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

5,393 total complaints in the last 3 years.
2,156 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:10/01/2023
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.
The Xbox subscription is normally $14.99 for gamepads, plus tax and that comes to $16.19 (8%). That's what I've been paying for months. The past 2 months I've been charged $18.35. The chat rep tried to say it was a shipping tax of $1.36 which makes no sense because there's nothing being shipped.
Business Response
Date: 10/06/2023
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:10/01/2023
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.
For almost a year Microsoft Xbox live has been charging my account and at times making it overdraft. I made a onetime payment for something for nephew over a year ago. I do not own a Xbox. I attempted to settle this issue but is unable to do so because I do have an account with ********************** and can never speak with a live rep. I cokdnt dispute it online because as I stated I dont have an account . I attempted to dispute all charges with my bank but was told that I would have to get another debit card which is an inconvenience for me because I have a lot of bills set up on auto pay. I want my money back and the over draft fees I have been paying each month due to this matter. This has been an ongoing issue all of last year and this year. I am being charged $10.79 a month and each month my bank has charged me an overdraft fee of $28. That is 22 months of these charges. If you want 22 months if bank statements I can provide that if needed. However I sent a recent pic from my online account.
Business Response
Date: 10/06/2023
Hi ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your charges issue. A senior member of our Microsoft 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: 10/06/2023

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.
I would like for them to contact me to resolve this matter and refund me my money.
Sincerely,

***********************************
Customer Answer
Date: 10/06/2023
What is the time **** they have to contact me? And if they dont do it in a reasonable time, do I reach back out you?
Initial Complaint
Date:10/01/2023
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 have have opened an account with ******************** over two decades ago and it has been one of the major means of communication for both my business and personal life. With the creation of two-step authentication, Microsoft has encouraged the use of the Authenticator App to the point where Microsoft recommends it every time Iogged in until I finally utilized the tool. Recently, I factory reset my cell phone and, as a result, the Authenticator App was removed and disassociated with my account. While attempting to log into the Microsoft account, it requires the Authenticator App to be used; however, the Authenticator App is unavailable due to the phone reset. Microsoft does not provide direct support leaving users who have become reliant upon the service they cannot support access to. Telephone calls result in hang ***** no ability to seek assistance.This is a lifeline that is cut from users because they push a product they dont support.
Business Response
Date: 10/06/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/01/2023
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.
These fools keep lying about offering support on their website! They keep redirecting me to articles that don't do a **** thing! They also lied about their points offers! "Available to first-time Microsoft Start app installs only. Limit one offer per person.""Search with Bing on the Microsoft Start app for 2 days within 14 days after app installation to earn the 500 bonus point"I did both of these and never got the points----false advertising! Disgusting company!
Business Response
Date: 10/05/2023
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: 10/10/2023

Complaint: 20680871

I am rejecting this response because: They are not answering my follow-up issues!

Sincerely,

***************************
Business Response
Date: 10/18/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated the case **********, we see that our customer support agent is in communication with you and waiting to validate some information, please keep in contact with them until a solution has been reached.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/18/2023

Better Business Bureau:

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

Sincerely,

***************************
Customer Answer
Date: 11/29/2023
************** Accounts & Billing Support Advocate ^This person is nothing but a moron who did nothing to resolve my issues! My points don't add up right and they don't even load up! He just made excuses and tried to deflect blame onto other people! What a waste of money we pay these "experts"!
Business Response
Date: 12/05/2023

Hi Junior,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your points request.
After further review, based on the previous case number **********
You were provided ***** reward points as a goodwill gesture to *************************.
We stand with the resolution provided.
For future issues, please visit Micorsoft.com.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 01/15/2024
This company is pathetic! They don't let me upload my receipts for cashback because of their technical errors! And they said they gave me $1.44 in cashback but my balance is still the same! Disgusting!
Business Response
Date: 01/26/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we sorry to hear that the resolution given was not the one you were expecting, please feel free to reescalate or get in contact with another agent, visit ******************************************************** call ************.

Microsoft Corporation
Customer Answer
Date: 08/05/2024

Complaint: 20680871

I am rejecting this response because:
You never addressed the tire rack purchase! Your unprofessional employee ignored it multiple times! She only addressed the gas cashback offers! For the tire purchase on Tire rack, I activated the offer via the Microsoft shopping extension and I am owed 6% of $586! Don't give me excuses because I will take legal action if necessary!

Sincerely,

***************************
Business Response
Date: 08/08/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, could you please indicate your last case number for us to investigate the issue and take actions, as we have not addressed your issue correctly.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/08/2024

Complaint: 20680871

I am rejecting this response because:
No, I gave you my evidence of my tire rack purchase that hasn't received the 6% cashback! You have not honored that to this day!
Sincerely,

***************************
Customer Answer
Date: 08/08/2024

Complaint: 20680871

I am rejecting this response because:
No, I gave you my evidence of my tire rack purchase that hasn't received the 6% cashback! You have not honored that to this day!
Sincerely,

***************************
Business Response
Date: 08/19/2024
Dear ***************************,

We have reviewed your escalation and can see that our agent has assist you with your issue and has provided you with 2000 reward points as a goodwill gesture, Microsoft will consider this case as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/19/2024

Complaint: 20680871

I am rejecting this response because:
First of all, you never gave me 2000 points! Second of all, you owe me $35! 6% of $586 is $35.16---not $2 (2000 points)! You owe me ****** points as proved in the screenshots! You don't call the shots whether this issue is resolved or not, especially after lying! You're too cowardly to even sign your name on this rebuttal! Disgusting company!
Sincerely,

***************************
Business Response
Date: 08/22/2024
Dear ***************************,

We have investigated your case ********** and can see on our case notes that the agent had provided you 2000 rewards points on 10/19/23, and that at the time of the purchase your account was not logged into the service thus the cashback was not awarded, Microsoft support works with case numbers, if you have a more recent case please provide it so we can investigate the latest actions, if not we will consider this case as closed, as the agent working the case previously mentioned has provided you with all the information via email on the specified date.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/23/2024

Complaint: 20680871

I am rejecting this response because:
Stop diverting the issue like a con-artist! That email had nothing to do with rectifying this issue that occurred a few months later, you imbecile! Put your name on the rebuttal and say it with your chest instead hiding behind "Microsoft Corporation" at the end like a coward! What part of 2000 points does not equal 6% of $586 don't you understand! I sent this exact issue and proof backing my cashback claim to the ********************************* email multiple times! Your agent, ********** from service request ********** did the same thing you're doing right now---behaving like a shady snake-oil salesman! Why offer cashback on Microsoft Shopping if you're not going to honor it?! You owe me the 6% cashback! You're disgusting!

Sincerely,

***************************
Business Response
Date: 10/28/2024
BBB ID ********

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

Thank you for contacting Microsoft Corporation. We have thoroughly reviewed your case number **********.
After a detailed investigation, we found that during your communication with our agent on May 14th, it was noted that your account was not logged into our service at the time of purchase. This resulted in the absence of cashback for the transaction. Additionally, an investigation was done to the information submitted on December 2023 and no data was found, thus leading to the decision taken. However, as a gesture of goodwill, our agent has awarded you 2000 points.
Based on our policies and the current evidence, we must uphold our decision.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/30/2024

Complaint: 20680871

I am rejecting this response because: Once again, you're lying! If I wasn't logged in then I wouldn't have received the email saying cashback is on its way! It was never paid to me. And goodwill?! 6% of $586 is $35.16---not $2 (2000 points)---which also hasn't been paid to me! You're a thief and I already submitted a complaint against you to MD's ********************************************** Disgusting crooks!

Sincerely,

****** *******
Initial Complaint
Date:09/30/2023
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 had a Microsoft account a few years back. Did not realize they were going to charge a recurring charge every year. When I was charged last year, I called and disputed charges with the bank ($12 charged in Sept 2022 and then $106.74 charged in Sept 2022). I was reimbursed for those charges and received a new debit card to avoid those charges in the future. I then received the same two charges this past week, one year later, after I canceled. First, I would like to know how they got my new bank card info. I Received a phone number for Microsoft from the bank. Called Microsoft and it is all automated. They DO NOT allow you to speak to a real person. Instead they direct you to their website, where I have spent the last hour trying to navigate. I signed in to the account and do not see where I am being charged but when they offer a button to cancel your subscription, it brings you to another screen where there is no option. At this point I would just like a phone call from a real person who can help me get this resolved.
Business Response
Date: 10/06/2023
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: 10/09/2023
So Microsoft contacted me and asked for a copy of my bank statement showing I was charged. I sent that and attached is their response. I am hoping this does not get delayed.
Customer Answer
Date: 10/12/2023
After days of waiting, I received an email from Microsoft detailing how I can go into my account and see where I have been charged. This email also stated if I do not reply within 24 hours my case would be canceled..
I cannot access my account because I do not even know the login information. It has been well over a year since I have used it.
This email also stated if I still needed help, I could send them a copy of my bank statement- which I did originally. How can they not be able to lock my account if they have this info? I feel like I am getting the run around. I just want this resolved. They should be able to locate the account tied to my bank account and cancel my subscription.

Customer Answer
Date: 10/14/2023

Complaint: 20679282

I am rejecting this response because: Microsoft sent me the same generic email response to every email I have sent them. I already sent them a copy of my bank statement which these generic emails keep stating to do in order to assist further. Unfortunately I do not know my sign in information because the account has not been used in over a year. There HAS to be a way to for Microsoft to link the charge to an account.

Sincerely,

*************************
Customer Answer
Date: 10/15/2023
Attached is yet another generic response received 10/15 after I sent a response (copied BBB yesterday). I am getting the run around.
Business Response
Date: 10/17/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking,we were able to confirm the case remains active and our agent contacted you today. Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/18/2023
Honestly this is RIDICULOUS. I sent ****** a response to his email from yesterday with answers to all of his questions. Today I receive an email from him stating my email was blank! It WAS NOT BLANK. He just didnt scroll down to where his questions were. I answered everything I could. This has been going on now for two weeks! How difficult is it to locate the account? It sure was easy for them to take my money, but it takes two weeks for them to find my account to cancel?? I have requested a PHONE CALL to actually speak to a real live person. I bet that isnt going to happen..
Customer Answer
Date: 10/22/2023
Received above email today advising case has been closed and unresolved. I do not understand how they cannot find my account and validate it. So now what? Again, how can they pull money from my account but not know what account it is linked to?
Initial Complaint
Date:09/30/2023
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.
Hi,I was trying to get the free one month trial subscription of MS ****** on my new laptop and entered my credit card info, but have no idea why they charged me for a Family subscription of 99 USD. I never wanted this subscription and have no idea how and why I was charged for it, Microsoft should immediately refund this money as it is not something I wanted to asked for. This is a total rip off and tricks to charge customers when they only want to get a free trial version.Here is the email associated with the purchase: ************************** Babak
Business Response
Date: 10/04/2023
Dear *********************** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund for Microsoft 365 Family. We have investigated the account you provided and see that the purchase was already refunded, refunds typically take from 1 to 30 days to be reflected on your account depending on the financial institution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/30/2023
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 bought a new **** Inspiron computer in 2018 with Microsoft Office ******* applications (Word, Excel, Outlook, etc.) pre-installed on the computer. I paid the Microsoft ******* app software cost to **** with the cost of the computer and have never, ever paid a monthly subscription fee to use these MS ***** Everything worked fine until this year, 2023, when whenever I would open any Microsoft ******* apps I began to get error messages saying the license was unable to be activated. I was still able to use the apps for a short time but on Friday 9/29/23 when the apps were opened I was unable to use the apps full functionality.I called **** and they could not assist. Their rep gave me two phone numbers for Microsoft *******. I called them both but each one had an automated message telling me to go to support.microsoft.com for license activation issues. There was no prompt for live phone support and after the message the call would disconnect. I called each of these phone numbers numerous times with the same result.I went to the MS ******* link and each link would click to a page that was either irrelevant to my problem or would eventually send me in a circle back to the original page I started on. MS ******* was useless and seems to be intentionally built to frustrate the consumer. Ultimately, in order to use the MS ******* apps that I had bought and paid for years earlier and were working fine until recently, I had no choice but to buy a paid monthly subscription for these ***** This is unfair and now I am forced to pay $9.99/month indefinitely for their continued use. I want my Office ******* apps to work as they had been for years without having to pay any monthly fee.
Business Response
Date: 10/04/2023
Hi *****,

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

Now, this has been changed and to be able to use the Microsoft products, app it is required to pay for the subscription whether based on monthly or yearly subscription.
You can cancel it at any time.

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

Complaint: 20678516

I am rejecting this response. I'm not sure the Microsoft responder has even read my complaint or understands the issue. It's clear Microsoft does not care about its customers and is greedily looking for new ways to take advantage of people because of its market share. I ALREADY BOUGHT THE SOFTWARE IN 2018. I should not have to pay for a monthly subscription when I already own the product license from 2018 and had been using it since then without any subscription. A company can't just revoke a fully paid license just because. ******************** - please refund the monthly payment I've made and provide me with a working license key so I can use the software as I had been for five years previously. It shouldn't be too much to ask for someone from Microsoft to reach out via e-mail or phone to help assist with a resolution.
Business Response
Date: 10/17/2023
Hi *****,

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

A indicated previously, now, this has been changed and to be able to use the Microsoft products, app it is required to pay for the subscription whether based on monthly or yearly subscription. There is not a product lifetime.
For future support, feel free to visit Microsoft.com for further support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/26/2023
I need to reopen this complaint. Microsoft is lying about the lifetime license not available. Please see the below 4/6/23 message board complaint from someone else who has had the same issue as I did.
Microsoft Office 2016 Key/License No Longer Working
Hi,

I purchased Microsoft Office 2016 for Mac in September 2015. The license is lifetime. However, when I opened Microsoft Office recently, I found that I had been locked out of being able to use Office. I tried re-entering my license key, and it forces me to use my Outlook account. Even then, following online directions to enter my product key into my Outlook account, it says my key is invalid (it's shorter than the current key length).

I'm essentially stuck in a perpetual circle of trying to get my Office apps working again. How should I proceed?
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*************************************
Independent Advisor
Replied on April 6, 2023Report abuse
Hello,Greetings for the day!Office activation is onetime and it will not force you to register again until the license has been removed from the system. If you have bought lifetime license, could you please login into your Microsoft account and try to install office?********* activation fails, you'll see Unlicensed Product or Non-commercial use / Unlicensed Product in the title bar of your Office apps, and most features of Office are disabled. To restore all features of Office, you'll need to fix the problem that's causing activation to fail. Step 1: Sign in to Office with the right account ********* asks you to sign in, enter the account you used to buy Office. You'll see "We couldn't find any Office products" if you use the wrong address. ************************************************************************************************** Step 2: Check your subscription status If your subscription has expired, you'll see "We couldn't find any Office products." Renew your subscription to use Microsoft 365. ************************************************************************************************************* Step 3: Troubleshoot activation Please see below link to resolve the activation issue. ******************************************************************************************************* If you don't have a subscription or your doesn't show purchase history, please follow below steps to restore the default settings in Office.1. Close all Office applications.2. Sign-out of your Office account.3. Remove current version of Office from Control panel and do a safe reboot. You can start Safe Mode using the F8 key during start up. 2. For clean install, please use SetupProd_OffScrub.exe tool to uninstall everything. Instructions can be found here - ************************************************************************************** 3. Download the offline installer from your account portal 4. Install Office - ************************************************************************************** Once you have reinstalled the latest version of office, please follow instructions to activate license based on the type of purchase you have made. ************************************************************************************** Hope this information would be useful to you. Please feel free to get back if you need any additional info.Thank you!********* Help the next person who has this issue by indicating if this reply solved your problem. Click Yes or No below.
**************************************************************
Technology works best when it brings people together.
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MI
Mich_23
Replied on April 9, 2023Report abuse
In reply to ****************************'s post on April 6, 2023
Thanks for your response.

Edit: I just found my 25-digit activation key. However, entering it here Microsoft365.com/setup redirects me to ********************************************************************************************************************************************************************* I have 2011 Mac. Based on the wording of the article, it appears I can no longer reactivate using my activation key. Is this correct?

However the problem is that Microsoft isn't letting me enter my product key into my Office account because it looks like it's a different length from the current license key lengths (my key is 20 digits, currently it's 25). And when I first activated my license back in 2015, I did not log in with a Microsoft account because it wasn't required back then.

I've already uninstalled and reinstalled Office and the problem persists because it asks me to log in and activate my license with an Outlook account, and I run into the problem as described above.
Business Response
Date: 12/06/2023
Hi *****,

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

A indicated previously, now, this has been changed and to be able to use the Microsoft products, app it is required to pay for the subscription whether based on monthly or yearly subscription. There is not a product lifetime.
Please visit Microsoft.com for further support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/08/2023

Complaint: 20678516

I am rejecting this response because the product was sold to me as a perpetual license. ******************** continues to fraudulently block my perpetual license and is now charging me a monthly fee to use the product I bought with a perpetual license.
Sincerely,

*********************
Initial Complaint
Date:09/29/2023
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 support team within Microsoft Azure does not ever respond to message per their own documented support times. They do not resolve issues or even address they exist for weeks at a time. They need to adjust their documentation to reflect reality, or stop charging for the support tier they promise.**********************************************************************
Business Response
Date: 10/04/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Azure 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: 10/04/2023

Complaint: 20676157

I am rejecting this response because:
A case with MS was opened, then it looks like it was immediately closed *****************************************
Sincerely,

*************************
Business Response
Date: 10/13/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. The case was transferred to our commercial team and we see that you are in communication with our agent, please continue to work with them to reach a solution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/18/2023

Complaint: 20676157

I am rejecting this response because:
I responded to email too late, and they closed out the case and archived it by the time I had a chance to respond.

Sincerely,

*************************
Initial Complaint
Date:09/29/2023
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.
An annual charge showed up on my credit card statement since 2020 for $74.19 for charge from Microsoft called Microsoft 365. I just noticed this charge and did not authorize it. I have since removed my credit card information and Microsoft is refunding one of the charges but not all the charges charged for the past 3-years totaling $222. 57. I would prefer to deal with Microsoft directly but their customer support is hard to located and in my opinion is intentionally designed to avoid dealing with customer complaints. I cannot reach online support or a phone number to talk with anyone. *******, I was once able to talk to someone, it appears I cannot any more. I was informed charges more than 30-days old must be disputed with the bank issuing the card, however, my bank does not dispute charges more than 90-days old. This is absurd, the Microsoft is pawning this off to my bank rather than issuing the refund themselves. This is fraud and an unauthorized charge. Microsoft should be held accountable for their horrible customer service and devious tactics to avoid customer complaints. I want my refund and they need to change their access to customer service.
Business Response
Date: 10/04/2023
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:09/29/2023
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.
This summer I purchased an Xbox Series X from Microsoft for $525. I purchased digital titles totaling about $300, and tiles I have previously bought bring the total to around $1000.Unexpectedly I received a permanent suspension from Microsoft. This means that I permanently lose access to every digital title/content I have ever purchased from Microsoft - even if I play disconnected from the internet.All I want from Microsoft is an explanation of what occurred to cause me to lose everything I have purchased. All I received from Microsoft after an appeal is a very vague automated response that does not at all specify what occurred. The automated response even gets details wrong, as the message seems to be unaware that my account is permanently suspended - this is how I know there isn't an actual person reviewing my case. I have included an image showing that even after my appeal was denied, the details sections still says "No details available".After all of this, I just want to talk to Microsoft on the phone. However, in order to contact customer support, you need to schedule an appointment through your Microsoft account - and banned accounts are not allowed to schedule phone appointments. So I have no way to speak to anyone about the loss of hundreds of dollars of digital content that has rendered my new Xbox worthless.Overall, I feel that taking away content that I have paid for is a very extreme measure and it should not be done without sufficient evidence and explanation - instead I have received a single automated email with no details whatsoever. It feels like a shady business practice designed to force me to re-purchase content. Additionally, the fact that they make it impossible for someone in my situation to call customer support feels like they are refusing to do their due diligence.
Business Response
Date: 10/04/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your points Xbox enforcement action.
We understand you and are sorry to hear that.
We would like to let you know that we have contacted our Microsoft Xbox account Team to work towards a resolution. You will be contacted as soon as possible with the outcome of the investigation.

Sincerely,
Microsoft Corporation

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