Subscribed to an AD saying 1 month free trial but was charged. Cancelled and was promised a refund but no refund was refunded.

The refund itself can only be handled by Microsoft support and the payment provider, but a few checks can be done to confirm the status and reach the right support channel.

1. Confirm the subscription is cancelled
   • Go to https://account.microsoft.com/services/microsoft365 and sign in with the same Microsoft account that was used to purchase the Microsoft 365 subscription.
   • Find the Microsoft 365 subscription and check that it shows as Canceled or that it shows Turn on recurring billing (which means it will not renew and no further charges will occur).
2. Verify who processed the charge
   • If the subscription was purchased directly from Microsoft (Microsoft Store), Microsoft processes the refund.
   • If it was purchased through Google Play or the Apple App Store, the refund must be requested from them instead. For those cases, use the guidance in:
     • Learn about Google Play refund policies
     • Apple support
3. Check refund timing and payment method
   • The cancellation page and email confirm that a refund was issued to the payment method on file. Refunds are not always instant; they are credited back to the same card or account that was charged.
   • Have the cardholder check the full statement (not just recent transactions) for the card ending in the digits shown in the email, looking for either a positive refund entry or a reversal/adjustment around the date the refund was processed.
4. If the refund still does not appear
   • Make sure there is no overdue balance on the Microsoft account; if money is owing, cancellation and refunds can be affected. See the guidance under Check your credit cards in the “Unable to cancel your Microsoft subscription” article.
   • If the subscription and account details are correct and the refund is still not visible after the normal processing time, use Microsoft’s guided support for billing issues:
     • Go to the “Unable to cancel your Microsoft subscription” article and select Start under guided support to contact support for a billing/refund investigation.

Because account and payment details are required to trace the refund, only Microsoft support (via the guided support flow) and the bank/payment provider can confirm where the money is and, if needed, re‑issue the refund.

References:

• How to get a refund on a Microsoft subscription
• Unable to cancel your Microsoft subscription
• I need a refund on the Microsoft 360 - was just charged for it, and the instructions are unclear on how to get a refund. - Microsoft Q&A
• Request refund - Microsoft Q&A
• Cancellation - Microsoft Q&A