No support for new microsoft 365 business account with "anytime phone and web support"

Question

I purchased a Microsoft 365 Business Standard subscription that allegedly includes "anytime phone and web support." I had trouble getting it set up and found that there is no phone or web support, just an endless loop from the only phone number to an unhelpful AI "support" option. I tried to cancel and even that is impossible - there is a "cancel subscription" button but it does nothing. I tried to contact sales, where the agent required me to give him a 5-star review (he could view real time) and he said he would not transfer me to the live billing person who would fix my problem until I completed the review because he was going out of his way. The live billing person said she had no authority to change the bill, and texted me to the link to -- you guessed it -- the same AI support option. Then she hung up on me. Now I'm waiting for the charge to post so I can refuse to pay.

Answer 1

Hi Maureen, try: Customer service phone numbers

Answer 2

Dear @Maureen Henry,

Thank you for posting your question in the Microsoft Q&A forum. I’m sorry for the confusing support experience and the difficulty you’ve had reaching a live billing agent and canceling the subscription.

Because this is a Microsoft 365 for business subscription, the supported way to reach Microsoft Support is through the Microsoft 365 admin center using an account that has an admin role (for example, Global admin or Billing admin). From the admin center, an admin can open Help & support and then select Contact Support to create a support ticket, choosing a callback or email option.

To do this, please follow the steps:

1/ Log into admin.microsoft.com with your admin account.

2/ Select the green help & support button typically located at the bottom right of the admin center dashboard. Click on it to open the support pane.   

3/ In the search bar, type the topic of your case, for example: “Billing - contact billing department / update billing profile / payment method” if you need support about Billing.

4/ Select “Contact support”.     

5/ Choose your preferences: preferred contact method, preferred time zone, and preferred contact language.       

6/ Fill in your details and give a strong description of your problem for a quicker resolution. You can add a file, a screenshot, or a video for added support. Once you’ve filled out the details, select Contact me at the bottom.       

If you cannot login your account, please try to call support phone number you had called before please note that depending on your country or region. For some countries, when calling the support number, although there are about 30 seconds opening as something "you can visit the link...." But you can ignore this opening and wait until the option, then "1" as a business email user, "1" again for technical help.

Alternatively, you can try set up a new trial tenant and submit your support request: 

1. Start a free trial: Go to Compare Office 365 Enterprise Pricing and Plans | Microsoft 365.  and click Try for free to create a new tenant.
2. Complete setup: Follow the guided steps to create a new Microsoft account and tenant.
3. Access Admin Center: Sign in at https://admin.microsoft.com.
4. Open Support: In the left menu, select Support > Help & support.
5. Submit a ticket: Clearly state you are locked out of a different tenant where you are the admin. Include: Admin account email, Tenant domain name, Error messages, Issue details, Confirmation you are the administrator
6. Track your request: Submit and note the ticket number.

Important notes:  

• The trial tenant won’t give access to your original tenant’s data or settings; it’s only for contacting Microsoft support.
• Support may require identity and admin rights verification for the locked tenant.
• Resolution could take longer because you’re contacting from a different tenant.
• Please do not forget cancel the trial subscription after resolving the issue to avoid charges (Admin Center > Billing > Your products).

I truly appreciate your patience and understanding. If you have any further questions or need further clarification, please feel free to reach out. I'm looking forward to hearing from you. 

Thank you for your cooperation.

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