Can't cancel Microsoft Office 365 account and haven't received refund

Kenneth Rochman 0 Reputation points
2026-09-16T16:54:42.1566667+00:00

In August of 2026 I correctly canceled my client's subscription for Microsoft Office 365, purchased and installed Microsoft Office Home and Business 2024. We thought all was well but apparently, maybe because I didn't uninstall the older Microsoft Office Home and Business 2019, my client unknowingly has since been using Microsoft Office 365. The original cancellation was done within 30 days of the renewal and should have qualified for a refund.

Yesterday my client received a delinquent renewal notice from Microsoft and, unfortunately, agreed again to the Microsoft 365 renewal.

I have, AGAIN, tried to cancel the Microsoft 365 subscription but "Check My Account" seems to say that it isn't cancelled.

I have also uninstalled the older version (Home and Business 2019), rebooted the computer and reinstalled Microsoft Office Home and Business 2024.

When I start Microsoft Word and look at the account information, it says my client is using Microsoft Office 365.

Please cancel the Microsoft Office 365 subscription for [Moderator's note: PII removed]@rochmangroup.com and refund the credit card for the 2026-2027 subscription. Also please provide information on how to make sure this computer is using the new Microsoft Office Home and Business 2024 version.

[Moderator's note: PII removed]

[Moderator's note: PII removed]

[Moderator's note: PII removed]

[Moved from Microsoft 365 and Office | Subscription, account, billing | For business | Windows]

Microsoft 365 and Office | Subscription, account, billing | For home | Windows
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  1. Haytham-C 5,540 Reputation points Microsoft External Staff Moderator
    2026-09-16T21:17:47.6033333+00:00

    Hello Kenneth Rochman

    Thank you for reaching out. We sincerely apologize for any frustration or inconvenience this situation may have caused.

    As community moderators, we do not have access to users' billing information, subscription details, payment methods, invoices, or account records. We also do not have any internal tools or permissions to view, modify, verify, or investigate billing-related information on your account.

    For privacy and security reasons, billing data can only be accessed through official Microsoft account and billing support channels. Because of these restrictions, we are unable to review your billing history or determine the status of any charges, subscriptions, refunds, or payments.

    To receive assistance with your billing concern, I'd recommend contacting Microsoft Support directly through the official support channels, where authorized support agents can securely access and review your account information:

    • Go to Contact Us - Microsoft Support 
    • Select Microsoft 365
    • Click Get Home Support
    • Type a brief description of your issue in the search box.
    • Click Get Help and select Contact Support below. 
    • Go to the Products and services tab and choose the appropriate product.
    • On the Category tab, choose the appropriate category or an alternative option.
    • Go to Confirm. Look for and select "Chat with a support agent in your web browser" (during business hours) if available. Explain your situation clearly.

    My apologize that we cannot provide more direct assistance in this matter and appreciate your understanding. We hope the Microsoft Support team will be able to help you resolve the issue as quickly as possible.

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