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Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 5,139 total complaints in the last 3 years.
    • 2,061 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/12/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Microsoft enforcement is acting in bad faith, banning accounts that even remotely attempt to defend themselves against bullying and toxic people. Then when you appeal they say no approval and there is no existing way to contact support. I pay this amount of money for my console and account and I risk losing it all because Microsoft won't allow its members to defend themselves as well as invade the privacy of account holders trying to make it safe for kids to play rated m games by banning people for saying things that the character can say but you can't. It's disgusting and bias.

      Business Response

      Date: 05/17/2022

      Dear *******************************,


      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned account. We are unable to verify your account or locate a service request associated with the information provided in your claim. [Add comments that will help customer provide info we need to research further. Please provide the Microsoft Account email address associated with the account.


      If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  


      If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.


      Sincerely,


      Microsoft Corporation

    • Initial Complaint

      Date:05/12/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This is pertaining to another complaint filed with the BBB. Around the first of May, I initiated a rebate from BING/Microsoft. The funds were supposed to be sent to PayPal. I have the transaction ID, emails, and other documentation to prove my case. PayPal denies ever receiving the $25 rebate and after opening a support ticket with Microsoft they simply decided to close the case by absolutely providing NO resolve and NO contact was made other than untimely auto-response emails. I'm offering the money to God but as for the lack of integrity and unprofessional approach from two of ********* leading companies I refuse to waiver on filing complaints, disputes, and other community forum inserts...!!

      Business Response

      Date: 05/17/2022

      Dear *********************

      Thanks for contacting Microsoft thru the Better Business Bureau. After reviewing your complaint and recent service request (SR **********) we see that ******* from Microsoft Rewards Support has contacted regarding PayPal denying ever receiving the $25 rebate, however as on our records is shown that the transaction # bd90bc5a-5377-49dd-b4f7-a443df6565cf was successfully shipped, youve mentioned that you would like other options to cash out rebates as PayPal is not secured. I know how important it is for you to keep your information secured and get your rebates. As of the moment, we do not have any option of changing the mode of payments in Microsoft Rewards rebates.


      We understand this is not the resolution you had hoped for but we stand by the resolution provided by advocate *******.


      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 05/17/2022

       
      Complaint: 17197108

      I am rejecting this response because: This is not customer service..!! Youv'e provided NO resolve to the matter and are just "passing the buck."  I garauntee no one even investigated the incident  All someone did is use the information I sent over and reworded a response and struggled with that. I told BBB and the support agents at Microsoft they cannot confirn the tranaction at PayPal.  I'm tired of doing the leg-work big companies have employees they pay to do...!!  This is another example Microsoft doing absolutely nothing except having some third-party uneducated immigrant type up a two sentence response.  "No" should NEVER be what you tell a customer who's having any kind of issues.  This coming from a corporation who supposedly led the way in information technology and computer sciences. I won't be using the services offered by Microsoft anytime soon & I'll be formerly complaining and leaving written reviews to ensure you understand I won't be pushed around.  Until the $25 is returned to me and in my possesion this back and forth banter can continue...!! I'll get the compensation either way.  Very unprofessional....


      *********************

    • Initial Complaint

      Date:05/12/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I mistakenly purchased the same laptop twice on the Microsoft site in January. I returned one as directed by the Microsoft agent and despite confirming receipt of the returned laptop, I have not received a refund. I have called several times, sent a letter from my bank stating that this refund has not been received, yet, I have not been refunded. Their customer care service is really hard to get a hold of and when you do reach them, they all give different information/advice. This experience had really been frustrating and I regret making a purchase from them. My case number is **********.

      Business Response

      Date: 05/19/2022

       

      Hello Qudirat Akanji ,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 1539225647

      Sincerely, 
      Microsoft Corporation.

      Customer Answer

      Date: 05/19/2022

       
      Better Business Bureau:

      I logged my complaint on ******* as well and was contacted by a member of the team. I was told to expect a refund in 5 to 7 business days. The timeline has not elapsed yet. Thank you.

      Sincerely,

      Qudirat Akanji

    • Initial Complaint

      Date:05/12/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been having a hard time opening the program Lightroom on my computer because it says my subscription has expired but I already had purchased a yearly subscription.So I hit restore purchase and then it just says waiting for adobe server and after a while it brings me back to the main lightroom page where it says your subscription has ended renew now.So after being on customer support chat room and the phone with Microsoft for close to 3 hours, nothing was resolved. They said they would call between 9:00 and 11:00 p.m. that night, but they ended up calling at 2:30 in the morning in the next morning when I was asleep. And now after several emails to them waiting for a response. I haven't gotten anything back, not even a phone call. I could just cancel my yearly subscription and go back to the monthly but I already paid $126 for the US subscription along with several $10 a month payments for the monthly that I wasn't aware of that I won't be getting back. I just want to get the program back working so I can get back to doing my job. It's been 5 days already and I'm behind on multiple projects because of this.

      Business Response

      Date: 05/20/2022

      Dear ************************************,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Subscription issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 1539269991.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:05/12/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      email received saying thank you for confirming your order for Microsoft Defender. CAll ************ within 48 hours. No answer and no response to email ********************* $419.00

      Business Response

      Date: 05/19/2022

      Dear *******************************,


      Thank you for contacting Microsoft Corporation via the Better Business Bureau. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the charges you are disputing.


      If you have an existing service request for this issue, please update your claim with that number and we will be happy to help. 


      If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.


      Sincerely,


      Microsoft Corporation

      Customer Answer

      Date: 05/19/2022

       
      Complaint: 17193903

      I am rejecting this response because: I did not authorize this and I tried calling the number before the 48 hours and it kept telling me cannot accept calls at his time. It doesn't even show what credit card was used. I DID NOT Go AND GET THIS!!! I answered the email and it was rejected.

      Sincerely,

      *******************************

      Business Response

      Date: 05/27/2022

      Dear *******************************,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1539480775 .

      We will monitor your support case through resolution.


      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 06/04/2022

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      *******************************

    • Initial Complaint

      Date:05/11/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It pains me to have to open a BBB complaint because I am a big Microsoft fan. I have always advocated for Microsoft and their products. Building custom **s for myself and others, I always ensure they are ******* systems and was a huge proponent for XBox and ******* 11 especially. I was always of the opinion, that even the gaming controller designed by MS was superior.That brings me to my purchase of the Xbox Elite Series 1. Great controller but after awhile, the up on the d-pad stopped working properly. No big deal, I went ahead and got myself the Series 2 when it released. Well, not a month into using it and the right bumper is not responding well. I thought it was the controllers connection to the ** so didn't think much of it. After a week or so, it got worse and today it became unplayable. Instead of bothering Microsoft, I decide to look online on a fix. Come to find out, this is pretty typical and there are some ways to fix it. It is such a common issue, in-fact, it is stated the warranty has been extended to 12 months on the controller and Microsoft will refund you for any repair costs incurred. Well, I tried all the solutions that did not include removing the **B or the screws due to fear of voiding the warranty. I was forced to contact Microsoft and ask for a replacement. Not only do I have to send in the controller myself for repair and I won't get a replacement, but the rep told me that it may simply be sent back to me because I opened the face plate to try and fix it! Nowhere does it say this voids the warranty but I have to send my controller in on my dime and pray Microsoft is willing to repair it?! To add insult to injury, I asked to speak with a manager and I was told none are available. I asked for a call back and I was told they "don't do manager call backs". This is unacceptable. I was sold a defective product. I'd like a refund to buy a new controller at this point especially since they are using inferior / cheaper switches for their SERIES 2.

      Business Response

      Date: 05/16/2022

      Dear *****************************,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1539122730 .


      We will monitor your support case through resolution.



      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:05/11/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My debit card was mischarged for a product for $99.99 on 4/26/22. Once I realized the charge I tried calling Microsoft, I was on hold for over an hour and told they would look into it after asking me for every email that is associated with my family. I had to enter pass code after pass code. When the situation was not resolved with that phone call because I had to go back to work I tried investigating on line. I was chatting with a person that seemed adequately helpful still taking over an hour of my time and said they delivered information to their higher team and I would receive contact in ***** hours. I received an email saying they found the cause for the charge and to contact them back via phone or chat. And they gave me a case number to refer to. The number they proved says to reach them via the web, so I started a chat with another person who had no idea what he was doing. Again jumping through the exact hoops I had done before wasting another hour of my time. Finally received the exact same email saying they found the cause for the charge and to call back. Since I have not gotten anywhere with the phone #they provided or with the chat I looked up another number to call. I have been connected with some person in another country who has had me on hold for about an hour now and still has not solved my problem and they say they will call me back. Absolute incompetent customer service and I feel they keep you on hold so you get frustrated long enough to give up asking for a refund. I feel **** Gated is a trillionaire and can afford to have better customer service and to not outsource his company.

      Business Response

      Date: 05/17/2022

       

      Hello ***************************** ,
      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 1539150727

      Sincerely, 
      Microsoft Corporation

    • Initial Complaint

      Date:05/09/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid $200 for an elite series controller 5 months ago. The lb button doesn't function properly and the right joystick drifts.So I scratched my head trying to navigate the website, to submit a repair order. I don't want a stupid virtual assistant. I must have typed speak to a person 20 times. I also do not want to talk to a gamer!!!! I want to talk to A MICROSOFT EMPLOYEE!!!I finally managed to call and talk to a person. They helped me create the repair order and everything was good, or so I thought.3 days later I did not receive the label or hear back!!!So I emailed the support rep, who said *** never created the label. And he needed to verify the my info.After that another couple days passed and I didn't get anything so emailed him.I got this reply Hello, I was checking on this today and *** has not created the label. I will create a new order so they can send the label. I will need to get access to your account so I need to get a verification code from you. For that I need to contact you and get the code. I only need the code and then I will do the process. Can you give me a time that I can call you? My time zone is Central Time. So I told the rep ******* today. I never got the call.2 days later, they closed my case.So I now I am on hold with Microsoft, I called around 7:30pm it is now 9:48!!! (I think they closed the call center, because I am still on hold)....I have been a lifelong Microsoft customer, I am never doing business with them again. Horrible company. It used to be if you had a problem you called 18004myxbox, and now u can't even do that you have to navigate their terrible website!!!!

      Business Response

      Date: 05/17/2022

       

      Hi Matt,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 1539151120

      Sincerely, 
      Microsoft Corporation.

    • Initial Complaint

      Date:05/09/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Recently I purchased the Xbox series s, I had signed in using the same account I've had for years. After signing in the next day I had learned that I was banned from xbox live services. While trying to figure out why this had taken place on April 30, 2022 I found out the gmail address used to login to my Microsoft account was compromised. Immediately I started changing passwords for everything possible. My Xbox live account I went one step further with as I had decided to change to a different Gmail account and a new password. After not being advised as to what I had been banned for I tried with no success to understand what had happened to my account. There has been no investigation into the hacked account, there is just a permanent account ban. The answer I'm expected to be OK with is to lose everything I've spent the past maybe 25 years achieving. I had over 200 games in the cloud I will never be able to get back. I have an Xbox one x, my daughter an Xbox one and a recent purchase of the series s which all of the systems are useless to me now. I've spent so much money over the years amassing that list of games as well as my gamerscore. To be told that your account is permanently suspended and will remain so while not saying what it is I'm accused of doing, or taking into consideration the many years loyalty and good behavior on my part is very unreasonable. How is it Microsoft is able to revoke my account for actions I had no part in. How is it they're unable to help me because there is 2 step verification turned on. It needed to be turned on as my account had been compromised somehow. Microsoft has no contact information for the division that decides the fate of user accounts. I was expected to file an appeal of their decision. Which again has led to a huge loss and no rectification of the account or products purchased with the account to transfer to a new account. The series s has no time on it as I just bought it. It is of no use to me now.

      Business Response

      Date: 05/13/2022

      Dear *************************


      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account suspension. We are unable to verify your account or locate a service request associated with the information provided in your claim,please provide the Microsoft Account email address associated with the suspension to further investigate and assist you with this matter.


      If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  


      If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

      Sincerely, 


      Microsoft Corporation

      Customer Answer

      Date: 05/14/2022

       
      Complaint: 17180378

      I am rejecting this response because:

      Sincerely,

      ************************* The account that is suspended is *********************** I've had multiple claim numbers because the matter is always closed so I'm not sure I have a valid number to provide.

      Business Response

      Date: 05/17/2022

      Dear *************************,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1539156051 .


      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:05/09/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Microsoft, please CANCEL my auto draft!!!! This is my second request, second month in a row!! You are causing me additional anxiety and stress. Im at the verge of a mental breakdown. Cancel all my microsoft accounts effective immediately. Please, this is the most challenging puzzle to date.

      Business Response

      Date: 05/16/2022

      Dear *******************************,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account closure. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 1539123599.

      Sincerely,

      Microsoft Corporation

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