How to contact MS to resolve inappropriate Azure invoice billing?

Question

In between software developer jobs I did an online course which involved some Azure in 1 small section of it. This involved push an C# MVC web app to an app service and using an Azure SQL database. I signed up for a free developer account/subscription in order to do this. I finished the course and never touched it again.

In January I got charged a small amount because of the storage of the DB, according to the invoice. I paid the invoice and deleted the DB in Azure thinking that would be the end of it. Of course, it wasn't hence this question. In February I had an invoice for approx £122. I tried to use the help and support to refund it but after selecting billing as the type, etc..., choosing the subscription, selectin the invoice (which said it was eligible), selecting all the items on the invoice (which looked funny because each item was £0.00, but on invoice had values) and clicking button to submit the refund request - "Something went wrong. Try submitting a support request". I try to submit a support request, but after answering the questions it asks about what the problem is the solution it offers is a link to the broken request a refund page! So I can't ask for a refund and I can't submit a support request. I resigned myself to having to accept the charge, however I went to the Resources section of the portal and deleted everything that was listed - I thought surely that would do it!

Wrong! In March I get another invoice this time for approx £116. That was it, I rang my credit card company explained the situation to them, namely no phone number, no email address, no online chat and thus I needed them to charge back and refund the claims and to block future attempts to bill me; they did this. Today I received an email about an overdue bill for the £122 invoice, so I ask CoPilot for some way to actually get in touch with MS and finally, via an MS Q&A page, and using some copy/paste of a URL (link text was right, link itself was wrong), got the UK phone number 0800 026 0329. I called this number went through the prompts and finally got through to a person - yay! for now - after explaining the issue, and giving the person the 2 invoice numbers they put be on hold after a couple of minutes of hold music the line went silent and then a couple of minutes after that the call was ended!!

I preserved and called them back again. Right off the bat I told them what happened with getting cut off and gave them my phone number, went through it all again. Again was put on hold, hold music, then silent, here we go I thought, but then a different person piped up and asked my name, which I told them, then the line went silent and after multiple "hello?"s the line call was ended.

Does anybody have an reliable email address or a link to a page with live chat on so I can try and get these inappropriate Azure charges dealt with? I need to get it sorted because I also have Microsoft 365 family plan. If my credit card company is blocking MS payments then that will likely get blocked and it comes up for renewal in April, so need to sort it ASAP.

I've tried everything I can and MS Azure portal provides zero help.

Answer 1

Hi,

You can create new billing support request using Azure portal, that way you can discuss getting refund with billing support person. From your description you were close to getting the case opened, but there is a small detail to get out of endless loop.

It is critical to follow the steps below carefully.

1. Navigate to this link to start the process:

https://portal.azure.com/#view/Microsoft_Azure_Support/HelpAndSupportBlade/~/overview

2. Click Create a support request button at top

3. Click Switch to old experience button on right

4. On left, enter billing in the box and click Go

5. Select Billing and click Next

6. Select your subscription from the dropdown and click Next

7. At this point there will be a delay of several seconds, and then various options will be displayed. Click Create a support request button at the top. Do not click any of the other options.

8. Fill out screen, Summary, Problem type, Problem subtype, then click Next button at bottom

9. There will be another several second delay, and then some solutions will be displayed (this is similar to above). DO NOT CLICK any of the solutions, instead click on Return to support request button in upper left corner, similar to below

10. Now you are back at support case. Click Next button at bottom to continue to Additional details tab. Fill out information as required, one of the items you need is your Subscription ID.

You can open separate browser tab and navigate to your subscription in portal, the ID is there, click the copy button to the right of it, then paste it into the box on Additional details tab. Click Next to advance to Review + create tab, then click Create.

You should receive an automated email within a few minutes and then be contacted by support within 1 business day.

Please click Accept Answer and upvote if the above was helpful.

Thanks.

-TP