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

5,351 total complaints in the last 3 years.
2,123 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:08/17/2023
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.
My account was banned or suspended do to fraudulent activity i think. I tried to fight it and show proof I'm saying who I am and they denied it. I want my account back I have spent over $1000 on games.
Customer Answer
Date: 08/21/2023
Have they not responded or anything?
Business Response
Date: 08/29/2023
Hello Valued Xbox ****************************************************************** you for utilizing our Case Review appeals system to learn more about this accounts suspension.

This account was banned for harassing other players through written or verbal communications on Xbox Live. Harassment encompasses a number of situations, including, but not limited to:
Threats of death, harm, property damage, or any other acts of violence or vandalism
Verbal and text abuse, profanity, stalking, or griefing directed at other players
Extortion or coercion
Trolling
Network interference, disruption, or manipulation
Libel, defamation, or slander
Display or transmission of another users personally-identifiable information
Abuse of the Xbox Live chat or messaging systems
Text, images, or links that depict ****** or are sexual in nature
Depictions or descriptions of real-life violence or excessive violence/****
References to hate groups, terrorist organizations, or notorious figures
Inflammatory text, images, or links directed towards specific demographic groups
Spam messages or posts that disrupt the social experiences of the service
We feel strongly that all gamers deserve to be welcomed, respected and supported. No matter who you are, where you come from, or how you play, everyone deserves an enjoyable Xbox Live experience. If the actions of others result in a player feeling unwelcome or unsafe, the entire community is affected. Even if the behavior was intended simply as smack talk, when such language can abuse, demean, or otherwise cause genuine offense its no longer smack talk, but harassment.

For more information on why we care about Harassment, please refer to our Stay Safe page on the topic! (
*******************************************************************).

To learn about the length of your current suspension, please visit our website (****************************************************).

Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.
You can submit a case review from your end.

Thank you,

The Xbox Safety Team

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a windows 11 product key and it does not work. I have exhausted my attempts at contacting microsoft about this but due to their AI chat bots and no ability to speak to a real human I am unable to get refunded or even get any help with this matter. there is zero customer support or help. I would like to be refunded for my purchase of ****** US dollars.
Business Response
Date: 08/22/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/16/2023
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.
Charged for a bunch of movies that I did not order. There is at least 1 movie in which I purchased and then charged a rental fee for. When attempting to correct the issue, I was told I purchased 2 different products. Then was told to go on the website rather than my console to see the difference. The only difference was that the web wanted me to order the movie again, in which the guy on the phone wanted me to click on that. 1. I would never rent a movie I own and 2. I OWN THE MOVIE!There are roughly about 20 fraudulent charges based on rentals or purchases or roughly 100 dollars. I either want a full refund or a credit for these charges.
Business Response
Date: 08/23/2023
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: 08/23/2023

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,

*****************************
Customer Answer
Date: 08/28/2023
No one ever reached out to me and they just sent me an email indicating that they close the ticket number they sent over without any further explanation. That is not an acceptable response NOR what was agreed to.

Please reopen complain
Business Response
Date: 09/01/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. After reviewing your complaint, we see that our Tier 3 advocate ********************, has been working with you on this issue. She sent the third email, but you did not respond. Please contact her to proceed with a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/06/2023

Complaint: 20481732

I am rejecting this response because:
I dont know who that person is and have never been contact by such a person for you to claim that someone has been working with me on it
Secondly i received an email a couple days after the first time I accepted this canned response, indicating my case was being closed and to provide feedback again NO ONE CONTACTED ME, after the first time you had stated someone was going to reach out.
So either have someone reach out to me and I will accept your response or dont in which I will file a fraud claim against you through my bank and get the money refunded that way. Your choice but about to esclate it especially after this pathetic attempt to lie about someone contacting me.
So no this response is rejected until SOMEONE ACTUALLY CONTACTS ME

Sincerely,

*****************************
Business Response
Date: 09/19/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. In this case please contact the agent assigned to your case for a better investigation.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft and there products do not work at all; in addition they offer 0 support and no one picks up the phone!!!!! I spent hours working on a project and saved it multiple times, only to find out that the application was not saving correctly. This is not the fist time this has happen and I need the money I spent on this application fully refunded!
Business Response
Date: 08/23/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. We understand your frustration about the current issue and want to make it right, Please confirm the apps that are not working properly to investigate your account, or if you wish we can open a ticket on your behalf with our Tech support team to receive support on the applications.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/16/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Xbox Series X console from our local ******* in ******************* on May 1st and the disk drive stopped working after a month and none of the games on disk work. I called regarding this issue and was told I would receive a "refurbished" console if I sent the one I purchased back. They also wanted me to pay for the shipping and packaging of the unit that has a 1 year warranty on it. ******* had a policy that they will not take electronics back after 14 days so I was unable to exchange it for a new console. I am seeking help in recieving a NEW console as this console had issues from the get go. My son also purchased an Xbox Series X and his disk drive also dies after a couple months. So there is obviously a manufacturing issue with these consoles and Microsoft is just expecting the consumer to eat the loss. The customer support *************************** since covid has been horrendous and basically useless. They won't help anyone unless they get money out of them or it doesn't cost them anything.
Business Response
Date: 08/22/2023
Hi *****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox issues.
After further review, we found you have recent case ********** if you have not received any resolution so far, please let us know and we will create you a new ticket for assistance.
Please share with us the serial number of the console that *** help us see further.

Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:08/16/2023
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 have a complaint against Microsoft for unclear billing. I have no idea what they are doing. They claim to be sending me email. They are not. I got a call from Capitol One (why? I'm not sure) from what I understand Microsoft is passing the buck to Capitol One. Which has nothing to do with this. Emails are bouncing back. I just want a refund and my account billing to be adjusted. I don't know what Microsoft is doing.
Business Response
Date: 08/23/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/16/2023
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.
I have been calling since june about the fact that my calender is blank in outlook 365 using windows. i have talked to multiple customer service agents and they have not been able to resolve it. it once worked for a few days and then reverted to blank again. it is next to improssible to reach someone to resolve this issue as they wont allow me to speak to a manager and several of the people i spoke to do not speak english clearly. Here is a list of all the time i have called. they keep closing my issue and saying that it is resolved when it is not resolved. Sometimes i have been on the phone passed back and forth between people for over 3 hours without resolving the issues. ?************** , has been a problem since june. last call back was non function (#**********)Service request opened8/16/2023 at 10:45 AM blank calender , has been a problem since june. last call back was non function ?calender is still blank. has been a problem since june 2023 (#**********)Service request opened8/16/2023 at 10:40 AM calender is still blank. has been a problem since june ?calendar blank (#**********)Service request closed7/12/2023 at 09:55 PM calendar blank ?schedule is empty (#**********)Cancelled7/9/2023 at 05:24 PM schedule is empty ?Calendar (#**********)Service request closed6/28/2023 at 03:07 PM Calendar ?calender disappeared (#**********)Service request closed6/28/2023 at 02:17 PM ******** disappeared ?calendar disappeared (#**********)Service request closed6/28/2023 at 01:55 PM calendar disappeared ?calender disappeared (#**********)Service request closed6/28/2023 at 01:46 PM ******** disappeared
Business Response
Date: 08/21/2023
Hi ********,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding Outlook issue.A senior member from the Microsoft technical 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: 08/22/2023
Someone contacted me to make an appointment and agreed to call me at 10am today august 22 2023

No one called
Business Response
Date: 09/11/2023
Hi ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Outlook issue. As to the case number **********
We found you were assisted in case this is not true, please feel free to reply to our senior via email.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/16/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On August 10th 2023, I got charged for an XBOX account that was my son's account. I have gotten charged every year and have found no one that can help. the "XBOX support" line hangs up on me (computer generated). The "Contact Us" button suggested by XBOX is unable to understand my statements and a computer generated response comes up that it doesn't understand and "Rephrase". I have been charged for this for years and every attempt I have made has not worked. And XBOX only gives refunds to other countries. Enough is enough. My son is now in the Air Force and is a home owner. He does not and has not played xbox. Before his deployment last year, he canceled his account AND I am still getting billed. All you have to do it look at all of the complaints online! This is a scam and yet there is nothing being done. I want XBOX to stop charging my credit card!!
Business Response
Date: 08/23/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. We understand your frustration about the current issue and want to make it right, Please confirm the order number of this last purchase to start an investigation to find the charges and stop them.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/16/2023
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 was wrongfully banned by Xbox back after being hacked multiple times. I would give the exact time frame but the enforcement action is no longer shown on my account and they just updated to a strike system so Ideally my suspension lasted way longer then their 8 strike 1 year of ban policy and I was only ever given 1 strike before being permanently banned so the question is that can my ban no be changed to no longer being permanent even if its set to a year from writing this since the new system as I don't think its fair to be banned permanently and it still be there with the enforcement changing to strikes instead of singular bans and permanent not even being a list ban option anymore. the enforcement page for my banned account not having any active suspension but being permanently banned below.
Business Response
Date: 08/22/2023
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:08/16/2023
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 called Microsoft for a replacement for my broken device and it's been three weeks that I have been waiting for a replacement. I sent my package via *** to their return center which then they sent it back to sender for some unknown reason. I am from ****** and the package got delivered to ******* Microsoft (one of the biggest companies in the World) is not cooperating with me, as a 20-year-old student, currently in school with no laptop. I called Microsoft a dozen times and they just keep transferring me to other departments without concrete information. I am tired of waiting, I just was my laptop back. Attached are the drop off receipt at ***, the label used, and proof of purchase.
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 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

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Microsoft is NOT a BBB Accredited Business.