The support service was misleading

Question

The support service was misleading

Oleksandr 0

I had a Family tariff, which I paid for a year in advance. I needed to increase the tariff to Premium for one month. The AI support service came up with options on how to do it, and then said that I could change the tariff here and now and the system would transfer the balance on the current subscription, reducing the validity period of the current simpler subscription. But in fact, I was transferred to a more expensive tariff and also canceled the monthly subscription for the more expensive tariff. It is impossible to contact the operator. It sends me to the website to write letters to the support service. How can I contact a person to figure out how the transition between tariffs really works, so that there are no hallucinations of the AI agent?

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2 answers

Your answer

Answer 1

UPDATED

After two hours of communication, I got my Family subscription back + 1 month free. Although at first it was "we are very sorry".

For other users, the conclusions after trying to understand what is happening:

The AI agent is hallucinating, and it is impossible to complain about the quality of its work.
Microsoft is not responsible for the AI agent's hallucinations. They simply "feel sorry".
When switching from an annual Family subscription to a monthly Premium subscription, you will lose the balance of the family subscription (in my case, it is almost 3 months) and you will also lose 1 month of the Premium subscription when you try to cancel the automatic renewal of Premium. That is, I now have no Microsoft products subscription at all (for the first time since 2019) and the support service assures that it is unclear how the calculated amount of the refund should be received in my bank account.

Be careful!!!

Answer 2

DaveM121 917.3K Independent Advisor

The process to switch from one Microsoft 365 subscription to another subscription is provided on the link below, in your case, if you switch from Microsoft 365 Family to the Premium version, that is explained in the 'Switch to a version with more features' on this link, you would be charged for a new subscription, and the remining time on the existing subscription is converted to the new subscription, on a pro-rata percentage basis (in this case 78%).

https://support.microsoft.com/en-us/accounts-billing/subscriptions/switch-between-microsoft-365-subscriptions

DaveM121 917.3K Reputation points Independent Advisor

2026-08-03T14:16:07.1533333+00:00

Just checking in with you, did you check the expiry date on your subscription to check if that now indicates the old and new subscriptions have been merged.
Oleksandr 0 Reputation points

2026-08-03T14:21:34.7566667+00:00
Thank you for the reply!

During the consultation, I wasn't given the link you provided. Nor was I warned that the cost of a monthly subscription would be charged to me.

I have now cancelled the automatic subscription renewal because I’m not sure I won’t be charged again. Afterward, I received a notification in my Microsoft account stating that I had been refunded, minus the cost for the days I used the Premium plan. In other words, the interface indicated I was cancelling automatic payments, but in reality, my subscription was cancelled—even though, as you can see, that wasn't what I had requested. A separate question is: where is the money? It hasn't appeared on my bank card.

I want to switch back to the old Family plan, which I paid for through the end of October 2026, but I don't see any options to do so right now. How do I do this???
DaveM121 917.3K Reputation points Independent Advisor

2026-08-03T14:23:52.32+00:00

Thank you for that information.

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
Oleksandr 0 Reputation points

2026-08-03T14:26:41.5766667+00:00
Just checking in with you, did you check the expiry date on your subscription to check if that now indicates the old and new subscriptions have been merged.

I don't see any mention of merging plans or switching. There is only a mention of paying for the premium plan for a month. That’s it.

When the "Renew subscription" offer appears, I am asked to pay the full amount for the Family plan, instead of restoring the plan I had already paid for through the end of October 2026.
DaveM121 917.3K Reputation points Independent Advisor

2026-08-03T14:28:52.62+00:00

Thank you for that information, you will need to use the steps I provided above to contact Microsoft Support directly.