Microsoft Apologizes for Confusing Copilot Pricing Plan
Microsoft Australia has issued an apology after regulators accused the company of misleading Microsoft 365 (M365) users about price increases linked to bundles including its Copilot AI service. The company also offers refunds to users who signed up for the AI service unintentionally due to a faulty link.
Price Increase Notification and Confusion
Earlier reports revealed that Microsoft emailed subscribers in six Asia-Pacific countries about upcoming price hikes for M365 bundles featuring Copilot. The message suggested users could avoid the increased cost by switching to a “Classic” version of M365, yet no details about this Classic option were available online.
Issues Encountered by Subscribers
“I saw dialog boxes reading, ‘I don’t want my subscription,’ and ‘I want to keep my benefits,’ but no info about a Classic version,” noted a subscriber with a personal M365 account who attempted to find Classic plan details by re-subscribing.
This tactic reflects what is known as a “dark pattern” — a deliberately confusing design meant to push customers toward specific products without offering clear alternatives.
Microsoft’s Response
- Apologized to affected users for the confusion caused by the communication and pricing changes.
- Offered refunds to those who signed up for the Copilot AI service unintentionally due to misleading links.
“Microsoft apologizes to users impacted by this issue and is committed to clear and transparent communication moving forward.”
Author’s summary: Microsoft acknowledged misleading pricing communication about its Copilot AI service in M365 bundles and is addressing user concerns with apologies and refunds.