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:01/14/2024
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 have a Microsoft Xbox subscription that I pay for monthly. It is about $18.26 monthly. Microsoft keeps charging me two to three times a month. This fraudulent activity keeps occurring no matter what I do. I keep having to call the bank to have it addressed because the double and triple charges dont show on my Microsoft account, they just keep hoping people wont notice I guess. There is also no way to talk to a real representative at Microsoft so I have no other way of fixing this.
Business Response
Date: 01/19/2024
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
Initial Complaint
Date:01/13/2024
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.
On January 22, 2023 I purchased a ************** Bluetooth Mouse. It malfunctioned and stopped allowing me to enter into pairing mode on the device. I have requested on multiple occasions information on filing a warranty claim. I am repeatedly redirected to automated "help" articles and technical support who then does not reply to my request for warranty service on the item. It is illegal to deny a consumer warranty service under the terms of the warranty contract and I would like to have this resolved.
Business Response
Date: 01/19/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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: 01/19/2024

Complaint: 21142562

I am rejecting this response because: I have not yet received replies to either of the two technical support tickets I submitted. Furthermore, I have not yet been provided information on filing a warranty claim for service or refund of my original purchase price since the item failed within the warranty period.
Sincerely,

*********************
Business Response
Date: 01/26/2024
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. Upon checking, we were able to confirm the case remains open and being worked on by our agent.Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/29/2024

Complaint: 21142562

I am rejecting this response because:
I have uploaded the requested information to the dropbox for ***** to review as of early last week and have not yet received a warranty claim form or information on when I can expect to have this resolved.
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. Upon checking,we were able to confirm the case remains open. We will inform our agent you have uploaded the files so they can get back to you as soon as possible. We appreciate your patience towards getting this matter resolved.

Rest assured we will monitor your support case through resolution.

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

Complaint: 21142562

I am rejecting this response because:
The issue is still pending resolution. The requested files were uploaded Jan 24.
Sincerely,

*********************
Business Response
Date: 02/12/2024
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 locate ***** and let them know you had uploaded the file. ***** stated they are reviewing the case and that they will update you on the upcoming days.

We apologize for the time it has taken to get this matter addressed, but rest assured we will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/16/2024

Complaint: 21142562

I am rejecting this response because:
I am currently working with ***** to receive a refund, once it is processed I can close the case.
Sincerely,

*********************
Customer Answer
Date: 04/15/2024
Hi there,

I had filed this complaint a while back and it was closed before it was resolved. The Microsoft representative never issued the refund credit as they promised and stopped responding to my messages for follow up.

Please let me know how to proceed with this. Truly appreciate your help.

Thanks,
*****
Business Response
Date: 04/18/2024
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: 04/24/2024

Complaint: 21142562

I am rejecting this response because: I have not received a response from accounting or a credit/replacement for the defective item.

Sincerely,

*********************
Business Response
Date: 05/06/2024
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 theres no further assistance that we can provide regarding this matter as the device was bought on Best Buy. We understand this isnt the resolution you had hoped for, 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
Business Response
Date: 05/06/2024
Customer had already been informed that we cannot provide further assistance on this case, but they keep rejecting the complaint. Please close this complaint next time they rejected our response, as it's just a unsatisfied customer.
Customer Answer
Date: 05/13/2024
I am unsatisfied because this is a breach of warranty and it is quite frankly illegal. The company referred me to take my mouse back to Best Buy for warranty support rather than sending an RMA or credit for the defective item. Best Buy will tell me to take a hike as it is well outside of their 30-day return policy.
Initial Complaint
Date:01/13/2024
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.
In the first week of ****, Microsoft pushed an update to my Office 2019 software without my knowledge or consent. This update was intended to, and did, corrupt my Office 2019 in an attempt to convert it to Office 365. I own Office 2019, while Office 365 is a subscription service that I do not want.Microsoft is holding my Office products - which I already own - hostage to try to get me to subscribe to 365, which I neither want nor need.
Business Response
Date: 01/19/2024
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
Initial Complaint
Date:01/13/2024
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.
I have a gift card for $750 to the Microsoft store. We received it as a gift while attending the ******************* show a number of years ago. The card can only be used in a Microsoft store. Yet, theyve closed all locations with the acception of their store in ***. I am not close to the city, nor is it feasible to travel there just to use a gift card. So I contacted Microsoft and they told me the gift card could be refunded to my bank so I could make a purchase online. This was back in late November of 2023 as I was trying to use it for Black Friday/cyber Monday deals. I was initially told the matter would be resolved in 2 weeks. I called after 2 weeks and was told there is no update and to wait another 2 weeks. I called again at the 2 week ***** and was told hopefully it will be resolved before the new year. I then contacted Microsoft yet again and was told the finance department would be reaching out to me within a week. I contacted Microsoft again this morning and they have no update and now claim it will take several months to resolve this issue. To me this is unacceptable, and beyond calling the Microsoft store, or chatting, there is no way to escalate the matter further with them. My ticket number is **********.
Business Response
Date: 01/18/2024
Hi ****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
After further review of your case ********** and based on the note please wait for a few days to get a response since the situation is being investigated.
Sincerely,?
Microsoft Corporation.

Customer Answer
Date: 01/18/2024
I will wait for a response from Microsoft to see what their resolution is. However, if they take more than a few days and exceed a weeks time, I am unwilling to wait any further.
Im not looking to be unreasonable in any way, I just want the gift card refunded as I was told it would be upon initial contact. If this had been resolved in the initial 2 week period, I would have been satisfied with what I was told.
Customer Answer
Date: 01/20/2024

Complaint: 21140777

I am rejecting this response because: this situation has gone on longer than it should have based off of prior estimated windows of time. If this can be resolved before Friday the 26th of January, I would be satisfied. Microsoft has been given nearly 3 months to resolve this issue and no action has been taken to make things right in all of my prior correspondence.
On Microsofts website there is a disclaimer for customers who wish to have the remainder of their gift card balances refunded due to the closure of most of their in store locations. Clearly this is an acknowledged issue and others have experienced the same. A $750 gift card is useless to me when a store is not within a reasonable driving distance.

Sincerely,

*******************
Business Response
Date: 01/26/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
After further review of your case ********** and based on the note please wait for a few days to get a response since the situation is being investigated.
If you have not gotten a response, please send to the senior an email and asking for the notification of the issue.
Sincerely,
Microsoft Corporation.

Customer Answer
Date: 01/26/2024

Complaint: 21140777

I am rejecting this response because: every time I am in contact with Microsoft I am asked to wait an additional amount of time. Yet, nothing is ever accomplished within the requested waiting period.
Please provide a more realistic timeline for a solution to be made. It has been over the 3 day **** requested by Microsoft in their previous correspondence from last week.

Sincerely,

*******************
Customer Answer
Date: 01/29/2024
At what point does the BBB intervene? Or is BBB simply a mediator/record keeper? Its just frustrating to be fed nearly the same request from Microsoft with zero motion towards a resolution week after week.
I just want the gift card refund processed so we can all move on from this situation.
Thank you,
*******************
Business Response
Date: 01/31/2024
Hi ****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
Have not received a response based on the case **********?
Please let us know on the contrary, we can create a new support request on your behalf.
Sincerely,
Microsoft Corporation.

Customer Answer
Date: 01/31/2024

Complaint: 21140777

I am rejecting this response because: I have not had any form of contact from Microsoft in regards to my case number. Last I was told that that finance department would reach out and that was weeks ago. I have also been told Id receive email updates pertaining to my ticket number. But I have never received any, I have checked my spam folder as well. I do not have a contact point other than calling the Microsoft store in *** which has not been very helpful either

Sincerely,

*******************
Customer Answer
Date: 02/03/2024
I have been contacted outside of the BBB case with further information that absolutely does not give a realistic timeline. A generic our systems arent working and just hang tight message does not give me any reassurance that this will be handled promptly. To me this is unacceptable that I cannot utilize such a large gift card and am essentially left with a piece of plastic. If in store locations are able to process these gift cards, why can they not view the gift card balance and refund accordingly? Why is this not a function outside of in store locations? Im sick of excuses, I want action taken.
Business Response
Date: 02/07/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
After further review of your case ********** if you have not gotten a response, please ask for an update or reopen your case if needed,
You can also contact support for further assistance at Microsoft.com.
Sincerely,
Microsoft Corporation.
Business Response
Date: 02/07/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
After further review of your case ********** if you have not gotten a response, please ask for an update or reopen your case if needed,
You can also contact support for further assistance at Microsoft.com.
Sincerely,
Microsoft Corporation.
Business Response
Date: 02/07/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
After further review of your case ********** if you have not gotten a response, please ask for an update or reopen your case if needed,
You can also contact support for further assistance at Microsoft.com.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/07/2024

Complaint: 21140777

I am rejecting this response because: Microsoft has not provided a sufficient date of resolution. Just asking me to wait for an indefinite amount of time for a refund is incredibly unprofessional. Please provide a range of time in which your system/tools will be able to process the refund.
Microsoft does not make checking a ticket/case status easy. You cannot view it online and are forced to call and explain the situation every time you call. Staff are generally unaware of what is going on, so the customer is left in limbo.
Do better!

Sincerely,

*******************
Business Response
Date: 02/19/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
Please contact directly Microsoft.com to get assistance so that you can open a new case.
Sincerely,
Microsoft Corporation.

Business Response
Date: 02/20/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.

You can contact support for further assistance at Microsoft.com.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/20/2024

Complaint: 21140777

I am rejecting this response because: is this some sort of sick joke to you Microsoft? Calling for updates is a massive waste of time. None of the employees/representatives have answers and just tell me to await a call or email from the finance department. I have yet to receive an estimated time of completion for this issue either.
Just being told to hang tight is laughable. Do better Microsoft.

Sincerely,

*******************
Business Response
Date: 03/01/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.

You can reopen your previous case or contact support for further assistance at Microsoft.com.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/01/2024

Complaint: 21140777

I am rejecting this response because: this seems a lot like a joke to Microsoft. Your company has not provided any real details or timeline for a resolution. To check on the status of my ticket I have to call and explain the situation to each employee I am transferred to, None of which have any insight or information regarding the status of a refund. Im just continually told to wait. Ive wasted enough time on this. This has gone on for 4 months now. Im sick of calling to ask for information that has not changed and seemingly has no urgency to be taken care of.
DO BETTER!

Sincerely,

*******************
Business Response
Date: 03/11/2024

HI *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card redemption issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/11/2024

Complaint: 21140777

I am rejecting this response because: I do not want to accept a response until this matter is resolved. I will look for some sort of correspondence from Microsoft to confirm it is actually being looked into and handled. But Microsoft needs to provide updates, I should not have to continually reach out for a solution, I presented the issue, Microsoft is responsible for the resolution.

Sincerely,

*******************
Business Response
Date: 03/21/2024
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your gift card and refund request.
We have created a new ticket for further investigation, you will be contacted in the next 24 hours.
Your new case number is **********
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:01/12/2024
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 wanted to get on to my Microsoft account to cancel some subscriptions and get refunds on faulty items. When I went to attempt to log in to my account (with all my saved card info), Microsoft said my account was going to be deleted soon if I didnt verify the account. I verify my account via email and my phone number. The website just keeps taking me around in circles. I attempt to call the customer service line to help and they keep referring me to the self help section for password issues. Except the password is correct and its letting me on, its just making me verify to do anything and then putting my in a never ending verification circle so I cant remove my card/subscriptions.
Business Response
Date: 01/18/2024
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:01/12/2024
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.
I Have been locked out of my Xbox account due to inability to verify account. An old out of date email is used and cannot be accessible for a code to be sent and the number I have attached to the account isn't getting the code sent to it. So I have to choose to get the code sent to my other email and then have to verify my information via a form but can't get authorization as it isn't recognizing me. But I have spoken to a few individuals that have verified that my number is correct and that my credit card information is correct and they are my last charges proven that I told them and other emails I set up for my kids to play on their own profiles on live. But the support team said they cannot unlock my account manually because it's against their policy. But they just admitted that I am the owner of the account. I informed them of them it was last used, when it was locked, emails, credit cards, addresses, purchase history, systems attached to my account ...If I can't get my account back, that's fine, but I should be *********** the many many games that I have purchased and saved on my system and external hard drives. Thousands spent with Microsoft for 19+ years and now I am being locked out of my own property.
Business Response
Date: 01/17/2024

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: 01/17/2024

Complaint: 21139998

I am rejecting this response because:
It is the same generic thing they've told me since December 20th and yet they have (over the phone) confirmed that I own the account and that the original email is no longer available.

Why can't I get access to at least my games? They have my credit card information AND I've proven my purchase history with Xbox.
Sincerely,

*****************************
Customer Answer
Date: 01/17/2024
I've been told that the only resolution to the issue is to continue to fill out a form to verify my account. Yet I've received emails stating that it is either wrong information... OR, that it is my *** issue. But I've stated over and over that it isn't my *** issue as that email isn't active under that *** so that isn't an option. So which is it?? Is it wrong information or is it the **** because if it is the *** issue (which can't be since that email hasn't been active for close to 10 years) then how do they know if my information is incorrect?

I want access to my property that I have financial records for purchasing. I feel that is legally fair, even if I have to create an account, but have access to all the games I've purchased and saved on my Xbox and external hard drives over the past 19 years.
Customer Answer
Date: 01/18/2024
I had given them 19 years of factual information!!!

************ (current number) Old number attached to account is - *************)
*****************************
feb 26 1980
********************
(I have not emailed anyone from ********************* due to it being unused and closed for years. I currently use my ****** email ... ************************** I have an outlook email for work ***********************************.

ip address
192.168.1.18 (xbox series x)
1.92.168.1.34 (personal laptop to try Game Pass)
173.90.139.33 (my public IP address?? Never heard of this but i typed in my browser like you had asked. Learn something new every day, i guess)
1.92.168.1.31 (360 console)

xbox series x ... serial number ************.... console ID.. ************************************* network device ID.. ****************

360 serial number. ************... device ID ************

************
account created about 19 years ago. Month after the 360 release.
Date last logged in was December 18 or 19th 2023 (son was using the xbox)
Account locations (mailing addresses during the duration of the account

First address
*************************************
******** ****, 43119

Relocated to
314 **********
********* **** 43062

Relocated to
1130 *********
********* **** 44281

Current living
1072 ledgestone
********* **** 44281

Password change (possibly 6 or 7 months ago. I was adding my son's an email and profiles to my xbox for their own saved games)
************************* is the other email
old number was ************
current number is ************
Credit card (last four) 7709 expire 03/25 (also have a paypal account that is linked to my bank. last purchase was ***** on december 13/14th

My gamertag
Thundercat64
My sons's (******) Noop12
My son's (****) Nootnoot16

No Skype that I can remember. I think I have used it in the past but probably under a work email.

Friends list when played online (not recently and not including my son's friends because I can't remember them all.
Autobotkiller
Darthryu
Smokey bremen
OEsuperman his email is ( ******************* )

I am providing screenshots of some of this for you.

If you need my **** driver's license and an accompanying photo to prove I am who I say I am then I will absolutely do so.

I really hope this does it. Its been a terrible journey to go through this and I understand everything you all have told and tried to do for me, but 19 years and a lot of money and time is a lot to just let go.

Business Response
Date: 01/29/2024

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your account incident.
We stand with the response provided case number **********
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/29/2024

Complaint: 21139998

I am rejecting this response because: nothing resolved and my property is locked away. At this point, I would like a refund at all expenses paid to Microsoft (with my account history as proof) for the past couple years since I at least have been using the Xbox One or Xbox series X. I have all financial records showing all purchases made to downloaded games, in game purchases and monthly cost of game pass since it's cut off from Dec 20th 2023 until this is resolved, all of which is no longer have access to any of it.

Sincerely,

*****************************
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 case number **********.
Sincerely,
Microsoft Corporation.

Customer Answer
Date: 01/31/2024

Complaint: 21139998

I am rejecting this response because: they refuse to cooperate with refunding my money for property in which they held from me.

Sincerely,

*****************************
Customer Answer
Date: 02/07/2024
I have financial records of purchases for items that are no longer accessible to me due to them claiming my information isn't mine. Regardless of all the information I have given them that no one else would know of my profiles. They're holding my property from me. I want compensation now. Just sad they treat people this way.
Business Response
Date: 02/07/2024
Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account incident.
We stand with the response provided case number **********.
Sincerely,
Microsoft Corporation.

Business Response
Date: 02/28/2024
Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account incident.
We stand with the response provided case number **********.
Sincerely,
Microsoft Corporation.

Customer Answer
Date: 02/28/2024

Complaint: 21139998

I am rejecting this response because, again, they were given all necessary information (personal and financial) and still had not helped and have caused several hundreds of dollars in loss for me.

Sincerely,

*****************************
Business Response
Date: 03/11/2024
Hi *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account incident.
We stand with the response provided case number **********.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:01/12/2024
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.
I accidentally purchased the Xbox Game Pass "Core". I realized my mistake within a few minutes of purchasing it and upgraded to "Ultimate" which is the purchase I initially intended to make. Microsoft refuses to reimburse me for the funds I paid for Core and I ended up paying full price for both.
Business Response
Date: 01/18/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding request to cancel an Xbox subscription. 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: 01/21/2024

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:01/12/2024
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 was told I would receive a return shipping label and have been passed around by customer support people on 3 different occasions for over 3 hours. Send the label.
Business Response
Date: 01/17/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding shipping label you have not received yet.
In order to direct your complaint to the correct department, can you please share what device you are returning. If you have a previous support case number(s) please provide that as well.
We look forward to your reply.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/17/2024

Complaint: 21138882

Xbox X Wireless controller replacement.
case number: **********
Customer Answer
Date: 01/28/2024
I still have yet to receive a response and a shipping label for a controller replacement.
Business Response
Date: 01/30/2024
Dear ***************************,
Thank you for providing your previous case number and additional information. We have contacted a senior member of our Devices Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********. We see that advocate ***** has reached out to you. Please respond to him at your earliest convenience.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:01/12/2024
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.
Since January of 2023 I have been trying to cancel a Microsoft 365 subscription. I am 86 years old and rarely access my computer. I cannot get through to anyone at Microsoft. Last January I became so desperate to get this issue resolved I closed my credit card in order not to receive any new charges. In January of **** (on my new credit card-totally different account number) ******************** billed me again $108. The only way to communicate with Microsoft is online and I have not been successful as I do not use my computer and have not been able to remember or find the information that Microsoft requires to cancel this subscription. Can you please provide some assistance? It would be greatly appreciated as I am on a fixed income and do not recall signing up for Microsoft 365. Thank you.
Business Response
Date: 01/18/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding request to cancel an M365 subscription. 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: 03/05/2024
It has been over a month since I have had correspondence with Microsoft regarding my case. This is unacceptable. The only response from Microsoft advised me that a senior member of their accounts and billing department would investigate the matter and work with me directly. I've heard nothing. In their response they provided no contact information so I am no further along in this matter.

I am requesting further assistance as I don't know what else to do.
Thank you,
*********************
Business Response
Date: 03/06/2024
Dear *********************,
Thank you for your response. After reviewing your complaint and recent service request ***********) we see that our advocate phoned you (email address was not provided) on January 18, 19 and 22. Due to no response from you, the support was closed.
We are happy to create another support care for you. Please confirm that the phone number provided in your BBB complaint is accurate as that is the only communication method we have for you.
We look forward to your reply.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/14/2024
This is ****************'s daughter. I spoke with her yesterday and she does not recall hearing from Microsoft January 18, 19 or 20. She simply wants something in writing stating that the subscription is canceled and there will be no further charges to her credit card. Just a suggestion, it would be helpful especially for seniors if Microsoft would prove the "support person's" name and contact information. Thank you.
Business Response
Date: 03/29/2024
Dear ***** and *****,
Thank you for your response and for adding an email address to your complaint. We have created a new support request for one of our senior Accounts and Billing advocates to reach out to you to assist in cancelling the M365 subscription. Your new case number is **********. Please watch your email (check junk and spam folders too) for an email from the advocate. They will reach out multiple times but will close the support request if you do not respond.
We were unable to locate a subscription associated with the email you provided so please consider if the subscription could have been purchased on a different Microsoft Account - this will assist the advocate in locating the charges.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/03/2024
The response from Microsoft stated they are canceling the Microsoft 365 subscription which was my request. I'm waiting for confirmation. Thank you!!!
Customer Answer
Date: 04/10/2024
Yesterday I provided the information Microsoft requested in order to cancel my subscription. I am waiting for confirmation that cancelation was completed.
Thank you.
Business Response
Date: 04/19/2024
Dear *********************,
Thank you for your response. After reviewing your complaint and recent service request ***********) we see that agent ***** recommended you file a chargeback with your financial institution.
We were unable to find a subscription associated with the email you provided. Since we could not locate the charges, we are unable to process a refund.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/24/2024

Complaint: 21116766

I am rejecting this response because: It did not address the original complaint which was to cancel the subscription. The email from Aeren at Microsoft stated they were closing the case because they were unable to issue a refund. A refund was not what was requested. Also Microsoft had never adked for something like a statement from the financial institution showing Microsoft's annual charges. Would that not help to find the account? If ******************** can bill someone they should be able to find the account and cancel the subscription. This simply makes no sense. I did file a complaint with the *** and also with the Attorney General in *****. Thank you.

Sincerely,

*********************
Initial Complaint
Date:01/12/2024
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.
Microsoft windows 11 home version has a core isolation problem. Microsoft has known about this since May of 2023. I have complained many ************ do not respond or fix the problem. This core isolation problem causes my Vengeance Corsair computer to crash every day several times a day. I have tried all of the recommended "fixes" to no avail. IMHO Microsoft is violating the software writer's code of conduct by selling a defective product that they seemingly refuse to fix (this is not good business).
Business Response
Date: 01/16/2024
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

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

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Business Response

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer