Bank account charge

Hello Alison Stark,

I understand that you are having issue with unrecognized charge. I truly understand how you feel. Let me assist you further.

1. To identify the charge

• Sign in to your Microsoft account > Order history: https://account.microsoft.com/billing/orders
• Check Services & subscriptions: https://account.microsoft.com/services
• If you have multiple Microsoft accounts, repeat steps 1–2 for each account (Outlook, Hotmail, Live, Gmail‑based Microsoft accounts).
• If you use Microsoft Family, check if another member made a purchase.

2.For further assistance, please contact support:

Once you’ve tried the steps above, you can also reach out directly to the Microsoft Support team. It may offer live chat and, depending on your subscription/region, an option to request a callback:

• Go to https://support.microsoft.com/home/contact
• Search for "Refund Microsoft 365 subscription" in the search box.    
• Click "Get Help", then scroll to the bottom and select "Contact Support”.
• When prompted to select Products & Services, select Billing> Subscriptions> Charged unexpectedly / Refund
• Look for and select "Chat with a support agent in your web browser". Once connect, explain your situation clearly.

Please note that the chat support team only works during certain working hours. Therefore, if the last window indicates that you are unavailable, try opening it again the next day. If you prefer phone support, you can leave a phone number. That way, they can call you and help you.

Please understand that this is a user‑to‑user support forum. Moderators, contributors, and external Microsoft staff cannot directly intervene in Microsoft product features or access back‑end systems. Our role is limited to providing technical guidance on reported issues, requests, or ideas. Still, I will do my best to assist you with everything I can.

To refund and check for refund eligible you can refer to this website, follow the steps instruction:

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

I hope this will help with your situation. Please feel free to reach back if you have further update or more questions.

Best Regards,

The extra £6.64 charge is most likely from a different Microsoft transaction (for example, another subscription, an in‑app purchase, or a purchase made by someone else using the same card) that is not tied to the Microsoft account currently being checked.

To identify exactly what this charge is for, use the official Microsoft billing tools rather than only the Services & subscriptions page:

1. Go to the Manage your payments page of the Microsoft account dashboard and use the built‑in investigation tool:
   • Sign in to the Microsoft account that owns the business payment card.
   • Open the Manage your payments page (from the context: Manage your payments link).
   • Select the Investigate option for the unrecognized charge and follow the prompts. This tool is specifically designed to resolve “no invoice / not in my account” charges and will walk through common causes such as:
     • A different Microsoft subscription with recurring billing enabled.
     • A purchase made by another person in the organization or family using the same card.
     • A previously declined charge that was retried.
     • An in‑app or game purchase.
2. Check whether the charge is tied to a different Microsoft account:
   • If the business uses multiple Microsoft accounts, sign out and repeat the above steps for each possible account that might have been used with that bank card.
3. If the charge still cannot be identified:
   • Use the same Manage your payments → Investigate flow to confirm it is not associated with any Microsoft account.
   • If nothing is found, treat it as a potentially fraudulent or misapplied charge and contact the bank to dispute it, as suggested in similar billing‑issue guidance in the context.
4. Once the source subscription or order is identified:
   • If it is a recurring subscription that is not needed, follow the cancellation and refund guidance referenced from the investigation article (for example, “How to get a refund on a Microsoft subscription”).

For ongoing accounting and invoicing:

• Use the Order history page to obtain invoices for all completed Microsoft charges that are tied to the account:
  1. Sign in at the order history page (account.microsoft.com/billing/orders from the context).
  2. Select Payment & billing > Order history and refine by date.
  3. Look for entries with status Completed or Redeemed that match the bank charges.
  4. Open Order details for each and use Print to generate an invoice copy for business records.

If the charge does not appear in any Microsoft order history or in the Manage your payments investigation, it is not associated with the visible Microsoft accounts and must be handled with the bank as an unrecognized or fraudulent transaction.

References:

• How to investigate a billing charge from Microsoft
• View your Microsoft Store order history
• Unable to cancel your Microsoft subscription
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A