Billing Question

Question

We are being charged over $2,300.00 for services but cannot get any information on what is being charged or access to any accounts. EVERY SINGLE PHONE NUMBER has a busy signal.

Should I report these charges as fraud, or can we get an actual working phone number to speak with someone?!

This should not be this hard to get someone on the phone or to get more information about a bill.

Answer 1

If you know for a fact that you did not purchase any services from Microsoft, then you are the victim of a thief posing as Microsoft (this week) who has obtained your payment credentials.

Answer 2

Hi @Nicole A,

I’m truly sorry to hear that you’re currently unable to obtain information about the charges or access any account in the tenant. I understand from your message that you have already tried calling every listed Microsoft Support phone number but unfortunately only encountered busy signals.

If your account is an administrator account and there are no other available Global Administrators in the tenant, direct assistance from Microsoft Support is still required to regain access. In situations like this, the Billing team has specialized tools and established verification processes to confirm identity and support your case.

Please note that forum moderators do not have visibility into or control over user accounts and are unable to assist with login issues, password resets, billing access, or permission changes, etc.

Please try again locating the appropriate hotline for your region here and follow the tips below to contact support effectively: Customer service phone numbers - Microsoft Support

Here are some tips and an example of a prompt to help you navigate the IVR more effectively:     

IVR: What kind of problem are you concerned about?         

You: Billing.         

IVR: What kind of product do you use?         

You: Office 365 for business.         

IVR confirmation: education or company account?         

You: For companies         

IVR: Are you an administrator?         

You: Yes.         

IVR: Do you have another administrator in your organization?         

You: No. I need to create a ticket. Please send me directly to the Billing team.    

The Billing team will ask for verification details, such as billing emails, company name, payment method, or invoice information, to confirm ownership before canceling the subscription. This team possesses the exclusive authority to verify specific charges and can facilitate a reimbursement or credit request, provided that the billing discrepancy is substantiated with the necessary evidence.

I hope these steps assist you in successfully submitting your support ticket to the billing team. While I am unable to intervene directly in billing or subscription matters, guiding you to the appropriate specialized department is the most effective way to ensure your request is addressed promptly.

If you have any updates or additional questions, feel free to reply to this thread. I’ll be glad to assist further wherever I can.  

Thank you in advance for your cooperation and kindness.

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