charged the wrong amount

Question

I was charged 129.00 and I only pay 12.99 a monthly. I would like my money back on my card and charge 12.99 that I pay a month.

Answer 1

1

This forum is just a user to user forum, no-one here has any account access, using any Microsoft account you may have, try using the steps they provide on this link to find out what that payment was for.

https://support.microsoft.com/en-us/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

Then use the steps they provide on this link to cancel whatever that payment was for and get a refund.

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

2

If you are still unable to resolve that payment problem, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

To resolve being charged the wrong amount and request money back, follow these steps:

1. Investigate the charge in the Microsoft account dashboard:
   • Go to the Manage your payments page of the Microsoft account dashboard and select "Investigate" for the unexpected 129.00 charge. This helps identify whether it is:
     • A Microsoft subscription with recurring billing at a higher tier or different product.
     • A purchase made by a family member using the same card.
     • A previously declined charge that was retried.
     • A separate app, game, or in-app purchase rather than the normal 12.99 subscription.
   • Guidance for this is in How to investigate a billing charge from Microsoft.
2. Check order history and invoice details:
   • Sign in at account.microsoft.com/billing.
   • Select Payment & billing > Order history and filter to the date of the 129.00 charge.
   • Look for orders with status Completed or Redeemed, open Order details, and confirm exactly what the 129.00 payment is for.
3. If it is an accidental, unauthorized, or incorrect charge:
   • For accidental or unauthorized purchases, follow Returning items you bought from Microsoft for exchange or refund to submit a refund request for that specific order.
   • If the charge appears fraudulent or the account may be compromised, follow the guidance to get back into your Microsoft account if it's been compromised and help protect your Microsoft account before requesting a refund.
4. Request a refund / correct the subscription amount:
   • After identifying the 129.00 transaction, use the refund process described in the refund article (for apps, games, or Store purchases) or the Microsoft subscription refund guidance (from the Q&A references) to request money back to the card.
   • Then review the active Microsoft 365 or other subscription and ensure the correct 12.99/month plan is active and that recurring billing is set correctly so future charges match 12.99.
5. If the charge is duplicated or cannot be matched:
   • If there is a duplicate charge for the same order, contact Microsoft Store Support with the Microsoft account and order number so they can correct or refund the extra amount.
   • If the charge still cannot be identified in any Microsoft account, contact the bank or card issuer to dispute it as a potentially fraudulent charge.

These steps allow identifying what the 129.00 charge is, requesting a refund back to the card if eligible, and ensuring the ongoing subscription remains at 12.99 per month.

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References:

• How to investigate a billing charge from Microsoft
• Cancel an order or pre-order from Microsoft Store
• What is a chargeback?
• View your Microsoft Store order history
• investigate a billing charge - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Game Pass refund - Microsoft Q&A
• Request refund - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A