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

5,374 total complaints in the last 3 years.
2,144 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:10/25/2023
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.
Since the afternoon of October 18, 2023 my Outlook email, formerly Hotmail was locked. The company is insisting on a cell phone number to unlock, which I don't have. I discovered an alternate way to recover the account, filled out the form TWICE and was told I could not be verified as the owner. On the 3rd attempt, I was verified, sent a link to reset the password. However, after changing the password, I'm still locked out, cell phone # sill being required.I'm 63 yrs old, state certified full time caregiver and court appointed guardian of a disabled individual. This email is tied to everything: Contacting ************************ Doctors, mental health Providers, Therapists, etc. It's critically important that I get access to the account. I can't make contact with Microsoft by phone, email, or chat to discuss the matter. I'm angry, stressed and distressed about this matter. I need help!**The locked email is the same provided with this complaint.
Business Response
Date: 10/30/2023

Hi *********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your account access incident.
We would like to inform you that after checking the account ************************************ the password was reset 4 days ago and now there is not any existing access issue.
For future issues, you can visit Microsfoft.com to get assistance.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/30/2023

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,

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

Received from the Company Sun, Oct 29, 8:26?PM (16 hours ago)
DOC *************** Sun, Oct 29, 8:26?PM (16 hours ago)

to me

Hi,

Your email account has been reactivated after being closed by the automatic anti-spam features on Outlook.com. These features protect your account from people who try to access it without your permission.

Here are a few things you can do to prevent unwanted account closure in the future.

Update your account security at account.microsoft.com.
Make sure that all of your email contacts are up-to-date.
Try not to send emails to large groups.
Dont send emails that people arent expecting or might consider spam.

If you continue to have problems accessing your account, use this link *******************************************************************************************

Kindly,
****
Microsoft Online Safety

Ref:MSG13767874_ouENOMOjCa05fV7O8KR
Initial Complaint
Date:10/25/2023
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 changed from Xbox to ps5 a year ago I cancel my subscription to all Xbox stuff. I have been trying to get in touch with Microsoft because they are still charging me $20 a month and there isnt anyway to stop them. I have tried ever option that offer and still no response or stopping of the payment. This is ridiculous and very unprofessional right now they have taken me for 260 dollars over the past year I just lost because you cant contact anyone at Microsoft
Business Response
Date: 10/30/2023
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:10/25/2023
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 have 3 computers in my home. 2 pc's and one Laptop I just purchased for ****** to uses for college classes I started in fall. My microsoft account is locked and has been for a very long time. I have tried everything, microsoft does not have a customer service number for someone to help you but has control over the use of all of my computers. This is affecting my school and home life! I try to follow the directions and rest the password and I have done so, it still says the account is locked/blocked! It would be nice to talk to some one but they make it impossible!! The automated system I did reach after finding a site for ****** off consumers, led me to a automated system that gave me a web site to reset the password again!!! Now the number will only say the same directions every time I call back like it has been programed to respond to my number the same way whenever I call!! I have a year of microsoft word that came with my new laptop that I cannot use because of this account problem!!! I am losing money and this is affecting my grades as I have to use the computer at the college, miles away, for some things as I cant use my own I just bought!! Why should they have control over my computer's if they do not want to help me. If I cannot get a live person to help me with this issue they can refund me the money for these computers that are locked. Again I will repeat, I have rest the password and it is still locked, you cant even get live chat help without signing in, and I cant sign in!!!!! How are they able to take peoples money and then avoid helping you with the products that are already installed on your devices, that have issues??? I need help! Not to be ignored and my phone number blocked!
Business Response
Date: 10/30/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account issues. 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: 11/04/2023
No one has reached out as of yet and I am still not able to use the software I have paid for, log in without difficulty and It is messing up my work, both home and school.
Customer Answer
Date: 11/04/2023

Complaint: 20780089

I am rejecting this response because: NO ONE HAS CALLED YET. I am still unable to use my computers, software or anything they control with this log in that is not working or will not reset. There is nothing but a circle of confusion when trying to and although they control the devices I have paid for they go OUT OF THEIR WAY not to help anyone, as there is no customer service. This is such an inconvenience.

Sincerely,

***********************
Business Response
Date: 11/10/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We checked your case and see that one of our Executive Relationship managers is contacting you via email, to the address provided. Please check your inbox.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/20/2023

Complaint: 20780089

I am rejecting this response because: I have not received an email! What or who is it coming from????? I am still unable to reset my account and use my products I paid for. Why do you make this so difficult for people? How do you get away with this??? Mircrosoft having control of my computers is a nightmare.
I would like a phone call at ************. I do not have anymore time to waste trying to use things I have already paid for because you don't even care enough about your paying customs to have a customer service that could of solved this problem in minutes!
My semester is almost over and you have made this the worst experience it could possibly be. I cant even sign into my laptop correctly because of this, NOT TO MENTION THE OTHER COMPUTERS..... FIX THIS PROBLEM PLEASE!!!!!!
CONTACT ME AND STOP PLAYING AROUND.

Sincerely,

***********************
Business Response
Date: 11/30/2023
Dear ***********************,

We have assigned your escalation to an agent as per your request, they will contact you in the next few day, as always feel free to reach back to us via the BBB platform.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has locked me out of critical files needed to run my business. The only way they will give me access to these files is to have me pay for their service again. They will not let me speak to any representatives for help or support to determine what product I need to buy, or to even see if there is a tech support solution to access these critical files without purchasing their service. Access to microsoft office went down without notice.
Business Response
Date: 10/30/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your account and files concern.

We understand you.
We have created a new case to get further assistance. You will be contacted in the next 24 hours by one of our commercial team member to work towards a resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/24/2023
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.
My xbox account was blocked due to strange activity on my email. I have spent three weeks trying to get resolution and my account unlocked. I answered the automated recovery process and have been denied access to my account. The email response is "We have taken the additional step of blocking your account ***************** until we can verify you as the account owner. This will prevent any further use of the account, and protect you from any possible malicious activity." It is my account and although I have not used the associated email in 18 years I have verified the additional asks from them. I have several hundred dollars tied to the old account including game purchases and in game add ons. I have requested a call back several times and never received one. I requested to transfer the purchases and was denied. At this point I would take credit to my account to replace some of what I have lost. Original request was #********** but was closed without resolution.
Business Response
Date: 10/30/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account issues.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: 10/30/2023

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,

*************************
Customer Answer
Date: 11/02/2023
It has been 4 days since the business said they would contact me. They have not. When I spoke to a service representative from Microsoft the day I filed this complaint they said I was not going to get a refund and all my purchases were lost. That is unacceptable as a consumer. They need to either fix my old account or give me credit on my new one. There are hundreds of dollars in games and in game purchases attached to the account that they terminated.
Business Response
Date: 11/20/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have checked the case ********** and see that you are in contact with one of our agents. Please continue to work with them towards a resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/30/2023

Complaint: 20776202

I am rejecting this response because: they have not contacted me. I reached out twice and receive the same response that 1. they cannot recover my account although they can see it and 2. they will not issue a refund for the account purchases that I can no longer access.

Sincerely,

*************************
Business Response
Date: 12/06/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate *** has been working with you on this issue. Upon checking, we were able to confirm our agent informed you both of your accounts dont have any active or recent suspensions. Could you please confirm this information?

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/11/2023

Complaint: 20776202

I am rejecting this response because: Microsoft still has not reached out or offered a refund for purchases on the account they closed. I was told by a service rep from Microsoft that there was no way to reopen the old account because the email has not been used in years. They said also that a refund would not be possible. They are the ones that closed the account even though I have proven that it is mine on my xbox. At this point I would be amenable to refund the call of duty season pass I purchased and two other in game purchases.

Sincerely,

*************************
Business Response
Date: 12/15/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have checked the escalation and see that you where in communication with our agent and they discovered the account was not blocked, thus they closed the case and no refund can be processed,as the account is not blocked. That is according to our agents notes in the case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/26/2023
I responded last week to the complaint. The answer from Microsoft is not acceptable. My account *** not be "blocked" by Microsoft but I cannot access it. The agent I spoke to said they have no further way of unlocking the account even though I have proven that it is my account. The email associated has been defunct for years. They can see all of my information including the console number of the Xbox associated with the account. It is locked on Microsofts end not mine. I am only asking to refund the last season pass for MW2. The only action they have taken has been to lock the account and send an unlock link that they know does not work. I do not wish this complaint tyo be closed until Microsoft gives me a refund.
Initial Complaint
Date:10/24/2023
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.
*** worked with the support team to get my elite series 2 controller repaired. I sent it in it was sent back nothing fixed I called support and sent it back in and got a replacement this time and had horrible stick drift. I called support and got hung up on the first time. I called back and spoke with a supervisor and am getting it replaced again. Its completely ridiculous that this will have to be the 3rd time that Ive had to send in my controller. I have not been able to use this controller for going on 3 weeks now and this I did the first claim on 9/27 and its 10/24 Im upset that you guys replaced my controller with one that is more broken than the last one
Business Response
Date: 10/30/2023
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
Customer Answer
Date: 10/31/2023

Complaint: 20775459

I am rejecting this response because:
Hey your support people have been okay. I got my replacement controller again and its not working stick drift now on the left thumb stick I have emailed support but I cant agree with the resolution till I get a fully working controller. Its just all the replacements come back with a diffrent issue so it feels like you take one persons faulty controller and send it to someone else.
Sincerely,

*********************
Business Response
Date: 11/03/2023
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 confirm the case remains active. Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/09/2023

Complaint: 20775459

I am rejecting this response because: I am trying to work with your support teams. When I get emails like the one I attached and I sent you my response to him as well. I just want my issues resolved that Ill Im trying to get not talked down to like ***** did in email.

Sincerely,

*********************
Business Response
Date: 11/21/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** has been working with you on this issue. We were able to confirm this service request was closed as we understand you have another ongoing support case. Could you please confirm if your issue has been solved, or if you continue to get assistance. If your case remains active, please provide us the service request number so we can determine our next steps regarding this matter.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/21/2023

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. The issue has been resolved but you should get ***** more training he was not helpful and rude

Sincerely,

*********************
Initial Complaint
Date:10/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am locked out of my Microsoft account but can prove ownership, I have spent thousands of dollars with Microsoft over the years and they have been nothing but rude and completely refusing to help me unlock my account
Business Response
Date: 10/30/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your issue and want to help, to recover the account please visit **************************************************************************************************************************************************************** and follow the steps to recover the account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/06/2023
I have already done the account recovery form, they claim it is the only way back into the account but I made the account many, many years ago and dont remember all of the information inputted.
Business Response
Date: 11/20/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand you, however, as mentioned the authentication form is the only way to recover the account, due to security reasons, you can take the form multiple times a day in order in case you wanted to correct an answer provided on the previous attempt.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/27/2023

Complaint: 20774613

I am rejecting this response because:
it does not satisfactorily resolve the issue. It more so seems as if this is a company that does not value loyal customers which is something I have accepted, and have given up on Microsoft actually helping to resolve this issue. One thing I know for sure, is that under my kids trees for now and future holidays sit **********.. not Microsoft

Sincerely,

*********************
Initial Complaint
Date:10/23/2023
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.
Friday 10-20-23 Played Xbox- no problems. Following Saturday morning- My email account was locked due to suspicious activity. No reason given. No hope in getting a reason why. Ive filled out every form the automated service have given to no luck as well. That email account is directly connected to my Xbox account Ive spent well over $500 on games that I will immediately lose if I cant access my account connected to that email. Its extremely frustrating to not be able to speak to a human.
Business Response
Date: 10/30/2023
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: 11/03/2023

Complaint: 20771221

I am rejecting this response because:
Nothing has changed. I still do not have my account. Im absolutely tired of filling out the same form numerous times only to be told Oh, well or This is an automatic computer response and there is nothing to be done. The last quote is a lie. I know its a lie and Microsoft knows its a lie.

Sincerely,

*************************
Business Response
Date: 11/10/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that the case has been closed as our agent provided the steps you need to follow to address this matter. Considering this information, we will be closing this complaint as theres no further action we can take regarding this issue.

We consider this complaint as closed and wont be answering further concerns regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this is utterly useless. There is no reason to continue as they will not help me. Im out money and, according to their response, Im at fault for do absolutely nothing wrong.

Sincerely,

*************************
Initial Complaint
Date:10/23/2023
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 cancelled subscription with Microsoft months ago. I do not have a personal laptop or computer. I was charged again today in the amount of ***** for a service I canceled. When going into online support it ask for email address and phone number for account well neither shows up as me having a Microsoft account so why are you charging me. This is fraudulent activity on Microsofts behalf and why I am reporting them.
Business Response
Date: 10/30/2023

Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft subscription charge concern.
We understand you and are sorry to hear that.
We proceeded with a review of the account ************************************
You can submit a case for investigation from your account and provide the requested information, so that can be reviewed further.
Please follow these steps:

Investigate a charge from Microsoft on any card you own
If there's a charge from Microsoft on your bank or credit card statement that you do not recognize, we now offer a way for you to try and identify who made the purchase.
1 To get started, sign in and go to Manage your payments.
2 Next to Dont recognize a charge on your bank statement?, select Investigate.
3 If you already have the card added to your account, choose it from the dropdown list. If the card is not listed, select Add a credit or debit card and follow the instructions to add the card to your account.
4 Enter the card's security details and select Submit.
5 Select the arrow next to the charge being queried to show detailed information. (Note: Only charges made in the Microsoft Store within the last 60 days will be shown).
6 Look at the Microsoft account used information.

In case you need further assistance, feel free to visit Microsoft.com for support.

Sincerely,
Microsoft Corporation.

Customer Answer
Date: 10/30/2023

Complaint: 20771028

I am rejecting this response because: I no longer have an account with ******************** so how is my card still being charged?

Sincerely,

*************************
Initial Complaint
Date:10/23/2023
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 purchased Microsoft Office 2016 on May 18th 2016 thru Microsoft HUP. This spring my hard drive was fried by an power outage. I have talked to someone in **************** twice who say I cannot have the key code in order to put my purchased Office back on my computer because I do not have access to the email address that I purchased it from. I would really appreciate in getting my Microsoft key that I paid for.
Business Response
Date: 10/27/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft 365 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: 10/28/2023

Complaint:
This is not 365. This was a hard copy of Microsoft 2016.

Sincerely,

***************************
Business Response
Date: 11/02/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we apologize on the mistake on our part, have investigated the case ********** , the agent was able to help you with your issue and provided the documentation for you to regain access to your account, please feel free to reach our agent back by replying to their email.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2023

Complaint: 20768672

I am rejecting this response because: This is a product that I have paid for. Now I am unable to use the product that I paid for.

Sincerely,

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

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