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

5,369 total complaints in the last 3 years.
2,148 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:09/25/2023
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.
The **** port on my Xbox X is apparently broken. I took the Xbox X to the approved best buy location and they informed me the **** port is broken. I tried 3 different **** cords and 3 different monitors. Microsoft charges $299 to replace! I can literally buy a new Xbox X for $500. $299 is incredibly steep for a repair and Best Buy also charges $299 to replace the **** port. I called microsoft to explain that $299 to replace the **** port is ridiculous and they should stand by their product. Who knows if fixing the **** port will even fix the Xbox x, perhaps there will be more problems if the **** port is fixed. The repair warranty only lasts 30 Days from microsoft! So if the **** port breaks after 31 days I will have to pay another $299. I called microsoft and I was not allowed to be transferred to the complaints department. The microsoft customer support said that they could take the complaint. I asked for a supervisor and the customer support HUNG UP on me. I have this entire phone call on video. The customer support was trying to pressure me to send the Xbox X to be repaired at best buy. The customer support did not know the Best Buy policy for xbox repairs even though they are sending me to Best Buy. I said I would rather send my Xbox X to microsoft. What kind of company charges 60% of their product to fix. And I may have to pay another $299 if the **** port breaks again!! I would pay double the price of a new Xbox X for just getting the **** fixed twice. My warranty was over April 2023. This Xbox is about 2 years old. I understand things break but to charge $299 to replace a part on a product worth $500. Oh BY THE WAY its $199 to repair the **** port on an Xbox S, how is it possible the Xbox X **** port is $100 more? I would pay $100 to fix this issue but $299, how is this an ethical business practice?
Business Response
Date: 09/29/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/29/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and will see if microsoft will help me with the repair issue I am having. I am not accepting that this issue is resolved yet, I have only been given a case number.

Sincerely,

*********************
Initial Complaint
Date:09/24/2023
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.
My Microsoft account associated with now deleted ************ address ****************** was compromised. Upon reporting this issue to the Microsoft chat support many times, including in December 2022 when I received notification that someone had accessed my Skype and Microsoft account, none of the representatives acknowledged the breach. I now only have the one Microsoft, Outlook, Skype account above with email address **************************** If there are any other accounts associated with my name then they are the result of identity theft.I also have NEVER had a GitHub account. The previous email address, ******************, had been compromised for a number of years through which ****** did not respond to my many complaints until upwards of a year of consistent complaints.The closed/deleted/deactivated email address ****************** was registered on Outlook as a workspace email address FRAUDULENTLY.
Customer Answer
Date: 09/26/2023
I would also like to add that the portion where it says "Refund/Exchange Issues" is actually incorrect. That is not the proper category this issue should be placed in.
I did not submit any payments to Microsoft. I was using a free version. Any payments made were not from me and were made by someone who had unauthorized access to the account.
Once again, I have deleted and deactivated the Microsoft account associated with ****************** on December 2022.
I also have completely deleted the ****** account associated with ****************** due to security breaches, and unauthorized activity which went ignored by ****** as well as Microsoft.
The phone number attached to the Microsoft account associated with ******************, which is ************, was not in my possession as of the week of January 7-9 2023. I had made sure to call TMobile and cancel my account as of this date, although for some reason they insist that I was using the number up until late January. I was not, I was already a customer with another carrier and a new number. I also had a myriad of issues with TMobile not acknowledging that my phone number was being spoofed without my knowledge, regardless of the number of reports made to the *** as well as TMobile themselves.
This Microsoft account under ******************, should have been deleted a long time ago, yet for some reason is still active. It is also still attached to an old phone number of mine that is no longer in my possession, which is yet another identity theft issue.
Business Response
Date: 10/02/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Compromised account. 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: 10/02/2023
I am waiting for a response from the business.
My previous account, which was closed out and deleted, along with the email address associated with it, ******************* is apparently up and running again, valid, and associated with an old phone number that I have not had in my possession since the first week of January 2023.
Also, in regards to my current account, there is a Dev Home app which was installed which I did not install. I am not sure if this was part of your new system update.
Customer Answer
Date: 10/02/2023

Complaint: 20650089

I am rejecting this response because:
I have received an email from Microsoft about accessing a compromised account, when I have access to my one and only Microsoft account already, it had just come to my knowledge that my previously closed Microsoft account was reopened fraudulently, associated with the old phone number I am not in possession of, email address ****************** that I had deleted and deactivated already, tied to a Github account which I have never created or had access to, as well as been compromised many times yet Microsoft refused to acknowledge.
Sincerely,

*******************************
Business Response
Date: 10/06/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, the case number has been reviewed, we can see that our customer support agent has reached out multiple times via email and there was no response on your behalf, feel free to reply back to the agent to reopen the case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20650089

I am rejecting this response because:
There seems to be some confusion here.
I am still contacting representatives in reference to the account that should have been closed. I am waiting for a response to somehow get into the account that has since been compromised so that I can close it once again.
There should also be record of me contacting service representatives concerning the breach that was occurring while I still had access to the account.
I am absolutely responding to all responses from representatives. I have even submitted requests to regain access to the account. That statement is false, you can feel free to check the service requests from my one and only Microsoft Account, **************************** The ****************** should have been deleted and deactivated long ago, but I have submitted requests to regain access to make sure it is closed out once and for all. I am concerned about identity theft (I have had documents stolen from my home as well as other hacked documents sent via the internet), as well as being concerned about what the account that I had previously closed, which somehow was not closed, has contents of that I am not aware of.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, your security is of top priority for us and we advise you to continue in communication with the agent to ensure your account has been closed correctly, if you are no longer in communication and the issue has not been solved please feel free to reach us back.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/22/2023

Complaint: 20650089

I am rejecting this response because:
I still do not have any explanation as to why the account was not closed out when I had requested back in December 2022, why the representatives refuse to acknowledge that there was unauthorized activity on the account, particularly **********************, along with why the account is now simply suspended. I also was not able to get back into the account to cancel it AGAIN, since the two factor authentication email was changed to one I am not aware of. The phone number MIGHT be one I had PREVIOUS access to, but I had canceled that phone number out between the 7 and 9th of January, 2023; although ******** seems to have allowed someone else to pay for the phone number to remain activated until about January *****, 2023 even though I had cancelled the service weeks prior. Hence, I do not even have access to the two factor authenticaation methods to properly close out the account AGAIN.
I have even had issues with my current Microsoft Account and the last login and activity, including password changes, which were not logged. For example, I changed a password but there was no activity log for it. No explanation for that or my most recent open ticket in regards to my open account, **************************** either.

Sincerely,

*******************************
Business Response
Date: 10/25/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have reviewed the information on the escalation, the suspension of the account means there is not going to be any activity in the account during the suspension period, as for the deletion of the account this normally takes time to fully delete the account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/30/2023

Complaint: 20650089

I am rejecting this response because:
I still do not have any explanation as to why there is no record of me canceling the account in December 2022, and also why there was no acknowledgement of account breaches for many months.
Thank you for your time.

Sincerely,

*******************************
Customer Answer
Date: 02/12/2024
Once again, Microsoft has reinstated a compromised Outlook Account which I do not have access to and have requested to be deleted and deactivated upwards of a year plus (since December 2022). The offending hacker has now used the email address, which is from a deleted and deactivated GMail domain, has somehow added a Yahoo email that I am in possession of; nonetheless I have no idea why or how the account is still active after so many requests to close it.
Business Response
Date: 02/20/2024
Dear *******************************,
As mentioned before the suspension of the account means there is not going to be any activity in the account during the suspension period, as for the deletion of the account this normally takes time to fully delete the account. As to delete the account first it has to be verified ownership and then it will be deleted.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/24/2023
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.
Hello, I'm sorry to have to file a BBB complaint but I can't seem to figure out a way to contact Microsoft without account information. Several months ago, I let a close friend who doesnt have a bank account or credit cards use my debit card to sign up for a Microsoft Suite trial on the new laptop he'd purchased. His plan was to give me cash monthly had he decided to continue the subscription. However, the laptop ended up having power/port issues and was returned. He told me that he believed he canceled the trial - but apparently he did not because I'm being charged for it. I have tried contacting support by emailing various random email addresses I found online, I also tried through the Microsoft site but it is linked to *my* Microsoft work account - and not this other new one. I have been charged twice, $109.24 on 7/21 and $109.24 8/3 (not sure why I was charged the same amount 2 weeks apart, but it doesn't really matter why. This account has not been accessible since early-mid July when the faulty laptop was returned. I'm hoping someone can help with this - again, sorry this is technically a "complaint," it's really just a polite request for assistance with something I can't seem to get help with. Thank you so much, I truly appreciate your help with this. [Oh yeah, and I'm not sure whether the account was put in my name (***********************) or his name (***********************), but the card used is obviously under my name (I believe my PayPal card ending in ****).]
Business Response
Date: 09/29/2023

H ******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your credit card charge issue. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a resolution. Your new case number **********
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/07/2023
The "business response" simply said that they would investigate and then contact me. They have not contacted me yet - so I don't understand why the complaint closed. I am still waiting to be contacted.
Business Response
Date: 10/20/2023
H ******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your credit card charge issue.
After further review, based on the case ********** you have been contacted by email, however you have not replied to the senior/
Please review your inbox and get in touch with **************************
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/24/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They refuse me access to my account even though i provided them all of the billing information and personal information attached. Just because i can't remember a password made 16 years ago all of that information doesn't matter somehow. When trying to contact them for help it was refused the opportunity to speak with a live person and called so many times that the automated robot started answering the phone and immediately stating that i need to go to Xbox.com for help and then proceeding to hang up. Then i finally get through using a corporate number to be told "We're not concerned with things like that.". Of course he would hang the phone up so i couldn't respond. This is outrageous that I've been a customer for almost 20 years and i can't receive simple help with an account that i thought i owned. I just want them to see all of the proof i have and help me keep my account that has hundreds of dollars of purchases on it.
Business Response
Date: 09/29/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account access 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
Initial Complaint
Date:09/24/2023
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.
Microsoft absolutely refused to help me fix an issue with my windows 7 operating system and tried to force me to spend $200 on an upgrade to windows 11. They refused to assist me in troubleshooting my issue outright. The representative I talked to would not listen to me and kept pushing a $200 operating system.In short, Microsoft tried to strong arm me into buying a product I could not afford instead of assisting me properly.
Business Response
Date: 09/29/2023
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:09/23/2023
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.
This happened over a period of a year I was told I owed money which had me question what was going on with the amount I was a partner at the time and looked into why it was green on the income results I ran and when compared to table t stated that some intellectual property had been listed in the market place when I let them see documents and photo and let them know items were copyrighted They would say that's infringement and it's illegal I let them know we should have Arbitration as Partner program states that is how to first handle issues but I didn't even get that courtesy and to top it off when I received msle institution option I didn't receive any of included items and when ask someone to get me in contact no one had answers simply just brushing everything aside
Business Response
Date: 09/28/2023

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau your intellectual legal property rights concern.

We kindly suggest you submit your concern at How to Report a Compliance Concern |Microsoft Legal

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/30/2023

Complaint: 20647896

I am rejecting this response because:
I have done this twice no response, gone through phone calls with **** and every other 3rd party staff member
Sincerely,

*******************************
Business Response
Date: 10/04/2023

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau your intellectual legal property rights concern.
Feel free to submit your concern at **********************************************************************************
For future issues, please visit Microsoft.com
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/05/2023

Complaint: 20647896

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:09/23/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my deep frustration with my Microsoft Surface Laptop 3. Less than a year ago, I encountered serious audio issues, and after numerous exchanges, I received a refurbished replacement. Now, this replacement is facing a critical USB port malfunction, rendering it almost unusable. Given that this laptop is my primary work tool, I urgently requested an advanced replacement, but Microsoft declined without explanation.This situation is alarming, as I rely on this laptop for my work. Previously, Microsoft provided advanced replacements to resolve issues, and I expected the same support this time. However, I was told by **************** that my request was denied.I trust Microsofts commitment to quality and customer service, but this experience has shaken my confidence. If this issue persists, I may have no choice but to explore legal options to recover the $1,499 plus tax that I paid for this laptop.Before taking such steps, I kindly request that you reconsider my request for an advanced replacement or a full refund. I believe in Microsofts ability to resolve this efficiently and maintain its reputation.Please respond promptly to confirm your course of action. I hope for a swift resolution that will restore my faith in Microsofts commitment to customer satisfaction.
Business Response
Date: 09/28/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface 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: 09/28/2023

Complaint: 20647304

I am rejecting this response because: I have yet to receive any follow-up on this case.

Sincerely,

*************************
Customer Answer
Date: 10/02/2023
Id like to express my profound disappointment with the response I received from Microsoft after escalating this issue with my Microsoft Surface Laptop 3, as detailed in my previous communication. Not only has this experience left me dissatisfied with the product, but it has also raised serious concerns about the level of support and customer service provided by ********************.

As I mentioned earlier, the issues I have encountered with my Microsoft Surface Laptop 3 have been both frustrating and disruptive. In the past, when I faced similar challenges, Microsoft demonstrated its commitment to customer satisfaction by promptly offering advanced replacements to resolve the issues. This approach not only ensured minimal disruption to my work but also reinforced my confidence in Microsoft as a brand that stands behind its products.

However, my recent encounter with Microsofts customer support team, particularly ********************************* and ***** from Microsoft Customer Support Escalations, has been disheartening. The refusal to provide an advanced replacement has left me with a malfunctioning laptop that severely impacts my daily work.

In todays competitive laptop market, where numerous alternatives are readily available, customer service and support play a pivotal role in shaping purchasing decisions. This experience has made me seriously reconsider my choices for personal, work, and even non-profit organization needs where I serve as the main point of contact for IT purchasing decisions.

I must admit that I am now inclined towards exploring Apple products as a viable alternative. The commitment to quality and customer satisfaction that I previously associated with Microsoft seems to have waned, while Apples reputation in these aspects continues to shine. This shift in preference is not a decision I take lightly, as I have been a loyal Microsoft customer for many years.

Furthermore, as someone who frequently advises friends, colleagues, and acquaintances on technology purchases, I am compelled to share my experience. Regrettably, I will find it difficult to recommend any of Microsofts products to those in my network, or even to strangers I come across seeking advice. Microsoft has lost me as a lifelong customer, and this decision is permanent.

I implore you to consider the consequences of losing a customer who has been loyal to ******************** for years. I hope that my dissatisfaction with this situation serves as a catalyst for improvements in the companys customer support processes and policies.
Business Response
Date: 10/04/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Our agent has contacted you and given you the information regarding the account and purchase limitations due to it being purchased on a consumer account and not a commercial, a ***************** was offered but was rejected. Microsoft will consider this case as closed, however, feel free to reach out back to our agent.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/05/2023

Complaint: 20647304

I am rejecting this response.

Sincerely,

*************************
Initial Complaint
Date:09/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My wife signed up for Microsoft365. She did not want the subscription. they keep charging me every month for 110 dollars. I am tired of having to change my account for my credit card. you cannot contact Microsoft they have no phone number and no way of contacting them online with billing matters. I have had to change my credit card 2 times now and notify my other accounts. I hate this company. I don't deal with them; they are just like *******************. They keep trying to charge me every month ****** dollars. I want it to stop. I am a disabled Navy Veteran and am sick. ************************************* ************
Business Response
Date: 09/27/2023
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:09/22/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
7.21.23 Microsoft received xbox series X for repair under warranty 7.26.23 Was informed by Microsoft customer service item could not be prepared and a new Xbox would be shipped via *** (tracking 1Z5XR8661294106790)8.31.23 Was informed that item was lost by ***. Microsoft advised to submit claim to ***. *** responds: According to our records, the claim information was sent to your shipper (MICROSOFT). Due to terms and conditions between the shipper and ***, claim information is provided only to the account holder and this process must to be handle to them directly. I would recommend you contact them in order to get more information about thisinformed Microsoft and was told case was escalated 9.14.23 contacted Microsoft for update on claim. Was told there is no timetable for a resolution and received this email: We just wanted to let you know that we are still working on your case, we will provide you an update about this case in the next 3-5 business days, we are doing our best to provide you the best solution possible, (Ref # **********)9.22.23 called Microsoft for update and was again told I needed to file a claim with ***. I informed them I could not as I was not the sender as per *** regulations and read them the email from *** I pasted here stating that Due to terms and conditions between the shipper (Microsoft) and ***, claim information is provided only to the account holder ********************** and this process must to be handle to them directly (Microsoft). Was then told case was escalated with no timetable for resolution, and that I would be emailed an update. I informed them that this was the same update Ive received on ****. informed Microsoft that Under the law, companies have a duty to deliver goods to their customers in a timely and safe manner. and would be filing a complaint. It should be noted that contacting Microsoft customer service is extremely difficult due to call routing, lack of an actual customer service phone number or email
Business Response
Date: 09/27/2023
HI *******
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox incident.
Thank you for the confirmation.
Upon checking, we found you have a case related to the Xbox lost in transit, and this is being investigated.
Case **********
Please keep in touch with the ****** for further updates.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 09/27/2023

Complaint: 20645372

I am rejecting this response because:
I am aware that this case is being investigated, this was apparent by my uploaded evidence. this case has been investigated and escalated for several months. The reason for this complaint is when I asked what is the time frame for a resolution, as a several month long investigation is unusual, I was told that it is undetermined how long it would take. I asked does this mean it could take several more months and the response was yes. Additionally, i was told that I was required to file a claim with *** which was erroneous because *** stated it was Microsofts responsibility. This was unknown to the agent which at the several month **** of investigation, should have been known. At this point the only acceptable resolution is the return of my property.

Sincerely,

*******************************
Business Response
Date: 09/29/2023
HI *******
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox incident.
Thank you for the confirmation.
Upon checking, we found you have a case related to the Xbox lost in transit, and this is being investigated.
Case **********
Please keep in touch with the ****** for further updates or visit Microsoft support.com to get new assistance.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/02/2023

Complaint: 20645372

I am rejecting this response because I know an investigation had been occurring for months without a return of my Xbox which is the reason for my complaint. I am aware that the xbox has been lost in transit, otherwise I would have it in my possession. As I stated before, during my last call to Microsoft (call number 15)I was told that this investigation could take several months or longer, which is unreasonable and unacceptable for me as it should be for Microsoft. Simply telling me that we are looking into it does not satisfy me. The only acceptable resolution is the return of my property.

Sincerely,

*******************************
Customer Answer
Date: 10/05/2023
Microsoft has now sent a replacement so I am satisfied and wish to withdraw the complaint
Initial Complaint
Date:09/22/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Email address *********************** which has been active for past 27 years has been suspended without reason, no response received from company. I have emails from my late wife and my grandfather who died 12 years ago. Also a lot of other other personal and business messages. This is really causing great anxiety. At the least I need access to my emails, please allow me to retrieve my messages.
Business Response
Date: 09/27/2023
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: 10/06/2023
They've asked for information on myself to prove my identity and ownership of the account, ive provided everytging I possibly could, and they simply said my information couldn't be verified and are unwilling to respond to any requests for further assistance in figuring this out. Ive had this account since ****, I pay for services on this account. I am so lost on what I can possibly do here and need your help.
Customer Answer
Date: 10/13/2023
They've refused to help due to "Insufficient information" attached to an account that has been in existence for 27 years. My thought is that this CSR didn't feel like digging any deeper than the surface. Either this, or the company has very poor customer relations standards. My only option if they aren't able to assist further will be legal, but I'm hoping you can help with getting this escalated, as there is no information on how to do so on this company's website or in any of the emails I've received.
Business Response
Date: 10/23/2023
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 was closed as you became unresponsive after our agent informed there was insufficient information to authenticate the account. We understand this isnt the resolution you had hoped for, but theres no further assistance we can provide. The only option is for you to try and submit the authentication form once again and see if you pass.

We will be closing this complaint as theres no further assistance we can provide.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/26/2023

Complaint: 20644754

I am rejecting this response because:
***** specifically responded that he would not be responding to any further correspondence regarding this subject due to insufficient details being attached to this account after I sent response to his questions, Attached is the revised questionaire that I sent to him that he did not respond to. Please read 2023-10-06.pdf to see his note regarding his refusal to read any further correspondence. .

Sincerely,

*********************
Business Response
Date: 10/31/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account authentication request. We were able to confirm the past support case has been archived as our tools didnt show your messages. We sincerely apologize for the inconvenience. Considering this information, we have contacted a new 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

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