How do I resolve a billing issue that has led to ALL subscriptions being cancelled?

Question

I purchased a subscription to 365 Business Standard for my business which is now operating. I did pay a consultant to help me set it up just write. Then I received a call from AMEX regarding a charge well over $3,000. I reported it as unknown so they cancelled my card and are sending a new one.

I then found out the charge was from Microsoft, and involved the purchase over 20 licenses. I thought I resolved the issue by reducing the number of licenses back to one, and this showed up as a line item reduction in billing back down to the residual amount equal to the amount of one license.

But I kept getting emails about paying the huge bill. I did not pay to avoid having to figure out how to get a refund, and this did not match the correction that was made to my billing in my account. All licenses were then cancelled, including my single license, causing me great distress. And I have tried to resolve this including opening a ticket without success so far. It seems like a 5-minute problem if I could get a billing rep on the telephone. So, how can I quickly resolve this to clear up my past due account and get my license?

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Moved from: Microsoft 365 and Office | Other

Answer 1

Please understand that as a forum moderator, I don’t have access to internal billing systems or backend tools. However, I will do my best to guide you using publicly available documentation, research, and community experience. 

Hello @Douglas Dean,

Welcome to the Microsoft Q&A Forum and thank you for your question. 

 

This issue will need to be handled directly by the Microsoft Billing Support Team, as they are the only team with the tools and permissions required to review charges, subscription cancellations, license corrections, and billing adjustments on your tenant. 

Before moving forward, may I ask: Where did you open your support request? Was it created through the Microsoft 365 Admin Center, or did you contact the hotline support number? 

If you already created a ticket in the Admin Center, could you please share the support ticket number with me? I can check its status and help guide you on the next steps. 

If you have not opened a Billing ticket yet, and if you can still sign in to the Microsoft 365 Admin Center, please follow these steps: 

• Sign into the Microsoft Admin Center 
• After clicking on "Help & Support" button like this image, you can type "I need agent support via phone or email". After that, you can click on "Contact support" 
• Choose contact method: "Phone" 
• Fill all the information in this contact support details, please describe your situation carefully so they will have enough information to help you. 
• Finally, clicking on "Contact me" 

If you are unable to access the Admin Center, you can instead contact Microsoft directly through the official support hotline: Customer service phone numbers - Microsoft Support 

(When you call the support number, you may hear an introduction of about 30 seconds such as "you can visit the link...". You can ignore this introduction and wait until you are presented with the options. Then press "1" as a business email user, and again "1" for technical help)   

Please let me know which option you used and any details you can share (including the ticket number, if available), so I can continue assisting you. 

I look forward to your reply and will be happy to help further. 

Kind regards, 

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Answer 2

To resolve your billing issue with Microsoft 365 and the cancellation of all your subscriptions, you should take the following steps:

1. Contact Microsoft Support: Since you've already opened a ticket without success, it may be beneficial to reach out directly to Microsoft 365 Support for immediate assistance. You can do this by visiting the Microsoft support page and selecting the appropriate options for billing issues.
   • Contact Microsoft 365 Support
2. Review Your Billing Account: Make sure to check your billing account status and any notifications you may have received regarding the cancellation of your subscriptions. Understanding the reason behind the cancellation can help in resolving the issue more effectively.
3. Clarify License Changes: When you reduced the number of licenses, ensure that this change was processed correctly in your account. If the billing still reflects the previous amount, it may require further clarification with support.
4. Document Everything: Keep a record of all communications with Microsoft, including dates, times, and the names of representatives you speak with. This can help in escalating the issue if necessary.
5. Follow Up: If you do not receive a timely response from support, follow up on your ticket or call again to ensure your issue is being addressed.

By taking these steps, you should be able to clarify your billing situation and hopefully restore your subscription.

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References:

• Why am I getting billed for Microsoft 365 after I activate the benefit?
• Contact Microsoft 365 Support