INTROSo today I was charged £14.99 for my Xbox Live 3 months gold membership by Microsoft and I wanted to cancel my subscription with them and get my refund. I saw that it was still pending and that I could cancel my subscription, however it did not mention anything about refund. So I contacted the virtual agent so see if they could solve the problem I was facing... to my surprise the special agent did solve my problem!MY EXPERIENCEThis morning I woke up with a PayPal email saying that I sent £14.99 to Microsoft, I figure this was the 3 months gold membership renewal. Funnier enough it was indeed, I was not happy about this because I didn't expect to get charged at this day. So I tried to find ways to cancel my subscription and get a full refund, the only problem was, I couldn't find the option to get a refund, not even in my order history.What I ended up doing was having a live chat with a tech representative to help me with my issue. It did not even take me a minute to get in contact with one, Darwin S was the professional that helped solved my problem. Right off the beginning he was very open and was keen to help me with my issue. The thing is after seeing some negative reviews about Xbox from the web, people saying Xbox didn't help them at all and that they have a terrible customer service, I kind of disregarded the kindness of Darwin when he asked me how my day was, by jumping straight to what my problem was '...I want my refund'. To my surprise his response about me getting my refund and to cancel my gold membership was a positive '...I will exhaust all my resources to help you with this'.I'm very impressed on how he managed to do this, starting off by confirming my ownership of my account through my name and gamer tag, but also the use of his language when he spoke to me. What I mean by language was that Darwin wasn't afraid to call me 'mate', write ' :) ' and even 'hahaha' in his texts. This certainly made me feel like I was chatting to a friend and that's the brilliant thing about the service I had, unlike other companies I spoke to through live chats where they're all so serious, Darwin on the other hand even said it himself that 'You should enjoy while helping', and we definitely felt joy speaking to each other whilst he was helping me in the same time. The best part was that I said to Darwin that I sometimes don't always stay a gold membership throughout the years of being on Xbox (since 2012) and his response 'That's okay, we welcome you with open arms. You are part of our family! :)', that to me is very heartwarming coming from a virtual customer service tech. I'm really impressed.CONCLUSIONSo to finish this review, I have to admit, my experience with getting my refund from Xbox through the live chat was incredible. Darwin was very helpful, we had some good laughs and had a common interest in language. I got what I came for and he also got a favour done in return for his help to me, that was to give him an honest feedback for the survey after the chat, and I can tell you now this entire review on TrustPilot is my another honest feedback after the live chat with Darwin. I didn't have to write all this down here, I could have just left my feedback to the survey I was given right after the chat, but because I really appreciated the help I got, I decided to tell you my story here.Thanks for reading, please thumbs up this review if you found it helpful too.
