A few months ago I decided to purchase a months Xbox Live Gold membership. As you all know this is very easy to do. Enter credit/debit card details and Microsoft take your money before you can blink. Then you receive the obligatory confirmatory email thanking you for your soul purchase. This email also tells you that your membership will automatically renew and:
For information about changing or cancelling your membership and your membership refund policy, go to www.xbox.com/live/accounts.
However, you can’t cancel your membership or remove your credit card details either via your Xbox dashboard or www.xbox.com/live/accounts. Even when you end up at http://billing.microsoft.com you can only change or add a credit/debit card. There is no facility what-so-ever to remove a payment method or cancel a service. Rubbish.
However, I want to stop my monthly Xbox Live Gold subscription. The only way to do this (at the moment) is by calling Xbox Support. I’ve included all the options you need to select to get you through to the relevant help desk person.
UK Xbox Support - Telephone: 0800 587 1102
- Press 1 - Xbox 360 support menu
- Then press 1 - For Xbox Live including billing enquires menu
- Then press 2 - For the cancel or enquire about your account menu
- Finally press 1 - To speak to someone about cancelling your Xbox Live subscription
After I’d said I wanted to remove my credit card details from my Xbox Live account, I was asked for the following information:
- Name
- Credit/Debit card number
- Address
- Home phone number
- Xbox Live username
- Mobile phone number
I was then given a call reference (no surprises there) and told that my request would be escalated to a special team. A member of this team would contact me (via my mobile number) within 48 hours.
The result of all this. It will take 30 days to remove my credit card details from my Xbox Live account. Yes, 30 days (I asked the help desk person to confirm this, just in case I miss heard, which they did). I find this totally unacceptable. The actual (and time-consuming) process of removing/cancelling your card details was completely glossed over in all the communications I received from Microsoft. I won’t hold my breath for the ability to cancel any subscription via the Xbox 360 dashboard. Somehow I don’t think it’s on Microsoft’s feature list (i.e it won’t make them any money). However, until they add this functionality I will not add my credit card details to my live account again.
Update 1st Jan 08: The task of removing my card details continues in part II and part III.
Popularity: 43% [?]
December 16th, 2007 at 12:58 pm
If you want L!ve Gold but won’t put in your credit card details, buy the cards. That’s what I’ve done, you stick in the code and hey presto, no card info needed.
I’d just like to say though that a 30 day period is not unusual for an ‘electronic contract’. Almost everything else that you purchase service-wise will have a cool-off period. Nonetheless, the fact that they make it so damn difficult is something that Microsoft should be called out over - it’s beyond unacceptable.
December 16th, 2007 at 5:42 pm
Yeah, cool-off periods are common and incredibly annoying. It doesn’t help when their idea of “within 48 hours” is more like a week and even then, all they do is confirm what you’ve already told them.
December 16th, 2007 at 5:45 pm
Yep, I’m only going to buy the pre-paid cards from now on.
I agree, 30 days is not unusual, but they hide the all the faffing it takes to get your details removed. If I’d have known this in the first place, well, I wouldn’t have added my card details!
January 29th, 2008 at 4:47 am
There is a way to have credit card information removed from the Billing site. When you sign in, click on the credit card that you want to be removed. This should bring up Payment Method Activity Page. You should then see a link that says Go to Payment Method Information. From here you should see a link for Use a different payment method. Once you click on that option, you will see two options on the next page. One will be a for a new card and if you have any cards on there already, there will be an option for any of these. Click on the appropriate option, and at the next page, click next. This will allow you to transfer your Live service from one card to another. After you enter the card information. go back to main page and you should see that the previous card will show removed in parentheses.
This will only work if A)You have access to the billing page, meaning you know the Live ID and password and B)You are not canceling service completely, only changing credit card numbers. This will make it easier for you to choose the credit card to charge when you buy content on Live.
January 30th, 2008 at 8:25 pm
Hi Missy, thanks for your comments.
However, I have specifically asked Microsoft to remove my one and only credit card attached to my Xbox Live account. I do not want to add another, or change card, I want it removed.
To date they have created multiple help calls, contacted me when I’ve specifically asked not to and they still have not done as I’ve asked.
They said it would be removed in 30 days. Well, I’m still waiting. Quite frankly a pathetic service from Microsoft.
February 23rd, 2008 at 1:27 pm
Dear people….Ive got 2x 2 month free trials(expired)..and when i go to register it asks me for credit card details…if i put them in will MICROSOFT charge me??? or is credit card details simply required for signup??
February 25th, 2008 at 2:02 pm
Managed to get through to the helpdesk without much fuss……….but then……………grrrrrrrrrrrrr! It was quite difficult to communicate with the guy on the phone, his spoken English wasnt too clear, but hey, call centres alike we should be use to that by now? Said subscription is cancelled, and details taken off would take some time, he didnt say how long. But apparantly someone will call me within 48 hours. He expressed his concern for my cancellation and removing details, told me i wont ever be able to use this credit card for xbox or any other microsoft services EVER again. I queried this, and was told it was microsoft policy!! Dont you think we all deserve a understandable explanation? Microsoft or not, this service is poo! Should have got the ps3, could have gone live for free!!
March 5th, 2008 at 6:50 am
Xbox Live has been billing me for 2 years.
You have to call then to cancel an account.
I have called several times for them to stop.
They still keep charging.
It is always a runaround.
Either in the phone recording
Or the operator.
They want to know when they can contact me,
Yet they can only call when they have time.
They sent an email, in which I replied,
But it came back.
1. Contact the BBB, Better Business Bureau online.
The more people that contact the BBB, the worse the
rating Xbox Live gets. You must find them by their
phone number from the Xbox web site.
2. If your credit card is from your bank, the bank can
stop payments to Microsoft. It will cost $20 +.
If the credit card is through a company, you can
Dispute payment. Your credit card company will
Send a form that you will have to get notarized.
If you can change the account information, set the
Credit card date to end at the end of the month!
3. Search for Xbox Live problems on the internet.
Post negative comments about Xbox Live. They actually
Pay people to check the internet for negative posts.
Maybe with enough publicity, Xbox will become better.
Don’t forget to mention in your posts that Xbox is
Making a fortune by billing people who do not use their services.
After contacting BBB, and then contacting Xbox again,
Let them know you will have to contact the BBB again.
March 9th, 2008 at 4:07 pm
Hey for everyone out there trying to cancel your xbox live subscription, its true that you need to call them, but to save them scamming you out of week or months of extra (time delayed) service, you need to tell them when asked “whats your reason for cancelation”, that you no longer own an oxbox, or have never owned one i.e its your mates or whatever.
my acocunt was cancelled immidietly!
March 17th, 2008 at 12:41 pm
hi, just thought i’d add a couple of things, first off i’m disgusted with MS’s business practice in making it so easy to place a credit card on their service via the dashboard yet provide no option whatsoever on how to cancel a subscription or remove your card details on it or online, and make it incredibly hard to do so over the phone, my advice to anyone considering buying an xbox or putting a credit card online is simply don’t. I was just going to cancel my subscription while i went away for work for three months but having found this disturbing aspect of their business practice i’m selling my xbox 360 altogether and making sure none of my friends even consider giving MS their card details
March 18th, 2008 at 1:31 pm
hey guys Barughy is rite, i just rungg MS n they cancelled my account immeadiately rather than 30 days time. result. cheers 4 this guide btw was very useful =]
March 26th, 2008 at 2:55 am
hey, i have deleted 3 different accounts and everytime, they bin deleted within 48 hours. i even got the mail confirming. its simple. if ur worried go to your bank and get them to block it. it isnt bloomin rocket science
March 26th, 2008 at 9:13 am
Paul> You say you have deleted 3 different accounts. Are you referring to Xbox LIVE accounts or the credit card details attached to them?
You see, I don’t want my Xbox LIVE account deleted, only my credit card details, which Microsoft seemingly unable to do. They are very different.
March 26th, 2008 at 2:23 pm
Simplest thing to do is go to billings.microsoft.com
edit your CC details and enter:
Description of credit card: a
Name on credit card: a
Address: a
a
Next time they will charge your CC they will fail.
Temp solution for this.
BEWARE: your live account might be suspended for using fraud CC details.
Happened to few of mine friends, but as long you using code to pay for xbl gold, you are in the game, when that ends, they will go to your CC.
April 9th, 2008 at 3:15 am
I made the mistake of giving my credit card information to Microsoft. I found out my son has been charging points indiscriminately and decided to to remove the credit card info to stop him. Woah. As mentioned earlier in this forum there is no way to do it. What a crock. I’ve spent at least an hour of my time so far trying to figure out a way
I’ve been on hold with Xbox for 10 minutes. What a pain in the a##. Microsoft and xbox should be ashamed!!! What a crappy way of treating customers.
Well…after 15 minutes on hold I finally got to speak with the broken english customer service person. Spent 10 minutes telling her the problem. After exhaustive questions to veriy my account. Then a few minutes to create a “ticket” to remove the credit card billing info I was put on hold again so I could speak to a supervisor. I’m currently on hold again trying to speak to the supervisor.
Ten minutes again with the supervisor and, hopefully, the credit card info. will be removed in 30 days…sheesh. She told me that if there are any other charges to the account within the 30 day period that the period would be extended. She told me that, in order to prevent more charges to my card until the credit card info is removed, I should take the console away from my son. Sheesh. She had the very hard to understand accent and when I asked her what country she’s in she said she’s not able to divulge that information….nice.
Well. I guarantee that’s the last time I give any credit card info to xbox. What they’re doing here is VERY unethical.
April 16th, 2008 at 6:49 pm
Hi, I went through the process of telephoning xbox live to cancel my card details “twice”
The first time was 6 months ago and the last time was in January. On both occasions they told me to give it 30 days and the card imformation would be removed….. but it wasn’t!
My credit card expired in February 2008 but xbox live were still able to withdraw from my new card (in april 2008) even though the expiry date and security code have changed!!
I did have a word with my card issuer and they say that xbox can do this, and apparantly can do so even if the card is cancelled!!!
I was told to put it in writing to my card issuer and they would investigate it…. what a load of ****
I will try Lauris M’s option above, hopefully this will work for me
cheers, daz
May 4th, 2008 at 9:48 pm
I’m attempting to remove my credit card information as well. I didn’t even have a membership. My son had signed up for the free month and I purchased points for him during that month. When I purchased the points, I realized that it stored my info. I immediately tried to delete it–on the system and online. I ended up calling support. They informed me that the credit card was connected to my membership. I told them I didn’t have a membership. Since my son signed up for the free membership trial (which required no credit card), I had a membership. After an hour of ranting and sharing my frustrations with support people that sounded like robots, they informed me that they’d call me back in two weeks. The process would take 30 days. Yesterday (two weeks later) they called. I missed their call. They left a message–a name and a reference number. Today I called and I was told that I would be called back tomorrow. I asked what else do they need from me that I haven’t already told them. I told them I could tell them right now whatever they needed to know. But, they said I had to answer the phone when the support person called. Microsoft treats their customers like ants that they can squash at any time.
May 19th, 2008 at 3:51 am
So, is there a way to remove the credit card without having to add another card or without having to speak to the ppl at microsoft customer care who cant talk english and are no help?? My ex girlfriends mum bought me 12 months gold back in early 2007, not knowing her credit card would stay linked to my account, then my xbox live got hacked into, and the people hacking into it used the credit card to buy xbox live so they could play online with my account on their xbox! i changed all my details to stop them getting in but they tried buying 2 years gold, and this has resulted in my xbox live being suspended :( So, i’m considering buying a ps3, which most of my mates have done. if xbox live was free like ps3, i wouldnt have this problem!!
June 11th, 2008 at 2:49 pm
Having wanted to cancel my 2 accounts via the dashboard and realising i couldn’t i googled ‘how to remove credit card details from xbox live’ and came up with page. Although some of the replies were helpful i decided to just ring up and do it over the phone. I told the bloke on phone (whose English was extremely poor) that i waneted to cancel my accounts. I gave the reason that i no longer had my XBox and was leaving the country to go travelling and closing down the bank account which the payment came out of. He said that he would immediatley cancel both accounts there and then as there was no point keeping them active. The reason i gave was actually in fact a real reason but i figured it may be worth sharing it as anyone else who wanted immediate cancellation could use this excuse.
June 28th, 2008 at 4:24 pm
A supervisor finally got on the line with me after 30 minutes of waiting (the day before, I waited 45 minutes before being told that all the supervisors are very busy!). So, she informed me that it will take 30 days from today to delete all my CC info from the account, and I will get a call back regarding such. I plan to keep vigil on my CC purchase history from here until then, and I’m definitely going to hold them to that 30 days!!
July 7th, 2008 at 2:39 am
I cancelled my XBox Live account today, and while I was on the phone I asked the (American) operator why it was that I could create an account online, add new credit cards, purchase points, change my contact info and do anything else except cancel.
He said it’s because if members could cancel their accounts via the internet “other people migh be able to falsely log in to your account (we call them hackers) and cancel your XBOX live account without your permission.”
I couldn’t help laughing at him. I said I know what a hacker is, and if Microsoft’s system is so insecure that they fear hackers might login in and cancel my account I’m glad i’m shutting it down, since it gives me no confidence at all in thier ability to securely protect my credit card and personal contact info, nor to safely process payments or other transactions online. I suggested that what he had offered me was the most flimsy excuse imaginable for a system blatantly designed to minimise cancellations by obscuring the process.
We agreed to disagree.
Now we’ll wait and see if the cancellation was actually successful or if they’ll just tap my credit card next week anyway when the renewal date rolls around…
July 14th, 2008 at 5:50 am
i also want to remove my credit card information from xbox live…now if i called up xbox, could they completely remove my credit card information without removing my account and my current gold membership? The renewal isn’t until march 09, so i don’t want to lose the rest of this membership, all i want is my credit card information removed so that they cannot automatically charge me for another year of live. is this possible?
August 10th, 2008 at 11:03 pm
this is true i followed al lthe steps exactly how he told me and i have to wait 30 days for the process
August 15th, 2008 at 11:43 am
My son has been gaining points without my permission (A bit of character correction needed)I tried to cancel my card on the xbox!
Well hey presto, you can’t!I think it is a disgrace that Microsoft can do this! Were there warnings at the begin? I don’t know,but I didn’t see them.
This needs to be sorted out quickly and people should warn everyone they know.
My son needs a password to go on windows live but need a password to pay for points? Doh! maybe I’ve missed something?
I ran microsoft and someone is ringing me within 48 hours. What a joke!
August 22nd, 2008 at 10:50 pm
Xbox Live is the most corrupt business out their! I was on the phone 3 hours, one representative would send me to the next and they all would say they couldn’t remove my card. They should all be hung. I finally hung up. I’m reporting them to the better business bureau for fraud and the us generals office.They intentional try to stop people from canceling their credit cards. I had this problem on the xbox1 but never thought it would happen again.I will never buy from them again!