Skip to main content

Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
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

Find a Location

Microsoft has 93 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Country
    Please enter a valid location.
    • Microsoft

      1 Microsoft Way Redmond, WA 98052-8300

    • Microsoft Inc

      1065 La Avenida St Mountain View, CA 94043-1421

    • Microsoft

      10222 Mci Dr N Pinellas Park, FL 33782-6102

    • Microsoft

      4643 S Ulster St Ste 700 Denver, CO 80237-2865

    • Microsoft

      5335 Wisconsin Ave NW Ste 600 Washington, DC 20015-2054

    Customer Complaints Summary

    • 5,695 total complaints in the last 3 years.
    • 2,372 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/28/2024

      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.
      Here is a message I received around 5/24/2024 when I tried to log into my Live account "******************** *************** Help us secure your account We have detected unusual activity on your Microsoft account ***************, or believe your credentials are at risk.For your security and to ensure only you have access to your account, we will ask you to verify your identity and change your password."The on-line process to resolve this is very difficult and cumbersome. I have to answer questions about my Live account that I don't have access to any more. I've tried many times and it is always denied. I need help as I'm a disabled Vietnam Veteran and senior citizen, I don't want to be directed back to the on-line form as it is useless to me. Thank you.

      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

      Customer Answer

      Date: 06/03/2024

       
      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.

      Sincerely,

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

      Customer Answer

      Date: 06/28/2024

      Microsoft did contact me via e-mail (Microsoft ****************** Communications). They indicated I didn't give them enough information to verify it was me. The process they had me go thru to reinstate my Live e-mail account was just as difficult as what I tried to do on line originally. They were asking for information about my Live account that I didn't have. I'm 75 and a disabled Vietnam Veteran so its difficult to deal with todays technology. There has to be a better way to verify its my account.  Their case #Service request #**********. Thank you.

      Business Response

      Date: 07/03/2024

      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 ***** had been trying to assist you. We would like to inform you that the process offered by our agent is the only one if an account ownership should be validated. In addition, we see that the requested information was never received from our end, therefore, your service request was archived.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 07/03/2024

       
      Complaint: 21766770

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 07/11/2024

      I submitted as much information as I had to them but they indicated it wasn't enough. The process is difficult and almost impossible to comply with. They would not tell me what else I needed to send them or provide much guidance. Below is the info I sent them in a reply email some of which I blanked out for you. They said it wasn't enough but wouldn't tell me what else.

      *****************************
      DOB xx/xx/xxxx
      ***
      *********
      54601
       
      IP Address
      xxxxxxxxxxxxxxxxxxxxxxx
       
      On-line purchases
      ***************************
      xxxx
      6/26
       
       When I tried to reset my account with the on-line form initially  it wanted to send me a text at ************ but that is a land line and I don't have a smart phone.

      Business Response

      Date: 07/12/2024

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. The information requested under service request **********, from our Tier 3 advocate ***** is the only information we ask to validate an account owner, since the information you provided was not accurate or enough, our agent could not move forward nor ***** you access to the account. Since the investigation is complete from our end, and there are no other validation methods for this scenario, we will not be able to take further actions on this matter. 

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 07/12/2024

       
      Complaint: 21766770

      I am rejecting this response because: The process to reinstate my Live account is almost impossible to do. As a senior citizen and disabled Vietnam Veteran I'm disappointed in their efforts to help me. I googled this issue and found many similar complaints from others. They need to fix this method and make it more user friendly.

      Sincerely,

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

      Business Response

      Date: 07/19/2024

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. The information requested under service request **********, from our Tier 3 advocate ***** is the only information we ask to validate an account owner, since the information you provided was not accurate or enough, our agent could not move forward nor ***** you access to the account. We remain on our decision and resolution since the investigation is complete from our end, and as there are no other validation methods for this scenario, we will not be able to take further actions on this matter. 

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 07/19/2024

       
      Complaint: 21766770

      I am rejecting this response because: I tried as hard as I could but it wasn't enough as the questions asked were difficult to answer as the information was not available to me as I no longer had access to the account. You need to find an easier way to do this as I've seen multiple complaints on the internet about this same issue. I'm a disabled Vietnam Veteran and I have access to the many of the VA web sites including ID me and my Health Vet. For now I give up.
      Sincerely,

      ***************************
    • Initial Complaint

      Date:05/27/2024

      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 purchased Minecraft in 2011 with the understanding. This was a DRM-free piece of software. My original purchase price was around $15. Without communicating to me specifically, as I had not logged into their services in a few years, Microsoft removed my access because I did not proceed with a migration process that I was not aware I needed to complete. My complaint is one of the software being misrepresented as DRM free but now being blocked from accessing my purchase software because of a change to how they manage, who has rights. I believe that I should be refunded my original purchase price or be granted access as I was allowed previously or given the option to to proceed with the migration process.

      Business Response

      Date: 06/03/2024

      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: 06/03/2024

       
      Complaint: 21765208

      I am rejecting this response because:

       

      I was not informed by any communication method hey *****, needed to take any action and only understood that I was required after the date that Microsoft arbitrarily decided I could no longer migrate my account. I paid just under $15 for a copy of this software that was DRM free. Now I am unable to log in because of a DRM that Microsoft added and decided I no longer had access. I am expecting a return of my Access restored or to be able to log in via the new method that Microsoft has arbitrarily decided is required for a DRM free software.

      Sincerely,

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

    • Initial Complaint

      Date:05/27/2024

      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 suspended from services for using a picture of a past president. Appalling to say the least!

      Business Response

      Date: 05/31/2024

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

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

      For issues like this, please visit:                                                                                                      

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

      If the issue remains unresolved, please provide more details and we will assist you.

      Sincerely,

      Microsoft Corporation
    • Initial Complaint

      Date:05/27/2024

      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.
      On May 27, 2024, Microsoft blocked me from a paid skype account I am a handicapped senior with a critical medical issue. Microsoft prohibited me from making an urgent medical call on my paid Skype account. They locked me out and would not provide any help service when I contacted them.

      Business Response

      Date: 05/31/2024

      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

      Business Response

      Date: 05/31/2024

      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: 07/10/2024

      Microsoft Corp. disconnect my Skype phone account during a critical emergency and stole the money on the account. The account has been blocked for a month. Reimbursement of money stolen by Microsoft and reinstate or set up new Skype account and payment for wasted time concerning the account

      Business Response

      Date: 07/12/2024

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

      We are very sorry to hear about the situation, however a case was created on your behalf, please communicate with our agent to reach a resolution. If you have any concerns please feel free to reach back to us.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 07/29/2024

      Microsoft blocked me from a paid skype account I am a handicapped senior with a critical medical issue. Microsoft prohibited me from making an urgent medical call on my paid Skype account. They locked me out and would not provide any help service when I contacted them. I've spent two months with the tech team. They're clueless. I'm an MCSE. Their are serious issues with tech. Please see if anyone has been hired who can set up a simple Skype acct. for me please. The tech team says they don't have any one who has that skill.

      Business Response

      Date: 08/01/2024

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

      We have looked into your concern and acknowledge that an agent is already communicating with you. Make sure to check your email and phone for further updates from them, if you need specialized assistance please feel free to ask our agent.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 08/02/2024

       
      Complaint: 21763956

      I am rejecting this response because: The tech **** is unresponsive and does not answer questions. I was kicked out of my account during a medical emergency. There is no concern here about the client. and there was little effort to get Microsoft/Skype to do anything. I am an MCSEE and I had to tell the employees what to do to get my account activated again. What do people do who are not engineers? I created a new account but the company only gives me numbers in ***** and states that are not near *****/********, ********. I need a 703 number not a California number. I am blocked from numbers in my county. Why? Again no response from Microsoft. 

      Sincerely,

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

      Business Response

      Date: 08/09/2024

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

      we are unable to answer your questions at the moment the issue is still under investigation, however, a new case will be created with one of our Executive support agent, they will contact you via email to the email listed on this escalation.

      Sincerely,                                                                                           

      Microsoft Corporation

      Customer Answer

      Date: 08/09/2024

       
      Complaint: 21763956

      I am rejecting this response because:

      You mention in your email that Microsoft is communicating with me. They are no longer communicating or offering a solution. 


      They took my phone number away without notice and they will not replace it so that I can make any call. My bank and everyone else has that number that they disconnected and will not allow me to put it on a new account. 


      As far as I can see they have cut all communication. I did open a new account because ******************** employees were simply unable to do so or to even suggest I do so. If Microsoft wants to hire incompetent or untrained employees, I should not have to pay for their mistakes or incompetence. This has cost me hundreds of dollars. I cannot even activate a new replacement credit card. So If I did not already have a little cash I would be in great trouble. 


      I am on travel and my **** expires soon. I must leave the country when the **** expires. It takes money to do so. So I need to be able to call the credit card company and the bank, etc. 


      Please understand that Microsoft cut my account --blocked me out of my account without even one days warning. No warning whatsoever. Microsoft needs to replace the number immediately. I've sent three emails and they have not responded.


      Please advise the best course to take. 


      Kindest regards,


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

       

      Business Response

      Date: 08/19/2024

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

      We are very sorry that this is happening to you, we want it to make it right, please check your inbox for new communication form our agent.New case number: **********.


      Sincerely,                                                                                           

      Microsoft Corporation

      Customer Answer

      Date: 08/21/2024

      I am checking my inbox for a Microsoft response. They have not provided any solution. I have worked out the solution myself and told them the solution. They have not compensated me for the losses I suffered during a medical emergency, and other emergencies. They apparently assume the cost of the difficulties imposed by Microsoft incompetence is free. It is NOT free. They should propose a suitable ecoonmic solution for compensation.

       

      Complaint: 21763956

      I am rejecting this response because:

      Sincerely,

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

      Business Response

      Date: 09/16/2024

      Dear ***** ********,
      Microsoft has made attempts to speak with you regarding your suspended Skype account. As of August 29, an agent with Microsoft has called three times to address your issue, and sent emails to schedule a time to call as your voicemail service does not work. Microsoft cannot address your Skype issue without contact with our support team. Please respond to the contact attempts from our Support Agent.
      Sincerely,                       

      Microsoft Corporation
    • Initial Complaint

      Date:05/26/2024

      Type:Service or Repair 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 April 1, 2024 I was charged $86.59 for an application that I had on a trial. The app set it to be auto renewed without my consent and when i saw the charge, I immediately contacted Microsoft store customer service to request a refund, they said they would process the refund but that it would take a few days to do so. They never processed the refund. I contacted customer service again last week to inquire why it wasn't refunded, and they proceeded to tell me it wasn't within the 30 day window of refunds and said they would escalate the issue and it would be resolved in a few days. I contacted them again today and they said the same thing except this time told me to file a dispute with my bank because they couldn't do anything, I asked to be transferred to a manager, they wouldn't do so. So I filed a dispute with my bank and I am now filing this complaint with BBB.

      Business Response

      Date: 05/31/2024

      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: 05/31/2024

       
      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.

      Sincerely,

      ***********************
    • Initial Complaint

      Date:05/26/2024

      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've been trying to *download* my files off of OneDrive for YEARS. The system is fraudulent & corrupt and hasn't allowed me to dwld my files. Every time I call or chat, I get transferred wrongly or hung up on, yet I'm STUCK paying $10-20 a month for YEARS all so that I don't lose my files. This is extortion and fraud. I have spent HUNDREDS on unnecessary $$ for their cloud services, all bc they have AWFUL customer support. I'm talking over a year now where I've been trying to get this handled and hundreds of dollars in fees that I did NOT need. The only reason I bought extra cloud storage is bc I can't dwld my files. Internet tech came out- internet dwld speeds are GREAT at over 800mbps. No antivirus, no firewall. Used Ethernet cable. But OneDrive dwnld is 1-2mbps?? 1? really? i tried Windows, Mac, Safari, Chrome, you name it, I tried it. All files hostage. They are holding ALL of my files hostage all so I continue to pay these crazy fees, when I couldn've transferred my files w/a little help from a CS rep 2 years ago when I first called. And today, May 26, 2024 I was literally HUNG UP ON by a CS rep- no surprise- they need to be fired. I need her reported & this call traced. I got the reply call to ************ @5:27PM. Call lasted 23min 32sec. She needs to be fired bc she just hung up. Also, I CANNOT just 'leave my computer running' while it dwnlds this speed. This created a small spark and fire because my stuff BLEW UP. It DESTROYED 2 BRAND NEW laptops I had. I was furious. They have cost me $800+ at this point in damages bc the stuff ***** up while downloading for 40+ hours and then dies. How else do I get my files? I have tried at my parents' house comp, i have tried many comp's. TOO SLOW to feasibly download without it burning up and sizzling my computers. FIRE HAZARD. Scam. Sad they make you go through hoops and lose your sanity to get answers. All they needed to do was help me on the ********* would've been fixed!

      Business Response

      Date: 05/31/2024

      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
    • Initial Complaint

      Date:05/26/2024

      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 have been banned on my Xbox/Microsoft account with no previous strikes and they will not give me an explanation on why it occurred. Microsoft has taken the things that I have spent my money on for the past 5 to 6 years and taken it from me without letting me even get compensation for them. They also tried to make me pay for Gamepass even after I was not able to use it

      Business Response

      Date: 05/31/2024

      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:05/26/2024

      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.
      I bought 2 games from Xbox about a year ago. I was able to play the games just fine up until yesterday when my console stopped working for the second time in the last 2 years. I went through the steps to reset my Xbox, and when I did that it took access and ownership of these 2 games away from me. I know that I paid for these games because I used a credit card for them and that card is no longer in use so I have no legitimate proof that I bought them. The company refused to reinstate my ownership license of these games and also refuses to refund for them. So now, I don't have the games or the $150 that I spent on these games. This has also happened before with Microsoft concerning several other games and movies and shows that I have bought through them, which, I do not have any access or ownership of any of this stuff that I bought. This list of items includes:Death Note anime: I bought episodes 1-37 or 2 seasons but, I only have access to the first season or the first 20 episodes. They say that is all that is available to watch on the Microsoft videos app. Forza Horizon 2&3 Forza Motorsport 6

      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

      Customer Answer

      Date: 06/03/2024

       
      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.

      Sincerely,

      *************************
    • Initial Complaint

      Date:05/26/2024

      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 started an email account with ******************** through my undergraduate university. This email converted to a personal email after graduation. It was a consistent email that most close contacts had. I used it for banking, taxes, and other extremely important services on the reliance of it being accessible. On October 17, 2023 the Microsoft team was concerned that someone else accessed my account and set the account so that it needed to be recovered. I have been in the midst of trying to recover this account since. No matter how much information I put in the recovery form my recovery gets denied.There is no number or email to contact. This could be a 5 minute phone call that has now turned into 7 hours of work without results. I have entered the following information to confirm my account: - 2 prior passwords - my Xbox 360 username and console id. This is from 10 years ago but I kept the console. -the last 4 digits of a prior card for the Xbox 360 subscription. (That was over 7 years ago). I was able to find in another linked email. - I cannot provide the expiration date of that card as requested by Microsoft, because that card is 7 years old and my own bank doesnt keep that information. So, in sum, Microsoft has arbitrarily blocked my email for safety reasons which were not specified. This has caused many issues accessing important accounts such as taxes and banking. They have denied multiple requests for an account recovery with no additional details as to why. They have been provided with more than enough information to confirm my ownership of this account. Most of the information of which is unreasonable to believe I would have or have access to. But most importantly, they have denied me any access to a person to call, email, or explain the situation. I am requesting only that my email be repaired. I have attached two emails: one showing the initial email being put in recovery mode and another showing the response each time I try to recover the email.

      Business Response

      Date: 05/31/2024

      Dear ***********************,  
      Thank you for contacting the Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
      Please visit ***************************** to 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: 05/31/2024

       
      Complaint: 21762309

      I am rejecting this response because: This is not a response to what was written. This response shows a clear disregard and misunderstanding of the issue. The issue at hand is that the only way to retrieve an important email account is to access debit card information(expiration dates) of a card that is 8 years old. I have shown documentation of myself going through the process that was linked and the failures regarding that. The requested information is unreasonable. I have provided more than enough ***** information to adequately show that I am indeed the owner of this account.

      I would like the representative of Microsoft to reach out to their bank for the expiration date of a debit card that is 8+ years old and notify me of the result. The business should have some earthly way to unlock my account and return it to me other than an automated, ineffective AI. I believe this to be a serious issue. As I have stated before I have multiple important accounts that are connected to this email and Microsoft not only has failed to provide a way to recovery but they have effectively blocked me from being able to even have contact with a person from Microsoft  with the ability to help. I believe this to be a violation of the user agreement that would have been agreed to upon the creation of my account.

      I am now requesting:

      that my account be reinstated. 

      or 

      (1)Microsoft provide a detailed explanation as to the reason my account was blocked in the first place. AND

      (2) Microsoft provide the user agreement at the time of the creation of the email account in addition to any subsequent updated user agreements. AND

      (3) the address and information required to adequately serve them with a legal complaint regarding this specific issue. 


      Sincerely,

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

      Business Response

      Date: 06/07/2024

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

      Thank you for your response. As mentioned previously,you did not provide enough correct information to validate as the owner of the account. We recently changed our process and encourage you to submit another form through this new link: *************************************** will auto-create a support request and you will be able to communicate with a support advocate.

      As requested, here is the Microsoft Services Agreement: **************************************************************

      Microsoft **************** can be reached at:

      Microsoft ****************
      Attention: MS ******** ***********
      One Microsoft Way
      *******, **********
      98052 USA

      We encourage you to submit another account recovery form and initiate contact with a support advocate to work toward a resolution.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 06/08/2024

       
      Complaint: 21762309

      I am rejecting this response because:

      I have filled out the form above as requested and have not been contacted by a team member at Microsoft. 

      Secondly, I requested a history of your terms and agreements. I would like the records of your terms and agreements through the last 8 years. I need it to the beginning of my account. As well as the updates and date of updates on the account. If you have any information as to the date I agree to updated terms of services that would also be beneficial. 

      Sincerely,

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

    • Initial Complaint

      Date:05/25/2024

      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.
      On November 24, 2023, I purchased a Microsoft - Desktop 850 Full-size Wireless Keyboard and Mouse Bundle at Best Buy (proof of purchase attached). Around mid-April 2024, the mouse and keyboard stopped connecting to either of my computers, which are a **** Latitude 7330 and 2020 Macbook Air. I troubleshooted on both computers, and could not get the keyboard or mouse to connect. I also went to Best Buy, and the technical support did several troubleshooting tests and confirmed the keyboard and mouse did not connect to any computer. On May 5, 2024, I submitted a Warranty Exchange Request with Microsoft explaining the issue described above. The ticket number is **********. On May 6, 2024, a customer support representative sent me an email asking for more information, and I responded to that email the same day (the email related to ticket ********** is attached). I waited for a response from customer service and later learned that the ticket was closed even though customer service never addressed the issue I was facing with the keyboard. On May 21, 2024, I submitted another ticket, *********, (email attached), in which customer service said it would follow up on the original request but I have still received no response.The Best Buy purchase came with a 1-year warranty. I would like Microsoft to honor that warranty and provide a replacement keyboard/mouse.

      Business Response

      Date: 05/31/2024

      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: 06/02/2024

       
      Complaint: 21761673

      I am rejecting this response because:

      I am still unable to get any updates on the status of my case **********. On May 26, I thought the issue might be resolved because a customer service representative contacted me and said that Since the keyboard and mouse is showing some irregularities, we will assist you with the replacement process according to the warranty of the accessory. See attached email correspondence from 5/26/24 - 5/31/24. The representative requested that I upload information, including a picture of the mouse and keyboard, and the serial number via Secure File Transfer, which I uploaded on May 27. See attached secure file upload. As requested, I informed the representative that I uploaded the information via secure file. I have not heard any update on the status of my case since then, even though I requested an update on May 31.



      Sincerely,

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

      Business Response

      Date: 06/06/2024

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

      We understand your frustration on this situation, we have checked your case and see that you were in contact with our agent and they have offered double the amount as credit, as the device is not longer available.Please continue to communicate with our agent

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 07/24/2024

      I would like to reopen case ******** against Microsoft. After over a month, I've still been unable to obtain a refund. The refund payment portal is asking for my social security number in order to refund me, and I do not feel comfortable providing that information to Microsoft. I'd like to obtain the refund via paper check.

      Thanks,
      ***************************;

      Business Response

      Date: 07/26/2024

      Dear ***************************;,

      We have reopened the case, and have created a new one with the  new information you have sent, your new case number is **********.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 07/31/2024

       
      Complaint: 21761673

      I am rejecting this response because:

      The agent assigned to the new case ***********) confirmed that Microsoft should not be requesting my social security number in order for me to obtain a refund. However, Microsoft's Payment Central system is not allowing me to proceed without providing my SSN.

      The option for credit does not work for me because the credit is not enough money for me to purchase a replacement keyboard. Microsoft is unwilling to provide me with a replacement keyboard/mouse.


      Sincerely,

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

      Business Response

      Date: 09/16/2024

      Dear ******** *****,
      Thank you for reaching out to Microsoft Corporation. The manual payment service that Microsoft uses, Payment Central, is secure and required to receive payment. There is no option for a manual paper check. If youd like to continue with this process, please re-engage with the Payment Central app or the agent you were previously working with.  
      Sincerely,                        
      Microsoft Corporation

      Customer Answer

      Date: 09/23/2024

       
      Complaint: 21761673

      I am rejecting this response because:

      I received a message from Payment Central that says, "Your invitation to Payment Central has reached the allotted time to be completed and has expired. Please work with your Microsoft Sponsor to submit a new request if still required." 

      Can you please reopen the request? 


      Sincerely,

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

      Business Response

      Date: 09/27/2024

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau, please reply back to our agent for them to reopen the case, by replying to their last email, we will send this request as well.
      Remember that is important that you fill out all the information in the payment central to ensure a smooth process.

      Sincerely,                                                                                           

      Microsoft Corporation

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    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. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.