As a New Zealand citizen how do I escalate my subscription issue to them

I am writing to formally escalate an unresolved billing issue concerning my Microsoft 365 subscription, which I believe represents a clear failure in Microsoft’s billing and subscription management processes rather than a standard refund scenario. Under the New Zealand consumer law, Microsoft is in breach of that.

For clarity, the sequence of events is as follows:

• On 19 February 2026, I purchased a Microsoft 365 subscription for NZD $179, covering a full 12-month period.
• On 21 May 2026, I upgraded to a Microsoft 365 Family plan and was charged NZD $229 for the new subscription.
• I was later informed that the Family plan charge (NZD $229) has been refunded.
• However, following this refund, my subscription was cancelled entirely, and the value of my original February purchase was neither transferred nor preserved. [2nd Transs...soft agent | Word]

As a result, I am now left in a position where:

• I have paid NZD $179 for a 12-month subscription,
• Approximately three months of service have been consumed,
• The remaining value has been lost,
• I currently have no active subscription, and
• My request for either reinstatement or a pro-rated resolution has been declined on the basis of policy limitations. [2nd Transs...soft agent | Word]

This outcome is not consistent with the explanation provided by your team that, during an upgrade, the remaining value of an existing subscription is preserved and carried forward. Instead, the process has resulted in the complete loss of a valid, paid entitlement. [2nd Transs...soft agent | Word]

I want to be clear that this is not simply a request for a refund. This is a service entitlement issue caused by:

1. A full upgrade charge being applied,
2. A subsequent refund of that upgrade, and
3. The failure to reinstate or preserve the original subscription value.

Additionally, I was advised to consider raising a dispute with my bank. I do not consider this an appropriate resolution, as the issue originates from Microsoft’s systems and processes, not from an unauthorised or disputed charge.

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