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

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:03/12/2024

  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.

  I should not be forced to turn to BBB again over this same problem, but as I am rapidly learning, Microsoft enjoys keeping paying customers away and prefer to refuse to give service! I'd like to know why they are so in love with the debit card that ends in 4905 when I had to go to war with them to have it removed because it was canceled back in January 2024 because of an unauthorized charge! I have other payment methods, but it seems that without turning to BBB, I'll still be seeing the card ending in 4905 until my last day on earth! And it's still there; I can't understand why receiving word from a bank that the card was canceled just goes in one ear and out the next! And yes, I did forward a letter from my bank about that very topic!If Microsoft values me at all -- and I long ago gave up on that idea -- give me a way that I can make contact to update details that need to be monitored constantly. I am also about to relocate to a new area, but Microsoft makes it so that I'd have better luck throwing a ***** in a wishing well! Why hide from loyal paying customers? If it's because we're a bother, then some major changes have to take place there because that's only going to generate more and more complaints from me and from countless other customers!

  Business Response

  Date: 03/21/2024

  Dear ***********************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding difficulty removing a payment instrument from your Microsoft account. We reviewed the account associated with the email provided in your complaint and it is showing credit card ending in 4905 as being removed from the account. Is there perhaps a different Microsoft Account that the card could be tied to?

  Additionally, we would like to provide  instructions on how to update details of your payment instrument on your account: ********************************************************************************************************************************************************************************************************************************************************************************************************.

  Please let us know if we can be of further assistance. 

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 03/28/2024

  I never heard anything back from BBB about this complaint, so saying that I did not respond is untrue. I do remember, however, that there was a notice sent to me, but I could not log in to see the response. It was a technical glitch of sorts that I did not create or cause.

  Nonetheless, the immediate problem has been resolved. What concerns me more is that if Microsoft is going to hide from paying customers the way it did with me, if I ever have to make another change because of an unauthorized transaction, I can only expect to suffer once again from the obstacles that MIcrosoft sets up to keep customers from ever making contact with them. That is a problem that is standard in ***************** today and the companies that adhere to this practice should be made to pay penalties every time a customer cannot reach a human being for assistance. Modern technology creates more problems much more than it solves old problems.

  Respectfully submitted,

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

• Initial Complaint

  Date:03/12/2024

  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.

  In 2019- Pre-Pandemic, I purchased a Student License for ******************** Office. I needed to use the Word application without being required to constantly update and other interferences that go along with using Microsoft on-line. Recently, after connecting to WIFI, Microsoft downloaded software onto my PC. I did not authorize or consent to the download. After uninstalling the software, I attempted to reinstall Microsoft Office. Although I possess the original package and KEY, Microsoft is denying my download privileges and requiring I sign-into an e-mail that I no longer use or provide the security code from a telephone number I no longer have. I find this ridiculous. If I paid for the license for this product, why am I being required to give Microsoft personal data worth significantly over what I paid for their license? They are indicating that I must provide a birthdate, e-mail addresses of people I sent e-mails to pre-pandemic (I have no idea), credit card information, address, and a series of other questions. Why must someone who owns the license to the product they wish to re-intsall onto the same PC originally downloaded, provide a multitude of data? How is this practice ethical considering the world went through a pandemic? I have no idea what my passwords and e-mails etc were in 2019. If I buy the license to their product, they should be required to provide an option equal to when they sold me the actual disc. I feel like my privacy is being invaded and being taken advantaged of. How is their actions any different from Phishing?

  Business Response

  Date: 03/19/2024

  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:03/12/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a microsoft customer for some time now (since 2014), and ive enjoyed using their services. However, I have been locked out all of their services for no reason I can think of, whenever I try emailing them they dont respond, the only reason that they provide is that "Microsoft disabled access to the account due to a serious violation of the Microsoft Services Agreement:*************************************************************************************." However, i'm not sure what I violated and how bad It was, other attempts to email them led to nothing and im not even sure what I did, i spend money on this account and customer support is not even providing any reason to as why my account was locked? I can't access any of my old documents or games anymore, it's just all gone. At least, i would like a reason to why this happened, or to get my account back.

  Business Response

  Date: 03/18/2024

  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: 03/19/2024

   
  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:03/12/2024

  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 had a Microsoft account online with the email address ********************* Three days ago, Microsoft locked my account after I transferred money from PayPal into the Microsoft Skype account I had opened. They gave no reason for the locked account and will not open it back up, in effect stealing my money. I cannot use the Skype account because they locked me out of my account. So I have money in the account to use for ********************** (credit) but can't use it because I am locked out for whatever reason. I have emailed them but they will not give me an answer or refund my money. They have stolen it.

  Business Response

  Date: 03/19/2024

  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:03/11/2024

  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 Microsoft 365 product I subscribed to is no longer useable on my laptop (old OS or windows). Microsoft continues to charge me again for a useless product. I cannot cancel or get support without logging into my account (I cant even chat or get call without signing in). Microsoft has made that impossible to sign-in as it is trying to text a landline phone for 2-step verification (I did NOT set this up to text landline). I want my money back, they already charged me last year for useless product and would like refunded as well. It is iMPOSSIBLE to get support and impossible to cancel/get refund. I think this is criminal. I have tried several times to get help.

  Business Response

  Date: 03/18/2024

  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: 03/18/2024

   
  Complaint: 21419304
  
  I am rejecting this response because:
  This isnt resolving anything, its not getting me into my account and not refunding my money.

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

  Business Response

  Date: 03/29/2024

  We are checking further. 

  Business Response

  Date: 04/02/2024

  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 informed you we cannot process a refund without validating the account. Regardless, our agent turned off the auto-renew feature, so you wont get charged again. Also, they advised you to contact your financial institution to dispute the refund. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures, so we stand by our advocates resolution.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:03/11/2024

  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 believe Microsoft and Yahoo are manipulating emails, only allowing certain emails to come through. When I called in to get help, tech support said I needed to purchase a premium subscription in order for them to troubleshoot the issue. I've never had this issue until now.

  Business Response

  Date: 03/15/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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:03/11/2024

  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.

  December 4, 2022- July 26, 2023 I contacted Microsoft on an account that was hacked into. The account was under ********************** In the process of trying to get it situated, I had to file under my ***************** account for them to look into it. The suddenlink account is old and only used it for my laptop to function. But in the process, they couldn't verify my account was mine and then permanently locked my ***************** account. I had a subscription that I couldn't cancel and have had to make claims with my bank each month in order to refund them. I want the ***************** account back under my control. I contacted Microsoft support numerous times throughout 2023 in order to rectify this and to no avail. What I want is this account back. I put a good bit of money into it that I can't get refunded. They said I "broke terms of service" and I feel as though the reason is due to my inability to verify that the suddenlink account that was hacked into was mine, so they thought I was phishing for it, or something like that. Its not easy to remember precise info about a decade old account that I barely interacted with. But I did interact a lot with my ***************** one and honestly, that one is more important to me. Like I said, numerous times I would try to contact Microsoft support just to be met with the same disappointment. I had other accounts that were hacked into and got them back perfectly fine. But the Microsoft one has been a thorn in my side for a long time now. I can provide plenty of emails I've had back and forth with Microsoft support and any details showing that the accounts are mine, if needed. I just want the ***************** account back, thats all I want now. I used another email to contact them about this issue, ******************* Case# **********, 12/20/22 SIR12097572, 12/30/22 SIR1286667, 2/6/23 SIR13691788, 4/24/23 SIR15010431, 6/30/23 Case# **********, 7/24/23 SIR15504229, 7/26/23

  Business Response

  Date: 03/18/2024

  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: 03/21/2024

   
  Complaint: 21414024
  
  I am rejecting this response because: Although they were finally able to cancel the subscription service, they informed me that my account is still suspended indefinitely. All I want is for ***************** to be back under my control. When ********************* was hacked into, many other services were affected. Like ********* LinkedIn, Spotify, and Discord. Those I was able to recover easily. But Microsoft has been a thorn in my side.

  Let me reiterate what I want, ********************* no longer matters to me. As far as what I want from Microsoft, ***************** is the only account I want back now. This one, to my knowledge, wasn't hacked into. They only suspended it after I tried to recover my ********************* account. When I first tried, they informed me I needed a different Microsoft account in order to recover *********************, so I used *****************. Since they couldn't recover the suddenlink account, my ***************** was suspended shortly after. So going forward I only want ***************** to work again. I still have purchases under that account I would like to use, but I am glad the subscription charges should be over now. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/01/2024

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

  
  We understand your frustrations about the issue, however account safety is of most importance here as it contains your data, for Microsoft to be able to take any action on your account, your ownership over the account has to be verified, for that you can visit ***************************** you can try the form multiple times.

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21414024
  
  I am rejecting this response because: The problem doesn't even have to do with validating my account. It was locked, not hacked into. It was locked after trying to get my other account un-hacked, but that hacked account isn't even in the picture anymore. It's just the account that ******************** locked that I want back now. I've filled out the form with all the personal information I could offer and have done so many times. Between the phone number, debit card, multiple IP addresses, xbox serial code, along with other factual information I've provided, validating should be met in my opinion. One time I even sent a photo of my drivers license and the house in which I believed the accounts were created. When it comes to the account creation date, I don't even know what dictates that since it's all wrapped together between Microsoft, ******* Xbox and whatever else there is. Would the creation date be when I made the email? Or when I made an Xbox account under it? Was it when ******* was a thing? I don't even know how to answer that particular question. Regardless of how I feel about their validating process, validating that it's my account should still not be the issue. For Microsoft to make me go through the form again is futile. Before contacting the BBB, they told me they couldn't cancel my subscription on there end, and yet after the BBB, they magically were able.

  I came to Microsoft support because an old account was hacked into. After going through the steps in order to validate the first time, they rejected it and then locked my more current account afterward. How am I suppose to know the information they wanted for an account so old and barely used? I only have that older hacked account so my older laptops would work and then never messed with it again. But my modern one, I did use. They even told me to use a separate Microsoft account in the beginning process when trying to get my hacked account squared away. So since I had that one I thought it wouldn't be such a headache to use it. It's been a long time since they locked it and I just want it back. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/11/2024

  Dear *******************************,
  
  We understand your frustration on the current situation, we highlight the importance of safeguarding your account and ensuring its security. To achieve this, we kindly request your cooperation in validating your account information. By validating your account, we confirm that you are the legitimate account holder. This step helps prevent unauthorized access and ensures that only authorized individuals can make changes or perform actions related to the account. Please validate your account by replying to the agents email or visiting *****************************
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/13/2024

   
  Complaint: 21414024
  
  I am rejecting this response because: Though I understand the importance of verification, it is still a frustrating process with Microsoft. Back when I had my original accounts hacked into, anything that involved ********************** I had to go through verification for some of these sights. LinkedIn for sure and I believe ******** had me send a copy of my drivers license for verification. Along with whatever info I could gather. Microsoft has me trying to uncover my history over years that aren't easy for me to uncover. But even with that I still feel like I've given enough information to verify that it's me. The phone number on file, multiple IP addresses, the debit card thats on file, at least one of the serial numbers on the first Xbox I signed in with the account, and I tried my best with any other info that I could find. But I've gone through this verification process so many times and each one ended in failure and I just don't know why. 

  It also doesn't help that some of the questions are vague. Like when I'm asked what emails I've sent with the Microsoft account and who's in my address book. I don't even think I've ever done that through Microsofts Outlook or anything. I've only sent emails straight through gmail itself and I'm not even sure if that counts. Same thing goes with "When the account was created" question. I don't even know when that would be. Was it when I made an Xbox account? Was it when I made the gmail? Was it back when ******* was a thing? What about Skype? I don't even know if I made a Skype under ***************** or not. I honestly don't know how to answer that question or who would even remember when they made an account. I've tried looking in my past emails and there isn't any "you've made a Microsoft Account" email of any sort. This also extends to IP addresses. Honestly, I don't know how they work but I tried to find as many as I could pertaining to the Microsoft account itself.

  So with all that said, I understand verification is important, but for Microsoft to send me on some wild goose chase to uncover whatever history I can with the account, when even with that challenging task I feel like I did enough, verification shouldn't be an issue. I'll try again, but it would only be me sending what I've sent again. On one of my attempts I decided to send a photo of my drivers license and a photo of me holding it in front of the house that I assume the account was created. It didn't work obviously but please, my account, ***************** is just my initials and birthday. Both of which are visible on my license along with a physical address. The address of the house I was standing in front of. I understand that wasn't part of the verification process and I do understand that no one from Microsoft asked me to do that, but how much more verifying could that honestly be? 

  I still stand by the fact that verifying is useless. I'm going through BBB in order to fix this all because Microsoft themselves locked the account. I should be verified completely. It's not like anyone hacked into *****************. I'm not trying to get that account back from a hacker, I'm trying to get it back from Microsoft themselves. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/10/2024

  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 constantly harasses meTo upgrade my Windows 10 computer to Windows 11 , I have continually declined to upgrade however I still get notifications on my computer demanding that I upgrade to Windows 11

  Business Response

  Date: 03/15/2024

  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: 03/21/2024

  According to Microsoft they were going to do something about my problem but they have not contacted me
  
  

  Business Response

  Date: 03/25/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service records, your open service request is **********, we see that our Tier 3 advocate ****** will be working with you on this issue. Please cooperate with our agent to reach a resolution.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 03/27/2024

   
  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:03/10/2024

  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.

  I have been using Microsoft Rewards (now rebranded as Bing Rewards, accessible at *************************) since 2018. After 2021, I haven't attempted to redeem any points; instead, I focus on completing their daily tasks to earn points.Recently, when I tried to redeem some points, I encountered an "Microsoft Rewards account is temporarily restricted" error. I opened a support ticket to seek assistance.Their response essentially stated that a "Search" is the act of an individual user manually entering text in good faith to obtain Bing search results for their own research purposes. This definition excludes any queries entered by a bot, macro, or other automated or fraudulent means.This implies that their system detected that I earned points not by "user manually entering text," which I believe is not accurate. I am confident that all the points I earned were obtained by manually completing their daily tasks. Despite my request for further investigation, they have refused to conduct one.PS: My Microsoft account is: *****************

  Business Response

  Date: 03/18/2024

  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: 03/19/2024

   
  Complaint: 21413321
  
  I am rejecting this response because:

  I prefer to keep this BBB case open until my issue has truly been resolved.
  For now, Microsoft has only responded by saying they've opened a case for my issue. This does not solve the issue at all.
  
  Sincerely,
  
  Hao Wu 

  Customer Answer

  Date: 03/25/2024

  I really appreciate the help.
  
  Someone from Microsoft contacted me, and my issue has been resolved.
  
  I think this case can be closed.
  
  Best,
  Hao

• Initial Complaint

  Date:03/10/2024

  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 was hacked using a feature called Family that I was never aware of and did not want attached to my account. $400 of gift cards were purchased and my several attempts to contact Microsoft were blocked. They would not *************, they would not help me through chat and there is no other way to reach them. There is a security flaw in their Family system and it has affected thousands of others.

  Business Response

  Date: 03/15/2024

  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: 03/18/2024

   
  Complaint: 21413254
  
  I am rejecting this response because:
  

  Microsoft has recently had issues with their infrastructure being hacked and I do not feel comfortable providing them with the information they have requested. I was not asked to provide this information when I was discussing these fraudulent purchases with the financial institution the hackers used to make these fraudulent purchases and the information Microsoft is requesting can compromise my identity. I do not feel that the information (like my ******** handle and private messages I have sent through ********) is relevant for a simple refund of $400 that was clearly taken from me. The email they sent also is riddled with spelling and other grammatical errors which further leads me to believe it is yet another scammer trying to steal from me. I have had multiple negative experiences with the customer support efforts (or extreme lack of efforts) provided by Microsoft and I feel uncomfortable with them contacting me especially after being stolen from and learning of their ongoing hack from ****** that is still unresolved and has negatively impacted others in the same manner as myself. By providing sensitive information about myself, I will only expose myself further through Microsoft. 

  I have been asked by Microsoft to kindly wait for assistance in which I have not received. All I am asking for is a refund. My account history with ******************** (and my lack of consistent purchases from Microsoft for many years) should be evidence enough that I did not make these purchases. 16 $25 gift cards in less than 10 minutes. Also, knowing that countless others have also had this same scam on their accounts is more evidence that I should be refunded. 

  I am willing to reach out to news media outlets regarding this because not only did Microsoft fail to alert their account holders of this invasion, they also did not provide refunds or support to the others it has affected. I find this disgraceful and wish to halt all use of Microsoft products until my refund is issued. 

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

  Business Response

  Date: 03/29/2024

  We will respond soon to the customer. 

  Business Response

  Date: 04/02/2024

  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, we were able to confirm our agent informed you we cannot provide a refund without validating the account first. All the information our agents request is based on our policies and procedures, so to be able to validate an account, we need the customer to fill everything. Please confirm if you would like to receive further assistance, take into account if you arent willing to provide the information our agent requests, theres nothing we can do regarding this matter.
  
  Well be waiting for your response. Until then, have a great day!
  
  Sincerely,
  Microsoft Corporation