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 Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  10222 Mci Dr N Pinellas Park, FL 33782-6102

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:03/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2023 I purchased a game for my children on their Xbox game system with my bank account and routing number. In December of 2023, I noticed several purchases through Microsoft/ Xbox that I did not make and my children did not make. The purchases have reached $1000 or more and have taken place through out the year, without my knowledge. I have attempted to contact Microsoft but because the purchases are not being made on my own personal Microsoft account they said there isnt anything they can do. I have since removed all my money from the account and purchases are still being attempted through Microsoft. They are not coming from my own personal Microsoft account so ******************** informs on their site that my bank has to block the charges. My bank said they cannot block the charges.

  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

  Customer Answer

  Date: 03/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/03/2024

  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 bought a Xbox series x. Ive had to send it to Microsoft 2 times to have the hdmi fixed on it. Its broke for the 3rd time and Microsoft will not pay for it to be fixed. They want to charge me $299. They paid for the first 2 times. I had a Xbox one before this and had zero issues. This issue continues to happen so obviously its an issue with the Xbox series x. I can buy a brand new Xbox one for $299.

  Business Response

  Date: 03/11/2024

  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:03/03/2024

  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.

  I purchased a new PC that had a 1 month subscription for Microsoft 365 come with it. At no point was I told that it would automatically renew for 1 year, nor did I authorize Microsoft to utilize any debit card information to automatically renew the software. Microsoft, without notification, pulled my debit card information that I have on file for another subscription, and utilized it to automatically renew a Microsoft 365 subscription for one year. I already have access to Microsoft 365 through my college, so there was zero need for me to pay for a second point of access. I attempted to call Microsoft, and their system said that I could only discuss a refund through their online automated help service. I spent more then an hour trying to get help through their online automated system, and it kept closing my ticket out without ever communicating with me.

  Customer Answer

  Date: 03/04/2024

  I attempted to process a refund again on Monday, the 4th of March, and the link just now takes me to a broken page, of which I have included a screenshot.

  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

• Initial Complaint

  Date:03/02/2024

  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.

  Windows is currently suspending processes on my PC including the Search, Windows Shell Host Experience, Photoshop, my printer, ********************** and the use of ******* Edge, and Firefox making it IMPOSSIBLE for me to earn a living! I EXPECT ALL these processes to be functioning when I NEED THEM, NOT when Microsoft decides I can use them. Despite turning OFF the efficiency mode it is still ON! Microsoft chooses the apps Priority Settings which I am powerless to change. Despite sufficient memory, the suspended processes prevent programs from functioning properly. I tried to contact Microsoft Support online but was unable to make a selection - the suspended processes caused my PC to freeze up.My business and income are dependent upon these processes being in working order and available when I need them. I work on my computer a minimum of 18 hours a day, yet Im getting 10% of my work done due to this ever-present issue. Microsoft need to remove all the UNNECESSARY background processes and system-following tracking software, freeing up the usable memory. Despite 38% of available memory, these processes are still being suspended. (See photo) I have over ******* images and countless files on my PC. If I cant find a photograph, contract or files because the Search is disabled, my business and livelihood will be destroyed!!I pay Microsoft monthly for the use of these programs. Im not receiving the benefits Im entitled to. Also, I pay Adobe, Shopify, and other apps monthly fees to use of their programs, but they are not functioning properly due to the suspension of processes. Microsoft should NOT be allowed to control of my computer! As consumers we have no choice or ability to use an alternative program - Microsoft is aware of this and takes advantage of us all.I have sent Microsoft feedback multiple times, not that they care. I have also worked with Level 3 Support, but this is not fixable! SOMETHING NEEDS TO BE DONE ABOUT IT, IMMEDIATEY!

  Business Response

  Date: 03/07/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/25/2024

  I have received excellent technical support from Vishal who is terrific, but there are issues that cannot be resolved. 

  Microsoft has so many unnecessary processes going on in the background,  and apparently there is no way to prevent or stop these processes that track usage. Microsoft Edge uses 34-44% of my computer's memory when it is the only app open OR even when I am not even using it. It's ridiculous! Just adding to the information. I don't believe anything will change.

• Initial Complaint

  Date:03/02/2024

  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.

  Apparently someone hacked my old email account ************. Today, I saw the first charge started in November 2022..The email address where the subscription was started is one of my older email above. However, my updated address has been receiving the statements. I have no idea why? I ignored the emails to Kdwilsonjr1, because I already have Microsoft office *********************************************************** business administration. I thought it qaa a scam. I saw the charge of $105 in decmber 2023. I could not make contact with the Microsoft number so I disputed it, with ***** I received a credit but months larer ot was given back to Microsoft.I called ********* today after exploring how long they have been charging me which is November 2022. **** can only go back 60 days.I never used this service. Again, I have a free Microsoft office 365 account that Im using through my university.I am asking to be reimbursed for the full amount of $210.The screenshots show my newer email address, which is Kdwilsonjr1 being the place where i receive the statments!In the past, I tried to login with that email, and it said no account was associated. I randomly started using my old email addresses, and I was able to reset the password using the first account that I listed above. After about 15 minutes or so, I was able to cancel the membership that I never signed up for.Again, I am asking to be reimbursed the $210 that I have been charged to date.Thank you for your consideration,

  Business Response

  Date: 03/07/2024

  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

  Hello Microsoft,

  Thank you for the quick reply. 

  I don't know if I included this, in my original statement, but I receive Microsoft applications free from the VA from a program called VR&E.

  Since I am in school, it was provided to me with a new laptop to ensure my success in school.

  *******

  Customer Answer

  Date: 03/20/2024

  Good morning BBB,

  i replied but it was not timely. I may have just been at the cusp of the seven day day window.

  i have attached a screenshot of my reply the same day i replied on BBB. I never heard back. Can we reopen this case?

  i received this on 12 March:

  Hello,
  Thank you for using Microsoft products and services, we appreciate your business. This email is to confirm that your support case has been closed, the details of the service request case are as follows:
  Service Request #:**********
  Closed Date: 3/12/2024 7:23 PM UTC

  Business Response

  Date: 04/12/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/18/2024

  Hello ****** and microsoft
  
  Thank you for responding. My first frustration is, that I could not cancel it when I saw it years ago. With all the cyber security attacks and fraud taking place,  I disregarded because the email address it came too (Kdwilsonjr1 , did not work when I tried to reset it he password. 
  
  
  That made me suspect that it was fraud. To that point, Americans lost $1 billion through similar situations last year. 
  
  
  Secondly, I have Microsoft applications provided by the VA because I am in school.
  
  
  I started school 2 years ago. 
  
  
  With this in mind, are you sure that there is nothing you can do?

  Business Response

  Date: 06/14/2024

  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 the case has been closed as our agent informed you the refund doesnt meet the 90-day refund window. 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

  Customer Answer

  Date: 06/15/2024

   
  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:03/02/2024

  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 Call of Duty Modern Warfare II on 11/1/2022 for $69.99 and also spent $124.86 on stuff in the game.And when Call of Duty Modern Warfare III came out they took everything I paid for from me and trying to force me to buy Call of Duty Modern Warfare III in order to play the game.

  Business Response

  Date: 03/07/2024

  Dear *************************,
  
  Thank you for reaching out to us, unfortunately Microsoft does not manage in-game content for games like ***** of Duty, please reach out to the ********** or Call of Duty support as they will bring you to a better resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/02/2024

  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 purchased a service using Mircosoft cashback offer, following the link given by the promotion.Upon successful transaction, I did nto receive the cashback that was promised ($30)Upon working with customer service, I was unable to get a successful resolutions

  Business Response

  Date: 03/07/2024

  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: 03/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 03/08/2024

  Hi

   

  I accepted the business response that they will open a case and work with me. 

   

  However, immediately afterwards, the company closed my case without any further explanation or action. 

   

  I wish to reopen my case with the BBB. 

   

  Thank you. 

   

  Customer Answer

  Date: 03/14/2024

  I used Bing Cashback offer to purchase a service. However I did not receive the promised cashback upon completing the transaction. I reached out to the Microsoft Support but was unable to resolve the issue.

  Business Response

  Date: 03/19/2024

  Dear *********************,
  
  Thank you for reaching out to us, as the agent mentioned on their email to you, your purchase was not eligible for the cashback advertised, for this reason no cashback was received on you end,all specifics are in the email sent by our agent.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21375238
  
  I am rejecting this response because: the merchant has failed to explain the reason for lack of eligibility despite clear terms to the contrary in the evidence presented by me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/01/2024

  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.

  my Hotmail account ************************** was block i hade a ****** to subscription in got farming sim 19 i pay for now it block i cant use them i did online chat to try to fix it i did everything i need to it ben * days in still block i chat with them say it block for good watch is bull i didn't do nothing in they can tell me why i was block they say it all online in cant over ride it they the ones that made it they should be able to fix it

  Business Response

  Date: 03/06/2024

  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:03/01/2024

  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 am currently locked out of my Microsoft account. None of the text messages with codes have reached my phone. The number is correct. The password reset form claims insufficient information every time yet I fill out every single field. I cannot get a hold of a real person at all. I am literally blocked from logging into my computer.

  Business Response

  Date: 03/06/2024

  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.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/01/2024

  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 Wednesday, November 15, 2023, I activated a cash-back offer in Microsoft Edge prior to making a purchase on HomeDepot.com for $597.65. Following the order, I received an email from Microsoft informing me to expect my cash back from the purchase. Cashback on HomeDepot.com purchases from Microsoft Edge is currently advertised at 8%.Months after the purchase, I had not received my cash back, nor was I able to find any record of the transaction in my Microsoft profile despite receiving the attached email. I have contacted Microsoft support twice over three months with the attached documentation and have received no response.I would like Microsoft to issue payment for the purchase as advertised and compensate me for the time I have wasted trying to getting them to honor their commitment.

  Business Response

  Date: 03/06/2024

  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,

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21373499
  
  I am rejecting this response because: Microsoft customer service simply rejected my claim and sent me to a link with their FAQ and did not cite why the purchase did not qualify. Had it by qualified, I should not have received an email stating that my cashback was being processed (attached to original complaint).
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/15/2024

  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. If you have any questions related to this matter, please reply to the last email you got from case **********, so we can reach a resolution if this has not happened.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 03/22/2024

  Microsoft just denied payment and made up an excuse that I used another cash back platform but would not indicate which one. This is serial behavior by ******************** and has been reported by numerous individuals on public digital message boards. I am very disappointed with their customer service and response that has been inconsistent and unclear.

  Business Response

  Date: 05/15/2024

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

  Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request ***********), we found that our Tier 3 advocate, *******, has been actively assisting you with this issue and a resolution has been provided. Please be aware that any resolution offered to customers adheres to our policies, which we cannot bypass. Consequently, we are unable to take further actions on this matter.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 05/15/2024

   
  Complaint: 21373499
  
  I am rejecting this response because instead of resolving the issue, Microsoft is simply stating that their offer for cash back will not be honored.
  
  Sincerely,
  
  *****************************