A Microsoft nightmare

Good morning/evening
 
You may think that what I write here is a fictional story but unfortunately it is not.
 
So let me take you back to the beginning, BTC is doing well (yep November 24) and we had taken some profits, so for years my husband had wanted a snazzy Xbox but more important things would always seem to take priority. So I said just buy it if you want it (Nice wife that I am!) Well that in itself was a nightmare and took hours. 
 
Because it is a limited edition it couldn't be purchased on the Xbox store app, it just kept saying out of stock, so my husband went to support to see when it would be in stock and they said they would be able to order 1 for him, oh great he said, let's do that then, so it starts. It is ordered, he goes to pay and it gets declined WTF the money is there, they told him he would need to whitelist Microsoft with the bank so he did that, declined again. Now my husband is multi tasking (Yes he can on occasion!) So he is on chat with the bank whilst also relaying everything to Microsoft. This took 2 hours to sort out with the bank giving no clear reason why they kept declining a payment (Yep I hate the banks too) but eventually it did go through and the husband was quite excited as was our teenager.
 

 
Then 3 days later the money was refunded back to our account, husband and teenager are now disappointed but back to Microsoft chat to find out what is going on, but again no one could tell him what the issue is so they said they could re order from the Spanish Microsoft store as they had it in stock so he said OK and they went through the same order process as before. This time there were no issues taking the payment from the bank. BUT guess what 3 days later again the money was sent back to our account. This time my husband phones the bank to see if it is them and they tell him Microsoft sent the money back. Another 2 hours wasted
 
By now my husband has given up and decides to buy a standard Xbox from our localish retailer, although not the model he wanted, but at least you just pay and take the item home. So now the men of the house are happy.
 
Then guess what, we get an email with a delivery date from Microsoft! Then another where they change the delivery date! 
 
Now we still have no idea if this delivery is going to happen as if you remember they keep sending the money back, so we wait for the delivery day. Nothing arrived but we had paid the extra for a fast delivery even though they kept returning the whole amount, but we did get a tracking number then so we were actually going to get the product and it was on route. Then the money was taken from the account so we have now actually paid for it and it should be with us in the next 5 days.
 

 
Once we have the delivery I go to Microsoft support to try and get some answers because the whole process was awful.
1 Why did it take hours just to buy an Xbox?
2 Why was the money taken,refunded,taken, refunded repeatedly?
3 Why pay for express delivery if it turns up 5 days after the day you tell me it will arrive?
4 Who do I send a complaint to?
As of now, still no answers from Microsoft lol! I understand that customer service is not what it used to be and I am probably just talking to bots, even when they tell me I am with a live agent. I also have no expectations of Microsoft even answering these questions if I am honest, but I do find it all a bit frustrating, but I guess they just expect people to 'give up'.
 
Ok so we do eventually receive this elusive Xbox and it comes with a matching controller.......Nice but roll on 2 months and the controller no longer works and to be fair it is not from overuse, in total I would say 20 hours and my husband is no hardcore gamer, just a guy who may play for an hour every now and then.
 
Still no news from Xbox support and so far I am on the 4th department, none of which are able to help apparently.
 
As for the controller that now no longer works, well the first 2 phone calls resulted in being hung up on, the 3rd call my husband managed to speak before they put the phone down and actually managed to ask for the controller to be repaired or replaced and although he was on hold for an hour, we did get a returns label so the controller is now on its way back to Microsoft.
 
So all in all this has been a truly horrible experience, is this normal or were we just unlucky? Have you had a horrible experience with Microsoft or a really good one? I would love to hear your thoughts.
 
Thank you for reading and feel free to comment.