Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

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:03/31/2024
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.
Date of Transaction - 3/21/2024 Complaint - I pre-ordered game Dragons Dogma 2: Deluxe Edition. The following day on 3/22 the game was released and I played it for about an hour. Microsoft's refund policy states that you can request a refund so long as not a substantial amount of time has passed and you do not have much in game time.I requested for refund because the game was unplayable and crashing constantly on my Xbox system. It was non-functioning. I was denied a refund at first, then I started a chat with a support representative from Microsoft (I don't have chat logs because Microsoft does not provide these, hopefully they can provide these logs if needed). This member from support stated for me to reply to my denial email and I will 100% receive a refund for my purchase. I did that and was denied again.I fall without Microsoft's guidelines for refund and have been told by a member from their team that I qualify for a refund. I find it absurd they are not issuing this refund considering I've been a long time customer of the ********************** LIVE community since it was released in 2004 and purchasing products (physical and digital) from them regularly and never requesting a refund.
Business Response
Date: 04/05/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Xbox 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: 04/08/2024

Complaint: 21511249

I am rejecting this response because: There is no resolution here yet.

Sincerely,

*********************
Business Response
Date: 04/16/2024
Dear *********************

We appreciate that you reached out to Microsoft Corporation via the Better Business Bureau to express your concern.We have looked into your complaint and the service request ********** that you had with our Tier 3 advocate. We regret any inconvenience, but we are not able to give you a refund for your digital game product since it has been already used or accessed. We thank you for your comprehension of our refund policy.Thank you.

Given this information, we will be closing this complaint as there is nothing more we can do about this case.

If you have more questions, please respond to the last email that you got from our Tier 3 advocate.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/16/2024

Complaint: 21511249

I am rejecting this response because:
Here are the guidelines according to the Microsoft site Refunds are typically issued for requests meeting the following criteria:
Requests are made within 14 days of the purchase date
Requests are for games in which you havent accumulated a significant amount of play time
my purchase falls within 2 days and had less than 1 hour of play time. Your message of not being able to issue a refund because I have played the game makes zero sense.
Again, a member of the Microsoft team has informed me based on my time with the game that I would receive a refund with no issue. I dont understand what the issue is and your message is the same message Ive seen 3 times in a row. Very bot like.
I implore you to reconsider. I will be fighting this issue for a very long time, will be writing corporate, and be extremely *****-like over this. Ive never had to go all out like this, but this is the first time that I feel Ive been wronged and taken advantage of by a corporation Ive supported for many many years.
Thank you.

Sincerely,

*********************
Initial Complaint
Date:03/31/2024
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 March 31, 2024, I was charged $18.18 on a secondary payment method via PayPal for a Microsoft Xbox Game Pass Ultimate subscription, 14 Day trial, which recurs monthly. The payment method used was used subsequently after multiple failed attempts of the first payment method, which spanned about a month. So, for a month theyve been attempting to collect funds via a payment method which has no funds, only to then use the last payment method available. The payment method that has been charged was not the second, nor the third or even fourth payment method, but the last one. This is illegal, due to the nature of the fact that PayPal ONLY USES THE PRIMARY PAYMENT METHOD to make payments. So, after trying and failing using other payment methods, and trying every single card connected, they decided to use the last one which is considered fraud and a violation of PayPals terms of service agreement and individual rights. I already dont have much money, yet Microsoft makes billions a year and yet they are still trying hard to squeeze every last ***** out of you. Im infuriated. Ive been a loyal customer for over 10 years, spending hundreds on games and services. I want something done about this immediately. I would like a negative review and rating, to let people know the dangers of Microsoft, as well as a refund. I will file a complaint, contact them as well as PayPal, take it to the news channel, whatever I need to do to show how fraudulent and deceitful they are. Also, its worth mentioning that after turning off recurring billing, everytime one renews their subscription, auto-billing is magically and sneakily turned back on. This is unacceptable
Business Response
Date: 04/05/2024
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:03/30/2024
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 am trying to recover my outlook email but the password doesn't work also i fill the recovery form but theres some glitch i can't even do half of it . This is absurd. I'd like to speak to the tier 3 global escalations department regarding this.
Business Response
Date: 04/04/2024
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: 04/05/2024

Complaint: 21509450

I am rejecting this response because:
Alright Ill await the contact.
Sincerely,

*******************************
Business Response
Date: 04/17/2024
Dear *******************************,

We have checked the case ********** and see that our agent been in communication with you, please reply back to our agent for them to be able to continue with the service and resolve your issue.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/30/2024
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.
My Microsoft account, which is associated with my Minecraft account that I've owned since 2011 and attended Minecon 2011+2012 with and also spent hundreds of dollars on Xbox Live, suffered a security breach and Microsoft has not only been complacent, but performed actions that encouraged this to happen twice. Based on the email address that my Microsoft account was changed to, the hacker is likely Russian. Microsoft's ******* account has acknowledged in writing that this login behavior is malicious. The first time around, my Skype was luckily still tied to the account, and I was able to get approved by the account recovery form. However, Microsoft has a policy where security info CANNOT be changed for a whole 30-day window. But the hacker still has the ability to change the password whenever they'd like, and when I questioned Microsoft support about this, they said that there is nothing they can do. It appears that Microsoft support is almost powerless. I told them that it was inevitable that they would just change my password and nuke the security info again, and that is EXACTLY what happened. I no longer have access to this account, and this time, they made sure to remove my Skype info. All I can do is keep filling out the account recovery form, but each time I succeed, Microsoft is going to just hand the hackers my keys again. I am pretty tight about cybersecurity (I have studied it), but it is insane that Microsoft is the only account of mine that has been breached on such a consistent basis.
Business Response
Date: 04/04/2024
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:03/29/2024
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.
HI WHY DOESN'T THIS ******* COMPANY HAVE A HUMAN BEING TO PICK UP THE ******* PHONE! IT'S ALL ******** AND NO ONE PICKS UP THE * PHONE! WHY CAN'T I SPEAK WITH A HUMAN!!!!!! I CAN'T LOGIN INTO MY COMPUTER AND * MICROSOFT DOES NOT HAVE A SUPPORT NUMBER WHY IS THIS * COMPANY SELLING COMPUTERS!!!!!
Business Response
Date: 04/04/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding difficulty reaching support. We are unable to verify your account or locate a service request associated with the information provided in your claim.
If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/29/2024
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.
On 1/8/24 we were charged $62.89 on our Amex for "Microsoft * Subscrptimsbill.info" and the same thing on 1/8/23. I've contacted Microsoft several times ***************************** # ********) and unfortunately, Microsoft Support can't provide any assistance and refers me to an automated system that will not route my call unless I provide it with a software or account. We don't know what software is being charged or what email address is being used for the charge.
Business Response
Date: 04/05/2024
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:03/29/2024
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.
My account has been hacked and sensitive information has been taken control of by the hackers.Microsoft refuses to take action even though I have provided information about my account as well as shown the emails I have received from them in the past with my ***************************** will also not respond to my emails continuing to keep my sensitive information being exposed to those who should not have it.
Business Response
Date: 04/05/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Account. We have contacted a senior member of our Accounts Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********. Your case has been assigned to an advocate and you should expect to receive an email or phone call from them by April 8, 2024.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 04/08/2024

Complaint: 21503692

I am rejecting this response because:

The issue remains unresolved. Before there was a mention in a previous chat with a Microsoft employee about an 'account take back team' where they had assured me they could get my account back, but in this chat no such effort was made nor was this team even mentioned in this attempt at reaching out. I still have property and money with my account compromised and now permanently suspended. This is not a solution that I am satisfied with nor is it acceptable. Proper action must be taken.

Sincerely,

*****************************
Business Response
Date: 04/19/2024
Dear *****************************,
Thank you for your response. Your support case# ********** was closed due to no response.Agent ***** emailed you for additional information but did not receive a reply.Your account has been suspended, which means the attackers no longer have access to it.
To continue trying to regain access to your account please visit ***************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. The other option would be to reply to Aarens email with the information requested.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/19/2024

Complaint: 21503692

I am rejecting this response because:
No acceptable response has been provided. ***** has provided information that is conflicting with previous responses given by Microsoft employees. Until this account is back in my control I will keep rejecting the responses

Sincerely,

*****************************
Initial Complaint
Date:03/29/2024
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.
This Company has wrongfully charged my card money that I did not approve. I want my refund.
Business Response
Date: 04/04/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unrecognized charges from Microsoft.We are unable to verify your account or locate a service request associated with the information provided in your claim. If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
For self-service option please review this link:**********************************************************************************************************************************************************************************************************************************.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/28/2024
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.
On 3/10/24 I purchased WWE 2K24 for $119.99 on the Xbox store on my console. I play the Universe mode in this game after I play the story mode. The universe mode has a bug where title matches that should happen on "PLEs" (Premium Live Events) happen on Raw and Smackdown. In previous WWE games that did not happen. I emailed the 2K support team looking for a resolution and they told me they can't help me yesterday. I have all the emails if you need them. I asked 2K for a refund and they told me to contact Microsoft about a refund as they couldn't help me. I had already tried to do a refund request with Microsoft on 3/11/24 but they denied it due to playing time because I played the story mode first. I called Microsoft today at 6:39PM EST and was told on the phone that they could not refund me because my first request has already been denied. I was then told to call my bank and dispute the charge but to me that seems like fraud because I meant to purchase the product but am unpleased with it. I do not deem the game playable to my liking and am seeking your help with this issue. If you need anymore information I would be more than glad to give it to you. Like i said if it helps I have the screenshots of the emails for 2K support. Thank you.
Business Response
Date: 04/03/2024
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue, however the game is not eligible for a refund as per Microsoft policies,
Refunds are typically issued for requests meeting the following criteria:

*Requests are made within 14 days of the purchase date
*Requests are for games in which you havent accumulated a significant amount of play time Normally 2 or more hours of game play.

You can find more information here ********************************************************************************************************

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/05/2024

Complaint: 21501902

I am rejecting this response because: The game has a bug and is unplayable in universe mode. Just because I have over 2 hours of run time does not mean I can play the game to the ability that it was intended.

Sincerely,

*******************************
Initial Complaint
Date:03/28/2024
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 March 24,2024 I had to reset my computer to factory settings due to start-up issues. This re-installed the pre-installed Microsoft Office 365 and OneNote, it also added XBox. I saw the apps back, but did not think anything of it. I then got a charge on my current CashApp card (ending 8853) for Xbox and started receiving ****** charges for these products. I DID NOT HAVE THIS CARD ,YEARS AGO, WHEN I HAD THESE PRODUCTS, the card on file was expired and somehow THEY GOT MY CARD NUMBER from my current cashapp and tried to charge it multiple times! This is unethical and unscrupulous. I replaced my current CashApp card (ending 8853) (at first I thought I had been hacked when the 1st charge came through for Xbox ,which I do not use. (I do not play video games) & have had to lock it so that they will stop trying to charge. Their system would not allow me to 1)CANCEL the subscriptions in any way, 2) to take the card off the account or 3) take off recurring payments as suggested. I initiated a call from them from their website and was called by ************** where I sat on hold for 3 hours before having to end the call without speaking to an agent. All chat options are cached information. The fact that they tracked and used this card even although I never supplied it to them for use/billing and will not allow me to correct the issue on my end is again, unscrupulous and extremely unsettling. Please Help. Thank you
Business Response
Date: 04/04/2024
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,

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Microsoft is NOT a BBB Accredited Business.