In the past, it has been decided that Sony customer service was shit and Microsoft's was great on things like refunds.
My experience is to say that Microsoft's is utter shite. I pre-ordered tenet uhd back in November, come release day on 14/12 my purchase is still showing you have pre-ordered and will be available to watch at 00:00.
Wait all day and still can't see, but the extended trailer as a pre-order bonus (whoop!) is now a 1 hr 26 minute making of which I can watch, but no film.
So direct message Xbox support in Twitter, no response. After 2 days try p