Not so long ago, while doing deep research on Xbox Live's new video service, our own "Master Chief" Brian Lam found himself SOL on a video download. Yeah, Microsoft took his money, but left him alone, pantsless, movieless and possibly missing a kidney.
Then Microsoft responded.
From Major Nelson's blog:
We strongly encourage all folks who have experienced an error message or did not receive a download they purchased to call customer support at 1-800-4MYXBOX. I also want to mention that if you see the 'Points have been deducted from your account...' message when you are trying to download free content, we are NOT deducting points.
Video Marketplace Status [majornelson]