Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,650 total complaints in the last 3 years.
2,328 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:01/23/2024
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 Microsoft account has been locked for weeks, so I can't use any of my Office 365 software. The subscription was renewed in September 2023 with my new e-mail (now locked). Their only solution is to complete their online Account Recovery Form, but I don't have access to the e-mail initially used years ago when setting up my account/subscription. The request to recover the account is denied every time no matter what other answers are given. It also asks for the credit card number that was used back then, but I paid with a debit from my checking account and there's no option for that.There are hundreds of complaints online because nobody from Microsoft will respond. I finally contacted them via chat. Again I supplied all the Account Recovery Form information including the latest form rejection number, and was promised someone from Tier II support would call me back but they have not. Their online faq says if you can't recover your locked account simply set up a new account, but of course my subscription is tied to the locked account, so I'm not able to use e-mail, Excel, Word, etc. with the new account. I need my subscribed account unlocked or instructions on cancelling the subscription with a refund for all the remaining months.
Business Response
Date: 01/29/2024
Dear *****************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/02/2024
On 1/31/24 I responded and complied with Microsoft's 1/30/24 e-mail message asking me for all of the same information that I've already given them again and again. They sent the same message as their first message on 1/31/24. On 2/1/24 they told me they were closing the case because I hadn't responded. I replied to that on 2/1/24 to state that I HAD responded and to NOT close the ticket. Today 2/2/24 I received yet another copy of their first message asking for the information AGAIN. I am replying AGAIN. Unbelievable.
Customer Answer
Date: 02/04/2024

Complaint: 21189193

I am rejecting this response because: Microsoft has not replied to any of my responses to their e-mails. They've e-mailed me four times, I've replied three times. Now it looks like they have closed this case with no resolution at all. I want my paid for subscription and account reactivated ASAP.

Sincerely,

*****************
Business Response
Date: 02/06/2024
Dear *****************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm this case has been closed as our agent stated you lacked information to validate the account. We understand this isnt the resolution,but this is based on our policies and procedures.

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/08/2024

Complaint: 21189193

I am rejecting this response because:
Tell me which of my responses did NOT meet the requirements to prove that ****************** isn't my account. I answered all questions, including giving multiple historical answers in case they were needed. I want specifics. If my account truly can't be restored, I want it purged, re-added, and my Office 365 subscription tied to it. I STILL CAN'T USE the software I paid for in September 2023.

Sincerely,

*****************
Customer Answer
Date: 02/11/2024
Microsoft has reported that they can't confirm me as the owner of my Microsoft account. They have discontinued my Office 365 subscription and will not offer a refund for the over $55 worth of software I paid for and can't use. My question now is: if they can't confirm me as the owner, how can simply cancel "someone else's" paid subscription? It can't possibly be legal to arbitrarily cancel a subscription and not refund the customer's excess payment.
Business Response
Date: 02/23/2024
Dear *****************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm this case has been closed as our agent stated they cannot verify your ownership. We understand this isnt the resolution you had hoped for, but theres no further action we can take as this is based on our policies and procedures.

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/26/2024

Complaint: 21189193

I am rejecting this response because: Microsoft closed my Office 365 subscription without "being able to confirm it was my account". This situation is by far the most futile and ridiculous online experience I ever had. Thank you BBB for your assistance. The case can be closed since there is nothing more Microsoft will do to help me.

Sincerely,

*****************
Initial Complaint
Date:01/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
************************** an address owned by Microsoft, has been sending MMS/scam messages to my business mobile devices. This email address appears to be a job recruitment email. However, we are a business and would not be applying for jobs. This email is associated with spam.
Business Response
Date: 01/29/2024
Hi ***************************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit ************************************************************************* or call the numbers listed on the global business support ********************************************************************************************************************************* 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:01/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I contacted you guys earlier and you guys helped me finally get a response in order to get a refund from fraudulent charges from Microsoft. However I was issued half the charge and then they took the money back and wont issue a refund either do to more investigation needed or more information from me is needed and I was wondering if theres any more you guys can do to assist in this 4 month long process
Business Response
Date: 01/31/2024
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Microsoft Corporation
Initial Complaint
Date:01/22/2024
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.
Microsoft is charging my card for a service called simply "Premium Subscription" and I don't know what service I'm paying for. There is no information on their website. There is no phone or chat feature to get an answer from Microsoft. Without a way of contacting them to get an explanation, I can only assume this is a fraud. Please help me get an explanation from the world's largest company what they are charging me for!
Business Response
Date: 01/29/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/22/2024
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 am writing to express my deep frustration and disappointment regarding the recent locking of my personal Microsoft account. As a loyal user of your services, particularly in the realm of gaming and productivity, the sudden and unexplained restriction on my personal account has been a source of significant inconvenience and distress.I want to emphasize that I have never conducted any fraudulent activities or violated any terms of service associated with my Microsoft account. The lack of transparency and clear communication surrounding the reasons for the account lock has left me feeling helpless and bewildered. My personal Microsoft account is integral to various aspects of my daily life, including access to important documents, communication through Outlook, and seamless integration with my gaming activities, especially within the Minecraft community.The absence of a detailed explanation or warning has not only disrupted my personal and professional workflows but has also raised concerns about the security and reliability of Microsoft's account management system. I urgently request you to reconsider the process and criteria for locking personal user accounts and to enhance the communication channels to provide timely and accurate information to affected users. Additionally, I kindly request a swift resolution to the issue with my personal account, accompanied by a comprehensive explanation of the circumstances that led to the lock.I understand that security measures are essential, but they should not come at the cost of personal user experience and satisfaction. Your urgent attention to this matter will not only restore my confidence in Microsoft's services but will also contribute to the overall improvement of user relations.Thank you for your understanding, and I look forward to a speedy resolution.Sincerely,***************************** ************************
Business Response
Date: 01/29/2024

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

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account incident.
We reviewed further your account ************************ and did not find any existing account or previous service request.
We recommend you contact Microsoft support directly for further assistance at Microsoft.com.
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/29/2024

Complaint: 21183512

I am rejecting this response because: The account that got locked is **************************** NOT ************************

Sincerely,

*****************************
Business Response
Date: 02/08/2024

Hi ********,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account enforcement action.
We understand your frustration.
Microsoft accounts can receive enforcement actions for various reasons. Here are some common scenarios that *** lead to an enforcement action:
Policy Violations: If you violate the Microsoft Services Agreement, your account might be suspended. This includes severe or repeated violations of policies, such as those related to child exploitation and abuse imagery.
********************************************************************;
Malware and Phishing: Microsoft forbids the use of its services for harmful activities, including malware distribution and phishing attempts. If your account is involved in such activities, it *** be locked,
Xbox Enforcement Actions: Specifically for Xbox profiles, enforcement actions can occur due to violations of Xbox Live policies. These actions can result in temporary suspensions or, in extreme cases, permanent bans. The enforcement team notifies users via email, console notifications, and Xbox messages.
Remember that customer support cannot assist with suspensions or enforcement actions directly. If you need assistance with an active enforcement action, you *** qualify for the case review process. Stay informed and adhere to the guidelines to maintain a positive experience across Microsoft services.
To reactivate a suspended account, you can go to the Microsoft services account reset page and follow the on-screen instructions. Depending on the reason for the suspension, you might need to change your password or wait for the suspension to be lifted.

Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 02/08/2024

Complaint: 21183512

I am rejecting this response because: Same old stuff that you guys always say, unlock my account already.

Sincerely,

*****************************
Customer Answer
Date: 02/19/2024
Microsoft Name: *****************************
Microsoft Location: ******, *************
Microsoft Date of Birth: November 28, 2001
Microsoft Gamertag: TheDryestMud
When can my account be Unlocked?
The email is ****************************
here are my past passwords: DDqI73XyeD7Sc4X3QJUDp3b9
the original email is: *****************************

The old info on the microsoft account is
Full name: *****************
Date of birth: 2/8/1993
Country or region: *******************
Customer Answer
Date: 02/23/2024
Please! I'm begging for a response in this matter
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My account is locked and I have been reaching out to Microsoft for a month and no response. I just need help with my account I can not get in.
Business Response
Date: 01/29/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/22/2024
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.
Hi,Suddenly and without any kind of warnings or anything my Xbox account was suspended. I literally don't even have an Xbox and only use my Xbox account for Minecraft or Game Pass Games. 20 Minutes ago I suddenly got a very fishy E-Mail stating that "The Xbox Safety team has found that recent behavior by the Xbox profile based on your email address violated one or more terms of the Community Standards for Xbox or Microsoft Services Agreement. " without any reason attached what so ever. Normally they hand out strikes beforehand but for me they just banned me without any warning and that's absolutely not okay, especially when I don't even know the reason and now I can't even play any games that I paid for anymore.The account is attached to the email:******************* or **********************
Business Response
Date: 01/29/2024
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Microsoft Corporation
Customer Answer
Date: 03/28/2025
Hi, as of the 22.01.24 my Microsoft Xbox Account has been banned without any explanation from Xbox. I tried to appeal the case but didn't even get a proper reason. I only used the account on PC for Minecraft and Xbox Game Pass because I don't even have any Xbox. I would wish to get it finally resolved so I can use this Account for Minecraft and Xbox Game Pass again. I also got E-Mails for refunds even though I haven't initiated any at this time.

Unban of my Account
Initial Complaint
Date:01/22/2024
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.
Hey ********************* here : )Today i tried to log into my Microsoft account ************************ But but to my surprise it said '' Your Account has been Locked '' i was really surprised as i had no idea why this happened. your help would mean a lot getting me back into my account as it's my personal account and it's very useful to me.Sincerely *********************.
Business Response
Date: 01/26/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/26/2024

Better Business Bureau:

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

Sincerely,

*********************
Initial Complaint
Date:01/22/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son, *******************, has a Microsoft Xbox account. Jace is a minor child, under the age of 18. My credit card information is tied to his account. **** completed several different transactions (digital content) on the credit card without authorization. I have reached out to Microsoft. However they will not contact me in order to resolve this issue.I have attached a .pdf of the listed transactions and order numbers.
Business Response
Date: 01/26/2024

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

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your purchase's incident.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 **********
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/26/2024

Complaint: 21179560

I am rejecting this response because:
The response provided does not indicate any resolution or helpful information. All the response says is that someone will contact me.
I have not received a call from them.
I can be reached at ************

Sincerely,

***********************
Business Response
Date: 02/01/2024
Hi ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your purchase's incident.
If you have not been contacted yet, please feel free to visit Microsoft.com to get assistance.
Your previous Service request is ********** please check your spam.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/01/2024

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:01/22/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My son accidentally purchased a game on January 9, **** on his Xbox console. I immediately requested a refund and that request was approved the same day, 1/9/****. *** Microsofts refund literature, refunds can take up to 72 hours to be completed. One week passed and I called back and was told by a rude rep I had to submit another request to speak to an Xbox rep, I called a Microsoft rep. *** *******, I submitted a request for a game my youngest son wanted to keep, but I did so because I was told it was the fastest way to speak to a live person. This was incorrect and now Im waiting for a refund on that game as well. The initial game was $86.39, The second game was $17.47. Today is January 22, **** and I still have not received any refund. I keep getting the run around from Xbox/Microsoft and on top of no live person available to help with this issue, I have to wait ***** just to speak to a supervisor who may or may not be able to help with this issue. This is ridiculous. I have been waiting on a refund of $103.86 from a BILLION DOLLAR company for over 2 WEEKS! I am extremely upset and distraught that no progress has been made at all.
Business Response
Date: 01/26/2024
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/26/2024

Complaint: 21179531

I am rejecting this response because we are getting further away from a resolution. My son accidentally bought a game, I requested a refund same day, that is all I want. We are going into the third week of this issue. I requested the refund within the terms set by your business and I would like that which I am ***********.

Sincerely,

*******************************
Business Response
Date: 02/01/2024
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we see that our Tier 3 advocate ***** had been working with you on this issue. Upon checking, I was able to confirm this case was closed as our agent confirmed the refund has been provided.

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/01/2024

Better Business Bureau:

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

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Microsoft is NOT a BBB Accredited Business.