Billing issue

Question

My CoPilot app says it is a Personal Plan costing $9.99/month and suggesting that I upgrade to the Premium at $19.99/month. However, my credit card bill shows that I am being charged $21.50 every month. Am I being overcharged for the Personal Plan? Or is my app showing Personal when it really is Premium? I don't think I need Premium. I want a reversal of the charges and reimbursement.

Answer 1

Log into your Microsoft account on this link.

https://account.microsoft.com/services/

What Microsoft 365 subscriptions... etc. do you see listed on your account, is there more than one subscription listed.

Answer 2

The Copilot app’s displayed prices and the amount on the credit card statement can differ due to taxes, currency conversion, or additional Microsoft subscriptions on the same payment method. The app itself cannot confirm whether the subscription is Personal or Premium; the definitive source is the Microsoft account’s Services & subscriptions and Order history.

To verify whether there is overcharging or multiple subscriptions and to request a reversal:

1. Check for duplicate or higher charges
   1. Go to the Microsoft account dashboard and review the order history for the account used with Copilot.
   2. Look for:
      • Multiple charges for the same amount close together (could indicate catch-up payments for a previously failed charge).
      • Separate subscriptions (for example, Microsoft 365 plus Copilot Pro or other services) using the same card.
   3. If multiple accounts in the household use the same credit card, check whether another account has a subscription that explains the extra amount.
2. Investigate unrecognized charges
   1. Open the Manage your payments page from the Microsoft account dashboard.
   2. Select the card being charged and choose “Investigate” to see which account/subscription is generating the $21.50 charge.
   3. Follow the guided troubleshooter to identify whether the charge is from a Microsoft subscription with recurring billing enabled.
3. Confirm and cancel the Copilot Pro subscription if needed
   1. Go to the Subscriptions page of the Microsoft account used to purchase Copilot Pro.
   2. Find the Copilot Pro subscription and select Manage.
   3. Select Cancel and follow the on-screen steps.
   4. If cancellation is within the eligible refund window, a refund is processed according to the Microsoft Store Terms of Sale.
4. Contact Microsoft Billing Support for charge reversal
   1. If the investigation shows that the subscription or plan does not match what is expected, or if there are unexplained extra charges, contact Microsoft Billing Support.
   2. Provide details of the $21.50 monthly charge, the subscription shown in the Copilot app, and any order numbers from the order history.
   3. Request adjustment to the correct plan (if applicable) and reimbursement for any misbilled periods.

If the charge does not appear in any Microsoft account order history, the payment may be associated with another account or could be fraudulent; in that case, continue working with Microsoft Support and, if necessary, the bank or card issuer.

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References:

• How to investigate a billing charge from Microsoft
• I've been charged twice
• Cancel a Copilot Pro subscription
• overcharged for microsoft 365 family classic - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A