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 Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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  Microsoft Inc

  333 S Grand Ave Ste 3300 Los Angeles, CA 90071-1537

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:02/28/2024

  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.

  Case# **********.Since February 14th, I have been in contact with Microsoft regarding a package that went missing while in transit with **** The package contained a tablet that I was returning as part of a warranty claim. *** opened a case, and it was quickly determined that the package was lost. The last correspondence I received from Microsoft was a verbal conversation, in which they stated that they would provide me with an update within 72 business hours. ******** the deadline has passed, and upon calling Microsoft, I was informed that there is still no update.*** has stated that they are waiting for paperwork to be returned from Microsoft so that they can pay Microsoft for the value of the lost package. As Microsoft paid for the shipping, Microsoft would, in turn, pay me for the lost package. ******** Microsoft has had the paperwork from *** for 10 days now. I need my device for business purposes, and waiting one week at a time for little to no action on Microsoft's part is not feasible. As a result of this issue, I have had to pay out of pocket for expenses to continue working, which is a hardship for my start-up business. In addition to a significant decrease in working efficiency, causing a surmountable additional effort on my part to complete tasks. I either need the device replaced, along with the extended warranty that I had on it, or a full refund so that I can replace the device and continue business as usual. I do not have $2,000 to spare for an expense that I should not have to bear due to the poor customer service process of a multi-trillion-dollar company.Attached is my email correspondence with the customer service rep. ******** it does not include the verbal communications.

  Customer Answer

  Date: 03/01/2024

  Please cancel complaint. Issue has been resolved with the company.

  Business Response

  Date: 03/05/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have seen you have been contacted by a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your case number is **********. In case you need further assistance, you can contact our agent by replying to his last email, in case a resolution has not been provided yet please do not hesitate to contact us.

  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/28/2024

  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.

  My Xbox account was hacked on Feb 25th 2024 and I contacted Xbox support multiple times and they were unwilling to help me fix the problem. My bank info, credit cards etc were all linked to that account. They also refused to pay me back the money I spent on my monthly membership due to this person stealing my account. I called ********************** 2 times and nothing. I have email and screenshot proof.

  Business Response

  Date: 03/04/2024

  
  
  Hi *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox hacked account incident.

  We wish to inform you that after further review of the account ********************** there is not any hacking attempt on it. Also, no active Xbox service.
  If you have a previous service request, please indicate it to look into it further.
  
  We suggest contact Xbox support for further assistance.
  ************************************************
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:02/28/2024

  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 had a Microsoft account under my email address, and somebody hacked into my account, added his email, and then deleted mine. The account was connected to my sons Minecraft account, which he can no longer access. My biggest complaint is the lack of ability to reach a live human at Microsoft to resolve the issue. I tried to find a phone number online but was redirected to an automated account recovery system. I filled out information regarding my account, but the automated system determined I did not have enough information to recover my account. I then had to wait 24 hours before trying again. In the meantime, this hacker has had access to my account and billing information. Twenty-four hours later, I tried to do the automated system recovery again but was told the same thing, that I did not have enough information to prove my ownership of the account. I found a section on the Microsoft website to get live support, but was directed through a series of questions, and the system determined my issue cannot be resolved via live help. I then Googled and found a number for Microsoft customer support, called it and told the automated voice system that I needed account recovery help, and it directed me to go online to get help. Then it hung up on me. I called back, and it didnt even let me say a different issue. It repeated the advice about going online and again hung up on me. I just need some human to talk to about my account! In the meantime, this hacker is going about his business, destroying other profiles in his wake, and it seems apparent that no one can reach out to Microsoft support about this.

  Business Response

  Date: 03/04/2024

  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:02/28/2024

  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 have tried reaching out to Microsoft more than eight times over the past two weeks in regard to a transaction that was removed from my account. I have sent them all the required information that they requested, and I have gotten nowhere with them. All that I am looking for is a straight answer. On 1/30 I made a transaction with **** through my browser, and I activated a promotion that Microsoft was running at that time. It was for, up to $160 in cash back. Once the transaction was completed, I received an email from Microsoft that the transaction was pending and to check back on 2/6 for the approved amount. The email also said that i would be receiving an email by 2/6 with the approved amount. I did not receive said email. I could clearly see that was the case. I went back into my Microsoft account the 2/6 to check for an update and the transaction was deleted from my history. That is when I reached out to Microsoft to get clarification on the matter, but no one seems to be able to help me with the matter. I just want to know why it was deleted from my transaction history and was it a qualified purchase to even get cash back. I have attached images of the email that Microsoft sent me and the emails that have been sent to them.

  Business Response

  Date: 03/05/2024

  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: 03/05/2024

   
  Complaint: 21359903
  
  I am rejecting this response because:
  I have already been in contact with Microsoft almost 16 times through email starting on 2/6 up until recently and I cant get a straight answer from anyone. All I wanna know is why did my pending transaction for a purchase that I made through AT&T disappear and am I entitled to cash-back is that transaction it is that simple. I have sent screenshots and transaction id number and everything and no one will answer me. That is why I am rejecting this response. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/11/2024

  Dear ***********************,
  
  Thank you for reaching out to us, however this information has to be provided by one of our agents on official Microsoft channels, please continue in communication with our agents to receive support.  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/18/2024

  This matter has not been resolved. I havent heard anything on a resolution from Microsoft! 

  Business Response

  Date: 04/11/2024

  Dear ***********************,
  
  We have checked your case and see that an agent has contacted you, please continue the communication with our agent to ensure that your case has an outcome.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:02/28/2024

  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.

  On February 25, 2024 I discovered my Game Pass Ultimate Subscription was not working properly. I subsequently contacted Microsoft to help me go through steps of restoring access. Eventually they discovered that it somehow expired on February 10, 2024. On November 28, 2022, I purchased Microsoft XBOX Series X All access from ******** which includes the XBOX and two years of Game Pass ultimate. My username is NewFruitcake19 and email for that account is [email protected] have contracted Microsoft Customer support multiple times and they have made incorrect assertions that it was me that canceled it, and someone else suggested I stop paying ******* and pay them directly, which is also not sound advice as it's a legally binding loan. I've been fighting this issue for serveral days now. I just want this problem resolved. I want someone to help me fix this.I contacted ******* and they said they're unable to help me. I believe *******. I want my game pass working again. Because that's what I'm paying for.

  Business Response

  Date: 03/04/2024

  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:02/27/2024

  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 Surface laptop in March 2023 but shortly thereafter the charging cable that came with the wire stopped working (only worked at certain angles). They sent me a replacement charger after 2 calls with them, but that did not fix the issue as the issue seemed to be with the charging port itself. I ended up using the ****c charging port since I couldnt send my device in for repair as I use it for work everyday. I finally sent it in and they returned it without any communication stating liquid damage, which was very surprising as the laptop itself was functioning fine and the laptop was able to be charged (albeit only via the ****c port or when the original wire was at a certain angle). So they return the laptop without fixing it. But when I get the laptop back, I notice I cant plug in the ****c anymore. I take a closer look and the pin is slanted! The paint around it is also damaged so the service center definitely damaged it during inspection and retuned it to me BROKEN. I am calling again and again and the representatives keep giving me excuses and telling me that I should have taken photos of the ****c before I sent it in. Why would I think to take a photo of it when it was not even broken?! I feel deceived and do not think Microsoft actually even inspected my device once they realized they broke it in the service center.

  Business Response

  Date: 03/05/2024

  ******************,
  
  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: 03/05/2024

   
  Complaint: 21356864
  
  I am rejecting this response because: I called Microsoft again and they said they would escalate this on 2/27 but I have since heard NOTHING. **************** was the associate helping me and he said he would be available to help and be responsive over email but I have not heard anything since my initial outreach. I do not have any faith that Microsoft will follow through on this new case created. 
  
  Sincerely,
  
  ************

  Customer Answer

  Date: 03/07/2024

  Full name is *********************;

  Business Response

  Date: 03/18/2024

  Dear *********************,
  
  Thank you for reaching out to us and providing the information, please continue to communicate with our customer support agent until you have reached a resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/25/2024

  The company suddenly closed my case with no response or solution as they promised. This is so unacceptable after their servicing team damaged my usb-c port and blamed it on me. I had sent it in for something completely unrelated and they didnt even fix the main issue. 

  Business Response

  Date: 06/13/2024

  Dear *********************,
  
  We are very sorry to hear about this situation, please contact the agent and express all of your concerns, if the case has been closed already please reply and we will open a new case with all of the new information.  
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:02/27/2024

  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.

  On February 20th I allowed two Microsoft Technicians to remotely enter my computer to do some minor software repairs When they left I lost my Administrator capability and access to an old Word program. The loss of my Administrator stratus rendered me incapable of using the computer.Every subsequent attempt to get some help from Microsoft failed!Im a senior with a limited knowledge of computer software.This computer has served me well. Its allowed me to be self-sufficient and care for my sick wife.Would you be kind enough to use your good office to have a knowledgeable person remotely undo the damage done by the previous technicians.

  Business Response

  Date: 03/04/2024

  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: 03/05/2024

   
  Complaint: 21353264
  
  I am rejecting this response because:

  As of this date nothing has been done.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/07/2024

  Dear *****************************,
  
  Thank you for reaching out to us, we have checked your case, and see that our agent is in communication with you, please continue with the agent until a resolution is reached, please feel free to reach back to us.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21353264
  
  I am rejecting this response because: Nothing has changed!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/19/2024

  Dear *****************************,
  
  Thank you for reaching out to us, the case was last updated on 03/18, please continue to communicate with our agent as they can provide you with the resolution you need, we appreciate your patience.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21353264
  
  I am rejecting this response because:

  Microsoft's response is ongoing but it is still incomplete.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 03/27/2024

  *** ******* Request #:**********
  
  On February 28th I wrote you about a problem I was having after Microsoft Technicians remotely worked on my computer. After going through a host of technicians, your ******************************* reached out to me and proceeded to work on my computer. He did a very good job. I'm just about back to normal.
  
  However, I've gotten no explanation about what might have happened. How did I get to that sorry state?  I noticed that Office 365 was installed without my permission. It effectively blocked me from using my older word processor.  I also lost my administrator rights to my own computer. I'm thoroughly perplexed. How could this have happened?
  
  In spite of all this mayhem, I thoroughly appreciate all the time and effort you spent to make me whole again.
  
  Respectfully
  
  
  *****************************
  
  
  Cc: ************************* Report #*********
  Cc: Better Business Bureau. Complaint #********
  Cc; ******** Consumer Protection, File #********-52465-WEB

  Business Response

  Date: 04/03/2024

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

  
  We have checked the case and see that our agent as successfully addressed your situation and has taken additional measures to ensure that the issue does not come back, they have confirmed with you the closure of the case. Microsoft will now consider the case as resolved.

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 04/03/2024

   
  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: 04/04/2024

  Thank you for mediating this complaint.

• Initial Complaint

  Date:02/27/2024

  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.

  Im a member of Microsoft teams and was told that I won their monthly giveaway. I had an answer a few survey questions and then I would get an brand new large iPad sent to me for one ********* was in my Microsoft teams account that I got the information so I had no reason to doubt it This survey then put my credit card information and paid the one dollar suddenly my Apple card got charged $185 at that moment for some company called or advanced expo which does not exist and Ive never heard of and I need that money back desperately

  Customer Answer

  Date: 02/27/2024

  Im sorry I just needed to let you know that right now I am in the process of a very very expensive move and that company literally looked legit and had sent me. I sold you those pictures and uploaded them that I will one as an employee of the month or whatever a free iPad or something and I just had a pair dollar for processing so I entered my card information and they immediately charged me that $185 And I desperately need that return to me immediately. I dont have a week or two to wait for them to come up with some But ******** response- I looked into them and found of course they do it to tons of people and Ive been scammed so much at this point in my life that Ive truly feel that theres a special place in h*** for all of those people and yet they dont seem to make jail time or anything, and Im a struggling single mom worked my **** off had to move at the last minute and had everyone back out on me had to incur an additional $1200 expense and that $185 was legit stolen from me for no service provided at the last minute and I just need help with that being returned ASAP and that business scam needs to be shut down immediately please please please  if I dont hear from you about being resolved, I will be contacting you every day. Sorry to be a pest but that was supposed to be for my graduation because he got a high school scholarship and its all gone so I can get back ASAP. I appreciate it for you hearing me out letting me vent and please please update me as soon as you can. 

  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

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21352169
  
  I am rejecting this response because:
  I was legit scammed and want my full refund of $185 back immediately!!!
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/14/2024

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

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

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:02/26/2024

  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 on 2 occasions not answering tech support.

  Business Response

  Date: 03/14/2024

  Dear ***************************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Microsoft on two occasions not answering tech support. 

  In order to help resolve your issue, we need a few more details. Can you please share the product you are seeking support for? How did you attempt to reach support? Did you contact us at: ************************************************?

  If you have previous support cases regarding this issue, please provide those as well. 
  

  We look forward to your reply. 

  Sincerely, 

  Microsoft Corporation

• Initial Complaint

  Date:02/26/2024

  Type:Sales and Advertising 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 charges me annually for an XBOX subscription that I don't use and will not tell me what account is it for. On my current account, the ********************** subscription is clearly cancelled. Their help desk tells that the account has a hotmail email address or a ******* email address. I logn ago stopped using hotmail and version email addresses. So, I can't recover the accounts, I can't login to the accounts, I don't subscribe to the service for why I am being charged, and I don't have any XBOX. Yet Microsoft continues to charge me.

  Business Response

  Date: 03/04/2024

  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: 03/11/2024

  Case was resolved satisfactorily