We have worked with Microsoft for years. Large parts of our e-commerce infrastructure used to run on Azure. That costs money, and we paid it diligently — without debate, without delay, perhaps sometimes twice... because it worked, and it was fine. That is how a good partnership should be.
Until the moment came when Perfectly Basics, the webshop as it had operated for years, ceased WITH US and we wanted to close the Azure account properly a while later. Just wrap it up, as you would expect from a company like Microsoft.
There was still €2,131.05 overpaid on that account? why?..... I don't know but double paid or something says their "copilot - ai". No point of discussion, no complicated case it says, just money that does not belong to Microsoft and thus should be refunded. What follows shows how poorly Microsoft handles that final piece of the relationship..... but really I want you to read this, how it goes. It costs me hours of time and energy and I am nowhere.
I start (again, after several give-ups) today 8 April 26 in the portal, because everything should be there...... But you get nowhere. You are sent around in a system that is mainly good at repeating itself, endless loops ending where you began. So you enlist help via 'Copilot' Microsoft’s own 'smart' AI. It understands your question, explains it neatly and then sends you into the exact same loop you were already in, with 24x screenshots as 'do you mean this' Try again, another route, another button, I am really getting so frustrated WHY?? — until the advice comes to call the general number..... 020 500 1500 ....
So you do. And then you enter a menu that seems to understand everything except your problem, a bot that hears everything except the word “billing” it suddenly no longer exists..... You try to phrase it differently, call again, choose other options, switch to English, it makes no difference!
Then you are sent back by that 'Copilot' Microsoft’s own 'smart' AI to email, really email? in 2026? ok then patience does this man! until your email is returned directly because the address does not exist or does not accept messages. New attempt, new address, same result.
example, what the f....
And then comes the low point: Microsoft’s own AI eventually advises to send a letter. A letter. With a stamp, you know that’s a thing you used to lick and now stick on a piece of paper and that paper has more paper inside, and in that paper, you say what the problem is so that a 'real MS person' sees this..... BUT WTF!!! I am just getting angrier!!!
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This is not an incident, this is how the system works. On the front end, everything is perfectly arranged. If you have to pay, there is no friction. Invoices arrive on time, payments are processed and if you are late, consequences follow immediately. But as soon as Microsoft has to refund, that perfection completely disappears. Then there is no button, no route and no owner. Then you are the problem.
And that is where it goes wrong. Because this is not just about €2,131.05, this is about how a company deals with customers who leave. About how you end a relationship. You are allowed to come in, you are allowed to pay, you are allowed to scale up — but try to leave neatly.
If a company that can build everything — from AI to global cloud infrastructure — cannot solve this, then it is not a technical problem. Then it is a choice.
And then there is really only one question left: how on earth do you get your money back?
We have tried everything. Portal, phone, AI, email. To the point where a letter with a stamp is given as serious advice.
So hereby: is there anyone at Microsoft who reads this and simply says “we will solve this”? We have worked together for years without hassle. The only thing we ask now is that same level — but then once back. €2,131.05. That is all. And an end of a relationship I would always let go smoothly because you always want your EX to speak well of you (pancake)
pb@pb.nl
For Microsoft. Or for someone who does understand how this should be.