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: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.
In January 2023, I had to shut down my beverage business (NXT Water) and subsequently had to cancel numerous accounts associated with the business. Prior to closing my business, I maintained Twenty Three (23) Microsoft Outlook 365 email account licenses. In January 2023, I cancelled all but Two (2) of the accounts which would have reduced my monthly bill from $287.50 per month to $25 per month. Instead of cancelling my licenses, Microsoft actually RENEWED them for another year and continued to charge me every month. In October of 2023, I noticed the monthly charge and immediately contacted Microsoft. The tech rep informed me that there was NO ONE I could directly speak to about a billing discrepancy and that they would file a claim on my behalf. That claim has remained opened for three months and nothing has been done to remedy the problem. To make matters worse, they charged me AGAIN for December even after they had escalated my complaint. Microsoft owes me the difference between $287.50 and $24 for Twelve (12) months. That totals $3,150. I have 2-3 months worth of back and forth emails with Microsoft saying they are looking into the problem. I provided them 12 months of bank statements showing that they withdrew the money from my account without my permission...and they STILL have not issued me a refund. The e-mail exchange between myself and a multi-Billion dollar company is ludicrous and clearly illustrates their incompetence with customer service and a blatant disregard for stealing my money. I recognize that this complaint will most likely do nothing, but I had to do something to make them accountable for their actions. I hope this helps.
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 and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031833924.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
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 have been blocked from a Microsoft account that I am paying for, and have spent hours of time over several weeks trying to get adequate support to unblock or cancel my account. I am only sent a form, which requests sensitive information, and which I have filled out nearly a dozen times only to get an email that I haven't provided sufficient information. I have provided personal data, data related to my last payment (including credit card information), and I get NO help from the company.
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 7031548458.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/07/2024

Complaint: 21071593

I am rejecting this response because:
The senior member contacted me and only sent me a form to reset my password. I DO NOT NEED TO RESET MY PASSWORD. I know my password, but am asked to verify my account by submitting a code that is sent to the email that I registered to set up my account in college over 15 years ago. I no longer have access to my college email ********************** and the domain itself no longer exists (it was changed to @mymail.*******).

I want this account CANCELLED! I've been paying for my Skype number for over a month, and cannot access it. It is unethical and absurd that a tech company such as Microsoft only sends ONE form to their customers and offers no other customer support. I have filled out the form nearly 20 times, with the correct information, and it has been rejected each time. I have spent HOURS chatting with customer service, including two "mangers," all of whom tell me that nothing can be done until the form clears. I cannot access nor cancel my account. This level of customer service is horrid, and I cannot afford to waste any more time on this. Please cancel my account and refund my subscription!!!

Sincerely,
*******************************
Business Response
Date: 01/11/2024
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated your case and see that our agent has tried to stay in contact with about the issue at hand, please try to reply to the agents email to reach a better resolution to your case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and, upon further communication with the company, I was notified that my account will be closed. Thank you VERY MUCH for helping me finally get a proper response from this company.

Sincerely,

*******************************
Initial Complaint
Date:12/29/2023
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've been accumulating microsoft bing rewards by using bing search engine (which is under account ****************** which was giving me reward points from last 10+ years. I've been using this search engine almost daily from last 10+ years and accumulated approximately $139 worth of bing rewards in my account and suddenly 2 weeks back, Microsoft banned my account saying I'm no longer eligible for this and removed my ALL access including all of my earned $139 from my account without any reasoning and by giving generic message saying I could be using automated bot or having multiple accounts, etc. I never used any automated bots when searching and have been using this search consistently from last 10+ years and didn't claim any rewards in last 5+ years either and now I've lost all of my rewards. I tried to reach out the reward support and created ticket with bing support (request number: **********) but Microsoft never bothered to reply to my ticket either and never got any response till date. After doing further research on internet, I found that many users reported similar issues and Microsoft simply banned their account and took their rewards and didn't bother to reply to anyone.As part of resolution, all I want is to be able to claim back my bing rewards of $139 under my account *****************
Business Response
Date: 01/04/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031684686.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/09/2024

Complaint: 21069846

I am rejecting this response because: Microsoft support reached out to me on 1/4 after creating this BBB complaint, created new ticket 7031684686 and closed that ticket on 1/6 (just within 2 days) saying I didn't respond immediately. I looked at the support ticket on 1/6 and did reply to support providing the information they requested, however, afterwards, I've not received any reply back at all.

Sincerely,

*****************************
Customer Answer
Date: 01/17/2024
Hello
Microsoft has closed my case day before yesterday by giving same below standard response for which I opened this BBB complaint.
"Microsoft restricted access to your Rewards account due to a violation of the Microsoft Services Agreement. Violation"
They didn't provide any details of what the violation was. As I mentioned earlier, I had been using my account from last 10+ years and accumulating bing rewards without any bot and now they are all gone.
I've seen many similar complaints in multiple forums on the internet.
I can only imagine that it would save tons of money for Microsoft, if they do the same for 1 million users, tell them to use bing, gather their information/data and then close their account when they have accumulate $100+ in their account under the common wording of violation and save $100 million easily.
All I'm asking for is to return my $138 accumulated as part of rewards from last 10+ years and I'll never use bing rewards again OR stop Bing rewards completely and stop fooling customers.
I'll request BBB to take action in this matter and look into it further.
Thank You
Business Response
Date: 01/24/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request 7031684686,we see that our Tier 3 advocate ********* had been working with you on this issue. Upon checking, we were able to confirm this case has been closed as our agent informed this suspension is permanent and the Bing engineering team wont overturn this suspension. We understand this isnt the resolution you had hoped for, but we stand by our advocates resolution as its based on our policies and procedures.

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: 01/24/2024

Complaint: 21069846

I am rejecting this response because: the reply from Microsoft literally does not provide any details at all for why account was suspended. The whole purpose of creating complaint with BBB is for that reason and getting my $138 back. Microsoft is randomly suspending accounts of any users trying to avoid paying them their reward back. I didn't do any violation when using bing rewards, haven't used any bots and have been using search from last 10+ years and now they blocked it under the generic terms saying " Upon checking, we were able to confirm this case has been closed as our agent informed this suspension is permanent and the Bing engineering team wont overturn this suspension. We understand this isnt the resolution you had hoped for, but we stand by our advocates resolution as its based on our policies and procedures".
This is completely unacceptable and Microsoft Bing search rewards program should be terminated so other users will not suffer from the same issue as I've seen multiple people complaining about the same issue. All I'm requesting at this point is to return my $138 back in reward points and I'll never use bing rewards again.

Sincerely,

*****************************
Business Response
Date: 02/01/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we stated on our last communication, we were able to confirm this case has been closed as our agent informed this suspension is permanent and the Bing engineering team wont overturn this suspension. We understand this isnt the resolution you had hoped for, but there's no further action that we can take regarding this case.

We will keep this complaint closed based on this information and we won't be replying to further concerns regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/01/2024

Complaint: 21069846

I am rejecting this response because: Microsoft has not provided any sort of justification as to why they suspended my account which has been in use from last 10+ years. I've lost all of my rewards savings till date due to this. All I've asked for is to be able to redeem my rewards at least once as I didn't claim it for so many years and now I can't do anything just because of the standard reply from Microsoft without any justification.
I'll appreciate if you can return my rewards back to my account so I can claim it and then you can close it for whatever reason you want to put it under.

Sincerely,

Prashant
Business Response
Date: 02/09/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Based on our policies we cannot provide details regarding suspensions. If you have further concerns regarding this matter,please contact our enforcement team as they are the only ones allowed to share further details regarding suspensions.

This complaint remains closed as theres no further action we can take regarding this matter. No further concerns will be answered.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/16/2024

Complaint: 21069846

I am rejecting this response because: Repeated same response from Microsoft instead of paying me back what I've earned over last 10+ years. I'm asking to provide details and my hard earned rewards from last 10+ years!

Sincerely,

Prashant
Initial Complaint
Date:12/29/2023
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 being charged for 3 different items every 2 weeks from Microsoft. I did not order anything and it's impossible to get a person on phone to help. They also took my new debit card that I only put in my wallet and stored it for purchases. This has to be fraud and illegal, I'm so upset because I now need a new card that will take 2 weeks.
Business Response
Date: 01/02/2024
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 7031548458.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/28/2023
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.
Every month I pay Microsoft for a business account. I get a Windows 11 BRAND NEW COMPUTER and it REFUSES to give me access to the Microsoft Store or allow me to download and install apps because when I type in my login credentials, it wants a personal account and refuses to recognize my PAID WORK ACCOUNT. I am self employed, I have ONE COMPUTER and IT NEEDS TO WORK. When I try to get help from Microsoft, I get a robot recording that gives me the run around. It is impossible to reach anyone to get help to solve this issue. I am about to send this whole freaking computer back and switch over to Apple because I am so SICK OF PAYING FOR PRODUCTS THAT DON'T WORK!!!! FIX THIS PROBLEM!
Business Response
Date: 01/02/2024
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031540898.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/28/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Microsoft Xbox customer for over 13 years and purchased Flight Simulator for the Xbox on Game Pass on October 14, 2023. I have never purchased Game Pass before and prefer a physical disk. After purchasing, the Internet lagged, and I was unsuccessful in being able to connect or use the game due to lack of latency. The connection timed out, and would not load on the screen when using. Microsoft Xbox was able to refund the Game Pass of` $18.35 however now I am still being charged for Microsoft Flight Simulator that I am unable to use! Multiple attempts have been made to request a refund through Microsoft and ***** but I have not been successful and I don't know what else to do in being able to receive a refund.
Business Response
Date: 01/02/2024
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 7031548045 .

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/28/2023
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.
Dear ***/*****,I am writing to lodge a formal complaint against Microsoft concerning the difficulty I have experienced in obtaining a refund from the Microsoft Store.Details of the transaction are as follows:Date of the Transaction: December 21, 2023 Amount Charged: $216.67 Product: Windows 11 Nature of the Dispute: The inability to obtain a refund for an accidental purchase.Resolution Attempts: I have attempted to follow their web instructions for a refund since December 22, 2023, to no avail. It seems evident that the process for obtaining a refund from the Microsoft Store is needlessly complex, which may appear intentional.Order Number: ********** This process has been a significant source of disappointment for me, as I have had better experiences with Microsoft in the past. The current handling of returns through their Microsoft Store is not customer-friendly and has not been streamlined, which is very frustrating.I am seeking a full refund of the $216.67 that was charged to my credit card. I would greatly appreciate the BBBs assistance in this matter to help facilitate a resolution. Enclosed, please find copies of my credit card statement indicating the charge in question.Thank you for your attention to this matter.
Business Response
Date: 01/04/2024
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031683445.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/04/2024

Please disregard recently filed Complaint against Microsoft. and the ****** refund issue. its resolved. thank you.

Sent from *************************** (******************)
Initial Complaint
Date:12/28/2023
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.
Date - 27DEC2023 I purchased Microsoft 360 Family subscription under my name *************************. Microsoft prevents me from adding my wife's (*******************************) devices to my subscription since my wife has her own Microsoft family. Microsoft is preventing my wife from leaving her Microsoft family and joining my Microsoft family. Therefore we are force to purchase Microsoft 360 twice. The resolution I am looking for is Microsoft deletes my wife's Microsoft family without any loss of her personal data. Then Microsoft enables me to add her to my Microsoft family and adds her devices to my Microsoft family. Finally Microsoft will reimberse my wife for the MS 360 personal subscription cost ~$70.
Business Response
Date: 01/02/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031538696.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/08/2024

Complaint: 21066396

I am rejecting this response because: The timeline is left open and so far the response from Microsoft has been very slow.
Until my account is corrected and the charge is removed I will not close this account.

Sincerely,

*************************
Business Response
Date: 01/16/2024
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request 7031538696,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 our agent confirmed the refund has been provided.

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

Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/28/2023
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.
On December 19 2023 my 15 year old sister was playing overwatch and won against a person named **** he then sends her a message saying nice 1p and you like police? Enjoy along with a grabify link that he sent and then immediately deleted she then rightfully sends me a message scared by what he means and out of anger I message the guy and copy what he said and sent it to him an argument ensues and he finds my public ip address this has been an ongoing thing on Xbox messages where if you send someone a message they can find your ip address so he says cali cops though?? Send em Ill give your name for you again threatening to swat me so again I get more angry so out of retaliation I look up my own ip through whats my ip and send it to him saying this is literally a public ip and you cant do anything (which is wrong since I found out you can get swatted through a public ip) and then I sent him the same grabify link he sent my sister to show him like hey I saw what you sent her after I sent the link I called him a skiddie (script kiddie) we go back and forth in the end we argued for so long we made up and became friends in the heat of things we reported each other I thought everything was fine but I unfortunately received last night a permanent suspension on my Xbox account with thousands of dollars even though it says 0/8 strikes I truly feel I was wrongfully banned I know what I did was wrong but I couldnt let my own little sister be targeted like that Im hoping someone at Xbox reads this and hopefully gives me a second chance even if they change the permanent suspension a 30 day suspension that would be amazing Ive had this account for over 13 ish years I have messages from my cousin who unfortunately ended his own life at ***************************************************************************************** at least some hope my gamertag is Menacer95 and email is **********************
Business Response
Date: 01/02/2024
Dear ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031566879.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/28/2023
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.
Hello I moved to ** from ** i purchased an upgrade to windows 10 pro and from that day on i have not been online myself someone destroyed 250 thousand dollars worth of equipment and still burning my hard drives out i have one computer online and have a business network that I cant use someone has all my equipment the only ones that can do this is the operating system the computer uses. when i install windows there is a Black box that comes up and that's the hard drive the operating system is attaching to I want to l know from Microsoft who is doing it so 8i can have attorneys go after them. also i want to use my upgraded copy of windows I need my key i have one written down and it don't work who did it. And who is messing with m,y accounts all of them. They have been in all my privet accounts and also have my ****** account im in someones VPN for 3 years I want them arrested and put in jail;. I think they are doing it with the cell phones i ******
Business Response
Date: 01/02/2024
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 7031564135.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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