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

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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:04/03/2024

  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 will not allow me to remove my Debit card from my account. The debit card is not linked to any subscription NOR does it have a balance. Yet even after talking to Microsoft for 3 DAYS, they still can not remove the card.These are my ticket numbers ********** ********** This is unacceptable and bordering on illegal.

  Business Response

  Date: 04/08/2024

  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,I was able to confirm the case is being worked and the resolution will be provided to you in a few days.   
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/02/2024

  Type:Order 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 billed 3 times for Microsoft 365. I previously was paying monthly for the service and recently took out a yearly contract paid in full. Last year I was billed for a full year while at the same time paying $6.99 a month for the same service. I want the automatic billing to stop immediately. I am not paying $74.36 when I have another fully paid for contract for the same year. I have tried multiple, multiple times to contact Microsoft support to speak to a 'real person' about this issue. I have been on hold in cue for over 45 minutes each time I call and once connected it is only a menu I can choose from. If my issue does not have to do with an item on the voice menu (it's not because I want to speak to a real person) then I am immediately disconnected. Microsoft is very quick to bill but it is impossible to connect to a real person in the support department. I need this problem solved immediately since I am paying twice for the same program and cannot resolve this due to their poor customer support service. Very frustrating.

  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: 04/09/2024

  I do not want the case closed until it is resolved. At this time the response from Microsoft indicates they will look into my issue. I will wait a few days for their response/solution. Please keep this case open.   *************************

  Customer Answer

  Date: 04/16/2024

  This issue is NOT RESOLVED. I sent Microsoft a photo of the charges I received that I am debating and the response  from Microsoft was that the photo was not clear. I have sent them another one.  *************************

  Customer Answer

  Date: 04/18/2024

   

  Please know that I have attempted to resolve my issue with Microsoft multiple times through multiple attachments and photo copies of charges from Microsoft taken from my PayPal account that links to my bank account. The person who has been communicating with me via emails does not seem to understand the issue and keeps asking for more information from me. I have provided all information possible to her for her to resolve the issue, yet she continues to ask for more information that does not exist. I do not want this case closed. It is impossible to get a 'real person' to discuss my issue with on the phone. I have tried multiple times. I am very dissatisfied with the lack of understanding of the issue by the person I have been communicating with. Because I have tried multiple times to explain my issue to the representative and have provided multiple copies of charges from Microsoft, I have asked the representative not to contact me further.  I have given her  all information possible to resolve this case. Please let me know if BBB has a contact at Microsoft that I can contact who can review all correspondence I have had with the service representative I have been communicating with.

  I am attaching the latest photocopy of the charges I incurred from Microsoft via PayPal connected to my personal bank account.IThank you

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

  Business Response

  Date: 06/14/2024

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

  
  We would like to emphasize the need for providing the full information requested by our agents. As you know, the specifics you give help us to comprehensively grasp and efficiently resolve the issue in question.
  Your collaboration in this matter is greatly valued, as it facilitates the quick and satisfactory outcome of the concerns expressed. Please keep sharing the required information as soon as possible.
  Thank you for your attention to this request and for your ongoing support.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/14/2024

   
  Complaint: 21522335
  
  I am rejecting this response because:
  I have provided above and beyond any information needed to solve this issue. There is nothing else I could possibly provide. It is unfortunate that I am getting the run around from this company that provides terrible customer service and has representatives that are not trained adequately to understand and work with all the information I provided through multiple emails. Prior to my emails, I spent hours trying to contact a "live" representative on the phone. After waiting beyond 45 minutes in cue when I called, when it was my turn, there was a limited menu presented, none of which applied to my problem. I was never able to talk to a person after trying for days. Horrible customer service .

  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/20/2024

  
  Dear *************************,
  
  We understand your concerns, and are very sorry that you had an unpleasant experience with our customer service, please follow this link to were you can manage your charges, *********************************************************************************************************************************************************************   
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/02/2024

  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 purchased Microsoft Office 2019 for Mac for about $130, and installed it in July of 2020. Microsoft has cut me off from product updates because I lost my account password. I do own a product key and that unique key should serve as proof of purchase. This product was purchased with a perpetual license.Instead of asking for a product key, Microsoft's web page asks me for the credit card used for the purchase. I no longer have the same credit cards that I had in 2020 and because I cannot verify the credit card used for the purchase, Microsoft refuses to allow me to recover my **************************** has no support phone number, only a web page. I purchased a perpetual license to avoid subscription charges, but now I'm stuck.I want my account recovered so that I can install software updates as they become available. Missing these updates creates a security risk for me.

  Business Response

  Date: 04/08/2024

  Hi ***********************,
  
  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must call1 ************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, or we you can try the recovery form ***************************************.
  
  Sincerely,
  
  Microsoft Corporation.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21520509
  
  I am rejecting this response because I bought a perpetual license for ********** 2019 and now I cannot get security upgrades because my login stopped working.

  I want a refund or, I need to talk to someone. The phone number supplied just sends you to a website that forces you to login WHICH IS WHAT I CA NOT DO. It is impossible to talk to a support represetative.

  I cannot recover my account because I cannot answer some of the verification questions:

  What credit card was used to make the purchase? I don't know the answer.

  Supply an email address for mail sent to you. -- I don't use their email at all. I use gmail and get all of my emails on Mac Mail.

  I have a product id: *****************************. I thought the product ID was proof enough that I own the product. The purchase was made in July of 2020. I use Word and Excel (a lot). I've been getting product updates until about December of 2023. 

  I bought Office 2019 because I don't want a subscription. If I was okay with subscriptions I would have bought Office 365. Given the impossibility of resolving my issues using their web pages, I deserve a refund. It's a perpetual license that is not perpetual. ******************** is failing to meet the terms of purchase.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/22/2024

  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: 04/27/2024

   
  Complaint: 21520509
  
  I am rejecting this response because: Microsoft keeps pointing me to a password recovery page that does not work for me. They require that I have an available email for verification but I do not use Outlook and do not have an available email. 

  This is frustrating. They absolutely refuse to talk to me and have no intent on fixing my problem. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 05/06/2024

  Dear ***********************,
  
  We understand your frustration, however the form is the only way to verify your identity, please make sure that you dont have third party apps or extensions that *** block the page from loading. You can still get access to your account by visiting ****************************************************************************************************************************************************************
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/02/2024

  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 bought minecraft and migrated my account to microsft as requested. I have the receipt of the purchase of the game as well as a screenshot of the confirmation email that was sent to me after I migrated my account. After migration I am unable to find my microsoft account that I have used many times in the past and microsoft support wont allow me to reach out to them. I have my username which is KvothDuval and evidence of purchase of the game as well as the migration. Why then am I not able to play the game or even find my microsoft account anymore? They allowed me to migrate the game to my college email ****************************** but now do not recognize the email because it is a student email? This is stealing, I bought the game ***************, they let me migrate it to this email address, but now take away the account from me because its a student account after letting me migrate it there? Makes no sense and they dont give me any way of contacting support because its a student account.

  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:04/02/2024

  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.

  Apex Legends 10,000 (+1500 Bonus) Apex Coins Request under review Requested on: 4/2/2024 Order number: ********** See details Apex Legends 10,000 (+1500 Bonus) Apex Coins Request under review Requested on: 4/2/2024 Order number: ********** See details Apex Legends 10,000 (+1500 Bonus) Apex Coins Request under review Requested on: 4/2/2024 Order number: ********** Apex has erased over 4 and a half months worth of skins! Theyve deleted over $270 worth of items out of my account. And its a widespread issue all across apex.

  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 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:04/02/2024

  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.

  Purchased a Microsoft accessories, and the products are tearing through batteries almost bi-monthly with normal use. Wireless keyboard 2000. Attempted to call Microsoft and ** phone service would not allow me to speak to anyone. Directs to you chat online, but there is no chat feature. On top of that the ** phone system locks you out from calling back, it assumes you have the same issue. Well now I cannot get onto Edge or access software, but I cannot call back because the ** system has me blocked on an assumption? So I cannot call to speak with anyone, I must do it online, but 1) there is no chat feature, 2) that assumes I have access to internet at the time of needing assistance. So please forward to complaint department, I would like a written response to the concerns expressed with Microsoft's telephone ** system, including but not limited to; its programing protocols, why the system blocks customer access to representatives, essentially blocks call backs. Additionally, please respond with the product specs for the keyboard, including battery life projection and use, and if there is any known defects or other reported similar issues. Please include a meeting time and non-** operated telephone number to discuss via phone if need be. Best wishes.

  Business Response

  Date: 04/08/2024

  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:04/01/2024

  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 had an account that ********************/Xbox has locked me.out of because of someone (little cousin) accidentally trying to log in, when I tried to recover my account and entered the information needed the only thing I couldn't remember was my.password for my outlook so when I try to reset my password for the Microsoft account so I can get ************************* account back the website said I didn't have enough information to recover my account! If I forget my password why would they ask for a password I've used when the whole point is that I don't know the password. It is insanely frustrating also that you can't just call them and get it resolved it just refers me back to there website THAT ASK FOR ME TO SIGN IN TO CONTINUE BUT THE WHOLE POINT IS I DONT REMEMBER THE PASSWORD. The thought that I might be permanently locked out the first xbox account I've ever made and owned and purchased movies and games on for the last 10 years is infuriating and I don't understand why it is so hard to just get a hold of someone so I can get my stuff back.

  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 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:04/01/2024

  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 need to cancel a subscription (or merge two subscriptions as I was charged for two and only need one) and am unable to do this online and no one will pick up the phone at Microsoft. Today I requested a call back on their site and did receive one 30 mins after calling, and then proceeded to wait four hours as no one ever got on the line. This company is ridiculous and notorious for not speaking to anyone even when they have billing questions and need help. Of course they will never stop charging me - they just won't let me cancel.

  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 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:04/01/2024

  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.

  Dear Microsoft,I am writing to you with profound frustration and concern regarding the recent locking of my Microsoft account, **************************** This unexpected suspension of access has caused significant disruption to both my personal and professional endeavors, and I am compelled to seek resolution urgently.It is crucial to emphasize that I have always adhered to Microsoft's terms of service diligently and have never engaged in any fraudulent activities. Therefore, the lack of communication and transparency surrounding the suspension of my account is deeply troubling. Without any explanation or evidence of wrongdoing, I find myself unjustly locked out of essential services without recourse.The ramifications of this arbitrary decision extend far beyond mere inconvenience. Deprived of access to critical documents, emails, and contacts, I am facing substantial disruptions to my daily workflow and productivity. Furthermore, this situation has cast doubt on my reliability and professionalism, damaging my reputation both personally and within my professional circles.Given the severity of the situation, I implore you to take immediate action to resolve this matter. I demand the swift reinstatement of my account, accompanied by a comprehensive explanation for its suspension. Transparency and accountability are paramount in restoring trust and confidence in Microsoft's services.Failure to address this issue promptly will leave me with no choice but to pursue legal recourse to rectify the damages incurred as a result of this unwarranted account suspension. I sincerely hope that it does not come to this, and I trust that you will prioritize the resolution of this matter without delay.Thank you for your attention to this urgent matter. I eagerly await your prompt response and the restoration of my access to Microsoft services.Sincerely,******

  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 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:04/01/2024

  Type:Sales and Advertising 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 two XBox accounts and I have the new GTA+ with both accounts, the gamertags are, PacificRaccoon1,and SweetDaddyRay62 I have had no problem till this month and since February I have been charged seven times between the two accounts. I called yesterday Sunday 31 March and again today April 1, 2024. The woman I talked with this morning told me she would credit one of the charges. My accounts are under different emails- ********************** ******************* and *************************** I have never had issues till this last month of March.

  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 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

   
  Complaint: 21514240
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer Answer

  Date: 04/10/2024

  This is photo of the charges back and forth.

  Customer Answer

  Date: 04/10/2024

  This is photo of the charges back and forth.

  Customer Answer

  Date: 04/10/2024

  Okay Microsoft sent me two emails one yesterday the first message and the second came the next day. They are already to right it off. I reply yesterday and the message I got today saying he was writing it off.  I resent everything today . I went as far as to share them on here with the BBB. 

  Customer Answer

  Date: 04/13/2024

  Proof of purchase for 3/27/24  and again on 4/11/24 at increased rate

   

  Business Response

  Date: 04/25/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm this case has been closed as our agent provided the refund. Our agent also asked if youre experiencing any other issues but didnt receive any response from you. Regardless, we consider this complaint as solved.
  
  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: 04/25/2024

   
  Complaint: 21514240
  
  I am rejecting this response because:
  I am including a screen shot of email showing I was charged again 
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/06/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Considering your case has been closed recently, please get back to our agent to get the case reopened and receive further assistance with this new charge. If the case doesnt get reopened, we will provide further assistance.
  
  We will keep monitoring your case through resolution.
  
  Sincerely,
  Microsoft Corporation