Business Profile

Computer Software Developers

Microsoft

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,378 total complaints in the last 3 years.
2,145 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:10/19/2023
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I had to reset my pc and now Microsoft is telling me that the windows 10 I was using is no longer valid for use and I have to pay $149.00 to use it I all ready own the software that I'm trying to reinstall
Business Response
Date: 10/24/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing rewards issue. We understand your frustration about the current issue and want to make it right, could you please confirm the email address that was registered with Windows 10, this for us to send it to one of our agents and start the investigation on this matter.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/19/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft appears to maintain no complaints handling process. I have had an issue with the Microsoft ************************** and there seems to be no way to escalate a complaint against them.The department requires that you use their online ticket submission form which in my experience garners a reply about one in every fifteen tickets. The tickets are usually replied to with a stock email asking for further details and screenshots. The problem is that there is no way to update your ticket and replying to these emails has never garnered a response, despite trying literally hundreds of times at this stage. What you can do is open a new ticket, however the ticket submission form has no facility to upload files or screenshots and so it is totally unclear what the support department expects you to do.When you open a new ticket you very often get an automated reply telling you that you already have a ticket open and to streamline the process they will be closing the new ticket, instructing the user to update the existing ticket. There is however no way to do this.I have sent hundreds of emails and raised 50 or so tickets by this time and still haven't been able to get my relatively simple issue resolved. I have as a result had to mark all of my microsoft subscriptions and account for cancellation. I'm probably going to have to figure out how to switch my PCs to linux too because the lack of professionalism from Microsoft has been astonishing.
Business Response
Date: 10/23/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.
We are sorry to hear that and understand you.
Would you be so kind to provide any previous service request and your Microsoft account, so we can contact them directly and let them know about your situation in order to investigate further.
We will wait for the information to assist you further.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/23/2023

Complaint: 20751246

I am rejecting this response because it appeared to be the only way to reply to the complaint without marking it as closed satisfactorily.
As requested my microsoft account email is *************************** and you can call me on ********** if you need further information.
I am dubious that you will receive anything productive from the microsoft rewards support office but perhaps if the request comes from inside the company rather than from a lowly customer they will pay attention to it.

Sincerely,

*************************
Business Response
Date: 10/26/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.
Thank you for your information.
We have sent an email to the respective team, and you will be contacted as soon as possible to work towards a resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/28/2023

Complaint: 20751246

I am rejecting this response because:
The response has not resolved the initial complaint nor has it grappled with the substance of the BBB complaint focussing on how the microsoft rewards support department are absurdly inept

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.
Would be so kind to provide us with the ticket numbers you have created when trying to contact the Microsoft Rewards Team?
They informed they did not locate any account with the email: ***************************

If you do not have a previous case , please go to *************************************; to create one.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/07/2023

Complaint: 20751246

Microsoft is claiming that the Microsoft Rewards Support desk has never received a ticket from me, but fortunately I have kept a large number of ticket numbers so they can verify. I also have a multitude of confirmation emails if needed. The following is a small sample of the tickets I have raised over the last six weeks, all on the same single issue:
**********
**********
**********
**********
**********
**********
**********
**********
1058187994
**********
**********
**********
**********
**********
70256641437
**********
**********
**********
**********
**********
Notice that one of the ticket numbers is longer than the others. That is not a mistake on my part, the confirmation email from the Microsoft Rewards Support desk has that confirmation number listed so I think that is just yet another mistake on their part. I don't say this lightly but the Microsoft Rewards Support desk is the worst department of any business I have ever dealt with in my life and has changed me from being pretty positive and enthusiastic about Microsoft to wanting to never use them again in any corner of my life.

Sincerely,

*************************
Business Response
Date: 11/09/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.
Thank you for your information.

We have sent another email to the respective team with the most recent cases you provided to work towards a resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/15/2023

Complaint: 20751246

I am rejecting this response because: it offers nothing.

Sincerely,

*************************
Business Response
Date: 11/28/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.
Thank you for your information.

We have contacted them again with the most recent cases you provided to work towards a resolution.
You should receive a response from Microsoft Rewards in the coming 24 hours.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/30/2023
Microsoft has randomly suspended my account as punishment for voicing this complaint.
Customer Answer
Date: 12/04/2023

Complaint: 20751246

I am rejecting this response because:
The response does not answer any questions, it just asks me to wait for further updates. It is starting to look like Microsoft might just intend to kick the can down the road indefinitely by replying to the complaint with a generic response saying that the real response will be coming soon, when in reality nothing is happening and nobody cares.

Sincerely,

*************************
Customer Answer
Date: 12/07/2023
I need it to be noted that Microsoft has never done anything on this complaint. Their initial response can be paraphrased as "we will look into this and get back to you" and that never happened. Microsoft simply repeated that line several times over the course of months and are now leaving it unresolved. It isn't the case that they offered some sort of partial resolution which I was unsatisfied with, instead they have offered no response whatsoever.
Business Response
Date: 12/07/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.

So far, we have not received a response, thus one more time we sent a message to get an answer.

You should receive a response from Microsoft Rewards team or through this portal we will let you know about their notification.
Thanks for your understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/07/2023
As there has been no update or answer I obviously cannot accept this response yet.
I just want to point out with as much emphasis as possible, that I raised this complaint months ago after getting no response from the rewards support department. It should be massively alarming that even internal staff at Microsoft seem unable to get a response out of this department even after months of asking them for one! What is the deal with this department? Why are they so bad?
My rewards account had a balance of about $20 in it. Microsoft has already lost more than that in revenue from me due to my cancelled gamepass and 365 subscriptions. The rewards department should in theory exist to increase customer retention and loyalty, but due to how shockingly appalling they are have driven a lifelong customer away. Obviously my own purchase decisions don't matter in the slightest to an organization the size of Microsoft, but it should at least speak to the scale of the problem with the rewards support department. I have been posting this experience all over the internet on various forums and the response has always been an overwhelming flood of people sharing their nightmarish experiences with the rewards support department!
Business Response
Date: 12/08/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.

As indicated, so far, we have not received a response, thus one more time we sent a message to get an answer.

You should receive a response from Microsoft Rewards team or through this portal we will let you know about their notification.
Thanks for your understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/11/2023

Complaint: 20751246

I am rejecting this response because:
The response still contains nothing. Microsoft were unable to get an answer out of the relevant department even after months have passed. It should be thoroughly embarrassing for microsoft that they have a department that they themselves literally cannot persuade to he helpful, even to microsoft.

Sincerely,

*************************
Customer Answer
Date: 12/11/2023
The company has not done anything with this complaint. It initially responded saying it would investigate and update me, now ten weeks later it is still saying that. I have not been updated or learned anything about this complaint. From my perspective it looks like the Microsoft complaints management strategy is just to lie, saying it is being investigated, when in reality it does nothing until the time runs out.
Business Response
Date: 12/14/2023
We sent an email to a new email address ************************************** and will be waiting for a reply, since the previous address no one replied.
Customer Answer
Date: 12/17/2023

Complaint: 20751246

I am rejecting this response because:
Nothing has happened yet. Microsoft just keep saying to wait, forever.
Sincerely,

*************************
Business Response
Date: 12/19/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.

We want to let you know that we are investigating the issue and will inform you as soon as possible.
Thanks for your understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/19/2023

Complaint: 20751246

I am rejecting this response because:
Nothing has happened yet, still.
I am happy however that the representative accidentally shared the internal email address for the rewards support department. I have at least been able to make that available online to the other people affected by this issue.

Sincerely,

*************************
Business Response
Date: 01/05/2024

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account issue.

We are glad to hear that.
Thanks for your patience while the case was investigated.
We are sorry for any inconvenience that this may have caused you.
For future issues, please feel free to visit Microsoft.com.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/05/2024

Complaint: 20751246

I am rejecting this response because:
The response just says "we are glad to hear that"
Glad to hear what exactly? Is it even humans working at microsoft these days or is it all just their shoddy robots now?
It is seriously absurd that microsoft has been unable to answer a simple question over the course of several months and hundreds of correspondences.

Sincerely,

*************************
Customer Answer
Date: 01/10/2024
I want to point out that microsoft have done nothing with this complaint over the course of months. At every stage they have simply sent a canned response claiming they are looking into it and will update me but have never done so. I have been looking around online and found hundreds of people in the same boat with the same complaint all being ignored. I don't know how to get a simple response out of microsoft short of suing them or something.
Customer Answer
Date: 01/10/2024
This message was sent almost a month ago promising an update but there has still been no answer to my very simple question. Does Microsoft require me to file a lawsuit against it to shake an update out of it?
Business Response
Date: 01/15/2024

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards issue.
We appreciate his feedback and we are actively working with the Customer Support Manager to investigate the matter in more details and close down on the issue as soon as possible
Opening up multiple tickets for the same issue is just adding additional load to the service and increasing the delay also for other customers. We are aware that we are not offering today the capability to check the ticket status and we are actively working to address your issue.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/15/2024
I would love to have been able to simply raise one ticket, but due to the lack of response over several months, and various tickets being closed due to mistakes I have been left with no other options. I have been seeing hundreds of people in the same situation across various forums and online platforms - all distraught and irate. It does look promising that some of them seem to be in the process of putting together a class action lawsuit over it so I have provided them with my details in case that gets underway.
Customer Answer
Date: 01/24/2024
Please see attached.
Business Response
Date: 01/25/2024
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards issue.
Thank you for the information.
We suggest you wait for the resolution and keep in touch with them.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/25/2024
Business has said "keep in touch with them" even though "them" is Microsoft. This company is legitimately insane. It needs to be noted that there is no way to contact "them" and it has been 4 months without a reply.
Business Response
Date: 01/31/2024

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards issue.
We got this resposne:

We appreciate the feedback, and we are actively working with the Customer Support Manager to investigate the matter in more details and close down on the issue as soon as possible.
Opening up multiple tickets for the same issue is just adding additional load to the service and increasing the delay also for other customers. We are aware that we are not offering today the capability to check the ticket status and we are actively working to address your issue.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/31/2024
This company, complaint, and entire situation is just openly a joke at this stage. It has been open since October of last year, with the simple resolution of "unfreeze my account" but ******************** has repeatedly failed to get even a single update on this issue. Microsoft are not worth taking seriously as a business anymore, which should have been obvious during the pandemic when their decades established skype platform was effortlessly cast aside by the totally unknown at the time "zoom". The writing has been on the wall for some time but now it is beyond clear, Microsoft is an ex-company, just in palliative care until it finally croaks.
Business Response
Date: 02/06/2024
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards issue.
To inform you, we have sent again this case to the respective team asking for a response to your concern.
Once we get a response, we will let you know the outcome.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/06/2024
Microsoft has no intention of addressing this complaint. It hasn't provided a single answer in almost six months. I have been reading lots of similar horror stories from the online communities forming around this issue. On the one hand it's really sad to see somebody like in the screenshot I included who is disabled and has been betrayed by Microsoft. On the other hand it is positive that all these people are being joined together in their hatred of Microsoft and sharing their experiences being messed around and lied to.
Business Response
Date: 02/08/2024
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards issue.
As indicated, we have sent again this case to the respective team asking for a response to your concern.
Can you please specify what the issue exactly is?
The Microsoft Rewards team may contact you.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/08/2024
Microsoft has kicked the can so far down the road with this issue that they have completely forgotten what the initial complaint even was. I suggest looping back to the initial complaint text to get up to speed on the nature of the complaint.
Business Response
Date: 02/21/2024
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards issue.
We were informed that your account was unsuspended.
We let you know that search behavior should be improved, otherwise this account could get suspended again.

Sincerely,
Microsoft Corporation.

Customer Answer
Date: 02/22/2024
I received a very vague email and responded for clarification and received no update. I will paste the question here so that maybe somebody can answer it:
"You have to tell me specifically what the issue is. I cannot correct a behaviour if you do not very clearly tell me what the issue is.

You have advised that searches must be done manually and I can confirm that 100% of all searches I have ever performed were done manually.

You said that you reviewed my account and found it did not align with the agreement. I need you to tell me specifically what you found that led you to draw that conclusion in order for it to be avoided in the future."
Customer Answer
Date: 03/01/2024
The company did not address the complaint. I need the file to reflect the fact that this is not a situation in which the customer simply was dissatisfied with the company response but rather, the company did not at any stage over the course of 6 months respond to the actual complaint. What happened was they updated it every four weeks saying they were looking into it and then never actually did anything.
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.
On 7/17/2022 I purchased a Microsoft Sculpt Ergonomic keyboard and mouse from Amazon.com with a 3 year manufacturers warranty for $104.89 plus 8% *** sales tax.On 8/16/2023 I reached out to Microsoft because the mouse had stopped working properly. After requesting I troubleshoot for a few days I was able to submit a warranty replacement request.Microsoft offered to refund my $104.89 to my Microsoft account as they do not have my mouse in stock and are not sure when it will be in stock again. I have been emailing since then to resolve this issue appropriately as there is no comparable mouse on Microsofts website (all other comparable mice are out of stock as well), therefore I do not want a refund to my Microsoft account as this will not help me get a new mouse. Microsoft has gone 2 weeks or more between emails to me despite my requests for someone to call me to resolve my issue which remains unresolved to date.I am requesting a full refund by check or refund to my credit card to fulfill the warranty since they are unable to replace my product. It has been outrageously frustrating to try to get this issue resolved and I have never had such difficulties with a company fulfilling a warranty on a defective product.Microsoft already has my proof of purchase for this product and I was given Case/Support Request # **********.
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 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:10/19/2023
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.
Dear Better Business Bureau,My name is ***********************, and I am writing to file a formal complaint against Microsoft Corporation regarding a persistent issue with their Microsoft Rewards program.Nature of the Complaint:I have been encountering a recurring problem known as the "broken streak glitch" within the Microsoft Rewards program. This glitch repeatedly disrupts my ability to maintain a consistent streak, severely impacting my rewards and overall user experience.Details of the Glitch:The glitch manifests intermittently, making it difficult to pinpoint an exact date. However, it has occurred multiple times over the course of my usage of the Microsoft Rewards program. Each instance resulted in a loss of streak and associated rewards.Communication Attempts:Despite numerous attempts to report the issue and seek resolution, my communications with Microsoft Rewards support have been ineffective. I have persistently contacted them through various channels, only to be directed to a closed service request with no meaningful resolution.Requested Resolution:I urgently request Microsoft Corporation to investigate and resolve this persistent issue with the broken streak glitch. Additionally, I seek appropriate compensation for the rewards lost due to this glitch and urge for a comprehensive review of the support system to prevent future occurrences.Impact:The recurring presence of this glitch has severely impacted my trust and satisfaction with the Microsoft Rewards program. It has diminished my overall user experience and trust in ******************** Rewards.I sincerely appreciate your attention to this matter and request your intervention to help address this ongoing issue with Microsoft Rewards.Thank you for your time and assistance.Sincerely,******************************** Address: ********************** ********, *******, ***** Phone: ************ Email Address: ******************************
Business Response
Date: 10/24/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing rewards 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

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:10/18/2023
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 was falsely banned on xbox live by the microsoft enforcement team, I have never received a suspension or strike on my account in which I have countless hours of play time and money spent, in addition to the fact that I have not been on my xbox in over a month. I contacted microsoft support who then told me to file a case with xbox enforcement support who then denied my appeal and I didnt hear from at all. I am filing this complaint in order to contact and solve this mistake with the xbox enforcement team. Thank you for your time and understanding.
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
Customer Answer
Date: 10/24/2023
Hello, I hope this message finds you all well,
If you could link the support case number to my banned account my username is *****, and contact me at my email *********************** that would be great. I'm looking forward to your response and to come to a resolution on my issue, thank you so much for your help and understanding.
Business Response
Date: 11/01/2023
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 the case has been closed as our agent informed you need to make an appeal for your account. Regarding your request for us to link the support case to your banned account, you would need to contact our agent *******, please just reply to one of their emails as the case hasnt been archived, as 7 days havent gone by since the case was closed.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/02/2023
My appeal was instantly denied and I am unable to make an appeal from another ban hence why I asked for the support representative to make another appeal for me but I was ignored
Initial Complaint
Date:10/18/2023
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.
In March of this year, 2023 we started getting charged by Microsoft on our credit card. I ignored the first charge, but it continued each month. I have tried many times to contact Microsoft about the charge on our credit card, but you have to "log-in" to your account to settle any billing issues. Well, I don't have an account, no log-in, no password and therefore no way to speak to anyone. I cannot cancel a subscription if I have not requested one. I cannot cancel a subscription if I cannot contact the ******. The billing began January 17, 2023 at $16.22 the amount and has continued. On August 18, the billing increased to $18.38 and we are continuing to be billed each month. Microsoft has poor customer service. I have spent hours trying to resolve this issue, and I have yet to speak to anyone other than automated whatever the heck they are. The personnel email listed on the Credit card statement to identify the invoice is an old email address my son used for six months, over four months ago. It was an address through a college and he no longer has access to it since he hasn't been a student there for over four years. I don't know what other steps to take with ******** since I am unable to speak to a person, unable to log-on, and this is only going to continue to cost us money.
Business Response
Date: 10/24/2023
Dear **** and *******************************,
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
I have had trouble with my email and was just able to resolve, so I just read this. I have not heard from Microsoft and nothing has been resolved. They are still charging me for a service I have not requested and I do not use. What do I do know?
*******************************

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. Upon checking, we were able to confirm the case has been closed as our agent didnt receive response from you. Regardless, we also confirmed our agents last email contained instructions for you to be able to address this matter. Please follow these instructions and let us know if you are able to complete them, so we can determine if further assistance is needed.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/18/2023
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.
The Windows 11 update 22H2 broke 3 of my computers that already ran on windows 11. I have spoken to microsoft support for 2 weeks not and the issues have not been resolved. I had to take one PC to geeksquad because PIN login failed to work after upgrade. They charged me $195. Another PC had corrupt windows files and was stuck at the update. The computer is not working properly and performance is maxed out while on using .1 mb/s disk space. I was forced to buy a new computer. On top of all this my Microsoft account seems to be getting attempted hacking sign-in requests that are being blocked. Microsoft has no answer for this except for using 2 step verification, which does not contact me on each unsuccessful login request. Here are my issues and requested resolutions: Microsoft Case #'s below as well.1. Desktop 1: PIN login stopped working after windows update to 22H2. Microsoft could not resolve even after windows re-install. Took to Best Buy Geeksquad and they said there is glitch in new update. Recommend to use Windows 10 which does not require PIN. Paid Best buy Geeksquad $195. 2. Desktop 2: Update is stuck and computer hardly works. It keeps crashing and my outlooks not working. Microsoft support says I ***** corrupt windows files. Forced to buy new **** PC for $1414.3. Laptop 3: After update built in camera stopped working. Microsoft support stlll working on it 4. Someone keep trying to hack into my Microsoft 365 account. ******************** said to setup 2 step verification which I did. Nothing else they can do. I still do not get 2 step notifications on unsuccessful attempts.Microsoft case #'s: **********, **********, **********, **********, **********, **********, **********, ********** (camera issue currently working on).
Business Response
Date: 10/23/2023

Hi **** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issue. A senior member of our Microsoft Technical Team will investigate this matter and contact you directly to work toward a resolution in the next 24 hours. Your new case number is **********

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/17/2023
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.
I am a licensed professional clinical counselor and I purchased a Microsoft 365 business account in order to have HIPAA compliant email. My account was set up as **************************** Recently I got a new iPhone and I didn't realize that I had cloud back-up turned off in my authenticator app. I wasn't able to use Outlook on my new phone and eventually I got locked out on my computer too. Every time I try to log in to my Microsoft ******************************************************************************************************** to use it. There are no other options given and all of their contact support options require you to sign in to your account. I somehow found a few different ways to contact them but they all tell me another area needs to help me and then I never hear back. I finally decided I would just cancel my subscription but I can't do that without logging into my account, which I don't have access to. When it is up for renewal in December I guess I will have to dispute the charge with my bank. In the meantime I am going to have to purchase another service because I need to have HIPAA compliant email. It seems like someone should be able to turn off two factor authentication so that I can get back into my account. I can provide other methods of verification. By the way, I also have a personal account that I CAN access using the same Microsoft Authenticator app. I am going to wait a few more days before purchasing another option in the hopes that someone will contact me.
Business Response
Date: 10/23/2023

Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your business account access issue.A senior member of our Commercial Business Account Team will investigate this matter and contact you directly to work toward a resolution in the next 24 hours. Your new case number is

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/29/2023

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:10/17/2023
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 sons are locked out of the Xbox and I *** it have access to the number that is listed as I havent had that number in years. I am unable to login and change it though I have have the login credentials, it still says their account is locked. There isnt a contact number for you to speak with anyone in regards to this matter. Someone needs to contact me asap as this has been an ongoing issue for the past couple months
Business Response
Date: 10/23/2023
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:10/17/2023
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 a member of Microsoft Bing Rewards. In early August I attempted to redeem my points for a $5.00 gift card. I was told to enter my landline phone number to receive a code to verify my request. This had always worked fine for me in the past. This time it would only send me text messages and as I only use a landline phone I cannot receive the code. It specifically states that landline phone numbers are accepted but I cannot get my phone number listed on my account. I have tried contacting them numerous times to find out what the problem is and to fix it but they don't know what to do. I have been transferred to the wrong departments and have been told there is no phone number or way to reach a technician who can fix this. I have tried chat, filing a complaint ticket, talking to them by phone with no resolution. My last ticket number was **********. I have never had problems with Microsoft before this and would like my problem solved. Thank you.
Business Response
Date: 10/23/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing rewards 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: 10/30/2023

Complaint: 20740400

I am rejecting this response because:

Sincerely,

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

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