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

5,348 total complaints in the last 3 years.
2,130 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:08/12/2023
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.
I recently have had id theft issues an try to close email it maybe what was compromised yet i find no contact number an the email linked as back up i nolonger have i was looked from it. It tells my to add phone to get code i must wait 30 to 90 days to close. Due to even bank issue an personal info i feel unsafe i try log into my account it blinks as it logs in an says sorry try later over one week this keeps happening. ********************** is my personal account for ********************** an it will not let my report or closei link my account to nothing an use like now from my ******** i phone. If anything looks not normal or shows issue please contact by phone an mail to due to my current id issues pleas
Business Response
Date: 08/21/2023
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: 08/21/2023

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.
I will contact Microsoft with the case number they sent you but I need a contact number for them
Sincerely,

*******************
Initial Complaint
Date:08/11/2023
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 need my outlook email address to access all of my games and everything I've purchased from Amazon. For some reason the website wasn't working correctly in resolving the issue. It asked me recovery questions that I didn't know about my email account ********************* but I didn't know the answers because I don't use the account for anything but gaming. I couldn't use my phone number to access my account because the phone number associated with the account is no longer in service. I contacted support, but they said they couldn't change the phone number or help me in any other way. Everyone on the support line was also obviously messing with me & didn't want to do their jobs correctly. There's literally no other explanation for what I experienced with their bizarre behavior. They would constantly interrupt me after asking me questions while I was trying to answer them and they all gave me conflicting information just to name a few. The old phone number was ************. The new number I need my account updated to is ************.
Business Response
Date: 08/17/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account log in issues.
After further review based on your account ********************* we found you already regained the access.
For future issues, visit Microsoft.com to get assistance.
Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:08/11/2023
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 enrolled my daughter's account (who is under my Microsoft family account) for ********************** Game Pass Ultimate (individual billing for her account and individual billing for my account). I enrolled her to help her get one of the perks on the game pass ultimate that is being advertised. weblink: ************************************************************************************************. After enrolling her, we've tried to access the game pass perks on her account via ********************** and via Ipad.
Business Response
Date: 08/17/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account issues. We understand your frustration about the current issue and want to make it right, could you specify the perk you are trying to get access to so we can bring better support? Visit ************************************************ or call ************ to reach one of our agents to gain assistance.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/17/2023

Complaint: 20458689

I am rejecting this response because: I have already called the phone number prior to submitting the request and they weren't able to help, also contacted via chat function as well.

Sincerely,

*****************
Customer Answer
Date: 08/22/2023
Hi here is the perk I am describing. With game pass there are perks for it's members ranging from in game dlc which usually has a cost but it is free as a perk to it's game pass subscribers. I attached a link from an Xbox news article directly from Xbox regarding the perk I was seeking.

***********************************************************************************************************************
Business Response
Date: 08/29/2023
Hi *****************
Thank you for the information you have provided, we will pass it through to an agent, the agent will communicate with you directly.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/29/2023

Complaint: 20458689

I am rejecting this response because:
Is there an ETA for the outreach. Just want to make sure I'm aware of the time frame so I can keep an eye out for the email or phone call. Thank you.

Sincerely,

*****************
Business Response
Date: 09/01/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Your new case number is **********, the agent will contact you in the next 3 business days.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/06/2023

Complaint: 20458689

I am rejecting this response because: I am still working with a Microsoft contact on resolving this issue. Thus Far, the issue has not been resolved.

Sincerely,

*****************
Business Response
Date: 09/15/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We will maintain the case open until a resolution has been reached.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/19/2023

Complaint: 20458689

I am rejecting this response because:

We are still trying to resolve the issue. Unfortunately there has not been a solution. ******* is really nice and is trying to go out of their way to look into the matter but unfortunately no resolution has been attained.

Sincerely,

*****************
Business Response
Date: 09/25/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business. Please continue to have communicate with our agent, we have record that the next contact date will be on 26th of September.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/27/2023

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,

*****************
Initial Complaint
Date:08/11/2023
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.
Purchase digital game 4/23 (minecraft), order **********. Game stopped working after Microsoft sw update 7/23. Microsoft and minecraft unable to resolve issue and Denied refund for the game twice ($21.64). Requested refund of my account balance ($28.36) and Microsoft support will not process and continues to hang up on me when I call.
Business Response
Date: 08/17/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft issues. We understand your frustration about the current issue and want to make it right, however due to our polices we will not ***** a refund due to the amount of hours of gameplay under your account,however, if you wish we can put you in contact with one of our senior tech support agents to resolve your issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/18/2023

Complaint: 20458218

I am rejecting this response because: 1) the number of hours of gameplay is very small, and Microsoft software update caused the game to stop working, which should allow for a refund; 2) I am also requesting a refund of my account balance to cc on file, which was not addressed

Sincerely,

***************************
Business Response
Date: 08/24/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft refund request. After reviewing your complaint, we will unfortunately not be able to provide a refund as all digital purchases are final and non-refundable as outlined by our Terms of Sale, we have found your account has 20 + game play hours, due to this we cannot issue a refund, however we can open a ticket with our tech support team to help you fix your issue.

Please refer to our Terms of Sale (*************************************************************************************), and Service agreement (**************************************************************).

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/30/2023

Complaint: 20458218

I am rejecting this response because: 1) your response on number of hours played is grossly inaccurate on the high side; 2) your software update caused the game to stop working correctly; 3) you have not addressed my inability to get my account balance refunded to my cc on file

Sincerely,

***************************
Initial Complaint
Date:08/11/2023
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.
7/10/23 $7.48 for Microsoft 365. Was charged to my daughter student acc. *************************** who is 16. She disputed it and was refunded. On 7/31/23 she was charged again. I called Microsoft and they said that she does not have an account and they said the transaction was pending and it would drop off. But it did not. They said I would have to contact the bank. I did but they have to keep cancelling her card. First call was 3 hours trying to straighten it out. This time was almost another 3 hours. [Case #:1055787767] - How to investigate a billing charge from Microsoft. A gain I filed a dispute with the bank and again she has to wait almost 2 weeks to get another debit card. I want these charges stopped
Customer Answer
Date: 08/15/2023
They have charged her account again. We have to close this account and open a new account. I don't' know how they are doing this her debit card has been cancel again . So there is not debit card to charge put it still is being charged to her account
Business Response
Date: 08/21/2023
Hi ******,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your daughters charge issue. A senior member from the Microsoft 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: 08/21/2023

Complaint: 20458111

I am rejecting this response because I called them several times on this matter. And spent hours on the phone each time. I had to take her to the back and close that account and open another. Still waiting on the Dispute through the bank. I feel since they did this 3 times, they should offer some kind of compensation. For have to cancel her card twice and it takes two weeks to get one in the mail. Them just to get the charges to stop the 3rd time opened another account for her.

***************************
Business Response
Date: 08/24/2023
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your daughters charge issue. Based on the previous case number **********
You were contacted to your email address ****************** but found you have not responded to the emails.
Please reply to the person who is handling your case for further assistance.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/27/2023

Hello ******,

I have attempted/tried to contact you via email on Monday 23rd , but have not received a reply.?

Could you please let me know if you were able to take a look at my last email?
Please feel free to reach out if you need any further assistance/ if you have any further questions.?

Looking forward to your reply.?
?
Kind regards,?

***********************
Relationship Manager
Customer & Field ***************************************** & Support (CSS)
Microsoft Support?|?Manage Microsoft Devices?|?Microsoft Account Profile?|?******************** Privacy Statement

Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message.

When this happened twice I was in the phone with you all for hours trying to get this resolved and like in my complaint to better business Bureau. My daughter who is a minor and has a student account. Had to cancel her card not once but twice. While you all told me you could not find anywhere where you had billed her and it would probably just drop off. Each time it did come out of her account. Twice she has to cancel her card and wait 2 weeks each time to get her card as some as she got the first replacement card you debited her account and again I got no where with you all. Then it happened a third time though her bank account number. She has never had an account with you all. All you all did was nothing I had to take her to the bank close it out and open a new accountand she has only recovered 2 of the charges ,I have to call the bank for the 3rd charge. I sent you all pictures of it coming out of her account. You all gave me a case number and said I would not have to go through the hours I spent on the phone the first time. But I gave you all the case number and it ment nothing because I still had to spend all the time going through everything.onow I am doing it again. You all have put my daughter and I thru h*** over this. And we should be compensated for that ****.
Show quoted text

Customer Answer
Date: 08/27/2023

Hello ******,

I have attempted/tried to contact you via email on Monday 23rd , but have not received a reply.?

Could you please let me know if you were able to take a look at my last email?
Please feel free to reach out if you need any further assistance/ if you have any further questions.?

Looking forward to your reply.?
?
Kind regards,?

***********************
Relationship Manager
Customer & Field ***************************************** & Support (CSS)
Microsoft Support?|?Manage Microsoft Devices?|?Microsoft Account Profile?|?******************** Privacy Statement

Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message.

When this happened twice I was in the phone with you all for hours trying to get this resolved and like in my complaint to better business Bureau. My daughter who is a minor and has a student account. Had to cancel her card not once but twice. While you all told me you could not find anywhere where you had billed her and it would probably just drop off. Each time it did come out of her account. Twice she has to cancel her card and wait 2 weeks each time to get her card as some as she got the first replacement card you debited her account and again I got no where with you all. Then it happened a third time though her bank account number. She has never had an account with you all. All you all did was nothing I had to take her to the bank close it out and open a new accountand she has only recovered 2 of the charges ,I have to call the bank for the 3rd charge. I sent you all pictures of it coming out of her account. You all gave me a case number and said I would not have to go through the hours I spent on the phone the first time. But I gave you all the case number and it ment nothing because I still had to spend all the time going through everything.onow I am doing it again. You all have put my daughter and I thru h*** over this. And we should be compensated for that ****.
Show quoted text

Customer Answer
Date: 08/29/2023

Complaint: 20458111

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 08/29/2023

Hello ******,

I have attempted/tried to contact you via email on Monday 23rd , but have not received a reply.?

Could you please let me know if you were able to take a look at my last email?
Please feel free to reach out if you need any further assistance/ if you have any further questions.?

Looking forward to your reply.?
?
Kind regards,?

***********************
Relationship Manager
Customer & Field ***************************************** & Support (CSS)
Microsoft Support?|?Manage Microsoft Devices?|?Microsoft Account Profile?|?******************** Privacy Statement

Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message.

When this happened twice I was in the phone with you all for hours trying to get this resolved and like in my complaint to better business Bureau. My daughter who is a minor and has a student account. Had to cancel her card not once but twice. While you all told me you could not find anywhere where you had billed her and it would probably just drop off. Each time it did come out of her account. Twice she has to cancel her card and wait 2 weeks each time to get her card as some as she got the first replacement card you debited her account and again I got no where with you all. Then it happened a third time though her bank account number. She has never had an account with you all. All you all did was nothing I had to take her to the bank close it out and open a new accountand she has only recovered 2 of the charges ,I have to call the bank for the 3rd charge. I sent you all pictures of it coming out of her account. You all gave me a case number and said I would not have to go through the hours I spent on the phone the first time. But I gave you all the case number and it ment nothing because I still had to spend all the time going through everything.onow I am doing it again. You all have put my daughter and I thru h*** over this. And we should be compensated for that ****.

Show quoted text

You tell bbb I falled to respond I have copies where I did respond to you and bbb.

I will respond one more time.

She is a minor,she has no account with your company she is a minor with a student account. I spent hours with this company. No once but several times and you always say you are going to investigate it. But then I hear nothing. And you have not done this one time YOU HAVE DONE THIS 3 times. 1. She has never had an account with you 2. She is a minor and her account was a student account.

3 this did not happen one te but 3 times of taking money out of her account. 4 you took money out of her account.

(There for in conclusion)

Micro soft have taken money from her account with out her or her mother. Without hers or my permission the means it was done 3 times illigally

Show quoted text

Business Response
Date: 09/05/2023

Hi ******
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your daughters charge issue.
We found your case is under investigation and you will be updated once the Billing team gets the outcome.
Thank you for your patience while this case is being worked on for a resolution.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/14/2023
This case has not been resolved. Microsoft wanted again all the information. That I have have to them over the phone through here and by email. An again I gave them all the information plus pictures again . And nothing has been settled. They have done nothing.
Customer Answer
Date: 09/14/2023
I have gave the proof of what Microsoft did to my daughter. And again after the proof of several times, taking money out of her account they give me the same answer. They have put us through h*** and she is a minor. She had no account with them and the hacked her account and took money and keeps taking money and leaving it up to us to clean their mess up. What they did was out right theft
Business Response
Date: 10/06/2023

Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your daughters charge issue.

We found a previous case ********** and tis statement is as follows:

Hi ****** ,
I hope you are doing well.

After completing the investigation, our billing team did not locate any charges with the information provided.

We suggest you file a dispute on the transaction with your local bank.

At this point, I will proceed to close your case as there is not furtehr action to take from my end.

Sincerely,

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

Relationship Manager

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/12/2023

Complaint: 20458111

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 10/17/2023
I have sent proof after proof the the complaint I did was the truth.
How can a company hack into a
Juvenile account and take money out of their account. not once but several times. And all the mpany said is they can not find any record of it. When I showed it with proof time and time again. So now big companies can steal from our children and then ************ off like nothing,put them and the family through ****. Tell me where is the just in that and what does that tell our children.
Initial Complaint
Date:08/10/2023
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 am extremely dissatisfied with a recent Xbox refund attempt, which showed a flaw in their own system leading to a rejection of my refund.My initial refund request was submitted within 14 days and was done on an official Xbox refund page. However, after checking later, I discovered my refund had been denied. I looked through my inbox, spam, and trash folders for the decision email, but it was nowhere to be found. I chose to wait, in case the email was delayed.After no response for four days, I contacted Xbox Support (case # below). To my surprise, they revealed my refund had not been processed correctly from the start. This was shocking, as I had adhered closely to the guidelines outlined on the official Xbox support page.In accordance with the agent's recommendations, I resubmitted my refund request on an alternative page provided. Unfortunately, this secondary attempt was rejected due to exceeding the allowed time frame.My original request should have been approved, since I adhered to the refund time frame, but the technical issues on Xboxs end delayed this and forced me to submit another refund much later. My (second) refund case is ***********), and my Xbox Support case ***********) provides documented evidence of the communications and technical hurdles faced.I followed the refund guidelines and made sure to submit my refund within the timeframe. But due to an error on Xbox's side, a significant chunk of time passed between my original request that failed, and my second request. I have had to contact Xbox Support numerous times and I firmly believe I deserve a full refund due to the amount of effort I have to put in just to show that there were issues w/ Xbox and yet I still get denied a refund.I am committed to not make any further purchases on my Xbox account until this matter is resolved. I am concerned about the legitimacy of Xbox's official pages, the quality of games sold, and the ability of the Xbox refund department's investigation process.
Business Response
Date: 08/15/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding a refund request. 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 **********.Your case is assigned to an advocate and we expect them to contact you within the next 2-3 business days.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/10/2023
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 is selling junk controllers on their Xbox systems and refusing to honor their warranties. I bought a brand new controller in April. In July, the controller sticks start drifting... a well known issue with their controllers, rendering the controller completely useless. This is the third controller I've purchased as a casual, adult gamer in a year and 2 months. In each case, the controller failed just outside of the manufacturer's warranty. They know they are selling junk to consumers at high prices and they don't care. They seem to be counting on the controllers to fail outside of warranty, as if they are deliberately making them to only work for a few months to make more money off of consumers. This is an illegal business practice and they need to be stopped. I want a replacement for the controller I purchased in April. That is the only acceptable solution at this time. Thank you.
Business Response
Date: 08/16/2023
Hi Angel,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller and warranty issues.

We suggest you contact the Xbox support team for further assistance.

Sincerely,
Microsoft Corporation
Business Response
Date: 08/18/2023
Hi Angel,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller and warranty issues.

We suggest you contact the Xbox support team for further assistance.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/10/2023
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 refurbished Surface laptop from Microsoft Store on Jul 18th. A wrong product was delivered on 20th. Called Microsoft Store support number and provided the necessary details for a return/exchange. Escalated case support number ********** issued on Jul 21st. Was assured of a resolution in 2 to3 business days but get no update after. After multiple follow-up calls, on Jul 28th, Microsoft support team recommends ordering a separate laptop as a different transaction and in parallel return the wrong product for which the refund can be issued. Original package returned on Jul 31st and received by Microsoft on August 1st. No refund issued till date. Second purchase initiated on Jul 28th. A shipping label is generated on Jul 29th with a probable delivery date of August 1st. As of today, August 11th, nothing has been delivered. ***** says the package was not even picked up by them. A second Microsoft escalation case support number has been issued as **********. Every follow-up call till date the only answer is that it is being reviewed by some backend team, refund authorization is awaiting approval or some other excuse. Every caller requests 2 to 3 days and a follow-up call 3 days later with a different support person needs 3 more days. No answers, no explanation on why it takes them time for just hanging on to customers money not to mention their inefficiency in delivering a simple product.
Business Response
Date: 08/17/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface order issues. We understand your frustration about the current issue and want to make it right, We have investigated your cases and we can see that a refund was in fact processed, refunds typically take from 3 to 30 days to show on your account, as for your other order, the device has not been purchased, is at checkout, this is why no devices have been delivered to you. Thank you for your understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/17/2023

Complaint: 20453289

I am rejecting this response because: the response indicates that an order has not been made and it is only sitting in my shopping cart. Please review the attachment I had shared originally. Clearly, both orders have been processed and my bank around charged on one through PayPal, and a credit-card on the other.
Yes, since opening the BBB complaint, one of the orders has been refunded and has been credited to my credit-card as of yesterday, 08/16. The second order in question for which the product has been returned to you is still not resolved.
Order number **********, dated July 18th is still not resolved. This is escalation case number **********. Product returned via *** tracking label 1ZW8597X9008275415. I don't think you will see *** tracking numbers for items that have been sitting in a shopping-cart.

Sincerely,

*********************************
Business Response
Date: 08/25/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. We will further investigate your orders, as in our side it appeared that your order was in your shopping cart.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/29/2023

Complaint: 20453289

I am rejecting this response because: Nothing has been done to resolve the issue. Microsoft support is only now acknowledging that they have no clue - It's been a month since the product has been returned to Microsoft, but no attempt to refund the payment collected has been made. Seems like they have no clue as how to handle returns and exchanges for purchases from the Microsoft Store.
The only answer I get from Microsoft Store Support when calling them is that the backend team is expeditiously expediting the resolution as a priority case. Sadly, a month later, this is nowhere near resolution. Very frustrating; absolutely horrible customer service.

Sincerely,

*********************************
Customer Answer
Date: 09/06/2023
Thank you for your help to co-ordinate a resolution for the issue. It is sad to see a corporation as big as Microsoft not being able to handle a simple delivery of an item ordered or process a straight forward refund correctly. Unfortunately, even with all the evidence provided including shipping labels and order numbers from their own store, they cant seem to identify the appropriate order.
My money is now stuck, no product delivered and absolutely no convincing answer as to why they can't even refund the amount. I would like to know what are my options here given I am still owed money for the purchase I made, that they charged my bank, failed to deliver the product and now seem to disagree to refund.
Highly unethical and immoral practices.

Business Response
Date: 09/13/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please check your inbox as our customer support agent may have contact you, if you have an email of a closed case, please feel free to reply to that email to get back in contact with our agent.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, We sincerely apologize for your experience with support, however, you could file a claim with your bank as to stop the charge from happening or get a reimbursement for the purchase from your financial institution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/10/2023
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.
Hey, I did the Microsoft trade in with ********** LLC. For the Microsoft Store Trade-in Program. They had a promo on the website where if you gave them a ******* Z flip 3, they would pay you $313. I shipped them the phone, then they emailed me 2 weeks later that they received it. Since then they emailed me saying they do not wish to pay me $313 but to pay me $115 instead because of a mistake they made. I said ********* the phone back to me, and they are not sending it back, nor are they paying me my $313. My order number from them the transaction number is *************. ALl I want is my phone back but they are not sending it back so please make them pay me the $313. A bunch of people have been taking advantage also by **********, and we are all considering taking legal action if we do not get paid out.
Business Response
Date: 08/15/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your ********** transaction. We contacted ********** on your behalf and they informed us that they notified you on August 10, 2023 that your phone has been returned to you. Tracking information states that it was delivered on August 11, 2023.
=====================================================================================================================================
Hello *****,

We appreciate your patience during this investigation. You were informed of the errant offer on 7/17/23 and we do apologize for the delay. Your item is being return shipped to the address entered at the time of order creation of your order 1615064764896
Fed ex tracking:
DELIVERED
Friday8/11/23 at 2:26 PM
Signed for by: Signature not required
Package delivered to recipient address
======================================================================================================================================
Please let us know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/10/2023
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.
I used to own a business, Brentwood *************** Services, with the domain of brentwoodcrs.com, during which time I opened a Microsoft 365 account. I sold the business in December of 2020 to an entity who then sold to Lexitas Legal in March of 2023. Lexitas now owns the domain. I am now locked out of my Microsoft 365 account and cannot access - do not have access to the ************************ email account, My account auto renews and I paid for a year of service on 1/13/23. I have made four calls to Microsoft for help, have spent more than an hour on the phone and get transferred from department to department. WHen I asked the last agent to put me through to a supervisor, I was put on hold for 15 minutes at which time I hung up. The charge to my credit card was for $109.74 for which I would l*** to be refunded and I would *** the account closed.
Business Response
Date: 08/15/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding request to cancel an account you no longer have access to and refund for services you are unable to utilize. We are sorry to hear you have had difficulty reaching support. We attempted to create a support case on your behalf but were unable to do so. Please visit this site to reach support and work toward a resolution.
********************************************************************************************************************
We will keep your support case open until you have confirmed that your issue has been resolved.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/17/2023

Complaint: 20451286

I am rejecting this response because: I do not have access to the original email address ************************** any longer. It shows a different company as the administrator because I no longer own that domain. I run in to the same issues as I was explaining to their "customer service" rep and still have no access

Sincerely,

***********************
Business Response
Date: 08/24/2023
Dear ***********************,
Thank you for your response. We have contacted a senior member of our **************** and Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 11251425.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/29/2023

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.
I have been contacted by ******** of the escalation team. I do not have access to my account at this time, but it appears that effort is being made. I would like to keep this complaint open until I regain access to my account. I

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

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