Issues with old accounts and unknown reoccurring charges

1

This forum is just a user to user forum, no-one here has any account access, using any Microsoft account you may have, try using the steps they provide on this link to find out what the payment are for.

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

Then use the steps they provide on this link to cancel whatever the payment are for and get a refund (if applicable).

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

2

If you are still unable to resolve the payments problem, you will need to contact Microsoft Support directly, try using this method to contact their support.

Go to this link: https://support.microsoft.com/contactus

Select Microsoft 365

Click 'Get Home Support'.

In the box provided, type billing.

Press Enter, then on the next page, scroll down and click 'Sign in to Contact Support'.

Navigate to Microsoft 365 and Office - Manage my Subscription.

Select the 'Chat with support agent in web browser' option

To resolve unknown recurring charges and get help cleaning up old Microsoft accounts, follow these steps:

1. Investigate the recurring charges
   1. Go to the Manage your payments page of the Microsoft account dashboard: Manage your payments.
   2. Sign in with each of the email addresses used for old accounts (for example, the bigpond.net.au and outlook.com.au addresses, if still active).
   3. For any charge that is not recognized, select Investigate next to the transaction. This will walk through common causes such as:
      • A Microsoft subscription with recurring billing enabled.
      • Purchases made by a family member using the card.
      • Previously declined charges that were later processed.
      • Pre-orders or split orders that have now shipped.
      • In-app purchases from apps or games.
   4. If needed, use the billing charge troubleshooter: Start.
2. Check and cancel subscriptions or turn off recurring billing
   1. Sign in to the Services and subscriptions section of the Microsoft account that shows the charges.
   2. For each subscription that is no longer needed:
      • Use Cancel subscription or Turn off recurring billing (if available) from the subscription options.
   3. If the option to cancel or turn off recurring billing is missing, follow these checks:
      • Confirm which provider the subscription came from (Microsoft directly vs. a third-party like Amazon, Best Buy, Google Play, or Apple App Store). If purchased from a third party, contact that retailer or store to manage billing.
      • Make sure the correct Microsoft personal account is being used (the same one that originally purchased the subscription).
      • Check the billing cycle; if it shows Turn on recurring billing, the subscription will expire on the listed date and no further action is needed.
      • Ensure the payment card is valid and that no overdue balance exists; overdue balances can block cancellation.
3. Request help from a live Microsoft support agent
   1. Go to the Microsoft support contact page: Get help with your Microsoft account.
   2. Use the I need to talk to a customer support agent option (or similar) to open Get help.
   3. Sign in with the Microsoft account that has the billing issue.
   4. Choose the product category such as Microsoft 365 & Office or Billing.
   5. Select a topic like Manage my subscription or Billing and Payment updates.
   6. Choose Contact support, then select Chat with a support agent in your web browser or Call me back.
   7. Provide details about:
      • The unknown recurring charges.
      • The old accounts that may need to be closed or cleaned up.
4. If charges appear fraudulent
   1. Use the Get help / Call me back option as above and explain that the charges are not authorized.
   2. The support agent can review eligibility for refunds or credits and may ask to confirm that payment options have been removed and passwords updated.
5. If purchased via Microsoft Store
   • For help with purchases (including billing questions) made through Microsoft Store, use the Get help button on the Microsoft Store support page: Help with Microsoft Store purchases. This can connect to self-help or a support agent, including a call-back.

These steps allow investigation of recurring charges, cancellation of unwanted subscriptions, and connection with a live Microsoft support agent to address old accounts and billing issues.

References:

• How to investigate a billing charge from Microsoft
• Get help with your Microsoft account
• Unable to cancel your Microsoft subscription
• Help with Microsoft Store purchases
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• fraud charges on microsoft account - Microsoft Q&A
• How do I get a live person at Microsoft.? - Microsoft Q&A
• Request a refund - Microsoft Q&A