I need to submit a formal billing complaint about a subscription billed through TELUS since March 2022.

Question

I need to submit a formal billing complaint about a subscription billed through TELUS since March 2022.

FM 0

Hello,

I am contacting Microsoft to request an investigation into a Microsoft OneDrive / Microsoft 365 subscription that appears to have been active since March 1, 2022.

I recently discovered that I have been paying recurring monthly charges for this service through my TELUS phone bill. I was unaware that I had a separate subscription and do not recall knowingly signing up for or authorizing these recurring payments.

The charges have been as follows:

March 1, 2022 – February 28, 2025: $8.00 per month for 36 months, totalling $288.00.

March 1, 2025 onward: $11.50 per month.

Based on charges through October 2026, the estimated total paid is $518.00, before any applicable taxes or additional fees.

I would appreciate your assistance in investigating the following:

What exact Microsoft product or subscription is associated with these charges?

Which Microsoft account and email address is the subscription registered under?

On what date was the subscription originally activated?

How was the subscription purchased or activated?

Was the subscription purchased directly through Microsoft, through TELUS, or through another third-party provider?

Can Microsoft provide any records showing how and when I agreed to the subscription and recurring payments?

Why did the monthly charge increase from $8.00 to $11.50 on March 1, 2025?

I am requesting a review of the subscription and the charges dating back to March 1, 2022. As I was unaware that this recurring subscription was active, I would like to know whether a refund may be available and which company is responsible for processing it.

If Microsoft is not the company responsible for collecting these payments, please confirm this in writing and advise me who I should contact to pursue reimbursement.

I would also appreciate confirmation of the current subscription status and instructions for preventing any further charges, while ensuring that I do not lose access to any OneDrive files or stored information.

Thank you for your assistance. I look forward to receiving a written response and clarification regarding this subscription.

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1 answer

Your answer

Answer 1

Hello FM,

I’m sorry you have been dealing with these unexpected charges for so long.

Because the subscription charges were collected through your TELUS phone bill rather than directly by Microsoft, TELUS is most likely the billing provider. Subscriptions purchased through a third party must be managed through that provider, including cancellation and refund requests.

I recommend contacting TELUS Billing and asking them to:

identify the exact service, account, and activation method connected to the charges;
provide the original authorization or enrollment record;
stop any future recurring charges;
open a formal billing dispute covering the charges from March 2022 onward; and
provide a written case or complaint reference number.

You can also sign in with any Microsoft accounts you may have used and check Services & subscriptions:

https://account.microsoft.com/services

If a subscription appears there, confirm whether it says that billing is managed by TELUS or another provider. Before cancelling anything, make sure your OneDrive files are backed up locally or copied to another location, since the available cloud storage may be reduced when the subscription ends.

For privacy reasons, Microsoft Q&A contributors cannot access billing records, identify the account associated with the phone-bill charges, or process a refund.

I hope TELUS can trace the enrollment and provide you with a written resolution.

Have a nice day.