Billing Error

Hi @Tony Persichilli,

Thank you for the detailed description.

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Thank you for your patience and understanding throughout this process.   

To stop future charges and cancel that Microsoft 365 subscription, follow these steps based on how it was purchased and the fact that the original email account is no longer accessible:

1. Check if the subscription was purchased directly from Microsoft
   • Go to the Manage your payments page of the Microsoft account dashboard and select "Investigate" for the $129.99 charge to see which subscription and account it belongs to:
     https://go.microsoft.com/fwlink/?linkid=2246882
   • This helps confirm whether the charge is tied to a Microsoft 365 subscription with recurring billing enabled.
2. If the subscription was purchased through a third-party retailer (for example, Apple, Google Play, Amazon, Best Buy):
   • Microsoft cannot cancel or change recurring billing for subscriptions purchased through a third party.
   • Contact the retailer’s customer support directly to cancel the subscription and manage billing.
   • For example:
     • Google Play: see Learn about Google Play refund policies.
     • Apple App Store: request a refund via Apple support.
3. Cancel the Microsoft 365 subscription (if it is a direct Microsoft purchase)
   • Use the guidance in Cancel a Microsoft 365 subscription to turn off recurring billing and cancel:
     https://support.microsoft.com/office/cancel-a-microsoft-365-subscription-46e2634c-c64b-4c65-94b9-2cc9c960e91b
   • If sign-in to the original email account is not possible, work with Microsoft support using billing details (card, date, amount) so they can locate the subscription.
4. If access to the original account truly cannot be recovered
   • When account ownership cannot be proven or recovered, cancel the recurring charge directly with the bank or card issuer.
   • Ask them to block future recurring payments to Microsoft for that subscription. This is often the only practical route if sign-in to the Microsoft account is impossible and the subscription is not via a third-party store.
5. Investigate the charge and request a refund if eligible
   • Use the How to investigate a billing charge from Microsoft steps to confirm what the $129.99 charge is for and whether it is a subscription renewal:
     • Go to the Manage your payments page and select "Investigate" on the charge.
   • After canceling, follow the refund guidance in How to get a refund on a Microsoft subscription (linked from the “Unable to cancel your Microsoft subscription” article) if within the eligible timeframe.
6. If the account belongs to a former company
   • If the subscription is owned by the old company (company-managed Microsoft account), the company’s IT or billing admin must cancel it. If that is not possible, again the fallback is to cancel via the card issuer.

References:

• How to investigate a billing charge from Microsoft
• Manage your Microsoft 365 subscription purchased through a third party
• Changes to Microsoft 365 email features and storage
• Unable to cancel your Microsoft subscription
• cancel subscription - Microsoft Q&A
• Request refund - Microsoft Q&A
• How to Cancel Microsoft 365 subscription if you do not have account info? Or get anyone to help? - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• investigate a billing charge - Microsoft Q&A