Internet browsing/download false charges

[Anonymous]

I want you to investigate this

I want you contact Window App Store with the enclose reference.

I want you either stop the payment of 1.49p or credit me for a app that I have never recieved

I want you to see the purchase history where there is no record of me recieving this app

I want you to treat this as a complaint

I want you to discuse this matter with your operators listed 

I can not understand why no one looks at this at taking money from my account when I have not reieved anything
please escalate this matter

Here is a copy of your chat with O2.

General Info
Chat start time	Apr 8, 2014 11:44:37 AM EST
Chat end time	Apr 8, 2014 12:56:07 PM EST
Duration (actual chatting time)	01:11:29
Operator

Chat Transcript

info: Welcome to O2. Someone will be with you soon. info: You're through to 'O2 :' O2 :: Hello, it's O2 : here. What can I do for you? r williams: Please check last chat for stopping payment for a non installed apps from windows app store as pet ref from windows r williams: Gi O2 :: Since I'm from Pay & Go chat team, I don't have your Pay Monthly account details. I'll transfer this chat to our Pay Monthly chat team. They'll help you further with this. r williams: Hi O2 :: Shall I transfer you to them? r williams: To who O2 :: Pay Monthly team. r williams: Yes what ever it takes info: We’re putting you through to the right person, won’t be long. info: You're through to 'O2 -' O2 -: Hello, it's O2 - here. What can I do for you? r williams: Hi please read last chat O2 -: Sure, please allow me a minute while I go through the last chat r williams: Ok thank u O2 -: Can you please help me with your full name? r williams: O2 -: Thank you O2 -: Please can you tell me the 3rd & 5th character of your security answer? r williams: I would be guessing as i fo not have it with me O2 -: I'll help you with the Hint O2 -: Your security question is r williams: O2 -: Your security question is r williams: O2 -: I'm sorry that's incorrect answer O2 -: Please can you tell me the 3rd & 5th character of your security answer? r williams: I do not know it by heart all i know is i want the payment of 1.49p stopped as per instruction by windows app store please confirm u have my instructions O2 -: I can surely check and confirm this to you before that can you please cooperate with the security check? O2 -: Can you please confirm the first and last digit of your sort code and your last bill amount? r williams: I not had this phone & service more then then 4 weeks and i am being overcharged already r williams: My date of birth is  O2 -: Thank you r williams: Ok  O2 -: I can see that you have been charged £1.49 for purchasing a App from Windows Phone Store r williams: As per previous i have not installed or received this app i do want to pay for something i have not got O2 -: I do understand your concern, but the charges are valid you're liable to pay the charges. Let me check what best I can do for you in this r williams: Windows apps store said if u are unable to stopped this charge u need to speak to them about the why their policy with u is not being complied with O2 -: , the charges are not taken by O2, whatever app purchased is done Microsoft will charges this from O2 r williams: The reference was on previous chat O2 -: So that the reason we have charged the money you pay on your bill for this app purchase will be given to Microsoft for the App O2 -: You can contact Microsoft and if they are ready to give the refund for this app purchase we can refund the amount same to you r williams: They said the apps supplier sent u the invoice as o2 is locked from their access then u pat them i am telling u to stop this payment as u r the one stop ot O2 -: I'm sorry we won't be able to stop this charges the bill is already generated if Microsoft is ready to refund the amount to O2 we can further ready to credit this amount to your next bill r williams: They r please quote the reference number when u contact them and they will tell u refund me they can not access ny account with u u have to contact them r williams: If u do not stop it i will stop my payment to u completely until u sort it out i suggest u get someone more senior now r williams: Look this invoice is die to b paid by me on 20th April but it will not b if u do not get someone semior O2 -: Please allow me a minute O2 -: I'll now transfer this chat to my Manager, he will assist you further. O2 -: Shall I transfer this chat now? r williams: Yes O2 -: Thank you O2 -: Please stay connected while I transfer this chat now info: Hold on. You're being put through to. info: You're through to '' : Hello : Please give me few minutes to read the chat. : Thanks for waiting. : The purchase has been made via Windows apps store and you've been billed on your mobile bill account. : O2 will pay Windows apps store and there is no way to stop this billing. : Windows app will receive the payment and if you haven't received or downloaded the app, then you've contact them for a refund. : You can keep this chat transcript as a reference to confirm that the invoice cannot be cancelled. r williams: U need to contact windows app store quote the reference from previous chat so u can stop the charge as per thier policy with u r williams: Of i stop the dirct debit it will not get paid u will normally recieve payment from me then u pay windows do u not understand your policy with windows store : I'm sorry, we can't contact Windows app store : Their billing is different and your mobile billing is different. r williams: How do i stop all payment being added to the o2 bill in the future so u can not charge me for anything from them r williams: In British law if u do not receive a item u do not pay for item : It's not possible to stop any payment being added to your bill. You'll be charged for your usages and purchases. r williams: How can u charge me for something i have no recieved : As per our system, you've been charged for a purchase via Windows app store. This is a third party service. We just pass on the charges to the third party. If you didn't receive the app, then you've to contact the third party for the refund. r williams: Shall we call the police : It's up to you. r williams: Give me the name address & telephone number & email address of the third party who added this payment to my account without suppling anything : You have stated that you've contacted them. r williams: Windows app store confirmed that there was no purchase history for this charge so u need to contact them to explain what u r doing please rscalate this matter escalate the matter higher please : I can't escalate this further. You can write to our complaints team at complaintreviewservice@o2.com to take this matter further. r williams: Can u please send this transcript to windows app store & myself also explain to what is going to happen when i stopp the direct debt : I'm sorry I can only send the chat transcript to you. r williams: Please pass all chats transcripts to your complaint depart this is now a compliaint : I can't forward it to them, but you can send an email. r williams: This is obvious nbeyond ur ability to sort out a customer problem r williams: The word should we can sort anything out info: We'll email a copy of your chat transcript to . : The charges are valid and so I'm unable to offer a credit. r williams: Ok another lost customer r williams: They r noto valid its theft until u see that u will not change the situation r williams: Example i will say promise to send u this item in front of me for say 100.00p u have to pay for it but u will never recieve it that fraud r williams: I hope u learn how u lost a customer today r williams: I will have to go now as i have to purchase something online with my Vodafone account bye

[MI5 · Accepted solution]

Call 202 from you phone to speak to CS.
We're just customers here, like yourself.

[Anonymous]

ed to your account.
Pepe D.: at 12:02:04

Microsoft
info: at 10:55:29
Please wait for an agent to respond. You are currently '1' in the queue.
info: at 10:55:32
Privacy Statement
You are now chatting with 'Pepe D.'.
roy: at 10:55:36
hi
Pepe D.: at 10:55:42
Hello roy, my name is Pepe D. with Microsoft Windows Phone and Xbox Music Support. Please give me a few moments as I review the information you've submitted.
roy: at 10:55:46
did you see the question
Pepe D.: at 10:56:25
Yes, I understand you you have an issue with a purchase, is that correct please?
roy: at 10:56:32
yes
roy: at 10:56:44
i am unaware of the purchase
Pepe D.: at 10:57:38
So you did not purchase that content, did you?
roy: at 10:58:17
not to my knowledge what is the purchase
Pepe D.: at 10:59:17
Ok, let me check your billing activity please.
Pepe D.: at 10:59:25
Can you provide more info about the purchase please?
roy: at 10:59:25
there is nothing unfer purchase history
Pepe D.: at 10:59:31
Date, cost.
roy: at 10:59:37
1.49p
roy: at 11:02:16
o2 bill says before 6th april
Pepe D.: at 11:02:45
Ok, so your bill is managed by O2 (Mobile operator)
Pepe D.: at 11:02:55
Then you have to contact them to ask for a possible refund.
Pepe D.: at 11:03:16
I was looking for it in your billing account, but Mobile operators bills are not showing up in our system
roy: at 11:03:37
they said it was purchased on windows app store & they were unable to tell me what it was for & where it is
Pepe D.: at 11:03:40
If they do, shows up as a "locked" content. So we cannot refund you or cancel it, etc.
Pepe D.: at 11:04:16
You can check your billing info in the following web site:
Pepe D.: at 11:04:22
www.commerce.microsoft.com
roy: at 11:04:27
surly you have access to what i supposed to have purchase on the windows app store
Pepe D.: at 11:04:34
You should see what is the purchase for.
roy: at 11:05:00
there is no record of the ourchase except it was purchase on the app store
Pepe D.: at 11:05:13
My system does not allow me to do that I am trying for the 3rd time now, with no success 😞
roy: at 11:05:55
can you put me in toch with someone who contrils the window app store history of purchases
Pepe D.: at 11:06:06
I am sorry Roy, but if we cannot see anything, and your phone bill is managed by your Mobile operator, they are the only ones who can check the info.
Pepe D.: at 11:06:13
We normally can see the purchase history
Pepe D.: at 11:06:26
The customers can see it on www.windowsphone.com and the commerce site I provided you
roy: at 11:06:48
if you & me can not see the app purchase then something is wromng
Pepe D.: at 11:07:03
If you cannot see your purchase history on those official sites, then something is wrong with your account. And your Mobile operator, who bills you, should have more info about.
Pepe D.: at 11:07:17
Yes I am afraid you are correct Roy
roy: at 11:07:32
when you go this link there is no history please note ni history
roy: at 11:08:00
can you please let me contact someone in charge
Pepe D.: at 11:08:06
On your phone, if you go on "settings>email+accounts"
Pepe D.: at 11:08:12
what is your Microsoft account there please?
roy: at 11:09:20
as microsoft account
Pepe D.: at 11:09:57
Oh, ok, give me a moment
Pepe D.: at 11:10:17
I thought your Microsoft account was the one you provided at the beginning of this chat session.
Pepe D.: at 11:10:22
Give me a moment please.
roy: at 11:10:50
have i two account then
Pepe D.: at 11:11:08
You can only have a Microsoft account on your phone.
Pepe D.: at 11:11:22
There is no way you have two of them. The rest are secondary accounts
Pepe D.: at 11:11:32
If you go on your phone to "Xbox games"
Pepe D.: at 11:11:47
you will see your avatar there and its name (Gamertag), can you provide
me that please?
roy: at 11:14:16
i tap the tile xbox
roy: at 11:15:02
i do not know what i am looking for as i do not use this tile
Pepe D.: at 11:15:13
Ok
Pepe D.: at 11:15:22
If you go to the "Games" section
Pepe D.: at 11:15:37
you will see your Avatar, a cartoon
Pepe D.: at 11:15:54
and beside that, your Gamertag, a weird name. It is an online name.
Pepe D.: at 11:15:59
That is what I need please.
roy: at 11:16:00
it say xbox spotlight collection
Pepe D.: at 11:17:04
Ok let's try this other option to get your Gamertag cause it seems your
account is no correctly set up
roy: at 11:17:13
under xbox it says something?
Pepe D.: at 11:17:16
Go on a pc, on www.xbox.com to sign in with your Microsoft account please.
Pepe D.: at 11:17:24
Ok, that is your gamertag
Pepe D.: at 11:17:25
Thanks
Pepe D.: at 11:18:06
Ok, I got the account
roy: at 11:18:40
it says to continue crete a an xbox profile
Pepe D.: at 11:18:54
Now in order to access to its billing info we need to pass an easy
verification process: I will send you a code to this email address you just need to check your email in box to get the code and to write it down here on the chat, ok?
Pepe D.: at 11:19:25
You can do that later on, I just want to check your billing account to see
if that purchase is correct or you do not recognize it
Pepe D.: at 11:21:28
Can I send the code please?
roy: at 11:21:43
what email address is that microsoft ac?
Pepe D.: at 11:22:35
It seems so, the thing is that until we do not pass the verification process
I can see the email address partially.
Pepe D.: at 11:22:59
like : (this is an example)
roy: at 11:23:48
there is only 1 email at that address from outlook team when opened account
Pepe D.: at 11:24:23
Well, Can we try please?
Pepe D.: at 11:24:28
Can I send the code?
roy: at 11:25:51
iam getting lost now
Pepe D.: at 11:26:16
Roy
Pepe D.: at 11:26:30
We need to pass a verification to see if you are the real owner, this is
by policy
Pepe D.: at 11:26:39
I will send you a code to that email address
roy: at 11:26:41
there is only a welcome email at this address
Pepe D.: at 11:26:47
you just need to check your email in box to get it, ok?
Pepe D.: at 11:26:55
I did not send the code yet
Pepe D.: at 11:26:59
because you did not answer me
Pepe D.: at 11:27:03
Can I send the code?
roy: at 11:27:17
i must be looking in the wrong place
Pepe D.: at 11:27:48
I do not know that Roy, but you won't be able to see any code, cause I am
waiting for you to reply to me
Pepe D.: at 11:27:54
Can I send the code please?
roy: at 11:28:15
i can not see a code
Pepe D.: at 11:28:38
Ok Roy, I have sent NOW the code. Not before, just now
Pepe D.: at 11:28:50
Cause I was asking to send it over, but you were not responding me
Pepe D.: at 11:28:58
You were looking for something that was not sent
Pepe D.: at 11:29:00
Until now
Pepe D.: at 11:29:11
That is what I asked you : "can i send the code?
roy: at 11:29:41
i am sorry i am not getting email
Pepe D.: at 11:30:29
Ok, it can take a few minutes. Please refresh the page
Pepe D.: at 11:30:39
after some minutes, to check if it is there
roy: at 11:33:20
on a pc when i try to sigh in  it says that this
account does not exist
Pepe D.: at 11:34:10
That is what I got when I tried the account, but with the Gamertag my system
found an account.
Pepe D.: at 11:34:29
It is similar but I cannot confirm you what email is due to the verification
process for security reasons
Pepe D.: at 11:34:35
I can only see some letters
Pepe D.: at 11:34:47
not the entire addresss
roy: at 11:37:36
can you tell me if i suppose to be loggin in to live.com then
Pepe D.: at 11:37:55
What do you mean please?
Pepe D.: at 11:38:18
When I asked you the gamertag that is associated to your Microsoft account
on the phone.
Pepe D.: at 11:38:29
So you just need to check your Microsoft account email in box
Pepe D.: at 11:38:37
But I cannot confirm you how it is
roy: at 11:38:45
i getting lost here i feel i want to delete everything on the pc & phone
cancel contract & dump phone in bin
Pepe D.: at 11:38:48
You can see it on "settings>email+accounts"
Pepe D.: at 11:39:11
I am sorry to hear that, but this is not a phone issue. It is an account
issue as you can see.
Pepe D.: at 11:39:29
The user is the only one who knows his accounts, and info.
Pepe D.: at 11:39:42
We cannot help without correct info Roy.
roy: at 11:39:47
i see the setting for microsoft account & outlook but how do i get on to
the emails
Pepe D.: at 11:40:35
The emails show up when you receive them on the phone. How you check your
emails on the phone normally please?
roy: at 11:41:12
i do not use the phone emails this is the problem
Pepe D.: at 11:41:32
Ok,
Pepe D.: at 11:41:51
so please check what is your Microsoft account on the phone and then go on
a pc to sign in with on www.live.com
Pepe D.: at 11:42:10
Pay attention on how is the account written, just in case you missed some
letters
roy: at 11:45:01
ok i can see that there was a error on the email address & now logged on
microsoft account
Pepe D.: at 11:45:13
Great
Pepe D.: at 11:45:19
Can you see the code from Microsoft?
roy: at 11:46:03
screen says microsoft account no mention of email tag
Pepe D.: at 11:47:01
Look I have opened another software so I can send the verification code

to your other address, the one you have provided at the beginning of this
chat session, ***07
Pepe D.: at 11:47:12

can we try that other email address to get the code please?
Pepe D.: at 11:47:17
Do you have access to it?
roy: at 11:48:18
have access to  on pc
Pepe D.: at 11:48:33
Great, I will send the code right now
Pepe D.: at 11:48:41
Done
roy: at 11:49:02
48848845 thanks
Pepe D.: at 11:49:46
Perfect, I am getting in. Just give me a moment please.
Pepe D.: at 11:54:36
Ok Roy, it seems today we have a really bad luck. My system crashes down
Pepe D.: at 11:54:44
I need to re-send you the code 😞
roy: at 11:54:46
ho ho!
roy: at 11:54:51
ok
Pepe D.: at 11:55:03
Thanks, it has been sent.
roy: at 11:55:03
88971787
Pepe D.: at 11:55:26
Great, hold on for a moment please.
Pepe D.: at 11:55:51
Ok I can see your purchase
Pepe D.: at 11:56:14
It is about Remote desktop will securely connect to any Windows XP.......
Pepe D.: at 11:56:22
It seems to be a remote control app for your pc
Pepe D.: at 11:56:28
Do you recognize it please?
roy: at 11:57:07
i have never recieved this also i have windows 8 on phone & windows 7 on pc
Pepe D.: at 11:57:38
Ok, the good think is this purchase is pending. So your Mobile operator
has not processed the payment.
Pepe D.: at 11:57:50
I would suggest you to contact them as soon as possible to stop it
Pepe D.: at 11:57:55
Before the charge you
roy: at 11:58:05
its been added to my o2 account for payment on 29th april
roy: at 11:58:44
they said i had to come to you
Pepe D.: at 11:58:54
I cannot see that info, cause as I told you before, Mobile operator info
is not available for us.
Pepe D.: at 11:59:03
Related to billing or whatever other info.
Pepe D.: at 11:59:24
By Microsoft policy all Mobile operator bills have to be managed by them.
Pepe D.: at 11:59:41
We see your billing locked when you pay through them.
Pepe D.: at 12:00:03
If you use a normal payment method like a credit card or paypal account,
then we are able to refund, cancel, etc.
Pepe D.: at 12:00:12
But not on Mobile operator billing Roy.
roy: at 12:00:32
if o2 will not stop payment is there a contact & company name for the remote
desktop app
Pepe D.: at 12:01:04
That is the official statement, trust me. If I could refund you, it had been
done since the very beginning I accessed to your account.
Pepe D.: at 12:02:04
If your Mobile operator does not stop the charge. Please ask them to contact
Microsoft to clear up the situation. And then you can contact us back to
escalate your case to our engineers, So we can investigate what that Mobile
operator is not following the policy.
Pepe D.: at 12:02:20
This is a reference to this chat conversation if you need to get back to us
at some stage:1241816743
Pepe D.: at 12:02:49
You just need to keep that reference number in case you need to contact us
back.
Agent is typing...



Microsoft
info: at 10:55:29
Please wait for an agent to respond. You are currently '1' in the queue.
info: at 10:55:32
Privacy Statement
You are now chatting with 'Pepe D.'.
roy: at 10:55:36
hi
Pepe D.: at 10:55:42
Hello roy, my name is Pepe D. with Microsoft Windows Phone and Xbox Music
Support. Please give me a few moments as I review the information you've
submitted.
roy: at 10:55:46
did you see the question
Pepe D.: at 10:56:25
Yes, I understand you you have an issue with a purchase, is that correct
please?
roy: at 10:56:32
yes
roy: at 10:56:44
i am unaware of the purchase
Pepe D.: at 10:57:38
So you did not purchase that content, did you?
roy: at 10:58:17
not to my knowledge what is the purchase
Pepe D.: at 10:59:17
Ok, let me check your billing activity please.
Pepe D.: at 10:59:25
Can you provide more info about the purchase please?
roy: at 10:59:25
there is nothing unfer purchase history
Pepe D.: at 10:59:31
Date, cost.
roy: at 10:59:37
1.49p
roy: at 11:02:16
o2 bill says before 6th april
Pepe D.: at 11:02:45
Ok, so your bill is managed by O2 (Mobile operator)
Pepe D.: at 11:02:55
Then you have to contact them to ask for a possible refund.
Pepe D.: at 11:03:16
I was looking for it in your billing account, but Mobile operators bills are
not showing up in our system
roy: at 11:03:37
they said it was purchased on windows app store & they were unable to tell
me what it was for & where it is
Pepe D.: at 11:03:40
If they do, shows up as a "locked" content. So we cannot refund you or
cancel it, etc.
Pepe D.: at 11:04:16
You can check your billing info in the following web site:
Pepe D.: at 11:04:22
www.commerce.microsoft.com
roy: at 11:04:27
surly you have access to what i supposed to have purchase on the windows
app store
Pepe D.: at 11:04:34
You should see what is the purchase for.
roy: at 11:05:00
there is no record of the ourchase except it was purchase on the app store
Pepe D.: at 11:05:13
My system does not allow me to do that I am trying for the 3rd time now,
with no success 😞
roy: at 11:05:55
can you put me in toch with someone who contrils the window app store
history of purchases
Pepe D.: at 11:06:06
I am sorry Roy, but if we cannot see anything, and your phone bill is
managed by your Mobile operator, they are the only ones who can check the info.
Pepe D.: at 11:06:13
We normally can see the purchase history
Pepe D.: at 11:06:26
The customers can see it on www.windowsphone.com and the commerce site I
provided you
roy: at 11:06:48
if you & me can not see the app purchase then something is wromng
Pepe D.: at 11:07:03
If you cannot see your purchase history on those official sites, then
something is wrong with your account. And your Mobile operator, who bills
you, should have more info about.
Pepe D.: at 11:07:17
Yes I am afraid you are correct Roy
roy: at 11:07:32
when you go this link there is no history please note ni history
roy: at 11:08:00
can you please let me contact someone in charge
Pepe D.: at 11:08:06
On your phone, if you go on "settings>email+accounts"
Pepe D.: at 11:08:12
what is your Microsoft account there please?
roy: at 11:09:20
 as microsoft account
Pepe D.: at 11:09:57
Oh, ok, give me a moment
Pepe D.: at 11:10:17
I thought your Microsoft account was the one you provided at the beginning
of this chat session.
Pepe D.: at 11:10:22
Give me a moment please.
roy: at 11:10:50
have i two account then
Pepe D.: at 11:11:08
You can only have a Microsoft account on your phone.
Pepe D.: at 11:11:22
There is no way you have two of them. The rest are secondary accounts
Pepe D.: at 11:11:32
If you go on your phone to "Xbox games"
Pepe D.: at 11:11:47
you will see your avatar there and its name (Gamertag), can you provide
me that please?
roy: at 11:14:16
i tap the tile xbox
roy: at 11:15:02
i do not know what i am looking for as i do not use this tile
Pepe D.: at 11:15:13
Ok
Pepe D.: at 11:15:22
If you go to the "Games" section
Pepe D.: at 11:15:37
you will see your Avatar, a cartoon
Pepe D.: at 11:15:54
and beside that, your Gamertag, a weird name. It is an online name.
Pepe D.: at 11:15:59
That is what I need please.
roy: at 11:16:00
it say xbox spotlight collection
Pepe D.: at 11:17:04
Ok let's try this other option to get your Gamertag cause it seems your
account is no correctly set up
roy: at 11:17:13
under xbox it says something?
Pepe D.: at 11:17:16
Go on a pc, on www.xbox.com to sign in with your Microsoft account please.
Pepe D.: at 11:17:24
Ok, that is your gamertag
Pepe D.: at 11:17:25
Thanks
Pepe D.: at 11:18:06
Ok, I got the account
roy: at 11:18:40
it says to continue crete a an xbox profile
Pepe D.: at 11:18:54
Now in order to access to its billing info we need to pass an easy
verification process: I will send you a code to this email address you
just need to check your email in box to get the code and to write it down
here on the chat, ok?
Pepe D.: at 11:19:25
You can do that later on, I just want to check your billing account to see
if that purchase is correct or you do not recognize it
Pepe D.: at 11:21:28
Can I send the code please?
roy: at 11:21:43
what email address is that microsoft ac?
Pepe D.: at 11:22:35
It seems so, the thing is that until we do not pass the verification process
I can see the email address partially.
Pepe D.: at 11:22:59
like : p***************@*****e.c**m (this is an example)
roy: at 11:23:48
there is only 1 email at that address from outlook team when opened account
Pepe D.: at 11:24:23
Well, Can we try please?
Pepe D.: at 11:24:28
Can I send the code?
roy: at 11:25:51
iam getting lost now
Pepe D.: at 11:26:16
Roy
Pepe D.: at 11:26:30
We need to pass a verification to see if you are the real owner, this is
by policy
Pepe D.: at 11:26:39
I will send you a code to that email address
roy: at 11:26:41
there is only a welcome email at this address
Pepe D.: at 11:26:47
you just need to check your email in box to get it, ok?
Pepe D.: at 11:26:55
I did not send the code yet
Pepe D.: at 11:26:59
because you did not answer me
Pepe D.: at 11:27:03
Can I send the code?
roy: at 11:27:17
i must be looking in the wrong place
Pepe D.: at 11:27:48
I do not know that Roy, but you won't be able to see any code, cause I
am waiting for you to reply to me
Pepe D.: at 11:27:54
Can I send the code please?
roy: at 11:28:15
i can not see a code
Pepe D.: at 11:28:38
Ok Roy, I have sent NOW the code. Not before, just now
Pepe D.: at 11:28:50
Cause I was asking to send it over, but you were not responding me
Pepe D.: at 11:28:58
You were looking for something that was not sent
Pepe D.: at 11:29:00
Until now
Pepe D.: at 11:29:11
That is what I asked you : "can i send the code?
roy: at 11:29:41
i am sorry i am not getting email
Pepe D.: at 11:30:29
Ok, it can take a few minutes. Please refresh the page
Pepe D.: at 11:30:39
after some minutes, to check if it is there
roy: at 11:33:20
on a pc when i try to sigh in it says that this
account does not exist
Pepe D.: at 11:34:10
That is what I got when I tried the account, but with the Gamertag my system
found an account.
Pepe D.: at 11:34:29
It is similar but I cannot confirm you what email is due to the verification
process for security reasons
Pepe D.: at 11:34:35
I can only see some letters
Pepe D.: at 11:34:47
not the entire addresss
roy: at 11:37:36
can you tell me if i suppose to be loggin in to live.com then
Pepe D.: at 11:37:55
What do you mean please?
Pepe D.: at 11:38:18
When I asked you the gamertag that is associated to your Microsoft account
on the phone.
Pepe D.: at 11:38:29
So you just need to check your Microsoft account email in box
Pepe D.: at 11:38:37
But I cannot confirm you how it is
roy: at 11:38:45
i getting lost here i feel i want to delete everything on the pc & phone
cancel contract & dump phone in bin
Pepe D.: at 11:38:48
You can see it on "settings>email+accounts"
Pepe D.: at 11:39:11
I am sorry to hear that, but this is not a phone issue. It is an account
issue as you can see.
Pepe D.: at 11:39:29
The user is the only one who knows his accounts, and info.
Pepe D.: at 11:39:42
We cannot help without correct info Roy.
roy: at 11:39:47
i see the setting for microsoft account & outlook but how do i get on to
the emails
Pepe D.: at 11:40:35
The emails show up when you receive them on the phone. How you check your
emails on the phone normally please?
roy: at 11:41:12
i do not use the phone emails this is the problem
Pepe D.: at 11:41:32
Ok,
Pepe D.: at 11:41:51
so please check what is your Microsoft account on the phone and then go on
a pc to sign in with on www.live.com
Pepe D.: at 11:42:10
Pay attention on how is the account written, just in case you missed some
letters
roy: at 11:45:01
ok i can see that there was a error on the email address & now logged on
microsoft account
Pepe D.: at 11:45:13
Great
Pepe D.: at 11:45:19
Can you see the code from Microsoft?
roy: at 11:46:03
screen says microsoft account no mention of email tag
Pepe D.: at 11:47:01
Look I have opened another software so I can send the verification code
to your other address, the one you have provided at the beginning of
this chat session, ***07
Pepe D.: at 11:47:12
can we try that other email address to get the code please?
Pepe D.: at 11:47:17
Do you have access to it?
roy: at 11:48:18
have access to  on pc
Pepe D.: at 11:48:33
Great, I will send the code right now
Pepe D.: at 11:48:41
Done
roy: at 11:49:02
thanks
Pepe D.: at 11:49:46
Perfect, I am getting in. Just give me a moment please.
Pepe D.: at 11:54:36
Ok Roy, it seems today we have a really bad luck. My system crashes down
Pepe D.: at 11:54:44
I need to re-send you the code 😞
roy: at 11:54:46
ho ho!
roy: at 11:54:51
ok
Pepe D.: at 11:55:03
Thanks, it has been sent.
roy: at 11:55:03

Pepe D.: at 11:55:26
Great, hold on for a moment please.
Pepe D.: at 11:55:51
Ok I can see your purchase
Pepe D.: at 11:56:14
It is about Remote desktop will securely connect to any Windows XP.......
Pepe D.: at 11:56:22
It seems to be a remote control app for your pc
Pepe D.: at 11:56:28
Do you recognize it please?
roy: at 11:57:07
i have never recieved this also i have windows 8 on phone & windows 7 on
pc
Pepe D.: at 11:57:38
Ok, the good think is this purchase is pending. So your Mobile operator
has
not processed the payment.
Pepe D.: at 11:57:50
I would suggest you to contact them as soon as possible to stop it
Pepe D.: at 11:57:55
Before the charge you
roy: at 11:58:05
its been added to my o2 account for payment on 29th april
roy: at 11:58:44
they said i had to come to you
Pepe D.: at 11:58:54
I cannot see that info, cause as I told you before, Mobile operator info
is not available for us.
Pepe D.: at 11:59:03
Related to billing or whatever other info.
Pepe D.: at 11:59:24
By Microsoft policy all Mobile operator bills have to be managed by them.
Pepe D.: at 11:59:41
We see your billing locked when you pay through them.
Pepe D.: at 12:00:03
If you use a normal payment method like a credit card or paypal account,
then we are able to refund, cancel, etc.
Pepe D.: at 12:00:12
But not on Mobile operator billing Roy.
roy: at 12:00:32
if o2 will not stop payment is there a contact & company name for the
remote
desktop app
Pepe D.: at 12:01:04
That is the official statement, trust me. If I could refund you, it had
been
done since the very beginning I accessed to your account.
Pepe D.: at 12:02:04
If your Mobile operator does not stop the charge. Please ask them to contact
Microsoft to clear up the situation. And then you can contact us back to
escalate your case to our engineers, So we can investigate what that
Mobile
operator is not following the policy.
Pepe D.: at 12:02:20
This is a reference to this chat conversation if you need to get back to
us
at some stage:
Pepe D.: at 12:02:49
You just need to keep that reference number in case you need to contact us
back.
Pepe D.: at 12:03:22
But the official policy is that one: Mobile operator bills, are only
managed
by them. Cause they get the money first, and then they pay Microsoft a
part
of it.
roy: at 12:04:46




ok i will try them but was there a compnay name for the remote desktop
so not to mix up with another company
Pepe D.: at 12:05:39
I cannot see that info. We can only see a description of the purchased
content to keep the user's privacy.
Pepe D.: at 12:06:02
I can only see "bundle purchase" the last 03/25/2014
Pepe D.: at 12:07:00
And then a description: Remote desktop will securely connect to any
Windows XP, Vista, 7, 2003, server or other Windows computer running at
least Professional.
roy: at 12:07:05
where would the app download to if not on the phone
Pepe D.: at 12:07:12
Transaction in progress
Pepe D.: at 12:07:28
Well it should be on your phone
Pepe D.: at 12:07:32
Under apps
Pepe D.: at 12:07:41
Cause this is Mobile operator billing
roy: at 12:07:59
no its not
Pepe D.: at 12:08:02
Now you know the correct email account, if you sign in with on
www.windowsphone.com or commerce
Pepe D.: at 12:08:21
Sorry? It is not what?
roy: at 12:08:39
the apps is not listed on the phone
Pepe D.: at 12:09:01
Ah ok, can you see it on windowsphone.com or commerce.microsoft.com
Pepe D.: at 12:09:10
under your Microsoft account please?
Pepe D.: at 12:09:18
Now you know what is the correct one?
roy: at 12:12:21
not listed at history windowsphone.com
Pepe D.: at 12:13:21
Anyway Roy, do not worry about the developer, I suggest you to contact the
Mobile operator to ask for stopping the charge.
Pepe D.: at 12:13:29
If the do not help you
Pepe D.: at 12:13:42
Please contact us back with your reference number to escalate your case, ok?
roy: at 12:13:54
ok thanks for your help
Pepe D.: at 12:14:06
We are available 24 hours per day, 365 days per year
Pepe D.: at 12:14:29
So do not hesitate to contact us back. Just keep that reference number to
give it to the agent who answers you.
Pepe D.: at 12:14:39
Is there anything else I can assist you with by now?

[Toby]

Hi complaints15,

Welcome to the community. I have moved you post and created a new thread for you, as its easier for others to comment on and offer advice if they have it.
I have also edited out info from your post that is sensitive and should not be publicly viewable by others

Cheers!

[Anonymous]

You need to speak to customer services via 202 don't bother with live chat

[anticpated]

Verbosity knows no end.

[jonsie]

O2 have charged you because Microsoft have billed them, call 202 but really it's down to the app store to refund your account.

[Anonymous]

Hi complaints15

To be honest there is so much there that most on here are unlikely to read it through.

As you have a billing query we would recommend you call o2 free on your o2 contract phone and speak to the billing team.

It looks as though an app has been purchased using your email address or phone. Could your email have been hacked?

[jonsie]

I sort of lost the will to live halfway through but got the general gist of it. If the OP carries out his threat of not paying his account we all know the implications and there will be only one loser.