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

• 

  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Corporation

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

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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:11/03/2023

  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 bought some refurb devices (surface go 3) two of them. One quit working. I returned no issue and got a refund. The second quit. I called got a shipping label. Tracked it and it was received at their warehouse. Three months later: no refund/no device. If this was me owing money collections would have been called by now and interest added to it. I have called multiple times and their AI customer service is sending to a number that isnt working. It says please call back during normal business hours. At all hours of the day throughout the week. I have called at night as well and its not working. I think they have just stole my money and the broke down device. They will probably resell it. I do have a Microsoft service Number.

  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 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

• Initial Complaint

  Date:11/03/2023

  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 had a microsoft office account when I was a student, but I had recurring subscriptions turned off. On September 9th, 2023, I was charged $74.19. Due to being in the hospital and then out of state I didn't realize Microsoft took money out of my account until early October. I never used Office in this time, or for months might I add. I spoke with agents while I was on vacation through chat online and then finally over the phone. After explaining everything I was told my account would be canceled and the agent I spoke with apologized and told me I would be getting a refund, but that it could take up to ***** business days. I still have not received a refund. I tried numerous times to get someone on the phone, but it kept prompting me to go online. I spoke with several "chat agents," one of which said they could see where my account was canceled on 10/06, but that "due to a technical error" my refund had not been initiated. They said they would escalate it up as priority. I was supposed to get an email, I never got one. So today, 11/03, I reached but out and was given a number to voice support. That's when I was told "oh its been over 30 days you are not eligible for a refund, but due to the nature I will escalate this up... this is a process." Well I've been waiting on this "process" for almost a month now and nothing has happened. It's not my fault that microsoft took money out of my account when it was not authorized. It's not my fault that microsoft had a "technical issue" with my refund. But all because I can't find a case number when I spoke to someone, they are acting like they can't do anything. They act like they can't pull the call or notes from that date. For a technology based corporation that's just sad. Oh, and to make matters worse. They claim that they charged me on 9/01, not 9/05.Microsoft had no problem taking my money, but they do when it comes to putting it back. I just want my money returned, like I was promised it would be on 10/05. Thank you.

  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
  

• Initial Complaint

  Date:11/03/2023

  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 cannot access my Office 365 subscription and haven't been able to for two years. Calling the Microsoft phone number just means an automatic redirect to use online support to access your account. If you call more than once, the same message repeats and you cannot get further help. The problem with online help is that you need to sign in, but I can't sign in, and so I go around and around in a circle. The only option is to try account recovery. I have been unsuccessful in account recovery multiple times. I know the credit card used, my name, some of my former passwords, however, for some reason I thought my account would be harder to hack if I changed my date of birth after I could not secure it any other way. I had tried to make my account secure before this using text prompts and a Microsoft authenticator app on my phone, which popped up on my phone and asked if I was trying to log in --and before I could choose "no," "yes" was entered without my input, -- even though I was driving to ******** and the only computer I had loaded with Office was over 100 miles away. Because of this, I cannot recover anything. I have filed a police report with the ***************, ********** because of cyberstalking and harrassment. Use of my devices has become a nightmare, and I keep buying new computers hoping the situation will improve. Part of improving the situation is to shut down any Microsoft account that has ever been associated with my phone number. This person will not leave me alone, and Microsoft makes it impossible to *********. It's very frustrating, and it leaves anyone in my situation with no options. Chat was not able to resolve the issue either, which was very hard to find in the first place. I have had numerous registry issues and viruses as well, and I am just asking someone to please help. That's it. I will do whatever I can to prove who I am. Thank you.

  Business Response

  Date: 11/08/2023

  Hi *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account deletion request. After proceeding with a research with the number provided, there was not any account found.

  
  However, you can delete it on your own;
  
  How to close your Microsoft account - ******************** Support
  ******************************************************************************************************************************************************

  
  The system deactivates all accounts which do not have any activity in the last 2 years.

  For future issues, please visit Microsoft.com.
  
  Sincerely,  
  Microsoft Corporation  

• Initial Complaint

  Date:11/03/2023

  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.

  My gamertag on Xbox was "Pills" not spelled any differently no special numbers nothing else; I believe I was forced name changed but have yet to see a notification about it. On Xbox itself, Some people have told me they will get my gamertag banned because I wouldn't change it or sell it to them. The name that is showing up right now is "RapidPup4747528."I have been completely unable to get in contact with enforcement team on xbox as it is impossible without filing an appeal which is also impossible. I even have a thread that was eventually just LOCKED by a microsoft employee *********************************************************************************************************************************************************************************************************************************************** My gamertag does not violate any terms of service agreements with Xbox, nor has it ever intended to.The attached image is proof I have no ability to appeal this.

  Business Response

  Date: 11/08/2023

  
  Hi ****,
  
  Thank you for contacting Microsoft Corporation via the  Better Business Bureau regarding your gamertag issues. And restoration request. A senior member of our Microsoft Xbox Team will investigate this matter and contact you directly to work toward a resolution. Your new case number  **********

  Sincerely,  
  Microsoft Corporation  

• Initial Complaint

  Date:11/03/2023

  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.

  One of our Microsoft Reseller Divisions in *********** is currently in a dispute with ************ (Indirect Providers).Our tenant ECOWAS ******************* of **** African States) wishes to end their Annual Monthly Billed subscription. As they are not able to move forward with their subscription, we informed distributor of the decision by our tenant 'ECOWAS ****************************************** to cancel their current Microsoft 365 Business Premium Subscription for 40 users. After notices for upcoming renewals were sent out, on 24 August, 2023, tenant advised they would not be able renewing their subscription due to unforeseen circumstances not limited to their parent organization diverting resources to support current ongoing conflict in ***** amongst other reasons. As this decision would breach the Terms of Agreement with regards to Annual Commitment, Monthly Billed plan, we suspended license use on 26 August 2023 via distributor's cloud sales platform.We understand tenant's obligations to complete licensing terms however, it would also not be advised to continuously bill customers who are not capable of funding cloud products they can no longer use.We brought this matter to the distributor, on the 28 August 2023 and they claimed Microsoft stated "they would not cancel subscription" due to NCE policies even after suggesting to distributor to seek Executive Assistance.Billing keeps running whiles licenses are suspended for tenant since 26 August 2023, we are looking for a swift resolution to cancel subscription to prevent further financial burden to us and tenant as distributor demands payment for subscription in question.Please note that tenant had committed to 2 Years subscription in the past without defaulting payment with good standing account with us. We hope for a position outcome to prevent any further issues as our 5-6 years relationship with Microsoft depends on it. As an Executive, the matter was brought to my attention. CSP# *******

  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: 11/10/2023

   
  Complaint: 20820711
  
  Thanks for the response,

   

  Following BBB response, on 11/09/2023. We received email from Microsoft Support <***********************************************> stating: "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: 11/09/2023 8:54 PM UTC"
  

   

  This appears to be the same case number assigned by Microsoft, however seems to be closed already.

   

  Kindly advise.

  
  Best Regard,
  *************************** (Managing Director)
  FerryWEB Technologies LLC
  

  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 let 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: 11/23/2023

  Hi,

  I noticed there's a response from the Business, however there's no option for us to respond.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20820711
  
  Unfortunately we have not been contacted yet with regards to this matter.

  We look forward to a swift response.

  
  Sincerely,
  
  *************************** (Managing Director)

  FerryWEB Technologies LLC

   

  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: 12/18/2023

   
  Complaint: 20820711
  

  
  

  Ever since we brought this matter to Microsoft's attention since 11/3/2023. We haven't received any form of feedback whatsoever from Microsoft. The first case number assigned by Microsoft ***********) on 11/9/2023, which we had hoped we would be contacted immediately due to the time sensitive nature of this issue. No response was received.
  

  Now a new case number is assigned by Microsoft ***********) on 12/7/2023 and we still haven't been contacted by Microsoft up to date.

  Please find attached email we just received from Axiz (distribution channel) today. Our account has just been placed on hold affecting all tenants not even related to this issue.
  

  If your team can speed up review of this issue at the earliest possible time to restore Microsoft 365 Business Products and Services to all affected tenants, before the end of 2023 we would appreciate it.

  As of now, all tenants under Axiz are complaining some of their Microsoft 365 Business applications services are disrupted affecting productivity.

  We need immediate assistance.

  Below is our contact information for your reference.
  Email: **************************
  cc: *******************************************
  Phone: **************** (GH)
  Phone: *************** (***)
  
  

  
  Sincerely,
  
  *************************** (Managing Director)

  FerryWEB Technologies LLC
  

  Business Response

  Date: 12/21/2023

  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 its 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: 02/06/2024

  Apologies for late response, kindly keep this BBB Complaint open as we have not received an adequate responses from the business in the past months.
  
  
  We would like to continue our complaint with the business via BBB since we are not satisfied with the way this complaint is/was addressed by assigned agent from the business.

  Business Response

  Date: 02/09/2024

  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 advocate informed you this request was denied as the cancellation request has to be submitted by the Indirect Provider Partner. Please follow these instructions to get this issue resolved.
  
  Rest assured we will monitor your support case through resolution.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 20820711
  
  Thanks for the response.

   

  We believe the Indirect Provider isn't reaching out to the right department for the cancellation request (i.e Microsoft's Executive Response Team or CSP Escalations), rather escalating this sensitive matter to Microsoft Customer Support with limited clearance who most of the time does not even understand why this issue requires a contract or terms review and only reads out "NCE 7 days cancellation policy" isn't the support we are looking for. The End User is a Treaty Organization.
  

   

  However, we have engaged the Indirect Provider again to submit cancellation request and awaiting response. Seeing as we have pursued this matter since August, 2023 with no success. We have advised End User to further pursue this matter legally once cancellation request is denied again, Until then our BBB case will remain opened until we receive a final response from Indirect Provider to conclude this case.

   

  Regards,

  *************************** (Managing Director)
  

  FerryWEB Technologies LLC
  

• Initial Complaint

  Date:11/03/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking remediation from Microsoft, as a member of the Microsoft Rewards program.I'm a long term Microsoft user and my ******************** Rewards account has been suspended with very little notice or communication. I have been very careful to never violate ***************** and have no clue as to why my account has been suspended.The only reason I am using this as a medium to contact Microsoft is because I've submitted multiple tickets to Microsoft Rewards Support team over a period of months, with never a single reply back to my tickets. It appears now that I have been restricted from filing support tickets, as it won't let me fill out the support ticket form anymore.Please Microsoft, help me understand why this action has been taken against my account, as I am in the dark. I would Ideally like my Microsoft Rewards Account reinstated as I had points accumulated on my account, and the suspension effects the accessibility of features on my two Xbox consoles. I also feel discriminated against due to being unable to contact the support team through the support ticket form restriction. Thank You!

  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,
  
  *****

• Initial Complaint

  Date:11/03/2023

  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.

  My Microsoft account ******************* was gratuitously locked on November 2nd. According to the notification I received, my account was suspended due to a purported violation of Microsoft's Terms and Conditions. However, I have conducted a thorough review of Microsoft's Terms and Conditions, alongside an audit of my recent account activities, and I can find no action on my part that would constitute a violation. The lack of detailed information regarding the alleged infraction has left me without any recourse to address the issue or to defend my case.As a decade-long Microsoft user, I rely on access to my ******************** services, including OneDrive, for critical academic projects. The sudden and unjustified suspension of my account has significantly impeded my work, leading to significant academic and professional harm.Microsoft's intransparent procedures are solely responsible for any losses that I may incur. I have received no warnings, no communication, and no notices before my account was suspended, and I suddenly lost my access to the files I have autosaved and am working on. My files are my personal property, and any hindrance to my access to those files is unjustifiable and unforgivable.I demand an immediate restoration of access to my OneDrive files, a prompt and transparent review of my account suspension, a detailed explanation for the lock, and swift reinstatement of my account.

  Business Response

  Date: 11/07/2023

  Dear ***********************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Account. After reviewing your complaint and account history we see that the suspension was lifted on November 3 and that you have regained access to your account. 

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

  Sincerely, 

  Microsoft Corporation. 

  Customer Answer

  Date: 11/07/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:11/03/2023

  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.

  I purchased Windows 11 Pro for Workstations on Microsoft website directly. Post purchase, there is no direct link to download Windows 11 Pro for Workstations but a link to download generic Windows 11 Pro. The product code that comes with the purchase does not work with generic Windows 11 Pro and cannot activate the Workstations version. I spent ***** hours on the phone with sales and technical supports and no one can help. How can Microsoft sell a product which is not available? Sales team will not refund. Technical support do not know how to help. Microsoft is making substantial amount from new installs and from cloud while selling other products half heartedly and would not remediate loss customers suffered because of their poor execution.

  Business Response

  Date: 11/07/2023

  Dear *****************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding difficulty obtaining support for Windows 11 Pro for Workstations. We have contacted a senior member of our Technical Support 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: 11/08/2023

  Microsoft technical support has reached out to me to schedule a call. Since I have already spent 10+ hours with Microsoft various departments and engineers, my expectation is low. Nevertheless, I replied Microsoft with a time to connect and provided a suggestion prior to our call:

  "I have spent hours with various departments of Microsoft. The last agent told me to buy a new license because I have attempted to use the product code too many times even though I have never successfully installed the software with the help with all Microsoft agents. I believe it is the best use of everyone's time to have Microsoft reactivate my product code or issue a new one before we attempt another installation process. Thanks."
  
  

   

• Initial Complaint

  Date:11/02/2023

  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 have two microsoft outlook accounts that are not working. One is getting an address about imap error the other had an error code and when I googled one of the solutions was to delete account and set up again. The software gives error messages when I try to set up.

  Business Response

  Date: 11/07/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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:11/02/2023

  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 placed an order online with Microsoft on 9/2/23 for an xbox and a controller. Total cost of which was $564.98 The address was incorrect and was not able to be delivered. *** returned the items since they couldn't be delivered and they were successfully returned on 9/15 The Microsoft website doesn't show that it has been returned, and I haven't received a refund Here is the shipping number Microsoft gave me:1Z5XR8660295533710 Here is the shipping number *** gave me for the return:1Z5XR8661295533719 I've tried contacting customer support. The person I got ahold of didn't understand, they said they would transfer my call and hung up on me. Then the automated system continued to hang up on me immediately whenever I would call, making it so I couldn't get through to anyone else. They have no chat options on their website, just the one number to call for customer support. Since I can't contact them anymore I'm coming to you to see if I can get some help getting a refund

  Business Response

  Date: 11/07/2023

  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