Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,672 total complaints in the last 3 years.
2,344 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:03/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a windows 11 license key.When I try to download windows from microsoft.com, I get the following error:We are unable to complete your request at this time. Some users, entities and locations are banned from using this service. For this reason, leveraging anonymous or location hiding technologies when connecting to this service is not generally allowed. If you believe that you encountered this problem in error, please try again. If the problem persists you may contact Microsoft Support Contact Us page for assistance. Refer to message code 715-123130 and b91cd70f-ee05-4368-a2a8-7a476d7c0d28.All I want is the windows 11 software I paid for.
Business Response
Date: 03/12/2024
Dear ***************************,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/05/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Trying to report phishing attacks as not ok and microsoft forces you to select ok in order to report a scam.
Business Response
Date: 03/12/2024
Dear *************************,

Thank you for reaching out to us, you can report the phishing or Junk emails right from the Outlook app by following these steps ***************************************************************************************************************************** if you need assistance, please let us know.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/05/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I currently use Microsoft Bing for a search engine. I use Microsoft's products because they offer rewards, also they offer cash back. I have not been able to use either the rewards I've earned, or cash back. I have emailed Microsoft for over 4 months, I have asked specifically what I can do, to which no one knows, of the very few responses I have received back regarding these issues. I do have other Microsoft products, which are also faulty including software for my home and business. I would like a full refund of my money Microsoft has made from my data, and would like to be reimbursed for poor software.
Business Response
Date: 03/11/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Microsoft Rewards points issues.
We reviewed further your account ******************* and found multiple cases.
We suggest you keep in contact with the agent to work towards a resolution.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:03/05/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been locked out of my Azure Global Administrator account since March 2, 2024 due to an infinite loop of confirming Authenticator challenges after enabling conditional access. I reached out to Microsoft Business Support who transferred me to the ********** Protection Team. I have heard almost nothing apart from reaching out and getting "an engineer will contact you eventually" and whatnot. I am COMPLETELY locked out of ALL accounts in that entra tenant. I have critical financial and business emails I have missed. I have now changed my DNS records to ****** and I will no longer trust microsoft with managing my email. However, I still need to get back in my global admin account to export my emails to ******. MICROSOFT IS THE SUPERIOR SOLUTION, but I cannot afford to spend 100 dollars a month on one of their azure support plans. They even had a lawsuit regarding this account mess and yet here we are with the same support that man had.
Business Response
Date: 03/11/2024
Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Azure access issues. A senior member of our commercial 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: 03/18/2024
I was reached out to by Microsoft last week, but my issue was not resolved or anything changed. They just told me to log into admin.microsoft.com to send a request. I replied with the number I already had. I cannot do that if I have no access. I still have the case from 3/2 and it is case 2403020040001505.
The only time I have seen Microsoft resolve these cases fast is when people bring legal action into the picture. At this point I might need to get a legal team to send over an intent to **** This is a ridiculous way for a business service provider to act. Everything in that tenant has been frozen since I lost access to my global admin.
Business Response
Date: 04/16/2024
Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Azure access issues.
Please keep in touch with the senior who is assisting you with the ticket.2403020040001505 if you need further support let her know.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:03/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft offers a "rewards point" program to help encourage engagement w/ the xbox and indie games, also to help them get more people using the bing search. I have been using this program over a year b/c the points can be redeemed to help pay for my gaming things.About 3 1/2 months ago Microsoft decided I had broken the terms of service somehow and won't respond to any emails, won't reinstate my account, and expects me to pay for a service I'm only receiving a portion of. I've tried calling but all numbers are automated and hang up.All reports I file go unanswered.I didnt do anything wrong.
Business Response
Date: 03/11/2024

Hi ****** ,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Microsoft Rewards account issues.
We reviewed further your account ************************** and did not find any suspension.
Please let us know the right account to look into it further.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/11/2024
Very clearly says my rewards account is suspended.
I am unable to get ahold of ANYONE via microsoft to talk to about this and my help tickets have gone unanswered.
I have only used my reward w/in the boundaries set by the company. I would like to continue using gamepass and receiving the rewards accosiated w/using thier products and being a regular customer. Pls and ty
Customer Answer
Date: 03/28/2024
The suspension is on my rewards account attached to ************************************************
Thank you
Business Response
Date: 04/10/2024
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Microsoft Rewards account issues.
Thank you for the information.
We have created a new case for further investigation.
Case ID **********
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 04/12/2024
Hey there,
This is a step in the right direction, but I would like this case left open please until it is totally resolved w/ microsoft.
Thank you for your assistance in the case
******

Business Response
Date: 04/16/2024
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Microsoft Rewards account issues.
We will be waiting for your outcome of the investigation.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:03/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has revoked access to a game (Minecraft) that I purchased in 2014, when the game was still owned by Mojang and before Mojang was acquired by Microsoft. I contacted customer service multiple times and each time they have refused to restore my access to this game.They claim that they have made every effort to notify players and customers that the game would become inaccessible if players did not migrate to their new database, but I never received any of those notifications. In my communications with customer service they said they sent emails and put up notices in-game. Since I was not playing in the 3 years that the migration was open, I did not see the in-game notices. I also do not have ANY email communications about this -- I have run a search through my account. Maybe they went to spam, but I have no way of knowing at this point.After complaining multiple times their last defense was that the news received "global attention in gaming news." It is not my responsibility to be on top of "gaming news" in order to retain access to a product I bought.It would cost Microsoft $0 to restore my access to this game that I have already paid for, yet they refuse to do so.They forcibly closed my customer service ticket when I asked them to escalate the case.
Business Response
Date: 03/11/2024
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: 03/12/2024

Complaint: 21385649

I am rejecting this response because: Microsoft contacted me and said they could not offer me either access to the game (which I bought and already own) or a refund and told me to contact Minecraft support (they own Minecraft?!) which I already have done before contacting the BBB and was similarly shut down and ignored. In this communication as with my communication with Minecraft customer service earlier, they just closed customer service tickets on me after telling me they couldnt help me which makes it impossible for me to communicate with them further. I know that this complaint is over a relatively small sum of money, but I am incensed that a company this large is digging its heels in this much to essentially steal my video game from me. Truly absurd policies.

Sincerely,

***********************
Customer Answer
Date: 03/12/2024
To provide more context, Microsoft emailed me today and told me that they could not help me with either a refund or with access to my game. They then suggested that I migrate my account and linked me to this website for more information: *******************************************************************
They also closed the ticket immediately so that I could not contact them back.
If you click through to the link that they gave me, you will see that the customer service agent themselves did not even read the link that they sent me. The migration window is already closed and so is the post-migration window for claiming a copy of the game if you missed the migration. This means that official channels for recovering the game are now closed. This is why I've been trying to get in touch with customer service.
What I am upset about is the fact that this mandatory migration window occurred without my ever having known about it. The notion that I need to be on top of gaming news to take actions to keep a video game that I have already bought is absurd to me. Microsoft claims they emailed me but I received no such emails.
At this point, I do believe they are stealing my video game from me since I paid for it and they have revoked my access to it even though I never did anything wrong. It would be simple and cheap for them to just give me another copy of the game but they refuse to do even that.
I have submitted proof of purchase to customer service to no avail.
Business Response
Date: 03/20/2024
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 attached the links to Mojang Support articles that state it is no longer possible to migrate unmigrated accounts or make the move and Minecraft Support will no longer assist with account-related questions. We understand this isnt the resolution you had hoped for, but we stand by our advocates resolution as theres no further assistance we can provide.

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: 03/20/2024

Complaint: 21385649

I am rejecting this response because:
Its a scumbag move on Microsofts part to refuse to honor my purchase of Minecraft (for which I have a receipt) because I was unfortunate enough not to have seen any notices prompting me to migrate my account. I am not online enough or enough of a gamer to have seen the gaming news about it, I had been taking a break from the game during the migration period so could not have seen any in-game notices, and a search of my email inbox turns up zero emails about the migration. The fact that a company this big and this profitable can just decide to take my purchase away from me quite simply feels like and in my opinion IS theft. If I had the money I would **** because I truly believe I have been wronged, but sadly I do not have the resources for that.
Sincerely,

***********************
Customer Answer
Date: 03/20/2024
I guess since Microsoft continues to try to get me to agree to their policy I do want to clarify that I take issue specifically with that policy.
Its the equivalent of me in a pre-internet world buying a car from you and then you going to the town square and shouting that all the cars youve ever sold will be taken away from their buyers unless they accomplish X actions by Y date, but as the consumer I was not in the town square during the time you were shouting, and I did not hear your message, so I literally could not have taken X action. Thus I woke up one day and discovered that the car I thought I owned had been stolen from me.
Please try to understand how insane that is from my perspective. I wont even get into how absurd it is that consumers have to take an action in the first place to retain access to a product they already bought. Even assuming that thats a normal thing that people do (it is not!), I was never given the opportunity to take the action you wanted me to take to retain access to my purchase.

Business Response
Date: 04/01/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we stated on our last communication, this resolution is not based on our policies. The support teams from Minecraft and ****** stated it is no longer possible to migrate unmigrated accounts and that they wont be answering further questions or concerns regarding this type of cases. Once again, we understand this isnt the resolution you had hoped for, but theres no further action we can take regarding this case.

Considering this information, we will keep this complaint closed and wont be answering further concerns or questions regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/01/2024

Complaint: 21385649

I am rejecting this response because: it simply never addressed my legitimate complaint.
To the BBB I am ok with you closing this ticket since Microsoft has made it clear they will not respond again. But I dont want to go on record saying that I accept their response because I dont agree with it.
Sincerely,

***********************
Initial Complaint
Date:03/04/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Mircosoft 365 and cannot access my email account. I tried resetting my password and it didn't work and now I have been locked out of my account. I have tried contacting Microsoft but you have to use your "log in" to speak to a customer service representative - which, I do not have because my password doesn't work and Microsoft locked me out.I tried calling the number that they have, but again, it tells you to go to microsoft 365 and logon for help. How the heck am I supposed to do that without a password?!I have been paying Microsoft 365 faithfully for 3 to 4 years and they cannot help me?? This is complete bull crap!
Business Response
Date: 03/12/2024
Dear *****************************,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The situation is as follows. My wife purchased some games for the Xbox for our son. As time went on, she noticed charges on her account. We assumed it was our son, who stated he didn't do it but it kept continuing, so we questioned our other son and he didn't buy anything. Once she removed the card, purchases continued to be made. Eventually she had to get a new card because requesting refunds has a limit with Xbox. More recently, she made another purchase with her new card but removed it right away and like the former, more purchases are being made while the card is no longer online. Trying to get in contact with a real customer service agent at ******************** is nonexistent and the chat line is a big circle. I have sent several responses and have yet to hear back from anyone. I'm extremely disappointed in the easy hackabililty of Microsofts security measures and the fact that my wife has to get another debit card, which is another 10 days of waiting; all within a few weeks span.
Business Response
Date: 03/12/2024
Dear *********************************,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/04/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was offered 16% cashback on a 225$ purchase through Microsoft Edge and the Microsoft Rewards program. I activated this offer and was never given the cashback. I filed a ticket/incident request with Microsoft and supplied all of the requested information multiple times. Since this was ignored I logged additional tickets with at least one being closed unresolved and the others being ignored or requesting the same information over again, and then ignored. I placed this order directly with the supplier due to the cashback being offered.
Business Response
Date: 03/08/2024
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: 03/14/2024

Complaint: 21380543

Hello I wanted to update you since tomorrow will be 7 days for responding to you on this issue. Microsoft responded that they would look into this, they requested information that I had sent multiple times previously which I sent again. I received another message saying that they are looking into it and would appreciate my patience so I am just waiting for the next reply after they look into this. I am just updating this incident so that it is not closed while they look into this.

Sincerely,

*****************************
Customer Answer
Date: 03/19/2024
Hello,
I have received an update from Microsoft yet beyond the initial communications I already mentioned. I sent an email requesting an update today however I just wanted to keep you informed. Last information I have is that they are looking into it so hopefully I will get an update.
Customer Answer
Date: 03/25/2024
I wanted to inform you that Microsoft has issued the cashback now and this case be closed.
Initial Complaint
Date:03/04/2024
Type:Product 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 bought an Xbox design labs custom controller on 12/30/2023 and it was scheduled for delivery on January 15 2024. ***** lost the package in ******* ********* and a claim was filed and ***** said the rest relies on Microsoft which I have sent over ***************************************************************************************************************************************** refund 20 times (not exaggerating) and I have to email 6 times to get the same generic response. I paid $170.78 for this custom controller and a billion dollar company cant do their jobs properly. Then they state that Xbox design labs isnt a part of Xbox and they have no way to contact them. That sounds ridiculous in my opinion. But whatever helps you sleep at night. This experience is horrible and I want my refund or replacement. This amount of time from January 15th 2024 to now March 4th 2024 is too long to work on something. Refund me my money Microsoft.
Business Response
Date: 03/08/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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: 03/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if you can provide results.

Sincerely,

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

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