i have been overcharged

Question

I wanted the non AI version of office and have been charged incorrectly

Answer 1

I have been charged 3 renewals to my PayPal account. Should be ONE charge of $99.99. Have spent hours trying to correct. Terrible customer service

Answer 2

Hello Vicky Riddett,

Thank you for posting your question in the Microsoft Q&A forum!

I understand that you are having issue with overcharge. I truly understand how you feel. Let me assist you further.

1. To identify the charge

• Sign in to your Microsoft account > Order history: https://account.microsoft.com/billing/orders
• Check Services & subscriptions: https://account.microsoft.com/services
• If you have multiple Microsoft accounts, repeat steps 1–2 for each account (Outlook, Hotmail, Live, Gmail‑based Microsoft accounts).
• If you use Microsoft Family, check if another member made a purchase.

2.For refunding, please contact support for the best assistance:

Once you’ve tried the steps above, you can also reach out directly to the Microsoft Support team. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to https://support.microsoft.com/home/contact
• Search for "Refund Microsoft 365 subscription" in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select Billing> Subscriptions> Charged unexpectedly / Refund
• Look for and select "Chat with a support agent in your web browser". Once connect, explain your situation clearly.

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Please understand that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft staff cannot directly intervene in Microsoft product features or access back‑end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. Still, I will do my best to assist you with everything I can.

To refund and check for refund eligible you can refer to this website, follow the steps instruction:

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

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

Answer 3

Unexpected or higher-than-expected Microsoft 365 subscription charges are handled through Microsoft’s billing tools and support; billing adjustments or refunds cannot be made through the community.

To investigate and correct the charge for the AI version instead of the non‑AI version:

1. Check what was actually billed
   1. Go to the Manage your payments page of the Microsoft account dashboard: https://go.microsoft.com/fwlink/?linkid=2246882
   2. Find the relevant charge and select Investigate to see details and possible causes (for example, subscription type or renewal changes). Learn more.
2. Confirm the subscription and price
   1. Go to Services & subscriptions for the same Microsoft account and verify:
      • Which Microsoft 365 plan is active (for example, Family, Personal, or a plan that now includes Copilot/AI features).
      • The renewal price and billing frequency.
   2. If there are multiple subscriptions or accounts using the same card, check for duplicate or unintended subscriptions.
3. Request a refund or price correction (if eligible)
   1. Review how to get a refund on a Microsoft subscription and follow the steps there to see if the charge is refundable: https://support.microsoft.com/en-us/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472
   2. If self‑service refund is not offered or does not resolve the issue, contact Microsoft Billing Support:
      • Go to https://support.microsoft.com/contactus/
      • Sign in with the account that was charged.
      • Choose Products and services (or Microsoft 365 & Office) and follow the prompts.
      • Select a support option such as Chat with a support agent in your web browser or Call me back.
      • Explain that the AI version was billed instead of the non‑AI version and request an adjustment or refund of the difference.
4. If charged twice or for multiple plans
   • If there are two similar charges (for example, classic and AI/updated plan), use the Investigate option on Manage your payments to see if another account or family member is using the same card, and cancel any unwanted subscription.

Only Microsoft Billing Support can review the account details and process any refund or plan correction.

---

References:

• How to investigate a billing charge from Microsoft
• overcharged for microsoft 365 family classic - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Request refund - Microsoft Q&A
• I've been charged twice
• Frequently asked questions about Copilot in Microsoft 365 subscriptions