Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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:04/04/2024

  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.

  March 5, 2024 I was charged for an old subscription to Microsoft 365 Personal I no longer use.The subscription I do use is billed on August 26. 2024. Every year I have to deal with them to get a refund of the money taken out of my bank to pay for the old account.. Every year I am told it has been dealt with and I won't be charged again. For the past five years this has been happening. It is so hard to get anyone from Microsoft to talk to and get my refund. Also for them to truly cancel that old account.

  Business Response

  Date: 04/09/2024

  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

   
  Complaint: 21528813
  
  I am rejecting this response because:
  From the emails I have received I am being told to provide other colleagues and case numbers from the past years. While I have found some of the information and sent it I believe this should be in their system. I have also been told that the time frame for a refund has passed anyway. I dont think they want to resolve this case.
  Sincerely,
  
  *********************

  Business Response

  Date: 04/26/2024

  Dear *********************,
  
  We have reviewed your and the resolution the agent has told you will stand as it is, however we wanted to clear up some questions you might have, for the information our agents request, all information is to ensure that we have the correct information as well to provide a better and quicker service, as for the refund, these have a window of approximately one month after purchase for them to be eligible for a refund. Thus Microsoft will consider the case as closed,thank you for your understanding and patience.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/27/2024

   
  Complaint: 21528813
  
  I am rejecting this response because: The charge I am disputing was paid from my bank on March 6,2024. My complaint sent to BBB was on April 4, 2024. This was after I could not get any help from the chat and could not find anyway to contact Microsoft. I am tasked with proving I am the admin of the account so I can close it yet the charge is from my bank account and I was told by them that the admin was the only one who could close it. This has not been resolved and I have no proof I will not be charged every year. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/06/2024

  Dear *********************,
  
  We understand your frustration, however we have checked your case and see that our agent has turned off the autorenewal of the subscription,feel free to reply to this message or the email sent by our agent if you have any concerns.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/07/2024

   
  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. As long as the billing in March will not be repeated.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/04/2024

  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 received an email from a person representing themselves as associated with Microsoft on their technical support team regarding a ticket that had been submitted the day before requesting assistance with setting up a Microsoft 365 subscription. The irony is that even though I just recently upgraded my **** 365 subscription to a business account, I had already installed most of the apps last year when I initially acquired my iPhone 14 as part of my subscription to a family plan. I have no need for support of that kind because I can authenticate when the **** apps were installed on my phone based on the dates of documents created using those apps. The other concern that I raised with a member of Microsofts technical support team was that whoever created the support ticket was using the email address *************************** which means that not only is someone using an email address implying that those emails are from me raising concerns about the possible legal representations that the person may make in any random email which are not backed with anything substantive and that the email address is of the domain that I initially acquired through Microsofts partnership with GoDaddy in June 2020 and have paid all charges since even though I did not have access to the domain for a period of time. Last month, I noticed on GoDaddys website that the domain icubednetwork.org was available so I reacquired it under a new sales agreement with GoDaddy instead of through Microsoft. On March 31, I booked a reservation for one nights accommodation at The *************************. After checking in, I was in room 691 and noticed a charge of $230.09 from the hotel to my debit card even though Priceline had charged my debit card for $147 for the room. I reported this to my bank and to the front desk which both represented that the charge was a hold as a deposit and would drop off in two to three days. As this was divergent from my previous experiences with my bank.

  Business Response

  Date: 04/08/2024

  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:04/03/2024

  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 been trying to reach out to the support team to get into my Xbox account for a while now because of this issue they have not fixed with signing into my account. They have taken the ability to call and speak to an actual person or any type of customer service for this issue. I have spent well over $600 on this account and just to have it soft lock me out is ridiculous. I need my issue resolved immediately. The support team is non existent. This is stealing all because of a hiccup in there system thats been around since 2013.

  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

• Initial Complaint

  Date:04/03/2024

  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.

  Azure/ Microsoft is charging my card. 46$ for an account I do not have. I have tried every avenue they gave me. You can not talk to a person, live chat of theirs told me to create an account to unsubscribe. That makes no sense to me. They are for computers. Xbox, I have neither one. I read many comments, and several people are having the same problem. Please help, it is very unprofessional

  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: 04/12/2024

   
  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:04/03/2024

  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.

  The email address on this complaint has been part of a family member's Office 365 Family subscription for many years; the subscription provides 100GB Outlook.com storage, of which I am using 48GB. My family member passed away and thus lapsed on their payment 3 weeks ago. Suddenly, today at 9:30 AM, my Outlook.com mailbox stated that I cannot send or receive any emails because my mailbox is "full", also showing that my storage has been reduced to 15 GB. I immediately activated my own trial subscription with the intent of immediately restoring mailbox access, but yet Outlook.com continued showing that my mailbox was "full". During this time, anyone who emailed me received a delivery failure notification, and I did not receive their email. I spoke with Microsoft on the phone for over an hour, during which various agents viewed my screen and controlled my computer, and at the end of which I was told I had to wait "up to several hours" for the system to fix itself. I waited two more hours and nothing changed. After further research, I discovered that the free trial includes all normal benefits EXCEPT for the increased mailbox quota. This was NOT mentioned or determined by any of the three agents, including tier 2 technical support. I purchased a paid subscription and now my email functionality has been restored. However, I cannot retrieve the lost emails sent to me by others during this time period. As a result, I have lost an unknown number of important emails.

  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 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:04/03/2024

  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.

  On 02/06/24, my checking account was charged $69.99 from "DBT PURCHASE MICROSOFT*STORE MICROSOFT*STORE MSBILL.INFO *****". I attempted on 04/0324 to reach Microsoft to understand this transaction. I have not been successful in reaching a human being to communicate with at Microsoft. However, I did access my billing transactions as listed on my Microsoft account and there is no charge for that dollar amount or that date. In addition to a refund for a fraudulent charge, this error on the part of Microsoft has been compounded by the fact that I cannot discuss this charge with the company in any way.

  Business Response

  Date: 04/09/2024

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.  
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:04/03/2024

  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.

  Almost $1200 spent on my console and Xbox account alone just to get console banned when I was working not on my device.

  Business Response

  Date: 04/08/2024

  Dear Trey ********************* 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:04/03/2024

  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.

  It shows on my end that I have canceled the subscription in 2019. I hadn't been charged until last year and now this year. I see nothing on my end that I have any subscriptions with Microsoft. I have called numerous times, unable to get ahold of anyone and when they do call back the call is dropped on their end. I have filed with my credit card company but I am not getting an answer as to why i am being charged and I want my money back. I do not use Microsoft on my personal computer and only had when I was in graduate school-graduated in 2020. I want an answer from them and I want my money back.

  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: 04/18/2024

  It has not been resolved. I received an email asking for my ********** info on Tuesday but have not heard back since. That email said they would look up my payment and cancel immediately but no follow up. I also asked for a refund for the past 2 payments and they haven't responded. This is my issue with Microsoft. SEEMS LIKE A SCAM! Im getting upset, really upset. 

  Customer Answer

  Date: 05/02/2024

  I called Discover. They had issued a mistake and the payments were refunded by Microsoft. They are going to inform me if I get charged again next month. As of now, please close this complaint. If I am to get charged again, I will re-submit at that time. Thank you for your assistance. 

  Business Response

  Date: 05/13/2024

  Dear *****************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and related service request **********, we see that our Tier 3 ***** has processed the refund and the auto renew option has been turned off for the subscription. As no further actions are needed, we will be closing this case.  
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:04/03/2024

  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.

  We currently have several Microsoft subscriptions which we are trying to update the payment method for and we've had an open ticket for 5-6 months. Microsoft reps have made very ************** with the ticket, suggesting the same solution over and over despite me clearly documenting that the interface is broken on their end. I have asked that the ticket be escalated several times but am ignored and/or dismissed by their team. There is no customer service number I can call making hard to reach out to their support team or hold their reps accountable. When they do reach out and ask to schedule a call and I provide my times, they tend to not follow up until the dates provided have passed. They have been unprofessional and have made it increasingly difficult to address the ongoing billing issue.

  Business Response

  Date: 04/10/2024

  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:04/03/2024

  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.

  Unable to use my laptop and computer without interruptions or freezing. The company continues to block my computer from using the older version of their product. I am also unable to move documents from my computer and even print some. My computer was first frozen last year. I finally got a technician to call and help with the problem after 274 days. At that time I asked for return of my days and/ or time lost. I received a letter that said this would not be possible.

  Business Response

  Date: 04/08/2024

  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: 04/10/2024

  The email says that I have an assigned case number of ********** I will let BBB know if and when I receive any contact. I sent an email last month that went unanswered. 
  Thanks
  

  
  

  Business Response

  Date: 04/11/2024

  Hello ***********************************,
  
  We appreciate you reaching out to Microsoft Corporation through the Better Business Bureau about your concern. We have looked into your complaint and recent service request **********, and we see that our Tier 3 advocate ******* has been assisting you with this matter. To proceed, please reply to the last email you got from our Tier 3 with the following information:
  
  Phone Number:
  
  Preferred contact Date:
  
  Hours available:
  
  Time Zone:
  
  This information is very crucial because our Tier 3 needs to get in touch with you and fix the issue. If you have already responded to the email with the information, our Tier 3 will contact you as soon as possible.
  
  Thank you for your cooperation.
  
  Best regards,
  
  Microsoft Corporation