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 Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

• 

  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

• 

  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

• 

  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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:08/02/2023

  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 been using Microsoft Rewards for a little over a year now, without any problems. I use the Bing search engine to browse news headlines, and to look up information on movies and shows. In exchange for using Microsoft's Bing, they reward my loyalty with points, which I then redeem for Amazon gift cards. I have been doing this for a little over a year. A few days ago, I attempted to redeem my points for an Amazon gift card, as I always do, only to be informed that my account is "temporarily restricted." I am not restricted from searching on Bing, or from accumulating points, but only from cashing out. Everything else continues to work, except when I get to that last confirmation on the redemption screen. The explanation provided made no sense, so I read Microsoft's Terms of Service document, and confirmed I was adhering to every rule listed. On July 30th, 2023, I opened a support ticket (#**********), asking for clarification and corrective steps toward a resolution. Less than 24 hours later, I received an email from "*******" at Microsoft **************** and Support, who provided neither service nor support, and immediately closed my case. I sent a reply, asking again, what exactly I did wrong, and what could be done to resolve the problem. There has been no reply.

  Business Response

  Date: 08/07/2023

  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: 08/16/2023

  Hello,

  I apologize for not posting sooner. Microsoft did respond, and as of today (August 16th), I am still working with their **************** Representative to get this issue resolved. He is forwarding my messages to the internal team responsible, and relaying their messages back to me. It looks like that internal team are giving him as difficult a time as they did me, because I keep having to ask him to go back and answer some pretty basic questions about points that don't make sense. At this point, we are awaiting an answer from the internal team. If you could, please leave this case open, and I will update the BBB once the issue has been resolved.

  Thank you,
  *********

   

  Customer Answer

  Date: 08/17/2023

  Today, August 17th, BBB can close the ticket. I received a canned response from Microsoft, which is verbatim the exact same message which forced me to open this ticket in the first place. Microsoft did not monitor the handling of the ticket, but stalled for over a week, and took absolutely no action, other than emailing me and closing the ticket. I am not satisfied with their response, and do not accept the fact that they did not even attempt to look into my concern.

• Initial Complaint

  Date:08/02/2023

  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.

  Complaint against Microsoft, we have had this issue before where someone unauthorized is getting into my email then even trying to delete messages or hide messages. Theyre not allowed to at all they have nothing through the court or any kind of permission. I want Microsoft to look into so we can find out who it is and charge them.

  Business Response

  Date: 08/07/2023

  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: 08/07/2023

   
  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,
  
  ***********************

  Customer Answer

  Date: 08/08/2023

  Customer service 

   

  Please message me on Lennar homes complaint, 

  there suppose to return my ******* money back I still havent received it , concerned cause there lots of scammers and really really really poor people , what if they take it from me.

  Please make sure and follow up on that

   

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

  Customer Answer

  Date: 08/10/2023

  We already resolved case with Microsoft..
  Thanks 
  

  
  

• Initial Complaint

  Date:08/02/2023

  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.

  Dear ****,I am writing regarding a Microsoft game that is not working on my computer. After consulting with Xbox (Microsoft's games and console division), it has become apparent that the problem lies with a corrupted Windows local account. ********************** recommended that I contact Microsoft technical support. Unfortunately, I received no effective help from them and was even met with disregard.I tried for 30 days to resolve the issue with various levels of Microsoft support, but to no avail. The first level of support claimed that moving the documents folder from the affected account to the test account would solve the problem, and the solution was to fix the affected account. The second level of support promised to put me in touch with the third level of support, who was supposed to fix the account, but did not keep his word. The third level of support never contacted me, despite repeated requests. In the meantime, I was referred to the wrong people, blocked from contacting them (I couldn't create a chat for a couple of hours) and forced to use a different local account or buy extra copies of the game (Xbox support wrote to me about buying extra copies), and they failed to meet their own deadlines when someone was supposed to contact **** believe Microsoft sold me a faulty product and did not keep their promise to fix it. I feel cheated and disrespected by this company. Please intervene in this matter and protect my rights as a consumer. I also spent long hours practically every day on support alone.I have also asked them to make the full transcript of these calls available. I am waiting for them to provide it. I do not know when this will happen.PS. I have abbreviated the whole message quite a lot to fit into the **** character limit Yours sincerely, *************************************

  Business Response

  Date: 08/07/2023

  Hi *********,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game and its technical issues. A senior member from the 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: 08/12/2023

   
  Complaint: 20410820
  
  I am rejecting this response because:
  I got a response from the 3rd tier. I sent a video of the problem as the employee asked. Since 2 days zero response. Only was read the reply email right after I sent it. The rest of the emails are not read. The privacy department has not sent a transcript of the calls for 8 days, which I also requested. Every few days they only read the email. Also by MS support I was treated very badly when I wanted them to notify an employee. I waited from 6pm to 4am to get a response that a 3rd tier employee would write back when they didn't. On Xbox support the issue was supposed to be forwarded to the employee but suddenly he stopped writing back on the chat and I'm already hanging on for 2h without any response from the employee. The Xbox employee only previously offered a ridiculous compensation of $20 to the MS ********************** and 1 month of GP Ultimate. I wouldn't even take advantage of that. Also The whole thing is reported to ECC. Ticket 3 tier: ********** Private team: PRV0148613. Further I am simply treated like trash 
  Sincerely,
  
  *************************************

  Business Response

  Date: 08/21/2023

  Hi *********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game and its technical issue. Based on the previous case number ********** We suggest you contact the person who handled your case. Or visit Xbox Technical Support Team to get fruther assistance.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20410820
  
  I am rejecting this response because:
  
  Hey, still no one answering email. MS **** and Xbox wash their hands. Only one tried to help on xbox but something didn't work out. The privacy department wrote to me that they would give a transcript of the Xbox and MS **** conversations from 1 July onwards but the archive they made is all but a transcript. They are also not replying to email. I want to be compensated for lost time and refunded for the game. I have spent over a month in your ****s for **** hours a day and I am fed up with it. I want to be compensated in my bank account as if I were working for you in tier 1. I would like the hours to be counted and compensation to be paid on the basis of them. It is also unacceptable for employees to say that if I buy several copies of the same game, it may work (obvious money-grubbing), also very few people meet the deadlines. I am already bitter. I also referred the matter to the *** myself. But I still want to settle it amicably. But your agents make this impossible. I have wasted a lot of time to continue in the same place. I am also attaching the archive I got from the privacy department. As you can see, there are no transcripts of the ****s. As for counting the hours, they should be counted from the e-mails ************************ and ***********************************************.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/05/2023

  Hi *********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game and its technical issue.  Please visit Xbox Technical Support Team to get further assistance.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20410820
  
  I am rejecting this response because:
  Hey, I wrote twice in your *****. The first member of staff said they would not help and could not transfer me to a relay or end the chat because it was impossible and no member of staff could do it. He was obviously lying. The other employee could not read with understanding and claimed that your answers from the BBB were a lie. His superior claimed that he is a 3rd tier (although he is a 1st tier superior) and he will not do anything and I have to deal with the whole thing at the BBB and only contact your company via the BBB, not chat, because I will not get anything there. I continue to be treated as rubbish. I am asking here for a transcription of the Xbox and MS ***** since July 1 and a compensation in the form of counting the hours I spent on the ***** and paying the salary that a 1st tier Xbox/MS in the *** would receive to my bank account or paypal. Plus compensation for not meeting deadlines, being lied to by employees, being persuaded to buy a few copies of the game by employees and treating me very poorly. I also attach here the confirmation of the purchase of the game and the game itself even on the game pass does not work, where he purchased it to confirm to you that the fault is not steam
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/13/2023

  Hi *********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game and its technical issues. Based on the previous service request, feel free to reopen your case ********** and please indicate that your issue is not resolved yet. 

  If you do not receive a response, please let us know to create you another ticket for further assistance with the Xbox technical team. 

  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20410820
  
  I am rejecting this response because: Hello, anyway there is no contact with the 3rd tiered. In the chat they say that they will not do anything, that I should write through the BBB and to them I should not write. As I have contact through the BBB I am to contact only through the BBB. They will not do anything. Even if something is ordered by the main office, they will not carry it out (so they said). They also constantly hide behind technical problems by saying that everyone lies, etc. etc. Zero offer of help. Just telling me to go on writing with you guys through the BBB. About asking them to give a ticket number then suddenly they say that they can not give such things, because this is the company policy. At the request to give some data so that the main office could talk to them then they close the chat room
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/20/2023

  Hi *********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game and its technical issues on your PC.
  
  Follow these steps, if one doesn't work, move on to the other.
  1. Open Windows Update and look for updates, update everything, including optional updates. Restart to apply updates and try again.
  
  2. Press Windows Key + i and go to apps, search for ''gaming services'' click ''advanced options'' and then ''terminate, repair and reset. Try installing the game again.
  
  3. Launch PowerShell as an administrator and enter
  
  get-appxpackage Microsoft.******Services | remove-AppxPackage -allusers
  
  Restart your PC, open PowerShell as admin again, and enter
  
  start ***********store://pdp/?productid=9MWPM2CQNLHN
  
  The Microsoft Store will open and ask to install ****** Services, install. Then try installing any game again.
  
  Please let us know how it did go.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20410820
  
  I am rejecting this response because: Hey, I followed the steps Microsoft wrote to follow. It didn't help. I've done these plugs a ton of times since 3 months in chat. Also a lot of other steps. I am still asking for a transcription of the chats and the compensation I wrote about earlier
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 09/26/2023

  Hi *********,
  We understand you.

  Based on the situation, we have created a new service request.
  A senior member from the Windows Technical Team will investigate this matter and contact you directly to work toward  a resolution. Your new case number   **********

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/05/2023

  Hey, I spoke to a customer satisfaction consultant. He said they would investigate the matter. After the weekend he wrote, two solutions (i.e. to use two accounts or to move everything to a test account). These solutions are not good, because with the first one I lose a lot in performance in the game, because both accounts are active (the main account is always active and eats a lot of resources), and the second way will not work, because I have work programs assigned to a specific local account. The issue of tier 1 workers was not addressed at all. As a gesture of goodwill. I rise. A goodwill gesture. He has given 12 months of gp pc so that I can play forza horizon 5. Where I have previously bought it and there it does not work also what I have mentioned many times to the consultants of the 1st tier. I do not need more gp because I do not want it. I will run out of what I paid for and stop using it. Also at the weekend it is not possible to investigate the issue, which has been going on since the beginning of July where I sat ****h a day in the ****s (unless someone just looks through without reading). He kept saying that the matter was being dealt with by internal departments, but archived the report after my reply where I asked that it be thoroughly investigated. An archive has also been generated again and there is no transcription of the ****s there either. And the privacy department has suddenly said that they may not be able to generate a transcript after a while, but if I had the numbers then maybe something could be done. It's a pity that they can't do the latest ones either, or that the 1st tier staff very often didn't provide them. I continue to be treated like total c*** I continue to be treated like rubbish and the whole thing is ignored. It is done so that it simply goes away. I still believe that my proposal is the best solution for both sides. That is, to count the hours I have spent in the Xbox and MS **** rooms and give a transfer based on that as if I worked in the 1st tier of MS or Xbox support in the ***. It doesn't cost a giant like this much, and my expectations are not exorbitant for how I was treated for so long and how I lost my mental and physical health (I slept little because the ****s often took place at night of my time to talk to supervisors who often have different hours than employees. Which is pathological)

• Initial Complaint

  Date:08/01/2023

  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 matter how hard you try, you cannot speak to a live person at Microsoft. I have a legitimate question on my subscription, which is for the home based ************** is an outlook question where I cannot set an auto reminder under "flags" to also show a date and time for follow up. This is extremely upsetting and I cannot get an answer through their ridiculous, non human contact system. I realize that businesses do not want to pay people to talk to customers, but this is ridiculous. I should be able to understand if the subrscription I have includes this. I have googled and googled and have tried everything.

  Business Response

  Date: 08/08/2023

  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: 08/08/2023

   
  Complaint: 20409742
  
  I am rejecting this response because:

  I tried calling that phone number on their response, and it is a ********* maze that through multiple attempts I cannot connect to a live person.   The online chat box is not going to work.

  I understand that these tech companies do not want human contact.  However it is nearly impossible to solve every issue via robot prompts or chat boxes.  

  I am keeping this complaint open until they tell me how I can talk to a live person at Microsoft.   Talk about arrogance, but does not surprise me, that they would treat a customer like a piece of meat...not all of us old folks are tech saavy.   I do a lot online but also find it very irritating that these companies have lost touch with their customers, all they care about is the bottom line.  Microsoft is not the only culprit, I could go right down the list.

  Sincerely,
  

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

  Business Response

  Date: 08/15/2023

  Dear *******************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We have found this article that can help you with your issue, **************************************************************************************************************************************** you are still unable to set a reminder under a flagged email, please reach us back.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/20/2023

   
  Complaint: 20409742
  
  I am rejecting this response because:

  Nothing has changed.    I am not sure if the outlook version I have will let me set a date/time reminder, all it does it let me "flag it"  I am thinking this has to do potentially do with the version of Microsoft I have on my subscription, which is about to renew in September.    

  It is a very sad statement that Microsoft will not contact a customer, all they ever want to do is respond, frankly with wrong answers.    It is very frustrating to me, and shows the culture of the company that they choose to not call me.    What happens if I was signing up for a subscription and had questions?    

   

  Something so simply, not sure why they make it so difficult.  I need someone to call me to make sure I have the correct version of outlook to be able to set a reminder, with a date and time, not just a flag.

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

• Initial Complaint

  Date:08/01/2023

  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 an account with ******************** for Microsoft family that includes a wallet I can manage for my child. She had trouble making a purchase so I logged in, where I was prompted to use the app. I opened the app, went to the spending portion of her account, and the wallet showed a $0 balance. So I made a purchase to refill her account for $25. As soon as the purchase was made I was notified the account balance is $49.85 on a popup window. The app still shows a balance of $0. There are no refunds, and no way to contact customer service about this issue. Going to their website prompts endless lists of like answered questions.The website displays the correct balance but again, I used the app at Microsofts urging when I logged in. The screenshot of the website shows how it prompts you to open the app.While I understand no refunds I feel I was fraudulently led to make the purchase. I still cant see how she can access those funds, I cannot see the funds, and cannot within a reasonable amount of time find a way to contact them directly about this issue. I would like a refund for the $25 I purchased in good faith but under false pretenses. The remaining balance or $24.85 is not disputed because I felt I was an informed party when making previous purchases.

  Business Response

  Date: 08/07/2023

  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: 08/08/2023

   
  Complaint: 20407980
  
  I am rejecting this response because:
  
  They refuse to refund. This is not satisfactory to me. Its fraud. I never would have given them the money if I had known.

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

  Business Response

  Date: 08/16/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Upon checking,we were able to confirm the case has been closed as our agent stated we cannot provide a refund for this situation based on our policies and procedures. We understand this isnt the resolution you had hoped for, but we stand by our advocates decision.
  
  Considering this information, this case is now closed as theres no further assistance we can provide. We wont answer further concerns regarding this matter.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:08/01/2023

  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 trying to submit my CC payment for renewal of my Microsoft 365 subscription. Over many weeks I have received their email notice, (and I verified the url) went thru the process but couldnt complete it since where I live I dont have smartphone service, nor texting capability. There just arent workarounds, like having them send their number code to my LANDLINE phone. And it became apparent that scammers were intercepting each time I tried, and I had to cancel my CC and get a new one to preclude the scammers charges. It is IMPOSSIBLE to reach a real human being to resolve it, and every attempt ends ** in a loop no matter how many of their phone numbers I tried. There is no more *real* service anymore! I am hoping you can help me resolve this, thank you.

  Business Response

  Date: 08/07/2023

  
  Hi ****,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your payment instrument concern and Microsoft subscription assistance request. A senior member from the Microsoft Billing Team will investigate this matter and contact you directly to work toward a?resolution.Your new case number   ********** 
  
  Sincerely,? 
  Microsoft Corporation? 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Xbox Elite Series 2 controller on June 4th. The controller worked well for about a month, but when I clicked the sync button, I realized it was stuck in a clicked in position. I contacted Microsoft to request a repair and sent the controller in. After 10 days, I received the controller back. The issue was not fixed. The button was still completely broken. To make matters worse, the controller now had scuffed up triggers and a scratch in the rubber grip. Mind you, I bought the controller last month. It was in perfect condition cosmetically.After a contacting support to voice my concern, they told me ********** I can send it back to get repaired. So, their response to botching the first repair was to tell me the I should be happy because I can send it out to get repaired again. I asked why they couldnt just issue a replacement, and they said they dont have the option. I asked hypothetically would it be their only option if I again received a controller that wasnt fixed and was told well then we could issue a recplacement since its the 3rd time. So what that really told me is they have the option to send a replacement, Microsoft just feels they should be able to have 1 botched repair job first before they take accountability.As it was the only option they gave me, I agreed to send them the controller for a repair again. What I really want is a replacement sent to me and to not be unable to play Xbox for another 10 days.

  Business Response

  Date: 08/08/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Elite controller. 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:07/31/2023

  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.

  Remove the following *** Permanently:********************************************************************************************************************************** Microsoft/Bing.com search engine agreed to remove Bad content urL which includes my name and husband name, and our foundations name; after sending me an email stating that they would remove/delete it. After we did research, this so call company (IQFin.net) cannot be verified. The *** is outdated and the event has happened and is over that we legally paid for through another company. We believe someone stole the content from another url and created a url for a scam. This page is bogus, scam, exploitive, phishing, and contains information that we have no part in doing. We are a non-profit foundation and there are multiple pages that is attached to our names which includes financing, for-profit companies, stock market information. We do not promote for profit companies or their dealings and aspirations. This *** should be removed with our names and we are not a part of this. It is currently live on the web. Microsoft/Bing.com is not operating in truth when they agreed to remove the ***. This is a very bad business practice. I will not encourage anyone to support this company.

  Business Response

  Date: 08/07/2023

  H iHarriet Frost,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau?regarding your Bing concern.
  
  Please visit this page and follow the instruction and submit your request
  
  How to report a concern or contact Bing - Microsoft Support
  
   ***********************************************************************************************************************************
  
  Sincerely,?? 
  Microsoft Corporation? 

  Customer Answer

  Date: 08/07/2023

   

  Bing and Microsoft are being disingenuous because they have already sent me two emails stating that they would remove the *** which is spam. They have not kept their word and seemingly operated in bad faith. This is bad business behavior. The *** remains live on the internet through Bing.com search engine. Obviously, they are aware that this is a spam *** and have not acted on it as of yet. The two emails are attached in this document that I received from them.

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20403006
  
  I am rejecting this response because: They sent me two emails stating that they would remove the **** Bing and Microsoft are being disingenuous. I also completed another request tonight repeating the same information. Obviously, they do not act in good faith and this is bad business.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/11/2023

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

  Customer Answer

  Date: 08/15/2023

   
  Complaint: 20403006
  
  I am rejecting this response because: Microsoft and Bing representatives do not act in good faith. It appears that they engage in unprofessional and bad business practices. I have received two emails from them promising to remove the scam **** It does not take weeks for a search engine such as Bing and Microsoft to remove a bad URL with outdated content and exploitive content. If it were their names and business being misused, they would remove it immediately and without hesitation. There is only one resolution to resolve this matter and that is to remove the **** This page is unauthorized and list information that is not connected with our foundation. We are a respected African American Non-profit and *********************** We are recognized by the ************************ as such. We do not engage in for profit businesses and financial institutions for political and financial gain. This includes multiple pages promoting stock options and markets. This type of activity is a for-profit company or person attempting to use a non-profit for illegal purposes and it should be removed today! This is a complete violation of our non-profit status and this is not allowed by the IRS.  This page exist because someone lifted our information illegally.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/22/2023

  
  Hi *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request of the *** and removal request. Based on the previous service request **********

  we suggest you contact the person who handled your case or visit Bing support for further assistance.

  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20403006
  
  I am rejecting this response because: I received two emails from the Bing Team, one dated July 25, 2023 and another dated August 1, 2023. This issue is now going into *************************************** spite of stating that you would. Your Bing Team stated in the email that the *** would be removed both times. Microsoft champions itself on your headquarters website as being excellent in customer service and satisfaction. Your website even explores Artificial Intelligence technology. If this *** was created using Artificial Technology, you all should be able to remove and delete this *** without difficulty. It is illegal to use a persons name and foundations without permission.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2023

  Hi *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request of the *** and removal request. Based on the previous service request ********** please follow the instructions provided on how to contact **** for further assistance.

  Sincerely,
  Microsoft Corpora

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20403006
  
  I am rejecting this response because: Microsoft and Bing.com does nothing but past complaints back and forth with neither company resolving the issue. I sent a letter to the President of Microsoft and I received the same email from them asking me to remove the *** through the Bing.com tool removal. I have tried this multiple times and the screen shot is attached and it always states that this is an error.  I am sending three attachments, my response to the the Microsoft representative informing him that the Bing removal tool does not work with this ***. They continue to hold onto our names and foundation names without authorization and our names do not belong to them. Why are they trying to hold onto something that does not belong to them? They should use their own names in advertisement instead of illegally using other people names. The content is also outdated and has ended. Why do they insist on using other people out dated content?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/13/2023

  Hi *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request of the *** and removal request. Based on the previous service request ********** please follow the instructions provided on how to contact **** for further assistance.

  Also, you can reopen your case by replying to the person who assisted you to get help on it.

  Sincerely,
  Microsoft Corpora

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 20403006
  
  I am rejecting this response because: I have contacted my attorney who will be in touch with Microsoft and Bing companies. In the meantime, I would like to suggest that both companies receive an (F) grade from the Better Business Bureau for reasons already stated in my complaint.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/22/2023

  Hi *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request of the *** and removal request.

  Please report it to Microsoft-Report a Concern to Bing and fill the information requested by the system. 

  Or copy and paste this link in your browser and it will takes you directly to submit your request.

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

  
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 09/22/2023

   

  Dear Representative,

  I have retained an attorney and any communication with Microsoft/Bing.com will be done through my attorney.

  Sincerely,

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

   

  Customer Answer

  Date: 09/30/2023

   

  I have an attorney.

• Initial Complaint

  Date:07/31/2023

  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.

  My young son had utilized my credit card to purchase a game on his gaming computer through Xbox/microsoft. I'm announced to him He has signed up for a subscription. I understand that I should be more careful with my account but I was charged for 2 years for a subscription that he was not aware that he had purchased. on my bank statement It simply said "Microsoft." it has no account number and no phone number. I do have an account with ******************** yet I had no subscriptions under my name because it was not my email address that was used. I had no way of knowing where this came from. It took me 5 hours of calling and chatting to determine it was an xbox issue. Also my child was never prompted to provide his parents email address when he mistakenly signed up for the subscription. I feel like this is intentional so that children sign up for these services without knowledge of what they're doing. I also feel it is intentional that they do not put Xbox on the statement so that parents do not notice.

  Business Response

  Date: 08/07/2023

  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

• Initial Complaint

  Date:07/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Minecraft Deluxe edition for my daughter under her account using the **********************. I have since bought her a new laptop but when log into the Microsoft store under her account it wants me to "buy" it again and I should not have to purchase this software again under her account as I have already purchased it. Also, I'm not able to update her birthday in her profile to make her an "adult" so it will quit asking me permission every time she does something WHICH DOES NOT WORK!!! Also, instead of requesting a password my microsoft account is asking me to enter a code sent to an entirely different email address. Also, my laptop shipped in "S Mode" and it took me a solid 3 hours to get out of S Mode. I either want Minecraft Deluxe edition returned to her account, or a $30 credit required to buy it.

  Business Response

  Date: 08/04/2023

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

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20398492
  
  I am rejecting this response because:

  I have been working with "Cristhian" at Microsoft Customer Advocacy and they have not been able to reach a resolution and I am highly dissatisfied with the absolute minimal effort put forth by Microsoft.  First off the emails are badly formatted with huge amounts of white space and seemingly random line breaks.  It is clear that the agent is using a template and copy/pasting in individualized responses because those copy/paste pieces are of a different font and pitch, and it is clear me and the agent do not share a language because the responses are just generic repetitions of things I've already said or gross misinterpretations of technical information I have tried to explain.  At one point the agent said I was having problems logging in to my Microsoft account, and I sent him a screenshot of me logged into my Microsoft account and he goes "oh good!"  He said the problems I am describing are "not possible" and suggested I was logged into the account he just got through explaining that I couldn't log into, and his resolution for the "Permission to buy" functionality was to disable it.

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

  Business Response

  Date: 08/16/2023

  Hi ******,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your incident.
  
  After further research, we found a previous case **********. 
  
  in which you indicated the closure of the case, meantime this was under investigation.
  
  If your issue is not resolved yet, please feel free re-open your case or visit Microsoft.com to get further assistance.
  
  Sincerely,
  Microsoft Corporation.
  

  Business Response

  Date: 08/16/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your incident as to the account and game in question.

  Based on the previous service request, this was under investigation, and you decided to stop working with the person in charge of your case and for that reason, it was closed.

  To get further assistance, feel free to re-open your case if your issue is not resolved yet. Or contact Microsfot.com to get further assistance,

  Sincerely,

  Microsoft Corporation

  Business Response

  Date: 08/16/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your incident as to the account and game in question.

  
  Based on the previous service request, this was under investigation, and you decided to stop working with the person in charge of your case and for that reason, it was closed.
  To get further assistance, feel free to re-open your case if your issue is not resolved yet. Or contact Microsfot.com to get further assistance,

  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20398492
  
  I am rejecting this response because:  For the reasons already stated, I am no longer interested in working with Microsoft on this matter.
  
  Sincerely,
  
  *********************