Business Profile

Computer Software Developers

Microsoft

Headquarters

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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

5,667 total complaints in the last 3 years.
2,345 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:02/12/2024
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 have had my Xbox controller sent back to Microsoft to be repaired under warranty twice. After getting it back both times, it would show up with new problems/damage. The second time, it came back with grease all over, as well as substantial damage to multiple buttons that were in perfect condition before. After 2 months of back and forth, Microsoft continues to just keep saying "send in for repair" even though that has not worked. At this point, I feel that this controller has been permanently tarnished, due to being mistreated while in the control of Microsoft. At this point, I want either e refund, or the cobtroller to be replaces with a brand new one. The amount of time I have spent packaging, delivering controller to post office, as well as hours on the phone over 2 months, I feel that this needed to be escalated to get an actual repsonse.
Business Response
Date: 02/19/2024
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: 02/23/2024

Complaint: 21283777

I am rejecting this response because:I am not closing this case until it is actually resolved.

Sincerely,

Jordan Berkut
Business Response
Date: 03/07/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** has been working with you on this issue. If you have any question related to this matter, please reply to the last email you got from case **********, so we can reach a resolution if this has not happened yet.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/12/2024
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 purchased an Elite 2 controller in November of 2022 and purchased the extended warranty plan through Microsoft. I have had to send the controller in several times for repair due to faulty equipment. The last time I sent the controller back to be repaired was November 2023 before the original 1-year warranty expired. I received another defective controller and immediately contacted them again to repeat the repair process. I sent that one in and received yet another defective controller in. Each one I received had unacceptable stick drift, unresponsive buttons, etc. I sent that one back as soon as I received and got a replacement. This one was worse than any of the controllers they have sent me. Both thumbsticks jitter and have aweful stick drift and the controller freezes randomly. Since I had had so many issues just trying to get a working controller, the representative that I spoke for the most recent repair had me send an email to them if I had any issues. On January 1st I responded to the email to tell them I was still having issues. I did not receive a response so I sent a follow up email on the 8th. Did not receive a response for that one either so I sent another on the 16th. I finally received an email on the 24th saying it was being escalated and they would get back to me soon. On the 27th, I received an email stating my request was assigned to someone and I would receive an email in 24 hours which I never received. I contacted support again and told them what was going on. It turns out, the controller they sent me back has a different serial number than the one I sent in but *************** said they sent me back the same controller. An investigation was done which stated the same thing but that's impossible since the controller I was sent back came from Xbox. They are trying to tell me I received the same controller back but I did not. They should have a record of the serial numbered controller they sent me as the replacement.3 months I've dealt with this
Business Response
Date: 02/19/2024
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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/24/2024
After an exchange with Microsoft Escalations, they finally transferred my warranty to the controller they sent me and I was able to set up another repair. After a week and a half, I received the same controller back that they allegedly repaired. Upon testing it, I was able to confirm the controller is still defective. The right thumbstick has worse stick drift than it did when I sent it in, the rubber on the side of the controller was damaged, and the controller still randomly freezes. I will have to send the controller in again and probably several more times before I receive a functional controller.
Business Response
Date: 06/13/2024
Dear *****************,

We are very sorry to hear about this situation, please contact the agent and express all of your concerns, if the case has been closed already please reply and we will open a new case with all of the new information.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/17/2024
I purchased my Elite Series 2 controller on 12/8/2022. Since then, I have had repeat issues with the controller being defective when it is "repaired" and sent back to me. The issues ranged crom unrespknsive paddle buttons, stick drift, or face button problems, but it most often was stick drift. These are the repair dates I was able to find in my email. 4/16/2023 4/25/2023 11/7/2023 11/25/2023 12/16/2023 2/12/2024 - I had to file a complaint through this website because the repair team sent me a controller with a different SN and did not move my warranty to the replacement controller. I contacted them countless times and they denied it. 7/6/2024 - Finally had my warranty moved to the controller they sent me so I could start a repair order. 7/31/2024 - I didn't receive the controller back until the end of August. The controller I received was defective yet again. 9/9/2024 - I requested a refund. I have had to contact support multiple times and have been told each time that they are still working on it, including today, 10/17/2024. I just want a working controller, but it's obvious the repair team does not thoroughly test the controllers before returning them. I only had one instance where I received a good controller which was from the repair order from 4/25. I'm just wanting to get a refund for it as well as the Microsoft Complete warranty I bought so I can buy a 3rd party controller with back paddles that isn't defective. The quality control on the series 2 controllers is just awful. The xbox controller I've had since I purchased my xbox one still has no stick drift. I'm not rough on my controllers by any means.
Business Response
Date: 10/29/2024
Dear ** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we are sorry to hear that your replacement controller arrived with issues, we have decided to open a new case on your behalf new case number ********** with the new information and refund request for the controller, as the previous case has already been closed. However if you want to go ahead and try another replacement you can always request a replacement via the following link *****************************************************************************************************

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/14/2024
My case was closed shortly after they said they would issue me a refund, before they had even contacted me directly. I finally received a direct reply, which did not mention a refund. They sent me another controller that was once again defective. The email specifically stated I wouldn't need to send in my previous controller, and yet, I received an email this morning telling me they were going to charge me if it is not sent back in two days. The controller they sent me also ended up being defective yet again and the person I was speaking to has not contacted me back. I need this case opened again so I can update my complaint.

Thank you.
Business Response
Date: 11/27/2024
Dear ** ******,

We sincerely apologize that the controller your received as a replacement still has issues, we have noted that the previous case was closed after the replacement was received, however the last email of the agent sent on November 6th stated I created order ** number ?**********? that will immediately ship you out a replacement first to inspect before sending in the device with issue., we apologize if this caused any confusion, we still want you to enjoy your gaming experience, an Executive Relationship Manager will handle a new case, please check your email inbox for their communication and case number.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/10/2024
They never made good on what they said in their response. I did not receive an email from the Executive Relationship Manager.
Business Response
Date: 12/20/2024
Dear ** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize that you were not reached by one of our executive agents in a timely manner to resolve this issue. However, we have opened a new case with all the updated information regarding the previous replacement. Your new case number is 7061183920.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/26/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have received an email to move forward with the return.

Sincerely,

** ******
Customer Answer
Date: 03/11/2025
My case was closed shortly after Microsoft made contact with me. Over there course of several emails, they began the process of getting me a refund. The last email I received was on January 10th telling me that my refund request was submitted for recreation and they would contact me once their AP team responds. I emailed them on January 28th requesting an update and on February 15th as well. I never received a response from them, yet again. I need to have this case reopened again in hopes that I can finally receive my refund.

Thank you,
Business Response
Date: 03/25/2025
Dear ** ******,

We have checked your case and can see that our team has submitted the refund, however we will follow up with our AP team to ensure your refund issued in a timely manner. Thank you for your patience and understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/13/2025
Microsoft once again stopped responding to my emails after telling me they gave me the refund even though I never received it. Can you please open this case yet again so hopefully it will be resolved this time?
Business Response
Date: 07/14/2025
Dear ** ******,

Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you have experienced with your Xbox Elite controller, including the issues with the replacement device. To ensure your concerns are addressed promptly, we will connect you with a senior Executive Escalation representative who will assist you with your request for a replacement, repair, or refund. Your case number is **********. We appreciate your patience and are committed to resolving this issue to your satisfaction.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:02/12/2024
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.
My credit card information is stored on my Xbox and my sisters special needs son was visiting and bought **** cod points as well as blackcell for $30, for a total of over $50. I did not authorize or know that he was purchasing anything on my account and I would like for both orders to be refunded. Orders #********** and #**********. Please issue a refund and remove the *** from my account. Thank you.
Business Response
Date: 02/19/2024

Hi ****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding the unauthorized purchase.
We have reviewed further the account *********************** and found you already got the refunds.
Orders
9639827547
**********
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
For future issues, please visit Microsoft.com.
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 02/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************
Initial Complaint
Date:02/12/2024
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 had a license for ******************** products for as long as I've had my laptop. Suddenly, I am locked out of my Microsoft account, and my email address appears to be associated with an account that's not mine, which I therefore cannot access. There is no way to communicate with a customer service rep without logging in, which I cannot do as my email address appears to have been used by a stranger in association with their account. I would like ******************** to contact me directly to resolve the problem and get me back into my account.
Business Response
Date: 02/19/2024
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:02/12/2024
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.
In summer of 2023 I signed up for an advanced business account at ********************. I was told I would always be able to contact a human as I pay every single month. The phone number I called to contact a human instead was a computer who hung up on me. I need very simple instructions on how to turn off multi-factor authentication in my Microsoft account. I don't need a phone call I don't need an hour conversation I need instructions step-by-step which should be a few sentences. And I need a phone number that I can use to call a Microsoft person and talk to them, which is what I paid for. It has taken me an hour of my time doing searches to try to figure out how to turn off multifactor authentication and all the instructions tell me to do things like click on advanced options under security, when there are no advanced options under security in my account. my hour of time should not have been incurred because the contract I entered into with Microsoft guaranteed me access to a human, which Microsoft did not provide. I'm an attorney my billable rate is $300 an hour Microsoft owes me $300 and a step-by-step instructions on how to turn off multifactor authentication and don't tell me to click on something that does not exist.
Business Response
Date: 02/19/2024
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: 02/21/2024

Complaint: 21280918

I am rejecting this response because:
According to the response I received from the BBB, the business was supposed to contact me directly in order to resolve my issue. Instead, the business sent me an email telling me it is closing my complaint. They offered no solution, and also, they offered no ability to contact them and one of my main complaints was that there is no direct way for me to contact them when I have a problem, but the monthly fee I pay in order to access the Microsoft services explicitly included 24/7 in person support. Therefore they are in breach of contract. And simply responding telling me they're going to close the complaint without saying anything else at all is absolutely offensive.

Sincerely,

*******************************
Business Response
Date: 03/05/2024
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: 03/06/2024
Again Microsoft responded within the BBB complaint saying that it has been advanced to a supervisor and that I would be dealt with directly by Microsoft. Again, this is the second time Microsoft responded to my BBB complaint by telling me that they would contact me directly. However, again the only thing Microsoft did was close my complaint. I have attached the email they sent me today informing me that they have closed my complaint. Again they have not contacted me other than to just close my complaint..
Customer Answer
Date: 03/06/2024

Complaint: 21280918

I am rejecting this response because:
I had two issues I complained about in my BBB complaint. Number one I want to turn off multifactor authentications and all the instructions tell me to go to something that does not exist.
Number two I pay monthly for a business account I'm supposed to be able to access a human 24/7 at any time I've been trying for weeks to reach a human, unsuccessfully. Therefore I filed a BBB complaint in Microsoft's response was simply to close my complaint, twice. That is not a response and it is certainly not an acceptable response.

Sincerely,

*******************************
Business Response
Date: 03/19/2024
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we were able to confirm this case has been closed as our agent provided the instructions you need to follow to get support for your business account and the link to manage the Microsoft Authenticator settings. Our agent also stated we dont provide monetary compensation for personal time. All this information is based on our policies and procedures, so we stand by our advocates resolution.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/28/2024
I asked for a phone number in my complaint. I pay for services that's supposed to allow me to talk to a human by phone and I've been paying for this for almost a year. I was not provided with a phone number, so they did not provide me everything I asked for, contrary to what they stated in your response that caused you to close the complaint. I will simply file another complaint if you keep closing my complaints without me getting resolution. Again, I want a phone number that I can pick up my phone and call and talk to a human at Microsoft, which I pay for with my business services, monthly. Thank you for your attention to this matter
Initial Complaint
Date:02/12/2024
Type:Order 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.
Please help me understand: 1. I pay for a service (Microsoft Office 365 business) 2. My Microsoft Authenticator App for 2FA for the account required reactivation.3. I try to login to anything in Microsoft and it wants to send the code to the Auth App Ive spent hours trying to get a human to help, this functionality to be "logged in" to get help is actually impossible. ************************** was were I needed to put the ticket in- but you had to login...called ************- redirected me to the webpage.Im done with this service, please close my **************************************************** *************************************************************
Business Response
Date: 02/16/2024
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/16/2024

Complaint: 21279626

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 02/22/2024
The company reached out to me last week and said they would email me a link to an engineer team to figure out my problem. I am still waiting for this email. what's extremely disturbing is the promise made by the company to follow up with a call if the problem was not resolved within 24-hours. Now my case is being closed? What is going on?

Thanks,
Christian.
Customer Answer
Date: 02/28/2024
Please understand I am deployed currently in ******* and I do not have the luxury to respond promptly to this complaint. With that being said, the entire issue I have with this company is hours wasted trying to get my login credentials fixed. This is an outrage and is not the same for any other company when the user loses the ability to login. The company reached out and contacted me. The response was we will get you to the engineering team right after the phone call. This was followed by an assurance that the employee would watch the email thread and contact me in 24-hours if resolution was not found. All of this is lip service. None of their assistance produced anything except international calls on my cell phone. Please help me hold this companies customer service department accountable. Surely this is not just me.

- CSM *********************************
Business Response
Date: 03/11/2024
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/12/2024

Better Business Bureau:
complaint ID ********.
It appears they closed the account. If I am billed next month I will refer to this and the attached email for further assistance.
"Federal **************** Proposes Rule Provision Making it Easier for Consumers to Click to Cancel Recurring Subscriptions and Memberships"
Sincerely,

*********************************
Customer Answer
Date: 04/08/2024
I am still getting billed by Microsoft after theyve clearly stated resolution and account deletion. My case number is complaint ID ********. At this point, this company is taking my money without any way for me to stop them. Every month I have to fight with my credit card company to block this transaction, but every month it charges me. Please hold this company accountable- surely I am not the only one with this problem.
Business Response
Date: 04/12/2024
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: 04/12/2024

Complaint: 21279626

I am rejecting this response because:
I didnt accept this businesses response the first time and the BBB closed the case. Now Im in the same loop I started. If I dont get a human in this loop I will place a congressional complaint with IG. This is absurd.

Sincerely,

*********************************
Business Response
Date: 04/22/2024
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we were able to confirm this case has been closed as our agent provided the instructions you need to follow to open a support case for this matter. Please follow these instructions to get further assistance.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/22/2024

Complaint: 21279626

I am rejecting this response because:

Dear Microsoft, is there a time block you can call me to resolve this issue? Last time I was called I was promised a call back by an engineer with no resolve. The person helping me promised she would check back in 24hrs to follow up. Can you please help me get across the finish line with this problem by calling me again.
Sincerely,

*********************************
Business Response
Date: 04/30/2024
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is 7040514780.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/11/2024
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.
Issue: False advertising Within the video game Halo Infinite, there is an in-game shop in which users may purchase cosmetic items with credits, a currency that is primarily obtained with real money. One of the items claims to be "25% Off", for a total of 800 credits. In reality, the same item was previously sold for 600 credits. Thus, Microsoft lies to their consumers by claiming that an item that went up in price is a "discount".
Business Response
Date: 02/16/2024

Hi ***********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your advertisement incident.
We recommend you provide feedback at **********************************************************************************************************************************************************
If you need further assistance, feel free to to contact Microsoft.com.
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 02/16/2024

Complaint: 21278367

I am rejecting this response because the website sent as a response is irrelevant to this case. The issue is within the game itself, and thus cannot be handled via Microsoft Advertising.

Sincerely,

***********************
Business Response
Date: 02/23/2024

Hi ***********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your advertisement incident.
We recommend you contact Xbox game support at *************************************************
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/23/2024

Complaint: 21278367

I am rejecting this response because of no action being taken to fix the issue.

Sincerely,

***********************
Business Response
Date: 03/11/2024
Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your advertisement incident.
As indicated previously, we recommend you contact Xbox game support at *************************************************
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/11/2024
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.
Falsely advertising $1 deal for 14 days of Game Pass, everything done with the buttons involving this deal anywhere reroutes to generic purchase page with no sale offer or even shows $1 again and changes on purchase finalize page. Everything to do with Xbox store is so broken it's honorary E-waste, they need to be made to fix it apparently. It has been malfunctioning too much for anyone to even bear, genuinely offensive.
Business Response
Date: 02/15/2024
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:02/10/2024
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 Minecraft in 2010 in Alpha stages. When I bought the game in early access, it meant that I would always have access to the game. Microsoft bought Mojang, which is the studio who made Minecraft. After 13 years of owning the game, Microsoft has deleted my access to my Minecraft game, and I no longer have access to the game. Apparently per Microsoft, I needed to migrate my Mojang account to ********************** or else. I NEVER received an email from Microsoft or Mojang for telling me that I needed to transfer my account, and I have lost access to a game that I legally owned.
Business Response
Date: 02/15/2024
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:02/10/2024
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.
We purchased a game which got stuck on the main screen. Immediately, we asked for a refund. A customer service rep said that we would get our money back. It has been almost a month without seeing the money back in PayPal. PayPal is telling us to dispute it. The Microsoft billing email they gave to PayPal is not working. The customer is forced to dispute the purchase it seems.
Business Response
Date: 02/15/2024
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: 02/15/2024

Complaint: 21276521

I am rejecting this response because: I still do not see the funds back in PayPal and it almost will be a month on 20 Feb 2024. I have proof it should have been a refund already and the email to dispute it does not work through PayPal, forcing the customer to do a chargeback and then this makes the account look bad.

Sincerely,

***********************
Customer Answer
Date: 02/16/2024
They want me to give them a verification code? This is not a huge issue, I am simply asking them to refund me for the game as promised. I have the screenshot saying this that theyre refunding me.
Customer Answer
Date: 02/18/2024
I talked to **** at Microsoft yesterday.
he claims there is a glitch not allowing the payment to be refunded. Well they definitely take the money? But its been a month so far on the 20th. Its totally crazy how Ive gotten scammy emails from Microsoft imposters. Because real Microsoft cannot deal with these refunds. They said if I dispute with PayPal then that account will be banned. Its insane customers have to go through this.
Business Response
Date: 02/23/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we see that our Tier 3 advocate Patulea had been working with you on this issue. Upon checking, we were able to confirm the case has been marked as resolved.

Please confirm if you got the refund, so we can determine our next steps.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/27/2024
I got my refund thank you

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