Refund on double deductions

Karlien Jenkins Rayton Garden Centre 0 Reputation points
2026-11-05T13:45:27.8266667+00:00

Subject: Final Demand for Refund

Dear Microsoft Support,

I am writing to formally demand a refund for two unauthorised charges of R839 each, totalling R1,678, which were deducted from my account during the past week.

I have already made numerous attempts over the last two days to resolve this matter. I have contacted the seller, my bank, and Microsoft support. The seller advised that Microsoft is responsible for issuing the refund, while my bank has directed me back to Microsoft. Despite my efforts, I have received no resolution, reference number, or meaningful assistance.

I request immediate investigation of these duplicate charges and confirmation of when the full refund of R1,678 will be processed.

If this matter is not resolved within 7 days, I will consider escalating the complaint through formal consumer protection and payment dispute channels.

Please acknowledge receipt of this message and provide a written response as soon as possible.

Kind regards,

[moderator's note: PII removed]

Microsoft 365 and Office | Subscription, account, billing | Other | Windows
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  1. Vikki-T 13,480 Reputation points Microsoft External Staff Moderator
    2026-11-06T07:07:44.9433333+00:00

    Hi Karlien Jenkins Rayton Garden Centre,

    I understand why two deductions of R839, especially after several unsuccessful attempts to get assistance, would be concerning.

    Please note that this is a user-to-user support forum. Contributors and moderators cannot access your Microsoft account, verify the transactions, initiate a refund, or confirm when the funds will be returned.

    First, sign in to your Microsoft account and review your https://account.microsoft.com/billing/orders to check whether both charges appear as completed Microsoft purchases. You can also open https://account.microsoft.com/billing/payments and select Investigate to look into an unrecognized charge. Microsoft explains that charges appearing close together are not always duplicate payments, so the order history and bank statement should be compared before cancelling any subscription.

    If both completed charges are listed, or you still cannot identify them, contact Microsoft Support again and select the account or billing option. Provide the dates, amounts, transaction descriptions, and any previous support details privately so the billing team can review the correct transactions. Only Microsoft Support can determine whether the charges qualify for a refund.

    Since you described the charges as unauthorized, you should also contact your bank or payment provider promptly to report them and secure the payment method. Do not post bank statements, full card details, account email addresses, or transaction identifiers publicly in this forum. Thank you so much for your understanding.   

    Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

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  2. AI answer

    2026-11-05T13:46:23.7766667+00:00

    Use Microsoft account → Payment options → Investigate to identify both R839 transactions, then request the refund against the matching order or subscription rather than opening another general support enquiry.

    1. Identify both deductions

    1. Sign in to Manage your payments using the Microsoft account associated with Microsoft 365: https://go.microsoft.com/fwlink/?linkid=2246882
    2. Select Investigate and search for both R839 charges.
    3. Review the account’s order history for two purchases of the same amount close together.
    4. If only one appears, repeat this check for every personal Microsoft account that might use the card, including accounts belonging to family members.

    Microsoft notes that two entries can represent a delayed payment followed by the regular payment, or charges associated with separate Microsoft accounts. The order history and recent bank statements establish whether there were genuinely two payments.^1^

    Also ask the bank whether either entry is merely a pending authorization hold, rather than a completed transaction. Such holds typically clear within three to five business days.^2^

    2. Request the refund

    If the duplicate is tied to a second Microsoft 365 subscription purchased directly from Microsoft:

    1. Open Services & subscriptions under the purchasing account.
    2. Select the duplicate subscription.
    3. Choose Manage → Cancel or Upgrade or Cancel.
    4. Continue through the cancellation page. Microsoft displays whether that subscription qualifies for a refund and provides the next steps.

    Refund eligibility is determined during cancellation; not every cancellation produces a refund.[^3^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft 365")

    Because these deductions occurred during the past week, the published policy may cover the latest recurring charge: Microsoft generally permits a refund of the most recent recurring charge when the subscription is cancelled within 30 days, limited to one refund per Microsoft account and subscription product.[^4^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Microsoft subscription refund policy | Microsoft Support")

    Do not cancel the only valid subscription unless the cancellation page identifies it as the duplicate and shows the intended refund outcome.

    3. Escalate the existing unresolved case

    Since ordinary support contact has already produced no reference number, escalate with a compact evidence package:

    • Screenshots or PDF statement showing both completed R839 deductions
    • Dates, transaction descriptions, and the last four card digits
    • Both Microsoft order numbers, if available
    • The account email used for the purchase
    • A statement that the requested refund is R1,678 for two unauthorized/duplicate charges
    • Dates of previous support contacts and a request for a written case/reference number

    Use Microsoft’s official support page and choose Get Help for an account and billing issue; it can route the request to chat.^5^ If chat does not produce a case number, the same official page lists South African telephone support options. Request transfer to Microsoft Store/Microsoft 365 billing, and do not end the interaction without recording the case number.

    Conditional branches

    • If the payment investigation identifies Apple, Google Play, Amazon, or another retailer as the biller: that retailer must process the refund; Microsoft cannot refund money it did not receive.[^6^](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID] "Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support")
    • If Microsoft Support cannot locate either completed transaction under any account: return to the bank with that result and open a formal card dispute. If the payment details may have been compromised, ask the bank to block or replace the card; disputing charges alone does not prevent further unauthorized deductions.^7^

    Do not post bank statements, full card numbers, account email addresses, or transaction identifiers publicly in Microsoft Q&A.

    References

    1. I've been charged twice | Microsoft Support
    2. How to start shopping with your work account at the Microsoft Store | Microsoft Support
    3. [Microsoft 365](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    4. [Microsoft subscription refund policy | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    5. Contact Microsoft customer support | Microsoft Support
    6. [Manage your Microsoft 365 subscription purchased through a third party | Microsoft Support](https://support.microsoft.com/accounts-billing/subscriptions/[Subscription ID])
    7. How to investigate a billing charge from Microsoft | Microsoft Support
    AI-generated content may be incorrect. Read our transparency notes for more information.

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