Continuous billing for old inactive Microsoft 365 subscription

Question

I have a recent subscription being billed for $10 via auto pay. There is still an old subscription from years back that is no longer active. yet you continue to withdraw $14 from my account. This has continued for two years. My efforts to contact anyone regarding this matter are nil. Please advise. as I do not want any more $14+ month withdrawn.

Kind Regards, CSM

******@gmail.com

Answer 1

To stop the unwanted $14 monthly charges and address the old inactive subscription, follow these steps:

1. Go to the Services & subscriptions page
   • Visit https://account.microsoft.com/services and sign in with the same Microsoft account that is being charged.
   • If there are multiple Microsoft accounts, sign out and try each one that might have been used in the past until the old subscription appears.
2. Locate the old subscription
   • Under Services & subscriptions, look for any Microsoft 365 or other Microsoft subscriptions showing a $14/month charge or similar.
   • If the subscription shows Manage, select it.
   • If it shows Turn on recurring billing instead of Manage, that subscription is already set to expire and will not be charged again.
3. Turn off recurring billing / cancel the subscription
   • On the subscription’s Manage page, choose Cancel or Cancel subscription (it may also appear as Upgrade or Cancel).
   • Follow the on-screen steps to complete cancellation.
   • After cancellation, charges should stop after the current billing period ends.
4. If the subscription was purchased through a third party
   • If the $14 subscription was originally bought via a retailer (for example, Amazon, Best Buy) or via the Apple App Store or Google Play, it must be cancelled with that provider:
     • For Google Play purchases, see Learn about Google Play refund policies.
     • For Apple App Store purchases, request a refund from Apple support.
5. If cancellation is not possible or the charge is not found
   • If no matching subscription appears under any Microsoft account, or there is no option to cancel, use Microsoft’s guided support for billing:
     • See Unable to cancel your Microsoft subscription and follow the steps to contact support if needed.
   • Because this involves account-specific billing and possible refunds for two years of charges, work directly with Microsoft Billing Support so they can review the charges and determine refund eligibility. For general refund guidance, see How to get a refund on a Microsoft subscription.
6. Check for duplicate or old subscriptions
   • If there are two Microsoft 365 subscriptions (one at $10 and one at $14), cancel the unwanted one as above and keep only the active plan that should continue.

After completing these steps, verify on the Services & subscriptions page that the $14 subscription shows as cancelled or set to expire, and monitor the next bank or card statement to confirm that the extra charge has stopped.

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References:

• Unable to cancel your Microsoft subscription
• How to get a refund on a Microsoft subscription
• Cancel a Microsoft 365 subscription
• How to connect with Help and Support - Microsoft Q&A
• How to unsubscribe microsoft 365 account? - Microsoft Q&A
• i have been charged twice - Microsoft Q&A