An update regarding the issues following the Xbox All Access pre-order last week. We cannot apologise enough for the experience you’ve had during this process, which has fallen short of the high standards we like to promise our customers.
If you have not already seen our previous communication regarding what to do if you experienced issues, we encourage you to read this first. Today, we can provide further updates on two of the topics previously mentioned.
Direct debit mandates.
Last week, as part of the Financing application process, Klarna set up a direct debit mandate with your bank. If you have a successful order with a confirmation email from GAME or Smyths Toys, and from Klarna, the direct debit associated with your application remains in place.
In the case where you were unable to complete your order, today we have cancelled your direct debit to ensure you have no open, unused direct debits on your bank account. To be clear, no money has been taken from your account on this direct debit.
Credit score impact.
We would like to reiterate that we are reviewing every application that was made (since Tuesday 22 September) and are working with the Credit Reference Agencies to remove any credit checks that should not remain on your credit file.
Once again, we are extremely sorry for the experience that occurred last week. We are continuing to work hard alongside Microsoft, GAME and Smyths Toys to resolve this as quickly as possible for you.
If you have any further questions at all, please contact us on: