Remaining balance on email is different from Order History remaining balance.

Treat the extra $10 as a Microsoft Store billing discrepancy and ask Microsoft Store support to correct or refund it; do not initiate a bank chargeback while you want to retain the game.

Submit the billing discrepancy

1. Open Payment & billing → Order history and select the GTA order.
2. Confirm its status is Completed or Redeemed, then open Order details → Print and save the details as a PDF. Microsoft identifies Order History as the record for reviewing purchases and invoices.^1^
3. Collect:
   • Both confirmation emails showing $24.41 Microsoft balance + $83.83 card.
   • Order History showing $14.41 Microsoft balance + $93.83 card.
   • The card statement showing the posted—not pending—$93.83 charge.
   • The order number, purchase date, and Microsoft account balance history if available.
4. Contact Microsoft Support and categorize the case as Billing → Get help with a recent purchase → Contact Support. Request a billing adjustment or $10 refund to the card, rather than cancellation of the game. The support route is documented under the unexpected-charge process.^2^
5. State the request precisely:

This is an authorized purchase, not fraud. Both Microsoft receipts show $24.41 paid from my Microsoft account balance and $83.83 charged to my card. The finalized Order History instead shows $14.41 and $93.83. Please reconcile the payment ledger and refund the $10 overcharge without cancelling or refunding the game.

Ask for a case number and written confirmation. Since the general investigations have already been completed, request escalation to Microsoft Store billing/order support if the first agent only repeats standard charge-identification steps.

Possible explanation to have support verify

If $10 of the balance came from Microsoft Rewards or another promotion, it may have been promotional balance, which can expire under the promotion’s terms; ordinary non-promotional balance does not expire.^3^ Microsoft also says digital preorders paid partly with Microsoft account money charge that account money immediately, while the backup payment method may be charged closer to release.^4^

That makes an expired $10 promotional component something support should check, but it is not established from the displayed amounts alone, particularly because both receipts represented the full $24.41 as applied. Ask support for:

• The account-balance ledger at preorder placement.
• Whether any $10 portion was promotional.
• Its expiration date.
• Whether $24.41 was actually deducted when the preorder was placed.
• Why the later finalized order differs from both receipts.

Do not use a chargeback as the first remedy

A bank dispute is a chargeback, meaning the underlying payment is reversed. Microsoft directs customers with a game or app purchase issue to Microsoft Support, and warns that misuse of chargebacks can be treated as fraud.^5^ Because the $93.83 transaction purchased the game license, the available documentation does not guarantee that disputing only $10 will leave ownership unaffected.

If Microsoft refuses to correct the charge, obtain its final written response and then ask the card issuer whether it supports a partial billing-error dispute. Before filing, ask explicitly whether it will reverse only $10 or charge back the entire $93.83 transaction. A full reversal could place the purchase or game entitlement at risk.

References

1. View your Microsoft Store order history | Microsoft Support
2. How to investigate a billing charge from Microsoft | Microsoft Support
3. Microsoft gift cards terms and conditions | Microsoft Support
4. Pre-orders for Microsoft Store | Microsoft Support
5. What is a chargeback? | Microsoft Support