I signed up for the Office Live beta earlier this year in Feb. I never actually used it much - it didn't add much value for me over Sharepoint and I preferred hosting my own site considering there were somewhat private things on there. Now that the beta test is over, my account was transferred over to an Office Live Essentials package priced at $19.99 a month.

Obviously, since I'm not using the service, I decided to cancel such to avoid this monthly fee. Unfortunately, there is no way to just close the account. Instead, you have to fill out a web form which gets sent to Office Live Customer Support. A little over a week after I submitted the form (granted this was a holiday week), the fun started.

The first response came from Obo, who told me I couldn't cancel because I didn't provide an alternate email address.

Tim, are there issues that made you want to cancel your subscription with Microsoft Office Live Beta? If there are, please let us know and we will be more than willing to assist you

However, I cannot proceed canceling your account because I need you to send us an alternate email address to be able for you to receive the Domain Registration Key so that you can manage the domain yourself.

No, there are no issues with the service - I just don't need it.  I then referred Obo to a previous support thread when my domain transfer to Live.com repeatedly failed. We don't need to worry about transferring the domain, I explained, because it was never transfered and thus still managed by GoDaddy. Regardless, my Passport e-mail address is the same one I use to administer my domains, so you can just use this as my "alternate" address.

Then Alex tells me I can't cancel because I don't actually have an account.

I have checked your status and found out that you do not have an account with Microsoft Office Live. I apologize if this issue has caused you any inconvenience.

However, please forward your suggestions to our Microsoft Product Development Team. They will use your innovative ideas to incorporate them to change our services according to your requirements. Hence this feature would be incorporated in the near future.

What? They're going to incorporate my account as a feature in the near future? I'm wondering what is innovative - having an account, or being able to cancel it. Anyway, the Microsoft Billing site still shows my account as active, so I asked them to confirm that it's actually closed.

Billy cleared up some of the confusion.

You are right when you said that you account is still active. I know this is confusing thinking that you have already requested your account to be canceled. I apologize for the confusion. I must inform you that we cannot proceed in canceling your account because the last 4 digit of the credit card you have provided us did not match the last 4 digit that we have here on our end. What I am suggesting you to do is to provide us the last 4 digit of the credit card that is associated in this account.

I really want to help you in canceling your account but the system won’t allow me to do so because it is requesting for the last four digit of the credit card that is associated to your Office Live account.

I don't think I'm the one who is confused here. I requested my account to be cancelled, I was told it couldn't be cancelled, so I assumed it was still active. I'm not sure why they need my credit card even though I was signed up as a beta tester and never actually paid for the service - the credit card is just linked with my Microsoft billing account. But fine, here's the number, please cancel the account.

But no - Glenn tells me there is another problem!

Thank you for contacting Microsoft Office Live Support. Based on the information that I received, you pointed out that you wanted to cancel your account and I apologize if this issue caused you any inconvenience.

Based on your concern Tim, I reviewed your previous emails and verify your information but unfortunately, your phone number that you indicated in your first email did not match in our record, we need the phone number that associated to your Office Live account in order for us to continue canceling your account.

You can get the registry key upon canceling your account. I would like to inform you that, upon canceling your account you can get your registration key immediately for as long as you provide us enough information. However, you have 90 days to change your mind and reinstate your subscription.  The grace period is absolutely free and you can continue to use the service.  At the end of the grace period you have an option of continuing with the subscription not unless you want to cancel it immediately.

This has to be a joke right? Or did Microsoft outsource their customer service to AOL for Office Live? (And that last sentence is literally hurting my brain - "not unless").

I gave them the all of the numbers I've had in the past 10 years. How long do you think it will be until they actually cancel the account?


blog comments powered by Disqus