How to correct billing errors

Question

I have been charged two months in a row by Microsoft store but have no orders. I tried disputing through my credit card company with no success. I need to speak to someone to sort this out.

Answer 1

Hello shannon davenport,

I understand that you are having issue with Microsoft Store Billing Errors. I truly understand how you feel. Let me assist you go through this situation.

1. Check if Microsoft recognizes the charge (this is required)

• Go to Microsoft account > Payments
• Open Manage your payments in your Microsoft account dashboard
• Select the charge and choose Investigate
• This is Microsoft’s official entry point for charges that do not appear as orders

This step is important even if you already disputed with your bank.

2. For refunding or further assistance please contact support for the best assistance:

Once you’ve tried the steps above, you can also reach out directly to the Microsoft Support team. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to https://support.microsoft.com/home/contact
• Search for "Refund Microsoft 365 subscription" in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select Billing> Subscriptions> Charged unexpectedly / Refund
• Look for and select "Chat with a support agent in your web browser" (during business hours). Once connect, explain your situation clearly.

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Please understand that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft staff cannot directly intervene in Microsoft product features or access back‑end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. Still, I will do my best to assist you with everything I can.

To refund and check for refund eligible you can refer to this website, follow the steps instruction:

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

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

Answer 2

To correct repeated Microsoft Store billing charges and speak with someone, follow these steps:

1. Investigate the charges in the Microsoft account dashboard
   • Go to the Manage your payments page of the Microsoft account dashboard using this link: Manage your payments.
   • Locate the unrecognized charges and select Investigate next to the relevant transaction. This helps identify if the charge is from:
     • A Microsoft subscription with recurring billing enabled.
     • A pre-order or split order that was shipped.
     • An in-app purchase or something bought by a family member using the card.
   • For more detail on this process, see How to investigate a billing charge from Microsoft.
2. Check for active subscriptions or overdue payments
   • From the same Microsoft account, review:
     • Services & subscriptions to see if any Microsoft 365 or other subscriptions are active with recurring billing.
     • Any past-due subscription payments that may have retried and posted late.
3. If the charge is still unrecognized, request help from Microsoft Billing Support
   • Because this involves account-specific and payment information, resolution requires direct support.
   • Use the official support flow to reach a live agent:
     1. Go to Contact – Microsoft Support (contact entry point referenced in the Q&A answers).
     2. Sign in with the Microsoft account that may be associated with the charges.
     3. Choose Microsoft 365 & Office (or the closest product category).
     4. Under category, select Billing and Payment updates or Manage my subscription.
     5. Confirm, then choose Chat with a support agent in your web browser or the Call me back option when offered.
   • Explain that there are repeated Microsoft Store charges with no visible orders and that the card issuer’s dispute was unsuccessful. The support agent can:
     • Check which account and product the charges belong to.
     • Help cancel any unwanted subscriptions or recurring billing.
     • Advise on eligibility and process for refunds.
4. If Microsoft Support cannot locate the charge
   • Follow the guidance in How to investigate a billing charge from Microsoft:
     • If the transaction cannot be found on any Microsoft account, treat it as a potential fraudulent charge.
     • Work with the bank or card issuer again, referencing Microsoft’s confirmation that they cannot locate the transaction.
     • Request that the bank block the card and issue a new one if unauthorized use is suspected.

These steps combine self-service investigation (to see if the charge is tied to a subscription or hidden order) with escalation to a live Microsoft support agent for account-level review and possible refund.

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References:

• How to investigate a billing charge from Microsoft
• Troubleshoot buying issues with Microsoft Store
• Microsoft Store & billing help
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A