Refund promised but not paid

Question

Refund promised but not paid

Pete Moore 15

I received an email on 26th November 2025 promising a $40 refund on my office 365 home subscription (following the ACCC ruling). To date, no refund has been paid and I cannot find a way to contact Microsoft. Anybody else had this problem?

Izzy W 20 Reputation points

2026-01-05T09:46:50.9366667+00:00

I totally empathise. I have been in contact three times and still chasing my refund of $50 with each contact giving a different excuse and broken promise of resolution. The latest is we are supposed to be receiving an e-gift card but the card issuer has advised they have not received my details from Microsoft. I have now referred a complaint back to the ACCC.
Diane Compton 10 Reputation points

2026-01-08T04:19:01.19+00:00

I have had the same issue. The email from them 26Nov25 said the $50 refund would be in my account soon. I am still waiting. Have lodged several complaints with them, impossible to speak to anyone who has any authority. I have lodged a complaint with the ACCC and also been promised a gift card if the refund continues to fail to go through. Ridiculous! Microsoft is a huge global company that is obviously avoiding refunding customers it overcharged.
James Reid 5 Reputation points

2026-01-08T05:17:13.03+00:00

I have just had a session with a support chat and they gave a phone number which was wiped out before I could click on it or record it by the feedback form!!!

I am seriously thinking of converting all my computers to Linux and open source. I support a lot of folks (mostly pro-bono) with their computers and phones and think I will start to recommend a move for those folks to alternative platforms. For Microsoft to force their version of AI on to their users without warning or consultation is unconscionable. I will also be reporting this to the ACCC.
Xavier-D 5,400 Reputation points Microsoft External Staff Moderator

2026-01-09T12:44:12.8933333+00:00

Hello Izzy W, Diane Compton, James Reid,

Thank you for reaching out to Microsoft Q&A forum

I'm sorry to hear that no refund has been issue to your account

Microsoft has acknowledged the issue with the refunds in Australia, and they’re currently processing the affected cases one by one. Even if you received the confirmation email on 26 November like the original poster, it may still take some extra time to appear on your card.

It’s definitely frustrating, but at the moment the best thing to do is to be patience and give them a little more time while they work through the backlog.

If you have other issues or question, feel free seeking help from Microsoft Q&A forum. Have a nice day.
John Forrest 10 Reputation points

2026-01-12T08:16:30.6233333+00:00

As with others here, I was advised by Microsoft on 27 November 2024 that my $50 refund had "been processed." I note that they did not say it had "been paid." I contacted Microsoft Support on 14th, 23rd and 29th December, and 2nd January and, on each occasion, I was given a different reason for non-payment, a different update on payment status, and a different intended action by Microsoft to ensure that the promised refund would be promptly paid. Another ten days have passed since then, with no payment and no contact from them advising when I might see the money Microsoft took from me (using deceptive means to do so). On 23rd December I was promised that I would receive an email within 14 hours (i.e. by 10.25pm that day). Still waiting! It is my intention to take the matter back to the ACCC, in the hope that they can use my evidence to further bolster their case against Microsoft's conduct.
Diane Compton 10 Reputation points

2026-01-15T01:18:29.6266667+00:00

I contacted the ACCC and they advised me to contact the NSW Department of Fair Trading, which I intend to do. It’s absolutely ridiculous that a global company such as Microsoft cannot do the right and legal thing to reimburse customers who they have illegally overcharged.
Pete Moore 15 Reputation points

2026-01-15T01:23:40.47+00:00

During one conversation with MS support the agent apologised for 'the inconvenience'. I said it wasn't inconvenience, it was fraud. They terminated the call shortly afterwards.
Izzy W 20 Reputation points

2026-01-15T03:40:05.9766667+00:00

Yes here we all are months later and after multiple attempts to resolve the issue of our promised refunds. I was reissued another email advising the back of office technicality was fixed and I would be paid within 5-7 business days. Tomorrow will be the seventh day and I am not holding my breath. I have lodged a complaint with ACCC and also lodged a complaint with Microsoft against their code of conduct which they rejected, arguing there was no breach. My state department of Consumer Affairs referred me to the ACCC. So round and round in circles we go. Might be time as a collective we approach a news or current affairs program to champion the cause?
Stephanie Stathopoulos 0 Reputation points

2026-03-12T22:18:57.21+00:00

Sounds like it’s happening across the board. I have contacted them four times since November, each time being reassured that the refund was on its way or to wait a few more days. Once they even told me a gift voucher would be emailed to me instead of the refund. Like a lot of us here I’ve also now been in contact with the ACCC.

2 answers

Your answer

Izzy W 20 Reputation points

2026-01-05T09:46:50.9366667+00:00

I totally empathise. I have been in contact three times and still chasing my refund of $50 with each contact giving a different excuse and broken promise of resolution. The latest is we are supposed to be receiving an e-gift card but the card issuer has advised they have not received my details from Microsoft. I have now referred a complaint back to the ACCC.
Diane Compton 10 Reputation points

2026-01-08T04:19:01.19+00:00

I have had the same issue. The email from them 26Nov25 said the $50 refund would be in my account soon. I am still waiting. Have lodged several complaints with them, impossible to speak to anyone who has any authority. I have lodged a complaint with the ACCC and also been promised a gift card if the refund continues to fail to go through. Ridiculous! Microsoft is a huge global company that is obviously avoiding refunding customers it overcharged.
James Reid 5 Reputation points

2026-01-08T05:17:13.03+00:00

I have just had a session with a support chat and they gave a phone number which was wiped out before I could click on it or record it by the feedback form!!!

I am seriously thinking of converting all my computers to Linux and open source. I support a lot of folks (mostly pro-bono) with their computers and phones and think I will start to recommend a move for those folks to alternative platforms. For Microsoft to force their version of AI on to their users without warning or consultation is unconscionable. I will also be reporting this to the ACCC.
Xavier-D 5,400 Reputation points Microsoft External Staff Moderator

2026-01-09T12:44:12.8933333+00:00

Hello Izzy W, Diane Compton, James Reid,

Thank you for reaching out to Microsoft Q&A forum

I'm sorry to hear that no refund has been issue to your account

Microsoft has acknowledged the issue with the refunds in Australia, and they’re currently processing the affected cases one by one. Even if you received the confirmation email on 26 November like the original poster, it may still take some extra time to appear on your card.

It’s definitely frustrating, but at the moment the best thing to do is to be patience and give them a little more time while they work through the backlog.

If you have other issues or question, feel free seeking help from Microsoft Q&A forum. Have a nice day.
John Forrest 10 Reputation points

2026-01-12T08:16:30.6233333+00:00

As with others here, I was advised by Microsoft on 27 November 2024 that my $50 refund had "been processed." I note that they did not say it had "been paid." I contacted Microsoft Support on 14th, 23rd and 29th December, and 2nd January and, on each occasion, I was given a different reason for non-payment, a different update on payment status, and a different intended action by Microsoft to ensure that the promised refund would be promptly paid. Another ten days have passed since then, with no payment and no contact from them advising when I might see the money Microsoft took from me (using deceptive means to do so). On 23rd December I was promised that I would receive an email within 14 hours (i.e. by 10.25pm that day). Still waiting! It is my intention to take the matter back to the ACCC, in the hope that they can use my evidence to further bolster their case against Microsoft's conduct.
Diane Compton 10 Reputation points

2026-01-15T01:18:29.6266667+00:00

I contacted the ACCC and they advised me to contact the NSW Department of Fair Trading, which I intend to do. It’s absolutely ridiculous that a global company such as Microsoft cannot do the right and legal thing to reimburse customers who they have illegally overcharged.
Pete Moore 15 Reputation points

2026-01-15T01:23:40.47+00:00

During one conversation with MS support the agent apologised for 'the inconvenience'. I said it wasn't inconvenience, it was fraud. They terminated the call shortly afterwards.
Izzy W 20 Reputation points

2026-01-15T03:40:05.9766667+00:00

Yes here we all are months later and after multiple attempts to resolve the issue of our promised refunds. I was reissued another email advising the back of office technicality was fixed and I would be paid within 5-7 business days. Tomorrow will be the seventh day and I am not holding my breath. I have lodged a complaint with ACCC and also lodged a complaint with Microsoft against their code of conduct which they rejected, arguing there was no breach. My state department of Consumer Affairs referred me to the ACCC. So round and round in circles we go. Might be time as a collective we approach a news or current affairs program to champion the cause?
Stephanie Stathopoulos 0 Reputation points

2026-03-12T22:18:57.21+00:00

Sounds like it’s happening across the board. I have contacted them four times since November, each time being reassured that the refund was on its way or to wait a few more days. Once they even told me a gift voucher would be emailed to me instead of the refund. Like a lot of us here I’ve also now been in contact with the ACCC.

Answer 1

Hello Pete Moore,

Thank you for reaching out to Microsoft Q&A forum

Because Q&A Assist already provided a way to contact support for business user, now I will provide method to get in contact with Microsoft support about your refund for personal (home) user.

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 "Manage my subscription" as the category, and click to confirm
You can select " Chat with a support agent in your web browser " to access the chat window.

Answer 2

If you have not received your promised refund for your Office 365 Home subscription, it is advisable to contact Microsoft support directly for assistance. You can reach out to Microsoft 365 Support through their official support channels. They should be able to provide you with information regarding the status of your refund and help resolve any issues you are experiencing.

To contact support:

Go to the Microsoft 365 admin center.
Look for the Help & support option.
Enter your query or issue in the support section and follow the prompts to get in touch with a support representative.

If you purchased your subscription through a partner, you may need to contact that partner for support instead.

References:

Diane Compton 10 Reputation points

2026-01-08T04:19:43.58+00:00

Not helpful, as despite lodging several complaints with Microsoft, still NO REFUND!!!!

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Refund promised but not paid

2 answers

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