we have an unauthorized charge on our Visa Statement

Question

unauthorized charge on VISA and have unable to get this resolved. was on hold for 30 minutes then abruptly disconnected.

Answer 1

Use these steps to resolve an unauthorized Microsoft charge on a Visa card:

1. Identify what the charge is for
   • Go to the Microsoft account dashboard and open the Manage your payments page, then select Investigate next to the charge to see if it is tied to a Microsoft subscription, app, game, or in‑app purchase. Details and causes of unexpected charges are described here: How to investigate a billing charge from Microsoft.
2. If it is an accidental or unauthorized purchase
   • Use the refund process for Microsoft Store purchases as described in Returning items you bought from Microsoft for exchange or refund (linked from the “Cancel an unauthorized or accidental purchase?” section). This is the correct path if the charge is on a Microsoft account that can be accessed.
3. If the charge is clearly fraudulent or not tied to any Microsoft account
   • Contact Microsoft Support specifically for billing so an agent can look up the transaction and advise on refund options. The Q&A guidance for similar cases is to:
     • Start from the Microsoft Support site.
     • Choose a billing-related topic (for example, “Billing Issue” or “Billing and Payment Updates”).
     • Use Chat with a support agent or Call me back when available.
   • If Microsoft Support cannot locate the transaction on any Microsoft account, treat it as card fraud and dispute it with the bank/issuer. This is a chargeback: informing the bank that a payment was made without consent so they can reverse it.
4. Protect the card and account going forward
   • If there is any suspicion that the card details were stolen or misused, request a new card from the bank and cancel the old one. Then update any legitimate recurring payments that used that card.
   • If there is any sign that a Microsoft account was used without permission, follow the guidance to recover a compromised Microsoft account and secure it (password change, security info review, etc.).

If phone support disconnects again, use web chat or “Call me back” options from the Microsoft Support site, which are the recommended channels in similar billing‑dispute cases.

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References:

• How to investigate a billing charge from Microsoft
• Cancel an order or pre-order from Microsoft Store
• What is a chargeback?
• What to do if your credit or debit card info is stolen
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• fraud charges on microsoft account - Microsoft Q&A