Urgent Request – Cancellation of Microsoft 365 Charges from an Unknown Account

Question

Urgent Request – Cancellation of Microsoft 365 Charges from an Unknown Account

Ana Godz 0

Dear Microsoft Support Team,

Our company is currently receiving recurring Microsoft 365 charges on our corporate credit card.

I would like to clarify that these charges are NOT related to the Microsoft account I am currently using to contact you. They are associated with another account that we have been unable to identify.

The subscription was originally purchased by a former employee who is no longer with the company. We do not know which email address or account was used, and we do not have access to the login credentials or password.

As the person responsible for our company's financial and administrative operations, I can provide the last four digits of our corporate credit card, along with the transaction dates and amounts, so your billing team can locate and identify the subscription associated with these charges.

We have repeatedly attempted to resolve this issue through Microsoft's official support channels. However, we are constantly redirected to platforms that require access to the original account, which we do not have.

We formally request the following:

Identification of the Microsoft 365 subscription associated with our corporate credit card using the payment information we can provide.

Immediate cancellation of the unidentified subscription and all future recurring charges.

Written confirmation of the cancellation via email.

Review of any charges incurred after our previous cancellation attempts.

We are fully available to provide proof of ownership of the payment method and any additional company information required for verification.

Please do not redirect us to the account we are currently using or ask us to log in to the account associated with the charges, as identifying that unknown account is precisely the assistance we need.

We kindly request that this matter be escalated to a human representative from the Billing Department who can investigate the charges using our credit card information.

Thank you for your assistance. We look forward to resolving this matter as soon as possible.

Best regards,

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Answer 1

Since you posted in English on a Portuguese-language site, I will respond to you in English.

Dear @Ana Godz

I understand that the charges belong to an unknown account created by a former employee, rather than the account you’re using here. I cannot identify or cancel subscriptions through this forum, but I recommend requesting a billing investigation for an inaccessible business subscription.

Use the regional Phone support route in Microsoft 365 Business support⁠. Explain at the start:

Our corporate card is being charged for a Microsoft 365 subscription purchased by a former employee. We cannot identify or access the original account. Please open a billing investigation and advise how we can securely verify payment ownership, identify the subscription, and request cancellation.

Have the following ready to provide privately to the verified support representative:

Exact transaction descriptions, dates, amounts, and currency.
Card’s last four digits and cardholder company name.
Any previous support references and dates of cancellation attempts.
An accessible company email address for correspondence.

Ask for a case number, written confirmation of any cancellation, and a review of the disputed charges. Microsoft must determine the verification requirements and refund eligibility; payment ownership alone does not guarantee disclosure of another account’s details or an immediate cancellation.

If another payment is imminent and support remains inaccessible, contact your corporate card issuer to discuss stopping the recurring payment and disputing applicable charges. Stopping payment does not itself cancel the subscription or any contractual obligations.