Unauthorised payments on my Microsoft account

Hi Martin,

I'm sorry to hear about this situation, but unfortunately there isn't anything we can do regarding this situation on the forums. Refunds are not handled on the forums and fraudulent charges will need to be taken care of by your bank. I'm not sure why your
bank is pushing back your request but you should ask them why they are not following through on a fraud claim to begin a chargeback process. Most banks require you to report the issue within 48 hours and require proof that fraud is taking place. You will likely
need to show them pictures of your
Microsoft account order history to match timestamps. You can also check your
Microsoft account's recent activity to see if the account was logged into a device you are not familiar with and the times as well for the past 30 days.

If the charges are taking place on your account then simply changing the password will solve the problem if you believe someone else is making these charges on your account. Someone would have needed to get the account login information to login and make
these charges or have access to a device that has the account signed into it. Most hackers or phishers will change login information to something of their own and effectively take over an account. If you could still login after the charges took place, it's
unlikely the account was taken over by a hacker or phisher since the charges wouldn't have any benefit unless the account was owned by them since digital purchases on the Microsoft Store only work on the account they were purchased on.

You've already spoken to customer support and were told to contact your bank and unfortunately the only way to get your money back is to file a fraud claim with your bank and request a chargeback for unauthorized purchases. Since there is nothing else we
can do to help on the forums besides provide this information, we will be locking this thread to prevent the same answers. I hope your bank can assist you with this matter.

I have cancelled all cards and now the only payment method is a gift card. A MS colleague did tell me on 23rd of May that he would cancel the payment method but didn't and that cost me another £2,500. Our bank wrote to us in May saying they contacted MS
requesting that this payment method was not to be used for Microsoft.

I am in the middle of an Xbox web chat with another of your colleagues who keeps telling me to contact our bank. Our bank say to contact you.

I have talked by phone to your colleagues on several occasions and they all say there's nothing they can do and it was probably my son - it wasn't and payments were usually made early hours of the morning or when he wasn't there and also when controllers
were locked away. These purchases were not made by anyone in our house and we have been badly let down by MS on the 2 matters mentioned above and also an apparent huge security issue on your software.

You definitely need to cancel that card and have a new one issued if you can't remove it on your own from the account settings. Then I would set up two step verification as well for additional security.

You can request a free call-back by signing on at
https://support.xbox.com/contact-usand selecting Billing. When prompted to speak to a virtual agent,
decline it. After answering a few more questions, you should get the option to request a callback. You're best bet would be speaking to someone directly for further assistance.

Hi SwordofWhedon thanks for the reply. It is a childs account with parental controls and no payment method attached. What do we need to do to attach a payment method? My concern with attaching a payment method would be unauthorised purchases. Also why would I need a payment method if a voucher has been purchased and the account has credit for the purchase required?

Chances are, somebody has access to that account and is using it to purchase the subscription. You should contact your bank and cancel payments that way. Your bank should be able to stop unauthorised payments.