Subscription canceling issue.

Question

Good day,

I am writing regarding an issue with my Exchange Online (Plan 1) subscription.

At present, this subscription is unpaid, and I do not intend to continue or pay for it. However, the system continues to attempt charging my bank card periodically.

Previously, when I contacted Microsoft Support about this matter, I was informed that there is no way to stop the system from attempting to charge my card while the subscription remains unpaid. The support representative explained that I have only two possible options:

1. Wait until three months have passed since the subscription became unpaid, after which the system will automatically stop attempting to charge my bank card.

Pay for the subscription, then disable auto-renewal, submit a refund request, and receive the refunded amount within approximately seven working days.

I would like clarification on the following points:

If the system already has a function to disable auto-renewal, why is this function not available to me while the subscription is unpaid?

If such a function exists, why is it not possible for a Microsoft administrator or support representative to disable auto-renewal on their side, especially considering that I have clearly stated that I do not wish to continue this subscription?

I would appreciate a clear explanation of the technical or policy reasons behind this limitation, and confirmation that there is truly no alternative method to stop further charge attempts on my bank card.

Thank you in advance for your assistance

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Moved from Exchange | Exchange Server | Management

Answer 1

Dear @Emil Isayev,

Thank you for reaching out to the Microsoft Q&A forum!

As per your description, I see you're having a tough time with your Exchange Online subscription trying to avoid unwanted charge attempts.

First of all, I sincerely apologize for the inconvenience you’ve experienced. I truly appreciate your patience during this time and thank you for bearing with us.

In this case, you may refer to the information provided by Q&A Assist; however, these decisions fall under the responsibility of the Billing team. For more specific explanations such as the underlying reasons or the exact procedures I recommend that you raise a ticket with the Product team

I sincerely recommend you try to create a support ticket from Microsoft 365 Admin Center>Support>New Service Request. You can raise support ticket from: https://admin.microsoft.com/#/support/requests

The support team over there has higher permission than us to investigate the issue from background, they have more resource and correct escalation channel in handling this kind of issues. This would be a more efficient way in handling the case for you. 

For reference:  Get support | Microsoft Docs      

I would truly like to help you as quickly as possible. However, as a forum moderator, I do not have access to your account or tenant due to Microsoft’s strict privacy policies. My role is to provide general guidance and help redirect you to the appropriate teams who can support you more directly.

Your understanding and co-operation are highly appreciated. I am looking forward to your response!

Thank you for your time and hope you having a nice day and really much warm regards to you as well! 

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