Microsoft 365: Locked out of Admin Center, cancellation requested before renewal, but billing continues – Case [Moderator note: personal info removed]

Hello Microsoft Support Team,

I am a small business owner in Slovenia, and I am posting here because I have been unable to resolve a serious Microsoft 365 subscription and billing issue for over a month, despite repeated attempts to contact Microsoft Support.

I need this issue escalated to someone who has the authority to resolve it.

1. October 7, 2026 – Loss of administrator access

I lost access to my Microsoft 365 Admin Center following an account configuration issue. I am the sole administrator of my business account and therefore cannot manage or cancel my subscriptions.

I contacted Microsoft Support immediately.

Support case: [Moderator note: personal info removed]

Despite repeated correspondence, the issue has not been resolved.

2. November 4, 2026 – Formal cancellation request BEFORE renewal

On November 4, I explicitly requested the cancellation of ALL my Microsoft 365 subscriptions, in writing and through Microsoft Support chat.

This was BEFORE the scheduled renewal on November 6.

During the support chat, a Microsoft representative confirmed that my cancellation request had been documented but stated that he did not have the necessary permissions to process it.

I have retained the complete chat transcript and email correspondence as evidence.

3. November 7–11, 2026 – Repeated payment attempts

Despite my documented cancellation requests, Microsoft continued attempting to charge my bank card:

• November 7: €88.86
• November 8: €177.58
• November 10: €88.86 (repeated attempt)
• November 11: €177.58 (repeated attempt)

These were four unsuccessful payment attempts relating to two amounts, not four separate invoices.

I have had to take precautions to prevent further card charges and am now seeking assistance from my bank.

4. More than a month without an effective resolution

I have contacted Microsoft repeatedly by email, telephone and support chat.

I have submitted formal complaints and explicitly disputed the charges.

Telephone support repeatedly directs me to automated systems or requires me to sign in to the very administrator account I cannot access.

This creates an impossible situation: Microsoft requires me to access my account to cancel subscriptions, but Microsoft has not restored that access and has not processed my documented cancellation request.

Meanwhile, billing attempts continue.

WHAT I AM REQUESTING

I am not asking for another generic link to the Admin Center or another instruction to contact the same support channels that have already failed.

I am requesting:

1. Immediate escalation to a Microsoft 365 Business Billing representative with the authority to resolve this case.
2. Cancellation of all Microsoft 365 subscriptions, with the cancellation request of November 4, 2026, taken into account before the November 6 renewal.
3. Cancellation or correction of all disputed charges and invoices resulting from the renewal.
4. Confirmation that no further payment attempts will be made in relation to the disputed renewal.
5. Written confirmation of the resolution.

If account ownership verification is required, I am fully willing to complete the appropriate secure verification procedure.

However, I need a specific, actionable escalation route that does not require access to my locked administrator account.

My question to Microsoft:

Who can take ownership of this case and ensure that my documented cancellation request is actually processed?

How can a customer formally cancel a business subscription when the sole administrator is locked out and Microsoft's own support representatives acknowledge the cancellation request but cannot execute it?

I would appreciate a concrete response from someone who can genuinely help resolve this matter.

Thank you.