Unknown payments refund

Question

I have been trying to contact microsoft to get unknown payments refunded. The initial chat person told me I have to contact commercial the payments seem to relate to a business. But I can't get through to the commercial team to investigate and stop the payments. They are small payments that have been coming out of my account for three days. The bank said contact microsoft

Answer 1

Dear @Joyce Adu,
Welcome to Q&A forum. Based on what you described, these payments appear to be related to a Microsoft business (commercial) subscription. Business subscriptions are billed through a different system than personal Microsoft accounts, which is why the initial support team redirected you to the commercial billing team.

To better assistance, could you please provide following information:

The exact charge name as shown on your bank statement

The dates and amounts of the charges

Any email addresses you may have used in the past to sign up for Microsoft services (even if you are not sure)

Whether you have ever created or managed a Microsoft 365 business or work account

Your detailed response will help us diagnose and investigate the issue more efficiently.

I truly appreciate your patience and understanding. If I misunderstood what you’re looking for, feel free to let me know or share a screenshot. I’d be happy to help further!

I'm looking forward for your reply. Thank you for your cooperation.

Answer 2

For small, ongoing unknown payments that appear to be Microsoft-related, the next steps are:

1. Investigate the charges in the Microsoft dashboard
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate for the unrecognized charge. This tool helps identify whether the charge is from:
     • A Microsoft subscription with recurring billing enabled
     • A purchase made by someone else using the card
     • A previously declined charge that was retried
     • An in-app purchase or other Microsoft Store transaction
   • Details: Manage your payments, then select "Investigate". Learn more.
2. Check for active or business subscriptions
   • Sign in to Services & subscriptions for each Microsoft account that might be associated with the card and look for any Microsoft 365 or other subscriptions with recurring billing turned on.
   • If a subscription is found and is not needed, turn off recurring billing or cancel it following the guidance in Unable to cancel your Microsoft subscription.
3. If the payments are from a subscription and a refund is needed
   • First cancel the subscription; refund eligibility is checked after cancellation.
   • Not all cancellations result in a refund, but the official refund process starts here: How to get a refund on a Microsoft subscription.
4. If the charges truly are unknown or you cannot match them to any account
   • Use the Investigate option on the Manage your payments page as above.
   • If still unresolved, contact Microsoft Support (billing) directly using the contact paths described in the Q&A references (chat or callback) and specify that this is an unrecognized or potentially fraudulent commercial/billing charge so the case is routed to the correct team.
   • If Microsoft and the tools cannot locate the transaction under any account, the bank remains the escalation path to dispute the charges as unauthorized.

For business-related subscriptions, only the account owner or an authorized admin can manage or cancel the subscription; Microsoft personnel cannot cancel without validating ownership. If the commercial team is hard to reach, continue via the official support/contact flows and, in parallel, ask the bank to monitor or block further Microsoft charges if they are confirmed as fraudulent.

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References:

• How to investigate a billing charge from Microsoft
• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription