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

5,365 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:08/25/2023
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 can't believe how inept and incompetent and ridiculous your customer service has been with this issue. I had to chat with them at least 25 times before they finally said they were refusing to help **** ordered two green Xbox controllers. On the same order with order number **********. I either received someone else's order, or they just screwed up my order, but what I received was one black controller. So not only did I receive only one controller instead of two, but that controller was the wrong color.They asked that I return the one controller, which I did, in its original packaging, which I did. They said they would refund both controllers. But they only refunded one. They never refunded the missing controller. After chatting many, many times they finally said they couldn't help me because I wouldn't send them a picture of the original packaging. How could I send a picture of the original packaging when they told me to send it back to them when I returned the first controller?!?
Business Response
Date: 09/01/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your controller issue. We have contacted a senior member of our Microsoft Store Support 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: 09/01/2023

Complaint: 20520372

I am rejecting this response because:

hello thank you, I look forward to hearing from the specialist. Please do not consider this case closed yet.

Sincerely,

*************************
Business Response
Date: 09/07/2023
Dear *************************,
Thank you for your response. After reviewing your current support request ***********) we see that the advocate has processed a refund but you have not received it yet. As it takes 3-5 business days for refunds to be visible from the financial institution, the advocate asked you to reply back after September 8th if you still have not received it. Please continue to communicate with advocate ***** and we will monitor the support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/12/2023
You TOLD me you would refund me, now you're saying you can't because of a chargeback. YOUR email employees instructed me to do a chargeback. Then my bank reversed the chargeback because they found in your favor. THEN I filed a BBB complaint and you said you'd refund me the remaining amount! Send me a check at least.
Initial Complaint
Date:08/25/2023
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.
microsoft xbox is suspending accounts from communication for frivolous reasons. i was suspended for saying "fck" in a comment regarding my personal opinion of a game. it was not directed toward another user. ********************** is allowed to have games with murder, but saying "fck", literally abbreviating, is crossing the line? laughable. time for a class action lawsuit
Business Response
Date: 09/01/2023
Hi D H,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Account suspension. 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?
Initial Complaint
Date:08/24/2023
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.
Starting in January 2021 the city of ********** ****** requested to collect taxes on internet orders within their city limits and is applicable to orders delivered to city addresses within the ************** code. Many people reside within the ********** zip code of 99705***** who are illegally being charged taxes on their internet purchases. I do not reside within the *************** limits, in fact I reside approximately 7 miles outside of the city limits and my **********************. Microsoft has illegally overcharged me taxes on my Microsoft Family 365 subscription pf $5.50 starting in August 2021. They need to make sure my correct billing zip code is in their billing system to prevent future overcharges and refund my $16.50 of past tax overcharges back to my credit card account.
Business Response
Date: 08/31/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Tax 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: 09/11/2023
Replied to **** *************** Email dated on September 1, 2023 requesting I provide tax exempt certificates. There are no tax exempt certificates to be had as my residence and billing address resides outside of the taxable city limits. Their response was totally inadequate. My next request for relief will be with my state attorney general.
Business Response
Date: 09/25/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business. We have record, that our agent had contacted you and provided you with a tax exempt for the subscription that were charged.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/27/2023

Complaint: 20519515

I am rejecting this response because: I have only received the attached email (Gmail - SIR16113418) and responded that there is no way to obtain a tax exempt certificate when I do not reside within the taxable area of ***************. Additionally there have not been any refunds to my credit card account as of today 09/27/23.

Sincerely,

*************************
Business Response
Date: 09/29/2023
Dear *************************,

Please respond to the email you have received and provide every detail to our customer service agent, as this will help them reach a resolution, please feel free to reach us back at the BBB in case of any issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/02/2023

Complaint: 20519515

I am rejecting this response because: I initially replied to the their customer support Email ************* on 9/**/23, check first attachment. I am attaching their response (Gmail - SIR16113418 - Regarding your Tax Exempt ******) that the request had been resolved and was closed. It seems to me that no one is reading what has already been provided and that their customer service is providing no service at all. Very disappointing!

Sincerely,

*************************
Business Response
Date: 10/06/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, A tax exempt was issued based on the address on your Microsoft account, our agent has resolved the issue based on that information, thus this case was resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/06/2023

Complaint: 20519515

I am rejecting this response because: I concur with the tax exempt status, however no resolution was given as to a refund or credit of $16.50 for illegally collected sales taxes for 2021, 2022, and 2023

Sincerely,

*************************
Business Response
Date: 10/13/2023
Dear *************************,

Thank you for contacting Microsoft via the Better Business Bureau, Taxes are calculated with the address linked to your account, ********** this code is under the 5.5% sales tax thus taxes where calculated correctly, however no refund will be given for the purchases of the last years as a tax exempt has been given, refunded tax $5.5 from last (2023) purchase. Microsoft will now consider this case as closed

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/17/2023

Complaint: 20519515

I am rejecting this response because: 997805-5135 is not within the tax jurisdiction of ***************. I am now forwarding to the ****** ************************ and my state senator and representatives office to inform them of how difficult it is to get a satisfactory resolution from the Microsoft Corporation. If Amazon and ****** realizes that the ************** code is not taxable then it is beyond imagination how Microsoft can think otherwise.

Sincerely,

*************************
Initial Complaint
Date:08/24/2023
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 purchased a new hp laptop computer along with a MS ****** Home/Professional computer program in April 2023. I requested the assistance of MS ****** technical support to load the new $249.98 MS ****** program onto an older hp laptop computer, replacing the MS ****** 365 Professional program. The customer support person got irritated by the fact that the customer did not type as fast as he did and the session was ended shortly after it began. I am a disabled veteran with a terminal illness and as such I do not type very fast. I made several attempts to contact Microsoft to resolve the issue. After several weeks I requested the assistance of a third party, who believed the issue was resolved. It was not, Microsoft overload the new program and the old MS ****** 365 Professional program appeared back on the computer.I started receiving emails from Microsoft threatening to shut my Microsoft program down for non payment. I again reached out to Microsoft customer service where I was having phone calls disconnected being referred to the online customer service Ai or Bot. Once again I tried repeatedly to resolve the issue surrounding a computer program I do not use. This morning I received another threatening email from Microsoft and again I have attempted to resolve an issue that was said to have been solved five weeks ago. Microsoft refuses to comport themselves in a professional manner and does not attempt to reply to any requests for them to call the customer they are threatening. I use my computer to assist me in creating artwork in an effort to manage the stress of living with a terminal illness because I am allergic to the medications used for such situations. Microsoft needs to explain their bad decisions.
Business Response
Date: 08/30/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support 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: 08/31/2023

Complaint: 20517981

I am rejecting this response because: On 27 August 2023, I received the notice seen in the image provided today from Microsoft stating that there was child **** downloaded onto my computer. Let me make one thing perfectly clear, I do not nor have I ever look at, download, or visit any type of pornographic materials. I do not download anything but programs used to operate my computer onto my computer do to the high volume of internet crime. It is ironic that after filing a claim with the BBB last week I received the attached notice on my cellphone from Microsoft. I do not have Microsoft on my cellphone.
I received a voicemail message last evening stating that I should contact ***** at ************** ex: ********, after attempting to contact this individual there is no way to leave a message as the number is not valid, according to the recording provided. *************** is insisting on overriding my paid-in-full Microsoft Program with MS ****** 365 Professional locking up the ability of the customer from using their computer it should noted that committing a crime such as accusing a citizen of downloading child **** is a federal crime and will be reported to the FBI. ******* is more than welcome to inspect any and all of my electronic devices for any such material.
Microsoft has decided to commit a crime because a customer attempting to resolve an issue with the access to a program that was purchased outright finally needed to go through the BBB to possibly find some form of resolution. The issue has gone on long enough and Microsoft needs to do something other than carry out criminal threats against innocent parties. Microsoft is refusing to accept that someone has decided to drop the MS ****** 365 Professional program and in the process taken their bad behavior to the next level.
At this point I would find it extremely difficult to believe a word anyone at Microsoft said. Thank you for your time.

Sincerely,

***************************, MAPsy/CJ; BSCJ/CCM

Business Response
Date: 09/06/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ********* has been working with you on this issue. Upon checking, we were able to confirm our agent is working on this issue with you and that you have a support session scheduled for:
Date: 7 September 2023 (Thursday)
Time: 10 AM 12 PM
Time Zone: Central Daylight Time

Also, we would like to apologize for the threats youve received from scammers. We would like to clarify that these threats arent made by Microsoft. Please dont disclose any type of information,dont click any link and dont provide any type of payment information on any portal,as a legit Microsoft employee will never ask you to do any of these things.Regardless, you can rest assured that our advocates are working on this issue and giving it the importance that this matter requires.

We will continue monitoring your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/23/2023
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.
Purchased an **** laptop in May 2022. It stopped turning on in December of 2022. I contacted **** in which they stated I needed to contact Microsoft as it was under warranty. When calling Microsoft they stated I need to have **** replace the part as they were the manufacturer. Months past with no follow up from **** after multiple attempts. Feb 2023 I was finally able to get ahold an individual at **** who created a ticket to send the computer back. A day later I receive an email stating the drop off locations were closed due to Covid. Today, Aug 2023 i reattempt to get ahold of anyone. Microsoft said they could not help because it was now out of warranty, and **** said the same thing. After explaining I had documentation of reaching out well before the expiration they refused to help.
Business Response
Date: 08/30/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your **** Laptop. Unfortunately Microsoft only services Microsoft branded products, please contact **** to get service of your device as they are the manufacturer.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/23/2023
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 purchased the Microsoft 365 Service in Jan. 2022 To fix a problem with my outlook. They contacted me twice in the first few months and never completely fixed the problem. They knew they were in the wrong so they extended my subscription until Jan. ****. I have emailed them probably ***** times in the last year and have never heard from them. Now in Jan 2023 microsoft completely shut down my computer and lost all my Apps. I had a computer store at least got my outlokk to work, so I could contact Microsoft. I still have never heard from them in over a year. I need a Tech support person with Quickbooks knowledge because that is one of the Apps I lost. I expect to hear back within the next week. I am tired of them not replying back to my emails!*************************** ************
Business Response
Date: 08/30/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support 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:08/23/2023
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.
Bing cashback website showed a cashback offer for purchases made through the edge browser. based on the offer, i made a purchase on cricket wireless website. i am expecting a cashback of $30 for my purchase. i have opened several tickets but its been 2 months but bing cashback does not reply to my emails. merchant: cricket wireless Order Number: **************** Order Date: Jul 1, 2023 4:06:24 AM Order total: $35
Business Response
Date: 08/31/2023
Dear Deepak N,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Cashback. The Edge cashback program, the program offers up to 3% cashback on certain retailers.

To receive the rewards, you must register to the program, follow this link:
****************************************************************************************

As per the cashback for the cricket purchase, we cannot refund you $30 for a $35 purchase as the cashback is 3% of the total order, total cashback will be $1.05.Thank you for your understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/31/2023

Complaint: 20511852

I am rejecting this response because:

I made the purchase when Bing Cashback was offering $10 Cashback on purchases made on cricket wireless on 1-July-2023. They also had a special where they said they would give 3 times the Cashback if we use edge browser. I have given the screenshot in the original complaint. So I should be given $30 Cashback as per the terms of the offer.
they should honor the Cashback rate on the date of purchase and not whats there currently.
Sincerely,

Deepak N
Customer Answer
Date: 09/06/2023
hi my full name is *****************************
Initial Complaint
Date:08/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Microsoft Ads Team,I am writing to appeal the recent suspension of my two Microsoft Ads accounts (G1200057VV and G120001GNS ). I was in the process of setting up the payment method when your system automatically suspended the accounts.To the best of my knowledge, I have not violated any of your policies. The suspension seems to be an error, as I was simply trying to add a valid payment method to fund the accounts. I genuinely believe the case is false positive.I am happy to provide any relevant proof/document needed to verify my identity and demonstrate that I am a responsible advertiser.I also attached the following documents with the mail via Service Request **********:A photocopy of my government-issued photo ID An image of the front of my physical credit card A photocopy of the front page of my bank account passbook I greatly appreciate you taking the time to review my appeal. My intention is to run policy compliant, high-quality ads that provide value to users.I hope that upon review of the documentation provided, you will reconsider the suspension and reinstate my Microsoft Ads accounts.Please let me know if any additional information is needed, and I will promptly provide it. I look forward to your response.Thank you for your time and consideration.*********,*********************
Business Response
Date: 08/30/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing Ads 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
Customer Answer
Date: 08/31/2023

Complaint: 20511485

I am rejecting this response because: Company didnt solved the issue. Just closed the ticket without doing anything.

Sincerely,

*********************
Business Response
Date: 09/08/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We opened a new ticket with the correct team to solve your issue, an agent should contact you soon. On the meanwhile if you wish, visit ************************************************ or call ************ to reach customer support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/14/2023

Complaint: 20511485

I am rejecting this response because: Microsoft ads account [********************* ************] is still blocked.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We are currently undergoing an investigation for regarding your issue, we will maintain the case open until the investigation is complete.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/23/2023
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.
In September 2022, we suspended our Ultimate Game Pass account on our ********************. Every month since then I have been charged $15.89 (September 2022-July 2023). I called Microsoft in May 2023 to have this issue resolved. They were not able to refund the money or resolve it. They said they couldnt find my account (?)This month (08/22/2023) I was charged $18.01 for the same thing. This is frustrating and I want ALL my money back. Hopefully you all can help me resolve this issue!
Business Response
Date: 08/31/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your suspension. We understand your frustration about the current issue and want to make it right, one of our senior customer service agent will contact you.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/22/2023
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.
Microsoft Rewards program (advertising scheme) has stopped delivering promised point rewards for various actions as of 8/19, and is not responding to complaints. This interruption is pretext for resetting various "streak" and "status" bonuses as well. The whole thing now smacks of false advertising, theft by *******, and fraud.
Business Response
Date: 08/29/2023
Hi *******************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your request. In this case Microsoft will consider your complain.
Im sorry for the frustrations that you have experienced.
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 12/05/2023
Microsoft Rewards program false advertising. Program claims to issue rewards "points" after searching with their product (Bing), but those points accrue at nowhere near the advertised rate. Numerous complaints have been brushed off without investigation.
Business Response
Date: 12/15/2023
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 7030030877.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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