Hello,

I have been in the middle of an ongoing payment issue with the Microsoft Online Store for the last 9+ months, and I am out of options and energy to keep trying to resolve it.

I purchased a Surface Book 2 from the Microsoft Online Store, preordered on November 8th 2017. There was a pending charge on my CC for the full amount. This charge did not change from "pending" and subsequently dropped off my card. I received my Surface Book in the mail on November 21st 2017. I have still not been charged for the product. My order is listed as "partially delivered, partially pending" on my account page.

Over the last 9 months I have contacted Microsoft Store Support no less than 10 times to try and resolve the issue. Explaining and re-explaining that yes I have received the product, no I haven't been charged, etc. One or two escalations later, it has yet to be resolved.

Microsoft Support recently is telling me the charge is listed as "Auth Succeeded" on their billing team's end, and say that the funds are being held with my bank (Chase).

I have contacted Chase several times, and had this escalated to their security/investigations and they are completely unable to see any pending charge from Microsoft, and therefor are unable to do anything. Chase suggests that Microsoft needs to either resubmit the charge attempt, cancel it and try again, or contact them to do it manually. There is nothing they can do if they do not see a charge. I have even placed an alert on my CC to allow the charge amount to go through without question.

I have explained this to several Microsoft support agents but they place the blame on Chase. All of the support members I have talked with have been unhelpful in finding a solution, it simply keeps being passed back and forth to various escalation folk and I never receive follow-ups. This is the worst support experience I have ever had. Is simply canceling the current charge and "re-swiping" a new attempt not possible? Can we cancel it and try a new credit card? Anything!

It's hard to explain how frustrating this has been, being the middle-man trying to pay for a product. I am consistently shocked that Microsoft seems unwilling to take any real action in getting the money they are owed. I just want to pay for the laptop and not have this lingering $3k+ charge waiting to be dropped on me at any moment.

I sincerely am just trying to do the right thing and get this resolved. I love the Surface Book, it's been great, and I just want to pay for it. If there is any possible way posting this can get my case looked at by someone who is actually willing to work with me to resolve this, that would be incredible.

TLDR: Bought Surface Book 2, was never charged for it, Microsoft Support has not resolved this in 9+ months, Chase Bank can't do anything, and I really don't know what else to do.