Error in Billing

Hey there! Nice to meet you!

Based on your description, the second charge is active on a different account.

Kindly follow the guide on the official Microsoft website to investigate and locate the duplicate charge from Microsoft on this link:

https://support.microsoft.com/account-billing/how-to-investigate-a-billing-charge-from-microsoft-398c5328-364c-d5e4-ea8f-f5ad60562a93

If you're able to find the transaction and if this happens to be a forgotten subscription renewal, you can check if it is eligible for a refund through this link:

https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472

You may also try contacting Microsoft Support for further assistance in tracking the transaction:

https://support.microsoft.com/home/contact?SourceApp=smc2&ContactUsExperienceEntryPointAssetId=S.HP.SmcContactUsLanding

Type "Billing Issue" > click "Get Help" > Scroll down to Sign in to Contact Support > Microsoft 365 and Office > Billing and Payment Updates > Confirm > Chat with a support agent in your web browser

If you and the Support Team are unable to find the transaction in all of your accounts, you'll need to contact your financial institution/bank directly to dispute it, and they may process a refund, as this would be considered a fraudulent charge.

You may also need to have your card blocked and request a new one.

Thank you for your understanding! Please let me know if you need anything else.

Best regards,

Darhyl

The duplicate charges shown on the credit card but not in the Microsoft account order history most likely indicate either:

1. Multiple Microsoft accounts using the same card, or
2. A previously declined/late charge that later succeeded and appears close to the next scheduled payment.

To investigate and move this forward without relying on the CVV:

1. Check for duplicate or related subscriptions in the Microsoft account
   • Sign in and review the order history for the last few months and compare dates/amounts with the credit card statement.
   • Follow the steps under How to check your order history for duplicate payments:
     1. Sign in to review order history and look for multiple purchases for the same amount that appear close together.
     2. If no duplicate charges appear there, proceed to step 2 below.
2. Investigate whether another Microsoft account is using the same card
   • Go to the Microsoft account Payment options page.
   • Select Investigate to search for other accounts using the same credit card. This is specifically recommended when the bank shows multiple payments but the current Microsoft account shows only one.
   • This can reveal if a second account (for example, a family member’s account or an old account) is causing the extra charge.
3. Use Microsoft’s billing charge troubleshooter
   • Use the official troubleshooter for unrecognized charges to narrow down the cause (recurring subscription, family member purchase, previously declined charge that went through later, etc.):
   • Start from How to investigate a billing charge from Microsoft and use the Start troubleshooter link provided there.
4. If still unresolved, contact Microsoft Support directly
   • For refund or adjustment requests, community forums cannot access billing data; the Billing/Customer Service team must handle it.
   • Use the official Contact – Microsoft Support path described in the Q&A answers: choose the relevant product (Microsoft 365 & Office), then Billing and Payment updates, and select Chat with a support agent in your web browser or request a call back.
   • Provide: dates of both charges (March 13 and April 6), amounts, last 4 digits of the card, and confirmation that only one subscription appears in the account.
5. If Microsoft and the tools above cannot locate the second charge in any account
   • As described in the Q&A guidance, if the transaction cannot be found in any Microsoft account, the bank/financial institution may need to treat it as a fraudulent or erroneous charge and process a dispute.
   • The bank can proceed with a dispute even if the CVV is not available on the replacement card, since they can see the original transaction details internally.

These steps align with Microsoft’s documented process for:

• Investigating unrecognized or duplicate charges, and
• Handling cases where the bank shows multiple charges but the Microsoft account shows only one.

References:

• How to investigate a billing charge from Microsoft
• I've been charged twice
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• Cancel a monthly charge on my visa credit card - Microsoft Q&A
• i have been charged twice - Microsoft Q&A
• Request a refund - Microsoft Q&A
• Have been billed multiple times on multiple charge cards for renewal - Microsoft Q&A