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

5,352 total complaints in the last 3 years.
2,130 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:09/22/2023
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.
Microsoft Remote Desktop Application for MacBook Pro works really poor. There are hundreds of threads of similar issues that Microsoft has not resolved and continue to persist to this day. It is impossible to work remotely when something simple as an application does not work the way it is intended.
Business Response
Date: 09/27/2023
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: 09/27/2023

Complaint: 20642106

I am rejecting this response because:
Microsoft created a ticket at 4:16 pm and closed the ticket at 5:45 pm. No one contacted to ask any questions about the issue I, and many others, continue to have with Microsoft Remote Desktop app for MacOS.

Sincerely,

*****************************
Business Response
Date: 10/02/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business. After investigating the case, we had a minor setback with your case, due to this the case was closed, however a new case has been opened, your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/02/2023

Complaint: 20642106

I am rejecting this response because:
Microsoft once again created a case to close it shortly after.
I am no longer satisfied or amused with blatant inability to have a normal conversation about a product that many people have complained about.
Here is a link to a discussion from 2021 about continuous lag on Apple products and Microsoft not fixing the issue: *****************************************************************************************************************************************************************************.
If your product does offer what it should, it should not be offered for Apple users who have to jump through hoops to have your product work at somewhat a normal capacity.
After my current response, I do not wish to be contacted by Microsoft any longer to resolve something that has been flagged countless.
Sincerely,

*****************************
Initial Complaint
Date:09/21/2023
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.
I sent my device into to get repaired. About 3 days ago they sent me a email saying that the shipping label had been made to send me my system back and that my Xbox has left the service center. The shipping status of the Xbox has never changed in those 3 days. Xbox support claims that Fed Ex has said system but Fed Ex says that they never got the the system. Xbox chat support keeps saying theyve sent it to the escalation team but still havent heard anything at all in 24 hours and they just recommended if I want an immediate response to call phone support again. I need an answer of where my Xbox is because this is my 600 dollar Xbox thats just missing and everyone is claiming that they dont have it
Business Response
Date: 09/26/2023
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding status of your Xbox repair order. We have reviewed your account and see that the device shipped back to you on September 19th via Fed Ex. Tracking number is ************ and is scheduled for delivery on September 27th.
Please let us know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/26/2023

Better Business Bureau:

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

Sincerely,

*******************************
Initial Complaint
Date:09/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft Support Log:9/15/23 I became locked out of my Microsoft Authenticator app on my iPhone.9/15/23 I called Microsoft technical support. They told me that I would receive a call in 30 minutes, but to call back if I dont receive a call in 24 hours.9/18/23 I call back after not receiving a call from Microsoft after 3 days. Microsoft told me that they would call me within 24 hours.9/20/23 I call back after not receiving a call from Microsoft after 2 days. Microsoft told me that they would call me back within 24 hours. Additionally, a support lady told me that they would not call me back so be sure to stay on the line. They wouldnt let me stay on the line.9/21/23 I call back after not receiving a call from Microsoft after 24 hours. They told me that they would call me back today. The man who told me this would not give me his name.It has been 6 days that I have not been able to get into my business Office 365 account. This has slowed down the work of our team. I am reporting this so that Microsoft cannot take advantage of small companies like ours. This is no way to treat any company. Just because we are small, we are still people who deserve more respect than this.
Business Response
Date: 09/26/2023
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:09/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a full copy of windows 10 through the microsoft store. The windows product key is digitally connected to my microsoft account. I had to replace bad equipment inside of my computer, a motherboard went out. Now that I have a new motherboard, windows will not allow me to reactivate. When I called microsoft tech support, they are refusing to help me and refusing to reactivate my digital copy of windows that is connected to my microsoft account. They are informing me that I must pay them again for the same software, for the same account that is connected to their online store for the exact same computer.
Business Response
Date: 09/27/2023
Dear ***************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows ************************************************************************************************************************ your claim. If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
Sincerely,

Microsoft Corporation

Customer Answer
Date: 10/04/2023

Complaint: 20638092

I am rejecting this response because:
Microsoft account username: ****************
Order number of purchased windows 10 license: **********
Purchased on the date of October 11, 2018.
Case #: 1057450112
Created on: Thursday, September 21, 2023 2:43 PM
Description: Changed hardware cant activate windows

Sincerely,

***************************************
Business Response
Date: 10/12/2023
Dear ***************************************,
Thank you for providing additional information. We have contacted a senior member of our Technical Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We see that you had a support session scheduled for October 11 but were not able to answer the phone when the advocate called. He left a voice message. Please work with the advocate toward a resolution. We will monitor your support case.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/21/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has the GamePass membership set up in a way that it prevents consumers from using hard discs in the Xbox Series X - the Gamepass software prevents consumers from play off hard discs that are owned-forcing the consumer to utilize the digital content instead of hard disc. This makes the consumer lose money and prevents them from playing games already owned for the Xbox system that claims it CAN and WILL play the discs-this glitch does not work for games already installed on gamepass/of which a disc is present. However the system chides digital content of hard disc. This is a scam and fraud when Microsoft claims their Xbox Series X can run and play backwards comparable discs.
Business Response
Date: 09/26/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau with your feedback regarding using hard discs in the Xbox Series X with GamePass. We appreciate you've taken the time to share your gaming experience with us and we will share your feedback with the Xbox team. In addition, we'd appreciate if you share your feedback here: *******************************************************************.
Please let us know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/21/2023
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.
Received my first communication ban on xbox profile for saying a bandwagon ***, which is well within the terms and conditions of the XBLPET. TomBradyTD12 admitted he made up reports and now I am communication banned for 2 days. Completely unacceptable that I cannot appeal a thing about this. All I am asking for is an appeal process but the XBOX website does not even let me appeal it. Gamertag is BajaOmaha
Business Response
Date: 09/25/2023
Hi *******************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau your account enforcement action.

We are sorry to hear that.

After further review of your account ******************************* and the enforcement action ended on Sep 22, 2023 5:28:43 AM

For future assistance, feel free to visit Microsoft.com

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/25/2023

Complaint: 20634954

I am rejecting this response because:

it took Microsoft 5 days to respond. I want these strikes removed from my account at the bare minimum. It was an accusation from another player that reported me for saying absolutely nothing wrong.

Sincerely,

*******************************
Initial Complaint
Date:09/21/2023
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.
I have reach out many times to customer service about the issue I'm having recovering my email customer service does not want to help and they keep on sending me to a link I keep telling it's not working I'm trying to verify everything that I can to access my 25 digit account recovery code or some way to log me into way I can verify myself to get into my account customer service act like they don't want to help me at all and that I have no way to tell them who I am when I'm trying to verify everything I like feedback from the company so I can be able to talk to somebody at the headquarters
Business Response
Date: 09/26/2023
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
Customer Answer
Date: 09/26/2023

Complaint: 20634736

I am rejecting this response because:
I have reached out to customer services team and told me there no way I can be help at all. That once I lose access to my account there's no way to use it again. But I told them I have trouble log into the account and don't have access to the old phone or any emails on the account. That I can prove my identity though id and they don't want to hear that at all.
Sincerely,
*****************************
Business Response
Date: 09/29/2023
Dear *****************************,

Please fill out this from **************************************************************************************************************************************************************** this will help you recover your account, unfortunately this is the only way to verify your ownership over the account without accessing your old phone.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/02/2023

Complaint: 20634736

I am rejecting this response because:
How can I get my 25 digital recovery key. It ask me for that Everytime and try to call to talk to customer service and there is no luck
Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, once you have passed the validation form you will receive the code to recover the account, this is the only method to recover an account.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20634736

I am rejecting this response because:
Still not helpful at all
Sincerely,

*****************************
Initial Complaint
Date:09/20/2023
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.
I'm writing to ask that Microsoft take this serious as many consumers have this problem.When i was younger and had an Xbox i had to have an associated Microsoft account. I used my fathers email and account at the time, as also a minor at the time i had no money to spend of my own.Years have past now and probably hundreds of dollars spent that I alone probably could not account for, however I am absolutely positive a company as large as Microsoft has every record.I now pay for everything associated with the Xbox account, while my father continues to use the account associated with the Microsoft account because it is his account. I have searched and searched for a way to simply change the associated Microsoft account with the ********************** account. I have created my own Microsoft account that i want to use with the Xbox account moving forward in good faith, where as Microsoft would prefer that I re spend all my money again. I'm not having it, It is a very simple request to have this changed and should be a standard with so many people who have this issue.Thank you for your time and consideration. My Fathers account is: ********************** The Microsoft account i made for myself: *******************
Business Response
Date: 09/27/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account issues. We understand your frustration, we will investigate the issue with one of our teams, on the meanwhile please await contact for one of our agents.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2023
I wish to have my xbox account i made when i was a child/minor be transfered off its current microsoft account with my father. i am now over 21 and it is Absolutely fraudulent that microsoft expects me to rebuy/ spend thousands of dollars again. While xbox is now part of microsoft it is completely unreasonable to no be able to have those two accounts separated, and is a deliberate act for these situations to rug pull any purchased as a child. current account is : ********************** Xbox: ShoddyGaming50 and the new account which i own and have no xbox account tied to for this reason is should just be as easy as moving the account to the new ********************** account is : ******************* microsoft makes it absolutely not clear that xbox Acc = micro Acc, as xbox was once totally seperate systems, there for as a programmer THOSE ARE TWO INDEPENDANT SYSTEMS and can functionally act without the other. I dont want any damages, nothing other then my account to not be tied to my fathers account. This is completely unacceptable and i am going to continue to push for my resolution, because it is an absolute case of corporate greed, that taking a 5 minute look into other talks, even on microsofts own forums and taking advantage of the customer. I want my one resolute, or i will continue to file complaints until resolved. Nothing you tell me saying its not possible is a fundamental lie and i refuse to accept it. This is what the BBB is for. Policy can be changed espiecally when its based on lies, greed, and pure unadulterated fraud.
Business Response
Date: 11/10/2023
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
Initial Complaint
Date:09/20/2023
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 brother logged into my personal account and played a prank on me, and my personal account was disabled. His email is: ****************.(KKQO) I would like to disable the band on my account and apologize for what happened to my little brother. Please open my account. It is necessary because my account is the most valuable thing I own. I wish with all my heart that you would close the band, thank you very much.
Business Response
Date: 09/25/2023
Hi *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your account issues. A senior member of our Microsoft account 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:09/20/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft suspended by xbox account for which i've paid them a significant amount of money. They're saying I violated terms of use by swearing in an online chat, but I didn't swear in an online chat.! Frankly even if I did i'm not sure that should give them the right to suspend my paid account.I would like a pro rated refund.
Business Response
Date: 09/26/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your XBOX account suspension. Upon checking your account, we were able to confirm your account was suspended on September 20th and then the suspension was lifted on September 21st. If you receive any enforcement action on your account on the future, please refer to ********************************************* for further information.
As theres no need for further assistance, we consider this complaint as closed. We wont answer further concerns regarding this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/27/2023

Complaint: 20633233

I am rejecting this response because: Microsoft erroneously blamed me for typing a profane message in an online chat and then penalized me by withholding my access to said site. I paid Microsoft a significant amount of money including the following: a) the cost to purchase their xbox console (hardware); 2) the cost to purchase the game that i was playing (software); and 3) their Gold monthly membership. (Frankly this doesn't even include microtransactions that were paid to various games on their platform.) In aggregate the amount that I paid to use the game that they erroneously barred me from using for several days totals well in excess of $1,000.
I'm sorry that Microsoft has enthusiastically entered the censorship business, but they're not going to do so at my expense. For reasons that are unclear they suspended my account that i paid for even though i didn't violate their terms of service. I would like a pro rated refund to my account for the days i was suspended from play.

Sincerely,

*****************************
Business Response
Date: 10/02/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your XBOX account suspension. Our policies and procedures prevent us from addressing enforcement action details with our customers. To address any concerns regarding an enforcement action applied to your account, please refer to ********************************************* for further information.
Considering theres no further action we can take regarding this matter; we will keep this complaint closed. We wont answer further concerns regarding this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/05/2023

Complaint: 20633233

I am rejecting this response because: the company arbitrarily and erroneously suspended my account for which I pay a significant amount of money. The company refused to engage in any way, which is obvious to anyone who wants to take the time review this series of communications.
Clearly Microsoft feels it can act in an entirely unilateral manner without any consideration for its consumers, basic business ethics, the Better Business Bureau and the basic framework of business law in *****************. Microsoft stole money from me and I have no recourse. So, yes, their pirate-like behavior and their complete lack of a response is rejected by me.
I guess it's off to small claims court for me.
Sincerely,

*****************************
Business Response
Date: 10/18/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your XBOX account suspension. As we stated on our last communication, our policies and procedures prevent us from addressing enforcement action details with our customers. To address any concerns regarding an enforcement action applied to your account,please refer to ********************************************* for further information.
This complaint remains closed as theres no further action we can take. We wont answer further concerns regarding this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/18/2023

Complaint: 20633233

I am rejecting this response because: as I've mentioned before Microsoft did absolutely nothing to address my complaint or rectify the situation. They basically have said they will do as they please when they please and I can go pound sand. Essentially i'm in a fight over a relatively small amount of money with a gargantuan, multi-national company that answers to no one.
They certainly don't care about BBB or their customers.

Sincerely,

*****************************
Customer Answer
Date: 10/18/2023
Why is Microsoft still contacting me or requiring that i respond to BBB? They have absolutely flat out refused to do anything or even try to understand my issue with their company. They have repeatedly told me they consider the matter closed.
Now I have to respond to their constant attempts to close out the issue. It strikes me that they're attempting to game the BBB.
Business Response
Date: 10/19/2023
Dear *****************************,
Our policies and procedures prevent us from addressing enforcement action details with our customers. To address any concerns regarding an enforcement action applied to your account, please refer to ********************************************* for further information.
Regarding the refund request, we wont provide a refund for a suspension of 24 hours. As we mentioned, the suspension was lifted, which allows you to continue accessing your account. We have confirmed you have played after the suspension, so your account is functioning correctly.
This complaint remains closed as theres no further action we can take. We wont answer further concerns regarding this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/20/2023

Complaint: 20633233

I am rejecting this response because: all the reasons previously submitted.
Microsoft is fraudulent, non responsive, puritanical and incompetent.
Thanks

Sincerely,

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

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