I absolutely believe that James was sincere in his evaluation of the situation, and his point that decline states don’t occur often with annual accounts means that the CSR I talked to may have never had that exact situation before.
While that doesn’t mean that what the CSR did was right, mistakes happen and MS worked quickly to fix the mistake.
I did ask James if he knew why I received a call from their department, and his response was that he was just told by his boss to call me and not given any other information.
This to me was a pretty big clue that it was the Consumerist post that sparked the phone call. Most importantly (because I want to help other readers that have been trying to deal with XBOX Live billing) I brought up to James that there were other Consumerist readers that were having similar problems, and I asked if there was anything they could do to make getting their situations resolved a little easier.
James said that they will make sure to address this in training with their CSRs.
Whether that happens or not I don’t know, but the fact that they called me directly speaks volumes.
About 6 hours after the post went up I received a phone call from XBOX Live support asking about the situation.
We’ll keep you updated as Microsoft provides further details on progress with its fixes. The Verge reports that Microsoft Account users are experiencing “widespread issues” across multiple services, including Outlook, Skype, One Drive and the Windows Store.
This is what I was told: 1) If you are having billing related problems with your account, call XBOX Live support at 1-800-4MY-XBOX.
2) When the IVR (known as Max) answers, wait for the option to speak with billing.
They should do this immediately without any objections.
5) At this point the escalated support should be able to help you out.
The launch day for any major game is a bad time for an online gaming service to go down, and it’s possible that Microsoft is dealing with an increased server load due to the arrival of today.