billing issue

Please note that this is an end-user–to–end-user community forum. No one here has access to internal billing systems or backend tools. We can only provide guidance based on publicly available documentation, research, and shared community experience.

Hello @Jackie Fisher,

Thank you for sharing the details. I understand how frustrating this situation must be, especially when you’ve already tried calling multiple times without success.

If you still have access to the Microsoft 365 Admin Center, the most effective option is to ask your IT administrator to open a support ticket directly from the Admin Center, so the request can be routed to the Microsoft Billing Team. You can follow the steps outlined in this guide: Get support - Microsoft 365 admin | Microsoft Learn

Submitting the request this way usually ensures the issue is properly logged and assigned, and allows the Billing team to review the large or unexpected charges in detail.

If you cannot access the Admin Center, I recommend trying to call Microsoft Support again using the regional hotline numbers listed here with tip: Customer service phone numbers - Microsoft Support

When you call, you may hear an automated introduction lasting about 30 seconds (for example, “you can visit the link…”). You can ignore this message and wait until the menu options are presented. Then:

• Press 1 as a business email user
• Press 1 again for technical help

This should connect you with a frontline support agent who can raise a billing ticket on your behalf.

If you’re able to try either of these options, please let me know how it goes or if you encounter any new issues. I’ll be happy to help guide you further where possible.

Kind regards,

Note: Please follow the steps in our documentation to enable e-mail notifications if you want to receive the related email notification for this thread.

For large, unexpected withdrawals from a Microsoft 365 business account, the billing team must review the account directly using secure tools.

Since calling the phone number is disconnecting, use one of these supported channels that do not rely on the phone tree:

1. Open a billing support ticket from the Microsoft 365 admin center (business accounts)
   1. Sign in to admin.microsoft.com with a global/admin account.
   2. Select the Help & support button (bottom-right of the admin center).
   3. In the search box, type a short description such as “Large unexpected payments withdrawn from business account”.
   4. Select Contact support when it appears.
   5. Choose preferred contact method (phone or email), time zone, and language.
   6. Provide full details of the unexpected charges (dates, amounts, last 4 digits of card/account, and that phone support keeps hanging up).
   7. Submit the request so the billing team can call back or email using a direct case.
2. Use the business support contact page if not an admin
   If there is no access to the admin center, ask the Microsoft 365 tenant admin to open the ticket as above. Billing corrections for business subscriptions must be initiated by an admin.
3. If a regional phone number is still preferred
   Use the Business Users phone list and select the country/region to obtain the correct Microsoft customer service number. If the IVR continues to drop the call, still submit an online ticket so the case is logged and a callback can be arranged.

Because this involves large withdrawals, do not share full card or bank details over email or in forums; provide only what the secure support form requests.

References:

• Billing overview for Partner Center Cloud Solution Providers program (CSP)
• Customer service phone numbers
• How to investigate a billing charge from Microsoft
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• I need a phone number for Microsoft support - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Request a refund - Microsoft Q&A
• OneDrive billing questions
• OneDrive issues with BT Web Protect