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

5,667 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:04/09/2024
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 charged me for a annual subscription, that was a school account back in 2023. Unbeknownst, that I was charged. This did a renewal in Feb 2024, but this time I disputed the charges. I attempted to contact them on 04/09/24 approx 4:09pm at ************ (3) times, each time I was told it was a different ***** HP ******, or tech support. All I'm trying to accomplish is my refund of $74.19 which was billed back in February 2024. I received no email or anything in regards to this account. I'm requesting a full refund
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
Customer Answer
Date: 04/16/2024

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. Referencing the new Compliant# ********** and wait for further details.

Sincerely,

***************************
Customer Answer
Date: 05/07/2024
This compliant still has not been resolved and Microsoft closed it without giving a refund. I have expressed to Microsoft that the banking institution, FFFCU, did not find in favor of my case and debited my account back the provisional credit. Microsoft is insisting that there is nothing that they can do because they are not seeing that they won the case in order to refund my money. They have not done a thorough investigation in the matter. I am seeking seeking the $79.14 refund & closure of that account.
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 ***** has been working with you on this issue and the case has been closed, however, we see a final statement from our agent regarding the status of the item which we can confirm it is still in chargeback, therefore,no option to refund the ***** USD is possible. Please contact to your financial institution to get this matter solved.

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

Complaint: 21552646

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:04/09/2024
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 charged each year for a product microsoft 365 , shown on my credit card statement as Microsoft*Microsoft 36. This service was purchased a long time ago but since my husband passed I've been trying to remove the charge. I do not have the computer any longer. I thought it was cancelled last year when I spoke to someone but once again the charge of $69.99 went through my account on January 08/2024. Since then I have spoken to my credit card company but did not get it resolved. I am not asking for the money back at this point I just want it cancelled so I don't get the charge back on my credit card next year. I do not have his account number and I've tried his phone # which has been cancelled close to 5 years. Apparently everything is done on line and without the information it can't be done. If you can help me resolve the issue I would be very greatfull. Every attempt I have made to reach microsoft has failed. I've even received a new credit card but some how they managed to charge the new card. If you can have a live person call me or reach me by email I would appreciate this. They should not be able to take money each year when no service is provided. If they need a death cerificate I am able to provide them with one.Thank you for your time. *****************************
Business Response
Date: 04/15/2024
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 **********.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/09/2024
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 filled out the warranty exchange form, for my defective Microsoft Keyboard. It is still under warranty and because of that Microsoft sent me an email asking for proof of purchase etc. After that they've ghosted me. The original department who was assisting no longer responds to email, and I get transferred repeatedly when contacting support. It appears that Microsoft is no longer honoring their warranty for their hardware.
Business Response
Date: 04/15/2024
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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/25/2024
Hello,
By the time the company contacted me, this case was already closed. I didn't receive any notification, that you were planning to close it. Can it be reopened so that I can update it with the appropriate information, or should I open a brand new case? I worry though, the new case will close due to the lengthy delay in the company getting back to me. What do you recommend?
Customer Answer
Date: 04/26/2024
After filing my complaint, the company had provided a solution. Once the case had been closed, they sent me an email indicating that the warranty exchange has been suspended due to lack of inventory. They can keep me waiting like this indefinitely, which is exactly what my complaint was about to start with. They are capitulating, trying to avoid providing a warranty exchange for hardware that is well within the warranty period. Either way just let me know if I need to open another case, or if you can reopen this one. I do dispute any solution the company says it has provided. While the agent in question seems to be trying to help, theyve essentially done nothing except provide reassurances that they relate and understand my complaint.
Business Response
Date: 04/29/2024
Dear *********************************,

We understand your concerns about your devices warranty,We will further investigate your case to ensure you have a resolution, you can reopen the case by replying to the agents last email or can open a new case by visiting the Microsoft support web page or calling the support number.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/07/2024
Hello,
I did not receive any warnings or notifications that this case was to be closed. I was just in the middle of working out a refund with Microsoft when you went ahead and closed the case. Now I'm worried they won't follow through with the refund, as they have no case against them? Why would this case be closed right in the middle of negotiating a solution?
Customer Answer
Date: 05/08/2024
Hello,
I once again have not received any email from BBB that this case would be closed. The company was just about to issue a refund, but now have ghosted me because the case was closed. Please send an email if you want to notify me that the case will be closed. I don't typically login as the company and I were communicating daily via email. Now they've just dropped it and I've lost all momentum for a resolution. This is the second time bbb has done this, and I think you should really fix this portion of your process.
*********************************
Business Response
Date: 06/28/2024
Dear *********************************,
After a thorough review, we are pleased to inform you that the necessary steps have been taken to address your concerns. As part of the resolution process, we have contacted you and issued a credit to your account.
We appreciate your patience and understanding as we worked to resolve this matter. If you have any further questions or need additional support, please feel free to reach out to us.
Thank you for allowing us the opportunity to serve you.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/09/2024
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 banned my account and I've lost thousands of dollars worth of games and content. I was hacked and my information was stolen. There were fraudulent charges to my checking account. I was able to fight the bank charges, but my Microsoft/Xbox has been closed causing me to lose all of that money spent on games and other content over the years. I've been in contact over and over again. They treat me like I am the criminal. They refuse to help, refund or reimburse the money I've spent on their products. I've estimated every purchase I've made since 2004 as $3200 as below. This is an estimate and not an exact number. I've made this estimate by figuring I've spend AT LEAST, if not more than $160/year purchasing games, movies and other content. I am unable to upload supporting documents as everything needed is located within my Microsoft/Xbox account that has been banned. Again, I've reached out to Microsoft/Xbox through chat, phone calls and emails. I've been told repeatedly that there is nothing I can do and everything is just gone. No refund. No help. Nothing.
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
Customer Answer
Date: 09/09/2024
My Microsoft Account that I use for my Xbox was hacked in March. Microsoft told me that there would be a "30 Day Ban" on my account due to being hacked. The ban was never lifted. I have contacted Microsoft dozens of times through chat, email and phone calls and I am told the same thing over and over again. "I have not provided enough information to reclaim my account." I have given them all of the information they have asked for. They keep sending me forms to fill out and I have filled all of them out to no avail. I've basically given them all of my information except for my social security number and I am still being denied. I have spent THOUSANDS of dollars since creating my Microsoft account over 15 years ago. I am being denied access to my account due to no fault of my own and will lose all of the things I've spent money on. I have reported this once before a few months ago and there has still NOT been a resolution. I want my account back and if ******************** won't allow me my account back then I want the money I've spent over 15 years buying their products I no longer have access to. Microsoft Account Email - ************************ Xbox One Serial Number ************** CONSOLE ID *************************************************************** Network Device Id *************************************** Gamer tag (usmcdmoney)
My Microsoft Account that I use for my Xbox was hacked in March. Microsoft told me that there would be a "30 Day Ban" on my account due to being hacked. I have contacted Microsoft dozens of times through chat, email and phone calls and I am told the same thing over and over again. "I have not provided enough information to reclaim my account." I have given them all of the information they have asked for. I've basically given them all of my information except for my social security number and I am still being denied. I have spent THOUSANDS of dollars since creating my Microsoft account over 15 years ago. I am being denied access to my account due to no fault of my own and will lose all of the things I've spent money on. I have reported this once before a few months ago and there has still NOT been a resolution. I want my account back and if ******************** won't allow me my account back then I want the money I've spent over 15 years buying their products I no longer have access to.
Business Response
Date: 09/30/2024
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: 10/21/2024
the issue still isn't resolved
Business Response
Date: 10/23/2024
Dear ****** ***********,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we have noted that our Tier 3 advocate, *****, has been assisting you with this issue.
Upon thorough examination, we have confirmed that our standard validation process was followed. However, based on the information provided, we were unable to validate the account ownership.Consequently, we are unable to grant you access to the account in question. You have been informed of this outcome, and as there are no further actions to take, your service request has been closed.
We uphold the decision made by our agent and would like to reiterate that no further actions will be taken, and no appeals will be accepted.
Thank you for your understanding.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/23/2024

Complaint: 21549295

I am rejecting this response because: I have spent a lot of money and have always been a faithful supporter for years! It is wrongful to treat a customer the way I'm being treated when the situation is out of my control. My account was hacked into with money being taken from me and sent out how could you ban me for something I didn't do? I will not let this go until it's fixed properly.

Sincerely,

****** ***********
Initial Complaint
Date:04/09/2024
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 keep getting charges from Microsoft on my bank account and I have spoken to Microsoft about it to please cancel and refund me for whatever was charged to my account and this has been going on for at least six months now and Ive contacted my bank and put in a dispute, but nothing happened, and I just saw the charge come out again And I want it to stop. This is not any service. Im getting from them that I am using so I need them to refund me whatever they have been charging me. Ill have to call my bank again to put it another stop payment but I really need your help getting Microsoft to stop charging me .
Business Response
Date: 04/15/2024
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 **********.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/08/2024
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 needed assistance with removing a license because it said it will be removed by my next bill but it's still billing me the same amount. When I originally submitted the support ticket, I was sent a confirmation email afterwards and then I was sent another confirmation email 5 minutes later even though I only originally submitted a support ticket once. I already have been experiencing cybersecurity issues with individuals impersonating customer service representatives. The representative I spoke to over the phone was asking to share my computer screen which I had to say multiple times that I don't feel comfortable with sharing access to my device. I was told to send the representative screenshots which I did, and the representative said he didn't get it. He refused to give me any other options. He said he saw 2 licenses on the account, I told him it's supposed to be only 1 license on the account, and I asked the representative to remove a license and he said he couldn't because he needed access to my device. I'm not understanding what's on and why is that is the only option, but I want the number of licenses on my account reduced to 1.I'm requesting to have my billing adjusted. The representative name is ********************The tracking number on this support ticket is TrackingID#****************.
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 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:04/08/2024
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 had to file this complaint again due to my mental illness I don't know if I did it right so microsoft/xbox I changed my password today and went to enter it and it said it was wrong when I knew it was right because it was saved in my phone for password so microsoft/xbox is not allowing me to get into my account which has thousands of dollars worth of games on there and it's the only thing I find solace in with my mental illness and I've had problems with this company before so this is a revenge tactic by locking me out of my account to cause me great suffering and this is because I exposed the company for being racist promoting c********* while promoting unsavory things involving kids and also for promoting terrorism because I exposed the company they are doing everything in their power to destroy me so when I changed my password they said it was wrong just to lock me out and make me pay for what I did I want to be able to get back into my account ASAP as it has a big effect on my mental health right now I beg you to help me this company's been torturing me for 7 years now death threats and everything else and because I'm Muslim they also have attacked me for that there Islamic phobia
Customer Answer
Date: 04/09/2024
I even contacted Xbox / Microsoft support and they would not help me in any way I am disabled and have a mental illness and I'm on Social Security Disability because of my illness one of those being I can't concentrate I can't remember and so these people are supposed to follow the American with Disabilities Act yet they didn't they violated me just 10 minutes ago by not helping me in any way at all so I tried to resolve it and they only made it worse putting me down because I'm mentally ill
Customer Answer
Date: 04/09/2024
This is the person responsible for not letting me get into my Xbox / Microsoft account he's an agent that's supposed to take care of things yet he just kept denying helping me even though I told him time and time again I have a mental disability he did not care so I screenshotted his name and I will post it for you guys to see
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
Initial Complaint
Date:04/08/2024
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 had signed up in March 2024 for the one month free basic 365. I was supposed to receive the first month free! Instead they billed me $1.99 on my debt card. I then decided to cancel due to this a few days later but the never refunded my money. Then after I did this after never in my life having had an issue with storage overage they then claimed I was over my storage quota on Apr 1 ************************************************************************************************************************* receive email!! I then dropped my usage from 23GB down to 17.5 GB by deleting a ton of emails and apps but it would not go down past this point no matter what else I deleted!! I am also missing chunks of emails from the month of May 2024 and some other months!! I am in the middle of a hearing with the State of IL so having several emails which the lawyers and judges have do they cannot be deleted until the hearing is over! I also cannot afford to subscribe to their service at the moment as I have been off work with 0 pay on unpaid medical and have not worked in 15 mo and waiting for my widows pension as I interview for jobs! They are trying to force me to buy their extended products and millions of others complaining online through extortion and holding my email hostage until I do and this is illegal!!! I am almost ******************************************************* and my elderly parents I care for as that is how they reach me for help, via my email!! Not to mention they are in the middle of a state investigation and hearing creating problems!!!I am a prior county, state and federal worker and also a twice widowed mother who takes care of my 91 year old father who lives 15 miles away!! I need access to my account!!! Please make them give me my free month of extended service I never received and access to my email and ability to send and receive email again!!!
Business Response
Date: 04/15/2024
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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/15/2024
I finally got a CSR to help me to download all of my data onto my computer then he told me how to delete the one drive app. I will NEVER use it again!! This at least helped me to get access to my email again though I am still receiving fifty emails for loans which are spam daily which I continue to report to Microsoft and delete! These started coming through and continued to while my access to my email was blocked too and others had the same happen to them too until they too threatened a lawsuit and class action then Microsoft decided to back off their data quota upgrade back in Oct 2023!! They are just trying to force all to buy more of their storage to make yet more money!! They are GREEDY!!! We dont have anymore money!!!! So it is working for now. I am attaching a copy of the loan spam that has flooded my emails since the issue with my email started!
Customer Answer
Date: 04/22/2024
Microsoft had me send them proof of my payment, which I did, but still refused to refund my $1.99!! They did nothing to help me and the issue is still unresolved!
Business Response
Date: 06/14/2024
Dear *********************,

We are very sorry to hear about this situation, we will contact the agent and express all of your concerns, and see why the refund was denied. We appreciate your patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/14/2024

Complaint: 21545211

I am rejecting this response because: I will wait and expect my refund!!

Sincerely,

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

We understand your concerns, are very sorry that this has caused complications, we have found the charge, refunded the $1.99, and gave you a free trail of M365 and $25 Credit to your account, as compensation for the issues this situation has caused. Please note that the free trail may automatically renew to a paid plan once its finished, if you do not with to continue with the plan and get charged, be sure to cancel it before its due.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/20/2024

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,

*********************
Initial Complaint
Date:04/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 04/07/2024 I needed to use microsoft word. The program was installed on my computer but the when I tried to open it, it said the file was missing but an ad came up and offered a free trial of Microsoft 365. The ad is for 30 days free and you can either cancel it or it will take it from your account. You have to have an account to get the free trial. I signed up for the free trial. It is for "Microsoft 365 Business Basic {No Teams}". After doing so I shut down my computer then later, when I tried to sign back in it would not let me, or when it did I still could not use any of its apps. It just said an error occurred and to sign in again.So I just want to cancel this free trial. It is so far impossible to reach someone who will help. It just keeps saying to sign in. I don't want to be charged for this if I can not use it. I have the email that confirms the order, except for me to see the order number in the email, it required that I sign in, but then would not let me. At this point I just want to cancel the order and my account with them and get a confirmation notice that validates it. I did take a screenshot of confirmation I got on my laptop from my order, which I will include in attachments. Thank you
Business Response
Date: 04/12/2024
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: 04/16/2024
I have received a letter of correspondence from Microsoft and so far was able to sign into my account.
I did not find any information about the free trial account I want to cancel, or a confirmation that it has been canceled.
The outcome is still in the works hopefully.
I will notify BBB when it has been confirmed.
Thank you
Customer Answer
Date: 04/25/2024
As I have not received an official confirmation the account is closed it seems the account is no longer active. I will be 100 percent sure after the end date of the free trial.
I did however agree that I have been enough given helpful assistance with company representatives in trying to resolve any and all problems, and I am satisfied with the outcome at this time.
Thank you.
Customer Answer
Date: 05/04/2024
Regarding this case;
After many emails were exchanged,
This situation has been handled and resolved.
By representatives from Microsoft.
My gratitude to BBB for mediating this for me, and the representatives who were able to help resolve the problem.
Initial Complaint
Date:04/07/2024
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 uploaded a ********* receipt in the MS ***** app on 3/21/24. The receipt clearly shows I purchased Alavert. There was an offer at the time of the purchase and upload for Alavert "any variety", for $3.00. The app shows that the offer was rejected on that receipt for no apparent reason. I contacted Microsoft customer support about this. They have since sent me at least six emails. It seems that several of them are from different people and they keep asking for the same details that I already provided when I initially responded to the first two or three emails. This has been going nowhere and it's insane to me that Microsoft would waste their own resources as well as my time just to avoid crediting $3.00 to my account. Just resolve this already.
Business Response
Date: 04/16/2024
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
Customer Answer
Date: 04/28/2024
I received an email from Microsoft and I responded to it. I have not heard back since and this issue remains unresolved.
Business Response
Date: 06/04/2024
Dear ***********************,

We understand your frustration on the situation, however we can see that one of our agents is investigating your issue and is working towards a resolution. Please maintain communication with the agent until a solution is reached.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/04/2024

Complaint: 21542852

I am rejecting this response because:
It has been months. This issue should be very easy to resolve. I don't see any messages or calls from anyone representing Microsoft since I last reopened this.

Sincerely,

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

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/13/2024

Complaint: 21542852

I am rejecting this response because: I was contacted by a Microsoft representative and received a surprisingly disingenuous and unacceptable response.

Sincerely,

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

Can you provide a better description of the resolution/service you received so we can better understand the issue and make it right. Feel free to reply back to this message.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/22/2024

Complaint: 21542852

I am rejecting this response because: I was contacted by personnel from Microsoft and told that there was no cashback match for the offer in my complaint here, even though the offer clearly existed and should have been honored. The resolution I sought was to receive the cashback for that offer because it should have matched since I satisfied it with a purchase that is reflected on my receipt. You guys are just keeping this whole issue in a perpetual loop now where you ask me to repeat what's going on even though it's all thoroughly documented. Stop wasting everyone's time.

Sincerely,

***********************
Business Response
Date: 07/03/2024
Dear ***********************,

We will investigate the escalation and the actions taken by our ******** Service agent to better understand the investigation made, we will update you when we have news about the case, however please feel free to visit MS rewards support.
*************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/07/2024

Complaint: 21542852

I am rejecting this response because: We're still going in circles here. Either resolve it or forget it.

Sincerely,

***********************
Business Response
Date: 07/16/2024
Dear ***********************,

Thank you for contacting us, please keep your attention to your inbox or phone, for any new communication from the agent.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/21/2024

Complaint: 21542852

I am rejecting this response because: I was not contacted by anyone else from Microsoft. Microsoft has apparently decided to remove this app feature entirely, so unless they want to send the money stated in the offer directly to my bank account, it will now be impossible for them to resolve this.

Sincerely,

***********************
Business Response
Date: 08/01/2024
Dear ***********************,

As mentioned before we have looked into your concern and acknowledge that an agent is already communicating with you. The resolution of the case has been communicated via email or phone call, Microsoft will now consider this case as closed as the issue has been worked on by our agents.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/01/2024

Complaint: 21542852

I am rejecting this response because: You've actually done nothing and provided no new information, so my stance is unchanged.

Sincerely,

***********************
Business Response
Date: 08/05/2024
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, could you please indicate your preferred contact information to provide it to the agent, for them to contact you directly.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/07/2024

Complaint: 21542852

I am rejecting this response because: You guys have my email already: ***************

Sincerely,

***********************
Business Response
Date: 08/19/2024
Dear ***********************,

Thank you for sending us your email once again, we will send this information to our agent for them to contact you, if you are not contacted in a week time we will make another case in your behalf.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/04/2024
I need to re-open Complaint ID: ********. ******************** claimed they would contact me outside of the BBB messaging system and they never did. They have done this multiple times now and they should not be allowed to get away with not actually doing anything to resolve this.
Business Response
Date: 09/06/2024
Dear **** *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have created a new case ********** please stay alert for our agents call/email, they will be attempting to reach you to the contact information provided to the BBB. However you can still reach us by calling **************** or visiting **********************************************************

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/09/2024

Complaint: 21542852

I am rejecting this response because: I received a message from a MS ******** stating "I am unable to provide an estimated time frame for the resolution". In that case, DO NOT respond to this message UNTIL the problem is actually resolved. Otherwise, I'll continue to reject these responses.

Sincerely,

**** *******
Business Response
Date: 09/20/2024
Dear **** *******,

We have thoroughly reviewed the last case created and found that your concerns were valid. The agent assigned to your case has meticulously verified all the necessary information and has decided to issue a cashback to you as a goodwill gesture. We sincerely hope this action demonstrates our commitment to resolving your issue and restoring your trust in our services. If you have any further questions or need additional assistance, please do not hesitate to reach out to our support team.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/24/2024

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, if only because the requirement I laid out for a resolution has finally been met. I am still disappointed in the absurdity of Microsoft's actions in delaying this outcome and wasting its own resources to that end.

Sincerely,

**** *******

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