Microsoft won’t stop elderly mother’s account despite power of attorney

By the Editorial Team · Sunday, August 30, 2026

A man with lasting power of attorney struggled to cancel his elderly mother’s Microsoft 365 subscription and secure a refund due to the company’s policies on account access and payment cancellations. After media involvement, Microsoft ultimately closed the account and refunded the fee, highlighting difficulties caregivers face when managing digital services for vulnerable family members.

A man from the West Midlands has faced significant challenges in seeking to cancel his elderly mother’s Microsoft 365 subscription despite holding a lasting power of attorney over her financial affairs. His mother, aged 83 and living in a care home with advanced dementia, no longer uses or needs the service. However, the subscription fee of £104.99 continued to be charged this year despite the cancellation of her debit cards.

The son, identified as David, explained that while he stopped her payment cards through the bank, the subscription fee still went through. The bank advised him to contact Microsoft directly to terminate the subscription, but Microsoft, citing account security policies, directed him back to the bank. Unable to resolve the issue through multiple online chats and phone calls, David wrote to Microsoft’s UK chief executive seeking assistance, but initially received no response.

Experts note that while cancelling a card does not always stop recurring payments — as banks can transfer payment permissions to new cards — customers retain the right to withdraw consent for payments, up to the business day before the charge. In this case, David wanted to cancel the subscription entirely and also requested a refund of the recent payment. However, Microsoft’s customer support was reportedly unable to handle the request because he was not the registered account holder.

After media intervention, Microsoft contacted David within hours, apologizing for the difficulties and confirming that the account had been located and closed permanently. The company also agreed to refund the £104.99 subscription fee. Microsoft declined to provide details about the reasons behind the initial lack of support, saying it does not discuss individual cases. The company emphasized its commitment to customer safety and security, noting the measures in place to prevent unauthorized access.

David expressed relief at finally resolving the matter but highlighted the frustration of navigating customer service procedures that appear ill-equipped to address power of attorney situations. “It’s eye-opening to see how you can make things happen that being a mere customer couldn’t achieve with multiple phone calls, online chats and a letter to the CEO,” he said.

The case underscores ongoing challenges faced by caregivers trying to manage digital subscriptions and accounts on behalf of vulnerable relatives, raising questions about the adequacy of current customer service policies for such circumstances.

This article was reported by synthesizing coverage from multiple independent news outlets to present a balanced, unbiased account. Read about our editorial standards. Spotted an error? Let us know.