ALESSIO <[Moderation note: PII removed]@gmail.com> mar 20 gen, 18:43 (6 giorni fa) a Microsoft Dear Support Team, I am writing to follow up on my case (Ref: [Moderation note: PII removed])

Question

Dear Support Team,

I am writing to follow up on my case (Ref: [Moderation note: PII removed]).

I received your last update on December 25th, stating that the matter had been escalated. However, a month has passed, and I have received no further updates nor a resolution to the problem.

Most importantly, I am still being incorrectly charged twice on my credit card every month. This situation is unacceptable, as the billing error persists despite my previous reports.

Please provide an immediate update on the investigation and confirm when the double charges will be stopped and refunded. I look forward to your prompt reply.

Best regards, 

Alessio

Answer 1

Hi, alessio farinella

Welcome to Microsoft Q&A forum.

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data. 

Sorry for this frustrating experience that you're encountering. If you’re seeing two monthly charges, it usually means there are two active billings tied to your account, for example a duplicate Microsoft 365 subscription, a second Microsoft account, or a separate renewal entry.

Here are some suggested fixes you can try:

Verify what the two charges are for

Sign in to your Microsoft account and check your subscriptions and payment history. Look for two active Microsoft 365 entries, or two renewals under different accounts.

Check the subscription list and renewal settings in your Microsoft account (this is where you can view, manage, and cancel subscriptions).

If one of the charges seems tied to an email address you do not recognize, that often indicates the second subscription is linked to a different Microsoft account.

Cancel the duplicate subscription (do not cancel the one you actually use)

Once you confirm which subscription is extra, cancel only the duplicate from the Microsoft account subscription management page.

If you cannot match the second charge inside your account

Follow the official “investigate a billing charge from Microsoft” guidance to identify what the charge belongs to, then proceed with cancel and refund steps for that item.

Request a refund

Mind yourself that this is a user-to-user forum, so I do not have the authorization to investigate your account's details. Since you've reached out to Microsoft Support, your request is recorded. If you need further updates on your situation, feel free to create a new support ticket, and provide them with your previous case IDs. Microsoft agents can help you get a hold of your current situation and give you sensible solutions.

Hope this helps. Feel free to get back if you need further assistance.

Since this is a public forum, we will hide your personal identifiable information, and I have sent that image of yours containing your personal identifiable information in a private message so we can work together to resolve the issue. Also, please check your private message in case you want to share another screenshot to avoid leaking your PII by click on the Private Message button as show below.

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