Microsoft have been taking two subscriptions - need to cancel yearly subscription

Question

Hi. I have a complicated problem which our Bank say can only be resolved with Microsoft.

I had a recurring Annual Account with 'single person' Office 365, and have been paying £59.99 each February. The Debit Card being used expired in 2018, and at the same time I changed the subscription to 'Family' and started paying £7.99 monthly, using the new Debit Card.

I assumed because the Card for the original 'single person' subscription had expired, that Microsoft would no longer be able to take the yearly subscription, but I have since found that they have continued to take money from my Account using the expired Card Number. I have therefore been paying £7.99 per month since 2019, and £59.99 each year also. My Bank tell me that they can put a block on the Card Number being used to take money for the yearly subscription, but only for 13 months.

I therefore want to know how to wipe this Card Number from Microsoft to stop me paying for two subscriptions?

The next problem is someone or something has put a block on the new Card because I received an email from Microsoft Billing this morning telling me it cannot take payment from my current Debit Card. I have tried going online and paying, but it keeps telling me it cannot take payment from this Debit Card.

So I want to know how a.) I can stop Microsoft taking an annual payment from the expired Card, and b.) how to clear my current card to allow me to use that to pay monthly again.

Thank you.

Answer 1

Thank you. I am currently in a live chat with them right now. They couldn't find any 'records' of taking £59.99 per annum from my account, until I provided proof on my bank statements. This has escalated it to senior level now.

Answer 2

I would just like to add that I have the original email from Microsoft in June 2018 confirming that I had cancelled the yearly subscription, so why would they continue to take £59.99 from my Account?

simple

EASY MONEY for M$

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Your bank should refund your the money they took based on the expired card? How can they continue processing payments on an expired card for 4 years.

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Tell the bank to close your current accounts. Open new ones with totally new debit cards. NO Links to old accounts.

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You will have to talk to MS support. They will have to cancel the old subscription for you.

Cancel 365 subscription / Refund

MS policy still is that if you cancel less than 30 days after the subscription or renewal you are supposed to get a full refund.
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We used to be able to do it in the MyAccount: https://account.microsoft.com/account site. But short while ago MS (dis)"improved" the subscription cancel. They just won't let us do it any more. PERIOD.  Now you have to contact MS Support to get them to cancel it for you. But the joker in the deck is that they've made it almost impossible to contact a live support person.
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OK, so, “in theory” all you have to do is cancel the renewal.
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In practice, Catch 22, joke’s on you ...

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The link below has a "get help now" link/button that takes you to "Virtual Assistant" (aka "A.I." or Artificial Intelligence, or Artificial Idiot). Enter code, it prompts for phone number and they promise to phone back later.  For what ever that is worth ... (they don't have a good reputation for doing timely call backs.
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https://support.microsoft.com/en-us/account-billing/cancel-a-microsoft-subscription-c2c6b0e3-cab3-cb98-d83e-c9ad54620530
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Note: the user in the screen capture above just reported they got the error when trying to cancel a subscription that WILL BE expiring in 2 days … <sigh>
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What can you do?

Note: these instructions are for both a “multiple billing” problem, or an automatically renewed subscription you don’t want, and want a refund for.

#1 turn off “Recurring Billing” to prevent the charge.  But then there is a good chance they will disable your subscription for "non-payment" of the spurious early charges ... No-Win scenario

#2 instead of paying with a credit card, switch to buying "product Key cards" from electronics stores and submitting those keys so they can't steal your money.

#3 If you have been “multiple billed”, make this fraud PUBLIC. Shout it from the rooftops! It is long past time to allow the excuse multiple billing as a simple “accident” or to blame non-support on covid. Phone support is a job perfectly suited to be done from home! :

• call a cop
• complain to your federal/state/provincial government representative
• complain to the better business bureau
• complain in MS social media
• complain to an ombudsman
• **complain to your local newspaper, news programEmail: marketplace @ cbc.ca or https://www.cbc.ca/securedrop/**[**https://cbc.radio-canada.ca/en/ombudsman**](https://cbc.radio-canada.ca/en/ombudsman) EMAIL: 60min @ cbsnews.com (USA)Email: enquiry @ ombudsman-services.org (USA)other suggestions please ….

  **Contact Microsoft Support**
  

Even though MS still advertises Office 365 as including free "Support", they have taken steps to make it much harder for users to contact live phone support. MS is relying on their "virtual attendant" aka "A.I." (Artificial Intelligence, aka Artificial ID-10-T) to now deflect the cost of providing live support. Tweak your support request according to your problem.

.  *  Sign in with your Microsoft account

.  *  Go to: https://support.microsoft.com/en-us/home/expcontact

.  *  enter the details of your problem, ie “Cancel 365”

.  *  click Get Help / Contact Support button

.  *  Select the Product from drop down list, ie “Microsoft 365 and Office”

.  *  Click "Chat with a Support Agent" button

NOTE: You may have to repeat to the A.I. the request to talk to a live person multiple times before it gives up and passes you through

.  *  A representative from Microsoft may EVENTUALLY assist you further with the cancellation and refunds.
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Via chat / Artificial Agent:
https://support.microsoft.com/en-us/contactus/
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https://support.microsoft.com/en-us/windows/contact-microsoft-support-a15c90e3-d70d-e18e-3766-c25d4f972c40
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https://support.microsoft.com/en-us/home/expcontact
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Note: https://answers.microsoft.com/en-us/msoffice/forum/all/unauthorized-charge/a6c82a84-7535-481a-ab48-bb5aa6a78f36?messageId=82f47223-af49-4e06-8ac1-ac126309eefb
<snip>
I tried again through a different support chat and was quickly redirected to the same "billing support" chat where I left the chat open overnight. There was never a response in that 9 hour period.
</snip>
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Note: https://answers.microsoft.com/en-us/msoffice/forum/all/refund-from-auto-re-newed-9900-annual-subscription/4698b054-790e-49ae-b0ee-6f5bcf72906e
<snip>
That's great. Incognito worked to get me in contact. But there are still no agents ever available for billing and support.
</snip>
. Contact Microsoft Store Support: Sales Regions https://support.microsoft.com/en-us/account-billing/contact-microsoft-store-support-4f615f2a-6bbd-fd69-6695-ae213d63eef0 

Phone numbers by geographic sales region
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. * Africa
. * Asia
. * Australia / Pacific
. * Europe
. * Middle East
. * North America/Central America / Caribbean
. * South America
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Answer 3

Hi, Riggsy68.

For question A and B the best alternative is for you to contact microsoft billing support to check why you are still being charged even after canceling the subscription. Here in the community we are just users and we do not have access to your account information, only a support agent can help you with this.

Open the link below in a browser PRIVATE WINDOW.

https://support.microsoft.com/en-us/home/expcon...

On the page that opens, follow the steps below:

1. Enter your problem and click <Get Help>
2. Click the <Log In and Contact Support> button at the bottom of the page
3. Log in with your Microsoft Account
4. Under Products and Services, select the <Microsoft 365 and Office> option.
5. Under Category, select <Manage Subscription> and Confirm.
6. Click "Chat with a support agent in your web browser" and follow the onscreen directions.
7. An agent will help you shortly.

Answer 4

I would just like to add that I have the original email from Microsoft in June 2018 confirming that I had cancelled the yearly subscription, so why would they continue to take £59.99 from my Account?