Two accounts billed twice

Responding with the same response doesn't help.

Hi,

You need to be a bit specific. Could you attach a screenshot where the agent said they can't help with a billing issue of the chat?

This is the message with the final result in the last paragraph.

The old Microsoft 365 subscription cannot be removed or refunded from here because account and billing access is required.

To stop being billed twice and request a refund, follow these steps:

1. Check for duplicate or multiple charges
   • Review recent order history and banking statements to confirm there are two separate Microsoft 365 subscriptions being billed.
     • If different Microsoft accounts are using the same card, use the Manage your payments / Payment options page to investigate other accounts using that card, as described in the double-charge guidance.
     1. Cancel the old subscription so future charges stop
        • If sign-in to the old account is still possible (for example, if the password is known even though the email/phone changed), go to the Services & subscriptions page at https://account.microsoft.com/services, select the old Microsoft 365 subscription, choose Manage, and then cancel or turn off recurring billing.
          • If the old account truly cannot be accessed (no email, phone, or credentials), cancel the recurring charge directly with the bank or credit card issuer so Microsoft can no longer bill that account, as suggested in similar cases.
          1. Request a refund for the extra charge
             • Use the refund process for Microsoft subscriptions: follow the steps in the refund article to request a refund for the April 03, 2026 charge on the old subscription. This will walk through signing in and selecting the specific subscription charge to review.
               • If the self-service path does not work because the old account cannot be accessed, contact Microsoft Billing Support directly. Use the Contact Support / Get Help flow for Microsoft 365 billing issues and provide details of both charges and dates so an agent can review eligibility for a refund.
               1. Verify only one active subscription remains
                  • On the new account created on February 28, 2026, sign in to Services & subscriptions and confirm only one active Microsoft 365 subscription is present and that recurring billing is configured as desired.

If ownership of the old account cannot be proven or recovered, Microsoft support may not be able to modify or cancel it directly due to account security protections, in which case working with the bank or card issuer to block further charges is the practical option.

Thanks, you didn't reach a Human surely.

In the follow up reply of this, could you type "contact an agent" and see you get any available option?

Contact an agent