Well it's finally sorted out...
After exchanging emails with Kim & Scott a couple of times Kim said that she was getting somebody to call me to make sure it was resolved quickly. The following day I had a call from somebody phoning from Redmond in the US, he apologised and advised me that me details would be removed in 48 hours.
48 hours later and my card details were still recorded online. I'm not the sort of person to go mad after the 48 hours just because that's when I was told it would happen but because Kim & Scott had asked me to keep them up to date with how things were progressing I emailed them both to let them know it hadn't happened and to ask whether I could have somebody in the UK as a contact so that I didn't have to rely on emails all the time.
I received a reply from Kim almost straight away with more apologies and she promised me that people at her level were looking into these issues for me and that she would get one of their specialists in Reading to contact me to deal with it.
I quickly received an email from Tim in the UK who said that he wanted to phone me when it was convenient to me. I replied to the email as I was in work and asked if he could call me at home at 6pm, he said that was fine.
I got home and dead on 6 Tim phoned and we spoke for a while. He said that as soon as my earlier emails were received in Redmond action was taken at that level of management, within an hour they'd brought in one of their staff who (Can't remember the job title) who works on a company wide level of leading their systems & he'd personally removed my details himself.
The good news is that Tim informed me that this mess had Microsoft Directors involved and as it was the beginning of the financial year money had be allocated to investigate removing this system from Microsoft and XBox Live for good. It seemed to have genuinely been unknown to people who were running the systems there for some reason.
I've passed on loads of details about these issues that I'd found online to give them some sort of idea that although it's a small minority of customers that there are people who are really having problems with it.
Tim also informed me that the Advisor training had been brought up by people in the US and it seems that all Advisers in Microsoft's customer services have full authority to remove credit card details but it does take up to 30 days as certain checks are performed by Microsoft before removing the details from the system.
I have Tim's phone number, email address, etc saved now and he has told me that if I have any issues with anything from Microsoft again then he is my personal contact in the company and he would find the person to resolve what ever the problem is for me if I phone him.
This was a couple of says back and I've not yet emailed Kim & Scott to let them know about it but I will do tomorrow probably.
It's taken ages and I've annoyed everybody from Bill Gates down into helping me but I've finally got it sorted out and I'm really hoping that they do find a much better way of removing these details for their customers...or to put it in Tim's own words "Empower our customers to be able to do it themselves".
After exchanging emails with Kim & Scott a couple of times Kim said that she was getting somebody to call me to make sure it was resolved quickly. The following day I had a call from somebody phoning from Redmond in the US, he apologised and advised me that me details would be removed in 48 hours.
48 hours later and my card details were still recorded online. I'm not the sort of person to go mad after the 48 hours just because that's when I was told it would happen but because Kim & Scott had asked me to keep them up to date with how things were progressing I emailed them both to let them know it hadn't happened and to ask whether I could have somebody in the UK as a contact so that I didn't have to rely on emails all the time.
I received a reply from Kim almost straight away with more apologies and she promised me that people at her level were looking into these issues for me and that she would get one of their specialists in Reading to contact me to deal with it.
I quickly received an email from Tim in the UK who said that he wanted to phone me when it was convenient to me. I replied to the email as I was in work and asked if he could call me at home at 6pm, he said that was fine.
I got home and dead on 6 Tim phoned and we spoke for a while. He said that as soon as my earlier emails were received in Redmond action was taken at that level of management, within an hour they'd brought in one of their staff who (Can't remember the job title) who works on a company wide level of leading their systems & he'd personally removed my details himself.
The good news is that Tim informed me that this mess had Microsoft Directors involved and as it was the beginning of the financial year money had be allocated to investigate removing this system from Microsoft and XBox Live for good. It seemed to have genuinely been unknown to people who were running the systems there for some reason.
I've passed on loads of details about these issues that I'd found online to give them some sort of idea that although it's a small minority of customers that there are people who are really having problems with it.
Tim also informed me that the Advisor training had been brought up by people in the US and it seems that all Advisers in Microsoft's customer services have full authority to remove credit card details but it does take up to 30 days as certain checks are performed by Microsoft before removing the details from the system.
I have Tim's phone number, email address, etc saved now and he has told me that if I have any issues with anything from Microsoft again then he is my personal contact in the company and he would find the person to resolve what ever the problem is for me if I phone him.
This was a couple of says back and I've not yet emailed Kim & Scott to let them know about it but I will do tomorrow probably.
It's taken ages and I've annoyed everybody from Bill Gates down into helping me but I've finally got it sorted out and I'm really hoping that they do find a much better way of removing these details for their customers...or to put it in Tim's own words "Empower our customers to be able to do it themselves".
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