Fraudulent charges

Question

My husband's debit card from Bank of America was recently debited 8 times for $31.99 with a Transaction Description MICROSOFT*STORE. We do not have an X Box and only use our Microsoft Subscription for word processing. We were notified by our bank of fraudulent activity. They cancelled my husband's debit card, issued a replacement and refunded our transactions. On the same exact day, our grandson experienced the same exact issue EXCEPT he has a totally different bank (Granite State Credit Union) and he has his own separate account and debit card. His bank is making the refund process extremely difficult and wants documentation from Microsoft. I have been in contact with Microsoft, but can't seem to get the message to a live agent that I need something saying there is no X Box on this account and there is no history of games being purchased. This is almost unattainable.

Any help or suggestions would be greatly appreciated.

Answer 1

See https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93 .

Answer 2

Greetings!

This is Tin, I'm here to assist you. I'm really sorry to hear the experience of your husband and your grandson. Your grandson can actually try to request for a refund by following the steps from the link below:

https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

And in case it didn't help, you will be needing to reach the MS Accounts & Billing Support to check your account.

Kindly open this link: https://support.microsoft.com/contactus/

Ensure that your MS Account has been signed in (the one with the charges)

Type "Chat with an agent" and hit Enter.

Please click the "Contact support"

Please select the "Products and services"

Please follow the prompts to connect with a live agent.

You may also choose the "Call me back" option if you prefer to receive a call.

Once you're connected to the Live Agent, please let them know about your issue so they could check your account and address your concern.

Thank you,

Christine L

Independent Advisor

Answer 3

It sounds like you are dealing with a frustrating situation regarding unauthorized charges related to Microsoft. Here are a few steps you can take to address the issue:

1. Contact Microsoft Support: Since you mentioned having difficulty reaching a live agent, try using the Microsoft support page specifically for billing issues. You can find resources for contacting support through the Microsoft 365 admin or customer service pages.
2. Documentation Request: When you contact Microsoft, clearly explain the situation and request documentation that confirms there are no Xbox purchases or game history associated with your account. It may help to provide them with your account details and any transaction IDs related to the charges.
3. Bank Communication: Keep your bank informed about your ongoing communication with Microsoft. They may have specific requirements for documentation to process the refunds, and having them aware of your efforts can help expedite the process.
4. Fraud Reporting: If you suspect that your account details have been compromised, consider reporting the fraudulent charges to the appropriate authorities or consumer protection agencies.
5. Monitor Accounts: Regularly check both your and your grandson's accounts for any further unauthorized transactions and ensure that all security measures are in place, such as changing passwords and enabling two-factor authentication where possible.

If you continue to face challenges, consider escalating the issue within Microsoft support or seeking assistance from consumer protection services.

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References:

• Microsoft 365
• Managing refunds and chargebacks from your service