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Double charged for Microsoft 365 — €99 + €70 deducted, need refund

Kutay Güven 20 Reputation points
2026-04-21T15:13:34.59+00:00

I am writing to report a billing issue with my Microsoft 365 subscription and request a refund of €99.

Here is the timeline of events:

  1. I completed a 1-month free trial, after which an annual subscription of €99 was automatically initiated. The payment failed due to insufficient funds, but the system incorrectly marked it as processed. As a result, when I switched to a monthly plan, the system showed the next billing date as a future date in 2027/2028, as if the annual fee had already been collected.
  2. I switched to a monthly plan (€10/month) as I preferred a lower monthly payment over an annual commitment.
  3. Microsoft offered me a discounted annual plan at €70 as a retention offer, which I accepted. €70 was successfully charged to my account.
  4. Two days later, the original failed charge of €99 was also deducted from my bank account — despite the system having previously shown it as processed.

Current situation: I have been charged both €70 and €99. My active subscription shows as monthly (€10/month, next payment: 12.04.2028). I am requesting a full refund of €99, as this charge relates to a subscription that was never active and was replaced by the discounted €70 annual offer I accepted.

I have bank statements confirming both deductions. Please advise on how to proceed.

Screenshot 2026-04-20 at 19.04.01

IMG_5576

Microsoft 365 and Office | Subscription, account, billing | Other | Other
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Answer accepted by question author

DaveM121 881.2K Reputation points Independent Advisor
2026-04-21T15:47:19.9033333+00:00

1

This forum is just a user to user forum, no-one here has any account access, using any Microsoft account you may have, try using the steps they provide on this link to find out what that second payment was for.

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

Then use the steps they provide on this link to cancel whatever that second payment was for and get a refund.

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

2

If you are still unable to resolve that second payment problem, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

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  1. AI answer

    2026-04-21T15:14:12.1066667+00:00

    Billing adjustments and refunds for specific charges cannot be processed from the forum and require secure account access by Microsoft Support.

    To move this forward, take these steps:

    1. Check the subscription and charges
      1. Go to https://account.microsoft.com/services/microsoft365 and sign in with the same Microsoft account used for the subscription.
      2. Confirm which Microsoft 365 subscription is currently active and its billing period.
      3. In the same page, open the billing history and verify that both the €70 and €99 charges appear there.
    2. Cancel or adjust the subscription if needed
      1. On the same Services page, find the Microsoft 365 subscription and select Manage.
      2. If the subscription showing the €99 charge is still active or overlapping, select Cancel (or Upgrade or Cancel) and follow the on‑screen steps. This will also check refund eligibility for that subscription.
      3. If you are in a country that supports prorated refunds (for example, Denmark, Finland, Germany, Netherlands, Poland, Portugal, Canada, Israel, Korea, or Turkey), a prorated refund may be offered automatically when canceling. See the list in Countries with prorated refunds for Microsoft subscriptions.
    3. Request investigation and refund from Microsoft Support
      1. Because there are two separate charges (€70 and €99) and only one subscription in use, contact Microsoft Support so the billing team can review and refund the incorrect €99 charge.
      2. Go to Contact Microsoft Support.
      3. Describe the issue as double billing: include dates, amounts (€70 and €99), that the €70 is the accepted discounted annual offer, and that the €99 relates to an earlier failed annual charge that was later collected.
      4. Attach or provide screenshots of:
        • The Microsoft account Order history/Payment history showing both charges.
        • The bank statement entries for €70 and €99.
      5. Ask specifically for a refund of the €99 charge and for confirmation that only the intended discounted subscription remains active.
    4. If the subscription was purchased via a mobile app store
      • If any of the charges were made through Google Play or Apple App Store instead of directly through Microsoft, request the refund from the respective store:
        • Google Play: see Learn about Google Play refund policies.
        • Apple App Store: request a refund from Apple support.

    If online cancellation does not show a refund option or the billing history looks inconsistent with the bank statement, contacting Support is required; forum users and community tools cannot access or correct subscription billing records.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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