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:04/07/2024
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.
I have a Microsoft Rewards account. The acct. email is ********************** that got falsely suspended. Microsoft Rewards is a program you can get points for doing searches on Microsoft Edge (ME), doing activities or quests on ME or Xbox, playing games on Xbox & using the Microsoft Rewards app. With these points you can get subscriptions, gift cards, or donate. I have had this account for about 5 ********* use the points I have earned to get Xbox gift cards to save some money. I started a routine where I would do activities on multiple devices i.e. my iPhone, ********************************* I did this for about 2 years with no issues, but around Nov. 25th of 2023 as I got on the Microsoft Rewards app it said my account was suspended with no reason. I went to the support page to try & submit a support request explaining my account says its suspended as I had not done anything. It said a response would be received in 24 hours, but 2 weeks went by with no response. I tried to submit another request for help & still got nothing. I then tried to submit one under the test category to see if my requests were going through & they responded saying they knew it was suspended. I tried to submit another one explaining I believed the account was falsely suspended & it took almost 2 months to be given at a reason for the suspension which was for earning points in multiple markets which I have not done. There would be no further assistance on my account. I tried to reply to them asking what that meant because I never left the country or used a VPN. I then tried contacting Microsoft Support twice asking for help & both times they said only Rewards Support can access your account. I tried using a backup account had to contact them multiple times over 3 months & every time would get told to submit another request under the account thats suspended even when I explained multiple times I could not. I am looking for help to resolve this issue & get my account back to be able to utilize the points.
Business Response
Date: 04/12/2024
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 **********. You can also try recovering the account on your own by visiting *****************************.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/07/2024
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.
Reason for me contacting is because my mother has a msn acct. The other day she tried to login an it said there was a breach in security on there end for whatever reason. She can't get into her acct. We have done the stuff to try to recover but it saying no that the info inputted was wrong. Which it is not. She needs access back. She uses that email address for bills an etc. Email acct in question is *********************************** and ******************** so help is def needed here. To contact her by phone num is ************ which is the *******. Cell phone number is ************. I'm doing this on her behalf to help her out. I put my email address in on top info since she obviously can't get into hers.
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: 04/12/2024
Ok great that I appreciate. Thanks
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: 04/16/2024
Obviously after I had contacted b4 about this situation and had accepted the thing from business you guys closed out the complaint. Though they contacted thru email. They didn't do c*** They never called my mother an it has me and her very mad. *********************************** and ******************** is the emails in question. Stupid data breach they have and didn't do anything so they need to contact her and fix it. ************ to call or ************. Service request ********** was the original request number from them. And the employee was ******. He can't do his or her job properly and needs some type of talking to from there boss as well.
Business Response
Date: 04/29/2024
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 7040452657.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/29/2024
I don't accept because I tried this route and my son was and is still helping me with this matter and got no where the last time. I need my two accts back. I have bills i pay and use my email accts for that and etc..not having access to my stuff doesnt help. Had no issues till i tried logging in an it showed on my end a data breach. Give me a call ************ or ************

Complaint: 21542131

I am rejecting this response because:

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 has been closed as our agent has tried to contact you several times and they havent received an answer. Please get back to our agent to get the case reopened and receive further assistance.

We will keep monitoring your case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/03/2024
they never called. I gave them specific instructions to call me ************ or ************ they never called and they need to call asap. I don't feel like doing a 3rd complaint because they refuse to do there job. I need access into my accts!!!! I'm now very angry.

Complaint: 21542131

I am rejecting this response because:

Sincerely,

****************
Business Response
Date: 05/13/2024
Dear ****************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we mentioned on our last response our agent contacted you several times through email to be able to schedule a call with you, but they didnt receive an answer. The case cannot get reopened, unless you get back to our agent. Please follow these instructions to receive further assistance.

If the case doesnt get reopened for another reason, we will provide further assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/13/2024
that's a complete lie. And you know it. You were told in email to call me and you never did I gave you my cell number and home number. You haven't called at all. My home number is ************ and cell is ************. I need my access back to my 2 accts. My son has been trying to help me. Which is why his email is being used to contact you.
Complaint: 21542131

I am rejecting this response because:

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 7041463786.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/15/2024
As stated b4 im not accepting this till I get a physical call. I said this on numerous occasions and nothing. ************ is the home line. ************ Is cell-phone. I prefer home line because service for my cellphone at home is very fair.
Complaint: 21542131

I am rejecting this response because:

Sincerely,

****************
Business Response
Date: 05/30/2024
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 has been closed as our agent was able to provide you the assistance you needed to regain access to your account. Our agent also provided the instructions you need to follow to access your Hotmail account. Please follow these instructions.

Considering this information, we will be closing this complaint as theres no further assistance we can provide on our side.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/30/2024
this is her son. But yea she did tell me. Took you guys long enough for me going back and forth for a couple months. You finally listened and called. Idk why it took you that long to finally listen. But least it done.
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:04/06/2024
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.
Hello! I created a repair order for my Xbox Series X console back in Decemember, I sent out the device like I needed to, waited and waited, nothing, contacted them several times, always got delayed, at the end, they told me to contact *** (courier) which I did, they said they couldn't do anything, and to contact Microsoft again, which I did, they said, they can't do anything, and stopped replying to my emails. I am really frustrated, I am out a console, without an apology, compensation, nothing! Microsoft told me, that the device was lost on there behalf!! Microsoft policy is that they will compensate if a device is lost, this is really sketchy from them.Tracking number is 1Z585EF78631007401
Business Response
Date: 04/11/2024
Dear ************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding service on your Xbox Series X. We have contacted a senior member of our Devices Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
Upon review of the case, we see that agent ***** has been in contact with you. ***** explained that the ************** did not receive anything from you. We did not receive the device and there is no evidence it was lost during shipment. The tracking number provided appears to be for an unrelated package.
We understand this is not the resolution you had hoped for however, your inquiry was investigated in depth and we stand by the decision of the support advocate.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/12/2024

Complaint: 21540241

I am rejecting this response because:
I appreciate the well written email, but as I mentioned before, tracking number, 1Z585EF78631007401, it says delivered it is not my problem you didnt receive, thats on you Xbox.
Sincerely,

************************
Business Response
Date: 04/23/2024
Dear ************************,
Thank you for your response. As previously stated, our Service Center did not receive anything from you. We did not receive the device and there is no evidence it was lost during shipment.
We recommend you pursue this issue with the courier.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/24/2024

Complaint: 21540241

I am rejecting this response because:
I contacted the courier company, they said it was not there fault and it got lost during the sortment in there facility, I have the emails which they sent me aswell

Sincerely,

************************
Initial Complaint
Date:04/05/2024
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.
the loadouts in rtts 24 havent worked since the 3/28 update $14.99 for game pass and they haven't addressed or fixed the issue an over a week
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: 04/17/2024

Complaint: 21538283

I am rejecting this response because: i bring this to the attention of the bbb because your customer service reps are extremly unhelpful and bad at their jobs, last time i talked to them about an issue with a game, there only suggestion was to "unplug and plug back in the console"

Sincerely,

*********************
Business Response
Date: 04/26/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have reviewed your complaint and recent service request **********, and we see that our Tier 3 advocate ***** has been attempting to get in touch with you to assist you with your request, please respond to their emails so we can obtain the required information and offer you a solution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/05/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was using the Microsoft Edge Browser and I shopped on TEMU in order to get the 20% cashback that was advertised. However, I didn't get the cashback and never got it. I did all the steps right and clicked on the popup from Microsoft saying 20% cashback but here I am and I never got it. Attached I have the order invoices that I placed on TEMU and the corresponding order dates and the amount purchased. Approximately how long will it take for cashback to show up in my account? I have done all the steps correctly as listed in your FAQ and yet the purchases that I have made have yet to show up in my microsoft account. And for your reference, my email is ********************** as shown in the order invoices but since I have an Apple Account linked to my temu account, the invoices were sent to ************************************ I don't know if this changes anything but either way, I clicked on the 20% TEMU popup in Microsoft Edge and didn't get the cashback. Please fix this and issue me the cashback I was supposed to receive immediately. Dec 31, 2023, #PO-211-21232910172793760, $39.67 Jan 6, 2024, #PO-211-15048252682873760, $24.92 Jan 29, 2024. #PO-211-04396709878393760, $52.43 Jan 29, 2024, #PO-211-04396706407033760, $12.63 Mar 11, 2024, #PO-211-09378841764473760, $24.59 Mar 20, 2024, PO-211-*****************, $31.75 Mar 20, 2024, PO-211-*****************, $37.76 Mar 25, 2024, PO-211-*****************, $19.54
Customer Answer
Date: 04/11/2024
Hi there this is a new complaint as the other one was resolved. This is a new complaint surrounding a new set of orders that didn't qualify for cashback. can you please reopen the case?
Customer Answer
Date: 05/03/2024
Hi there

I have complaint with complaint id ******** and I am requesting that you reopen the case as it is not a duplicate. This is because my old case that I opened around January, I was experiencing similar issues and eventually, Microsoft issued the payout like they were supposed to. But now, I have a new issue where the payout isn't being issued. And it is associated with complaint id ********. Can you please reopen my case and send the complaint off to Microsoft as it is a new case?
Business Response
Date: 05/10/2024
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. For more information, report issues, bugs or any type of problem with cashback please contact:

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

Only using this link, you can report issues with Microsoft Cashback.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/10/2024

Complaint: 21538001

I am rejecting this response because:

I already used that link to contact support and nobody had gotten back to me regarding me being reimbursed.

Sincerely,

***************
Business Response
Date: 05/16/2024
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. For more information, report issues, bugs or any type of problem with cashback please contact:

********************************
Also feel free to use this another link:

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

Only using this link, you can report issues with Microsoft Cashback.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/16/2024

Complaint: 21538001

I am rejecting this response because:

I already did that and I did not hear back from anybody. And when I did hear back from somebody, they closed my case and didn't give me my cashback. I would like this escalated as clearly this isn't working. It is support request ********** and I was not given a reason as to why my cashback wasn't eligible and my case was closed for no reason. Please reopen the case.

Sincerely,

***************
Business Response
Date: 05/29/2024
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. Please continue cooperating with our agent so we can reach a resolution.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/30/2024

Complaint: 21538001

I am rejecting this response because:

The ticket is already open and I tried emailing her and updating my case on Thu, Apr 4, 7:20?PM. After that, I have heard no response from her or anybody else for that matter. Please reopen my case and credit my account with the cashback it was supposed to receive. I already gave you all needed receipts and documentation. Please just issue my cashback so we can move on from this. If you want me to send the order confirmation PDF's again I am more than willing to assist.

Sincerely,

***************
Business Response
Date: 06/11/2024
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** had been working with you on this issue. Upon checking, I was able to confirm this case was closed as our agent confirmed the correct information has been provided.

None of these orders could get the 20% cashback from Temu, because that was only for new users. Temu has started to offer 5% cashback for existing users, but that does not apply to past transactions. Also, in February we gave out a cashback for a Temu transaction of $119.93

I highly suggest contacting Bing Support for more information. You can contact them using this link. *********************************************************

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/11/2024

Complaint: 21538001

I am rejecting this response because:
First of all I am only referring to transactions that occurred after the $119.93 payout. After that payout, I got a popup for 20% and it said it was for all users. I made the purchases and didn't get the cashback. Nowhere did it say that it was only for new users. I already tried contacting their support team already please stop refering me to them as I already have a case open. In any case, it should not have taken you 3 months to tell me that I was not eligible for cashback as that is not what I was told before.

Sincerely,

***************
Initial Complaint
Date:04/05/2024
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 use Microsoft Bing for internet searches. I'm not receiving points for searches. This is a problem that started approximately 4 months ago. I'm missing somewhere between 5000 to ***** points. I have complained to the company with no resolution. I want the points credited to my account. I use the product as advised.
Business Response
Date: 04/12/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding not receiving points for Bing searches. We have reached out to the Bing team on your behalf. They are investigating the issue but do not have a resolution yet.
Please reject this response to trigger the case back into our queue. We should have a response by April 19, 2024.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/13/2024

Complaint: 21534031

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 04/24/2024
The reason I do not agree with the resolution is because the company did nothing. It did not give me points as per the policies for using bing. I do nto accept their resolution for this reason.
Business Response
Date: 06/14/2024
Dear *************************,
Thank you for your response. We did not receive a reply from you previously and were unable to share the findings from the Bing team. This is from April 12, 2024:
"After investigating user activities log, we saw user is earning search points, even up to yesterday.
I did see user is getting 0 points for some search activity. That is because we are gifting points after first 3 searches daily. Which means, if user have done only 2 searches on a day, there will be no points gifting. But will get total of 3 searches points on the 3rd search on the same day.
Also page refreshing / or searching same word multiple times wont qualified for extra points earnings".
If you still see points missing, please provide specific dates and we will ask the Bing team to investigate further.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/14/2024

Complaint: 21534031

I am rejecting this response because:
There have been several days where no points were received. Also I did not use same word as a search.
Sincerely,

*************************
Business Response
Date: 06/19/2024
Hello *******,
Thank you for your response. Please provide specific dates and as much information as possible and we will ask the Bing team to investigate further.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/23/2024

Complaint: 21534031

I am rejecting this response because: the dates are March 1st through March 31st.

Sincerely,

*************************
Business Response
Date: 07/08/2024
Dear *************************,
Thank you for your response. We have reached out to the Rewards team with this information and are currently awaiting a reply from them. We expect a response within the next 2-3 business days.
We appreciate your patience while we work toward a resolution for you.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:04/04/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account was locked late December or beginning of January. It took 3 months of filling out forms and fighting for access of my account. I was even fully locked out of my computer because of this problem. It was finally resolved and I got in my account after the verification finally got approved. Then 6 days later it was blocked again with no reason. I had only accessed my account once to get a recovery code. I have went through their process yet again and was verified. It did not unblock this time. Every time I ask for help, I get told to fill out the form again, over and over or to just continue waiting. And they say there is nothing they can do. I was told by a manager they could escalate the problem if not resolved after 72 hours to have another "manager" tell me that's a lie. My account is the parent account of my son's ********************** account. I also have a free trial that I haven't gotten to use and it's going to charge me soon if not canceled which they also won't do.
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
Customer Answer
Date: 04/21/2024

Complaint: 21533268

I am rejecting this response because: I am being told to fill out forms yet again that I have done many many times before, and still have yet to get into my account. Also, found an email in my junk folder, saying they were permanently suspending my account AFTER it had been reinstated due to changing security features which is what I was told to do!

Sincerely,

*****************************
Business Response
Date: 05/01/2024
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.Please continue cooperating with our agent so we can reach a resolution.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/08/2024

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:04/04/2024
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 had $21.46 withdrawn from my account four times from Microsoft Ultim for which I have not signed up for. I have even closed my bank account and opened up a new one because of this and they still took money out of my new account without me providing them with my new banking information. I am so incredibly disgusted and mad right now and want my money returned. There have now been four payments and I have attached the screenshot for the most recent one. The other payments were withdrawn from the closed bank account.
Customer Answer
Date: 04/04/2024
My boyfriend has been in contact with the company earlier today as well and the company has sent me emails stating that refunds have been issued, but the refunds have been issued to an old card to which is ni longer in use. Therefore, I don't even know if I will get the refund. In addition to this, even if I get the refund they issued, I am highly aggravated by the fact that they withdrew money from my new bank account which was not provided to them. I find it very alarming and I want to be assured that this will not be their future.practice.
Business Response
Date: 04/11/2024
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. In addition,we see that the refund has been processed and the service request has been closed. Take into consideration that generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/16/2024

Complaint: 21529784

I am rejecting this response for several reasons:
I needed to open a brand new bank account (and new debit card) just in order for Microsoft to stop taking money from me. Then, to my surprise Microsoft managed to find a way to take money from this new account. I would like some accountability from Microsoft that they will not be debiting money from customers bank accounts by isong banking information which a customer has NOT provided to ******************** moving forward.
Also, I am rejecting this because I phoned my bank again for a second time after your apparent refund and they said it has been blocked because it was left on ak old bank card for which I no longer use. They said I will need to be on the phone with them for a whole two hours in order for them to fulfill this refund request through their technical support team. I did not have the two hours today and will be phoning them tomorrow. Am I getting compensated for these two hours of my time?

Sincerely,

***************************
Business Response
Date: 04/26/2024
Dear ***************************,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. Upon reviewing your complaint and the associated service request number **********, we acknowledge that our Tier 3 advocate, ********, has been assisting you with this matter. We also confirm that the refund has been processed and the service request is now closed. Please note that refunds typically appear within 72 hours, but it may take up to 30 days depending on the policies of your financial institution. Should there be any issues with the refunded credit card, we advise contacting your financial institution to address this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/03/2024
Hi, my apologies as it was to my understanding that I had 10 days to respond to the last message and I have responded to the previous message and intended to respond to the company's message within the 10 days and since the 10 days have not passed yet, I thought I still had time. My apologies for not properly understanding your procedures. I also have a disability which makes it more difficult for me to write efficiently and so I also require more time for that. I'm happy to provide a doctor's note for this upon request. I would like to ask that you re-open this case and also explain to me the time period in which I have to coordinate between messages. *******
Customer Answer
Date: 06/03/2024
The complaint has NOT been resolved and numerous communications have been made to my bank to attempt to resolve it.
Business Response
Date: 06/07/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing the related items and their status, we can assure you that the three charges for $21.46 have been refunded, however, refunds may take up to 30 days depending on your financial institution's individual policies. No further actions can be taken from Microsoft as the refunds have been already processed by us.

If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.

We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/09/2024

Complaint: 21529784

I am rejecting this response because:

I waited I'm actuality waited for over two months at this point, and there are several other issues of concern:
1. You said there were 3 refunds that were issued when in actuality there were 5 that were not received.
2. You have not provided me with any assurance that you will not do this to the next consumer.
3. Who is going to compensate me for the hours I have spent dealing with my bank because of this?
4. You have made yet another debit on May 31st out of my new bank account yet again. Where is the assurance that you will NOT do this again?

Business Response
Date: 06/17/2024
Dear ***************************,
Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your recent grievance.

After a thorough review of your complaint and service request number **********, we can confirm that a refund for 5 months of Xbox Game Pass Ultimate have been already refunded. In addition, we have not been able to see any charge on May 31st,and we can confirm that the Xbox Game Pass Ultimate subscription is cancelled,however, there is an active subscription for Microsoft 365 Personal.

We apologize for any inconvenience caused. While we cannot directly compensate for lost time, we value your feedback and commitment to resolving the issue.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/24/2024

Complaint: 21529784
I finally received the refund from CIBC.
However, I am rejecting this response because I did not sign up for the Microsoft 365 Personal that you mentioned and I need you to cancel it.

Business Response
Date: 07/03/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we mentioned before, we can see under account **************************************** a Microsoft 365 subscription, active since Jun 5, 2024, please follow below link to know how to cancel your subscription if needed.
Cancel a Microsoft 365 subscription - Microsoft Support
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/10/2024

Complaint: 21529784

Thank you for your information on cancelling this secondary membership. It appears that it is a free yearly membership, likely from my new laptop purchase, which is not scheduled to charge me once the year is up.

I am rejecting this response because Microsoft has still not addressed my concern which I have expressed several times about debiting money from their customers bank accounts. I would like to understand whether this will be an ongoing issue with future customers and debiting their bank account, despite closing their account and opening a brand new account altogether. I would also like some assurance that you won't debit my personal bank account either.

Business Response
Date: 07/15/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have confirmed that there are no further active subscriptions than Microsoft 365 Personal in your account ************************** and this subscription has the auto-renew option off, so no further charges will be applied.
In addition, please be informed that Microsoft or any company, will charge you if you an active subscription, therefore, it is important for you to have control of your subscriptions and especially the ones that have a cost. Please visit our below website for further details. If you close/delete a Microsoft account, the very first step is to cancel your current subscriptions, if you do not do that, even if you get a new account, you will be still charged if you did not cancel your subscriptions correctly.
Manage your Microsoft 365 subscription or Office product - Microsoft Support
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/22/2024

Complaint: 21529784

I am rejecting this response because:

Why would you be able to debit money from a new bank account, if it's completely new and with a new debit card?

***************************
Initial Complaint
Date:04/04/2024
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.
After getting a new phone several weeks ago I began to experiment more with A.I. and I downloaded the Microsoft Bing search app with Image Creator by Designer using *****E without issue for over a month generating beautiful art in line with my interests and likes. There were occasional questionable potentially discriminatory interference like malfunctions a few times, but it culminated tonight in over a dozen totally clean and normal prompts being blocked along with questionable weird malfunctions followed by total removal of the Designer tab in the Bing app Image AI Creation section.I have a very tragic stressful hurtful life and I did not need nor deserve this B.S. that I suffered this morning.My entire Designer history is gone and no prompts work in addition to the entire Designer tab having been removed from my account where I would type my prompts for the *****E A.I. Creation interface.There was no valid or rightful reason to do this to me or my account and I want it reversed and the tab and all content restored. Any arbitrary access or interference against my account affecting the outcome of prompts also needs to stop as it is yet another mechanism for discrimination and stress against me. Again, I am demanding that stop and I am acknowledging that I can tell when it is happening and, I, again, want it to stop. There is no valid legal jurisdiction to do that to me or my account!!This is my first step to rectify this and hopefully my last or I will file more complaints and take further steps. Again, I WANT ALL OF MY ACCOUNT DATA ************************* AND THE DESIGNER PROMPT *** RETURNED TO MY ACCOUNT!!I DID NOR WAS I TRYING TO DO ANYTHING WRONG!
Business Response
Date: 04/08/2024
Dear Customer,

Thank you for contacting ******************** 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:04/04/2024
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.
Microsoft-******* charged me ****** today, April 4, 2024 as well as ****** last year and the year before, and I purchased nothing from them. I am looking for a restitution of ****** for being falsely charged.
Business Response
Date: 04/10/2024
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: 04/10/2024

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,

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

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