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

5,357 total complaints in the last 3 years.
2,132 complaints closed in the last 12 months.

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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:09/14/2023
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'm a loyal and long time customer of ********************- I was trying to contact their customer service for billing to get my new card number on file, and the phone number listed on line was just a recording with an online help. The online help was for IT support. With a big successful company, how can they not provide us with customer representatives to answer questions regarding our accounts. Not all users are as savvy as their founders. Is there a way to reach the company and ask them to please provide us with human customer representatives?Thank you.
Business Response
Date: 09/20/2023
Dear ***** Angeles-*******,

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:09/14/2023
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.
Approximately Last year, I purchased a software operating system key form Microsoft. That should have made the screen not have a "You must Activate Windows". This had continued off and on for a while. This extremely Embarrassing!!!!! Until I dropped Windows itself. I now have another operating system. Windows operating system, is also virus prone and has many other problems with it!!!!! I have tried calling the phone/s numbers to resolves this not have Microsoft send me a Activation key to no avail. I would like Microsoft to forward a "Activation Key" to my gmail email address or a refund check sent to my current home address. Thanks
Business Response
Date: 09/22/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have contacted a senior member to investigate this matter and work with you directly toward a resolution.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/24/2023

Complaint: 20601047

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 09/27/2023
I was communicating by gmail in private with Microsoft. Near to resolution by email, with Microsoft.
Initial Complaint
Date:09/14/2023
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.
I purchased a ******* galaxy phone s23 plus and was promised $160 microsoft cash back reward. It has been over 4 months and counting and I have not received it. I have called, email and sent messages without any resolution. Please help me with my plight.
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, 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:09/13/2023
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 microsoft account has been hacked and I cant talk to anyone to get this resolved,the return code phone number is an old number and I cant get the code.I have filed multiple account recovery forums and they keep turning me down.I have owned this account for over 20 years with mutable xbox games and ETC. and I also have a game pass monthly payment that I cant shut down now either.
Business Response
Date: 09/18/2023
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: 09/18/2023

Complaint: 20600001

I am rejecting this response because:
This does not correct the problem, if your not going to reinstate my ********************** then I want reimbursement for the games and in game items that I have lost of a total $3000.00
Sincerely,

***************************
Business Response
Date: 09/25/2023
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 has been closed as you became unresponsive. Regardless, our agent was able to confirm your account hasnt been hacked and turned off your subscription auto renewal. Theres no further action our advocates can take regarding this matter, so we will be closing this complaint. We understand this isnt the resolution you had hoped for, still, we would like to let you know you can try to recover your account through our forms, as many times as you want.

We will be closing this complaint as theres no further assistance we can provide. We wont be answering further concerns regarding this matter.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/13/2023
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 mailer from Microsoft wit a valid cd for office 2013 as well as a valid cd for office 2016, cant I install either because I cant login to my Microsoft account. Jumped through all hoops Microsoft required and spoke on phone with them. No redress.Now I have 2 cds I paid for and cant install. Very frustrating.Thank you.
Business Response
Date: 09/19/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have contacted a senior member 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:09/13/2023
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 initially registered to Microsoft 365 ************************* under my business email ******************** things worked for a while but in July I started experiencing issues with my email service. I contacted support, but they kept redirecting me to an online page which I could never access because of security issues with my account. after realizing they will not address my issues over the phone, I asked to cancel my account. then they referred me to another page which I could not access as well. once realizing my email issues cannot be resolved with Microsoft I changed my email service and started paying another provider for it. meantime, it seem that Microsoft kept charging my account and seem to be still charging it even though I didn't use and not interested in their service
Business Response
Date: 09/19/2023
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 11256969.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/11/2023
Please reopen this case. the communication with Microsoft was not fruitful and they still did not address my concern. The only thing they did is making me spend time with their support in order get me logged into their system, only to tell me later that the account cannot be closed since its a one-year commitment. Let me clarify again that I am not getting service from Microsoft for months. Since Microsoft never addressed my technical issues and I was left out from both my admin account and email service for all of my business emails, I had no choice but to use a different paid service by another provider which works well. Now, Microsoft just charged my business card again and I am super upset about this!!! If this matter will not get resolved soon and I keep being charged, I will escalate this complaint further.
Business Response
Date: 10/18/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, Unfortunately the subscription is a one-year contract, not cancellable until the time period is done, however the agent turned off any options to renew the contract when the one-year **** comes around, we understand this issue has been frustrating and we sincerely apologize, but we are unable to terminate the subscription early due to the agreement. Microsoft will consider this case as resolved and will no longer be responding.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/13/2023
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 computer was remoted into by someone and they took access of my account and now i cannot access emails for my business. Microsoft has a form to fill out to get the account back but it wont work since the account is all business information. I need to get my account back to continue my business to resume production, I am at a standstill. Please contact me for a resolution.
Business Response
Date: 09/18/2023
Hi ******,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your compromised business account. A senior member from the Microsoft commercial team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is **********
Initial Complaint
Date:09/13/2023
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.
Complaint is I cannot get simple assistance. I continue to get charged MS365 when I haven't used or wanted it for the past 2-3 years. I am angry that Microsoft deliberately makes it impossible to get someone by phone. No contact numbers, just around and around on the website with new email, new passwords, codes, texts, everything in the universe to get in, and then, no account shows for me at all. Even when I provided the old email address I signed up with in 2017. So how do you keep charging me then??? I just want to SPEAK to someone. Please please. Who can I get directly that can assist? I was contacted about a service agreement via my @me.com address and wanted to deal with that as well. So someone out there knows my account exists. Thanks.
Business Response
Date: 09/19/2023
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:09/13/2023
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.
violation of SLA for support services rendered for an agreement paid, Sev A issues ignored for days on end.Minimal business impact *************** eight business hours1 Moderate business impact *************** four hours Critical business impact (Sev A): Within one hour
Business Response
Date: 09/18/2023

Hi *****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your SLA concern.

We apologize for the inconvenience; would you be so kind to provide further details as to your concern and a valid Microsoft account to contact you directly and help you further.
We will be waiting for your response.
Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:09/13/2023
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.
My bing reward account is not accessible. I asked them to reopen ticket. I have already started a new complaint. Please review.Tue 9/5/2023 12:30 PM I have had this account for over 10 years. I cannot access my Microsoft rewards It is a legitimate account, and it is grandfathered in under original points system. It seems as though Microsoft unethically closes accounts that have high balances for redemption value of gift cards. When you go to cash points it is closed suddenly. Nothing has changed on my end to suddenly close this account with my incentive I earned over time unredeemable.I will be contacting higher authorities to look into your practices.
Business Response
Date: 09/18/2023
Dear Aeon Star,
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: 09/21/2023

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,

Aeon Star
Customer Answer
Date: 09/29/2023
Please see previous complaint. I agreed to let their case worker resolve issue but they have discontinued responding to my replys to their instructions. Complaint as follows: I hajve had this Microsoft Bing rewards account for years. It is a legitimate account, and it is grandfathered in under original points system. It seems as though Microsoft unethically closes accounts that have high balances for redemption value of gift cards. When you go to cash points it is closed suddenly. Nothing has changed on my end to suddenly close this account with my incentive I earned over time as unredeemable.
Cash my redeemable points
Business Response
Date: 10/04/2023
Dear Aeon Star,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing account. Upon checking your recent support case, we were able to confirm the case has been archived as you became unresponsive. Considering this information, we have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly towards a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/06/2023

Complaint: 20596059

I am rejecting this response because: I accepted it prior to this complaint and they did not follow through so I had to file another complaint. I am willing to work with them but when they ignore my responses I cannot.

Sincerely,

Aeon Star
Business Response
Date: 10/13/2023
Dear Aeon Star,
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 has been closed as you became unresponsive once again. Regardless, our agent stated your account doesnt show any type of block. Could you please confirm this information so we can determine how to proceed with this matter.

We will be waiting for you response, until then, have a great day!

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/21/2023

Complaint: 20596059

I am rejecting this response because: I did not become unresponsive. We were in the middle of resolving the issue and your representatives stopped responding to me. Please correct the status of my Microsoft Rewards account and stop repeatedly sending the same responses to me over and over. See complete thread of correspondence. My Bing account is unacceptable with my rewards points in limbo. Account is under ******************* and this account has been active for about 10 years. Please address through BBB and release my ****** credits I have earned.

Sincerely,

Aeon Star
Business Response
Date: 10/24/2023
Dear Aeon Star,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we confirmed our agent informed you your Microsoft Rewards account isnt blocked, and the suspension that appeared on your Microsoft Account was removed to avoid any type of inconvenience. Also, we cannot address this type of issues via the Better Business Bureau, so we will be closing this complaint as theres no further assistance we can provide regarding this matter.

We consider this complaint as closed and wont be answering further concerns regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/31/2023

Complaint: 20596059

I am rejecting this response because:
it is great that you will no longer be responding to this complaint, however, I still cannot access my points. When I was accumulating my points I listed a landline phone. Now there is no option for one. I should have been given the option to cash out before this change to mobile only went into effect. Furthermore, I finally entered a new mobile number and i never received a verification code! I tried repeatedly. I will now have to return to your Customerservice and basically start from the beginning, requesting my points that I have earned. Very well.

Sincerely,

Aeon Star
Business Response
Date: 11/01/2023
Dear Aeon Star,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We apologize as we hadnt understood you arent able to access your points. We have created a new support case for you to be able to address this matter with an agent. Your new case number is **********.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/06/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If in the event I am not able to access my points, I will refile a complaint, as this all started with a Microsoft terms update. I could use my landline phone in the past. Now suddenly I cannot.

Sincerely,

Aeon Star
Customer Answer
Date: 11/10/2023
This case is not resolved and has again been closed by Microsoft rep in mid stream. I stated to rep I could log in ok because she was starting from the beginning. I stated that part of the issue was fine but could not retrieve my reward by using my landline phone anymore. I have contacted Microsoft to reopen the case. I was assured a supervisor would follow this case through to completion on my last BBB contact.
Business Response
Date: 12/08/2023
Dear Aeon Star,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. The complaint was closed as you stated I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If in the event I am not able to access my points,I will refile a complaint, as this all started with a Microsoft terms update. I could use my landline phone in the past. Now suddenly I cannot. Regardless,we will reopen the complaint and monitor your case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/14/2023

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,

Aeon Star

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Microsoft is NOT a BBB Accredited Business.