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

Customer Complaints Summary

5,141 total complaints in the last 3 years.
2,056 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.

Initial Complaint
Date:05/09/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
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:
AnsweredMore info
Complaint statuses
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
Initial Complaint
Date:05/08/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
On January 20th, 2022 I purchased LEGO Star Wars:The Skywalker Saga Deluxe Edition digitally through the Microsoft store for $74.89 (Order number **********). Sometime in February, I saw stores advertising a ******************** to come with the deluxe edition, like GameStop, **************** Amazon, and other retailers. After seeing this, I contacted Microsoft support on February 22nd, to see if I would be getting a Minifigure with my digital order of the game (if not I would have canceled the preorder that day), and at 10:16 am on February 22, I was told that after the release of the game I would receive an email asking for my shipping address so that I could receive the Minifigure. Now that I had been told by a Microsoft employee that I would receive the Minifigure I did not cancel my preorder. About a month goes by after the game is released. I never received an email, so I contacted Microsoft support asking why I had not received an email yet. Microsoft told me that the Minifigure does not come with the digital version. I explain to them if their Microsoft employee had not misinformed me about the Minifigure I would have canceled my preorder on February 22 which was 62 days before the release of the game (April 5th, 2022). They told me that they were sorry I was lied to but there was nothing that they could do. I tried resolving this again on May 8th, 2022 by talking to another support agent who told me the same thing so I contacted their supervisor and they also said that there is nothing they can do. All I am asking for is either the Minifigure to be shipped to me, a physical copy of the deluxe edition be shipped to me or a refund so that I can buy the deluxe edition myself.
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 Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1539120795 .

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/19/2022

Complaint: 17178971

I am rejecting this response because:They did not resolve the issue Sincerely,

*******************************
Business Response
Date: 05/27/2022
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After reviewing your complaint and recent service request SR **********we see that our Advanced Capabilities Support Advocate ************** has been working with you on this issue. Unfortunately, we are unable to move forward with your refund. The purchase was made outside of our refund policy. At this time, we are forced to close this request.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/02/2022

Complaint: 17178971

I am rejecting this response because:

Sincerely,

*******************************
Customer Answer
Date: 06/06/2022
They did not offer any resolution.
Initial Complaint
Date:05/08/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
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 purchased a subscription to Microsoft, but have not been able to access my account or any of the services I had paid for. I have pursued may avenues (Microsoft's automated online tech support, automated phone, 1 representative via email) and they will not cancel my subscription or allow me to log in to access the service I had paid for (I have not been able to log in since December 2021).Microsoft is still invoicing me and will not cancel my subscription but they have not provided service since 2021. They have ignored my emails requesting help and have sent me to phone numbers that are not in service but listed on their invoice for support. I had previously opened a claim with BBB (********) but the claim has not resolved by Microsoft months later and they are still trying to **** me for services they have not delivered. I want a cancellation of my subscription.
Business Response
Date: 05/16/2022

Hello April,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account log in and subscription 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 1539121484

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:05/08/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
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.
Xbox live has been down for over two days cant even get a call back they wont respond on ******* or email! I pay significant amount of money a year for gaming and console this is ridiculous
Business Response
Date: 05/16/2022
Hi ***********************

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 05/16/2022

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:05/07/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
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.
The Microsoft servers have been offline for over 30 hours at this point and I cannot play games that I have supposedly purchased. These games are fully paid for and should be able to run without any servers yet they still don't work. This surely has to be some sort of breach.
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 Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1539115979 .

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/07/2022
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
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.
Tried to download HEVC Video Extensions from the Microsoft Store in order to open HEIC image files. When paid for the $1.35 extensions twice, (once on my wife's account ********************* and once on my own account ********************* the extension wouldn't download and it gave me a error message code: 0x80072EFE which has no further support options.
Business Response
Date: 05/12/2022
Dear Ben *************************** you for contacting Microsoft thru The Better Business Bureau. After reviewing your complaint and account information, I decided as a one-time exception for the inconvenience experience, to process a refund for ****CAD from both accounts. Generally, refunds will be received back into your account within 72 hours, however, could take up to 30 days depending on your financial institution's individual policies.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/12/2022

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,

Ben Miu
Initial Complaint
Date:05/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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 lawfully and leagally purchased TWO xbox products over the last couple years. I retain BOTH consoles in my home. Their policy of only allowing ONE console to be my home console prevents me from playing my lawfully purchased digital games on my console when they have issues. This has occured several times now. Customer support is non existent and I am seeking a reprieve. My console is currently online, and I have the ability to join parties but when i go to play my games it tells me i need to be online. This MUST BE FIXED!
Business Response
Date: 05/13/2022

Hello ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox concern. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 1539037239
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:05/07/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
Purchased Item was never received from the Business and every time I call to try and resolve the issue I am hung up on.
Business Response
Date: 05/12/2022
Dear *************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your order. 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 order and more details about the product purchased.

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:05/07/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
Being charged two times a month for a 1 time monthly payment and refused to refund the money. Called last month was supposed to cancel subscription (didn't) called today said they can not and will not refund my double charges because it's been over a month and they already refunded this month even though I've been paying for something I've never received and told them before they refunded me this month that it's been across multiple months.
Business Response
Date: 05/13/2022
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 1539042804 .

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.