Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:08/20/2023

  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.

  Sent my Xbox in for a technical warranty repair and I received my Xbox back physically damaged. Every time I call in or email I get a run around explanation that its still be investigated. All of my photos correspond to when I called in and emailed in without any response. I started the investigation on 08-05-23 and the lady said she escalated it that day and said Id get an email that day, I didnt. I waited until the 8th and called back in and they said the investigator would reach out that day, and I didnt receive an email until the next day. Called several times after that and it was the same run around and no one would let me speak to a supervisor. One supervisor did tell the worker he would call me that day on the 15th and he never did. I call today and the girl kept saying controller and I asked why she kept saying that. Then she proceeded to say the investigators report says they were disputing my claim Because it isnt under warranty. I fought with her about it because my CONSOLE is under warranty. She then comes back and says something about replacing it and I asked for a supervisor. So Manager ***** gets on the phone and ** upset at this point. She laughs and I said I dont know why youre laughing, because this isnt funny to me!. Then she scoffs under her breath and I told her how unprofessional that was. She then tells me that I had to start a new repair claim to start an investigation all over again. They apparently were on the wrong device the whole time after I gave them the console information numerous amounts of times! The repair info is even in their system! I want this issue corrected and I want to be contacted over the phone to someone who oversees the support line that IS NOT an Xbox support manager. This is the most ridiculous and stressful situation I have dealt with like this. I am completely over it and refuse to be scrutinized over someone elses wrong doing. I want to be called so I can explain everything I cant type on here.

  Business Response

  Date: 08/24/2023

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

  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding Xbox warranty issues and replacement request. Based on the previous case ********** your case is assigned and being worked.
  
  Please reach out to the person who is working your case and asked for further updates or assistance if your issues is not resolved yet.
  In case the device is out of warranty if you wish to replace it you should pay the fee for the replacement and if this is under warranty you should get the replacement depending on the condition of the items.
  
  You can check further details in the warranty plan by visiting Microsoft replacement warranty and read in which case you can be eligible or not
  Hardware warranty, services, and repair (microsoft.com)
  ( ********************************************************* )

  Sincerely,?
  Microsoft Corporation?

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20496450
  
  I am rejecting this response because: I am writing in because nothing is being done! They messed up by investigating the wrong device and wanted to dispute my claim because it was out of warranty, Just like you are doing now! It isnt for the controller! I sent my Xbox series X CONSOLE in and it is damaged, like Ive been saying this entire time. Even you arent seeing that! The messed up and I want it corrected. Now they want to act like nothing happened and start an investigation all over again? Also, how can I reach out to the person handling my case if they NEVER respond to me?? This is the same type of c*** Ive been dealing with this whole time. You guys need to get your business together and recognize you made a mistake and just freaking own up to it. I want to know how this is going to be handled and how will I be compensated for the stress and waisted time dealing with you morons??
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/30/2023

  Hi ************;
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox issue. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is **********   
  Sincerely,? 
  Microsoft Corporatio
  
  

• Initial Complaint

  Date:08/19/2023

  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 son ordered 2 online subscriptions from Microsoft and the company will not cancel those subscriptions. I have called all the phone numbers I could find, and no one answers. The phone message just directs you to a website. There is no way for me to cancel the subscriptions on the website. The website gives directions that are unclear and unable to be followed. Even after my bank filed a dispute and resolved it, Microsoft resumed billing. I need them to cancel both subscriptions and stop billing me and also refund me, as they have blocked me from canceling since April 2023. Shame on them for making it impossible to cancel. Such crap! The reference numbers are: *********************** and **********************. The phone numbers that they dont answer are: ************ and ************. Thank you!

  Business Response

  Date: 08/29/2023

  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: 08/31/2023

   
  Complaint: 20495965
  
  I am rejecting this response because:

  Microsoft has failed to address the issue and continues to employ looping tactics that make it impossible to cancel subscriptions. I just sent them the following email, for the record:

  Hi *****,
  
  Thank you for your help. I need these charges on my credit card to stop. My son created the accounts. I dont know what email account he used. Possibly ************************* I cant log in. Ive tried. Many times. Ive called. Many times. Ive read instructions on your website. Many times. Ive looked on online forums for advice. Spent hours doing that. I filed objections with my credit card company over and over. I just got billed yet again so Im about to file 2 more.  I resorted to a BBB complaint. Im wondering if thats what finally got a reply (you didnt say). Although I will say, by reading your email, my concern is that your company will continue to employ the same looping tactics, by telling me to go online to log in when Ive already said that I cant. That is simply not acceptable. Thats why the BBB complaint is very well-deserved. Shame on Microsoft! I provided the unique numbers you put on my credit card bill when I submitted the complaint. I am attaching screenshots from my credit card bill. They have all the information your company has provided to me. How can that not be enough??? 
  
  Please cancel both and credit me back.
  
  Sincerely,

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

  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 the case remains active. We also confirmed our advocate is waiting for your response to be able to continue helping. Please get back to our agent so they can determine a resolution.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20495965
  
  I am rejecting this response because: Microsoft has not cancelled either of the subscriptions, and has not replied after I again provided them with the information they said they needed. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/25/2023

  Dear *******************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** has been working with you on this issue. Upon checking, we were able to confirm our agent removed your payment instrument and turned off auto renewal. The case has been closed as theres no further action we can take regarding this case.
  
  Considering this information this complaint is now closed as theres no further action we can take. We wont answer further concerns regarding this matter.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:08/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Microsoft account has been hacked and customer service is nonexistent. Within the span of 30 minutes, hackers removed my primary email, recovery email, changed the password, and added their own email. The only way to recover is through the use of an outdated recovery form that is fully automated. After several unsuccessful attempts, I finally got one through only to be denied because they claim my account was created by my ISP. My Microsoft account has nothing to do with my ISP. I have records of several different services used within the Microsoft ecosystem, evidence of all of the fraudulent changes to my account as well as fraudulent purchases, and there is no way to present this evidence or recover my account. Between my subscriptions, games, and other affiliated accounts, this is a loss of hundreds if not thousands of dollars because there is literally no customer service available to verify my identity.

  Business Response

  Date: 08/25/2023

  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: 08/30/2023

   
  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.
  
  *********,
  
  *****************************

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been attempting to cancel my subscription for days. They have no way to speak with a customer support person and refuse to contact me

  Business Response

  Date: 08/29/2023

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

  
  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit  ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

  
  Sincerely,

  
  Microsoft Corporation.

• Initial Complaint

  Date:08/18/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Microsoft Rewards account lost its "daily set" streak & this happens quite often, due to bing.com not functioniNg properly 100% of the time. My access is limited the day after a streak is broken, not allowiNg me to see the three Tasks/Activities that required completion the day prior, so I can`t even confirm whether or not I did at least 1-2 of the tasks to prove that I most likely did do the 3rd task, makiNg it impossible for me to prove their systems/sites wrong, although through their confirm8ion (confirmation) I`m sure they can iNform the customer of whether or not they completed 1, 2, or 3 tasks/activities that day, & if the person did 1-2, that means the site might`ve glitched on the 3rd task, or one of them iN general. (You have to complete 3 tasks/activities daily to complete a "daily set" which adds to a streak). But when their site(s) have issues w/ loggiNg iN, stayiNg logged iN (& loggiNg out) it isn`t guaranteed that it`s my fault that my streak was broken, & w/ me beiNg unable to analyze the tasks/activities for the daily set from the day prior, I can`t present a defense to my perspective, which is that I most likely, almost can guarantee that I did all 3 tasks, & it`s the site &/or account that glitched, not showiNg 1 out of the 3 as complete, even though (I probably) did all 3. Every siNgle time I contact Microsoft Rewards support (or even Xbox/Microsoft iN general) they always ask for unnecessary screenshots, completely disregardiNg my concern, & disrespectiNg me, makiNg me feel like they can`t trust my word & trust me as a customer, furthermore, their ********************** shouldn`t be SOLD or be open to the general public if they aren`t upd8iNg (updatiNg) & fixiNg their services/products to favor the customer, their needs, & also to ensure that their services/products aren`t beiNg manipul8ive (manipulative) to ones braiN &/or memory...

  Business Response

  Date: 08/28/2023

  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: 08/29/2023

   
  Better Business Bureau: Although they should be more structured & stable, universally across all of their services, & should be payiNg closer attention to every corner of their services, because they effect the iNterN8ional (iNterNational) communities... I`m a customer of 17+ years... I`d expect better of them... 
  
  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:08/18/2023

  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.

  Xbox's new strike system is ridiculous. If it was only for being toxic to other people, i'd get it. But being told that i can get banned for SWEARING in a PRIVATE party chat with my FRIEND as jokes? That hurts no one and there's 0 excuse i should get in trouble for having fun with just my friend. This system is horrible and Xbox needs to edit it like, immediately.

  Business Response

  Date: 08/22/2023

  Dear ***********************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned Xbox account and the new strike system. When you created a Microsoft Account you agreed to the Microsoft Services Agreement. If you did something to violate the Agreement your account can be temporarily suspended or permanently banned. 

  Please review this link for a better understanding of types of behavior that can cause your account to be suspended or your console banned: *************************************************************************************************************************************************************************************

  We welcome your feedback here: *******************************************************************.

  Please let us know if we can be of further assistance. 

  Sincerely, 

  Microsoft Corporation

• Initial Complaint

  Date:08/18/2023

  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've been put into a server I didn't give consent to.. and I'm playing games with people that watch my play style everyday and counter react to them I've been with you guys since 2006.. everyday thing I do gets stolen been I'm a pro gamer. I'm looking for answers before I take things to the next level. It's starting not to be fun because everyone I play with cheats when they lose.

  Business Response

  Date: 08/25/2023

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/18/2023

  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 Tuesday 15 August 2023 was advised by Microsoft that my various Microsoft (MS) accounts using the email **************** as a sign on have been blocked/locked. Multiple attempts via emails and the automated systems have not provided any resolution or further information of any kind.There is no way to discuss this matter with a live person and all automated resources are useless and I receive no responses. I use the email account for archival purposes and all home automation and security devices. Needless to say I have no access to my email or all other MS *********

  Business Response

  Date: 08/23/2023

  Dear *********************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your blocked Microsoft Account. We have reached out to our Online Safety Team on your behalf. They will reach out to you at the email provided in this complaint to work toward a resolution. You should be contacted by them within the next few days. 

  Please let us know if we can be of further assistance. 

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this Microsoft "Proposed"  resolution is satisfactory to me.
  

  This is a proposed resolution.  Sincerely doubt Microsoft will adequately carry through.

  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/18/2023

  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.

  8/18/2023 My microsoft rewards account was suspended. I have had this account for at 15 years. There is no explanation. I have done nothing untoward. I have been unable to get a hold of anyone to answer the how or why. I have filled out the proper forms. This is ridiculas

  Business Response

  Date: 08/23/2023

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

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding Microsoft Rewards account suspension.

  We requested further review and assistance as to your issue.
  We will update whether via email or via Better Business Bureau about the outcome.

  Sincerely,?
  Microsoft Corporation?

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20490428
  
  I am rejecting this response because:

  Looking into is a step, but not a solutions.  What happened and Why?

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/30/2023

  After review, we regret to inform you that your Microsoft Rewards does not conform to the Microsoft Services Agreement governing the Rewards program which you accepted when joining. 
  Our research indicates that you or your Microsoft Rewards account has engaged in one or more violations of the Microsoft Services Agreement, which may include, but is not limited to: 
             Maintaining more than six (6) user accounts per household; 
             Opening more than one (1) user account per individual; 
             Residing outside of the regions listed in Microsoft Rewards FAQ 
             Providing inaccurate account information, including your true first and last name, your complete and accurate mailing address, a working phone number and your email address; 
             Using a service intended to confuse your true IP address or your location; 
             Using a bot, cheat code, macro or other automated method to participate in Microsoft Rewards; 
  As a result, your orders have been cancelled/ your Microsoft Rewards accounts have been closed, any points accumulated in your accounts have been voided, any pending prize orders have been cancelled, and you're disqualified from participating in Microsoft Rewards.  
  

  Sincerely,

  Microsoft Corporation

  
  

• Initial Complaint

  Date:08/18/2023

  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.

  I made an online purchase of a computer from Microsoft Online on July 19, 2023. Subsequently, on July 25, 2023, I submitted an online return request due to the computer experiencing overheating issues.The proof of delivery was documented on August 2, 2023. I contacted a representative from Microsoft regarding the issue of not receiving my refund. As of August 18, 2023, I have not yet received the refund amount of $1638.80, despite proof of delivery Tracking Number 1ZW8597X9019252259

  Business Response

  Date: 08/24/2023

  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: 08/25/2023

   
  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,
  
  *******************