Refused to Remove Charges for Unauthorized Purchases
I had several purchases made on my account that I didn’t authorize. Xbox support investigated and issued full refunds, confirming they weren’t my fault. However, HoYoverse has now placed my account in a negative balance and refuses to lift it — despite the proof I’ve submitted. They keep sending copy-paste responses, ignoring my requests for escalation or a manual review. I’ve never made a purchase in Genshin before, and now I’m being asked to repay money for currency I didn’t even mean to receive, let alone spend. This has been an exhausting, unfair experience for a player who’s tried everything to resolve things the right way.