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

5,377 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:10/23/2023
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.
When attempting to contact microsoft support, their website would not let me talk to someone without logging in, and would not allow me to log in by any method. No sign in link works, at no point am I even given the option to enter a username and password. While attempting to figure out how to break this cycle, the entire domain of ****************************************** entirely stopped responding, giving me an "access denied" error. There seems to be no way to reach a human being without logging into this website.Please contact me BY E-MAIL to resolve this login issue.
Customer Answer
Date: 10/26/2023
As of Wednesday night, the support website is still completely nonfunctional. Even after I have logged in, it tells me I have to log in to talk to support, and there is no way to escape this infinite loop.
Business Response
Date: 10/31/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issues. We understand your frustration about the current issue and want to make it right, please call ************ to reach one of our agents to gain assistance,if you are unable to please feel free to reach back.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/05/2023

Complaint: 20768355

I am rejecting this response because I attempted to call the number provided for support, which was answered only by a recording that hung up on me. Please provide alternate direct contact information or reach me by e-mail, thank you

Sincerely,

*************************
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
Customer Answer
Date: 11/16/2023

Complaint: 20768355

I am rejecting this response because that ticket number was closed without my permission yesterday. I have received, and replied to, multiple e-mails from Microsoft about this matter but no one has continued responding at any point. I have still not been able to speak with a human being about this issue.

Sincerely,

*************************
Customer Answer
Date: 11/28/2023
Did you even read our correspondence? I am awaiting contact by the business. There is no "offer" to have "rejected" or whatever simple terms you are trying to fit this situation into, and NO reason for this to be closed at this time.
Business Response
Date: 12/15/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current situation, we will investigate why the case was closed like that, and provide you a resolution or an explanation on why it happened.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/21/2023
Still awaiting further contact by the business. Not sure how to proceed as there is nothing actionable I can even accept or reject at this time
Customer Answer
Date: 12/22/2023
Still awaiting direct contact by the business. I understand this may take a bit due to the holiday season. Please do not auto-close this complaint until we are actually able to communicate and address the matter, thank you
Customer Answer
Date: 12/26/2023
THIRD ATTEMPT
I am still awaiting contact by the business as per their offer. I am unable to accept/reject a resolution until the business has contacted me to discuss one.
Business Response
Date: 01/08/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent issue, we have opened another case on your behalf, your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/23/2024
Hi there. I've given it quite a bit of time, but the business has not yet followed through on their offer. Additionally, they have stopped responding to my contact attempts, and begun taking retaliatory actions against my account. It will unfortunately be necessary to continue with this complaint for another round.
Business Response
Date: 01/24/2024
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 **********.

Microsoft Corporation
Customer Answer
Date: 01/26/2024

Complaint: 20768355

I am rejecting this response because the business has not unlocked my account despite my having long since returned all of the information they have requested. Please immediately unlock my account to resolve this complaint.
Sincerely,

*************************
Business Response
Date: 02/02/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, to unlock the account, first has to undergo a verification process if the verification is passed the account will be unlocked and this will be communicated by one of our agents directly to you, we appreciate your patience and understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/02/2024

Complaint: 20768355

I am rejecting this response because: I have cooperated with the described procedure and Microsoft has still refused to unlock my paid account.
I must insist on the full restoration of this account and all services attached to it before this complaint can be resolved.
Sincerely,

*************************
Customer Answer
Date: 02/11/2024
I responded to Microsoft's verification requests on two occasions. On jan 19th I sent all of the information they requested. There was no response to this e-mail. On Jan 26th a different agent asked for the same information, and was provided a copy. The same agent then asked for the same information a second time, behaving as if he had not already received it. The agent then failed to unlock the account, and has refused to respond to further inquiries.
The attached screenshots show the dates of the two e-mails sent to microsoft containing the information they requested. For privacy reasons I cannot share the entirety of the content of these e-mails, but if you need more information CONTACT ME and I will see what I can do.
Business Response
Date: 02/20/2024
Dear *************************,
We appreciate your patience during the account verification process. Unfortunately, our agent has been unable to verify your account using the available information, however, you can still try the verification by visiting **************************************************************************************************************************************************************** or please call ****************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/20/2024

Complaint: 20768355

I am rejecting this response because I have already REPEATEDLY followed the entire verification process as directed. There is no more information I can give Microsoft regarding this account without access to the account. It is time for you to act and unlock my paid account, before it is necessary to escalate this dispute any further.

Sincerely,

*************************
Initial Complaint
Date:10/22/2023
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.
First off I have been a member of the Xbox Bing rewards for many years. It is where they give you points for doing certain tasks to do things on Xbox. Like you do searchs buy games and activities punch cards. Well now they put in this rule that you have to have a moblie phone number to ****** the points you earn. I feel like they are discriminated against me because of these reasons for one I am disabled and two I dont have a moblie number and they dont even offer me another way to redeem my points than a moblie number
Customer Answer
Date: 10/23/2023
I am adding this to the complaint because they dont offer another reason then I feel described against by this company because I cant afford a cell phone to redeem the rewards for buying their products. Movies or whatever. And this picture states you can use someone else number to cash out your rewards or a land line which they wont let you do.
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: 20766563

I am rejecting this response because:
First off I have be a member of Xbox live for a long while they say will look into it and truly it never gets fix. Secondly they offer two options saying you can us any number to redeem your points that you have earned even if it isnt your number. Then once you do that they will ban your account

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated the case **********, the agent was able to help you with your issue and provided the documentation for you to change the phone number if needed, as a phone number is needed by design.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/21/2023
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 a hp laptop from QVC for my granddaughter that came with the Microsoft package for 1 year. I assumed I set everything up correctly, when I went to log in the next day it stated I needed to set up a pin hmm, I attempted to do that for two days because Microsoft said for security reasons they had to verify my account. No reply no nothing. When I try to update my info I can't, they have a 3 year old phone number that I can't verify. They give no options to verify by email, I had to apply for a recovery account which takes 30 days in which I will lose my primary email. You can never talk to a live person to help you, and you have to pay black market companies for assistance which I refuse to do. They give us this so called package and force us to pay $80 to use their service. Now I have a brand new laptop that I can't use because Microsoft is holding my info hostage. I need help asap on how to obtain a pin number and get into my granddaughters new computer. You can delete Microsoft because they dominate the system so deleting the software will make it worse.
Business Response
Date: 10/26/2023
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: 11/03/2023
I have not spoken to anyone from Microsoft nor have they tried ro reach out to me with a resolution, they sent me a text message October 25 and said my case was resolved and closed and they sent me a closed case number. I sent them an email demanding for someone to contact me in which no one never called. Please do not close my case for Microsoft is playing lying games
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 your case was transferred to another team, please check your inbox for their message, if nothing is found please feel free to reach us back.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/20/2023
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 have been locked out of my Microsoft 365 Business account for 8 days due to 2 factor authentication. I have called everyday and have had zero updates from Microsoft on my issue. My ticket number is ****************. I have had to change my MX records to Apple just so I can receive any new emails.
Business Response
Date: 10/26/2023

HI ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issues.
We are pleased to inform you that we have address your concern to our commercial account team and you will be contacted in the next 24 hours to work towards a resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/20/2023
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.
Microsoft illegally permanently blocked my account, preventing me from using the products I purchased. The Xbox games purchased and the Skype recharge amount will all be taken back, and the account *************** has been illegally frozen by you.
Customer Answer
Date: 10/20/2023
My account was blocked, resulting in the products and funds I purchased from Microsoft unable to be used normally.
Customer Answer
Date: 10/20/2023
My account was blocked, resulting in the products and funds I purchased from Microsoft unable to be used normally.
Customer Answer
Date: 10/20/2023
My account was blocked, resulting in the products and funds I purchased from Microsoft unable to be used normally.
Customer Answer
Date: 10/20/2023
My account was blocked, resulting in the products and funds I purchased from Microsoft unable to be used normally.
Business Response
Date: 10/25/2023
Dear Xinyu ****,
Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery forms and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form ((*****************************). You can submit the form up to two times per day.Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/25/2023
I have changed my password multiple times I have two-factor authentication. Your excuse makes me very angry. You are not solving the problem of attitude.
My account is suspended and all my requests have been rejected. I ask that you resolve my suspension and that I have not lost my secrets.
My purchase of your product is for life and you have no right to seize it. Items I purchased.
Customer Answer
Date: 10/25/2023
I ask you to unblock my account. I have been permanently blocked. You have no right to take away the goods I purch
Ticket number ********** clearly informed that any application would be rejected and my account would be permanently blocked.
I purchased Microsoft products and you blocked my account and had to return the products because I purchased them for life.
Customer Answer
Date: 10/25/2023
I ask you to unblock my account. I have been permanently blocked. You have no right to take away the goods I purch
Ticket number ********** clearly informed that any application would be rejected and my account would be permanently blocked.
I purchased Microsoft products and you blocked my account and had to return the products because I purchased them for life.
Customer Answer
Date: 10/25/2023
I have applied for account recovery and changed my password, but I still cannot log in!
Customer Answer
Date: 10/25/2023
I have applied for account recovery and changed my password, but I still cannot log in!
Customer Answer
Date: 10/25/2023
I have applied for account recovery and changed my password, but I still cannot log in!
Customer Answer
Date: 10/26/2023
My account is locked and I can't log in even after changing my password several times.
Customer Answer
Date: 10/31/2023
I just need to get my account back to normal, you have no right to seize my property, all my feedback, you are avoiding answering directly....
Business Response
Date: 11/01/2023
Dear Xinyu ****,
Thank you for your response. We reviewed the account recovery forms that you have submitted but, as you know, you did not provide enough correct information to validate as the owner of the account. We are unable to send a password reset link and give you access to the account until we have verified you are the rightful owner of the account.
You are welcome to submit the account recovery form up to 2 times per day. Please try to provide information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/08/2023

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Sincerely,

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Customer Answer
Date: 11/08/2023
I have passed the plan you gave me, but my account is still in an abnormal state!
Initial Complaint
Date:10/20/2023
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 am paying monthly for a Microsoft 365 account for business email. This is addition to the free email, a live.com account that I have had for years. Microsoft advertising states I can have multiple email aliases, but when I try to add one I am unable to. I have opened multiple support tickets, and each one has been closed without resolution. Now, if I try to close the Microsoft 365 business account, I also lose the live.com email I've had for years. Phone support cannot help, all I get is a runaround. I am not getting the service I'm paying for, and there is no support whatsoever. I am getting ripped off on a monthly basis.
Business Response
Date: 10/24/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We forwarded your information to 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:10/19/2023
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.
My names ****** and I have a Microsoft Surface Laptop 3 that I bought a year or two ago brand new from BestBuy, and when I try to contact Microsoft phone support they hangup in my face and i am not able to speak to live agent. I have also tried to "chat" with Microsoft support from the Surface app, and it just keeps rerouting me to the microsoft website. I have a question about my Windows Updates and I am not able to speak with a person from Microsoft to get support. I am going to tell my friends and my family to never do business again with Microsoft, I will also be escalating the matter to the necessary avenue that I need to if Microsoft will not assist me with my question.
Business Response
Date: 10/24/2023
Hello ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Laptop 3. If you need to set up a repair order for your device, please visit: ********************************************************;
You mentioned that you have questions about Windows updates. If you would like to share your questions, we can contact the team who can best answer them. Additionally, if you can provide the service request numbers from your previous support interactions it will help us route you to the appropriate team.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/19/2023
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.
Date 10-18-2023 For many years I have paid Microsoft money every month to use ******** services as an individual and as a business I have two accounts with them Microsoft committed to access to its membership audience and the ability to interact with business people and to contact other businesses using their sales navigator service Microsoft has denied me access to my accounts and contacts throughout my career. Despite my compliance with all their verification requirements they have denied me access and as a result, i am experiencing a loss of business I have no idea if ******** is trying to resolve these issues and they have sent me an automated connect response that does not work it keeps me in a continual perpetual verification process. Microsoft apparently has no email support address or phone that can be accessed by someone in my situation. Microsoft has denied me any way to connect with the organization to resolve my problem I have two emails I use ***************** and ******************** either can give an admin access to my account I tried calling their IVR but it is not helpful and recommends internet support channels that do not seem to exist. I had a single chat with a linkedin Agent and the agent was dogmatic, inflexible, intolerant, and unhelpful.
Business Response
Date: 10/26/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your LinkedIn account. We reached out to LinkedIn Support on your behalf when we received your complaint. They responded that they have successfully assisted you in regaining access to your account. Please confirm that your issue is resolved.
We look forward to your response.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/19/2023
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.
microsoft locked us out of our account for ********************** gaming and told us there is nothing we can do about it. we have a **** dollars or more in games that were bought under this account.
Business Response
Date: 10/24/2023
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:10/19/2023
Type:Order 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 believe this company is operating illegally you have to pay yearly for subscription but can not contact the business for assistance.
Business Response
Date: 10/24/2023

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

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

Would you be so kind to provide further details about your situation.?

We will wait for your response.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/24/2023
I have had to contact an outside Vendor a couple of times for assistance this last time was not able to open PDF documents. Was informed that something was cut off allowing PDF documents to open and cut off my Norton protection off. Had to be previous Vendor when I inquired about not having enough space and paying .99 a month. Also tried to inquire about cancelling yearly renewal forced on Customers with no changes.
Customer Answer
Date: 11/07/2023
Good morning

Each year Im forced to renew my Microsoft software package and when problems exist there is no one to contact but fraudulent contacts trying to sell you help. Im unable to open any of my saved documents how do I get assistance? First it was PDF files now I have no access to any of my documents they will not open.
Business Response
Date: 11/08/2023

Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your documents issue. A senior member of our Microsoft Technical Team will investigate this matter and contact you directly to work toward a resolution. Your new case number **********
Sincerely,
Microsoft Corporation

Customer Answer
Date: 11/27/2023
I have been in contact with Microsoft direct after your assistance. Thanks so much I was able to actually talk to a Microsoft Rep and not just email process. Thanks.

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