Business Profile

Computer Software Developers

Microsoft

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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

5,378 total complaints in the last 3 years.
2,147 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:11/05/2023
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.
Purchased a Windows 11 Pro License from the **********************. Everything worked well until I had to send in my computer to ****** for several repairs and ultimately a replacement. I came to the conclusion since I have bought the key from the Microsoft store that would make it easier to transfer over. WRONG. When I went to go transfer it I was unable to do so. Contacted support and they took control of my computer and had me put in a Key while it was offline to "FORCE" the upgrade. Didn't work, So they transferred me to a new department telling me I was basically out of luck and there was nothing they could do except buy another key. When I bought the key originally there was NO WHERE telling me the key was nontransferable to another computer. Why fail to inform your consumers before they purchase it!? Now I am out $104.94 and unable to use the product
Business Response
Date: 11/10/2023
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:11/05/2023
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 pay for a subscription to play online in xbox. I got a suspension that limits what I can do because I was reported for doing nothing wrong. Microsoft dose nothing about the cheaters who ruin the games that I play but suspend the player who reports the charter. I've been falsely suspended twice now.
Business Response
Date: 11/10/2023
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:11/04/2023
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.
This is more of an xbox problem. My account with 10+ years of using and THOUSANDS of dollars worth of games+dlc. Today while i was working at my job (Under Armour) i wanted to join the xbox party with my friend. i had to connect to the under armour internet, to join the party. upon me joining, it didnt connect me and told me i was disconnected so i just left and wanted to rejoin when i got home. when i got home and turn on my xbox, my account has been Permanently BANNED and they refuse to tell me why other than ive violated community standards but how could i have violated them while i was at work? it says the ban occurred at 8:28 PM and i remember leaving the party around that time. i just want my account back with all my games.
Business Response
Date: 11/09/2023

Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned account issues.
Would you be so kind to provide further information of the account you got banned ? Since the account ******************* does not have any suspension or active Xbox subscription.

Once you provide it, we will create a new ticket for further investigation from the Xbox enforcement team so they can check it properly.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/09/2023
Thank you for getting back to me as I was working with my Attorney to recover games, and data that have been wrongfully taken from me. My Gamertag on Xbox Live Is Jedi Powerboy, and the email associated with the account is ************************************************ I was banned on 11/4/2023 at 8:28 PM.
Customer Answer
Date: 11/09/2023

Complaint: 20826999

I am rejecting this response because: Thank you for getting back to me as I was working with my Attorney to recover games, and data that have been wrongfully taken from me. My Gamertag on Xbox Live Is Jedi Powerboy, and the email associated with the account is ************************************************ I was banned at 8:24 PM on 11/4/2023. Support had told me there was nothing that could be done, and my account was locked indefinitely.

Sincerely,

*************************
Business Response
Date: 11/20/2023

Hi *************************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox account and the enforcement action. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 12/02/2023

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 the solution(s) Microsoft/Xbox Provide me are not enough then you will be hearing from me again.

Sincerely,

*************************
Initial Complaint
Date:11/04/2023
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 was locked out of my account with no way of recovering my account. I updated my account information however the account did not reflect the updated changes. Then I was locked out and because it had 2 step verification the account auto recovery was not able to recover my account. There is no assistance offered any other way to gain access or cancel the subscriptions that is connected to the account without being able to sign in and they offer no super on being able to sign in to the account to receive support. I tried calling, I tried emailing, I tried ***************. My card carrier is unable to stop the charges and they continue to submit them on an acct that I can not access or regain access to submit any request.
Business Response
Date: 11/09/2023
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:11/04/2023
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.
Microsoft LOCKED my email and said it was compromised. No notice given to me btw. Why would I be suddenly charged for a service thats FREE??? I have had this email since the LATE ****s AND SOMEONE ELSE COMPRIMISES IT. I NEED IT FOR MY COMPUTER BUT THEY WONT HELP FOR FREE! They have in the past. I refuse to pay for support on a free service. They keep this up PLENTY OF ACTUAL FREE EMAILS AND OTHER OFFICE PROGRAMS THAT ARE FREE! Now they hold me hostage until I pay to upgrade to 365! THIS IS DISGUSTING BUSINESS PRACTICE.
Business Response
Date: 11/09/2023
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:11/04/2023
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.
Hello - I am the owner of an Ecommerce business that uses Microsoft Bing for advertising. I received an email from Bing asking me to do a consultation to improve my store's performance. In response to that email, I called the number they requested on 10/20/23), and then spoke to a consultant by the name of **** (and her supervisor named Den), both based in *****. They both gave me specific instructions for how to optimize my campaign, and on my call I emphasized that we wanted to REDUCE our spend per conversion because it was too high, and not sustainable. They both told me that we should give these new changes a shot (which entailed converting our Shopping campaign to ROA instead of Enhanced CPC). I followed their suggestion, and after only 48 hours, the campaign charged me more than 10x the amount I had been paying per conversion, which amounted to $1,827.09 in excess spend--over what we had been paying in the prior month per conversion. To be clear, for the date range of 9/20 thru 10/19, I had been paying $5.09 per conversion, and then after I made the changes suggested, I paid over $42 per conversion from 10/20 thru 10/23 at 9am. After I called to ask for a refund for that amount, the manager that was responsible said that he would refund half of the difference as a one time courtesy. I do appreciate the half refund, but it really would be fair to refund the full difference, given that I was following his advise, and was responding to their efforts to help me optimize my campaign. I know that Microsoft would want to treat sellers like us ethically and fairly, so hoping that someone (other than the individual that actually originally encouraged me to make this mistake) will review this issue and refund the other half of the variance. So, in total, am asking for a refund or credit for the other half, which is $913. It would be helpful to talk to someone in the USA if possible so I can elaborate as needed. Thanks!
Business Response
Date: 11/09/2023
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: 11/13/2023

Complaint: 20825976

I am rejecting this response because:
No one has reached out to me from Microsoft regarding this Case. When I called Microsoft Bing to ask about the case they said they do not see that it is being worked, and they are unable to even look up the case due to its status.
I am "rejecting" the response to ensure that the case stays open until it is resolved, if possible.
Perhaps someone at Microsoft that is hoping to resolve the case can give me a call at ************ (or send me an email to **************************.
Sincerely,

*********************************
Business Response
Date: 11/17/2023
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 determine the case was transferred to another team, could you please lets us know if you have been contacted, so we can determine our next steps.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/27/2023

Complaint: 20825976

I am rejecting this response because:
To answer your question, no one has contacted me about this case. I am available to speak any time at ************ or via email at **************************
I did call into Bing (because no one had contacted me) and I only was able to reach the *****-based support team. When I asked them about the case Number, they said they cannot help me with that case because it is not their team.
Can you possibly tell me the name of the person, department, and contact phone number (or email) of whoever is handling the case so that I can reach out to them directly?

Sincerely,

*********************************
Business Response
Date: 12/07/2023
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: 12/11/2023

Complaint: 20825976

Thanks for the reply. Please note that I received nearly the exact same response a few weeks ago (here on BBB) and then I never heard back from a billing specialist. So, hopefully this time is different.
thanks!

Sincerely,

*********************************
Business Response
Date: 12/22/2023
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 see that it is pending to be assigned.Please allow between 3 to 5 business days for an agent to get in contact with you.

You can rest assured that we will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/22/2023

Complaint: 20825976

I am rejecting this response because:

Well...it seems like we have done this same thing three time in a row now. It is beginning to seem that Microsoft is being insincere in their approach to resolving these complaints. For the third time (and more than 50 days since it was created) Microsoft has issued a generic response, which feels at this point that they are simply hoping that we fail to respond to the case timely so that it will automatically be closed.
It is unfortunate that a company with as much power and influence as it has, would simply push their weight against a small business like us, rather than try to do what is fair and reasonable. Am not entirely sure why Microsoft has made little effort at all to have a conversation with us about this issue, but am hoping someone will actually reach out to us so that we can elaborate and clarify if needed. Thanks to BBB for helping to push this forward, and hopefully help this come to a resolution.
- FS
Business Response
Date: 01/10/2024
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 see the case was closed incorrectly but is now reopened and being assigned. We sincerely apologize for the time it has taken to get this matter addressed and for the inconvenience.

Rest assured we will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/10/2024

Complaint: 20825976

I am rejecting this response because they are still working it per their email in this case :

Sincerely,

*********************************
Business Response
Date: 01/19/2024
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 assigned and will be updated on January 23rd.Please keep collaborating with our agents towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/19/2024

Complaint: 20825976

I am rejecting this response because:
still being worked thanks!

Sincerely,

*********************************
Business Response
Date: 01/29/2024
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 stated the refund is being processed. Please get back to us when you receive the refund so we can close this case.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/29/2024

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. ***** was very helpful and helped complete this request. Much appreciated.

Sincerely,

*********************************
Initial Complaint
Date:11/04/2023
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.
3 times, I've contacted Microsoft about a withdraw from my account from May thru Sept. These charges where unauthorized! The first time you said you couldn't find it. The second time, Microsoft looked up all possible emails. They claimed they couldn't see it. Before the 3rd time, I submitted a federal investigation. The 3rd call to Microsoft, I was told what it was, belittled, they acted as if it wasn't their fault and couldn't cancel it. Then, in the same investigation Microsoft called me back and I had to raise my voice and shun the representative for them to comply with the answer of closing the account. Now, ******************** caused me to lose my bank account, and you are partially responsible for it and my time recovering from the issue. Currently, the violation is leading to court for Discrimination with Microsoft as a 2nd Defendant, liable for the issue. Although, the funds have been returned by the Financial institution, you've waisted hours of my time. The bigger issue is that you are conditioning me to believe that I need to become belligerent for understanding.
Business Response
Date: 11/09/2023

Hi *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge concern.

Most likely, those charges may have occurred due to an active service which was not cancelled on time. You can prevent future unauthorized by following this article
Prevent unauthorized purchases from Microsoft Store using a PC - Microsoft Support
We are sorry to hear that an apologize for the situation you went through.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/04/2023
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 attempted to pay for my monthly subscription for over an hour on Saturday 11/4/2023. I tried 19 different methods even trying to use my best friend and my mothered cards and they blocked my payment. I signed a contract with my employer that I would pay and keep the services and since I cant I lost my job. Microsoft did absolutely nothing to help even get the payment processed. I cancelled today.
Business Response
Date: 11/09/2023
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:11/04/2023
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 would like to cancel Xbox Ultimate Game Pass. I have tried canceling online but the only option is to cancel through the Xbox which I no longer have. I called but they claim they cannot look up the subscription by demographic information, that they needan order number , but I have no way to obtain that information. Please cancel this subscription and refund the latest charge.
Business Response
Date: 11/09/2023

Hi *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox subscription and cancellation request.
We proceeded to review further the account ******************** and there is not any recent active subscription.
You can follow the following steps to do so:

To manage your subscription from your mobile or desktop browser:
1 Sign in to account.microsoft.com.
2 Under the section Subscriptions, select View all subscriptions, and then select Manage next to the subscription that you want to cancel.
3 Select Cancel subscription or Turn off recurring billing. Disabling recurring billing will ***** you the benefits of your subscription for the remainder of the payment cycle without billing you again for a renewal.
In case you cannot cancel it, please provide us the account to check from our end to help you cancel it.
We will wait for your response.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 11/09/2023

Complaint: 20825512

I am rejecting this response because: I have already tried this and when I called and gave them my account to look up, the refused to do so. After I already provided my Microsoft account information, they were adamant that they needed my cc number. How can you not look an account up by first and last name? For a technology company that seems a little absurd.

*********************************************************
Initial Complaint
Date:11/04/2023
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 am requesting for Microsoft to stop going into customer's emails and bringing up our pictures and then I have ended up deleting pictures of family, and friends this is what happens with notifications I receive from Microsoft about memories. So my request is for Microsoft to put an end to this by sending us notifications of our pictures this should not be allowed.
Business Response
Date: 11/08/2023
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: 11/08/2023

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,

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

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