Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

6,473 total complaints in the last 3 years.
2,907 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:04/22/2026
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.
I am filing a complaint regarding Microsofts forced integration of Microsoft Copilot into Windows and Microsoft 365 products.Microsoft has embedded AI features into software I already purchased or licensed through automatic updates, often enabled by default and without meaningful opt-in consent. In many cases, Copilot cannot be fully removed or permanently disabled, effectively forcing users to accept AI functionality in order to continue using the products.This raises serious concerns, including: Lack of informed and affirmative consent Unclear and insufficient disclosure of how user data is accessed, processed, or retained Inability to fully disable or remove Copilot and related background services Material changes to purchased products after the fact Deceptive presentation of AI features as optional when they are not I did not agree to have AI tools embedded into my operating system or productivity software, nor did I consent to expanded data processing beyond the original scope of the products I purchased.Requested Resolution:I am requesting that Microsoft provide a complete and permanent opt-out, allow full removal or disabling of Copilot without loss of core functionality, clearly disclose all data usage related to AI features, and restore non-AI versions or modes of affected products.I am seeking acknowledgment from Microsoft and corrective action to restore consumer choice, transparency, and product control.
Business Response
Date: 04/22/2026
REMOVED,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concerns about Microsoft Copilot.

Copilot and related AI features are integrated into Windows and Microsoft 365 as part of Microsofts ongoing product development. At this time, Microsoft does not offer a complete or permanent removal of Copilot, nor are non-AI versions of these products available once features are integrated. While some settings may allow limited control depending on the product and configuration, full removal or rollback is not supported.

Microsofts data handling practices are governed by the Microsoft Privacy Statement and applicable product documentation. your feedback has been documented and shared internally for consideration; however, product design changes cannot be made on an individual basis.

As no further action can be taken, this response represents Microsofts final position on this matter and this case is closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/23/2026

Hi BBB,
I have received the response and understand. While I don't agree, I do accept the response. Am I allowed to legally share this information publicly? The use of sharing is not for defamation or derogatory reasons. There were some questions on some online forms that I have the ability to answer with the information given by the company.
I'm satisfied with the business's resolution to the complaint ID REMOVED.
I appreciate the facilitation of this process!
Thank you.

REMOVED
Initial Complaint
Date:04/20/2026
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.
Hello, my account REMOVEDchanged to REMOVEDhas been hacked on august 22nd 2025. I contacted Microsoft support to recover my account but they ended up only suspending it after determining that unauthorized access occurred and confirming that I was the legitimate owner (see attachment "Suspension notification").Then, I contacted Microsoft support again to get my account back but they were unhelpful. They told me to fill the REMOVEDform which never worked despite my numerous attempts. After that, I contacted Xbox support and they told me that I could get my games transferred to a new account by filling the form at REMOVED. I filled that form several times and received tickets (see attachment "Xbox transfer form ticket attribution 1" (SIR REMOVED) and attachment "Xbox transform form ticket attribution 2" (SIR REMOVED)) but they gave me the same generic message saying that they could only suspend my account ! (see attachment REMOVEDResponse outcome" and attachment REMOVEDResponse outcome") I am submitting this complaint to finally get back access to my data and digital products that I paid for! (for example, the Minecraft account linked to my compromised account)I would like to get in touch with a senior agent of Microsoft account recovery team so I can prove my identity and get my account back. I thank you in advance for your consideration and I look forward to your response so we can work toward my account recovery.Regards,REMOVED
Business Response
Date: 04/21/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
Based on our review, we confirmed that you submitted the account recovery form; however, you did not pass the validation, and account ownership could not be confirmed. As a result, we are unable to provide further assistance with this request, and this case will be closed.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 04/22/2026

Complaint: 24765305

Hello,You never gave me the opportunity to fill any form nor do anything to validate my ownership since the beginning of my complaint.I ask you to allow me to prove my identity as rejecting me without any chance at validation is really unfair...I look forward to your response and I wish you a good day.Regards, Joshua
Initial Complaint
Date:04/19/2026
Type:Billing 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.
I had a recurring payment with Microsoft for Microsoft 365 for $99.99 a year. Last October, I purchased a new computer due to Windows 10 no longer being supported. We discarded the old computer and I purchased a Windows 11 computer. I had a problem trying to switch the Microsoft 365 over to my new computer and I ended up purchasing a new subscription and I paid $99.99 on 12/6/25 for one year. On 4/2/26 I was charged again for $99.99. I contacted Microsoft and did an online chat with REMOVEDon 4/7/26 and my request number he gave me was REMOVED. We discovered that the issue with the 4/2/26 charge, was that this account was set up under an old email address. The email address was REMOVEDI retired from the REMOVEDin 2021 and this email is no longer valid. REMOVEDwas very helpful and he had me check a variety of things trying to access the old account. He was unable to access it and he suggested that I contact my bank and file a dispute. I went to REMOVEDon 4/13/26 and spoke with REMOVED. She collected the information about my dispute and she contacted another REMOVEDby phone while I was there. I spoke with the person (I don't have her name) and she asked for some additional information. They did a stop payment and said it would take around 10 business days to investigate. I just received a letter from REMOVEDyesterday, 4/18/26, saying that this was not a duplicate transaction and they were unable to honor my claim. I'm writing for help in this matter. In summary, the correct charge is a recurring payment for $99.99 and was charged to me 12/6/25 and the account is under REMOVEDThe duplicate charge is also for $99.99 and was charged to my account on 4/2/26 and is under my old email REMOVEDI appreciate any help in this matter and please let me know if you need additional information. Thank you.
Business Response
Date: 04/21/2026
Dear REMOVEDSites,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Microsoft 365 refund request.
Upon review, the charge you referenced was associated with a Microsoft account under a different email address (deREMOVED@REMOVED), which differs from the email addresses listed in your escalation.
As a one-time exception and in accordance with our refund policy, we were able to locate the subscription, cancel it, and issue a refund of $99.99. Please note that while refunds are typically processed within 35 business days, it may take up to 30 days for your financial institution to reflect the credit.
As the issue has now been resolved, this case is considered closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/21/2026

Hello BBB,

I have received the information you sent and I'm satisfied with the business's resolution to complaint ID REMOVED.
Thank you very much for your all your help to resolve the problem.

Thank you,
REMOVEDSites
Initial Complaint
Date:04/19/2026
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.
The money that was refunded to my microsoft account is gone. This was a refund from a BBB complaint. They indicated that the money had no expiration date, but it is gone. They indicated that they put it in my bank but when they gave it to me, they said I had to use it at Microsoft only and could not put it in my account. They also indicated that they don't have my bank information. The money is gone and after 2.5 hours of chat, they did not do anything but hang up. I want that money found
Business Response
Date: 04/20/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your refund request.
Please note that the refund you are referencing was issued as Microsoft account credit. This type of credit is issued with a one-year validity period and must be used within one year from the date it is granted. As the credit was not used within this one-year timeframe, it has expired.
Once Microsoft account credit has expired, it cannot be reinstated or reissued. For this reason, no further assistance can be provided regarding this matter and this case is closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/20/2026

Complaint: 24764649

I am rejecting this response because: i was told it would expire. The support desk did not help me to make a purchase for the mouse and keyboard. I want my monies back for the faulty purchase and for lack of indicating that it would expire. I was told it would not

Sincerely,

REMOVED
Initial Complaint
Date:04/17/2026
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.
This complaint is being filed because I was falsely suspended by Microsoft off of their platform.I havent done anything wrong and I believe my suspension should be lifted and my account reinstated.I tried making multiple tickets with Microsoft support, but I havent gotten a single reply about any clue why I'm got banned.All my data in onedrive can't access anymore.These were usually automated responses, without someone actually looking at the ticket or taking any action.
Business Response
Date: 04/17/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the suspension of your business account.
To allow us to review this matter further and assist you appropriately, please provide the support case number(s) you previously submitted.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/17/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:04/16/2026
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.
My Microsoft account has been hijacked, and the hacker immediately changed my primary alias and switched it to a foreign email address (ending REMOVED).I immediately contacted Microsoft and Xbox support. I provided clear proof that the account belongs to me, such as my hardware ID and other evidence. Support reviewed and investigated the case, and they confirmed that the account had been accessed without authorization. However, they refused to restore the account to my ownership. They admitted that the account was hacked, but instead of doing anything, they simply told me to create a new account and repurchase everything. I simply lost all of my things ( Minecraft account, onedrive files...) Its worth noting that 2FA is disabled on the account. But even after filling out all the support forms, they refuse to return the account to me. I request that a Microsoft Level 3 agent review the evidence proving that the account is mine and transfer the account back to my ownership.
Business Response
Date: 04/16/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
To proceed, please visit the Account Recovery form at the link below and submit the information required to verify that you are the rightful owner of the Microsoft account:
REMOVED
This form is the only supported method to regain access to a Microsoft account. You may submit the form up to two times per day. When submitting, please ensure that you provide accurate and complete information, including details that may not have been provided in previous submissions.
Please note that each submission is reviewed by a member of Microsofts Security team. If the account recovery validation is unsuccessful, or if the form is not submitted, Microsoft will be unable to take further action on this request and the case will be closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/16/2026

Complaint: 24755526

I am rejecting this response because:
As I mentioned earlier, my account was hacked. Ive also mentioned that Ive submitted several forms like this one, but Microsoft keeps rejecting them. Im requesting a Level 3 Microsoft agent to verify the evidence proving that the account is mine. I have plenty of emails to prove this, along with a lot of other evidence.

Sincerely,

REMOVED
Initial Complaint
Date:04/16/2026
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.
Microsoft is selling all sorts of digital software on its XBOX platform for large amounts of money with the average cost being between $30 and $60 USD with some purchases even exceeding over $100. Sometimes, and more often than it should, those purchases are for falsely advertised software that does not operate as stated and although Microsoft offers an option to request a refund, it is operated by an algorithm that is designed to automatically deny the refund request leaving customers with expensive, broken unwanted products to which they can never recover their investments while Microsoft is turning millions in profit. This is a major problem and this needs to be investigated!
Business Response
Date: 04/22/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding digital purchases and the refund experience on the Xbox platform.

Microsoft understands that customers expect digital content to function as described and recognizes the importance of maintaining a fair and transparent marketplace. To support this, Microsoft provides refund eligibility guidelines and self-service refund options designed to balance consumer protection with the unique nature of digital content, including immediate access, usage, and licensing considerations.

Refund requests are evaluated based on established criteria outlined in Microsofts Digital Store policies, which take into account factors such as purchase history, usage, time since purchase, and applicable consumer protection requirements. While automated systems are used to ensure consistency and scalability across a global platform, these systems are designed to operate in line with published policies and do not override those standards. A refund being declined does not indicate intent to deny valid claims, but rather that the request did not meet the applicable eligibility conditions at the time of review.

Microsoft continuously reviews platform feedback, policy effectiveness, and customer experiences to identify opportunities for improvement. Concerns raised by customers are taken seriously and are reviewed internally to help inform ongoing enhancements to products, services, and support processes.

Customers are encouraged to review product descriptions carefully prior to purchase and to submit refund requests promptly if an issue is encountered. Additional information regarding digital purchase terms and refund eligibility is available at: REMOVED

We appreciate your feedback and the opportunity to address your concerns.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/22/2026

Complaint: 24754316

I am rejecting this response because: Microsoft is essentially validating my claim. You cannot sell a defective product to consumers and simply deny any reimbursement of the product does not operate as intended. Microsoft's iron clad refund policy is the real heart of the issue here as it effectively washes out any opportunity for customers to explain what the issue is let alone have even the slightest chance and recovering the hundreds of dollars spent on a sight unseen software that does not perform as advertised.

Sincerely,

REMOVED
Initial Complaint
Date:04/15/2026
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.
My pc was recently infected with a trojan that Microsoft themselves were unable to detect on my PC, the hacker managed to lock me out of my Microsoft account by changing my primary alias REMOVEDto REMOVEDBecause I did not have two step verification or any recoveries, this was easy for them to do. I have since secured all my other accounts which is why I am still able to access my Gmail account where the original Microsoft account was created. I went used the Microsoft account recovery form and got an automated response basically saying that they've confirmed my account was compromised "after a thorough investigation" and make a new account to rebuy everything I had on it. I want my case to be reviewed by a real person instead of a bot and for Microsoft to at least stop the hacker that is on my account from potentially seeing/using my sensitive data and banking details. This service request number for this was SIR23340464. I have attached an image of this interaction and another of proof that I have access to the original email and that it has been changed.
Business Response
Date: 04/16/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Our records confirm that you submitted the account recovery form; however, you did not pass the verification, as ownership of the account could not be confirmed. For security and privacy reasons, Microsoft is unable to provide any further assistance with recovering this account.
This determination is final, and the case is now closed in accordance with Microsoft security policies.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/16/2026

Complaint: 24753730

I am rejecting this response because: absolutely ridiculous thing to say when my account was clearly hacked, another bot response with no accountability. You guys are allowing the hacker to stay on my account and continue to reinfect my pc. I was hoping you would at least close the account, just disappointing.
Initial Complaint
Date:04/15/2026
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.
My Microsoft account was compromised in March 2026 after malware on my computer stole my session information. Microsoft later confirmed in writing that unauthorized access occurred and that the attacker changed the security information on my account.Despite acknowledging that the account was hacked, REMOVEDhas refused to restore access and has stopped responding to my case for nearly a month.I am still able to verify ownership of the account with my original email address, phone number, Xbox gamertag RomanADubz, Gamerscore, device ID, old password information, and previous case numbers SIR23124486 and SIR23220023.I have submitted recovery forms, replied to Microsoft multiple times, contacted support chat, and called support, but have not received any meaningful review or response.
Business Response
Date: 04/20/2026
Dear Roman,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery.

Please visit REMOVEDto provide information necessary to confirm you are the rightful owner of your Microsoft Account.

This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/20/2026
Microsoft has already acknowledged that my account was compromised and that the recovery information was changed. However, no meaningful steps have been taken to help me recover the account.
I now have access to my original email address again, but because the hacker changed the account's recovery information, the normal recovery form has still not worked. I have already submitted the recovery form multiple times and continue to receive the same automated response. I have provided proof that I am the rightful owner of the account, including screenshots, previous support conversations, my gamertag, device information, and evidence showing I was still signed into Microsoft services on my device.
Other companies were able to verify my identity and restore my accounts after they were compromised. Microsoft is the only company that has acknowledged the compromise, but still refuses to provide any manual review or assistance beyond directing me back to the same automated form. I am requesting that Microsoft manually review the evidence I have already provided and assist me in restoring access to my account.
Initial Complaint
Date:04/15/2026
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.
My Microsoft account was hacked around April REMOVED, 2026. I discovered the issue when I was suddenly unable to sign in. When I attempted to reset the password, I found that the hacker had already changed the primary email address and made additional security changes that prevented me from regaining access.I contacted Microsoft Support on April 12, and they confirmed that the account had indeed been compromised. They instructed me to complete the account recovery form, and all communication regarding this issue is documented under ticket number 7101140829.However, after submitting the recovery form with all the requested information, I received a generic response stating that the account could not be recovered and that I should create a new one. Im confused by this outcome, especially since Microsoft Support already verified that the account was hacked and that unauthorized security changes were made. I sent a follow-up email on April 12th, and I haven't received any response from their support team. If the account cannot be recovered, I stand to lose six years worth of documents stored in OneDrive, which is a Microsoft service. These files include highly important and sensitive information that I urgently need to retrieve. Because of this, I am requesting that this matter be escalated for further investigation rather than being dismissed with a generic account cant be recovered and "Files in OneDrive are lost" message.I need Microsoft to review this case at a higher level and assist in recovering either the account or, at a minimum, the REMOVEDassociated with it.
Business Response
Date: 04/16/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concern.
To verify ownership of a Microsoft account, you must submit the account Recovery form available at:
REMOVED
This is the only available method to request recovery of a Microsoft account. The form may be submitted up to two times per day, and we recommend providing information that was not included in previous submissions.
Please be advised that each submission is reviewed by Microsofts security team. If the verification requirements are not met, or if the form is not completed, Microsoft is unable to provide further assistance with account recovery. In such cases, the decision is final and the case will be closed in accordance with security policy.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/16/2026

Complaint: 24752418

I am rejecting this response because I cannot submit the account recovery form, as it gives me an error stating that the Microsoft account does not exist. Since the hacker replaced my email address with their own, my email is no longer recognized by Microsoft. As a result, Im unable to complete the form youre asking me to submit because it will not accept my information. Ive attached a screenshot as proof of the error.

Sincerely,

REMOVED

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Microsoft is NOT a BBB Accredited Business.