the enforcement team link below You can review the full Terms of Use at: http://www.xbox.com/en-US/Legal/LiveTOU You can review our Code of Conduct at: http://www.xbox.com/en-US/legal/codeofconduct For additional information regarding your ban, please visit http://enforcement.xbox.com/ Sincerely, Microsoft Corporation

Dear [redacted] , Thank you for contacting Microsoft Corporation via the Revdex.com regarding your Xbox One S console issueAfter reviewing your service request number and conversation with our agent, they are correct in stating that the decision to not repair the device due to tampering will not be overturnedMicrosoft now considers this case closed and will no longer be respondingPlease refer to the snipped quote below from the Xbox One Product Warranty, Section 5, part (c): “ this warranty does not apply if Your Xbox One or Accessory is opened, modified, or tampered with ” (https://support.xbox.com/en-US/my-account/warranty-and-service/console-kinect-w...⇄ Sincerely, Microsoft Corporation

Complaint: [redacted] I am rejecting this response because: It's months after the factBut, yesThe solution to my issue was one of given to me by of the Microsoft customer service agents I spoke toBut I'm not giving them creditEssentially, one of my Army buddies (an IT Soldier) told me which solution was realWith his guidance, I delivered a cause and effect narrative to the last agent that I spoke toThe customer service agent remoted into my computer and fixed my issueBut that's less to do with Microsoft and more to do with my buddy's technical competenceMy issue was resolved, but I reject both Microsoft's apology and any direct line drawn from their "help" to the solution for my issueI know Microsoft's IT department was overloaded during their Windows roll out, but that's self-inflicted and not a reason for poor service or wrong informationHonestly though, I don't want anything else to do with Microsoft concerning thisI'm actually taking classes right now so I can switch from Windows OS to Linus OS altogether by Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2014/08/18) */ Dear ***, My name is [redacted] and I am contacting you from the Customer Relations Office at SkypeYour complaint to the Revdex.com has been forwarded to my attention I am sorry to hear that your account has been restricted by Skype and despite being in contact with our Customer Services team, you have been unable to get your account unrestrictedI will look into this for you I have been in contact with our Fraud Investigators who have monitored what has happened on your Skype account and It seems that a third party had gotten access to your Skype Your account Skype was blocked automatically after our automated script picked up an unusual usage pattern, as blocking your account is the only way to make sure that the fraudsters will not be able to start making calls from your account I have also gone through your conversation with our Customer Services, as well as compared the verification data you have sent with our backend data and as there has been enough information provided to be able to verify you as the account owner, we have now removed the restriction from your accountYou can continue using your Skype accountPlease understand that it is absolutely necessary for us to verify the identity of the person asking to get a Skype account, that has been hacked into, unrestricted, as we need to be sure that we are opening the Skype account to the rightful owner and not the fraudsters Now, our Fraud Investigators have monitored the data and accesses to your account very carefully and we can see from our records that your account was accessed with the correct credentials as we see no previous failed attempts to login to your account which would indicate the person could have just tried to guess the password, nor is there any trace of brute force attack to get access to your accountThat can be a clear indication that a Trojan/malware/malicious app or a hidden information collector has been installed on one of the devices you're using Skype on, which sends information to a third party who can use this information abusivelyWe strongly recommend you to run all possible security checks on all of the devices you use Skype on, uninstall any suspicious third party apps and close any remote access slots I do completely understand how frustrating this whole experience has been for you and thank you again for all your patience in dealing with this processPlease rest assured we take the feedback we get from our customers very seriously to make our services and processes more customer friendly without compromising in security and privacy of our customersAny feedback you give us will be an immense help towards identifying the weak spots in how we support our customers and improve our services I hope that my email helps to shed some insight into what has happened and I thank you for all your patience and understanding dealing with this If you should have any questions in the meantime, please don't hesitate to contact me directly under ***@skype.net, I'd be happy to help Kind Regards, [redacted] Customer Relations Office Skype Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) Apparently my account was finally verified and unrestricted, which means it is returned to me with the full use of it, after what may have been a hacking incident

Dear Ms***,My name is [redacted] and I work for Skype Customer Relations OfficeMy duties includeresponding to customer complaintsI receivedyour complaint from Revdex.com that you have experienced issues with SkypeI’m verysorry to read that and I will gladly assist you further.Pleasekindly let me know the Skype name you are experiencing issues with and I willgladly look into this.I will bewaiting for your reply in order to assist you further.Weapologize for any possible inconveniences caused by this.Iappreciate your patience and understanding.Kindregards, [redacted] CustomerRelations OfficeSkype