We were Charged $9.99 Monthly for a Hacked Microsoft Account. You Used a hacked Visa debit card that was closed by Our Bank and got paid.

Question

Our Microsoft Family Account was Hacked on the Dark Web in 2021. We were unable to use Microsoft 365 Family Classic, since we were hacked. I have partially recovered this account Today. However, we were and still are being charged $9.99 every month.

The Hacked Visa Card is on the reoccurring billing system. I don't understand! How are Monies coming out of our checking account, when this card has been suspended and replaced by our bank? You are getting paid from us with a Hacked Visa Card.

I am asking for a total refund of four years of sporadic Service, that the Dark Web Hackers Caused.

Our security protection is and has been Microsoft Defender. In fact, the alert came from this service.

To sum up Our issues. 1. You charged Our visa debit card that was no longer in use and got paid $9.99 Monthly from our bank account for Four plus years. Is this not Fraud!

2. The few times we use this Microsoft Family Account; it had poor service and a lot of issues. These issues got worse when we updated to Windows 11. This may have led to us being Hacked on the Dark Web. I Just had a brand-new hard drive with Windows 11 installed on the PC. This costed us hundreds of dollars.

Please contact me on Monday April 4, 2026, to resolve this situation.

Sincere Regards,

MHS and FS

Answer 1

Unexpected or fraudulent-looking Microsoft 365 subscription charges and hacked-card concerns must be handled through the official billing and fraud channels; community forums and this service cannot access or change accounts, cancel subscriptions, or issue refunds.

To move this forward, use these steps:

1. Investigate the Microsoft charges
   1. Go to the Manage your payments page of the Microsoft account dashboard: https://go.microsoft.com/fwlink/?linkid=2246882.
   2. Locate the unrecognized $9.99 charges and select Investigate for each. This workflow helps identify whether:
      • A Microsoft 365 subscription has recurring billing enabled.
      • A family member or someone else used the card.
      • A previously declined charge was later processed.
      • The charge is tied to a subscription, in-app purchase, or other Microsoft service.
   3. Follow the on-screen guidance in the troubleshooter to understand why the charge occurred. You can also start from the billing-charge troubleshooter: https://go.microsoft.com/fwlink/?linkid=2168473.
2. Check why charges continued after cancellation or card replacement
   1. Go to Subscriptions: https://account.microsoft.com/services and check:
      • Whether Microsoft 365 Family (or any other subscription) still shows as Active with Recurring billing turned on.
      • The end date of the subscription. If cancellation occurred less than two days before a billing date, one more charge can still appear.
   2. Confirm that the correct Microsoft account is being checked. If multiple accounts exist, sign in to each and review Services & subscriptions and Payments.
3. Request a refund for the subscription charges
   1. After identifying the subscription and charges, review refund eligibility using the Microsoft subscription refund process: https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472.
   2. Submit a refund request for the relevant billing periods. The refund tool and support agents will determine what can be refunded based on policy and account history.
4. Escalate billing/fraud issues with Microsoft Support
   1. If the online tools do not resolve the issue, contact Microsoft Support for billing:
      • Go to https://support.microsoft.com/home/contact.
      • Enter a brief description such as Billing issue – unauthorized Microsoft 365 charges.
      • Select Get Help, then sign in and choose the Microsoft 365/Office billing path.
      • Use Chat or Call me back to speak with an agent.
   2. Explain:
      • The account was compromised.
      • The card was replaced by the bank.
      • Charges continued, and Microsoft Defender alerted to compromise.
      • Request investigation of the subscription history and a refund for the disputed period.
5. Work with the bank/card issuer on the hacked card
   1. Review bank and card statements for the entire period since the known compromise and note all suspicious Microsoft charges.
   2. Contact the bank or card issuer’s fraud department to:
      • Confirm when the old card was actually closed.
      • Dispute any charges they classify as unauthorized.
      • Ensure the compromised card is fully blocked and replaced.
   3. Banks and card companies have established procedures to challenge suspicious charges, cancel compromised cards, and issue replacements.
6. Protect the Microsoft account and devices going forward
   1. If scammers or attackers had access to the device or account:
      • Uninstall any applications they asked to install.
      • Consider resetting the device using Windows recovery options if persistent issues or fake messages appear.
      • Run a full scan with Windows Security (Microsoft Defender) to remove malware.
      • Apply all Windows security updates.
      • Change passwords for the Microsoft account and any other accounts that may have been reused.
   2. For additional protection against identity theft and credit misuse, set up Microsoft Defender’s identity theft monitoring (where available) to watch for unexpected credit activity.
7. If charges cannot be matched to any Microsoft account
   • If neither Microsoft Support nor the self-service tools can find the charges under any Microsoft account, treat them as potential fraudulent card transactions.
   • In that case, the bank/financial institution remains the primary channel to dispute and recover funds, and they may recommend blocking the card and issuing a new one.

These steps combine: identifying the exact source of the recurring $9.99 charge, stopping further billing, requesting refunds where policy allows, and coordinating with the bank and Microsoft Support on any fraud-related aspects.

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References:

• Unable to cancel your Microsoft subscription
• How to investigate a billing charge from Microsoft
• What to do if your credit or debit card info is stolen
• Protect yourself from tech support scams
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• fraud charges on microsoft account - Microsoft Q&A
• I think I'm being scammed, but I want to make sure. (Though I may be in the wrong place.) - Microsoft Q&A
• Theft/Fraud Associated with my Office Product Key. - Microsoft Q&A