Fraudulent Charges from Microsoft - without my authorization

Question

On March 17, 2026, I reported that I was being charged twice, $9.99 for a Microsoft 365 subscription. The charges take place about 4 days from each other. I didn't notice the charges until January 2026, and I started to look into my previous bank statements. It turns out I've been double charged sin 2023!

I reported this and was told I order 2 subscriptions for both my emails (Gmail and Verizon). This is not true, as the Verizon email is used as a back-up account and my social media (which I don't use) notifications go the is email. I've never purchased or have authorized purchases from my Verizon email, as I don't use it on a daily basis and never from my laptop.

I reported this to my bank, and they verified that my Verizon email in not associated to my bank account. How is that Microsoft doesn't reply to my concerns about showing proof that I authorized this purchase and that my bank account is linked to the Verizon email (which is associated the MS 365 account) that authorized monthly charges?

THIS IS FRAUD!

P. Madrigal

Answer 1

For ongoing duplicate or unauthorized Microsoft 365 charges, the key steps are:

1. Confirm where the charges are coming from
   • Sign in to the Microsoft account dashboard and review Order history and Services & subscriptions for each email address that might be involved (Gmail, Verizon, and any others used in the past).
   • If there are two separate Microsoft 365 subscriptions (one per email), each will show as its own recurring subscription.
   • If a charge does not appear in the order history for the account being checked, it may be associated with a different Microsoft account or with another person using the same payment method.
2. Use the official “Investigate” tool for unrecognized charges
   • Go to the Manage your payments page of the Microsoft account dashboard and select Investigate next to the payment method in question. This tool helps identify:
     • Subscriptions with recurring billing enabled.
     • Other Microsoft accounts (for example, family members) using the same card.
     • Previously declined charges that were later collected.
   • Details are in How to investigate a billing charge from Microsoft.
3. Check for double billing or multiple accounts
   • Microsoft documents that what looks like “double charging” can happen when:
     • A late payment is successfully collected and then the next on-time payment is also taken, so two charges appear close together.
     • Multiple subscription periods were intentionally purchased.
     • Multiple Microsoft accounts are using the same card.
   • To check for duplicate payments:
     1. Review order history for multiple purchases of the same amount close together.
     2. If only one charge appears in order history but multiple appear on the bank statement, use Payment options → Investigate to search for other accounts using the card.
4. Treat this as potential fraud/unauthorized use
   • Since the bank confirms the Verizon email is not associated with the bank account, and there is a claim of no authorization for that subscription, this should be handled as possible fraud/unauthorized use of the payment method.
   • Steps to take:
     • Work with the bank to keep the dispute/chargeback open or file a new one if needed. Microsoft provides guidance on What is a chargeback? and how banks reverse charges when transactions are disputed.
     • Remove the affected payment method from all Microsoft accounts once identified and replace it if needed.
     • Change passwords on all Microsoft accounts and email accounts involved, and enable multi-factor authentication to prevent further misuse.
5. Request cancellation and refund of the unwanted subscription
   • First cancel the unwanted Microsoft 365 subscription associated with the Verizon-linked Microsoft account (or any account found to be charging without authorization). Cancellations must be more than 2 days before the billing date to avoid the next charge.
   • After cancellation, check refund eligibility for that subscription. Not all cancellations result in a refund, but:
     • Use the Microsoft 365 refund self-help tool under How to get a refund on a Microsoft subscription.
     • If the charges are clearly unauthorized, continue working with the bank’s dispute/chargeback process in parallel.
6. Escalate directly to Microsoft support
   • For fraud or theft-related issues (for example, an account or key being used without permission), Microsoft provides channels to report and resolve such cases.
   • In similar cases of fraud charges on a Microsoft account, customers have successfully used the Get Help → Call me back option to reach a support agent, who can review the account, confirm removal of payment methods, and credit fraudulent charges when appropriate.
   • For complex or long-running billing issues (multiple years of duplicate charges), the Microsoft Billing team must review the billing profile directly using secure tools. This is done by opening a support ticket (for example, via the Microsoft 365 admin center if using a business subscription) or via consumer support channels.
7. If a product key or account has been compromised
   • If there is evidence that a Microsoft product or account has been compromised or resold without consent, Microsoft provides a reporting channel for theft/fraud cases.

In summary, the practical path is:

1. Use Manage your payments → Investigate to identify all accounts and subscriptions tied to the card.
2. Cancel the unauthorized subscription(s) and request a refund using the subscription refund tool.
3. Keep working with the bank on disputes/chargebacks for past unauthorized charges.
4. Contact Microsoft support (Get Help/Call me back or an admin support ticket) so the Billing team can review and, where appropriate, credit fraudulent charges and confirm that the payment method is no longer in use on any unintended account.

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References:

• How to investigate a billing charge from Microsoft
• I've been charged twice
• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• fraud charges on microsoft account - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• How to resolve being billed on 2 separate charge accounts for the same thing - Microsoft Q&A
• Theft/Fraud Associated with my Office Product Key. - Microsoft Q&A