Business Profile

Computer Software Developers

Microsoft

Headquarters

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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

5,657 total complaints in the last 3 years.
2,329 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:12/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a digital game upgrade for my son for a game that we play and gameshare via Xbox family. I already owned the Vault Edition of the game on my Xbox. So I purchased the upgrade for his Xbox. It was delivered digitally and we downloaded it. The content it was supposed to provide did not work or show up for my son. We immediately asked for a refund and it was immediately denied and said no appeals. There is no way to contact customer service except through email. This has taken a long time and now they use the excuse ot has been too long. When purchasing this content no where did it say it would not work for gamesharing. Other content we have purchased like this does work for it but not this product. I have called technical service who told me to file for a refund again only to be denied with generic email scripts and no personalized explanation or conversation. I have been scammed out of $30 by a company that is so powerful that they think they can just keep the money and expect to get away with it. If they are unwilling to issue a refund then they need to make our purchase work as they said it will.
Business Response
Date: 01/05/2024
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 7031845131.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/10/2024
A credit was offered to my sons account but it us in the wrong currency and not usable. I've replied to Microsoft asking for help 1 day ago and still no response. I'll wait a few more to see if the can help fix it. If this is corrected then I'll accept the response and close the case.
Customer Answer
Date: 01/10/2024

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. A full refund has been issued after reviewing the details of the issue.

Sincerely,

***************************
Business Response
Date: 01/24/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we are happy to hear that you are satisfied with the resolution provided.

Microsoft Corporation
Customer Answer
Date: 01/24/2024

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:12/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a laptop from Amazon on 12/26/2023 with a subscription to MS 365. They appear to have also taken the additional cost of the subscription without my knowledge. When I received the laptop on 12/28/2023 and activated it, I shortly thereafter noticed that my bank account was changed twice ($69.99 + tax = ***** Twice). When I tried contacting MS they have made it almost impossible to contact someone there and just keep the customer going from web page to web page with no help in truly resolving the issue at hand. This appears to be a fraud attempt from either Amazon or Micro-Soft to scam the customers of their hard-earned money.
Customer Answer
Date: 01/02/2024
To whom it may concern:
I have tried to attached a copy of my banks statement where it shows that double payments have been taken from my account.
Business Response
Date: 01/08/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your M365 subscription charges. We have contacted a senior member of our Accounts & Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031823786.
We see that our support advocate reached out to you via email on January 6, ****. Please reply to her at your earliest convenience.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/11/2024
Good Evening ****************:
I am updating you with a positive resolution (and very prompt) action from Micro-Soft regarding the funds that were taken from my account.
They have refunded my account, and I am appreciative to you and anyone else who took the time to look into this matter. I have written MS letting them know that the case can be closed and considered successfully completed.
Once again, I highly appreciate the assistance provided by the BBB in handling this case so quickly, professionally and promptly.
*****************
Customer Answer
Date: 01/22/2024
Good Evening ******* / Or to any other Party of Interest:
This case has been "successfully resolved" as Micro-Soft immediately returned the extra funds that had been withdrawn from my account.
A MS ************** contacted me via email about the funds and within a day they refunded me my cash.
I am highly appreciative of your Agency's prompt and positive respond to Consumer's Issues and Complaints.
Thank you so much.
VBonet
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Having an issue with a game, ************* 2, not loading and after extensive troubleshooting nothing has worked to fix the issue. Including everything I would be told to try from customer support. I tried to request a refund through them and was denied due to it being outside the ************************************************* regards to a return policy.
Business Response
Date: 01/05/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding refund request for ************* 2. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the GamerTag or Microsoft Account email address associated with the purchase.
If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/07/2024
Gamer tag is ZOMBIE CERBERUS. I did not contact support as I have been a member of the Xbox Community for a long time and I am aware of all the trouble shooting solutions and I have tried them all to no avail. I had a similar issue with Atlas Fallen that customer support dragged along for months before I contacted the Better business bureau. So instead of wasting my time and the time of the customer support team I skipped straight to the BBB after trying to initially get a refund and getting denied even after explaining what was going on.
Customer Answer
Date: 01/12/2024

Complaint: 21075305

I am rejecting this response because: As I have stated previously I have already ran through all possible troubleshooting techniques to no avail. Therefore contacting support would be a waste of my time and that of the support team. I previously tried to request a refund and explain what was happening and was denied said refund with the response it had been too long. If you need to confirm this my gamertag is ZOMBIE CERBERUS and the service request number is **********.
Sincerely,

***************************
Business Response
Date: 01/18/2024
Dear ***************************,
Thank you for your response. We were able to locate your account and have made an exception to provide a refund for ************* 2. You should be able to see that on your account.
Your refund request was previously denied because the request was outside the returns timeframe. Please review this article regarding returns of digital games:
********************************************************************************************************
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/19/2024

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:12/31/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I'm disappointed that I have to take more time away from my family on Christmas day to write an email about my disappointment with XBOX. See I decided to buy my son an Xbox Series X for Christmas. What a HUGE disappointment it turned out to be. I purchased the console with Diablo IV from Target on 11/19/23. Thankfully I did purchase him a couple of other games and the game pass or he would have had NOTHING to play!Upon setting up the console this morning we discovered the "free game" Diablo IV was not on our console and dealing with your customer advocates for over 3 hours this morning....yes by all means pull the calls. The calls went out to ************. I got nowhere!!!!! The first call I spent almost an hour on and the advocate hung up on me. On the 2nd call, the agent was so unsure of herself that she was stuttering on the phone, I finally was able to reach a supervisor named "****" after asking about 15 times to speak with one. I offered several suggestions for resolving the matter. The supervisor was adamant because I bought the unit from Target there was nothing he could do.I jumped through all the hoops they asked me to do, such as troubleshooting, and sending pictures of the console box, and pictures of my receipt which you will also find attached to this email for your records. I FEEL like I was treated like I'm a thief trying to get a FREE $42 dollar game, which I have already paid for and have already proved that I purchased. I asked him if there was something like XBOX bucks that could be added to my son's profile in the amount of the game.I was told no!! Way to go on ruining a special needs 9-year-old boy's Christmas today! The customer service sucks!!! I have never in my life dealt with such uncaring rude people!!! Heck, they don't even tell you when they are going to place you on hold, they just do! The executive team has spent this whole week play games via email. Still no resolution!!!!!!!
Business Response
Date: 01/08/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the game Diablo IV not being available on your new console. We understand you purchased the Xbox from Target and have been trying to install the game since Christmas. We are sorry to hear this has been such a frustrating ordeal.
Upon reviewing your complaint and recent service request (**********) we see that one of our support advocates has been in communication with you regarding this matter. Please continue to work with the advocate. They have many questions and will request information to help you toward a resolution. We will monitor the support request to ensure it progresses as expected.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/08/2024

Complaint: 21074861

I am rejecting this response because: I have dealt with your support team since 12/26/23. I got so frustrated and my son was so disappointed I took the console back to target for a refund. I got absolutely nowhere with them!!!! I will take this further I will go to the attorney general with this. I now demand a refund of $60.96 from Microsoft immediately for lost money that I spent on ultimate game pass that my son will not be able to use since we no longer have the Xbox. You know what as a billion dollar company why dont you send my special needs 9 year old son a new Xbox with an apology!!!!
Sincerely,

*******************
Business Response
Date: 01/17/2024
Dear *******************,
Thank you for your response. After reviewing your current support request (**********) we see that the advocate is scheduled to phone you January 17th. Please be prepared to share the game code you received with your Xbox. You can expedite the process by emailing it to the advocate.
We will continue to monitor your support case.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/31/2023
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 purchased a compute game called "Minecraft" some years ago.Recently when attempting to reset my password I found that Microsoft purchased the company/game. They then required all owners to perform some sort of migration request by some arbitrary deadline, and those that did not complete these steps were disabled.I never received notice of these changes nor the deadline. The terms of service I agreed to when purchasing the game do not allow them to arbitrarily remove my access.I reached out to their support team, (ticket # *******) who stated that because I did not complete the instructions (that I never received) by the deadline (that they set and was not in our terms of service) that I could no longer use the game and would have to repurchase a game I already paid for.I am seeking to have my account reinstated or a refund issued.
Business Response
Date: 01/05/2024
Hi *********************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account access incident and game issues.
After further review of the account ********************* we could see you could access.
If you need further assistance with the game, please feel free to contact Xbox support team at ***********************************************************
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/05/2024

Complaint: 21074318

I am rejecting this response because:
I am unable to sign in. Despite this response saying that I should have access, the customer service reps ******* #******** stated that I missed some deadline and must repurchase the software. Stating that I should have access does not resolve this complaint as I already know that I *should*. But the software and the customer support team both disagree and will not provide access.
******
Business Response
Date: 01/12/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please contact Minecraft Support for further assistance with this case.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/12/2024

Complaint: 21074318

I am rejecting this response because:
As requested I contacted Minecraft support (via the minecraft website). The new ticket, *******, was immediately rejected and stated the migration was closed and that they could no longer assist. I also attempted to contact Microsoft support from the Microsoft website and was redirected to the xbox support site. When attempting to contact support there there was no option to submit a support ticket. I attempted to answer the questions through the support wizard and was directed to either contact a gamer in the community or post on the community forums, neither of which are appropriate places to discuss account issues. There was an option for phone support which was listed as "unavailable".

Sincerely,

*********************
Business Response
Date: 01/23/2024
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please contact Minecraft Support for further assistance with this case.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/31/2024
After working through my attorney general, Microsoft has restored access to my account. This matter can be marked as resolved.
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I am contacting you regarding my Xbox Elite Wireless Controller Series 2 with serial number ************** (my gamertag is BTFan). This is the second Xbox Elite Wireless Controller Series 2 I owned that had the stick drift issue. The first time I had this issue, I was told to send my controller in and wait for the replacement. To my surprise and disappointment, the replacement controller I received was in terrible condition. It looked used and the buttons were sticky. I had to send it back and get a replacement yet again, but the SAME thing happened! I had to go through this 3 times until I finally got a good controller.So this time, I want to avoid this. I called Microsoft to see if there is a different solution for this issue, so that I can make sure the replacement will be perfect. However, no one is able to help. I asked to speak to a supervisor on December 28 2023, and waited an hour, just to be told the supervisor is "in meetings". I was told they would call me back, but no one did. Today, on December 29 2023, I called again and was told that I am unable to speak to a supervisor. So after being an Xbox customer for over 15 years and spending thousands of dollars on Xbox, including 280$ on this Xbox Elite Wireless Controller Series 2, I'm not even allowed to speak to a supervisor? Xbox is treating me like garbage and I will make sure that everyone (friends, family, and the public) will be aware of this on social media and on the internet. Xbox refuses to take any accountability for sending broken refurbished replacement controllers, and when a customer tries to find a better solution, they are LIED to and told they will get a call back, and then after 2 hours on the phone, I am told I am not even valuable enough to speak to a supervisor. This is the last time I ever purchase any Xbox accessories.
Business Response
Date: 01/12/2024
Dear Aviv Attias,
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: 01/12/2024

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,

Aviv Attias
Initial Complaint
Date:12/31/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I came home from work on 12/28/23 to play my Xbox and I was told I was locked out and needed to verify my two-step authentication with the only option to verify this being a phone number from 5+ years ago that I no longer have any form of access to. I signed up for their loan for an Xbox Series X about a year ago where Im provided their live service and ultimate game pass and pay for my Xbox all in one bundle for $41 a month for 48 months and I seen have 38 months left but they will not let me have access or accept the information in my forms to validate its me even though its all legitimate information and claim there is nothing they can do besides verify the number that again, I have no access to. This leaves me paying $900 more dollars for multiple years for a service they claim they can not provide. I also have 15+ years of digital downloads, roughly $5000 in games Im locked out of that Ive purchased directly through their store. I want access back or to escalate but they claim I cant escalate any further. If this is not possible, I seek a refund for every purchase Ive made that Im not allowed access to. In the photos you can see it leads me to the form they will not accept. Please help me, I would appreciate it so very much!
Business Response
Date: 01/05/2024
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 7031829010
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/12/2024
Hello, my apologies for not catching the 1/5 email in time. However, I never did receive a call from anyone at Microsoft as stated they would in the email above. I would still like to be able to talk to somebody. Thank you.
Business Response
Date: 01/23/2024
Hi *****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account issues.
After further review of your case 7031829010
We stand with the response provided.
For future issues, please visit Microsoft.com.
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/23/2024

Complaint: 21073880

I am rejecting this response because:
I try to call Microsoft but they hang up on me after putting me on hold at multiple times for over an hour each time. I even asking not to be hung up on again and immediately was hung up on. It appears Ive been blacklisted. Surely this cannot be acceptable?

Sincerely,

***** *******
Business Response
Date: 01/31/2024
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account issues.
After further review of your case 7031829010
We stand with the response provided.
For future issues, please visit Microsoft.com.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:12/31/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I reset my password with Microsoft, but am still unable to access my email. I am blocked and when you try to contact a live person, you simply CANNOT. The company has left me unable to access extremely important information. I have spent hours trying to access my account and in the interim, I found that MANY other people have encountered the same issue. This is absolutely horrible customer service. I need to have a representative contact me immediately to resolve this serious problem!
Business Response
Date: 01/05/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031835273.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/31/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The account is not set up correctly and the games are not working.
Business Response
Date: 01/05/2024
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 7031840017.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/15/2024
This is not resolved and now they have locked my account and made my son's not work either.
Customer Answer
Date: 01/24/2024
I need help getting my account to allow my son's (child) account to work on his Xbox. But now they have locked my Microsoft account for no reason which has made things even more difficult. My son cannot access new games because of this for weeks. There is literally no phone support and the chat/email options are worthless and incredibly time consuming if they are even an option. When trying to contact, it mainly makes you read forums instead. I want a phone call to sort this all out.
Business Response
Date: 01/31/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request 7031840017,we see that our Tier 3 advocate ****** had been working with you on this issue. Please reply to their last email if you need further assistance.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/03/2024

Complaint: 21072918

I am rejecting this response because: nothing has been resolved. They literally keep sending the same response in the email with no fix. I have filled out their questions multiple times when nothing was ever wrong with my account and shouldn't have to be "verified"! At this point I just want refunds on all my son's games on his Xbox so that we can delete everything and create a new account. This is absolutely ridiculous.

Sincerely,

*****************************
Business Response
Date: 02/09/2024
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. Please reply to their last email if you are requesting a refund so your request can be validated. In addition, if there has been a final resolution regarding the account, we are not able to take further actions, Microsoft takes security seriously and we have specific processes to validate if a customer can get access to a specific account, if a resolution has been provided, we will not be able to change that decision.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/13/2024

Complaint: 21072918

I am rejecting this response because: there has been no solution given. I need to actually speak to someone, not email, to get this taken care of now. This has been literally MONTHS of not working!

Sincerely,

*****************************
Business Response
Date: 02/23/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request 7031840017,we see that our Tier 3 advocate ****** had been working with you on this issue.Upon checking, I was able to confirm this case was closed as a resolution has been given, please be informed that the resolution was provided after following security policies and we cannot bypass that resolution.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/26/2024

Complaint: 21072918

I am rejecting this response because: there has been no resolution. The same response just keeps being said over and over. I want refunds on all purchases from the Xbox and my free trial reinstated for a new account.

Sincerely,

*****************************
Business Response
Date: 03/12/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** had been working with you on this issue. Upon checking, I was able to confirm this case was closed as a resolution has been given, please be informed that the resolution was provided after following security policies and we cannot bypass that resolution.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/12/2024

Complaint: 21072918

I am rejecting this response because: literally nothing has been done to help. No contact or solutions.

Sincerely,

*****************************
Customer Answer
Date: 03/19/2024
Because my account is still locked, I am now unable to access my laptop fully because it was signed into my Microsoft account. This laptop is only a couple months old and I use it for all of my son's and my virtual Dr visits which are tomorrow and Friday. It is stuck on a screen asking for a bitlocker recovery key which can only be gotten from your Microsoft account - which I cannot access. I have contacted Microsoft and they are saying my only option is to bring it to a technician who can wipe my brand new computer out and restart it. I am absolutely not going to be responsible for paying someone to have to reboot a brand new computer because of this unresolved account issue! This is absolutely ridiculous that I cannot use my own property now which is very much needed!
Initial Complaint
Date:12/31/2023
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 can not copy my documents in MS ***** There is an error stating: Action required. We've detected a one-time purchase license. This license can be used with ******************** Office activation and the Mac App Store... Why is Microsoft holding me hostage & telling me to buy something new to copy my old documents? Microsoft is unreachable by ********* am inoperable.
Business Response
Date: 01/05/2024
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 7031844365.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/13/2024
January 12, 2024
Microsoft is a work in progress. I still do not have functioning as it was, although Microsoft is amenable to working with me.
Microsoft stated that the problem was a fault of Apple, with mac uploads.
However, both Evernote & Epson printer & others constantly advise of downloads to fix any problems emanating from any Apple update.
Microsoft obviously did not do this, and caused many hours of problems and non-functioning, as well as being inaccessible.
I have no idea why Microsoft can not reach me by phone. ******** has tried to fix the situation but also does not know why Microsoft can not reach me.
Also, I would like to know the following:
1). Are all the documents in MS **** in documents on my mac?
When MS**** was not working, I used WPS Office temporarily.
2). How can I get these documents onto MS ****?/

Most importantly, I will not know until Jan 29 when we are back in NY if my other mac is synching.
I am most worried because Microsoft has said they installed a one party app.
Please do NOT close the case at this point.
Thank you,
*********************************
Business Response
Date: 01/25/2024
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, as the communication sent by the agent, the issue may come from the software update on Apple, please contact them to get better support.

Microsoft Corporation
Customer Answer
Date: 01/25/2024

Complaint: 21072844

I am rejecting this response because: the response from Microsoft is ludicrous at best. First of all, MS knows that Apple does not work with third party apps. Secondly, of course Apple makes improvements or changes. Microsoft knew that when it sold me MS ***** It is Microsoft's responsibility & obligation to do as Evernote, Fantastical Epson & others to keep MS **** compatible. It is not that they can't- it is that they want to force me to upgrade & spend more money to keep WHAT I HAD & HAD PAID FOR. I am waiting to see if my ** mac will STILL sync with my NY mac when I return on Sunday. If not, I will expect Microsoft to install something that works for both.

***********************************************************
Business Response
Date: 01/31/2024
Dear ************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your frustration on this issue, however this issue may be other than a software problem with MS **** and other apps and can be related with an OS update, if you are still in communication with one of our agents please keep working with them or reach back and we will open one more case on your behalf.

Microsoft Corporation
Customer Answer
Date: 02/07/2024
That is not true. I answered on 1/25/24.
Complaint: 21072844

I am rejecting this response because: the response from Microsoft is ludicrous at best. First of all, MS knows that Apple does not work with third party apps. Secondly, of course Apple makes improvements or changes. Microsoft knew that when it sold me MS ***** It is Microsoft's responsibility & obligation to do as Evernote, Fantastical Epson & others to keep MS **** compatible. It is not that they can't- it is that they want to force me to upgrade & spend more money to keep WHAT I HAD & HAD PAID FOR. I am waiting to see if my ** mac will STILL sync with my NY mac when I return on Sunday. If not, I will expect Microsoft to install something that works for both.

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