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

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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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:05/01/2023

  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 am paying for a subscription. $100 per year and I am not being protected from junk mail/spam suddenly leaking through to my inbox. I have tried to no avail to work with someone on this from Microsoft. I did a live chat which they encourage more than once, once very recently only two weeks ago, and worked with an agent for an hour and a half who did nothing but waste my time! He was clueless. Just did not get it. That is a shame. What is this? How could this even happen that you get someone like this who is incompetent? Its been years since we had any issues with junk mail leaking through to our inbox and now it is a regular occurrence that they cannot resolve. They push off the customer, make excuses ignore it or give the customer some poor instructions on what to do to prevent it. I have to do this? Why did it stop working? It is on them! I am paying for this. If they can't control this then we want a refund back on our credit card until it is resolved. They know how to charge. That they do. I want this resolved. I am tired to seeing this spam coming through.

  Business Response

  Date: 05/05/2023

  
  Hi *******,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your email and spam issues. A Senior member of our outlook technical Team will investigate this matter and contact you to work towards a resolution. Your new case number is **********
  Sincerely,? 
  Microsoft Corporation. 

  Customer Answer

  Date: 09/17/2023

  I am getting a massive influx of spam/junk mail leaking through into my inbox, every day. I reported this months ago already. Microsoft gave me the run around. Forced me to do all this work myself. Giving me directions, asking me to trouble shoot, forcing me to take their calls and work with them. I had to collect and send them all kinds of data by following directions which was complicated and confusing. Even though I did not want to do it and I was very annoyed, they basically told me I had to. I had no choice or my complaints would have no merit. After all of that, it took several weeks of back and forth. I must have spent hours of my time on this and they came back and said its a known issue and they are working on it. If it was a known issue and they are admitting it then why did I have to do all these tests and provide them with all this data? Are hey kidding me?! Never again. I gave them enough. Still nothing. It is worse than ever. They took $100 from us for our office subscription and they can't solve this. I want my $100 back. I don't' think it is fair that we have to pay this and they can't even filter junk mail properly. Only a year or so ago we never had this problem. So, what happened? What changed? Obviously they know and they are keeping this quiet. Until this is resolved I don't know why I have to pay for any yearly subscription. I want a refund if they cannot solve this. I am not working with any of them on the phone. They are not wasting my time again. I dedicated at least an hour with an agent, 2x! This was to no avail.

  Business Response

  Date: 09/22/2023

  Hi *******,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your email and spam issues.

  Based on the case number is ********** please ask to the senior member you would like to have a remote assistance to resolve the issue as fast as possible.

  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 10/03/2023

  I was waiting and waiting and sadly, I must have missed their response. Usually, they will have someone email me or contact me. This did not happen.  I see tehir message:

  "Hi *******,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your email and spam issues.
  
  Based on the case number is ********** please ask to the senior member you would like to have a remote assistance to resolve the issue as fast as possible."
  
  Sincerely,
  Microsoft Corporation.

  What does that even mean? Please ask to the senior member? What? They were stalling. They know they cannot resolve this. Why didn't they contact me? Must I open another complaint?

  Business Response

  Date: 10/20/2023

  Hi *******,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your email and spam issues.
  
  
  After reviewing your case ********** we found the following message;
  
  
  Hello *******,
  
  Thank you for reaching out to us. I apologize for the inconvenience you have experienced. I understand that you have not had the opportunity to collect the emails in the requested format. I want to assure you that we value your time and effort. Collecting data and information from our customers is an essential part of the troubleshooting process, as it helps us understand the problem more comprehensively and work towards a solution. However, I completely understand that everyone has their own commitments and responsibilities, and it can be challenging to find the time for additional tasks
  
  I wanted to provide you with an update on the issue you are facing. It is an emerging issue, and we are aware of the situation. Regrettably, we currently do not have a solution for this, and there is no estimated time for resolution.Our dedicated team has already started working on addressing this issue from our end. Rest assured, we are committed to finding a resolution and improving your experience.
  
  At this time, considering the current circumstances, we will archive this case.I understand that this may be frustrating for you, but please know that we will continue working behind the scenes to address the issue. If we require your assistance or if we find a solution to the situation, we will reach out to you promptly.
  
  Once again, I apologize for any inconvenience caused.Thank you for your time and it was my pleasure working with you. 
  
  Your feedback is important to us. After this interaction you will receive a separate closure email with an opportunity to tell us about your experience.
   
  Regards,
   
   
  ***********************
  
  
  Feel free to reopen your case if you need further assistance.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20002783
  
  In regard to their response. I did collect the emails. This is an absolute lie. I did everything required. Spent hours on this.  Especially on the phone. Then I was told that there was nothing they could go. They said theyre aware of the issue. So they admit theyre aware of it. It still persists.
  They tried to close the case and just get rid of me. They knew how to take my money though for renewal. I should not have been charged if they cant solve the issue. Im paying to be harassed by junk mail? 
  

  Business Response

  Date: 10/25/2023

  Hello *******,
  
  Thank you for reaching out to us. I apologize for the inconvenience you have experienced. I understand that you have not had the opportunity to collect the emails in the requested format. I want to assure you that we value your time and effort. Collecting data and information from our customers is an essential part of the troubleshooting process, as it helps us understand the problem more comprehensively and work towards a solution. However, I completely understand that everyone has their own commitments and responsibilities, and it can be challenging to find the time for additional tasks
  
  I wanted to provide you with an update on the issue you are facing. It is an emerging issue, and we are aware of the situation. Regrettably, we currently do not have a solution for this, and there is no estimated time for resolution. Our dedicated team has already started working on addressing this issue from our end. Rest assured, we are committed to finding a resolution and improving your experience.
  
  At this time, considering the current circumstances, we will archive this case. I understand that this may be frustrating for you, but please know that we will continue working behind the scenes to address the issue. If we require your assistance or if we find a solution to the situation, we will reach out to you promptly.
  
  Once again, I apologize for any inconvenience caused.Thank you for your time and it was my pleasure working with you. 
  
  Your feedback is important to us. After this interaction you will receive a separate closure email with an opportunity to tell us about your experience.
   
  Regards,
   
   
  ***********************
  
  
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:05/01/2023

  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.

  There is someone stalking me on MSN comments homepage . User name on ******************** comments homepage is ******************* he's the one that's stalking me. I click the report button but it doesn't do anything.

  Business Response

  Date: 05/09/2023

  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.

• Initial Complaint

  Date:04/30/2023

  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 rest my computer and Microsoft constantly mess with my emails and passwords telling that i can not use them and so that means that i cannot log in to my work and these people need to get out my emails ***** and leave my stuff along aright now

  Business Response

  Date: 05/05/2023

  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:04/30/2023

  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 account was Taken by hackers an my account information was changed including the email address. I lost all ability to use it and sent in a request to have it looked at. A support agent instead suspended my account and all my progress and items bought were lost. I appealed the ruling and they said that it was against policy and now refuse to give me my account back. I also lost hundreds ($442.73) on my Minecraft account since it was linked to the Microsoft account and i am unable to recover that without access to my account

  Business Response

  Date: 05/05/2023

  Dear *******************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Hacked account. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 20000394
  
  I am rejecting this response because: They continue to suspend my account and have not shown any attempt to help, hey gave the request to a base support person and they responded with the same pre written response as i had linked before, nothing has been done to fix the situation
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/12/2023

  Dear *******************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please visit **************************************************************************************************************************************************************** to start the recovery process as this is the only way to recover an account.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20000394
  
  I am rejecting this response because: This has been the same message and I have been going in circles for months now this company shows no will to help me get my information back and is not willing to refund me in any way
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/19/2023

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

  
   Security is of most importance for Microsoft,before giving support to an account you need to pass the ownership validation,due to the information an account holds. If no previous ownership validation is passed no support will be given to it. Please fill out the form to gain access to the account.
  Sincerely,
  
  Microsoft Corporation

  
  

• Initial Complaint

  Date:04/30/2023

  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 used to be with ***************** 365, then I bought another laptop with a life time Office Family and entreprise 2021. Everything was working properly, until I received a message to update, then I ahd to restart my computer and another message appears that my 365 will expire on May 05, 2023.I have do back and forth to obtain an appointment, unfortunatly, No person had shown up. I called ************* I had to spent more than one hour with the Agent ****** which she tried to remove 365 and install mylife time Office Family and entreprise 2021. then she had to forward the phone call to another agent PHOUB V_PHMAND who did not do anything as a higher level agent and commercial who asked me, simply to call best buy.I run the risk to loose my date or continue to work with 365 ungtil may 5, 2023 which is next Thursday.On May 5th, ******************************** to work with 3 65 and continue to pay off my subscription while I paid $345 for life time.I look forward to having an agent commercial to remove definitively my 365 and reinstall my Office family and small entreprise 2021.Thank you

  Business Response

  Date: 05/04/2023

  Hi ****,

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account business and family subscription issues. A senior member from Microsoft 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:04/30/2023

  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.

  Xbox one x broke. Purchased new Xbox series x a few months later and now my Xbox account even though I know the email and password is requiring me to verify in with phone number. I no longer have this number have spent days trying to even get a live person to help. Ended up having to make an entire new Microsoft account just to be able to get a call back from live support to be told they cannot update my info or help me get in only by doing the automated account recovery form which keeps denying it even though Ive verified my name birthday address and card Ive used to make purchases on the account.Pretty much Im being told Ive lost hundreds of dollars of games because my Xbox has been broken for a few months and I now have a different phone number and cant get the security verification

  Business Response

  Date: 05/05/2023

  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: 05/16/2023

  hi just trying to give an update regarding my complaint against microsoft. so as stated in original complain i know my login for my microsoft account email and password i was only locked out due to my security info being out of date namely an old phone number so i could not verify myself.
  
  this process unfortunately has not been much better yes someone has emailed me to fix this however i get about 1 email per day and when i respond in a timely manner i still do not here from them again until the next day so the process is very long. also after finally verifying my info like billing name address things like this they finally verified that i am the owner of the account and sent a password reset link. which i did NOT need to reset. however i did do the password reset just to follow the steps. i also ******* the link provided to update security info and was directed again to the same automated account recovery page which i filled out and havent gotten any response from the system yet.
  
  i have sent an email to the contact person who reached out to me to let them know but have not gotten a response yet. unfortunately i am in the same spot i was when i filed my complaint locked out being asked to verify my identity with a phone # i do not have anymore but now i have a new password.
  
  very dissapointed in microsoft company to be quite honest 
  

  
  

  Business Response

  Date: 05/23/2023

  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 ***** had been working with you on this issue. Upon checking, we were able to confirm the information you mentioned on your message. Please clarify your request to our agent so they can proceed with the correct assistance, you can also request to work this issue via phone call to accelerate the process.
  
  We will monitor this case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 05/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/29/2023

  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 was traveling in ****** and purchased a Microsoft Designer Compact Keyboard for 80 Euros. Two weeks later the I key broke. I brought it back to the retailer who refused to exchange it and told me I had to contact MS. I've spent two hours online trying to find a way to send this faulty product back and get a new one. It is impossible, apparently. I have the keyboard, my receipt, etc. but cannot talk to the company. It's an awful business that doesn't stand behind its products. It's even worse when they don't value their customers enough to actually speak with them.

  Business Response

  Date: 05/05/2023

  Dear *********************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your keyboard.  Please visit ********************************************************* to get warranty and service information for your accessory.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/29/2023

  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 own an Xbox series X. The **** port recently just stopped working. There is no way to repair this problem at home. This means I have to request service by Microsoft. The same company who's Xbox just failed me. The cost of the repair will be 50% of the cost of a new Xbox. How is it fair that my expensive device just stops working to no fault of my own? Xbox has a history of devices working great and then just failing and I'm sick of it.

  Business Response

  Date: 05/03/2023

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

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

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:04/28/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I believe that my Xbox account was falsely banned, and the appeal system is flawed.Without any warning, my account was hit with a permanent ban, which was a first-time offense. The Enforcement Team did not provide any information regarding why my account was banned, and the appeal process was confusing and unclear. Even though I appealed the ban, I had no idea what I was defending myself against. The Enforcement Team eventually emailed me back claiming that I was cheating, but I can confidently say that this never happened. I strongly believe that my account was hacked at the time the alleged offense occurred.I have evidence that my account was compromised, but the Enforcement Team did not provide me with any opportunity to defend myself against their claims. They shut down my appeal without any further explanation, leaving me in a state of confusion and frustration.It's important to note that I have purchased several games with this account and have invested a lot of time and money into the Xbox platform. The permanent ban on my account means that I will no longer have access to these games or be able to play online with other users, causing me significant inconvenience and financial loss.I find it unacceptable that I have no explanation of my ban after my appeal is over. Additionally, there seems to be no other way to contact the Enforcement Team to combat this false ban. My account has been in use for over 20 years, and it has been taken away from me when I have not broken any rules.Therefore, I request that Microsoft Corporation lift the ban on my account and allow me to regain access. I believe that this ban was a result of a false accusation, and I am confident that I have not violated any of Xbox's terms of service.Thank you for your time and attention to this matter. I hope for a prompt and satisfactory resolution.Microsoft Account: ********************** Xbox Account: STEELBARBER

  Business Response

  Date: 05/03/2023

  
  Hi *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox banned account issue.
  
  After further review of the account ********************** and did not find your account as banned.

  In case you are still experiencing issues with it and if you have not yet contacted support about this issue, visit Xbox support for further assistance. 
  
  Sincerely? 
  Microsoft Corporation. 

  Customer Answer

  Date: 05/03/2023

  Dear BBB,
  Thank you for your response regarding my Xbox account issue. I have received an update from Microsoft support that my account has been unbanned and I now have access to it. I received an email from *** at Microsoft support that reads:
  "Greetings *****, This is *** with Microsoft support again. Thank you for your patience while we have looked into your account and waited for enforcement to review. They have investigated the information that I provided them and upon concluding their investigation, they determined that they would lift the ban on the account, and you should have access back to the entire account now. 
  If you are unable to sign in or are still finding that you don't have access, please let me know and I will reach back out to them, but they informed me that the account should now be accessible to you. 
  Thank you for reaching out and allowing me the opportunity to assist with this matter. I am glad that it worked out and you have your account back. Please let me know if there is anything further that you need assistance with. Have a great day! Sincerely, **********"
  
  I am happy to report that my account is now accessible and the issue has been resolved. I appreciate the attention that was given to my case, and I thank you for your help in bringing this matter to Microsoft's attention.

  Sincerely,
  *****

• Initial Complaint

  Date:04/28/2023

  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.

  Microsoft and Xbox are constantly taking payments of $14.99 twice a month out of my **** account. I have opened up and investigation with my **** and they cannot seem to help. Microsoft from *******, ********** is the name of the merchant that is showing up for these charges. Now there is a charge for this month in April 2023 from Microsoft Ultima. I did not authorize any of these charges and I do not even own an Xbox and never have. I don't use any gaming machines at all. I am a student and do not have time to play with games.Microsoft is constantly initiating charges as of: March 3, 2023 for $14.99 Merchant Category Code **** ******* ** March 27, 2023 for $14.99 Merchant Category Code **** ******* ** April 26, 2023 for $14.99 Merchant Category Code ****** ******* ** I cannot get a copy of the April **** statement yet because it won't generate until early May.

  Business Response

  Date: 05/03/2023

  Dear ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recurring charges. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/04/2023

   
  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: 05/30/2023

  This complaint was originally filed and send to Microsoft because thats whose name is showing up on my **** account. However, after speaking to Microsoft, they informed me that it is not them , but Xbox that is removing money from my **** account. ******************** and Xbox are constantly taking payments of $14.99 twice a month out of my **** account. I have opened up and investigation with my **** and they cannot seem to help. Microsoft from *******, ********** is the name of the merchant that is showing up for these charges. Now there is a charge for this month in April 2023 from Microsoft Ultima. I did not authorize any of these charges and I do not even own an Xbox and never have. I don't use any gaming machines at all. I am a student and do not have time to play with games. Microsoft is constantly initiating charges as of: March 3, 2023 for $14.99 Merchant Category Code **** ******* ** March 27, 2023 for $14.99 Merchant Category Code **** ******* ** April 26, 2023 for $14.99 Merchant Category Code ****** ******* **. Another charge came in on April 26, 2023 I have provided a screenshot. I cannot get a copy of the April **** statement yet because it won't generate until early May. Im not sure sure which company is at fault but since they are both connected somehow, I want the unauthorized charging stopped and a refund issued immediately. I do not own an Xbox and I never have. I own two *********** machines. A PS4 and a PS5. My boyfriend plays with these machines. I do not. I only play games on my cell phone. None of which are Microsoft or Xbox. Not sure where or how they got my information but ** getting ready to close my **** account Ive had my account over ten years and never had any problems like this. My **** has opened an investigation a month or more ago and still no answer. Please DO NOT ask me to accept a resolution until I get a refund and someone actually takes responsibility for these charges.

  Refund, do not debit my **** account for anymore money

  Business Response

  Date: 06/01/2023

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

  We understand your position, we have investigated the case previously made for you and we see that there were three contact attempts made on the first week of may by our agent and no response received, please visit  ************************************************ or call ************ to reach one of our agents to gain assistance.
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 19993722
  
  I am rejecting this response because:

  I want to be sure this issue is resolved once and for all before I accept their decision  There is fraudulent activity on my bank account and I have to close my account, but ********************/Xbox need to refund my money and delete my payment method on file  I never made any purchases and they acknowledged that  

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

  Business Response

  Date: 06/16/2023

  Dear ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have reopened an investigation for your charges, case number **********,an agent will contact you.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 19993722
  
  I am rejecting this response because: the last time an agent was supposed to contact me, they emailed me and I had no way of knowing because I dont check emails all day long. Im a student online and immersed in my schoolwork daily. If they want me to accept their response, I am requesting a callback on my new phone number at **************
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/29/2023

  Hi *********************, 
  
  We have reviewed your case and see that our agent has contacted you via phone call to solve your issue, please keep the communication with our agent until the case has been resolved. 
  
  Sincerely, 
  
  Microsoft Corporation.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 19993722
  
  I am rejecting this response because: Microsoft and Xbox agents acknowledge that there is an issue with my bank account being used for someone named ***** personal Xbox subscription, yet refuse to give me a refund. Microsoft of *******, ********** clearly shows up as the merchant on the transaction in my bank account. My bank has been gracious in granting me the first three refunds. Microsoft needs to do their part and give me a refund of $14.99 since it shows they have been debiting my bank account each month. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/19/2023

  Dear *********************, 

  We have investigated the case and see that our agent has successfully removed your credit card information from the account that was linked to the purchases to prevent future charges, unfortunately our Pay Ops team has not been able to issue a refund for the $14 USD from the purchase. we Sincerely apologize for the inconvenience of the refund, however we will close the case.

  Sincerely, 

  Microsoft Corporation. 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 19993722
  
  I am rejecting this response because: Microsoft is at fault for the charges continuing to come through their portal. They should have taken responsibility for the charges especially since this fraudulent activity have been brought to their attention numerous times.  Im very disappointed that with all the money Microsoft has they couldnt refund a measly $14.99  Sorry to hear they are doing that badly  
  

  I closed out my bank card and got a new one. 
  
  Sincerely,
  
  *********************