The Competition and Markets Authority (CMA) has launched an investigation into Microsoft’s handling of subscription plan changes for Microsoft 365 Personal and Family services. The probe examines whether customers were misled about pricing and options when new features like Copilot were added. Existing customers automatically received these features at no extra cost but faced higher prices upon renewal unless they switched plans. The CMA is assessing if communications before renewal were unclear, potentially leading customers to pay more. The investigation is separate from government consultations and uses existing consumer protection laws. Authorities in Australia and Italy are also examining Microsoft’s practices. The CMA has secured over £1.95 million in refunds and levied £6.2 million in fines using its enforcement powers. Pricing differences between Classic and updated plans are detailed in the document.
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