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

5,353 total complaints in the last 3 years.
2,132 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:09/19/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a yearly subscription for 365 and canceled it. However, Microsoft refuses to issue a credit for the remaining time in the subscription. I would like a partial refund for the time after cancelation.
Business Response
Date: 09/26/2023
Hi *******************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel.You must visit ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Initial Complaint
Date:09/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After purchasing this device. It stopped coming on within months of the purchase. The white light comes on for about 5 seconds, then turns completely off. When I go online. It says that I am out of the warranty. However, I do not believe that it is fair that I have a device that will not completely turn on. And it has been less than a year of purchase. The purchase was made through ******* wireless. However, Microsoft folds the warranty and should be able to get this device repaired. So that wrong could use it properly. Screen price everything and order to get this device to work. And I do not believe that I should have to come out my pocket and order to pay to get it fixed. This time. No physical damage and I am looking forward to be change through Microsoft.
Business Response
Date: 09/26/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Warranty 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: 10/01/2023

Complaint: 20628353

I am rejecting this response because: I have not received a proper response or call. The warranty shows the same information.

Sincerely,

*******************************
Business Response
Date: 10/05/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, Our agent has communicated with you via email requesting information to continue with the resolution of your case, please send the information to help our agent find a resolution for you.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/19/2023
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've been a subscriber, annually, to Microsoft's Xbox Live membership. As of yesterday, my account was "experiencing unusual activity" and I needed to "recover the account". In order to recover the account in question, you must sign-in to your Microsoft account. After signing in to my Microsoft account, I answered a series of questions in order to verify my identity (e.g. DoB, previous passwords, credit card information). Microsoft ended the questionnaire with the assurance that I'll receive an email with a decision on whether or not I'm who I say I am. The response email from Microsoft declared that they don't think I'm the account holder and that they're unable to help any further. I tried contacting Microsoft's customer support phone line, but I wasn't allowed to speak with a human representative without a verified **************************** has my credit card information on file and I'm unable to remove that. I'm unable to speak with a person from their company without a valid account, but I can't even get them to believe that I'm the legitimate account holder.Seems trivial, however, it's been incredibly frustrating and anxiety inducing. I'm hoping someone can, at least, get me in touch with someone to resolve this issue. Do you have any suggestions how I can remedy this? Thank you for your time,*****
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 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:09/19/2023
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.
August 3, 2023|Order number ********** Purchased product is Atlas Fallen that initially worked, but now no longer loads past the start screen. I have tried multiple times to resolve this issue with Microsoft themselves to no avail. I paid with my Microsoft account balance, so with a refund I would still have to make a Microsoft product purchase to use said refund which is perfectly fine with me. I hold no ill will with them, I just want a refund for the above mentioned product that does not work.
Business Response
Date: 09/26/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Cashback issue. We understand your frustration about the current issue and want to make it right, After investigating your order we have decided to issue a refund for your order number ********** Atlas Fallen.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/19/2023
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 company has been charging me **** for the past four months. I don't have a subscription with them and I am not sure how they got my info. There is no one to talk to to see how they got my info nor to cancel. I want to get a refund. The resolution would be to cancel the subscription and refund me my money
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 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: 10/03/2023
It was not resolved

Customer Answer
Date: 10/26/2023
I was sent an email from Microsoft stating that my case was closed. They have not stop taking money from my account neither have they refunded me the money they did take. I would like BBB to assist in resolving this issue.
Business Response
Date: 12/08/2023
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 ******* had been working with you on this issue. Upon checking,we were able to confirm the case has been closed as our agent located the charge and confirmed the account is from ***********************.
Considering this information, *********************** needs to submit the refund request from their side.Regardless, the auto-renewal was turned off to avoid you getting charged once again. We understand this isnt the resolution you had hoped for, but based on our policies and procedures we cannot process a refund to someone that isnt the account owner. We appreciate your understanding.

We will keep this complaint closed based on this information.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/19/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I set up a business account email with ******************** on April 7th for approximately $10.35 per month. Towards the end of July when I logged into my email on my laptop I was required to download a MFA authenticator app. I was unable to do so because I have an old phone which does not read QR codes nor was I able to successfully use the alternate method provided. I attempted to do this process several times with microsoft support on the line to take a screenshot so they could resolve it on their end, which has not yet happened to date. Since the end of July I have not been able to access my business email despite having called microsoft support multiple times and spent hours on the phone trying to resolve this. I spoke with multiple workers who promised to resolve it but nothing has done. See Case #********. I requested a refund for the months where I did not receive the full service that I was paying for. (July-Sept) I would be happy with a refund for August and September since it was the end of July that I ran into this problem. I talked with a worker who called me about my case after a coulple of weeks of zero contact to work on resolving this issue. In that phonecall I was so fed up with the unacceptable level of service and support that I mentioned that I was going to cancel it and requested a refund. A worker called me a week or so later to tell me that a refund was only available within 7 days of purchase, which is totally ridiculous. I told him that I was planning to cancel but not just yet to give me time to set up another business account to ensure that all of my data is transferred over. The tracking number for the refund request is #****************.
Business Response
Date: 09/25/2023
Hi ***,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your business account access issue and refund request. A senior member of our Microsoft commercial 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: 09/29/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Microsoft has finally agreed to refund me the monthly fee for not being able to access my business email account. The worker dealt with my response and made a decision without having to "talk to his team" or call me back or create another case - all of which happened with other workers I talked to about resolving this matter.

Sincerely,

***********************
Initial Complaint
Date:09/18/2023
Type:Billing 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.
on 9/5/23 Microsoft Charged my **** account for $27.14 with the description of MICROSOFT*XBOX LIVE GOLD MSBILL.INFO WA US I did not authorize this charge and the credit card the charge was placed on is not associated with my account - after repeated calls to Microsoft, they were unable to determine the origin of the charge, nor were they willing to work with FNBO **** to resolve the charge or assists in a fraud investigation - Microsoft claimed to have provided information to FNBO **** (Microsoft Account name and email address) to process the charge - yet FNBO **** says they did not receive that information - Microsoft claims they have no ************* my account for the amount they charged, nor can they locate the transaction, and they can not find out what account the charge came from - in short, it seems that Microsoft is able to fraudulently charge people for subscriptions without any consequence - I had to cancel my credit card to be able to get the charge removed
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 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: 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:09/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have recently learnt that Microsoft has been double charging me for a service since March 2019. which is an extra ***** per month for 54 months
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 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: 09/26/2023

Complaint: 20622450

I am rejecting this response because:
Thank you for reaching out but it is not clear as to the actions or how to track what you have stated. you have just sent a new number with no details of where and how to track it and how it will be connected to this BBB case for reference until completion and satisfaction of the issue.

Sincerely,

*****************************
Business Response
Date: 09/28/2023
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 our agent has been able to get in contact with you to provide further assistance. Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/28/2023

Complaint: 20622450

I am rejecting this response because:

this is not really a rejection but we can not close yet as not resolved, its pending a resolution.

Sincerely,

*****************************
Business Response
Date: 09/29/2023
Dear *****************************,
We hope youre doing well!
No need to worry, we wont be closing this complaint until a resolution has been provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/02/2023

Complaint: 20622450

I am rejecting this response because:
Microsoft response was basically to give me 3 months free service as a sorry but,... however they did not address the issue that my daughter who apparently tried to log into my account got directed by the system to follow steps which set up a new service, which both ran at the same time. Double paying for something which one is hardly used but the other had not been. I would have expected them to check the usage of both accounts, see that one had stop any usage and that another (the duplicate) had some sort of usage. Instead of then stating or asking to find out what may've occurred and understand the situation, which is my daughter was trying to set this up to work for her and her friend during down times in a school day. My daughter and her friend who is sick, diagnosed with Glioblastoma, ************** in order to help him during his course of therapy did something which meant this occurred unknowingly. In finding this all out and seeing zero use of a duplicate account you would assume they would refund the period of duplicate accounting.
Sincerely,

*****************************
Business Response
Date: 10/06/2023
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 your case has been closed as theres no further action to take regarding this matter. Our agent checked your account and was able to confirm you had two active subscriptions, one for XBOX Live Gold and another one for XBOX Game Pass. These subscriptions arent the same, the XBOX Live Gold allows the user to play online, and the ********************** Game Pass gives access to the user to a library with a lot of games.

We sincerely apologize, as we understand this isnt the resolution you had hoped for. We also confirmed our agent provided 3 months of XBOX Game Pass Ultimate which combines the features of XBOX Live Gold and XBOX Game Pass, giving you access to our game library and at the same time allowing you to play online.

Considering this information, we consider this complaint as closed as theres no further action we can take regarding this matter. We wont be answering further concerns regarding this matter.

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

Complaint: 20622450

I am rejecting this response because:Firstly I do not understand how these two kind of accounts can co-excisit on the platform to give the same kind of service, secondly you can see from my account usage there is no usage so something is up there no??? I feel if you can not resolve this I want to leave this complaint up so others know what can happen as this can cause some serious financial difficulty in a very difficult *************** and guess I have to talk to my bank to request that they get involved to look at getting a charge back as this should not occur.

Sincerely,

*****************************
Initial Complaint
Date:09/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged $9.99 for an annual microsoft plan. I have no idea about this charge so I called, but have gotten the run around for weeks. They send me the same email about 20 times that it is being more escalated. All I am asking for if a refund. I did not authorize this charge. I have turned my credit card off since I got this unauthorized charge, but they are dong everything possible for me to give up. The emails and calls are unbelievable. They asked me to text/call/email and then wait, and then call/email/text again (same stuff) a copy of this and that. I need this refunded. I don't even know how they got my card. I don't have an account number because I did not sign up.
Business Response
Date: 09/25/2023

Hi ***************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your charges issue and refund request.

We are sorry to hear that.

After further review of your account ************************ and did not find any recent charge in the last 90 days.

Follow this link on How to investigate a billing charge from Microsoft - Microsoft Support [2a75-97a4-93b-5a7e]

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

For future assistance, feel free to visit Microsoft.com

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/26/2023

Complaint: 20622314

I am rejecting this response because: I have been charged. Here is the information from my credit card. I have no idea how it was charged as it must be fraud. I have spent weeks talking to Microsoft with no resolution.
I need someone to take responsibility and refund this. See below the credit card that was charged ends with ****. I guess someone else has an account and used my card.
Description
Microsoft*Annual Plan
Also known as
Microsoft
Merchant type
Digital goods: large merchant
Method
Online, mail or phone
Card number
(...****)
Category
Shopping
Memo

Hide recent charges, hides content below
Transaction dateAug 30, 2023 MerchantMicrosoft*Annual Plan Amount$9.99

Sincerely,

***************************
Customer Answer
Date: 09/28/2023
Here are the details from my credit card statement for the charge. I have sent this several times after I have called several times. The credit card ends in ****. It is not showing in my account.
*********************Annual Plan
Shopping, opens menu $9.99
Sale
$9.99
Transaction date
Aug 22, 2023
Posted date
Aug 23, 2023
Microsoft*Annual Plan

Description
Microsoft*Annual Plan
Also known as
Microsoft
Merchant type
Digital goods: large merchant
Method
Online, mail or phone
Card number
(...****)
Category
Shopping
08/22 & Microsoft*Annual Plan *********** WA 9.99
Initial Complaint
Date:09/18/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I preordered Madden 24 Deluxe Edition on June 1, 2023 and i was supposed to get access August 15, 2023. On August 18 I filed a dispute with *****. I was told then by Microsoft that they charge the account 10 days before the release date although they charged me already. They told me they didnt have the funds although it shows on my statement the money has been removed from my account. This issue has been going on for 2 months and they havent offered any solutions, resolutions, or refunds.
Business Response
Date: 09/26/2023
Hi Jordan,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your tax game and refund request.
We proceeded and reviewed your account *********************** and did not find a duplicate charge as to the
Madden *** ************************************************ our system.
If you believe this wrong, you can submit a refund request.
Please follow this link for instructions
Request a refund for digital games | Xbox Support

Sincerely,
Microsoft Corporation

Customer Answer
Date: 09/26/2023

Complaint: 20620850

I am rejecting this response because:
I have proof that the money was taken from my account by ********************.
Sincerely,

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

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