Charged twice

Question

I was charged twice on two different credit cards and need to have one credited.

I can give the last four digits of each card, but to make it simple, one is a Visa and the other a Discover.

Please credit the Discover card, I am going to send in a dispute for I did not authorize that card to be used this year.

We have this trouble every year and it has to stop!

Answer 1

Hi,

I understand how frustrating this must be, especially since you’ve experienced it more than once.

Since this involves billing and card details, it’s important to know that no one here in the public forum can access or process refunds directly. As I am merely a fellow user trying to provide insight and information that may be helpful to others.

Sign in to all Microsoft accounts you may have used and review your active subscriptions here:

https://account.microsoft.com/services

Sometimes duplicate charges happen when the subscription is tied to different Microsoft accounts or when there are multiple active subscriptions, such as one on each card.

If you confirm that one of the charges is not needed:

• Go to Services & Subscriptions
• Select the subscription
• Click Manage > Cancel
• Follow the prompts to request a refund

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If it doesn’t work or you need further assistance, for your security and privacy, I recommend contacting Microsoft Billing Support directly, as this request involves personal or sensitive information that should not be shared in a public forum.

Click this link: https://support.microsoft.com/contactus/

Sign in to your Microsoft account.

Select Microsoft 365 > Click 'Get home support'.

Type "Chat with an agent" from the text field and press Enter.

Click "Contact support" at the bottom.

Select the product you need help with.

Follow the prompts to connect with a live agent or request a call back.

Answer 2

Billing adjustments and credits cannot be processed through the community or documentation; they must be handled by Microsoft Billing Support or by the card issuer.

To resolve being charged twice on two different cards for Microsoft 365:

1. Investigate the Microsoft charges
   • Go to the Manage your payments page of the Microsoft account dashboard and select "Investigate" for the unrecognized or duplicate charge. Learn more.
   • Common causes include: recurring billing on a Microsoft subscription, a family member using the card, a previously declined charge being retried, or in-app purchases.
2. Contact Microsoft Support about the duplicate subscription/charge
   • Use the guidance from similar cases:
     • Go to the Microsoft Support contact page.
     • Sign in with the Microsoft account tied to the subscription.
     • Select Microsoft 365 / Microsoft 365 & Office.
     • Choose a billing-related category such as Billing and Payment updates or Manage my subscription.
     • Choose Chat with a support agent in your web browser (or request a call) and provide:
       • Date and amount of each charge.
       • Last four digits and type of each card (Visa and Discover).
       • That only one subscription is intended and that the Discover charge was not authorized this year.
   • The Billing team can:
     • Confirm which account/subscription each charge belongs to.
     • Cancel any duplicate/incorrect subscription if applicable.
     • Check whether the Discover charge is eligible for a refund.
3. If Microsoft cannot locate or correct the Discover charge
   • If the charge cannot be found under any Microsoft account or is confirmed as unauthorized, contact the Discover card issuer and file a dispute/chargeback.
   • A chargeback is when the bank or card company reverses a payment that was made without consent. Repeated misuse of chargebacks can be considered fraud, so use this only when the charge is truly unauthorized.
4. If this happens every year
   • Ask Microsoft Support to:
     • Verify there is only one active Microsoft 365 subscription.
     • Turn off recurring billing on any subscription that should not renew.
   • If a card has been compromised or used without consent, the bank may recommend blocking the card and issuing a new one.

For any charge that is clearly fraudulent and not recognized on the Microsoft account, the card issuer (Visa or Discover) can also initiate a dispute on the cardholder’s behalf.

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References:

• How to investigate a billing charge from Microsoft
• What is a chargeback?
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• Can I speak to someone? -- Billing issues - 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
• i have been charged twice - Microsoft Q&A