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

5,695 total complaints in the last 3 years.
2,371 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:05/29/2024
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.
At 6:46AM on 5/29/24 I received an email from Xbox Safety Notification indicating my Xbox account violated a guideline and so my account is banned. Turns out all household consoles were banned. My husband and I attempted to appeal but it was denied. According to them possibly unauthorized software or gaming manipulation was done. Neither my husband or I did anything wrong. We never used any unauthorized software or gaming manipulation. They are not specific about the offense and have rendered our consoles and devices useless. We have tried to contact them but there is no second appeal option, support email, customer service line, and the block the option to request a call from them from banned users. We have both had our accounts for years. My husbands account alone surpasses 15 years. Neither of our accounts have been banned before or have strikes. We have invest so much in consoles, games, downloadable content, time, and money in our gaming that it is completely unfair to block us with vague and instantiated accusations and provide us no avenue to make our case. My husbands account ******************** has been paying for online and gamepass subscription for years. All our purchased games are blocked. They cant even be transferred and our devices are also blocked making it where we cant use them for anything online. This is extremely frustrating and unfair. We believe this decision is based on something our 15 year old downloaded on his Xbox from their App Store that promised to boost his gaming yet did not work well so he deleted it. He didnt realize an app on their own store would cause such a issue. Either way please assist us in getting communication with Microsoft Xbox suppose so we can appeal their decision as we didnt nothing wrong and have never done anything to violate their guidelines in the past.
Business Response
Date: 06/05/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/13/2024
I got your message regarding my case. I apologize for not responding but I was waiting on Microsoft for a response which I just received today. My matter has not be resolved. After asking me for proof of ownership by providing them my unique id. Which I did on Thursday. I hadnt gotten anything back from them so Monday I sent a detailed message of my situation and asked for an update on where my case is in their review process. Today I got a message that indicated that the representative who contacted me cannot help me at all. She provided instructions on how to appeal their decision but completely ignored the fact that the option is not available to me. She could not answer any questions I had about the reasons why they have banned my husband and my accounts as well as the consoles. I am very upset that Microsoft has the ability to block devices and content legally purchased on accounts that made no violations of their guidelines, will not provide specific details of which violation they are basing their decisions on, and have not allowed me access to speak to someone with their enforcement team. Ill send you my messages and there response. I would like to continue my complaint and see if there is any other options. Again my husband and I have spent so much money and time in our consoles, downloadable content and games that though digitally owned we should still own as we purchased them. If they could allow us to simply transfer our purchases to a new account I would feel that is a fair exchange. I just dont see how when you purchase a game from Xbox they can take away what you personally own and be so inaccessible to escalate your situation. I hope that you can assist. This is extremely unethical.

Thank You Kindly,
*************************
**************
Business Response
Date: 06/20/2024
Dear *************************,

We understand your concerns, however as per our policies the enforcement team is the only one capable of making the decision of banning or unbanning and account/console for violation of the terms, please open a claim with them, as they are the only ones with power over this type of issues. We thank you for your patience and understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/16/2024
I got the last email from you stating that my case was being closed. I know it's been some time. I personally needed to take a step back at that time as my frustrations were very overwhelming. I am still very upset and in disbelief in the lack of assistance from Xbox. Prior to your last message I followed the advice of one of their representative and established a new account just to schedule a call to speak with someone over the phone. I ended up speaking to 3 people and it was absolutely awful. The 1st one gave me a number for their "legal" department which wasn't a working number. When I called the number I was put through a loop that only offered to text me a link to their website. When I scheduled my second call the first representative escalated me to her "manager." This person besides being incredibly rude offered absolutely no help before hanging up on me. I do not agree or see how a business such as Microsoft can establish an enforcement team with so much power over their clients such as the ability to make consoles worthless and strip a customer of all purchased content yet have no method of contacting them beyond the initial limited option to appeal. Crazier to me that no one in Microsoft customer service can assist or even contact a department in their own company. I just don't know what else to do. This has had a major impact on my family. We have 4 xbox consoles in our house that we can't even sell due to the block. We don't have resources to replace what had been taken from us. I feel that this should not be legal. It certainly isn't good business. Idk if messaging this to you helps any but this hasn't been resolved. Even with the assistance from you getting representative to email me but they have no ability to assist. How is it that not even the bbb can get in contact with this elusive enforcement team? It is wrong. Microsoft owes better service and more transparency to their customer base than what I have been experiencing.

Thank You Kindly,

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

**************
Business Response
Date: 07/19/2024
Dear *************************,

We sincerely apologize about the issues that have been appearing along the way,unfortunately the only way to continue to fight this block on your consoles is by contacting enforcement, we acknowledge that you are in disbelieve and that you may have lost trust on our customer service. Our enforcement team follows our terms of service and policies to maintain a positive gaming atmosphere. We recommend submitting your claim once you're feeling better.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/19/2024

Complaint: 21777560

I am rejecting this response because:
I have attempted numerous times to contact Microsofts enforcement team but have had no success. I dont understand how I am expected to contact a department in your company that even the multiple microsoft customer service representatives Ive spoken to have no ability to contact anyone within the enforcement team. After submitting the initial appeal I have been not been able to request my situation to be re-reviewed. Ive emailed, Ive called, I even created a new account in an attempt to talk to someone and nothing has worked. Ive been told there is no email or phone number available to reach someone that works in the enforcement team by your own representatives. Ive spoken multiple times with the bbb and they too have not been provided sufficient information to contact this department directly. It is atrocious that Microsoft is not providing reasonable and transparent guidance on how to actually get in contact with this department besides telling me that is what I have to do. So I reject because again this response is neither helpful or constructive. Companys have a responsibility to their clients to have fair practices and all Ive been given since 5/28 is a run around. Everyone Ive spoken to has told me the same thing, contact the enforcement team but not one has have offered me an effective way of doing so. It feels that I am being stonewalled into dropping my complaint due to the lack of support offered, stress of the whole ordeal and the considerable amount of time it has taken to get no where in accomplishing the task of talking to someone in the enforcement team at Microsoft.

Sincerely,

*************************
Initial Complaint
Date:05/29/2024
Type:Customer Service 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 paid around $2000 towards this company and over a simple mistake they made my devices unusable and I cant play the games I own and cant play online this also affects everyone in my household as they cant use their devices after my mistake causing them to lose money of the ban on their consoles. I simply ask for them to reverse the ban as I have learned not to crash the game anymore. Now I want Microsoft to get rid of our bans immediately as I have learned from my mistakes and I use my console as a job and this should not be allowed and I want my ban reversed as soon as possible
Customer Answer
Date: 05/29/2024
Also needs to console unban ********************
Business Response
Date: 06/04/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/05/2024

Complaint: 21776312

I am rejecting this response because: They arent responding and I need them to unban my consoles because they basically robbed me out of $3,000 they need to respond to.

Sincerely,

***********************
Business Response
Date: 06/10/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** has been working with you on this issue. Please wait for the investigation to be concluded and shared to you.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/10/2024

Complaint: 21776312

I am rejecting this response because:
I need my console for my job I was doing a glitch for educational purposes and got banned permanently and so did my family and they did nothing wrong
Sincerely,

***********************
Business Response
Date: 06/17/2024
Dear ***********************,
Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your recent grievance. We appreciate your feedback and take all customer concerns seriously.

After a thorough review of your complaint and service request number **********, we found that our Tier 3 advocate, *****, had been actively assisting you with this matter. I can confirm that the case has been closed, as a resolution has been provided.

We understand that the outcome may not align with your expectations. However,please rest assured that the issue was fully investigated. Microsoft remains committed to upholding Xbox community standards and ensuring the security of our users.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/29/2024
Type:Customer Service 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 had my Microsoft account and email/outlook, since about 2004/2005. Most recently, something terrible has happened to some extremely important emails suddenly going missing. I of course talked with Microsoft support on several occassions, to which I was guided through several troubleshooting steps. I was able to recover approximately ****** deleted emails, which occur before and after, the missing emails I need. Despite this, Microsoft has no explanation as to how this happened and cannot even help me further. I can't believe this has happened, and these emails are extremely important and will be needed for future reference (I do not wish to state the reason publicly, but it is extremely important). I cannot understand how this happened, I would have never deleted these emails. Also, emails I DID delete, all show up, except for these emails. I pay regularly for Microsoft services. This incident also concerns me that other important files or documents, may suddenly go missing, and I won't receive any help to get a real solution, in recovery. I want Microsoft to look into this further, and figure out how to resolve this problem, as Support has basically told me "nothing can be done". Outrageous.
Business Response
Date: 06/05/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/06/2024

Complaint: 21774376

I am rejecting this response because:
I received an email this morning for the referenced case number that was provided ***********), and that the "service request" was closed as of "6/062024 2:20 PM UTC".
There was no further explanation or information given in the communication. Based on this, I cannot accept this as a resolution.

Sincerely,

***************************
Business Response
Date: 06/10/2024
Dear ***************************,

We are sorry to hear this, we have investigated the case and see that the case was passed internally to the correct department, we thank you for your patience and understanding.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/29/2024
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 was online with a agent for hours trying get acess to my game tranfered from my old account that for got the password to and put them on my new account. he told me he had to expadiate it i was fine with that so i called today and they told me they not allowed to do that. one of these agent is lieing and i about to *** for price of my 6 games .
Business Response
Date: 06/04/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/04/2024

Complaint: 21774353
That the same shot they been telling for a week on the phone. Either the give ,y game or the money to get them again or I will sue
I am rejecting this response because:

Sincerely,

***********************
Business Response
Date: 06/10/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** is working with you on this request, please continue cooperating with our agent so we can reach a resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/28/2024
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 owned Minecraft for years. I used to play it on a regular basis but was unable to in the last two years because of moving and life changes. I just tried to log on and Microsoft has taken away access to the game under the guise of migrating accounts. Now the account I've used for many years is gone and I had to buy the game again to be able to play.
Business Response
Date: 06/04/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we were able to confirm theres no further assistance we can provide for this case as our agents have stated it is no longer possible to migrate unmigrated accounts or make the move as the migration process has ended and Minecraft Support will no longer assist with account-related questions. We understand this isnt the resolution you had hoped for, but we stand by our advocates resolution as theres no further assistance we can provide.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/05/2024

Complaint: 21772229

I am rejecting this response for several reasons:
1) Microsoft isn't saying they can't, they're just saying they won't. The account in question clearly still exists. I can look it up through several remaining sites, and the player name associated with the account is still considered to be in use by Microsoft's own servers.
2) This isn't even a response to my request. I didn't just ask for the migration, I asked for a refund for having to buy something I already own. There was no mention of that at all. I've owned this game since before Microsoft did. I can provide my original transaction ID if necessary. It is unjust that they can decide I have to buy it from them again.

Sincerely,

***********************
Business Response
Date: 06/11/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we stated on our previous response, Minecraft Support have stated it is no longer possible to migrate unmigrated accounts or make the move as the migration process has ended. Regarding the refund request, we cannot provide a refund for this product as its clearly out of our 30-day window to request refunds. Once again, we understand this isnt the resolution you had hoped for, but this is based on our policies and procedures, and on the Minecraft Support stance.

This complaint will remain closed, and no further concerns will be answered regarding this matter as theres no further action that can be taken on our side.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/13/2024

Complaint: 21772229

I am rejecting this response because:
It's clearly not applicable to the current situation and I suspect the representative didn't even read the complaint before responding to it. I am not asking to return the game.
The issue is that Microsoft took away access to software I've provably owned for over a decade. Because of their actions, I had to purchase the software again to be able to keep using it. That should not have happened. I'm asking them to reimburse me for that purchase I should not have had to make.
If it matters, that new purchase was within the past 30 days, but again I'm not asking to return the game I'm asking for reimbursement for needing to buy it a second time in order to keep playing it.

Sincerely,

***********************
Initial Complaint
Date:05/28/2024
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 purchased an extended warranty plan called 'Microsoft Complete' for a device (Surface Pro 9) I purchased last year (warranty purchase date: Apr 14, 2023). This plan extends the warranty of the device for up to 3 years. So far, I did not have the need to make any warranty claims.According to the Microsoft Complete contract (available on ******************************************************************************************************************************************************* , also attached a pdf here), the warranty plan can be cancelled at any time. If it is cancelled after 30 days, the original purchaser (which I am) gets a prorated refund for the remaining duration of the plan. Below is the contract terms on cancellation section:"CANCELLATION You may cancel this Contract at any time by informing the Administrator orally or in writing of Your cancellation request. NOTICE: The following cancellation provisions apply to the original purchaser of this Contract only. NO CANCELLATION FEE APPLIES.IF YOU CANCEL THIS CONTRACT:...2. After 30 days from the Contract purchase date, You will receive a pro-rata refund of the Contract purchase price paid by You, minus any Claims paid by Us (except in *******, ***************** where Claims deduction is prohibited)."Recently, Microsoft announced new version of the Surface products which I was planning to upgrade to by trading in my device. So I contacted their support to get this prorated refund. I had to make repeat attempts (most recent case number: **********) and get escalated to a higher department, only to be finally be rejected for my refund request without any clear explanation. I got no response when I stated the above policy. Looking online, I may not be the only person getting this experience, here's another thread: ******************************************************************************************************************** am not sure why there is a disconnect between the support and the policy.
Business Response
Date: 06/04/2024
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request 7041989480,we see that our Tier 3 advocate ***** had been working with you on this issue. Upon checking, I was able to confirm this case was closed as our agent confirmed the correct information was provided, after a carefully investigation we cant process with your request.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/04/2024

Complaint: 21771166

I am rejecting this response because:
The referenced support case was "resolved"/closed on an incorrect assumption that Microsoft Complete warranties are not cancellable after 30 days. While in fact, according to the Microsoft Complete policy contract (re-attached again), the policy can be cancelled at any time by refunding the pro-rated amount for the unused portion of the policy. I responded the same to ***** (or whichever advocate that sent the email, it wasn't signed; I also re-attached my email response) but I have never heard back. In other words, my support case was summarily closed without even consulting the policy in Microsoft's own published contracts or offering a proper explanation to my question.
Mircosoft's response to this complaint via BBB has continued the same disappointing pattern by not trying to understand the root cause of the issue. I no longer wish to pursue this complaint further but after this interaction, I will certainly be very hestitant to purchase any Microsoft products in the future and will advise anyone I can about the disingneious contract policies associated with Microsoft Complete.
Sincerely,

*******************************
Initial Complaint
Date:05/28/2024
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.
Microsoft Windows 11 is unable to read CDROM, but installing old driver from Windows 10 is too difficult for layperson, and especially for the elderly.
Business Response
Date: 06/04/2024
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,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 **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/28/2024
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.
On 01/19/24 we purchased a snowblower on line from *****. we were offered a 6% cash back from Microsoft Rewards. After checking out. Microsoft Rewards account a month later, we had not received it. We wrote them and received an e-mail back from *** whooshed for more information, ( where purchased, purchase price, date, order# and a copy of receipt). We sent all of that to her that day. Since then we have received what looks like auto generated e-mails saying the same thing, ( sorry for the ****, we are actively working to resolve this and will get back to you soon). If we write again, we get that e-mail and also receive them randomly. It has now been 4 months and Nothing. We have never had a problem with getting any Microsoft rewards and don't understand what the delay or confusion is. We would really appreciate an answer and to have this resolved.****** and *******************************
Business Response
Date: 06/04/2024
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/04/2024

Complaint: 21769586

I am rejecting this response because:
This is the same response we have been receiving from them for the last 5 months with nothing being resolved.

Sincerely,

*****************************
Business Response
Date: 06/10/2024

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

We are sorry for this problem, we have created a new case for you, please watch your email inbox or phone for our agents message. New case number **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/10/2024

Complaint: 21769586

I am rejecting this response because:
Nothing has been done,
Sincerely,

*****************************
Business Response
Date: 06/18/2024
Dear *****************************,

We are very sorry to hear about this, we are going to investigate the case to see the actions taken, please check your email for any emails form our agent.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/18/2024

Complaint: 21769586

I am rejecting this response because:
NOTHING has been done. Same response for the last 4 months.
Sincerely,

*****************************
Business Response
Date: 06/28/2024
Dear *****************************,

We have checked the case opened on your behalf, and can see that our agent is in contact with you and working along with another team in efforts to resolve your issue as fast as possible, we appreciate your cooperation,patience and understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/28/2024

Complaint: 21769586

I am rejecting this response because:
Their answer has repeatedly been the same for the last
5 months. No resolution. Just , we're working on it and thanks for your patients.
Sincerely,

*****************************
Business Response
Date: 07/04/2024
Dear *****************************,

We acknowledge the delay in resolving your issue and appreciate your patience. Please be assured that we have escalated the matter to ensure a timely solution, and we encourage you to maintain communication with our support team.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/04/2024

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.
We feel it took way too long and in the end we did not receive what we were promised but simply tired of fighting for it. That's on Microsoft.
Sincerely,

*****************************
Initial Complaint
Date:05/28/2024
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.
I have had Microsoft 365 since 2017. I have used the software for personal and office use. In 2018, something happened with the login, and I was not able to access my programs, so I had to create a new account. I then paid for another year of membership while having the other membership active. In 2019, I had an issue with my email and had to close the account. I tried changing the email address on the account and it was not allowing me to do it. It was very frustrating, so I closed that account and opened a new membership under a new email address. Once again, I paid for a new membership and never received any credit for the time that was not used. I have tried calling Microsoft several times for years now, there is never a live customer service person available. When I call the recording always says to go to the main page to login and cancel the membership and it doesn't recognize my email addresses. I have tried to cancel the memberships in another part on their website and it says that it was successfully cancelled, but then I get charged the following year again. I have also tried to cancel it through my credit card company, and it gets refunded then charged back a couple of months later. I don't know who to contact anymore. This is very frustrating and time consuming. I currently have only one account opened that I use for 2 computers, and I have been getting charged on 3 different credit cards for the total amount of $ ******** when the chargers should be for only 1 account. I would like this issue to be resolved and get my money back.
Business Response
Date: 06/03/2024
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 **********.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/28/2024
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.
I recently purchased a new Windows laptop, and tried to install the Microsoft Store app I purchased, only to find that it is not available anywhere.Communication with Microsoft Store "support" implied that Microsoft removed the app from the Store.I asked for store credit to buy a comparable app. I was denied, claiming "no refunds" after 5 days. I am not asking for a "refund" because I changed my mind, but because Microsoft removed an app I paid for, and is now denying me the ability to use that app. The Microsoft Store order number is **********. The app is ****************** ******************* would appreciate Microsoft Store credit so I can apply it to a comparable app. I am contacting Microsoft via this method in lieu of filing an arbitration which would cost Microsoft a great deal of money over this minor dispute (I am eligible for a Fee Waiver for arbitration).
Business Response
Date: 06/03/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/11/2024
I am awaiting an actual response to the facts of my inquiry. I wrote their representative on 6/5, but have not received a reply to it.

I'll let you know if they follow-up.
Business Response
Date: 06/19/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm the case has been closed by our agent as our support team stated we cannot provide a refund as the item was bought several years ago.We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures, so we stand by our advocates resolution.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/19/2024

Complaint: 21766795

Please close this complaint, as Microsoft simply does not care. I don't want to waste anymore of BBB's time.

Sincerely,

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

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