Payment being Rejected

Question

Dear Microsoft

Firstly, trying to speak to someone who can help me is an absolute joke!!

I have a family membership of which I pay £7.99 per month. for some reason the payment failed whilst I was in hospital. I tried to make the payment using the app on my phone and I was given a message to say CANNOT PAY WITH VISA ***5302 this message was in box with a red exclamation mark. Underneath said exclamation mark was a message saying You can't use VISA ***5302 to pay for your subscription Add a new way to pay the past due amount £7.99. So yesterday I made the £7.99 from another bank account of mine. I was extremely uncomfortable doing this because all my bills and subscriptions go out of my account ending in 5302.

More worryingly is that I received another message this morning asking for a further payment of £7.99. I am worried that this is a scam given I paid £7.99 yesterday.

I am extremely frustrated about this and really would appreciate someone helping me. failing that I will simply cancel my subscription and use APPLE who have a far better Customer Experience Team.

For the avoidance of doubt I have tried to pay for this subscription via both my iphone and also my desktop at work and my MAC at home. All have which have failed.

This is not a banking issue as I have just been on the phone to my bank for 45 mins to discuss this and they have confirmed there is no issue on their side.

Your faithfully

AN EXTREMLY DISAPPOINTED AND FRUSTRATED CONSUMER!!!

My email address is ******@live.co.uk

My mobile number is UK 07854 896582

Answer 1

Hello Andrea W,

Welcome to Microsoft Community.

I am a Microsoft user just like you, I hope you are doing well?

Sorry for the inconvenience; have you tried adding a new payment method?

Since this issue is regarding account and billing, I will provide you steps to contact Microsoft support via live chat. Kindly go to Microsoft Contact Us website:

http://support.office.com/home/chat

1. Type "Microsoft subscription" and click Get Help.
2. Click Login and Contact Support at the bottom of the page.
3. Log in with your Microsoft account.
4. Under products and Services, select Microsoft 365 and Office Option.
5. Under category, select Manage Subscription.
6. Click "Chat with a support agent".

Please let me know if you need more assistance.

Give back to the Community, Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below.

Warm Regards