Steam charged me double amount for DLC and won’t refund!!

[Mike1304]

I bought London DLC in ingame marketplace. Then I got onscreen message that purchase failed. So I tried it again and then it worked. But I found out that Steam charged me both purchase attempts so that I had to pay the amount for the DLC twice.
I wrote already many times to Steam support that they should pay back the double amount but they don’t understand and simply say that I can’t get refund for ingame DLC.

But I don’t want to give the London DLC back, I just don’t want to pay the amount twice for one single DLC.
I don’t know what I could do to get the money back they stole from me...

[Matthias]

Hi,

Send them a screenshot of both your payments and tell them as simple as possible that you paid twice for the same add-on.

Good luck mate!

Greetings

[margalus]

The market is MS not Steam.

[gekco]

Steam doesn't handle the marketplace, bug Microsoft.

[[bin]zwieda]

Ingame marketplace is NOT steam (Valve), it is MICROSOFT.

What you are currently doing is like purchasing an S*msung phone via Amaz*n and THEN going to an Appl* store trying to return it there.

This won't work, also if you shout like a mad an.

Contact Microsoft Support, noone else can help you with this.

[Mike1304]

I already sent them all my screenshots and clear evidence that it’s double charging.

It’s strange that I should contact Microsoft because I bought the game from Steam and also my money for the DLC went from my bank via PayPal to STEAM. So I got double confirmation emails for my purchases from PayPal and STEAM and nothing from Microsoft.

I also tried Microsoft by the way but don’t know who to contact exactly and how. On their support page many links only lead to FAQs and for everything else they want me to “log in with the account with which I bought the game” but I didn’t buy it via Microsoft Store but via Steam...

@binzwieda: can you hear anyone shouting?
Should I really accept that they took my money twice?

It should be normal IMHO to get support from the company where I bought the game and get refund from the company who took my money, which is Steam...

[gekco]

The marketplace is still handled by Microsoft, Steam has nothing to do with it.

Since you paid by PayPal and if you truly did get doubled charged proove that to PayPal and have them refund the double charge, it's not rocket science.

[[bin]zwieda]

After you edited your text a bit, it seems much more reasonable now,
;)

Ofcourse it's not acceptable to be charged twice, you are absolutely right. Keep cool that way and things should get sorted out. As suggested, contact MS Support first, if they don't solve this contact Paypal.

Maybe update this here, to see if it ended well for you.

[Mike1304]

Hmmm, maybe I’m already too old but for me it’s indeed rocket science...
Don’t know where I can get my money back. I tried Microsoft support page and after browsing through many links I ended in a chat with an MS agent:

MS support:
I'm the Microsoft Virtual Agent. I'd love to help you. Please briefly describe your issue below.

Me: Hello, I bought Microsoft Flight Simulator via Steam. Then I bought London DLC inside the games ingame-Store. The first attempt ended with an error message (purchase failed) the second attempt (1 minute later) was successful and finally I own the London DLC. Unfortunately I got charged twice the amount (2x 6,74€ Invoice/Transaction No 2608102367770260229 and 2608102367770277812). Steam support couldn’t help me to get my money back I paid twice. They said I need to contact Microsoft support because Steam has nothing to do with ingame purchases of the Microsoft Flight Simulator. Can you please help me?

MS: Here's what I think you are asking about: I was charged multiple times for the same item. Is that correct?
Yes/No

Me: Yes

MS: How to request an Xbox refund
Before you get started:
When you request an Xbox refund, you'll need to sign in to the Microsoft account that made the purchase. If you've forgotten your password, see Reset password. Note: Refund requests can only be made through the form. Our dedicated team is ready to assist you.
Go to Request an Xbox refund.

Me: It’s not Xbox, it’s PC-version which I bought via Steam

MS: Here's what I think you are asking about: Get help with Xbox on Windows 10 - support.microsoft.com. Is that correct?
Yes/No

Me: yes

MS: I found this article that might help solve the problem.
Get help with Xbox on Windows 10 - support.microsoft.com
Applies to: Windows 10 Xbox App To get answers from Bing, type your question in the search box on the taskbar. To find specific help articles, browse Xbox help online or browse in the Tips app....
Did this solve your problem?
Yes/No


Don’t know what to do. I think I let them keep my money...
Will not buy any further DLC although I was looking forward to but I fear that this can happen with future DLC too that they charge me twice and it’s too difficult to get my money back then...

[margalus]

It is an Xbox refund. The Xbox refers to MS gaming platform, whether it be console or PC.

[Chaezaa]

The Microsoft Virtual Agent is a bot. Don't expect to get a human IQ response.

[[bin]zwieda]

Your chat seems to have been with an AI, not with an real person.

Did you check this one already?

https://flightsimulator.zendesk.com/hc/en-us/articles/360015885580-Refund-Cancellations-

[margalus]

Originally posted by binzwieda:

Your chat seems to have been with an AI, not with an real person.

Did you check this one already?

https://flightsimulator.zendesk.com/hc/en-us/articles/360015885580-Refund-Cancellations-

That is going to confuse the op more. He bought the game from Steam, but he bought the DLC from MS.

He was on the right track in post #8, but blew it when he thought Xbox meant console only.

[Dutchy60]

So can I conclude that it's best to buy direct from ORBX, simMarket, Flight1, Aerosoft, ...?
In Steam to buy somthing from the MSFS Market you first need to puy money in your Steam Wallet and that is used to buy stuff in MSFS market.

[Mike1304]

Thank you guys for trying to help me.
I know I talked only with bots but didn’t find email address from a real person.

I also filled out the form mentioned in #8 (Xbox refund) but it didn’t work. At the end it said “There was a problem. Please try later”. Tried later but never worked. I think the form needs access to articles from my shopping history at Microsoft/Xbox store, but the list is empty (because I bought via Steam) and/or it controls the order number which is a mandatory field in the form but I don’t have the right number (only Steam transaction numbers but they don’t seem to be recognised).
I think rocket science would be easier to learn for me than learning how to get my money back.
I know that the EUR amount they charged twice won’t bring me into financial troubles but still it’s not fair to not get it back IMHO...
Maybe it’s better to give up because I already invested a lot of time and nerves with this refund-project and I don’t know if it’s worth it.

As my money landed twice at Steam it would have been nice if they would have helped me, considering that I’m a long term customer and have bought the program via Steam and my money went there twice and I already sent them all infos/screenshots I have. Microsoft is also their cooperation partner as they sell their product on Steam.

I come from good old times where you could buy things in a store and if you had troubles they helped you and you could talk to human beings... ;-)

[Mike1304]

Originally posted by Dutchy60:

So can I conclude that it's best to buy direct from ORBX, simMarket, Flight1, Aerosoft, ...?
In Steam to buy somthing from the MSFS Market you first need to puy money in your Steam Wallet and that is used to buy stuff in MSFS market.

Yes but in my case those Steam credits were being purchased and used automatically via PayPal in the background. I only found out that they charged me twice when I got 2 confirmation mails from Steam and PayPal. But it was only used for the one DLC I purchased. First I thought the double charged amount must be somewhere left as Steam credits in the Steam wallet, but it’s EUR 0,00 and inside the Flight Simulator I don’t see any credits or wallet at all.
Wouldn’t have a problem if my credits are anywhere left so I could use it for further future DLC purchases, but nope, it’s just being stolen...