billing issue

Question

Hello and good morning, I got an email yesterday evening stating that my subscription had gone through for the microsoft 360. It was not suppose to go through because i had turned off the auto pay but when i check it last night it was still on, I need the charge to be reversed please.

Please get back with me about this matter, I tried calling but i can not speak with anyone it just hangs up on me

thank you Michelle olguin

Answer 1

You can cancel the subscription using the steps provided on this link and while there, disable recurring billing on the subscription to ensure no further payments are taken from your account.

https://support.microsoft.com/en-us/accounts-billing/subscriptions/cancel-a-microsoft-365-subscription

Then you can use the steps on this link to check your eligibility for a refund.

https://support.microsoft.com/en-us/accounts-billing/subscriptions/how-to-get-a-refund-on-a-microsoft-subscription

If you experience any problems with that process, this forum is just a user to user forum, no-one here has any account access, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

Answer 2

To get the charge reversed, the subscription must first be identified and then checked for refund eligibility.

1. Investigate which subscription was charged
   • Go to the Manage your payments page of the Microsoft account dashboard.
   • Locate the unexpected Microsoft 365/Microsoft 360 charge and select Investigate to see which subscription and account it belongs to and whether recurring billing was enabled.
   • If there is more than one Microsoft account or payment card, repeat this check for each, as duplicate or forgotten subscriptions are common.
2. Confirm and cancel the subscription (if still active)
   • Sign in to https://account.microsoft.com/services with the Microsoft account that shows the charge.
   • Under Services & subscriptions, find the Microsoft 365 subscription.
   • If recurring billing is on, turn it off or cancel the subscription following the on‑screen steps. If the subscription was purchased through a third party (Apple, Google Play, Amazon, Best Buy, etc.), Microsoft cannot cancel it; cancellation and refunds must be handled directly with that retailer.
3. Request a refund for the charge
   • After cancellation, check refund eligibility using the guidance in How to get a refund on a Microsoft subscription. Not all cancellations result in a refund, but the article walks through the self‑help tool for Microsoft 365 subscriptions and the applicable rules.
   • If the charge is unrecognized or appears to be a duplicate, use the investigation flow first, then follow the refund steps from the same article.
4. If self‑service does not resolve it, contact Microsoft Support
   • Use the Contact Microsoft Support flow described in the references to reach billing support (chat or call‑back) for Microsoft 365 & Office → Manage my subscription / Billing and payment updates.
   • Provide the date, amount, and last four digits of the card used so support can locate the transaction and process a refund if eligible.

If the subscription was purchased through a third‑party store (Apple App Store, Google Play, Amazon, Best Buy, etc.), Microsoft cannot reverse the charge; contact that retailer’s billing support and follow their refund policy.

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References:

• How to investigate a billing charge from Microsoft
• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Manage your Microsoft 365 subscription purchased through a third party
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• refund please - Microsoft Q&A
• Double Billing for Microsoft Services - Microsoft Q&A