Fraudulent purchase

Question

I have an order on my account for a digital video game which we have not ordered, money gone out of my account. I think I've been hacked. I need to cancel the order and arrange a refund because it was a fraudulent purchase

Answer 1

Hello Laura,

Welcome to the Microsoft Community.

It seems you have encountered with some unwanted payment. I can understand your feelings now. Generally, this kind of issue will need to verify your personally identifiable information (PII) to check your account and payment. These personal data should not be posted on this open public forum for your own privacy issues. Please understand Microsoft Community is a technical discussing forum, and no one on this forum will have the authority to deal with your account or billing issues. You should also beware of the potential scammers who claims to help you get a refund and asks for your personal information such as bank accounts.

Therefore, I recommend reaching out to Microsoft chat support for further assistance. You can chat with an online agent from Microsoft, and the whole process will be secure and safe. Here's how to contact Microsoft:

1. Visit this site: Contact - Microsoft Support
2. Type "contact" and click Get Help.
3. Click contact support at the bottom of the page.
4. Sign in with your Microsoft account.
5. Under Products and Services, select Microsoft 365 and Office.
6. In the category, select Manage my Subscription.
7. Click "Chat with a support agent".

Please notice that Online Chat has working hours:

Monday to Friday: 09:00 a.m. - 6:00 p.m.

Saturday and Sunday: 10:00 a.m. - 6:00 p.m.

Thanks for your understanding and support. If you have anything unclear or have difficulties getting in touch with chat service, please let me know and I'll provide more help.

Best Regards,

William.Y | Microsoft Community Support Specialist