Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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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

5,650 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:01/22/2024
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,

*******************************
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.
Hey my personal account was falsely locked : *************************** Could you guys sort this out please Thank you - Pippy ********
Business Response
Date: 01/26/2024
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.
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,

Pippy ********
Customer Answer
Date: 02/03/2024
''Dear Pippy ********:

This message is in regard to your complaint submitted on 1/22/2024 against Microsoft. Your complaint was assigned ID ********.
******************** has received your notification that this complaint has been resolved and closed the complaint accordingly. We would like to thank you for allowing BBB to assist you in resolving this matter.
If this complaint has not been resolved to your satisfaction, or if the business fails to follow through with the agreed resolution, please notify BBB.''

Hey BBB, my Microsoft account is still locked '' *************************** ''
I was notified that this issue has been resolved, but my personal account ^^ is still locked for some stupid ****, and i can't sign into it.
Please BBB fix this issue.

Thanks Pippy ********
Business Response
Date: 02/07/2024
Dear Pippy ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We are sorry to hear that your account is still blocked, unfortunately we cannot share any details about it, we have opened a case on your behalf. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/08/2024

Complaint: 21179518

I am rejecting this response because my microsoft account ******************************* still locked... please figure this out ive been locked out of my personal email account for no reason what so ever.

Sincerely,

Pippy ********
Business Response
Date: 02/22/2024
Dear Pippy ********,

We have checked the and see that you where communicated that the ownership of the account could not be validated, thus the account will remain locked, you can visit **************************************************************************************************************************************************************** to fill the form and recover the account.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:01/22/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The said watch does not function as described. The "pusher" buttons do not work so the optional features cannot be accessed.
Business Response
Date: 01/26/2024
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.
Customer Answer
Date: 02/03/2024
This complaint has not been resolved and no messages or contact from Microsoft has occurred.
Complaint #********.

Thanks,
****
Business Response
Date: 02/07/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As mentioned before the BBB platform is not a Microsoft support platform, please visit ******************************************************** call ************ to reach one of our agents to gain assistance

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/15/2024
This complaint ********has not been resolved.

Thanks,
Al
Business Response
Date: 03/12/2024
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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/12/2024

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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, so I didn't want to file a complaint however it's been a few months now, and Microsoft still refuses to help me.So about 5 months ago, my Microsoft account was locked, I've filed numerous support requests, I've also tried to get in touch with their life support agents, and none of them help, they all keep saying "file a support request" they basically refuse to help, thanks to them I'm locked out of most of my documents, work emails, and other personal information My Locked email in question is: ************************** I'm requesting that they resolve my issue since this is really important for me, Please resolve my issue.If i have to i will be taking this to court, I really need this to be resolved, they basically locked me out of my computer and personal stuff.Please get them to unblock my account, Thanks!-***
Business Response
Date: 01/26/2024

Hi ***,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account 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
Right, so again like I said my microsoft account was locked even tho, I haven't broken any TOS rules, so I would like my Microsoft account repaired/fixed that's my only request for Micorsoft nothing else.

I just simply want my microsoft account back, So i can finally be able to get back to my computer, and access my work mail.
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,

**********
Customer Answer
Date: 01/27/2024
Hey, so today they replied to me and as you can see they said they are unable to do anything and they suspended the microsoft account, All i wanted them to do is unlock it, I never requested for them to make any changes to it,
They haven't provided any help total scums, I'm not satisfied with their response, I'd like my account unlocked.
Business Response
Date: 01/31/2024
Hi ***,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account incident.
We stand with the response provided.
For future issues, please visit Microsoft.com.

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

Complaint: 21179149

I am rejecting this response because: they said and I quote, I am unable to unlock the account due to it being compromised, I told them, that I've changed the password and everything and I am the only one who has the current password, however they refuse to unblock it, I'm currently locked out of my computer because of them refusing to provide customer service, I am happy to provide previous passwords, and so forth for them to unblock my Microsoft account, I'm not sure what else they would want me to provide but I would be willing to do everything to get the account UNBLOCKED.
This is seriously a small issue for them to resolve, I'm not sure why they are refusing to help me.
Sincerely,

**********
Business Response
Date: 02/08/2024
Hi ***,
Thank you for reaching out. We understand that youre experiencing issues with retrieving your account. We stand with the response provided.
We appreciate your patience and apologize for any inconvenience this may have caused.
In this case we suggest the creation of a new account since it could not be recovered.
For further assistance, please visit our official website at Microsoft.com. Our support team will be happy to assist you with any ***************.
Sincerely, Microsoft Corporation
Initial Complaint
Date:01/21/2024
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 am unbelievably irate right now and I am about to just obliterate every computer I have smash them all to bits because EVERY TECH COMPANY is about as competent as a single cell organism that has been crushde to death.I just signed up for Microsoft 365 Business Basic, and the email I was sent DOES NOT TELL ME MY USERNAME.It was said once on the screen I copied it, tried to login and was unable to login.Then I try to get my username through every single one of the ********* ways described online and it says my account cannot be found.When I try with my email address it says no accounts exist for that email. when I try with my phone, two accounts that ARE NOT THE ONE I JUST PAID FOR come up.I am literally so irate I might die of a embalism because I'm switching to MS 365 from ****** because ****** is so imcompetent they're MORONS and now I come here and I can't even sign in to my account?????????????????????????????????????????????????????I tried online support IT ASKS YOU TO LOGIN WHICH IS WHAT I CAN'T @#%!%@ DO.I tried phone support it tells me to go to URL and login which is WHAT I CAN'T !$&!#$^&!# DO..You have NO IDEA how infuriatingly aangry I am right now I am literally like I said going to just throw everything in the trash and depart from *************** and live like it's the god **** year 200.
Business Response
Date: 01/26/2024
Hi *************************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Business account incident. A senior member of our Microsoft 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:01/21/2024
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.
Was unfairly permenantly banned from Xbox and I have tried submitting an appeal and I can't even sign into my account, The appeal was denied and I regret spending money on the account, The email of my xbox account is: ******************** There is no reason I should be perm banned, This guy was asking for my address in the minecraft chat so I sent a fake address in the chat as a joke and I got perm banned for it. I would like for a human moderator to check over the logs.
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
Initial Complaint
Date:01/21/2024
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 filing this complaint due to unresolved issues with my Microsoft account. Originally, my account alias was ************************** and my gamertag is fatboss663. After experiencing a hack, I sought help from Xbox support. They confirmed the hack and subsequently locked my account for investigation. The hacker eventually returned access to me, but the account remains locked. Despite numerous contacts with Xbox support and multiple account reinstatement forms, I keep receiving a standard response stating a violation of the Microsoft Services Agreement without further explanation. I have provided proof of ownership, including purchase history via my PayPal ******************** I have not violated any service agreements. I request the unlocking of my account, currently under the alias ****************************.Account information:*****: **************************** Password: Rebecca53917202@Name: ***************************** Billing address: ************************************************* Credit card payment: 9.99$ for gamertag change: paypal is ****************** credit cards ending in 0552 04/24. Thanks so much for helping out. I completed the Microsoft ACSR to validate my ownership of the account also, and was successful. Email is *************************
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: 01/28/2024

Complaint: 21176025

I am rejecting this response because:

Microsoft sent an executive to deal with this situation which I appreciate. He asked for the same information that I have submitted and passed countless times shown in the screen shot.
I gave him my credit card information which I can also validate with photos if they wish to show it is my account, and always has been. I have never broke ANY service agreement and I only play Minecraft on this account. It is extremely important to me, and I just wish it to be unlocked. As I stated, I was hacked previously, which resulted in me submitting an account recovery form which got the account locked. I now got my account back, just need it unlocked.
Sincerely,

*****************************
Business Response
Date: 02/02/2024
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 ***** has been working with you on this issue. Please wait until a resolution is provided and if needed, continue working with our agent.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/04/2024

Complaint: 21176025

I am rejecting this response because:
Im awaiting the response by the staff member regarding my case.

Sincerely,

*****************************
Customer Answer
Date: 02/04/2024
This is proof I have the credit cards that made purchase on my account. If you need more proof to validate that it is my account or that I did not break service agreement please let me know!

I really do not want a response saying your account will not be unlocked because of breaking service agreement because I never did. This account means the world to me, I just wish it unlocked. I will wait patiently.
Customer Answer
Date: 02/04/2024
Credit cards
Customer Answer
Date: 03/09/2024
I filed a complaint previously : #********, which Microsoft provided me with a response after 1 month simply stating they "cannot continue with recovery of the account due to security of the account", and that "all methods of regaining control of the account have been exhausted". This is simply a lie. The account in question has been "Compliance Locked" by Microsoft compliance team for an investigation on a ticket I made stating "I got hacked". As stated before, I regained control of my account as the hacker thought the account was useless after it was locked. The recovery email, and password are now in my control, and 2FA is OFF. When 2FA is off for a Microsoft account, the staff can go in and recover, check the information. Again, for my account, 2 FA is OFF, so this is simply a lie. I have provided credit card picture proofs and address proofs that this is my account in question to the support also. I am well informed on how compliance locks work and have had an account unlocked previously before. The information on the said account is all proof that it has always been mine and still is mine! I have spent money on the account for various things such as a gamertag change with my PayPal. There are 2 things I would like to happen if possible: 1) Unlock my account, 2) Move my account to a new ******************** account. I have had this account for a long time, and it has the Minecraft username: ******, thus people were trying to hack me, and threaten me. Feel free to refer back to the original report or more information. I do not want an executive to come and waste a month trying to do the same thing again. I have requested countless times and submitted countless account reinstatement forms and have passed countless ASCR which should be more than enough to reinstate my account.
Business Response
Date: 03/18/2024
Dear *****************************,
We appreciate you reaching out to Microsoft Corporation through the Better Business Bureau about your concern. We have looked at your complaint and recent service request **********, and we see that our Tier 3 advocate ******* has been helping you with this issue. We can verify that all the possible ways to run the validation were attempted as stated. We want to let you know that any resolution we offer is based on Microsoft policies, terms and conditions that we cannot override,therefore, we will not be able to take further actions on this case as a final resolution has been provided.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/19/2024

Complaint: 21176025

I am rejecting this response because:
I have been validated, and know the Microsoft policies and process regarding account reinstatement. 2FA is not on the account it can be unlocked.

Sincerely,

*****************************
Initial Complaint
Date:01/21/2024
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.
January 17, **** -- trial period cancel before money is owed -- direct link for 365 Learning to be canceled -- unable to cancel trial period subscription -- not able to access account to resolve the issue or reach a representative -- Billing informationOrder Id ********************* Billing profile:4-18-25 Minamikatae, Jonan-ku *******, **********, 814-0143a0bc6f6e-e71d-4e2e-daa0-b5b9306a8b0f
Business Response
Date: 01/26/2024

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau your subscription cancellation issues.
We processed the refund on your account ****************** and proceeded with the cancelation and refunded you. Order
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
If you need further assistance, feel free to visit Microsoft.com.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/27/2024

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:01/21/2024
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.
My name is ***, and I am writing to bring to your attention an issue I am currently facing with Microsoft regarding a refund request for a purchase made on the Xbox platform.My son, under the gamertag NBNswaggy, requested that I purchase the latest Call of Duty game on Xbox. However, after playing the game for a limited number of times, he no longer wishes to keep it. I made a refund request to Microsoft, expecting a fair resolution.Unfortunately, I have encountered difficulties in obtaining a refund, and it seems as though I am facing challenges that *** be linked to racial profiling. Microsoft's refusal to refund my money has left me feeling frustrated and concerned.I want to emphasize that I fully understand the policy regarding non-refundable extra content, and I am not seeking a refund for any additional content associated with the game. However, I firmly believe that a refund for the game itself is a reasonable request, given the limited usage and my son's change of interest.As a long-time supporter of Xbox since its inception, I am disappointed by the lack of respect and assistance I have received in resolving this matter. I am prepared to involve my attorney and consider transitioning to a different gaming platform, such as PlayStation, if Microsoft continues to disregard my concerns.I am reaching out to the Better Business Bureau seeking assistance in mediating this dispute. I would like to know whom I should speak with to initiate any legal proceedings or escalate this matter further. I am hopeful that through your intervention, a fair and equitable resolution can be achieved.For your reference, the gamertag associated with this matter is NBNswaggy, and my email address is ************************ you for your attention to this matter, and I appreciate any assistance you can provide in facilitating a resolution.
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
Initial Complaint
Date:01/21/2024
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 purchased the Java edition of Minecraft over a year ago. I was not notified of a "migration process" and now Microsoft has completely stolen my money and my access to the game.I demand a refund or a free edition of the game in the amount of $40.
Business Response
Date: 01/26/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft refund request. 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

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