How to file a complaint

To stop the charges and get formal help, follow these steps:

1. Check and cancel the Xbox subscription / recurring billing
   • Go to the Microsoft Services page: https://account.microsoft.com/services and sign in with the account used on Xbox.
   • Find the Xbox subscription that is being charged.
   • If it shows Manage, select it, then choose Cancel (or Upgrade or Cancel) and follow the on‑screen steps until the cancellation is confirmed.
   • If it shows Turn on recurring billing instead of Manage, recurring billing is already off and the subscription will end on the date shown.
2. Check why charges are still happening
   • If a charge appears after cancellation, it may be because cancellation was done less than 2 days before the billing date. Go to https://account.microsoft.com/services and confirm the subscription end date.
   • If the charge might be from a different Microsoft account, use the guidance in How to investigate a billing charge from Microsoft from the Manage your payments page: https://go.microsoft.com/fwlink/?linkid=2246882.
3. Request a refund for unwanted charges
   • Refund eligibility for subscriptions is handled through the standard Microsoft subscription refund process.
   • See How to get a refund on a Microsoft subscription and follow the steps for the subscription type: https://support.microsoft.com/account-billing/how-to-get-a-refund-on-a-microsoft-subscription-67dca30b-b323-44d5-acc2-e02f9902c472.
   • Note: Not all cancellations result in a refund. Some countries support prorated refunds; see Countries with prorated refunds for Microsoft subscriptions from that page if applicable.
4. Formally contact Microsoft Support / file a complaint
   • Use the Contact Microsoft Support flow: https://go.microsoft.com/fwlink/?linkid=2258619.
   • Enter the issue (for example, “Xbox subscription keeps charging after cancellation”), select Get Help, then choose Contact Support.
   • In Products & Services, pick the relevant category (for example, Xbox or Microsoft 365 & Office → Manage my subscription) and proceed to start a chat with a support agent or request a call back.
   • During the support interaction, clearly state that recurring billing was turned off, charges continued, and that this is causing financial hardship, and request both a refund review and a way to file a formal complaint.

If the subscription was started or managed through a mobile app store (Google Play or Apple App Store), cancellation and refund must be requested through that store’s support instead of Microsoft.

References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• Pay for a past-due Microsoft subscription
• Can I speak to someone? -- Billing issues - Microsoft Q&A
• fraud charges on microsoft account - Microsoft Q&A
• I need to talk to someone!! - Microsoft Q&A
• Cancel my Microsoft monthly subscription - Microsoft Q&A
• cancel subscription - Microsoft Q&A