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Ma. Phoebe T
Microsoft Answer Tech
End chat
Ma. Phoebe T
Hi, thanks for visiting Answer Desk! I'm Ma. P.
10:32 pm
Me
Hi I'm mike
10:32 pm
Ma. Phoebe T
Thanks for contacting Microsoft Accounts and Billing support my name is Phoebe and I will be assisting you today. How may I help you?
10:32 pm
Me
I just noticed I've been being billed for Microsoft 365
10:32 pm
Me
I've cancelled this a really long time ago
10:32 pm
Me
I can't even find out which email i used for this service it was so long ago
10:33 pm
Me
because under this account it says i have no subscriptions
10:33 pm
Ma. Phoebe T
Thanks for sharing your concern. No worries! I'm gonna make sure that everything will be properly taken care of.
10:33 pm
Me
Thank you
10:33 pm
Ma. Phoebe T
Let me just verify, so you don't know the email associated with it?
10:33 pm
Me
I think it's mikebani@hotmail.com
10:34 pm
Me
but i'm not positive
10:34 pm
Ma. Phoebe T
Is that the one you used to chat with us?
10:34 pm
Me
yes
10:34 pm
Me
possibly baniboy@gmail.com
10:35 pm
Me
It might be under that? I'm not sure.
10:35 pm
Ma. Phoebe T
Let me check both.
10:35 pm
Me
Thank you
10:35 pm
Ma. Phoebe T
One moment please.
10:35 pm
Me
I found a "welcome to office online" email in mikebani@hotmail.com... or mikebani@live.com
10:36 pm
Me
nm, it's hotmail
10:36 pm
Ma. Phoebe T
Actually I've checked the account under mikebani@hotmail.com but I didn't see any Office.
10:37 pm
Ma. Phoebe T
Let me check the other one.
10:37 pm
Me
sure
10:37 pm
Me
or can you search by card number?
10:38 pm
Ma. Phoebe T
I've checked the account baniboy@gmail.com and it says no subscription found.
10:38 pm
Ma. Phoebe T
How about a phone number?
10:38 pm
Me
mikebani@gmail.com ?
10:38 pm
Me
6045186379
10:38 pm
Me
34-1150 johnson st
10:38 pm
Ma. Phoebe T
Perfect! I was able to pull up an account under the phone number.
10:39 pm
Me
awesome
10:39 pm
Me
what email was it under?
10:39 pm
Me
26595
10:39 pm
Ma. Phoebe T
I've sent a code on your phone.
10:39 pm
Ma. Phoebe T
Perfect!
10:39 pm
Ma. Phoebe T
Let me validate the account now.
10:39 pm
Ma. Phoebe T
Hold on
10:39 pm
Me
sure
10:39 pm
Ma. Phoebe T
Perfect! I was able to validate the account.
10:40 pm
Ma. Phoebe T
Let me check it now.
10:40 pm
Me
Thank you
10:40 pm
Ma. Phoebe T
It's actually under isabel_grindell@hotmail.com
10:40 pm
Me
Oh yeah that's right
10:40 pm
Me
ex girlfriend
10:40 pm
Me
Now I remember why I cancelled it haha
10:40 pm
Ma. Phoebe T
lol
10:41 pm
Ma. Phoebe T
I saw an active Office 365 Personal on that account
10:41 pm
Ma. Phoebe T
Would you like me to cancel it?
10:41 pm
Me
It should have been cancelled a long time ago
10:41 pm
Me
How long have I been paying for this?
10:41 pm
Ma. Phoebe T
Let me double check. One moment.
10:41 pm
Me
thank you
10:41 pm
Ma. Phoebe T
I can see that it's active since 1/23/2015
10:42 pm
Me
=/ it should have been cancelled feb 2015
10:43 pm
Me
If you check the account history you can see it wasn't used after that
10:43 pm
Ma. Phoebe T
I'm checking it now.
10:43 pm
Ma. Phoebe T
So, she's not using it any longer?
10:45 pm
Ma. Phoebe T
Did you request to cancel it last Feb?
10:45 pm
Me
hasn't been using it since feb 2015
10:45 pm
Me
Yes
10:45 pm
Me
I have a bad habit of not checking my credit card statements, but just noticed it tonight
10:46 pm
Ma. Phoebe T
Here's what I'm seeing:
10:46 pm
Ma. Phoebe T
MOOLA
Microsoft Windows 8
Installed: Jan 23, 2015
Used by: Isabel (Subscriber)
10:46 pm
Ma. Phoebe T
It's installed on computer MOOLA
10:47 pm
Me
old laptop that's not even alive anymore
10:47 pm
Ma. Phoebe T
Alright. Let me see what I can do here alright.
10:48 pm
Me
Ok thank you
10:48 pm
Ma. Phoebe T
Bear with me please.
10:48 pm
Ma. Phoebe T
Thanks for patiently waiting. Here's the best thing that I can do, I can cancel the subscription and process a refund for 2 months. Would that be okay?
10:52 pm
Me
It was supposed to be cancelled in feb
10:53 pm
Me
so pay for 8 months extra because?
10:53 pm
Ma. Phoebe T
Because our system won't allow us to process multiple refunds.
10:53 pm
Me
then refund it once for the correct amount?
10:54 pm
Ma. Phoebe T
If you want, I can provide you a reference number and provide it to your bank and have the other charges disputed.
10:54 pm
Ma. Phoebe T
Would that work for you?
10:54 pm
Me
I'd rather you guys resolve it without me having to deal with a bunch of back and forth with my bank
10:54 pm
Ma. Phoebe T
I understand but as I've said we can only process refund for 2 months.
10:55 pm
Me
seems like a convenient way to have your system set up
10:55 pm
Me
so people don't go through the trouble of disputing charges
10:56 pm
Ma. Phoebe T
Did you request to cancel the subscription last Feb?
10:56 pm
Me
Yes
10:56 pm
Me
or else I wouldn't be asking for a back dated refund lol
10:56 pm
Ma. Phoebe T
From us?
10:56 pm
Me
yes
10:56 pm
Ma. Phoebe T
Did you call us?
10:56 pm
Me
I tried to cancel it on the site but it didn't work, so I contacted support
10:57 pm
Me
Do you guys have support logs?
10:57 pm
Ma. Phoebe T
Do you have a reference number for that request?
10:57 pm
Me
no
10:58 pm
Ma. Phoebe T
Because I didn't see any records here.
10:58 pm
Ma. Phoebe T
on the account.
10:58 pm
Me
I don't have reference numbers from feb 2015
10:58 pm
Me
So theres no way you can fix it, or a supervisor can override the system ?
10:59 pm
Me
Kind of stupid that I have to dispute it with my bank
10:59 pm
Ma. Phoebe T
I've checked the account and I didn't see any records of cancelation request.
10:59 pm
Me
Ok well I cancelled it
11:00 pm
Me
Do you have support chat logs?
11:00 pm
Me
can you check that?
11:00 pm
Ma. Phoebe T
So, you contacted us thru chat last Feb to cancel it?
11:01 pm
Ma. Phoebe T
What email address did you use?
11:01 pm
Me
clearly if I contacted you guys saying I dont know what email I signed up with for office, i don't remember
11:02 pm
Me
Does this really have to be this difficult?
11:02 pm
Me
You never answered whether a supervisor can override this 2month max
11:02 pm
Me
or if you could do it another way
11:02 pm
Ma. Phoebe T
Alright. Let me verify this to my supervisor.
11:02 pm
Me
Like you guys can clearly see it wasn't used at all in feb
11:03 pm
Me
So it's not like I'm trying to scam
11:03 pm
Me
Kind of lame that it is taking this much effort to resolve this
11:03 pm
Ma. Phoebe T
One moment. I'm now verifying this to my supervisor.
11:07 pm
Ma. Phoebe T
Hi, this is Karla. One of the Supervisors here on the floor. My agent told me that you wanted a full refund for Office 365 Personal from Feb up until now. Correct?
11:15 pm
Me
Hi
11:15 pm
Me
Yes, that's right
11:15 pm
Ma. Phoebe T
I do understand your concern but as per policy we really can give out one month of refund. The maximum actually is 2 months and that was the previous agent provided you.
11:17 pm
Me
So policy is to screw customers over? Is that what microsofts about nowadays?
11:17 pm
Me
You guys have access to the account
11:17 pm
Me
You can clearly see it hasn't been used since Feb 2015
11:18 pm
Me
No idea why the cancellation request is not showing up
11:18 pm
Ma. Phoebe T
No. But we do not access accounts unless you contacted us and that is for your own security.
11:18 pm
Me
Can you confirm for me please that the account hasn't been used in February 2015
11:19 pm
Ma. Phoebe T
Today is almost the end of the year. Why did you just contact us today?
11:19 pm
Me
Did the other support tech not update you on this situation?
11:19 pm
Me
It was cancelled in feb (or should have been) and I don't check my cc statements with a microscope every month
11:20 pm
Me
It's a business credit card and has dozens of transactions a month
11:20 pm
Me
I just noticed it today because it's at the top of the list
11:20 pm
Ma. Phoebe T
If it was canceled on Feb, you will be receiving an email notification form Microsoft regarding the cancellation.
11:21 pm
Ma. Phoebe T
Who did you contact to cancel the Office if I may asked?
11:22 pm
Me
The email is my ex girlfriends email
11:22 pm
Me
It was cancelled after we broke up
11:22 pm
Me
I had mentioned this to the tech
11:22 pm
Me
So just to recap, you are able to confirm the account has no been used in February 2015 and are trying to find ways to not refund?
11:23 pm
Me
Can you confirm that please
11:23 pm
Me
not been used since*
11:23 pm
Ma. Phoebe T
We checked on the account and it is still installed to this computer MOOLA
Microsoft Windows 8 .
11:24 pm
Me
Which is a dead laptop and has been for a very long time
11:24 pm
Me
also another thing I already mentioned to the tech
11:24 pm
Ma. Phoebe T
How would we know that it is already a dead laptop?
11:25 pm
Me
because I told you guys? Or are you accusing me of lying about a laptop being used or not
11:25 pm
Ma. Phoebe T
We do not auto cancel a subscription unless you contact us.
11:25 pm
Me
Can you not see when people log in ?
11:25 pm
Me
Can you not see when people access office 365?
11:25 pm
Ma. Phoebe T
Nope. We do not do that.
11:26 pm
Me
So right now you cant check the account history and see when it was used?
11:26 pm
Me
but apparently have logs about support requests from 1 year ago, and cant find a cancellation request?
11:26 pm
Ma. Phoebe T
Please be advised that you reached Accounts and Billing Support. What we can just check here is the history of your Billing.
11:27 pm
Me
Okay then can you guys contact the relevant department and have them confirm it hasnt been used
11:27 pm
Me
it's been an hour now
11:27 pm
Me
of trying to get a refund on a product that was supposed to be cancelled in feb 2015
11:27 pm
Ma. Phoebe T
As I have mentioned, we can only process the 2 months of refund.
11:28 pm
Ma. Phoebe T
The rest can be disputed to your bank.
11:28 pm
Me
lol so you won't even confirm that it hasn't been used since feb 2015?
11:29 pm
Me
and wont contact the relevant department to confirm it ?
11:29 pm
Ma. Phoebe T
I can refer you to our Technical Support. Have them confirmed that you have not use the service but at the end of the day. I still need to refer you to the bank as we only process 2 months of refund.
11:30 pm
Me
I thought you guys didn't have access logs
11:30 pm
Me
why did the other tech post this
11:30 pm
Me
MOOLA
Microsoft Windows 8
Installed: Jan 23, 2015
Used by: Isabel (Subscriber)
10:46 pm
Ma. Phoebe T
It's installed on computer MOOLA
10:47 pm
11:30 pm
Ma. Phoebe T
That is the only thing that we can see here that is too general.
11:31 pm
Me
So it shows you when the account is used
11:31 pm
Me
correct ?
11:31 pm
Me
"Used by: Isabel (Subscriber)"
11:31 pm
Ma. Phoebe T
NO.
11:32 pm
Ma. Phoebe T
The thing here is you are asking for a refund that was way back.
11:33 pm
Me
Also, for the record. Can you confirm one thing. If Microsoft was to find that they made a mistake on their end, they would refuse to issue a refund beyond 2 months. They would make you dispute it and try and retrieve the money via the customers bank even if it was microsoft who made a mistake
11:33 pm
Me
Can you just confirm that for me please?
11:33 pm
Ma. Phoebe T
Of course not. If it's OUR mistake. We will then escalate the issue. But then, this is a different scenario.
11:34 pm
Ma. Phoebe T
You have your bank statements.
11:34 pm
Me
Okay so then why have you been telling me that the system is set up to issue a max 2 month refund
11:35 pm
Me
and that its impossible to issue a refund beyond 2 months
11:35 pm
Ma. Phoebe T
You do not have the reference number as a proof of the cancellation as well.
11:35 pm
Me
Unless it was just lies to get me to drop the issue
11:35 pm
Me
which it's seeming like
11:35 pm
Ma. Phoebe T
So what would we be also our proof to escalate the issue?
11:35 pm
Me
I don't know, maybe the fact that the product has not been used since February 2015
11:35 pm
Me
but you won't look into that
11:35 pm
Ma. Phoebe T
We do not access accounts without your permissions. We do not auto cancel unless you contacted us.
11:36 pm
Me
I'm giving you permission to access the account
11:37 pm
Me
I also did contact you
11:37 pm
Me
Sorry that I don't keep reference numbers from February of 2015
11:37 pm
Me
Didn't think it would be high risk when dealing with Microsoft
11:37 pm
Ma. Phoebe T
I am sorry as well but I know that you are working and you have rules that you can not break as well especially if that is the policy of your company.
11:38 pm
Me
How is this relevant to anything I just said
11:39 pm
Me
I just gave you permission to access the account
11:39 pm
Ma. Phoebe T
Sorry that I don't keep reference numbers from February of 2015 --- Don't you think  February is like a long time ago?
11:39 pm
Me
I also don't think it's policy to try and charge people for no reason at microsoft
11:39 pm
Me
Why won't you look into the account?
11:40 pm
Me
Or escalate it so someone will
11:40 pm
Ma. Phoebe T
I am looking at your account.
11:40 pm
Me
So you're looking at usage information ?
11:40 pm
Ma. Phoebe T
And we do not have an option to check here if you are using the service or not.
11:40 pm
Ma. Phoebe T
We are from Billing, Sir.
11:41 pm
Me
Yes I know that
11:41 pm
Me
You said you are not going to escalate it
11:41 pm
Ma. Phoebe T
I can send you tech of you like.
11:41 pm
Ma. Phoebe T
*to
11:41 pm
Me
Send me to tech to do what?
11:41 pm
Me
Why dont you contact tech
11:41 pm
Me
and have them look and confirm
11:41 pm
Ma. Phoebe T
So that they can check if you have use the service. I just don't know if they have the ability to do that.
11:42 pm
Me
You said you have the ability to escalate it
11:42 pm
Me
Can you explain to me why you aren't doing that?
11:42 pm
Ma. Phoebe T
We can escalate it but we need proofs.
11:42 pm
Me
So to get proof, I would need this to be escalated
11:42 pm
Me
but you wont escalate it without proof
11:43 pm
Me
Is this correct?
11:43 pm
Ma. Phoebe T
Where is the reference number that you canceled the subscription?
11:43 pm
Me
Why are you asking questions you know the answer to ?
11:43 pm
Me
What is your name btw?
11:43 pm
Ma. Phoebe T
Karla.
11:43 pm
Me
Karla what?
11:43 pm
Me
Karla at microsoft?
11:43 pm
Ma. Phoebe T
We do not give out last name.
11:43 pm
Me
Do you give employee ID numbers or something to be able to reference ?
11:43 pm
Ma. Phoebe T
You can have my name Karla and T is the initial of my last name.
11:44 pm
Ma. Phoebe T
That's all I can give you.
11:44 pm
Me
Okay
11:44 pm
Me
and about asking questions you already know the answer to ?
11:44 pm
Ma. Phoebe T
You can file a dispute to your bank,
11:45 pm
Me
You've made me well aware of that
11:45 pm
Me
I want you to escalate the issue, but you're not doing it
11:45 pm
Ma. Phoebe T
NO.
11:45 pm
Me
Who do I contact to complain about employees?
11:45 pm
Me
Do you have a supervisor or ?
11:45 pm
Ma. Phoebe T
If you are threatening legal action, Microsoft takes any legal threat seriously and your lawyer should direct their correspendance by mail or fax. Fax: Microsoft Corporation (Attention: Microsoft Legal - LCA) (425) 727-3490 Mail: Microsoft Corporation (Attention Microsoft Legal - LCA), One Microsoft Way, Redmond, WA 98052-6399
11:46 pm
Me
Legal action?
11:46 pm
Me
I'm asking about customer complaints.
11:46 pm
Me
LOL
11:46 pm
Ma. Phoebe T
http://answers.microsoft.com/en-us
11:47 pm
Ma. Phoebe T
You can click that link and post a feedback.
11:47 pm
Me
So now you are refusing to direct me to who I can file a complaint with?
11:48 pm
Me
Do you not have a supervisor I can request
11:48 pm
Me
or a link to where customer complaints can be filed? That feedback link is pretty general
11:48 pm
Me
I also don't see where in that link you can file customer complaints
11:49 pm
Ma. Phoebe T
No. I'm the highest person here.
11:50 pm
Ma. Phoebe T
You can post your feedback there.
11:50 pm
Me
You're the highest person there currently
11:50 pm
Me
Do you have a a supervisor that I can contact?
11:50 pm
Me
Or can you link me directly to where you file customer complaints?
11:51 pm
Me
to be specific: To file complaints on a customer service rep
11:51 pm
Me
not a product
11:51 pm
Ma. Phoebe T
http://answers.microsoft.com/en-us
11:51 pm
Ma. Phoebe T
Please click that link for your feedback.
11:51 pm
Me
Ok
11:52 pm
Me
I clicked it
11:52 pm
Me
Now where on there do I file a complaint?
11:52 pm
Me
I'm pretty sure it's policy at microsoft to let people know exactly how they can file a complaint
11:53 pm
Me
Are you going to just ignore me now that I want to file a complaint?
11:55 pm
Ma. Phoebe T
https://www.microsoft.com/en-us/search/result.aspx?q=File+a+complaint&form=MSHOME
11:55 pm
Ma. Phoebe T
You may also click on that link to file a complaint.
11:55 pm
Ma. Phoebe T
Thank you very much for choosing Microsoft! It was a pleasure chatting with you. You have a wonderful day!
11:56 pm
Ma. Phoebe T
Your Answer Tech Ma. Phoebe T has ended your chat session. Thanks for visiting Answer Desk.
11:56 pm
System
Chat has ended.
11:56 pm