Why am I being charged this?

The extra £104.90 charge is most likely a separate Microsoft 365 subscription or billing event in addition to the £10.49/month Family 365 subscription, not a standard yearly fee for the same plan.

To understand and resolve it, follow these steps:

1. Check what the £104.90 charge is for
   • Sign in to the Microsoft account dashboard and go to the Manage your payments page: https://go.microsoft.com/fwlink/?linkid=2246882
   • Locate the £104.90 transaction and select Investigate.
   • This will show whether the charge is for:
     • Another Microsoft 365 subscription with recurring billing enabled,
     • A purchase made by someone else using the same card,
     • A previously declined charge that was retried,
     • Or another Microsoft purchase (for example, an app or in-app purchase).
   • More details on this process are in How to investigate a billing charge from Microsoft.
2. Check for duplicate or additional subscriptions
   • Go to Services & subscriptions for the same Microsoft account and verify:
     • That there is only one active Microsoft 365 Family subscription at £10.49/month.
     • Whether there is a second subscription (for example, another Microsoft 365 plan or a yearly plan) that could match the £104.90 amount.
   • If there is a second subscription, turn off recurring billing or cancel it following the guidance in Unable to cancel your Microsoft subscription.
3. If the charge is unrecognized or clearly an error
   • If, after using Manage your payments → Investigate, the £104.90 charge is not something that was intentionally purchased or subscribed to, treat it as an unrecognized or erroneous charge.
   • Use the troubleshooter in How to investigate a billing charge from Microsoft (select Start) to narrow down the cause and get directed support options.
   • Then, request a refund:
     • First cancel the subscription or item associated with the £104.90 charge (if one exists).
     • After cancellation, check refund eligibility and request a refund using the steps in How to get a refund on a Microsoft subscription. Note that not all cancellations result in a refund, but the tool will guide through the options.
4. If support from an agent is needed
   • For billing disputes (like repeated erroneous charges), contact Microsoft Billing Support so an agent can review the account and transactions. The Microsoft Q&A guidance for similar cases directs users to:
     • Sign in at the Microsoft support site,
     • Choose Products & services → Microsoft 365, then Manage my subscription or Billing and Payment updates,
     • Use Chat with a support agent or Call me back.
   • Because this involves account-specific and payment information, only Microsoft Support can confirm exactly why the £104.90 was charged and process any refund.
5. If the account or card might be compromised
   • Since the bank cards were cancelled as a precaution, also:
     • Review all recent Microsoft charges via Manage your payments to ensure there are no other unexpected transactions.
     • If any charge is not recognized after investigation, continue working with both Microsoft Support and the bank to protect the account and funds.

If the investigation shows the £104.90 is a one-off error or duplicate subscription, cancel that item and request a refund. If it is a recurring yearly or separate subscription that is not needed, cancel it to prevent future charges.

References:

• How to investigate a billing charge from Microsoft
• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• investigate a billing charge - Microsoft Q&A
• Can I speak to someone? -- Billing issues - Microsoft Q&A