Business Profile

Computer Software Developers

Microsoft

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,343 total complaints in the last 3 years.
2,128 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:08/09/2023
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 AM VISUALLY IMPAIRED. AUGUST 9, 2023, I restarted my computer after this company's automatic software update and suddenly the Microsoft Defender security software is no longer working and it cannot log me in for some unknown reason. I already scoured the help and contact functions online, which did not work. There was no chat function available, so I called the company, only to have their computer refuse to let me speak to a human being and direct me back to the page I had ALREADY tried but which did not work. I have been paying these people EVERY MONTH for YEARS, only to be treated with contempt and disrespect whenever something goes wrong. Disabled, visually impaired people should be given consideration and a special phone number they can call to get help when one of their products is misfunctioning.
Business Response
Date: 08/17/2023
Dear Silver *******,

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
Customer Answer
Date: 08/29/2023
The company, Microsoft, never called me about the issues in this complaint, which involve difficulty in contacting a human being, pursuant to my low-vision disabilities.

Please notice that I asked for a customer telephone number that I could call that would not just tell me to look at the website with an automated voice. Very often, people with vision issues need to speak to a human being because they can't read many pages of text. It is a strain to see anything at all. This is complicated when the text is very dense with technical words with which we are not familiar.

After filing this complaint, and after many hours of searching, I was eventually able to trigger an incoming telephone call from a technician who dealt with my original problem with the computer itself - but NO ONE has called me to address the issues in the complaint which pertain to the difficulty of contacting a human person to begin with.

I am not asking for special access. My need to speak to a human person stems from my visual disability which inhibits my ability to do something that others find much easier to dossssssssssssssssssssssssssss. People who have low-vision disabilities cannot read and understand pages of text. We need to be able to speak to a human being. Microsoft telephone number does not allow you to do that. It just tells the customer to perform searches on their web site and read many MANY pages of text to find the answer. We just can't do this.

I would like to get a phone call from Microsoft about this issue. So far, I have not heard from them about this.

Blessings,

"Silver Rose"
Silver ******************
Business Response
Date: 09/01/2023
Dear Silver *******,

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:08/09/2023
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.
Last week Xbox band one of my sons account. I have tried to ex ahold of the department that handles this but keep being told you cannot get a hold of them. I need to talk to someone due to my kids sharing their games and they had thousands of dollars in games as they have had this account of over 10 years. I would like them to transfer the game to my other sons account. He should not be punished for his brother but there is not one to talk to about this. I would also like to talk to someone on the reasoning for banding him. I have never heard of a company that you can lose so much money and not be able to talk to someone about it.
Business Response
Date: 08/15/2023
Hi Bunita ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your sons banned account. A senior member from Xbox Team will investigate this matter and contact you directly to work toward a resolution. Your new case number **********

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your sons banned account. A senior member from Xbox Team will investigate this matter and contact you directly to work toward a resolution. Your new case number **********

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 08/18/2023

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. at this time. Hopefully they do call me back. I have had a very hard time working with Xbox.

Sincerely,

*********************
Initial Complaint
Date:08/09/2023
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.
Microsoft charged me 13 times in one year for an annual subscription for Microsoft Office on top of aliso charging me the monthly fee for the subscription. They over-billed me via ******* by $389.87 and in response, they offered me a $29 refund and nothing more. I should be made whole. Their billing is deceptive and their unwillingness to rectify the situation is unacceptable. It seems they have done this to many other customers. Microsoft blames *******. I also spoke with ******* and they blame Microsoft and also refuse to refund me for the excessive charges. (I am filling a BBB complaint against them as well.)
Business Response
Date: 08/16/2023
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.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/09/2023
Type:Order 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.
No date of transaction but the updates are harsh Microsoft is FORCING people to upgrade to Windows 11 and I feel like I have no rights at all as the customer who gives them money for that SPECIFIC Operating System. Other people's computer are at risk of being considered obsolete and no one wants to do anything. I almost entirely give up on human conflict if nothing is done about this I got one word on Quora Microsoft is breaching their contract of consumer rights which is hopefully correct. Not that you will get to this message PLEASE help end the Operating System Update mandates going on at Microsoft if you value your computer the madness HAS to stop NOW please help if you get the chance thanks I am not the only one complaining!
Business Response
Date: 08/17/2023
Hi ***************************,

Thank you for contacting us, Better Business Bureau. Thank you for your feedback on our ********* systems, please take into account the updates are security and performance updates, unfortunately some hardware is not as compatible as some other due to its age, however if you wish to reach one of our agents, please visit ******************************************************** call ************ to reach one of our agents to gain assistance.

Sincerely,

Microsoft Corporation.
Initial Complaint
Date:08/09/2023
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 7-17-23, I sent Microsoft Rewards an inquiry regarding the puzzles I completed in order to get credit of 556 points. In turn, I received a reply stating they would only credit 400 points. On 7-22-23, I sent an reply to the same ticket #**********, that I completed another puzzle and sent a screenshot showing that I should have been credited 147 points. I did not receive a reply. I followed up on 7-27-23 through the same ticket and still no reply.On 8-3-23, I contacted Microsoft Rewards via the site which created ticket #********** about the same information explained about in which I did not get credit for 147 points due to completing the puzzle. The same day I received a reply that the ticket was closed. Why was it closed without receiving an explanation to my gripe? This is clear indication of poor/lazy customer service on your part! One of the options on that same reply was to select if my case was resolved in which I replied "no". To date, absolutely no resolution.I want my account credited for 147 points and note that you all have failed to follow through with my concern. I should not have to go through such lengths just to receive credit. Do better!
Customer Answer
Date: 08/10/2023
Please see the attached photo.
Business Response
Date: 08/15/2023
Hi Messiah,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your rewards points.

After further review we found a previous service request ********** / **********
We recommend you contact them in case your issues have not been resolved or visit Microsoft Rewards Team to get further assistance.

Learn about Microsoft Rewards - Microsoft Support
**************************************************************************************************************************************

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

Thank you forr contacting Microsoft Corporation via the Better Business Bureau regarding your concern as to the Microsoft authenticator.

Microsoft provides a help center for the customers to know how to resolve most of the common issues, however in case you feel that cannot find a solution as expected you can contact the respective customer support to get direct assistance by email or phone as requested.

We provide you this link for further information as to the Microsoft Authenticator

How to use the Microsoft Authenticator app - Microsoft Support
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/22/2023

Complaint: 20443960

I am rejecting this response because:

Your response is not a resolution but a further deter from my actual request and ratification. You are not helping but further hindering/evading as you people have clearly indicated by not responding accordingly and closing not one but two incident reports Ive already created.
I should not have to go through such red tape in order to get my 147 rewards points just to be diverted to open up another case for it to be ignored/closed again? Unacceptable!
You all have to do better than this. You all are aware of who clearly can properly handle this matter. Fix it!

Shonnette Messiah
Business Response
Date: 08/29/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your rewards points credit.

We have reached out to the Microsoft Rewards Team about your inquiry.
Once we have a response, we will let you know.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/08/2023
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 started a Microsoft ***************************************** 2020. They host my email address and I like to use their document programs. One of the key apps that I setup was Bookings. My business operates on the go and I spend most of my day in the field. It's critical to make appointments, changes to appointments, block the schedule and so on while I'm standing with the client, sitting at the gas station, eating my lunch or any other activity. Without any notice to me, Microsoft quietly removed the app from the App Store and Play Store, discontinuing the mobile app. I can't even add appointments through my phone if I log into bookings using a web browser. This app is the cornerstone of my scheduling and one of the things that makes me stand apart from my competitors. The app no longer functions and assuming it was my phone, or the app, since I could log into all the other Microsoft apps without an error message, I deleted the app and then find out that it is no longer available. It is unreasonable for me to have been continually paying my subscription and have them discontinue the app, while still offering the service via a desktop/laptop. Those with older accounts should be grandfathered in and have continued access to an app that was a part of my subscription; it should also continue to be maintained by Microsoft. My time has doubled and I can no longer offer my clients rapid scheduling while I'm working. This is causing double bookings and unhappy clients. Supposedly there is some form of connection with the Teams app, however I've not been able to find a way to create an appointment, make changes to an appointment or add a client from it.
Business Response
Date: 08/16/2023
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
Customer Answer
Date: 08/29/2023
They haven't contacted me since the initial complaint response with a case number.
Customer Answer
Date: 08/29/2023
Upon review, they sent an email on 8/16 saying a case was created and they would contact within two days. That same day, they did not contact me but did send a case closed email two hours later. Still no contact about the issue. What next?
Business Response
Date: 09/07/2023
Dear ***************************,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/20/2023
Microsoft ************************* contacted me and closed the ticket as there is nothing they can do to assist. They stopped all communication and have refused to move me further up the chain to express my concerns regarding this issue. Obviously, Tech Support cannot resolve my issue and I need to speak to someone regarding Microsoft's apps and the decision to end the *************** app. They have given me the run around with no actual resolution.
Business Response
Date: 10/06/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, Microsoft has decided to remove the app from the stores due to a low user count on the months before the take down, however you can still use the web base service as you would normally do with the app. Microsoft will now close this matter as there is no further actions to take.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20442832

I am rejecting this response because: ********** app had features that the desktop version does not and the desktop version is nearly impossible to use on a mobile device. As most of my scheduling takes place on the go, this makes the desktop app practically useless. I paid for a service with a mobile app and the company decides that it is no longer worth their time, when I am still in need of the app and still paying full price for their service.

Sincerely,

***************************
Initial Complaint
Date:08/08/2023
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 6/12/23 our Microsoft account was hacked and we notified Microsoft within and hour of realizing it. We had one meaningful interaction with Microsoft on 6/28/23 and they were raising our report to tier 2 ("This is to inform you that the Escalation team is extensively looking into the account related issue that you are facing. Here is the case number regarding our conversation:1054367356"). Everything before and after that has been met with no response. We knew the hackers email address and were told they beleived the account was actually outs but needed to go through the process. The hacker tried to extort us to buy back to the account or he would sell it. We shared all of this with Microsoft. We have been reaching out almost dauly with updates and requesting assistance. On 7/6/23 we informed Microsoft that my stolen account was sold to another user for $45. We were able to talk to the new owner of our minecraft account when he started to change things and delete our connections. He felt that he paid for the account and wanted us to pay to get it back as well. We have not gotten any responses from Microsoft in weeks. Luckily the financial card that was attached to this account expired a month before the account was hacked and since we were no longer purchasing the added subscription we didn't replace it. Otherwise our financial information would have been at risk also. We just want the account back *********************** and associated minecraft). We know the email address the hacker was using and we know the user name of the buyer and obviously have our original account information. It was obviously easy for a hacker to steal our account and sell it after weeks of Microsoft knowing about it and it is extremely difficult to protect your own account from fraud. Communicating with Microsoft is very complicated and usually you can't find a path to talk to a real person.
Business Response
Date: 08/15/2023
DearChristine ********,
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: 08/18/2023
We have been contacted by the business and they claim to have elevated our response to the highest level. We have been given new instructions to follow but the issue is not remotely resolved. Their pattern in the past has been to respond with instructions and then ignore us without any follow-up or final resolution. If they follow through and continue to communicate instead of just these initial responses then I will mark the issue as resolved.
Initial Complaint
Date:08/08/2023
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.
I am being charged for Microsoft for an account that I do not have tried called Microsoft they cannot stop the charges because I don't have an account number This is the second month that I've had to cancel my credit card and dispute charges because the amount the first time it was
Business Response
Date: 08/15/2023
Hi ************************;

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your charge incident. A senior member from the Bing Team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is ?**********

Sincerely,??
Microsoft Corporation??
Business Response
Date: 08/18/2023
Hi ************************;

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge incident. A senior member from the Bing 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:08/07/2023
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 recently put in a claim on my Xbox controller and I specifically asked for a new one as it is under the warranty still. They sent it back and it is still not working properly, and then it began to not hold a charge and was turning at random times. Now, it will not turn on at all nor charged. Last year I went through 4 controllers all with different issues and they were suppose to give me a complete refund and never did. ( I have that in an email). They kept sending back the same refurbished one. I went out and bought a new one in my own from GameStop and now last month it started having issues so I filed a claim. I want a refund.
Business Response
Date: 08/15/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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
Initial Complaint
Date:08/07/2023
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.
I have a couole accounts with microsoft email and xbox accounts to be exact. Recently my email account was hacked and I have been trying for days to recover it. My email is attached to my xbox account that some of my financial information debit card and credit card information. I have proven to microsoft that i am the account holder yet when i try to recover it i get messages about i didnt provide enough proof even thi i provided email addresses of people i have emailed, provided screen shots of everything microsoft refuses to help. In fact i request certain codes to recover the account and out of the dozens of times i have requested them i have not recieved any. Microsoft will continue to charge me even if i dont have access to my accounts and that is wrong and quite frankly border line criminal.
Business Response
Date: 08/14/2023
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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Microsoft is NOT a BBB Accredited Business.