Incorrect billing

Question

Hello,

I have cancelled an office 365 subscription, and I am requesting a refund for the product.

It states that after my cancellation, that my product will expire 27 June 2024.

However, I have been charged on 27 June 2024 for a year's subscription, with no product then available after today. I have cancelled the subscription, and it states that it expires today. My request is within 30 days of billing, but I cancelled before I should be billed.

I will not be using the service, I have cancelled my subscription, and it states that my product ends today as well. I will not get any benefit or use from a service that has been cancelled, but I have been incorrectly charged for as I have cancelled.

Please address this urgently. I cannot benefit for a service that has been cancelled whilst I have been incorrectly billed.

June 27, 2024 | Order number e9*****4-5**2-4***-***8-77********

Your swift response in the matter would be appreciated.

Kind regards.

Answer 1

Dear M Ponzo,

I understand that you are encountering issues regarding a refund for your Microsoft 365 subscription. Typically, there are two privacy guidelines restrict community support for now:

• Privacy and Security: Financial and subscription issues often involve sensitive personal information that should not be shared publicly on forums.
• Access account information: Community agents do not have direct access to users' subscription details or billing information. Therefore, we are unable to verify payments or make changes to your accounts. This information should be left to Chat support and be in an individual window

However, when Microsoft's regular self-help channels (for account access issues) do not provide enough support, you can attempt to make a new Microsoft account to access online chat support, and get ready with the necessary account and identity evidence, such as email address/bank card number information/account precise address information, etc. Here are some steps that you can follow: 

<Contact Microsoft Support>

1. Visit this website: https://support.microsoft.com/en-us/home/contact
2. Type in your problems in the search box there. For instance, *subscription/Tax invoices/*refund, etc.
3. Now click Get help, and Select Contact Support below.
4. Go to the Products and services tab, and choose either Microsoft 365 and Office category or Other Products
5. On the Category tab, choose Manage My Subscription or other alternatives.
6. Go to Confirm.
7. You can now choose the option of Chat with a support agent on your web browser.

Please Note: The Chat support team only works at certain times, so if the last window says you are not available, try to open it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

I hope your issue is resolved satisfactorily.

Best regards,

Jonathan Z - MSFT | Microsoft Community Support Specialist