Microsft Business - Payment Dispute

Question

Basically, I have been charged £116.64 for a MS Business Product that I did not receive one year ago. I raised a dispute then and received a refund. [Moderator note: personal info removed] . However, I have been charged the same amount again to my AMEX account ending 81002 two weeks ago. So I am requesting a refund please (again). I am also requesting that you discontinue this payment because I never received or was able to use the product that it linked to. The Invoice number is [Moderator note: personal info removed] 

For information, I have a Personal Account with Microsoft and have Family 365 subscription, which I am happy with.

Thanks for your help with this matter

Answer 1

Dear @James Buckingham,

Thank you for posting your question in the Microsoft Q&A forum.

Please understand that our forum is a public platform, and we will modify your question to cover your organization domain name in the description. Please notice to hide these personal or organization information next time you post error or some information to protect personal data.

Based on your description, you were charged £116.64 again for a Microsoft Business product that you never received or used, even though the same charge was disputed and refunded last year. You are requesting a refund for the recent charge under invoice you provided and asking Microsoft to permanently stop this recurring payment, as you only have a personal Microsoft account with an active Microsoft 365 Family subscription.

In this situation, based on the invoice you provided, please review the information I sent via private message to confirm whether this purchase was made in the past.

In case you want to get refund for the recent charge which you did not purchase. I recommend you contact to Microsoft Support team as you used to do in the last time.

To contact them, you can use this link to find the appropriate contact number: Global Customer Service phone numbers - Microsoft Support   

Note: Please understand that as forum moderator, my primary goal is to provide helpful guidance and support through general troubleshooting steps. While I don’t have access to internal systems or test devices required to resolve backend issues, I truly appreciate your understanding of these limitations. I genuinely hope the information I share helps guide you in the right direction, and I'm always here to assist as much as I can within my scope.   

I hope information above meet your expectations. Please feel free to reach out if you have any other questions.

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Answer 2

For a charge on a Microsoft business or Microsoft 365 subscription that was not received or used, the next steps are:

1. Investigate the recent charge
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate for the unrecognized charge: Manage your payments.
   • This will help confirm what subscription or product the invoice G147703148 and the £116.64 AMEX charge are linked to and whether it is a recurring subscription.
   • For more detail on possible causes (recurring billing, family member purchase, retried payment, etc.), see: How to investigate a billing charge from Microsoft.
2. Check and cancel the underlying subscription
   • Sign in to the Microsoft account used for the business product and go to Subscriptions: https://account.microsoft.com/services (if this is a business/organization subscription, the global/admin account may be required).
   • Locate the subscription that matches the £116.64 amount.
   • Cancel the subscription so that recurring billing stops. Note that cancellations must be more than 2 days before the billing date to avoid the next charge; otherwise, a charge may still appear even after cancellation. See: Unable to cancel your Microsoft subscription for guidance on why charges can continue.
3. Request a refund for the latest charge
   • After cancellation, check refund eligibility as described in How to get a refund on a Microsoft subscription.
   • Follow the self-help tool for Microsoft 365/business subscriptions here: Get help refunding your Microsoft 365 subscription.
   • Not all cancellations result in a refund, but this is the official path to request one.
4. If the charge appears fraudulent or cannot be identified
   • Use the full troubleshooting flow in How to investigate a billing charge from Microsoft to confirm whether the charge is tied to a subscription, a one-time purchase, or another account.
   • If the charge cannot be matched to any subscription or account, or if access to the account is not possible, contact Microsoft Support directly for billing assistance. A typical path used in similar cases is:
     • Go to the Microsoft Support contact page.
     • Choose Microsoft 365 & Office → Manage my subscription or Billing and Payment Updates.
     • Use Chat with a support agent or Call me back when available.
   • If Microsoft Support and the account checks cannot locate the transaction, the financial institution (AMEX) may need to handle it as a disputed or fraudulent charge (a chargeback). Repeated misuse of chargebacks can be considered fraud, so this should be used only when the charge truly cannot be resolved with Microsoft.
5. Keep the personal Family 365 subscription separate
   • The personal Microsoft 365 Family subscription can remain active and unaffected; just ensure that the business subscription and its recurring billing are cancelled on the correct account.

These steps will:

• Identify exactly what the £116.64 charge is for.
• Stop any future recurring billing for that business product.
• Submit a refund request for the most recent charge through the official Microsoft refund process.

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References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• How to investigate a billing charge from Microsoft
• What is a chargeback?
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Request refund - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• fraud charges on microsoft account - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A