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Rep: Hello, thank you for contacting Xbox Customer Support. My name is Rep.. Please give me a moment to review your question.
Charles: okay
Rep.: HI there Charles!
Charles: hello
Rep.: HOw are you doing today?
Charles: pretty good yourself
Rep.: Sounds fantastic! I'm  happy to hear that you are doing pretty well. I am doing fine too. Thank you for asking.
Rep.: By the way, No worries, you already have me in this chat session and I'll be happy to assist you with it.
Rep.: Here's what we are going to do, let us try to pull up first your account to check, for our documentation and see what we can do about it.
Rep.: for me to pull up your account, can you provide me your gamertag and email address?
Charles: XXXXX
Charles: XXXXX
Rep.: Thank you
Charles: no problem
Rep.: I am now pulling up your account
Rep.: may I know where are you trying to purchase?
Rep.: Console or PC?
Charles: xbox one
Rep.: Thank you
Rep.: I now have full access to it. Please bear with me while I look deeper into your issue.
Charles: okay.
Rep.: Thank you for patiently waiting Charles
Rep.: I was able to check your account and as I can see here you still have an active 12 months prepaid gold on your account that is valid up until 12/22/2015
Charles: Yes. But I am military and will be moving bases in that time frame so I wanted to extend past that time without disrupting my subscription
Rep.: I understand where you are coming from Charles however system wise we usually advise our customers who are on a prepaid subscription and wanted to purchase on line a new subscription is to wait first for the previous live to run out before you purchase a new one to avoid stuck up of subscription on your account where the system may only detect one XBL on your account
Charles: I don't understand why I can't simply extend another year of service. I figured it would simply run my account from 12/22/2015 and extend it to 12/22/2016... Surely that shouldn't be an issue right?
Rep.: Let me clear it for you Charles, I understand that you wanted to extend your subscription however since you have a previous Prepaid code on your account this will give an error when you try to add a purchase for live online. This may cause stuck up of subscription that may cause further issue on your account in detecting your subscription which we are trying to avoid on this point.
Charles: okay. So I have to keep this code for 9 months before I can activate it.
Rep.: Do you have with you the code?
Charles: yes.
Rep.: can I please have it so that we can check on it
Charles: XXXXXXXXXXX
Rep.: Thank you
Charles: You're Welcome
Rep.: You've got nothing to worry, Charles. The code is activated and perfectly working fine. The thing here is that it would be best if we can redeem the code once the membership expires on December 2015 so you won't have encounter the same troubles. No worries, I can guarantee you that it will work fine by that date. It is just that the code cannot be redeemed right now since the credit card was previously removed on your account causing this to happen.
Charles: okay. Thank you for your assistance. You have been very helpful.
Rep.: No worries you're very much welcome
info: Your chat transcript will be sent to chuckyj360@hotmail.com at the end of your chat.
Rep.: Have I addressed all your concerns for today?
Rep.: Is there anything else I can help you with today?
Charles: Nope that was everything. Thank you.
Rep.: OH!
Rep.: One last thing Charles, can you please do me a favor before you leave?
Charles: yes.
Rep.: If that was everything, I'd like to thank you again for contacting Xbox Customer Support. To properly end the chat session, please click on the "Close chat" button on the upper right hand corner of the chat window.  Have a wonderful rest of your day!