Monthly Microsoft 365 Family Charge Not Linked to My Account – Assistance & Refund Requested

Question

Monthly Microsoft 365 Family Charge Not Linked to My Account – Assistance & Refund Requested

Christann Hartley 0

I am a current Microsoft 365 Personal subscriber (annual plan paid through PayPal under [Moderator Note: Personal Info Removed] @gmail.com). However, my American Express card has been charged $12.99/month for Microsoft 365 Family.

The charge descriptor on my AmEx statement is: “microsoft.com/en-us/store/b/home”

I have checked all of my Microsoft accounts:

[Moderator Note: Personal Info Removed] @gmail.com – shows only my active annual Microsoft 365 Personal subscription

[Moderator Note: Personal Info Removed] @hotmail.com – no Family subscription

[Moderator Note: Personal Info Removed] @gmail.com – no active Microsoft account

The credit‑card investigation tool indicates the charge is tied to [Moderator Note: Personal Info Removed] @gmail.com, but the Family subscription does not appear under that login.

This suggests the monthly Family subscription is linked to an older or secondary Microsoft identity associated with my Gmail address. I am unable to access or cancel it because it does not appear under any of my accounts.

Request: Please identify the Microsoft account that is billing the $12.99/month Family subscription and cancel it. Since I am already paying for Microsoft 365 Personal annually, I respectfully request a refund for the Family charges that were billed in error.

Thank you for your assistance.

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Answer 1

Please note that our forum is a public platform, and we will modify your question to hide your personal information in the description. Kindly ensure that you hide any personal or organizational information the next time you post an error or other details to protect personal data.

Hello Christann Hartley

I understand your concern, especially since you already have an annual Microsoft 365 Personal subscription and cannot locate the additional monthly Microsoft 365 Family subscription.

Because this is only a community forum, so we cannot access Microsoft accounts, identify which account owns a charge, cancel subscriptions, or process refunds. Since you have already checked your accounts and used the charge investigation tool, please contact Microsoft Support for further assistance:

Please note that this is a user-to-user support forum. Moderators and contributors, including external Microsoft employees, are not allowed to directly interfere with Microsoft product features or access back-end systems. Our role is limited solely to providing technical guidance on reported incidents, requests, or ideas.

Open a website link - Contact - Microsoft Support
In the box below "We're here to help", type Microsoft 365, click "Get Help", and then click "Contact Support" below.
In this section, you will need to sign in to your Microsoft account.
Select "Microsoft 365 and Office" under Products & Services, select "Technical Support" as the category, and click to confirm
You can select " Chat with a support agent in your web browser " to access the chat window.

When contact provide support agent with the $12.99 charge dates, the last four digits of the American Express card, and the result from the charge investigation tool. The agent can securely investigate the billing record, stop recurring billing, and review whether the charges qualify for a refund.

You can also review Microsoft’s official guidance for investigating an unfamiliar Microsoft charge and the Microsoft subscription refund policy.

Refund eligibility is determined during the cancellation process and depends on the purchase circumstances and applicable regional policy.

I hope Support can identify and resolve the additional subscription promptly.

Have a nice day