Support call disconnected re 365 subscription

Question

On 7 Jan. I was speaking on the phone for 45 minutes with a woman who was trying to resolve my MS 365 subscription, but then the call was disconnected.  She was trying to give me the £59.99 subscription I have had for years instead of the £84.99 subscription that includes AI, which I don't want.  She explained the process. I needed to pay £7.99 which she then refunded to me.  The next step was to restore my £59.99 subscription. I was waiting for her confirmation email when the call was disconnected. ``I received two emails. Both start with: Microsoft Store Customer Support - DoNotEdit:7095425309. Can you help? Thank you.

Answer 1

Hello,

This is a public forum, so for your privacy and security, we can’t help with billing issues here. Also, no one in this forum has access to your account or payment information.

To get help, open the "Get Help" app on your computer (just search for it in the Start menu). or go to https://support.microsoft.com/contactus, Type "Billing" and press Enter. On the next screen, click "Contact support" at the bottom of the page, then choose "Microsoft 365" > "Manage my subscription". You’ll then see the option to chat with a Microsoft support agent who has access to your account to help review the issue.

Answer 2

Please see Switching to Microsoft 365 Personal and Family Classic Plans

Note that the option may no longer be available is some regions.

Answer 3

It sounds like you were in the process of resolving an issue with your Microsoft 365 subscription when the call was disconnected. Since you were trying to revert to your previous subscription of £59.99 instead of the new £84.99 subscription that includes AI, I recommend that you follow up with Microsoft support to complete the process. You can contact Microsoft 365 Support directly to explain your situation and provide them with the details of your previous conversation. They should be able to assist you in restoring your original subscription and addressing any issues related to the refund you received.

Make sure to have any relevant information handy, such as the emails you received and any reference numbers provided during your call.

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References:

• Why am I getting billed for Microsoft 365 after I activate the benefit?
• I have been charged twice - Microsoft Q&A