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Formal Complaint: Unauthorized Charges, Failure to Cancel Subscription, and Demand for Immediate Refund

Or Nizri 0 Reputation points
2026-01-09T21:47:20.5833333+00:00

Dear Microsoft Support and Billing Escalation Team,

This email constitutes a formal complaint and demand for immediate corrective action regarding unauthorized and ongoing charges to my account, despite repeated and documented requests to cancel the subscription.

I opened an account under the project name Information deleted for privacy protection. From the moment I identified that I was being charged for Microsoft 365 Business Basic, I explicitly requested cancellation multiple times, via both chat and phone support.

Despite these requests:

  • The subscription was not cancelled

Charges continued for several months

I received no effective resolution

I was billed without my informed consent

This behavior is unacceptable and constitutes a failure of basic customer service, as well as a potential violation of consumer protection and billing regulations, including charging for services after an explicit cancellation request.

Let me be clear: I did not approve continued billing. I did not use the service. I did request cancellation repeatedly.

Your support channels failed to act.

I hereby demand the following actions immediately:

Immediate termination of the Microsoft 365 Business Basic subscription

Full refund for all months charged, due to continued billing after cancellation requests

Written confirmation that the account is closed and no future charges will occur

Account Details:

Account Name: Information deleted for privacy protection

Billing Profile: Information deleted for privacy protection

Subscription Name: Microsoft 365 Business Basic

Licenses: 1

Primary Tenant ID: Information deleted for privacy protection

If this matter is not resolved immediately, I will escalate it through:

Microsoft Billing Escalation

My payment provider (Information deleted for privacy protection)

Relevant consumer protection authorities

I expect a prompt response and confirmation of resolution.

Sincerely, Or Information deleted for privacy protection Contact: [mod: PII redacted]@gmail.comDear Microsoft Support and Billing Escalation Team,

This email constitutes a formal complaint and demand for immediate corrective action regarding unauthorized and ongoing charges to my account, despite repeated and documented requests to cancel the subscription.

I opened an account under the project name Information deleted for privacy protection. From the moment I identified that I was being charged for Microsoft 365 Business Basic, I explicitly requested cancellation multiple times, via both chat and phone support.

Despite these requests:

The subscription was not cancelled

Charges continued for several months

I received no effective resolution

I was billed without my informed consent

This behavior is unacceptable and constitutes a failure of basic customer service, as well as a potential violation of consumer protection and billing regulations, including charging for services after an explicit cancellation request.

Let me be clear:
I did not approve continued billing.
I did not use the service.
I did request cancellation repeatedly.

Your support channels failed to act.

I hereby demand the following actions immediately:

Immediate termination of the Microsoft 365 Business Basic subscription

Full refund for all months charged, due to continued billing after cancellation requests

Written confirmation that the account is closed and no future charges will occur

Account Details:

Account Name: Information deleted for privacy protection

Billing Profile: Information deleted for privacy protection

Subscription Name: Microsoft 365 Business Basic

Licenses: 1

Primary Tenant ID: Information deleted for privacy protection

If this matter is not resolved immediately, I will escalate it through:

Microsoft Billing Escalation

My payment provider (chargeback)

Relevant consumer protection authorities

I expect a prompt response and confirmation of resolution.

Sincerely,

Contact: [mod: PII redacted]@gmail.com

Moderator: Moved from BizTalk Server

Microsoft 365 and Office | Subscription, account, billing | For business | Other
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  1. Ryan-N 12,995 Reputation points Microsoft External Staff Moderator
    2026-01-10T20:21:54.2266667+00:00

    Please understand that our forum is a public platform, and we will modify your question to cover your organization domain name in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.

    Hi @Or Nizri,

    Welcome to the Microsoft Q&A forum.

    Thank you for contacting us. Please allow me to provide you with the following information:

    To cancel a tenant subscription, this action requires authorization from that tenant’s administrator. To protect customer information, Microsoft does not have the right to change tenant details unless authorized by the tenant owner or administrator.

    In this case, you need to contact Microsoft’s Billing Team.

    To contact the Billing Team, please follow these steps:

    Note: We appreciate your understanding regarding the scope of support through this forum. Our role is to provide general guidance and assist with common troubleshooting steps. We do not have access to internal systems or admin tools to handle account or backend issues, but we will continue to support you within our responsibility.

    After successfully contacting the Billing Team, they will ask you to provide information to prove you are the tenant owner. Once verified, they will assist you in canceling the subscription.

    Additionally, you can temporarily block your payment card to prevent charges for the subscription.

    I hope this information is helpful. Please follow the steps above and let us know the result. If the issue is not resolved, I will work together to find a solution.

    Thank you for your patience and understanding. If you have any questions or need further assistance, please share them in the comments so we can continue to support you.

    Looking forward to continuing the discussion with you.

    If the answer is helpful, please click "Accept Answer" and kindly upvote it. If you have extra questions about this answer, please click "Comment". 

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread. 

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  2. Q&A Assist
    2026-01-09T21:47:38.6933333+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    To address the issue of unauthorized charges for your Microsoft 365 Business Basic subscription, it is important to understand the cancellation process. If you have repeatedly requested cancellation and the subscription was not terminated, you may need to follow specific steps to ensure that your request is processed correctly.

    1. Check Your Billing Account Type: Determine what type of billing account you have (MCA or MOSA) as the cancellation process may vary based on this.
    2. Contact Support: Since you have already reached out multiple times, consider escalating your issue by contacting Microsoft 365 Support directly through their support channels. You can find the appropriate contact methods here.
    3. Document Everything: Keep a record of all your communications regarding the cancellation requests, including dates, times, and the names of representatives you spoke with.
    4. Request Confirmation: When you contact support, explicitly request written confirmation of the cancellation and any refund for the unauthorized charges.
    5. Follow Up: If you do not receive a satisfactory response, you may need to escalate the matter further, as you mentioned in your complaint.

    It is crucial to act quickly to resolve this issue and ensure that no further charges occur. If you need to cancel your subscription, you can refer to the specific cancellation guides based on your billing account type.

    References:

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