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

5,362 total complaints in the last 3 years.
2,129 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:09/05/2023
Type:Delivery 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 received a warning email from Microsoft and I am unable to get Microsoft to advise me if it is legit or fraudulent. Please see Exhibit A and Exhibit B attached.
Business Response
Date: 09/12/2023
Hi ****** Sorella ******,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 09/12/2023

Complaint: 20556927

I am rejecting this response because it did not address my complaint, "I received a warning email from Microsoft and I am unable to get Microsoft to advise me if it is legit or fraudulent. Please see Exhibit A and Exhibit B attached. The consumer provided the following when submitting the Complaint to BBB
Exhibit B Microsoft email 9_5_23.pdf Exhibit A Microsoft Warning Email 9_3_23.pdf". The response only advises that someone from Microsoft will call me. Since no one from Microsoft called me I cannot accept the response. Furthermore, I request Microsoft advises us in writing how they plan to address the warning email they sent me, the complaint in question.

Sincerely,

****** Sorella ******
Business Response
Date: 09/25/2023
Dear ****** Sorella ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. In this case, please contact again the agent that was provided to you for a further investigation on your issue.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/28/2023

Complaint: 20556927

Who do you want me to contact again for a further investigation on your issue and how do I contact this agent?

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please reply to the email sent by the customer service agent, that will reopen the case and put you in contact with them, the investigation will be performed by the agent.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/01/2023
Type:Sales and Advertising 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 had my Microsoft account for over 10 years. It's connected to my xbox account where I have made over a thousand dollars worth of purchases and dedicates countless hours of my time. Without warning they lock my account and left me no way to contact anyone to discuss the matter further.
Business Response
Date: 09/06/2023
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:09/01/2023
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.
On August 31st, I placed an order for a Microsoft Gift Card in the amount of $100. As of today September 1st, the gift card is still pending and I have not received the digital code for the gift card. I have contacted Customer support 4 to 5 times and nobody has been any help and all agents have been saying just wait or contact your bank. I have contacted my bank and they had released the funds to Microsoft shortly after I made the online purchase. Every time I call they place me on a 5 to *********************************************************************** on each call. I have not had any issues purchasing anything from Microsoft until now. They have not even offered me the option to refund the money and they have not escalated this matter higher up their chain of command.
Business Response
Date: 09/05/2023
Hi ******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding the gift card purchase and redemption issues.

We are sorry for the situation you went through.
After further review of your account, we found your order, gift card, was redeemed.
If you believe that is not true, please feel free to contact us to create a service request for further investigation.
Initial Complaint
Date:09/01/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft forced a Windows update yesterday 8/30/2023 without consent. My computer has not been able to turn back on since and repeatedly results in repetitive blue screen of death. I demand a full $2300 computer replacement and restoration of ALL files immediately. I will take you to court.
Business Response
Date: 09/05/2023
Hi ******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding the windows update issues.
We are sorry for the situation you went through.
Windows updates are not a must on your computer you can disable he updates.
Please follow the link below
Stop upgrade to Windows 11 - Microsoft Community

Customer Answer
Date: 09/06/2023

Complaint: 20552232

I am rejecting this response because: this is incorrect. The Windows update was FORCED! I had no option to deny the update. The screen popped up and said update now with NO OPTION to select no. Then, without user input, the computer closed all open windows and started updating. After the FORCED update the entire computer crashed and only provides a blue we are sorry Microsoft sent out a faulty update and your driver is now broken. DO NOT LIE. FIX MY COMPUTER.

So much anger,

*************************
Business Response
Date: 09/14/2023
Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the windows update issues.

If you need further assistance, feel free to visit Microsoft support .com to get further assistance.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/19/2023

Complaint: 20552232

I am rejecting this response because: support has broken phones that cannot transmit the audio of the speaker and the representatives is unable to speak my language (English). Support ends call providing zero troubleshooting services or resolution.

Sincerely,

*************************
Business Response
Date: 09/22/2023
Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the windows update issues.

Please follow visit
Stop upgrade to Windows 11 - Microsoft Community
Copy and paste the link below.
***************************************************************************************************************************************;
Follow the instructions.
For future issues, please visit Microsoft.com.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/31/2023
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 series of Microsoft products. Windows 11, Xbox Wireless Adapter, Microsoft Xbox One S, and a Xbox Wireless Headset. A few months after owning the headset it stopped working. When I called they said they cannot repair the headset because it is out of warranty. I said that the headset is only a few months old. Then the agent hung up on me unexpectedly. I called again and repeated the narrative. The agent took me through a series of troubleshooting steps and nothing worked. The headset was totally unresponsive and almost new. The second phone agent also informed me that a repair would not be possible, after verifying the legitimacy of all components in my Microsoft product ecosystem. I have been a lifelong user of ********************** and its accessories and I invested a lot into my new setup and I am sorely disappointed that Microsoft has abandoned me with this reasonable request for assistance. I was told that if I want to dispute the warranty start date then I will need purchase proof. But Microsoft can see that I have not connected my headset until very recently to any Microsoft device. Even if this item is considered out of warranty, there should be a repair process or a recall for items that exhibit the constant blinking orange light (unresponsive to all input). I request that my broken Xbox Wireless Headset be exchanged for the same item, new, and a new warranty to ensure it works properly.
Business Response
Date: 09/05/2023
Hi *****************************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox issue. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 09/06/2023

Complaint: 20551559

I am rejecting this response because:
this CS Reply reiterates the same problem that I originally reported and insists I continue to repeat the same failed customer service process.

Sincerely,

*****************************
Business Response
Date: 09/14/2023
Hi *****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau. Im sorry if this is not the answer you were looking for. In this case the agent ******************* provided you the right information about your issue.
Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:08/31/2023
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.
Microsoft sold me an early access upgrade for Starfield, allowed me to download it, but has me locked out of it on the day and time promised. Beyond that, they have removed this upgrade from the store entirely, making it impossible to even try and get a refund.
Business Response
Date: 09/05/2023
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: 09/05/2023
I would like to withdraw my complaint against Microsoft and apologize for wasting g your time. While my complaint was valid at the time, Microsoft has corrected the issue. Sorry for any inconvenience.
Initial Complaint
Date:08/31/2023
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 bought the wrong items from Microsoft on August 18th for a $224.99. I spoke to a representative of Microsoft and he confirmed u bought the wrong items. He said I bought the Xbox one version and I should have bought the Xbox X version. He walked me through submitting a refund request online for wrong purchases and said I should get a refund in 72 hours. 72 hours later my request was denied for (too many refund claims this year) *** never made a refund request from Microsoft let alone this year. I called again and they told me make another request and that was denied again. This time the reason was (its past the digital purchase refund date policy) which I looked up and is 30 days and it still not 30 day yet. So I just would like a refund so I can purchase the right items I can actually use. Ive listed 6 pictures. Pictures of my purchase and pictures of them telling me its on the wrongs Xbox system and then telling me its past the refund policy date which is not true. And a picture of there refund policy
Business Response
Date: 09/05/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Hacked account. We understand your frustration about the current issue. However, due to the nature of the purchases, this being an in-game currency for the game ********** 24, we will not be providing a refund.

Please refer to our terms of sale *************************************************************************************

Some items are not eligible for returnall purchases of these types of products are final and non-refundable: digital apps, games, in-app content and subscriptions, music, movies, TV shows, and associated content

Sincerely,

Microsoft Corporation

Customer Answer
Date: 09/05/2023

Complaint: 20550027

I am rejecting this response because:
Hi my account was not hacked I purchased the in game currency and it went to the wrong system I just want what I purchased to go on the right system. I do not own a Xbox one so I can not use what I paid for I own a Xbox X. If you can not refund me can you put the in game currency on the game I can use? I paid for something and have not received it as confirmed by your staff

Sincerely,

Marcello *******
Business Response
Date: 09/12/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As the purchase is an in-game item, we cannot award you the credits in side the game, for this please contact the developer of the game as they might have access to right tools to solve your issue.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/31/2023
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.
Cannot login in to my account.
Business Response
Date: 09/05/2023
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:08/31/2023
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.
My brother was playing Minecraft on a multiplayer server. He got invited to a party by another online user, who sent him a Discord link. He clicked on it and noticed something was off. But by the time he noticed, his Minecraft (logged in with my old Microsoft account *****@gmail.com) was completely hacked on Saturday, August 26, 2023. Just before everything was changed, my Gmail account (the recovery email associated with our Microsoft account) said someone was signing in from ******. I tried to click on the "Not you? Check activity", which took me to Microsoft's sign-in page, but I could not sign in. Within only a few minutes, the Russian hacker changed the Microsoft login from *******gmail.com to their Russian email, ******************. The hacker also deleted our account's security information, replacing it with their own, making it impossible for us to change our password or use the Microsoft account recovery form since it says ******gmail.com does not exist. Contacting MS support has been futile - our case has been escalated, but most likely, nothing will be done since we did some research on this issue. We learned from many others (even with 2FA)who experienced the same issue that the only result (after contacting support several times and waiting several months) was that Microsoft just locked their account forever - neither hacker nor customer can use the account ever again (though hackers likely still have access to our information and data). This is unacceptable treatment of customers. We paid for games like Minecraft and software like Microsoft 360, only to get our accounts locked forever because we sought help from Microsoft, who did not help at all. We have to create new accounts and purchase what we once had - it seems like a ploy for Microsoft to make more money. There is no compensation or anything - only a message saying Microsoft can't do anything about your account so they'll lock our accounts forever. That's it.
Business Response
Date: 09/04/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Hacked account. 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:08/30/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 26,2023 I purchased Microsoft 360 home for 1 year at ***** but was double billed. I disputed the charge with my credit card immediately, but Microsoft said the customer is responsible, I checked on their website and they" applied "my ***** credit to cover another year of service for home Microsoft **** which i didn't request. I contacted Microsoft. (case # is: **********) they said. I waited more than 30 days to dispute the purchase . This is stealing, to me, i did not authorize the use of my money for a different year or purchase only the current version 23/24 which was *****.
Business Response
Date: 09/05/2023
Hi ***********************************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue. A senior member from the Microsoft Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********.
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 09/05/2023

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,

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

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Microsoft is NOT a BBB Accredited Business.