Business Profile

Computer Software Developers

Microsoft

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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

5,667 total complaints in the last 3 years.
2,347 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/12/2024
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 paying for a product for 3 years and have not used this due to having a Microsoft account and am unable to login I am being charged $109.74 yearly and am trying to contact Microsoft and have not been successful. I was asked to call them and they did have a robot call back, since then I have been waiting on hold 1 hour 30 minutes with no pickup. I have reached out to the company on X ********* support account and have been holding there equally as long.I need to get this resolved, refunded and am beyond frustrated. The erroneous account is under ************************ and likely have been paying for 3 years without ever logging in (as I do have a corporate account) double charge. My name is *************************, ************ I don't know what else to do I tried calling back and have gotten hung up on automatically. *************************
Business Response
Date: 04/18/2024
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:04/12/2024
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 I am being double charged for Microsoft office. There is no number to call to get this rectified. These charges are on a credit card and a debit card being charged at the 11th of every month.
Business Response
Date: 04/17/2024
Dear ***************************,

Thank you for 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:04/12/2024
Type:Sales and Advertising 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.
Friday 04/12/24 11:33am Pacific: I had a local banker with Washington Trust use a secure message platform from Microsoft to contact me by email that required a generated code by Microsoft to my email address . After ****************************************************************************************************************** ************** ** not to use Microsoft's secure email because I advised him no generated code arrived in my email inbox after 10 attempted requests. Microsoft needs to fix this tech issue and until it's fixed, disallow access from businesses and banks that are not aware the code is not generated for the receiver to open the protected emails. Need a estimated time of resolution from Microsoft.
Business Response
Date: 04/17/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/21/2024

Complaint: 21568137

I am rejecting this response because: I keep receiving emails from Microsoft for a screenshot of the protected messages after I've sent them 2-3 times already. Also I have not been given an estimated date of resolution by anyone from Microsoft to be able to produce generated codes by email in order to open their protected messages from banks & other businesses. I'm going to advise any business I deal with that uses protected emails from Microsoft to not use the product in email communications with their customers. Overall, I'm giving Microsoft an F rating.

Sincerely,

***********************
Business Response
Date: 05/01/2024
Dear ***********************,
We appreciate you reaching out to Microsoft Corporation through the Better Business Bureau about your concern. We have looked at your complaint and recent service request **********, and we see that our Tier 3 advocate ******* has been assisting you with this issue. We see that the service request is still in progress, so please continue cooperating with our agent so we can reach a resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/08/2024
Wednesday 05/08/24 3:37pm Pacific: After reviewing the new factor that the reason Microsoft generated email codes are not producing by email, presently EarthLink/peoplepc Software Technicians (my email provider) are looking into whether their software settings need to be adjusted however they cannot conclusively determine whether Microsoft software that sends the generated codes is responsible for the codes not generating. Microsoft & myself are still waiting for an answer from EarthLink/Peoplepc by email. I will update when I have an answer or resolution. Right now there's still no resolution. Thank You, Sincerely, ***********************, Complainant.
Customer Answer
Date: 06/27/2024
06/27/24 7:14pm Pacific Response From *********************** Regarding Complaint#********/#**********: Within the last few months, I've been able to receive generated codes by email to open protected messages from my health care providers. So far, it's working correctly but I reserve the right to file a updated complaint if the generated codes don't produce like they should by email. Thank You.
Initial Complaint
Date:04/12/2024
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 cancelled the Funimation.com subscription in January 2023, but am still getting charged through Microsoft.com whose customer service cannot find the subscription. I have blocked all Microsoft transactions on the my credit card and will miss the Microsoft products, but will not miss paying $11 a month for a subscription service I cancelled over a year ago and Microsoft customer service can not locate or justify continuing to charge me.
Business Response
Date: 04/17/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/12/2024
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.
Microsoft refuses to cancel my membership for Xbox live, I have tried to cancel multiple times with no success. I have turned off recurring billing, with no success, I am still being charged every two weeks. They refuse to give my money back and say that I have not ever reached out to them. I would like a full refund of $40 for two months of transactions. I have not used their service and they refuse to help me and continue to take my money and lie.
Business Response
Date: 04/17/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/12/2024
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.
Support request number is **********,. Microsoft completely lies and falsely advertises the complete plan that goes with the Surface pro 9. When selling the plan it advertises advance exchange service. However when submitting a service request it wants me to send my device to ******************** for same unit repair within 6-8 business days. I bought this plan for the extra coverage and the promise of advanced exchange service so I wouldn't be without this unit for a long period of time while trying to run my business.The fan on this Surface Pro 9 had been running all the time and now the unit started smoking and there is a burn **** in the lower left corner. This is also a safety hazard due to the potentially damaged lithium ion battery. The laptop could catch fire or explode at anytime. How am I supposed to safely send this unit overnight when it is in that state?
Business Response
Date: 04/18/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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: 04/25/2024

Complaint: 21565869

I am rejecting this response because: I replied to ******* and **** with information requested by the company but nothing has been done. I still have not received a replacement device. This is a big scam as Microsoft advertised advanced exchange with the complete care plan.

Sincerely,

***********************
Business Response
Date: 05/03/2024
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 been working with you on this issue. Upon checking, we were able to confirm the case remains open and being worked on. Please keep collaborating with our agents towards a resolution.

We will keep monitoring your case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/03/2024

Complaint: 21565869

I am rejecting this response because: **** has not replied to me since April 17. What kind of resolution is that?

Sincerely,

***********************
Business Response
Date: 05/14/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7041394624.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/12/2024
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 owned the computer for about 5 years now. I'm the only owner of this computer. Since I bought it new. I did a simple windows update. Upon restart I put in my PIN. I get an account error that my credentials cannot be verified. I follow the prompts. It kicks me to signing into the Microsoft account yet it is not the correct account. It's an account that hasn't been used for nearly two years. And I had changed my account to a new ******************** account. It will not let me change the sign in account to the correct one and gives me a looping error of this account is blocked from to many failed sign ins. Microsoft support loops you to a page where it just tries to have you sign in again. Which starts the loop all over again. I spent 1hr looking for a customer support phone number. The only one that comes up is Microsoft store support. You call it. It is an AI that tells you it cannot help you. And loops you back to the same Microsoft help pages that just continue to loop you to a sign in page. I can prove I own the computer. I can prove the proper working account shows my computer is registered under it. Yet I can not log into my computer due to it only allowing me to try to log into the blocked account. It's solely an account issue that is on their side of the equation. There's no way to fix it due to the looping AI phone menu. And the fact that the help page just loops you to a sign in page that just says the same thing when I try to sign in under the old account. If they're going to gatekeep everything through an online Microsoft account there needs to be a way to redress problems when there's an issue with the account from their side. This used to not be an issue. It's only became an issue since they've gotten rid of account customer support. I spent nearly 2k on the laptop for it to work fine but be locked due to their account service issues. Their faulty account services is keeping my perfectly working computer from being usable.
Business Response
Date: 04/17/2024
Dear *****************,

Thank you for Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue, upon investigation we can see that your account might have been closed due to inactivity, read more here ************************************************************************************************************************************************************************************************************************ we have opened a case with one of our senior customer service agents to assist you with this situation. Case number **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/17/2024

Complaint: 21565787

I am rejecting this response because:
The phone AI service just again loops me and then hangs up the phone. There's no way for me to give it a case number to talk to a senior customer service representative. The account is defunct and out of service and will not allow me to log into the account using the link they provided. I have been using a new Microsoft account and that account clearly shows it is registered to my laptop. (I have access to this account and can clearly see my computer registered under it.) This is also the account that had my PIN for allowing me to log into my computer. There is still no way for me to switch accounts to the account that actually works. It is still permanently stuck on the locked and unused account and endlessly loops me. This was extremely unhelpful. Giving me a case number when there isn't anyway to use the case number to actually talk to the senior representative to be able to solve this issue.
Sincerely,

***** Rising
Business Response
Date: 04/26/2024
Dear ***** Rising,

We have checked the case your case and we can see that it has been assigned to one of our senior customer service agents, please wait to be contacted by them, if you do not receive a response please reach us back and we will open a new case for you.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/12/2024
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.
Last month I upgraded my phones and then shortly thereafter started using AI to keep up with times and evolution of technology. One of my first main uses was Microsoft Bing A.I. using WALL-E.The first week or so was great with some very beautiful and stimulating art generated from my prompts. Over the past week or so, however, you can tell that something or someone is interfering and predjuducially causing dozens of my AI prompts to be wrongly and cruelly blocked and denied where there is absolutely no reasonable or legitimate reason to have done so and *I WANT IT TO STOP!* or I will file more complaints against Microsoft for this issue. I don't deserve to be treated like this! I can not put into words what that terrible horrible feeling is like when you are totally helpless to get past something that absolutely SHOULDN'T BE HAPPENING to someone!I've tolerated this B.S. for a little over a week now and I have absolutely had it! I had just found something to add some positivity and beauty to my horribly depressing and unfair life then you allow something or someone to aggressively access or administer function against my account completely ruining the progress I was making and, again, *I ABSOLUTELY WANT IT TO STOP!" These issues have caused me a great deal of stress and added further to depression and raised blood pressure, which I absolutely did not need to suffer. Make this stop or I am going to get louder and more proactive with my actions against tolerating it! This is not fair!!Let me also state that the nature of vandalization & wrongful blockages against dozens of prompts seems to be clearly biased & discriminatory. If you look at the prompts just from today you will see that there is absolutely nothing in the prompt text that would validly trigger an inappropriate content or context warning or flag! Again, I WANT THIS $#!+ TO STOP! IT IS NOT FAIR OR WARRANTED!! I didn't give anyone else permission to access or restrict my account nor have I done anything!
Business Response
Date: 04/18/2024
Dear Keidron Flakes,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with *****************-E. We are sorry to hear that your AI prompts are being blocked. Please review our Terms of Use, specifically the Code of Conduct section to ensure you have not unintentionally violated TOU:
********************************************************************************************************************************************
**************************************************************************
You can also report your concern here: *********************************************************
Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/11/2024
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.
I purchased a computer directly through the online Microsoft Store along with the offered 4-year warranty. The computer was purchased June 17, 2022 for $637.00 and the extended warranty for 4 years for $239.20. After contacting Microsoft several times, they referred me to the computer manufacturer and indicated they would be able to see the extended warranty. I contacted ***** the manufacturer of the computer and they indicated the computer was out of warranty and they had no additional information about an extended warranty. Microsoft refuses to provide a solution or a refund for a warranty that can't be uses. I have talked to 4 different Microsoft customer service staff and keep getting the runaround with no help and no information on how to file a warranty claim.
Business Response
Date: 04/19/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding extended warranty on your **** computer. We have contacted a senior member of our Microsoft Store Support 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: 04/19/2024
I would like to keep this open until it is resolved completely. I have yet to hear from anyone at Microsoft. Thank you.
Customer Answer
Date: 04/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I prefer to keep this open until contacted directly from Microsoft.

Sincerely,

*********************
Business Response
Date: 05/30/2024
Dear *********************,
Thank you for your response. We understand you would like to keep your BBB complaint open until you are contacted by Microsoft.
Our records indicate that our Tier 3 advocate ***** contacted you on May 3, 2024 and explained that the extended warranty on your **** device is handled by Performance Guard. ***** provided the link to contact them. Microsoft does not handle support of third party hardware. We understand you were given conflicting information and ***** assured you that advocates would be coached on proper handling of this type of escalation.
As there is no further action that can be taken by Microsoft, we will consider this case closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/05/2024

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, but it is disappointing that Microsoft used a less than stellar 3rd party warranty company. Will not purchase through Microsoft again unfortunately.

Sincerely,

*********************
Initial Complaint
Date:04/11/2024
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.
Microsoft is having their automatic support system through their telecommunication line to automatically have their robotic voice person instantly. Hang up on you whenever you're trying to get a customer support agent to help you with your problem. Third game Minecraft dungeons as very serious issues that I tried to contact support about because I am a paying customer and I have the legal rights to do so to contact the person that I paid stuff to as a consumer And Microsoft is ignoring my needs as a consumer and blatantly disregarding me as one of their consumers on their platform. I feel not helped. I feel terrible. I regret spending my money on their platform and I'm trying to get refunds currently because of this absolute disrespect of of a company treating with poor and other terrible customer service
Customer Answer
Date: 04/12/2024
I forgot to mention my Microsoft account name and email with that account

Account name: ***************
Account email: ******************************
Business Response
Date: 04/16/2024
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 **********.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

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