I have been charged twice for Microsoft 365 storage

Question

Hi, I purchased Microsoft 365 basic storage on 3rd March and have been charged £19.99 twice. Order numbers are 87<removed PII> and 347<removed PII>. I can see two charges of £19.99 on my credit card bill and two payments of £19.99 in my Outlook billing history. I do not wish to cancel the subscription but I do wish to have the additional £19.99 refunded. I was unable to find any way to contact a real person by telephone or find a suitable answer via the automated menus.

Please can you offer some assistance?

Answer 1

Hi Helen,

An automatic refund is processed within a few days for the double charge.

In case it does not happen.

If you need more help, please reach out to Microsoft Support.

Please go to the https://support.microsoft.com/contactus page

Type "Billing" and press Enter.

Please click on the "Contact support" button at the bottom.

Select the Product and Category for support based on your requirements.

The available support methods will be shown to you.

Answer 2

Hi Helen,

For the double charge a refund is automatically issued in the few days.

If in case it does not happen.

Please contact Microsoft Support for further assistance.

Please go to the https://support.microsoft.com/contactus page

Type "Billing" and press Enter.

Please click on the "Contact support" button at the bottom.

Select the Product and Category for support based on your requirements.

The available support methods will be shown to you.

Answer 3

Because this involves duplicate billing and a refund request on a live subscription, the next step is to work directly with Microsoft Support/Billing so the account and charges can be checked and one of the payments refunded without cancelling the subscription.

Follow these steps:

1. Verify both charges and orders
   • Go to https://account.microsoft.com/services and sign in with the Microsoft account used to buy Microsoft 365 Basic.
   • Confirm that both order numbers (8774514403 and 3477837083) appear and that both show a £19.99 charge.
2. Check refund eligibility
   • Refunds for Microsoft subscriptions are handled according to the Microsoft Store Terms of Sale and local refund rules. Not all cancellations or billing issues automatically result in a refund.
   • For general guidance on subscription refunds and eligibility, see the steps in How to get a refund on a Microsoft subscription. This page also links to a self-help tool for Microsoft 365 refunds and explains that some countries support prorated refunds.
3. Contact Microsoft Billing Support (required for duplicate charges)
   • Because this is a duplicate/erroneous charge and not a cancellation request, contact Microsoft directly so an agent can review the two orders and process a refund for the extra £19.99 if eligible.
   • Use the guided support flow described in the Q&A references:
     1. Go to the Microsoft Support site (Contact – Microsoft Support).
     2. Sign in with the same Microsoft account used for the subscription.
     3. Select Microsoft 365 (or Microsoft 365 & Office) as the product.
     4. Under category, choose Billing and Payment updates or Manage my subscription.
     5. Select Get Help, then Contact Support.
     6. Choose Chat with a support agent in your web browser (or request a call back if offered).
   • Have ready: both order numbers, the last four digits of the card, and screenshots of the duplicate charges from the credit card statement and from the Microsoft account billing history.
4. If one charge is from another provider
   • If one of the charges was made through a third party (for example, Amazon, Google Play, or Apple), that provider must handle the refund for their charge. In that case, contact that provider’s support and request a refund for the duplicate Microsoft 365 subscription, as shown in the similar Q&A where Amazon cancelled and refunded their portion.
5. Do not cancel the active subscription
   • Since the goal is to keep Microsoft 365 Basic active and only refund the extra payment, do not cancel the subscription in the Services & subscriptions page. Instead, clearly state to the support agent that there are two identical charges and that only the duplicate should be refunded.

If the country is one of those that supports prorated refunds for Microsoft subscriptions, the refund handling may follow those local rules, but the billing agent will confirm what is possible for this specific case.

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References:

• How to get a refund on a Microsoft subscription
• Cancel an order or pre-order from Microsoft Store
• i have been charged twice - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• I need a refund on the Microsoft 360 - was just charged for it, and the instructions are unclear on how to get a refund. - Microsoft Q&A
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A
• Request refund - Microsoft Q&A