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

5,684 total complaints in the last 3 years.
2,360 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:05/21/2024
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.
Tuesday, May 21 I purchased Xbox Game Pass ultimate for my ****** Legion go handheld gaming ** and every time I downloaded a game and tried to play. I kept getting a clip error. I reached out to Microsoft support six times to be disconnected on four times and two other times be told theres nothing that can be done just to wait. I got a hold of Windows support and they told me you cant install a Game Pass game on the ** and the Xbox at the same time and thats the reason I cant play well I dont own an Xbox so where is the resolution to this? I spent three hours trying to use the service I paid for and no one has offered anything to me not a resolution not compensation not
Business Response
Date: 05/28/2024
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:05/21/2024
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 will no longer have access to my current email address ********************* I recently purchased my own email address @******.us to use as a private email so I dont have multiple accounts and I dont have to be tied to a company such as gmail , outlook, ******** etc. When trying to change my email address on my microsoft account, ********************** refuses to let me do so. They stated that I have to use an email tied to a massive company such as those listed above. This restricts my privacy rights and may profit these major email providers. All of my other accounts through other companies allowed me to change my email address and alias. However Microsoft is the ONLY company that will not allow me to change it meaning that I have to have another email address only to access their site and use my computer, authenticator etc.BBB please do not publish my email address listed in this complaint.
Business Response
Date: 05/28/2024
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: 05/30/2024

Complaint: 21743864

I am rejecting this response because:
The issue is still not resolved. I was just now given the option to change my email address and received the same error. It appears the CS agent never read the complaint. Current response to CS agent.
You can't add a work or school email address as an alias to a personal Microsoft account. Please try another.
This is not a work or school email address. This is my personal email address. This was addressed in the BBB complaint that Microsoft is forcing me to use an email address from Outlook Gmail etc which is a privacy concern and ties me to a major corporation.

Sincerely,

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

We understand your situation and want to resolve your issue as soon as possible, however this issue might take some trouble shooting,please continue communication with them until a resolution is reached.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/06/2024

Complaint: 21743864

I am rejecting this response because:
I have emailed asking for an update. I have heard nothing back from the CS agent since the 30th.

Sincerely,

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

We are sorry to hear this, we will investigate the case an take action, however please continue to communicate with our agent to solve the issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/10/2024

Complaint: 21743864

I am rejecting this response because:
Microsoft already closed my case. See attached. It's interesting how my friend has his own email address ending in .us but they just up and said nope to me. This has been one of the worst BBB case responses I have ever had. Most companies call and reach out to the customer. Not ********************. They are to big of a monopoly to care. It doesn't appear that there is anywhere to go from here. Microsoft was unwilling to change my email address.

Sincerely,

***************************
Business Response
Date: 06/20/2024
Dear ***************************,

As the screenshot that your received, the domain @******.us may be in use and there is no bypassing this, as it may be another users domain already, unfortunately there is nothing Microsoft can do on this situation.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/20/2024

Complaint: 21743864

I am rejecting this response because:
Attached is evidence that I am the owner of the domain @******.us. I am hereby requesting anyone using my domain have their account immediately suspended as I am the only one with permission to use this domain.

Sincerely,

***************************
Initial Complaint
Date:05/21/2024
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.
The date of these transaction ranges from February to April 1st. My 5 year old grandson accidently somehow bought approximately $540 worth of games on our Xbox unbeknown to us. We contacted Microsoft Xbox to request a refund and were denied. They stated they had already given us a refund earlier in the year and could not do anymore. This type of spending incident has never happened to this much money. He was unauthorized and did not know what he was doing. We also told Microsoft Xbox support that we finally figured out how to not allow him to accidentally charge our bank account any longer. Upon calling (after denial), customer service stated they would have the incident escolated since it was clearly an accident and have a real person refund the money. This never happened after calling them many times. They seem to be giving me the run around. :(
Business Response
Date: 05/27/2024
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:05/21/2024
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.
My son was being watched at home while I was working. He bought things online that he was not supposed to and Xbox is refusing to refund them. This is absolutely ridiculous as I do not nor never did want these items purchased.
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
Initial Complaint
Date:05/20/2024
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.
False Advertising with Mojang Studios.I had bought a video game from them in which I was promised every single future version of the game for free after purchase. I stopped playing for a few years to come back and find out that my account has been locked behind a migration with Microsoft, and that I will need to buy the game again to even play it.
Business Response
Date: 05/28/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we are sorry to inform you that 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 this is based on Minecraft Support and Mojangs resolutions.

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:05/20/2024
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.
5/20/2024 $6.99 Cable/phone service.No option to cancel subscription readily available.No.
Business Response
Date: 05/28/2024
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: 05/28/2024

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:05/20/2024
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.
In late January i tried signing into my xbox account as usual and was not able to. Microsoft banned my account. I went through all the steps required to reinstate the account. After a lengthy wait, I was declined reinstatement without explanation. I appealed the decision and, again, I was declined without explanation. I have been a loyal member of the xbox community since the first day of its inception and have never received a warning or anything in my 20+ years of any wrongdoing. They dont even have a customer service number to speak with someone and try to get an explantion. *** tried numerous times since the appeal to contact them and its as if they have completely blocked my email. I have spent thousands of dollars on games, in game content and monthly charges on microsoft content that are completely gone. I dont understand how a company can just shut you out and keep everything you have spent. They should refund me all the money ive spent and I wish I could put a dollar amount on all the time spent on all the games to achieve all the content earned. It has been very disheartening to deal with a company that I have been loyal to for so many years and they just completely turn their back. At least give me a warning so if there was something I or my children were doing wrong I could correct it. I truly bellieve I was hacked. Ive written to them several times about that and they simply do not want to deal with me. As stated earlier, I just want whats right. If they dont want to reinstate my account then give me my money back. The practices of microsoft as it pertains to customer support is absolutely terrible. This is my last resort. I have nowhere else to turn after this. Thank you for your time.
Business Response
Date: 05/24/2024
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: 05/30/2024

Complaint: 21734349

I am rejecting this response because: after 7 days there still isn't a resolution. I don't want the bbb to close this until there is one. Although there was a response from Microsoft , their latest email seems like they've barely scratched the surface.

Sincerely,

*******************************
Business Response
Date: 06/05/2024
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 working with you on this issue, and a resolution has been provided, please respond to the last email related to ********** if further concerns come up.

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

Complaint: 21734349

I am rejecting this response because:
They did absolutely nothing that they hadn't done before. It was the same questions and same result. No explanations and no mention of the money spent on digital content that they have held hostage. It's as if I'm communicating with A.I. The fact they can keep your money and what you paid for is appalling
Sincerely,

*******************************
Business Response
Date: 06/10/2024
Dear *******************************,
We appreciate you reaching out to Microsoft Corporation through the Better Business Bureau about your issue. We have looked at your complaint and recent service request **********, and we found that our Tier 3 advocate ***** had helped you with this problem and offered a resolution.However, since you expressed worry about the money for the digital content, we suggest that you visit our Xbox community standards web page. There, you can learn what happens to an account if it violates our Xbox community standards.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/11/2024

Complaint: 21734349

I am rejecting this response because:
I've read every email and would like to know what resolution was offered? He never offered a resolution. I was only told I was banned, and that was it. All I want is my account back. The money here is important if I can't have my account back. Also, if I can't have my account back, I'd love to know why and be able to have a conversation with someone just to dive deeper. I really don't believe I'm asking for much. I just want what's fair. In the 20 years I've been with xbox I've never even been suspended. It makes no sense that all of a sudden I'm banned. Make it make sense. Let me feel like I'm being heard and not as if my case doesn't matter. ** again for your time and consideration.
Sincerely,

*******************************
Business Response
Date: 06/19/2024
Dear *******************************,
We appreciate you reaching out to Microsoft Corporation through the Better Business Bureau about your issue. We are sorry to hear that the resolution provided through service request ********** is not what you expected, however, the resolution for this specific request was final and it indicates that the banned account cannot be reinstated, this as you were involved in activities that violate our Xbox community standards. The investigation was done, and the resolution provided. For your concern about which activities may violate our Xbox community standards we recommend you visit our web page for this matter, Xbox Community Standards | Xbox. We are sorry to inform you that no further appeals/reviews will be done regarding this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/20/2024

Complaint: 21734349

I am rejecting this response because: I've asked for at least a reason and they have failed to give one. They route me to a website that has many different activities that could get someone banned. I've also asked if they will not reinstate my account then refund me all the money spent on digital games, content, etc. They ignore that request as well. How can this be legal? If I bought games physically I'd own the game but because I bought it digitally (at same price) you keep it?
I'd go further into how i feel about things but what's the point? Nothing I've ever said has been addressed directly. I'm just a lowly customer. Why would a multi billion dollar company care about what I have to say?

Sincerely,

*******************************
Initial Complaint
Date:05/20/2024
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.
My Microsoft Rewards account was suspended without reason around December 2023. All attempts to submit a Microsoft Rewards Support ticket have been ignored and now the suspended account is unable to submit a ticket in the first place. Ive been getting the same automated responses and my Microsoft Rewards account remains suspended at the time of writing this, May 19, 2024. My account had ******* rewards points at the time of suspension and Id like access to the account again.The ******************** account has the gamer tag Canine King 12 and the gmail ********************** I would like my account unsuspended with my ******* rewards points. Optionally, Id also like an explanation as to why exactly it was suspended in the first place with no vague terms or assumptions. They can contact me most directly at *********************
Business Response
Date: 05/24/2024
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:05/19/2024
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.
For the past 3+ years, I have been getting charged $9.99 plus tax (totaling $10.59) per month from Microsoft (Xbox Game Pass Core/Xbox Live Go). This service has never been used by anyone within the household. Our attempts to cancel have failed multiple times because the Microsoft account/e-mail tied to these charges does not show any active Xbox subscription. Due to Xbox not being listed under subscriptions, there is no way to cancel this recurring charge. Repeated calls have been made to both ********************************************* to resolve the issue to no avail. Online support will only reroute to the Microsoft account home page (likely because there's no subscription to display). Though it shows a valid, active, Microsoft 365 subscription, there is no sign of Xbox whatsoever. The e-mail associated with this Microsoft account is ************************* I am attaching proof of just a few of the many credit card charges as well as a billing notification e-mail which outlines the subscription title, order number, plan price, renewal date, etc. I am requesting this ongoing subscription to finally be shut down for good, and secondly, to be compensated for each recurring charge since it started, as I have exhausted all other options for months on end with absolutely no luck. Thank you in advance.
Business Response
Date: 05/24/2024
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:05/19/2024
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.
May 18th, 2024/May 8th/upcoming 22nd of May. Going back approx 6 months or further ***** then ***** then ***** ****EVERY MONTH MICROSOFT/XBOX SUBSCRIPTION WITHDRAWING money 3 TIMES A MONTH FOR THE 1 SERVICE I'VE TRIED TO REACH OUT TO NO AVAIL, NO RESPONSE TO RESOLVE CHASE ACCOUNT, THE ***** IS FOR A SUBSCRIPTION FOR XBOX/ MICROSOFT(games)*****ALL I WANT IS TO PAY ONCE A MONTH(*****) AND NOT 3 TIMES A MONTHE(2 X @ *****also)
Business Response
Date: 05/23/2024
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

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