request for refund for double billing

Question

My MS Office (personal use) subscription was due for renewal in November 2025. My VISA card linked to the subscription had expired and the subscription was not successfully deducted. I processed an EFT payment on 10 November 2025 for R1,599, which was successful. I then updated my subscription with my new card details. However, my latest bank statement shows that an additional R1,599 was deducted on 02 March 2026. I would like this amount to be refunded.

Answer 1

1

This forum is just a user to user forum, no-one here has any account access, try using the steps they provide on this link to find out what that extra payment was for.

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

Then use the steps they provide on this link to cancel whatever that extra payment was for and get a refund.

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

2

If you are still unable to resolve that extra payment problem, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

A refund cannot be processed directly here, but the double charge can be investigated and a refund requested using Microsoft’s billing tools and support.

Follow these steps:

1. Verify the two charges and subscription
   1. Go to https://account.microsoft.com/services and sign in with the same Microsoft account used for the Microsoft 365 Personal subscription.
   2. Under Services & subscriptions, confirm:
      • The active Microsoft 365 subscription (renewal date and price).
      • That there are not two separate Microsoft 365 subscriptions (for example, one created when the card was updated).
   3. Compare the billing history there with the two R1,599 charges on the bank statements.
2. Check refund eligibility and cancel if needed
   • To check refund eligibility on a Microsoft 365 subscription purchased from Microsoft, the subscription must be cancelled first.
   • Follow:
     1. Go to https://account.microsoft.com/services/microsoft365 and sign in with the same Microsoft account.
     2. Find the Microsoft 365 subscription and select Manage.
        • If only Turn on recurring billing appears, the subscription is already set to expire and will not be charged again.
     3. On the next page, select Cancel (or Upgrade or Cancel, depending on what is shown) and follow the on‑screen steps.
   • During cancellation, the system will indicate whether a refund is available for the current term.
3. If the extra charge is not clearly tied to a second subscription
   • Use the guided refund and billing tools:
     • For refund eligibility and process, see How to get a refund on a Microsoft subscription and follow the self‑help or refund flow for Microsoft 365.
   • If the charge is not recognized or appears as a duplicate after checking the account, contact Microsoft Support so an agent can review the billing on the account:
     • Go to the Microsoft Support contact page.
     • Choose Microsoft 365 & Office → Billing and Payment updates (or similar) → Chat with a support agent in your web browser.
   • Provide the dates and amounts of both R1,599 payments and confirm that only one active subscription is intended. The support agent can determine whether the March 2026 charge is refundable and process the refund if eligible.
4. If the charge does not appear on the Microsoft account
   • If the transaction cannot be found under Services & subscriptions for any Microsoft account owned, treat it as a potential billing error or fraudulent charge and:
     • Work with Microsoft Support using the steps above to search by card details and transaction information.
     • If Microsoft cannot locate the transaction, contact the bank again to dispute the charge as unauthorized or erroneous.

Because this scenario involves account‑specific billing and possible refund processing, final confirmation and the actual refund must be handled by Microsoft Billing Support after reviewing the account and payment history.

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References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Request refund - Microsoft Q&A
• i have been charged twice - Microsoft Q&A