account balance has been removed, with no record in order history

Account balance as in bank account? You might want to consult your bank for that issue. Unless it is a Microsoft credits, those would expire at certain periods of time if not used.

If it doesn't show at http://commerce.microsoft.com you'll want to contact support and speak to billing to see if they can track it down for you. http://support.xbox.com/contact-us

Hello Hebytr,

Thanks for coming to the forums with your question. With currency if it was given to you by Microsoft as a promotion or gift, that currency can expire. If it was currency that was yours and you do not see the purchase in order history, we recommend requesting
a call back and speaking with a support agent.

When you go to
Contact Us to get it to request a callback follow these steps:

• Step 1 ----select Xbox One
• Step 2 ----select see more options then subscription changes
• Step 3-----select show contact options
  
• Step 4 ----select request a call from support

Once they call explain the issue and they will be able to help you. Note that these options regularly change so just keep selecting something that gives request a call from support as a contact option.

Hope this helps.

Thanks,

Brad

Xbox Forum Team

Once the refund has been approved and already stated as "refunded" on your order history (https://account.microsoft.com/billing/orders), it will be immediately refunded back to your account.

Kindly check the details of the order then make sure that the payment method that was used is the Microsoft balance.

I appreciate you letting me know and you're welcome. A transaction can't be deleted or remove on the order history, even if it was declined or a refund has been processed the status of the order will just change but will not be removed.

I apologize but the transaction on the order history is what we will be needed.