Unfortunately, this happened to my son. Do you happen to have a PC with Windows 10? If so... Here's what happened to us, and maybe that will help you if you are still having problems.
(sorry this is long - I don't do well with being concise.)
1. Called Microsoft. Couldn't get through to anyone because there isn't a menu option for what he needed help with. Finally got through after punching random buttons (the # and zero "0" work wonders, but you need to go through a couple of menu options before you can start doing that). Gave the phone to my son to figure it out - good experience for him to deal with this. He hung up the phone (!) without letting me know after they said the only way to fix it was to purchase Windows 10 and reinstall it. Right. (He got it when it was a free download).
2. Called Microsoft again. Did the random button punching thing again using # and 0. Got through to someone who couldn't stop reading from a script, and then I immediately asked for their supervisor. Supervisor kept telling me we needed to purchase Windows 10 to fix the problem, kept on talking over me and wouldn't listen. I said no - it's a bait and switch. It was given free during before the August 25 deadline. He kept on asking WHEN he downloaded it. Told him it didn't matter, that Microsoft had automatically done it without his permission. Made my son very angry. They couldn't make us pay to fix for something that we got free. Told me he couldn't do anything, so I decided to wait until Monday to speak to a person at MS in the USA, so I got a case number for reference.
3. Started fuming about the whole thing. Waited 10 minutes calling back, doing the button punching and getting through to someone. Immediately asked to speak with the supervisor, giving them the case number. Gave the number once again to the supervisor, told him the saga about what had been happening, and he decided to help me. FINALLY. He gave me a copy of Windows 10 so son could fix it. Told us to call back once the download had completed.
4. Called again, doing the button punching (there's no direct way to get customer support). That person stayed with my son for 1/2 hour, and they couldn't get the computer to upload. The problem had locked his computer and he couldn't do anything on it. He ended up having to wipe his hard drive and reinstall everything. Every blessed thing. Thankfully he didn't loose anything, but he had to start from scratch.
So, if you need to call Microsoft, good luck. Don't let them read from a script. Ask to have someone in the United States help you (maybe Monday?). Hold strong and don't let them convince you that you need to purchase Windows 10. Don't get off the phone until you have a satisfactory answer and/or fix. And get that case number for reference! Good luck!
