How can I reach a PERSON to ask about an unrecognized charge that is not on my billing history

Question

How can I reach a PERSON to ask about an unrecognized charge that is not on my billing history

Hania 25

I have made 40+ phones calls and spent hours online trying to find a HUMAN who can assist me with an unknown charge on my credit card that is NOT on my subscription list or order history. Does anyone have a real phone number for a real person? This customer service is abysmal!!!

I'm just selecting random tags because nothing applies.

Philip Malolos 0 Reputation points

2026-01-31T15:42:12.7+00:00

want to speak to a LIVE person re my problem. Have been on the computer for some time now. Please reply.and send me a phone number I can call. Concern that perhaps credit card has been hackec.

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Philip Malolos 0 Reputation points

2026-01-31T15:42:12.7+00:00

want to speak to a LIVE person re my problem. Have been on the computer for some time now. Please reply.and send me a phone number I can call. Concern that perhaps credit card has been hackec.

Answer 1

Darhyl Amizola 50,155 Independent Advisor

Hey there! Nice to meet you!

Based on your description, the charge may have been active on a different account.

Kindly confirm the transaction details first by signing in to all of your Microsoft accounts in order to locate the charge on account.microsoft.com > Order History > select the date range when you received the charge.

If it doesn't show up, the charge may have been from a family member or a friend who might have your payment card added/linked to their accounts. Please check their accounts' Order History.

You may follow the guide through the official Microsoft website to investigate the charge from Microsoft through this link:

https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you're able to find the transaction and if this an unwanted subscription renewal, you can check if it is eligible for a refund through this link:

https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

You may also try contacting Microsoft Support for further assistance in tracking the transaction:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

If you and the Support Team are unable to find the transaction in all of your accounts, you'll need to contact your financial institution/bank directly to dispute it, and they may process a refund, as this would be considered a fraudulent charge.

You may also need to have your card blocked and request a new one.

Thank you for your kindness and understanding! Please let me know if you need anything else.

Best regards,

Darhyl

Hania 25 Reputation points

2025-09-16T09:08:41.4533333+00:00

This is why your support is so bad and so frustrating.

YOU wrote this:

You may also try contacting Microsoft Support for further assistance in tracking the transaction:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

But when I follow YOUR instructions, and type "Billing Issue" it doesn't lead me to anything to "scroll down" to!! It tells me to rephrase my question!!

Microsoft doesn't even look at its own instructions to know if they work! I used to work in a software company and we tested our instructions over and over to make sure our users would actually see what we told them they were going to see. Microsoft is in complete denial if they think their support is supportive. It's not. Every time I hear on your phone lines how important your customers are to you, I think NOTHING could be further from the truth! The only useful suggestion I have gotten after hours and hours of calling and searching online is that maybe there's old account out there that has my credit card associated with it. And now I will do the legwork myself to see if I can track it down because even though Microsoft has MY credit card information and can easily keep billing to it, they can't provide any assistance whatsoever in figuring out where those charges are coming from.
Don Pollock 0 Reputation points

2025-10-16T17:25:08.68+00:00

What is a phone number for billing
Don Pollock 0 Reputation points

2025-10-16T17:26:10.6633333+00:00

what is the number?
Hania 25 Reputation points

2025-10-21T08:37:18.73+00:00

Hi Don,

I've called so many numbers it's ridiculous. I've dialed numbers I found online, I dialed numbers that the one or two real people I finally got through to gave me (and those didn't even work ... either the number wasn't in service or sounded like they went to fax lines). Most of them just send me to the same set of dead end options. Interestingly, it seems that when I dial some of them they actually recognize that I called recently and they send me DIRECTLY to the dead.

I did somehow manage to reach a support PERSON and I even had a case number assigned and it seemed like I was getting close to getting some information about the charge. I already knew that I should log on with whatever account I could remember there was nothing associated with any of my accounts (or my son's, who is the only other person who knows anything about my stuff). The support person established that the charge is associated with an account I don't remember but he either wouldn't or couldn't tell me what that account was. We determined it was a business charge because the screen shot from my credit card statement has an "E" number associated with it that told them is was a business charge. For a while, I was having somewhat regular and predictable communication with Microsoft (albeit that everyone kept telling me I needed to talk to someone else). I was on the phone with someone who I thought was in billing for 30 minutes and he was transferring me someone he said was actually in billing when the phone line got cut. The next thing I knew, I received an email saying my case was resolved. IT WASN'T RESOLVED! I responded to that email multiple times but once they marked it resolved they never responded again. I tried to navigate my way back to a human and there was no getting through again.

I also know I could dispute the charge with my credit card company, but they won't stop payments from just one biller, they would cancel my credit card outright. Since all my autopayments are associated with that card, the hassle of changing all of those is huge.

But to make a long story way too long, I have given up.

Hania
SANDRA HENSLEY 0 Reputation points

2026-11-06T00:46:23.8866667+00:00

There is noone in my family that has made these charges. I dont want to block my card because I use it for recurring charges. this involves repetitive charges on the same card and on the same days. I wish to speak to someone directly. I am elderly and dont have a good handle on all the processes to request investigation. I want to speak with a person.