How to verify a double billing on my account

Question

I have a double billing on my credit for Microsoft 36. One charge on Feb 19 for $109 and one on Feb 20 for &109. I look in my Microsoft account and found no recent charges

Answer 1

Hey there! Nice to meet you!

Based on your description, the charges were made on different accounts. You may try following the guide on the official Microsoft website to investigate and locate the charges from Microsoft on this link:

https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you're able to find the transactions, you can check if they are eligible for a refund through this link:

https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

You may also try contacting Microsoft Support for further assistance in tracking the transactions:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" > click "Get Help" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

If you and the Support Team are unable to find the transactions in all of your accounts, you'll need to contact your financial institution/bank directly to dispute them, and they may process a refund, as this would be considered fraudulent charges.

You may also need to have your card blocked and request a new one.

Thank you for your understanding! Please let me know if you need anything else.

Best regards,

Darhyl

Answer 2

To verify and resolve the apparent double billing, follow these steps:

1. Check if the two charges are actually separate billing attempts for the same subscription period:
   • Double charges can occur when a previous payment failed (for example, due to insufficient funds) and Microsoft retried the charge close to the next scheduled payment. This can make two payments appear close together on the bank statement, even though they cover different billing periods.
   • Review the last few months of charges in both the Microsoft account order history and the bank/credit card statements to see if there are more payments than expected for the subscription.
2. Review Microsoft order history for all possible accounts:
   • Sign in and review order history to check for multiple purchases for the same amount that appear close together. Review your order history
   • If no duplicate charges appear in the visible Microsoft account, there might be another Microsoft account (for example, a family member’s) using the same credit card.
3. Use the “Investigate” tool on the payment options:
   • Go to the Microsoft account Payment options page and select Investigate to search for other accounts using the same card. Go to payment options
   • This helps identify if the second charge is tied to a different Microsoft account or subscription.
4. Investigate unrecognized charges directly:
   • Use the guidance in How to investigate a billing charge from Microsoft to:
     • Check if a Microsoft 365 subscription has recurring billing enabled.
     • Confirm if someone else (family member) used the card.
     • Determine if one of the charges is a previously declined charge that was successfully processed later.
5. If it is clearly a duplicate or unauthorized charge:
   • If there is an accidental or unauthorized purchase, follow the refund/return process described in Returning items you bought from Microsoft for exchange or refund.
   • If another person is using the account or card without permission, follow the guidance to recover and secure the Microsoft account and then work with support and/or the bank to dispute fraudulent charges.
6. If charges still cannot be matched to any Microsoft account:
   • After using the Investigate tool and checking all accounts, if the transactions still cannot be found, contact Microsoft Support via the billing/contact paths in the referenced articles, and if necessary contact the bank or card issuer to dispute the charge as potentially fraudulent.

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References:

• I've been charged twice
• How to investigate a billing charge from Microsoft
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Cancel an order or pre-order from Microsoft Store
• I can't sign in to my Microsoft account