Billing issues

Question

Hi,

I switched from

Microsoft 365 PersonalMicrosoft 365 Personal Classic on 22 June 2025. Thank you for switching your Microsoft 365 Personal subscription to Microsoft 365 Personal Classic. Starting on 22 June 2025, we'll charge the current price of GBP 59.99 including taxes to your Visa ** every year.

And then today received an email saying “By finalising, you can unlock the power of Microsoft 365 Basic.” causing me confusion. I went ahead to finalise and then I was charged £89.99 instead of my agreed £59.99, I have cancelled the subscription and would like a refund and also for my account to go back to the Microsoft 365 Personal Classic.

Can you confirm this is now the case. Your website is so difficult to navigate.

Answer 1

Rebecca,

Were you able to resolve this issue? Microsoft Co Pilot led me to this and another thread because last night I experienced an issue with my transition. When I noticed the subscription price for Microsoft 365 Personal was increasing 42.9%, I looked into alternatives. Microsoft provided instructions to switch they said I need to cancel first then select another plan. I wasn't able to locate Microsoft 365 Personal Basic but eventually did. I received a confirmation at 5:01 PM that I switched Microsoft 365 Personal to Microsoft 365 Personal Classic. At 6:19 PM I received another email saying canceled your auto-renewal of Microsoft 365 Personal. At 6:52 PM I received an email that my purchase of Microsoft 365 Personal has been processed, and I will be billed for the product I am trying to cancel, switch out of.... whatever.

Thx,

K.B.

Answer 2

Thank you for the response, can anyone tell me how to contact their customer service. Am struggling to locate this option.

Thank you

Answer 3

Hi rebecca Emman. I fully understand your anxiety and concern, being unexpectedly charged a hefty fee is something that no one wants to accept, outside of work I use many paid subscriptions so I fully understand how it feels to be wrongly charged for something.

However we as community support staff have very limited resources that we can access, as you can see I am here to inform you of these situations and provide guidance, that is all we can do. The Microsoft Community is a platform for everyone to share and communicate, and when it comes to billing issues, which no member of the community can handle, online support contains specific billing processing functions, so we would advise users who are bothered by billing issues to contact them promptly to process the incorrect order and get a refund.

Once again, we apologize for your experience and regret the inability of the community support staff to do anything about it, and in any case, we hope that this issue will be back on track as soon as possible.

Best Regards  Eliac.S - MSFT | Microsoft Community Support Specialist

Answer 4

I am extremely frustrated with the difficulty of navigating this issue, and your previous response has not resolved my concerns.

My Microsoft 365 subscription is not due for renewal until June 2025, yet I have been unexpectedly charged £89.99 in March 2025.

This morning, I received a message stating:

“By finalizing, you can unlock the power of Microsoft 365 Basic.”

This was confusing, as I had already selected to switch from Microsoft 365 Personal to Microsoft 365 Personal Classic on 22 June 2025 and received the following confirmation:

“Thank you for switching your Microsoft 365 Personal subscription to Microsoft 365 Personal Classic. Starting on 22 June 2025, we’ll charge the current price of GBP 59.99 including taxes to your Visa ** every year.”

Despite this confirmation, I received another message today that caused further confusion, and now I have been charged £89.99 in March—three months before my renewal date.

All I am requesting is for my subscription to be switched back to Microsoft 365 Personal Classic for £59.99, as originally confirmed, and for the incorrect charge to be refunded.

Please correct this issue and provide a resolution as soon as possible. I appreciate your prompt assistance.

Answer 5

Hello rebecca Emman,   Welcome to the Microsoft Community. Thanks for your support of Microsoft products, I understand that you are currently preparing to switch from Microsoft 365 Copilot to Microsoft 365 Classic, but seem to be experiencing payment issues.

Based on your description, it looks like you didn't just cancel your current subscription when trying to switch subscriptions, but instead chose to switch, correct? When switching from a subscription with more features to a subscription with fewer features, the new subscription will start after the current billing cycle has ended.

Therefore, if you wish to stop being charged higher fees immediately, you need to try canceling your current subscription and switching to Microsoft 365 Classic ref:

• Copy and paste or click on this URL: account.microsoft.com
• Go to Subscriptions. If prompted, sign in with the Microsoft account associated with your subscription.
• Locate your current subscription and select Manage > Unsubscribe > Follow the instructions to complete the switch.
• To downgrade to another plan with fewer features, select Microsoft 365 Personal Classic or Microsoft 365 Home Classic, or another plan that works for you.
• Your existing subscription may not change immediately, but it will automatically switch to the new plan when you renew. You won't have to pay for the new plan until you renew your subscription.

If you've followed steps like this, then it may be because different regions have different policies. As community support staff, we focus primarily on providing usage guidance and troubleshooting for Office products, but we don't have the authority to handle subscriptions or accounts, or orders, so we'll direct you to the right support path so you can get the help you need in a timely manner. Contact Online Support:

• Go to the following Web site: Contact - Microsoft Support.
• Enter the keywords of your question in the search box, for example, "subscription/refund" and select Get Help.
• Select Contact Support (sign in to your personal Microsoft account).

• Under Products and services, select options related to your product, like Microsoft 365 and Office.
• Under Category, select Manage my subscription.
• Go to Confirm.

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. Best RegardsEliac.S - MSFT | Microsoft Community Support Specialist