Microsoft overcharged billing and double subscription issues.

Question

I am writing to formally raise a complaint regarding incorrect billing for my Microsoft subscriptions. I have been a loyal customer of Microsoft products for many years, and purchasing hardcopy versions of Microsoft Office 2011 was the last one.

I encountered several issues when attempting to reinstall my Office 2011 version on a new computer in 2022. After contacting Microsoft Customer Service, I was advised to switch to a new subscription model.

Following this advice, I enrolled in a trial of the new Microsoft Office 365 Business Standard and subsequently, my credit card was charged monthly without my consent once the trial period ended. Seeking assistance, I contacted customer service again and was advised to switch from Microsoft Office 365 Business Standard to Microsoft Office 365 Apps for Business in 2022. Despite this switch, I have continued to be charged for the old Microsoft Office 365 Business Standard subscription concurrently.

Key Points of Concern:

1. Subscription Change: My account was switched to Microsoft Office 365 Apps for Business in 2022, yet charges for Microsoft Office 365 Business Standard have continued.
2. Continued Charges: My credit card has been billed incorrectly since the subscription change.
3. Microsoft Office 365 Team’s Responsibility: If the cancellation was not processed correctly, this oversight lies with your team, and I should not bear the cost.

Given these circumstances, I request the following:

1. Immediate Review: Please review the attached emails and billing history for my account thoroughly.
2. Full Refund: I request a full refund for all charges made to my credit card for the MC Business Standard subscription since the switch to Microsoft Office 365 Apps for Business in 2022.
3. Apology: An acknowledgment and apology for the inconvenience caused by this billing error.

Despite chatting with several members of your commercial billing staff, I have only received apologies and template responses, which have not resolved my issue. I trust that this formal complaint will be taken seriously and that appropriate actions will be taken to rectify the situation promptly.

Note, Microsoft Office 365 team this is my last contact with you about this matter, if you don’t make it right or still send me your policy excuses again! This will published on social media for all to read.

I look forward to your prompt response and resolution to this matter.

Yours sincerely,

Sam

Answer 1

This is a user group & not MS

You would need to review your MS Accounts under all sections to see what you actually have, and if needed Billing > Help

Or help at the Admin Centre.

A couple of points;

1. O2011 is a Mac version which Apple rendered incompatible with Mac 64bit IOS
2. there are various O365 Bus licence types
3. You buy the licence you require, there is no change of licence types in any O365 update
4. You have multiple O365 licence types, and only the user can have purchased these.