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I have been trying to contact support advocate to cancel and get refund and it has not worked.

Anonymous
2022-12-21T17:09:50+00:00

Hi there,

I have accidently subscribed for two Microsoft 365 family packages on separate accounts and I am trying to cancel one of them now. I only found out about this on the 18/12/2022, when I was charged for one year subscription, and since then I have been trying to contact support because the self cancellation service does not have a refund option.

The support advocate always gives this message, "We’re unable to process your request for a call back. Please try again later.".

Can you please help me with this?

Regards,

Yousef

Microsoft 365 and Office | Subscription, account, billing | For home | Windows

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Anonymous
2022-12-22T17:50:30+00:00

Yousef A, thanks for your feedback. Kindly follow steps I have provided for guidance to contact Microsoft support:

  1. Go to http://support.office.com/home/chat
  2. Describe your issue ( Request a refund) and click 'Get Help'. Scroll down and select Contact Support.
  3. Select your product (Microsoft 365 and Office) and category (manage my subscription) > click Confirm.
  4. Click ‘Chat with support agent in your web browser ’ > Confirm.
  5. Click Start Chat.

I have attached images as well.

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  1. Anonymous
    2022-12-21T20:13:39+00:00

    I then pressed click here.

    This then takes me back to the first problem of the support advocate not replying.

    Regards,

    Yousef

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  2. Anonymous
    2022-12-21T20:02:54+00:00

    Thank you for your feedback. Please could you share screenshots of the pages you have when following the steps I provided to contact Microsoft support.

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  3. Anonymous
    2022-12-21T19:51:36+00:00

    Hi Blessing,

    Thank you for your response.
    I followed the steps above and could not cancel my subscription as you can see in the image below.

    I tried the steps to contact Microsoft billing support but couldn't find the ‘Chat with support agent in your web browser’ button to click.

    Is there anything else I could possibly do?

    Regards,
    Yousef

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  4. Anonymous
    2022-12-21T17:47:14+00:00

    Hi Yousef A,

    Thank you for reaching out to us. I am Blessing, an independent advisor here and a Microsoft user like you.

    I understand your inquiry but please understand that in order to get a refund for Microsoft 365 subscription, you will need to successfully cancel your Microsoft 365 subscription.

    There are conditions for refund:

    1. When you cancel an annual subscription purchased within the last 30 days.
    2. When you cancel a monthly subscription within 30 days of the last renewal.

    Kindly follow steps below to cancel Microsoft 365 subscription:

    1. Go to services and subscriptions page using this link https://account.microsoft.com/services and if prompted, be sure to sign in with the same Microsoft account that has the Microsoft 365 subscription.
    2. Select Cancel subscription.
    3. Follow the instructions on the page to proceed with cancellation by turning off recurring billing.

    https://support.microsoft.com/office/46e2634c-c64b-4c65-94b9-2cc9c960e91b

    Refund is processed automatically after you successfully cancel your subscription and it takes 3 to 5 business days.

    If you are not able to cancel your subscription from your account, you need to contact Microsoft billing support to assist you in cancelling the subscription to get a refund using the steps below:

    1. Go to http://support.office.com/home/chat
    2. Describe your issue (Request a refund ) and click 'Get Help'.
    3. Select your product (Microsoft 365 and Office) and category (manage my subscription) > click Confirm.
    4. Click ‘Chat with support agent in your web browser ’ > Confirm.
    5. Click Start Chat.

    Hope this helps!

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