I need to cancel recurring charges to and old Discover card for an xbox account I didn't subscribe to.

Question

I have been charged monthly for years for an xbox account that I assume was created by one of my children. They have been out of the house for 12+ years. The charges are on an old Discover which are forwarded to my current Discover. The current charge is $22.99, when I was first being charged is was around $10. I can not do this online because I don't have an expiration date or security number. I was able to talk to Lance on the phone. He was in the process of connecting me to someone who could help, but the line dropped. Now I am blocked by Microsoft phone support. When I call any of the four numbers, I get a message to go to aka.ms/charge. Please help me--this is getting very frustrating.

[Removed PII]

Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data. Since this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas. 

---

Hi Scott Brummett

I’m sorry this has been so frustrating. Since this involves a recurring charge, credit card billing, and possibly an Xbox subscription under another Microsoft account, the Community forum cannot look up, cancel, or refund the charge directly.

Please use Microsoft’s billing investigation page here: How to investigate a billing charge from Microsoft. It's recommended going to the Manage your payments page and selecting Investigate for charges you do not recognize. This can help identify whether the charge is linked to a subscription, a family member’s purchase, or another Microsoft account.

If you can access any possible Microsoft/Xbox accounts used by your children, check Services & subscriptions and Order history for each account. If the subscription is found, you can cancel it or turn off recurring billing from there.

If you cannot identify the account, please contact Microsoft Support through Contact Microsoft Support and provide the charge amount, charge date, and last four digits of the card. Do not post full card details or security codes here.

If you believe the card is being used without permission, also contact your bank/card issuer to block future charges or replace the card if needed

Thank you for your understanding