Complaints

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

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• 

  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

• 

  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

• 

  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:12/28/2023

  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.

  I am a small business owner. Multiple times in 2023, I've reached out to Microsoft with account problems and related software access issues. It usually takes multiple phone calls and literally hours, and sometimes days to resolve. The latest incident was today when WORD wasn't working well - I got the blue circle that spun and spun. I did a modification, then an online repairs, restarted my computer, then did a computer shutdown, then followed the MS ******** to uninstall my Microsoft 365 and reinstall it. I did the uninstall but had account error challenges in re-installing it. I reached out online for tech support multiple times. Family/personal tech support told me they couldn't help with a business acct. Then "commercial" told me it was a user account issue and I had to talk to a senior technical advisor. Then MS gave me a recorded message telling me to call back within normal business hours (which I was). Then I was disconnected. None of the 4 MS support providers resolved my issue and none calledme back to check on it. I could download the MS 365 but when I tried to open the .exe file, I got error codes. I was without my MS 365 for over 5 hours. Finally, I reached out to my local internet provider, which went above and beyond to help me and got my personal MS 365 to download. But, I am still without the business account access I am paying for because MS assigned me a user name that is ****** long and their online login refuses to accept it. Their CX is so siloed that I have no way to resolve this. I would like MS to provide me with my business acct user credentials so I have access to MS 365 for business. I have to upgrade my MS ******* every time I try to resolve my user access issues. I would also like MS to find a way to integrate my accounts since I am an LLC.

  Business Response

  Date: 01/01/2024

  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 7031467234.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:12/27/2023

  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.

  Hi,I recently received a suspension to my Xbox Gamepass account on December 25, 2023. I recorded a game clip using the Xbox functionality. This game clip is a game published fo Xbox and allowed for ay on Xbox.I was allowed to appeal which was denied. These appeals are not reviewed by people but by AI.I have made many attempts to contact Microsoft Enforcement but it is impossible.I am now paying for a limited service without recourse to correct it.This suspension is unwarranted. Microsoft does not have harmonized policies to protect their customers from getting suspended. I would like to have my account *************************.

  Business Response

  Date: 01/01/2024

  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 7031458384.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:12/26/2023

  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.

  My daughters XBOX ONE X was working then a systems update started downloading which caused the console to stop working. She proceeded to try other MICROSOFT suggested troubleshoots which only worsened the condition of the console. She even purchased a 6 GB memory stick to attempt a couple of the troubleshoots. Now the unit will not even turn on. After speaking with the support staff for over an hour on 12/26/23 they had three solutions: first trade it in on Microsoft Trade in website, which we tried only to be told we could get $3.84 for the console. Second was to take it to our local Best Buy for POSSIBLE repair which could cost us up to $200. After we told them neither option was acceptable or reasonable. Microsoft suggest going to www.microsoft.com/legal, which we tried and got nowhere because the site didn't offer any links to what we needed. All we wanted was possibly receiving some small form of rebate to put towards a new machine, realizing that was going to our only option which would allow my daughter restoration. We spoke to two employees on the support team, a supervisor named ******** and they could not give us satisfaction. Since the console was working 100% and the systems update caused the problems there should be some responsibility on Microsoft's part. Thank you.

  Business Response

  Date: 01/01/2024

  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 7031457719.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21056335
  
  I am rejecting this response because:

  The company never contacted us!!!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/12/2024

  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 contact you via email, please check you inbox for our agents email. 
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:12/26/2023

  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 have a recurring subscription on my **** of America Debit Card and I cannot log in (after resetting passwords etc) after MANY attempts and I need this subscription canceled.

  Business Response

  Date: 01/01/2024

  Hi *************************
  
  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit  ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.
  
  Sincerely,
  
  Microsoft Corporation.

  Customer Answer

  Date: 01/08/2024

  I have not heard anything from Microsoft to resolve my issue at all. This is not resolved.

• Initial Complaint

  Date:12/25/2023

  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.

  I had to send my motherboard in for repair with ****. Instead of repairing my board, they sent me a replacement - exact same model. Once installing the new board, Windows would not activate on my PC. After speaking with their tech support 3 different times, I'm still not able to activate Windows. Microsoft is now blocking my attempt for another support request saying I've "exceeded my daily call limit." This is unacceptable behavior from Microsoft.

  Business Response

  Date: 12/29/2023

  Dear *******************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding inability to activate Windows on your PC after a motherboard replacement. After reviewing your complaint and previous service requests we see that the advocate on case ********** emailed you on December 28 to see if you still need assistance. Please respond and attempt to work with the advocate toward a resolution. 

  We will monitor that support case through resolution and escalate if necessary. 

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 01/01/2024

   
  Complaint: 21054396
  
  I am rejecting this response because: After multiple attempts resulting in dropped phone calls and inept support staff who were unable to resolve the issue, I finally spoke to one technician who was actually able to help me. Your entire technical support system is unacceptable and needs to be overhauled, but I know it won't be. Anything to *********** at the expense of the customer right?
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/25/2023

  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.

  For reasons that I will never understand and certainly never justify, Microsoft interfered with my connection to Skype and forced me to do an update that changed my ID and deleted all my contacts. Worse yet, it is claiming that the phone number that I have had since **** and is the only cellphone number that I have is invalid and I am not finding any way to make it be accepted. This is totally unjustifiable damage done to me for no justifiable reason. Why was this done and why am I suddenly persona non grata on an application that I have been using for as long as I have been online? If Microsoft cannot restore my Skype account to what it was before, I consider it malicious damage and I will not remain silent about it!!!

  Business Response

  Date: 01/02/2024

  Dear ***********************,       

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype issues. We have contacted a senior member of our Technical Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031223722.

  We see that you had a support session with advocate ********* on December 29th and have another session scheduled on January 2.

  We will continue to monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 01/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I only reported the incident because I had no idea if it was something that Microsoft had generated or if it was some outside force that could be causing possible damage to my equipment for connecting with the Internet. I wouldn't have contacted BBB except that the incident so alarmed me that I needed for it to receive immediate attention. Notifying Microsoft can sometimes take days, and I felt too much anxiety to wait that long.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/25/2023

  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 have used my current version of Microsoft office for Mac since March 2019. This past Tuesday, December 19, my laptop flashed me a message that my Excel needed updating from Microsoft. I duly went through the process. Every time thereafter I have wanted to use Excel, as an example to access my files in process, I received the following display:Weve detected a one time purchase license. That license can only be used with ************************ apps downloaded directly from microsoft365.com.I underwent the download as instructed by Microsoft and now find that they are blocking the utility of all of my Excel files. I can get entry to them, but I cannot edit them, save them or print them. Microsoft initiated this action which has caused me considerable inconvenience and distress. I want them to fix this item. Microsoft does not allow me to directly contact them. They want me to open a Microsoft account in order to get customer service. Given my experience with them in this situation and many times in the past, I do not want Microsoft to have any access to any of my files. I want them to fix the damage they have caused.

  Business Response

  Date: 12/29/2023

  Dear *************************,       

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with Microsoft Office for Mac, specifically Excel.   We have contacted a senior member of our Technical Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7031221281. 

  We see that advocate ******* emailed and phoned you on December 29 to schedule a support session. Please reply to ******** email to work toward a resolution.

  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  
  

  Customer Answer

  Date: 01/05/2024

   I am pleased to report that my complaint has been addressed and resolved. Thank you so much to the BBB for getting action in relation to my comploaint. . 
  
  I want to note my appreciation to two Microsoft people who worked with me to reach our resolution:
  
     ******* who contacted me shortly the submission of my complaint and who persisted in getting me to the right place in Microsoft to address 
     ************************* who worked patiently, persistently and effectively to resolve my issue
  
  Thanks to everyone for your help and contribution.
  
  Sincerely,.
  
  *************************
  **************

• Initial Complaint

  Date:12/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For some reason, the sign-on page for Outlook is not recognizing my password. I have attempted to regain access to my account but your system keeps telling me that I didn't provide enough info. I can't remember the answers to everything it asked me. My email is ********************* Is there an alternative way to verify or reset the password?

  Business Response

  Date: 01/01/2024

  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 7031465893.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:12/24/2023

  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 sold red dead redemption 2 which I bought on sale. After I bought the game I was not able to play it after 4 days of purchasing the game. Upon trying ro call them to refund the digital copy, Xbox was ignorant and DENIED the fact that I was able to play the game although I was able to play it for 4 days then they took it away. I want a FULL refund from these thieves.

  Business Response

  Date: 12/29/2023

  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 7031234619.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:12/24/2023

  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 been trying to cancel a microsoft 365 account for the past year. I have had absolutely no success. To my knowledge there are 3 accounts that could be the reason I am being charged $99 a year. I would like to cancel this account and to receive no more charges. My email address is ********************** My backup account is *********************** The username may be whitney1088. Please cancel any and all subscriptions. Thank you!

  Business Response

  Date: 12/28/2023

  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 7031137207.

  We will monitor your support case through resolution.

  Sincerely,