MS charged my CC twice yesterday for two various vague things that I do not recognize. How can I talk to someone at MS to get more details?

Question

MS charged my CC twice yesterday for two various vague things that I do not recognize. How can I talk to someone at MS to get more details?

Answer 1

Hi, I'm John!

If you haven’t already, I recommend checking your Microsoft account for recent purchases or subscriptions using the steps here:

• Please sign in to your Microsoft account’s billing page at https://account.microsoft.com/billing/orders
• Adjust the date range to include the purchase date.
• Then click “Show details” under each order to see what the charge is for.
• If it doesn’t look familiar, click “Order help” and then select “How to investigate a billing charge.” Follow the prompts to investigate the billing charges and find out more about them.

If the charge still doesn’t look familiar, it may be linked to another Microsoft subscription in your household or even a family member’s account.

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Click "Add comment" to let me know.

Regards,

John J.D.

Answer 2

To get details and dispute unrecognized Microsoft charges, use the official Microsoft support and billing tools rather than the community forums.

1. First, investigate the charges online
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate next to the payment method that was charged. This helps identify:
     • Active subscriptions with recurring billing
     • Purchases made by family members using the same card
     • In‑app or game purchases
   • For Skype‑related charges, sign in to the Skype account and compare the purchase history with the bank or card statement. If the order status shows DELIVERED, the charge has been applied to the account.
2. If the charges are still not recognized
   • Use the built‑in investigation flow on the Manage your payments page and follow the prompts to see if:
     • A previously declined charge was retried
     • A pre‑order or split order was shipped
     • Someone made in‑app purchases (for example, games like Candy Crush may appear as MICROSOFT*CANDY CRUSH).
3. Contact Microsoft support to speak with an agent
   • Go to the main Microsoft Contact us / Contact Support site.
   • Sign in with the Microsoft account associated with the card if possible.
   • Choose the relevant product area (for example, Microsoft 365, Microsoft Store, or general account/billing).
   • For billing issues, select a category such as Billing and Payment updates, Manage my subscription, or similar.
   • Choose Chat with a support agent in your web browser or Call me back to speak with a live person.
4. If the charge is clearly unauthorized or fraudulent
   • For Microsoft Store purchases, use the refund process described in Returning items you bought from Microsoft for exchange or refund and, if needed, contact Microsoft Store Support directly.
   • If the charge is for Skype and there is no Skype account or the charge is not recognized, contact Skype customer service and request a refund in line with Skype’s refund policy.
   • If the bank has already opened a dispute (chargeback), be aware that repeated misuse of chargebacks can be treated as fraud; Microsoft Support is the preferred first contact for resolving billing issues.

If the card has multiple close‑together Microsoft charges, also check whether:

• A previously failed payment and the next scheduled payment were both collected close together.
• Multiple Microsoft accounts (for example, family members) are using the same card.

For any refund or reversal, Microsoft Support or Microsoft Store Support must handle it directly, as community forums and general documentation cannot access or change billing records.

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References:

• How to investigate a billing charge from Microsoft
• I've been charged twice
• Cancel an order or pre-order from Microsoft Store
• What is a chargeback?
• Why has my credit/debit card been charged when I haven't made a Skype purchase?
• fraud charges on microsoft account - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• i have been charged twice - Microsoft Q&A