How to request a refund for incorrect Azure/Microsoft exam charge in Kenya

Hello,

On 25/09/2025, my bank account was wrongly charged KES 3,830.50 by "MICROSOFT" via E-Commerce MC INT (#15506232).

The problem is that this charge does not appear anywhere in my Microsoft Order History, Invoices, Payment history, or Certification dashboard. In fact, no payments for the last 12 months (including my AZ-104 exam payment done with the same card) are showing in billing records.

I tried using support.microsoft.com to open a billing support request, but the page keeps looping me back to sign-in and won’t let me submit a case.

I would like help with the following:

1. Why are none of my exam or subscription charges showing in Microsoft’s billing records?
2. What is this specific KES 3,830.50 charge for, since it doesn’t match any invoice?
3. How can I request a refund if this was charged in error?
4. Is there a direct billing support path for Kenya/Africa if the portal fails?

Transaction details:

• Amount: KES 3,830.50
• Date: 25/09/2025, 05:09:31
• Ref: 0008***501
• Merchant: MICROSOFT, E-COMERCE MC INT #15506232

Thank you for your assistance.

Imran Ibrahim