Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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:05/13/2024

  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.

  Microsoft has been trying to charge me $60.99 a month for Microsoft 365 without my authorization you can buy it for less than that they went in they got denied on one card and went through PayPal and charge $69.99 on my other card I tried to contact them for a refund you cannot get through on their website you cannot get through on their help center website the website keeps on kicking you back out to the main page it is ridiculous for a company of this statue to not have customer service agents are to not have a website that works to get a refund I want my money back this is ridiculous. **************** is horrible. I cannot believe the price that they are trying to charge for Microsoft 365 in the first place and to go on my account and trying to just take it out without my permission.

  Business Response

  Date: 05/20/2024

  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 7041796604.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 05/20/2024

   
  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,
  
  *************************

  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 and recent service request **********, we see that our Tier 3 advocate ***** has resolved the issue and has processed the requested refund. Without further actions to take, your case will be closed, we appreciate the opportunity to resolve this matter for you.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:05/11/2024

  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.

  My controller hasn't been working very well as I have been having issues with my X / A buttons still not being fixed after the controller was sent in for warranty. I sent it in on 5/7/2024 and I received it back 5/11/2024. The issue is not resolved and I cannot complete another service order on the website. On top of my X / A buttons not being fixed the controller disconnects from my PC but the light stays on like it is connected. This hasn't happened before. I have another controller attached and when it's on I have no issues. I'm asking Microsoft to please send me a replacement controller to resolve this. My warranty doesn't expire until 6/16/2024.Controller S/N: 02SR0080802249

  Business Response

  Date: 05/17/2024

  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 7041607405.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 05/17/2024

   
  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:05/11/2024

  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 son has been dealing with someone trying to PURPOSELY HACK, and get his Xbox live account BANNED. They have now SUCCEEDED, in getting my said son's account banned, and ******************** support is doing little to reinstate his account, OR give us an opportunity to appeal the indefinite suspension. To say that I am disappointed is a severe understatement, as I have poured upwards up to thousands of dollars in to my son's account, over a 8 year period. As a Microsoft consumer, I am severely disappointed in the lack of options we are given, practically none, in order to get his account back. I have PROOF that his account was compromised. Phone numbers were removed, passwords were changed, but by saving ****** we were able to have save it his profile with a recovery email. I will be providing images- to show the numerous unsuccessful logins on the hackers behalf, ultimately up to when they were able to get in to my son's account and compromise it. I will also send the email we received from Microsoft. The message is very vague, with the only reason being that his account was suspended for engaging in the manipulation of Xbox services, and the manipulation of games (cheating.) My son is only 13 years old, and has no means OR the knowledge to do any of the things his account was WRONGFULLY banned for. Whoever was able to get in to my son's account *** have, but I can assure you, he can NOT. And this is why this verdict is so frustrating. We were able to SUCCESFULLY, rid the hacker from our account, and STILL he was met with this ban. I am contacting BBB in hopes that you guys are able to get in contact with support, because they REFUSE to give us any kind of follow-up, or even just a way to get in contact with someone who Isn't a robot or automated system. I can provide you with any any further info you need, including my son's gamer tag, email, and pictures.

  Business Response

  Date: 05/16/2024

  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 7041524319.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:05/11/2024

  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.

  For some reason, Micorsoft forze my email account with no explaintion.My email address that is frozen is ************************** I have the account for about 15 years. I have followed their information requests several times but each time they say the my information cannot be verified. I cannot remember everything they ask for. I supplied what I feel it more than enough proof that I own the account. the last time I submitted information i was given an issue number of ********* but have no way to contact them. We have found a phone number to Microsoft headquarters but only get an automated attendant. There is very imprortant infoation stored in that account but I cannot retreive it. Can you please help me?

  Business Response

  Date: 05/16/2024

  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 7041529989.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 05/16/2024

  Complaint #********

  The response from Microsoft sounds positive.  I will wait to see if they contact me regarding my complaint.  I will follow up with you regarding this.

  Thank you

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

  Customer Answer

  Date: 05/22/2024

  I have already tried the procedures you sent me with no luck.  I cannot believe that someone cannot assist me in clearing up this mess with my email.  My account was blocked before I tried resetting my password.  My software stores my passwords and I had my account marked to stay logged in.  Also, why does it take up to 30 days to see any results???  I will be updating the Better Business Bureau on this.
  
  I am ready to take my case to our local television stations.  Microsoft's handling of my problem is a prime example of rotten customer service.
  
  *********************
  ************

  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 **********, we were able to confirm the case has been closed as our agent stated your account has been compromised. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures, so we stand by our advocatesresolution.

  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:05/11/2024

  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 had a job last year and signed up for Microsofts cloud services. The trial ran out and they continue to charge my credit card. Ive tried to contact Microsoft but got no support as I am no longer a customer and cannot access the account. I would like to be reimbursed for $500 as this is absolutely unacceptable.

  Business Response

  Date: 05/17/2024

  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 7041607860.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:05/11/2024

  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.

  Subject: Urgent Assistance Needed to Blocked Hotmail Account Attention: ******************** Support Team,I am writing to urgently seek assistance regarding my Microsoft Hotmail email account, which has been blocked since early March 2024. This issue has persisted despite my numerous attempts to resolve it through calls and online services.My Hotmail account has been an integral part of my life for nearly 30 years, serving as my primary email for all communications, including critical matters such as my ongoing PhD ****** application and job applications. However, I have encountered significant challenges in accessing my account, disrupting these essential processes.Despite diligently providing requested information, including my date of birth, Skype name, friends' names, password, email subject line and email account subjects, the automated system fails to recognize my responses. Additionally, the associated phone number is no longer in use, preventing me from updating my information through Microsoft's system.I am at a loss as to how to proceed further. The situation is incredibly frustrating and has caused substantial disruption to my daily life. The recent discovery that my account name was updated without my knowledge further complicates matters, potentially affecting the validation process.I implore you to intervene urgently and provide the necessary assistance to resolve this matter. As I await responses regarding my ****** and job applications, the continued blockage of my account exacerbates an already stressful situation.I am appealing to the Better Business Bureau to assist in resolving this issue promptly. Your support in this matter is crucial, considering its significant impact on my life and communications.Thank you for your attention to this urgent matter. I look forward to your prompt assistance in resolving the blockage of my Hotmail account.

  Business Response

  Date: 05/17/2024

  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 7041614959.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/20/2024

   
  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: 05/28/2024

  Dear BBB, I am writing to follow up on the complaint ID ********, which I submitted with the hope that you could assist me in resolving the issue with my Hotmail account. Unfortunately, Microsoft has not responded to me despite my compliance with all their verification requests. The case was being handled by ******************, Relationship Manager at Microsoft Customer Support, under Service Request #**********. He seems to be unresponsive and unhelpful in unblocking my account. As a result, I am very disappointed and frustrated as I am still locked out of my Hotmail account. The link he provided me was the same link that I had been using to try to recover my account, but the system could not validate the information I provided. I even sent him an email with all the verification questions that the system was asking, but he has not responded and appears to be ignoring my responses. I would greatly appreciate your continued support in resolving this matter, as this email account is essential for my daily activities. Thank you for your understanding and assistance. Best regards, *************** (formerly Ami Saajo)

  Business Response

  Date: 06/05/2024

  Hello *****************,
  
  We appreciate you reaching out to Microsoft Corporation through the Better Business Bureau about your issue. We looked at your complaint and your recent service request **********, and we saw that our Tier 3 advocate ****** was helping you with this problem. I checked and verified that this case was closed because our agent followed the right process.
  
  We saw that the Tier 3 advocate ****** asked for the manual validation, but you did not give enough information to proceed with the process, so we are not able to offer you another process at this time.
  
  Based on this information, we will be closing this complaint as we have no further action we can take for this case.
  
  Best regards,
  
  Microsoft Corporation
  
  

• Initial Complaint

  Date:05/11/2024

  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 5/11/2024 I was charged for a reoccurring subscription for a product that I had thought I was buying. This happed without notice a d without me understanding that I was signing up for a subscription. I thought I was purchasing a copy of the software. Subscription never was mentioned in the transaction. I would have never agreed to a subscription because of past experience with difficulties in canceling subscriptions like this especially with companies that don't have live customer service.

  Business Response

  Date: 05/16/2024

  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 7041522186.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:05/11/2024

  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.

  Dear BBB,I am writing to express a complaint regarding Microsoft's Skype platform. I am a user of this platform, and my account has been mistakenly blocked. Despite numerous attempts to appeal the decision, I have not received any resolution. I am extremely disappointed and concerned that this may constitute discrimination against me personally or the group I represent.As a loyal Skype user, I have actively engaged with and supported the platform's activities. However, my account was recently blocked without any violation of the terms of use or regulations. I have made several attempts to contact the Skype team to address this issue, but have not received a satisfactory response.I believe this treatment is not only disappointing but may also be discriminatory and has had a significant impact on me personally and professionally. I kindly request your assistance in resolving this matter and restoring access to my Skype account.I look forward to your prompt attention to this matter and a resolution to the issue. Thank you for your attention and support.Sincerely,Dino

  Business Response

  Date: 05/15/2024

  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 7041464873.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:05/10/2024

  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.

  Microsoft has been taking out money every month from my Greenlight card that I have for my granddaughter *********************. She is a minor. **** agreed to a 14 day free trial back in 2023 but declined the subscription. In 2024, Microsoft still has been taking out $18.12 every month. So far they have taken out $92.97 total. We have tried to stop it by calling Microsoft, but they sent me to an online site. On that site, they actually wanted to charge me to get assistance! (As if I would give them credit card info!!) When I tried their customer service phone number again, they blocked me and just gave me a recorded message to go to: help.microsoft.com (which was the unhelpful site)Greenlight card's customer service says the only way to stop this is to cancel the card. We will be doing that. But how is Microsoft allowed to get away with this?Sincerely,******************************* *************************************** ************

  Business Response

  Date: 05/15/2024

  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 7041452370.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:05/10/2024

  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 has locked me out of my account. All phone numbers lead back to the same auto-attendant that says I need to login to submit my issue. I'm locked out. I need a human being assigned to this case or I need the fees refunded and account closed.

  Business Response

  Date: 05/15/2024

  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 7041458082 .
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21695274
  
  I am rejecting this response because: I want to *talk* to a real human to either resolve the issue or close my account. I received a support email from Microsoft. I do not want to divulge my account information by email as it's not secure. Nor do I want to spend days going back and forth by email. Real human on the phone please.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/31/2024

  
  Hi *****************************,
  
  Thank you for contacting us, Better Business Bureau, we have on our records that our agent closed the case on 05/27 because of inactivity on the customers behalf, please communicate any concern or call scheduling to the agent  by replying to their last email. Also you can call **************** or visit ********************************************************** to reach one of our agents to gain assistance.
  
  Sincerely,
  
  Microsoft Corporation.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21695274
  
  I am rejecting this response because: You provided a phone number to call but there are no humans working there. I keep getting the ** telling me to login to my account. I'M LOCKED OUT! If you read my complaint, this is exactly why I contacted BBB.
  

  I also asked to speak to a billing agent so I can cancel my service. Guess what? ** tells me I need to log into my account that you've locked me out of!

  So now I need to cancel my credit card to get rid of your service which I haven't been able to use for months. No doubt you will throw it into collections.

  You could have resolved this ages ago with a quick call, but you're probably just an ** sending stock replies to BBB.

  Abysmal!

  Business Response

  Date: 06/06/2024

  Dear *****************************,
  
  We have checked your case and were able to see that one of our agents had contacted you via email to the address ******************* the case was closed due to no response to them, You must call1 ************** or visit **********************************************************
   to contact another agent.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21695274
  
  I've already said 3 times that your phone number is run by an AI bot and it's IMPOSSIBLE to speak to a human. It keeps telling me to login to my account which you've locked me out of. I want to talk to a human on the phone so I can close the account. Human. Phone. Talk.

  Microsoft is one of the richest companies in the world and you don't have a single human to talk to. Unbelievable.

  Business Response

  Date: 06/12/2024

  Dear *****************************,
  
  We have created another case on your behalf for one of our managers to validate the information, new case number **********. Please check your inbox for their email.  If you need assistance, you can contact Microsoft Support by phone at ************ within ***************** and *******
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21695274
  
  I've already said 4 times that your phone number is run by an AI bot and
  it's IMPOSSIBLE to speak to a human. It keeps telling me to login to my
  account which you've locked me out of. I want to talk to a human on the
  phone so I can close the account.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/20/2024

  Dear *****************************,
  
  We understand your concerns, however  a case was previously opened on your behalf (7041458082)and one of our executives had contacted you via email to the one provided as contact email to the BBB, please reply to this email and they will reopen the case. We appreciate your patience and understanding.  
  
  Sincerely,
  
  Microsoft Corporation