Business Profile

Computer Software Developers

Microsoft

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Complaints

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

Customer Complaints Summary

5,335 total complaints in the last 3 years.
2,122 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/24/2023
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.
This is a complaint against Microsoft for billing me for Microsoft ads that I never turned on. Microsoft automatically turned on and billed for ads that existed in my ****** Ads account. Here's how ******************** did this and then claimed it's my fault that I owe Microsoft money - for Microsoft ads I never ran.I own a new small business and am just getting started with online advertising. After opening a ****** Ads account I started getting marketed to by Microsoft to use their ads platform including offers such as "spend $250 and get $500 in free advertising". For a small business, that's a meaningful amount of money. I created a Microsoft Ads account just to have a look around.Once logged in Microsoft aggressively pushes you to use their platform's ****** Ads import tool. Still exploring, I tried out the tool. I never turned on any ads.Over the next 16 days I was billed 5 times totaling $455.26 for Microsoft ads. Each time I received a bill, I logged into Microsoft Ads, saw the ads were "on" (why?), and turned them off.According to Microsoft (SR#: ********** - live chat transcript attached): "the reason as to why the campaigns keeps getting turned on is because the account has an auto import from ****** that is still active."In other words, me working in my ****** Ads account somehow turns ads "on" in Microsoft's system which triggers bills from Microsoft for ads they imported from ****** Ads.Other's have complained about this. See this 5/31/2023 ********** post where someone was charged $3,000: **************************** Microsoft claims the charges are valid.I won't go near my Microsoft account. I fear that just logging in will trigger an invoice. I'm afraid to do anything in my ****** Ads account because there's a high probability that logging into ****** will mean I owe Microsoft money. I want the $455.26 Microsoft billed to my business credit card refunded and I want this Microsoft account DELETED so these charges cannot happen again.
Business Response
Date: 07/28/2023
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 7021759266.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/01/2023

Complaint: 20365915

I am rejecting this response because Microsoft sent me an email on July 28th letting me know that they had logged a support request and that one of their senior advocates would contact me within two business days. (Email attached.)
On July 29th Microsoft sent me an email letting me know that the case had been closed.
This issue is not resolved. There has been no attempt on Microsoft's part to resolve it.
Sincerely,

*********************
Business Response
Date: 08/08/2023
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 rerouted your case, thats the reason the case was closed. Upon checking, we were also able to confirm that the new case is active and being worked on. Our agent stated they will contact you as soon as possible to provide instructions on how to proceed for you to get this matter addressed. We do appreciate your patience as we understand it has taken some time to get this issue solved.Regardless, rest assured we will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/10/2023
Complaint: 20365915

I am rejecting this response because Microsoft has made no actual progress in resolving this dispute.
On August 2nd I received an email from ***********************, Relationship Manager, Connected Customer Support Experience, MindTree for ******************** **************** and Support.

****** supplied me with an escalation tracking number with her team. Tracking number: 11246645.

In that August 2 email, ****** instructed me to create a new support ticket with Microsoft 365 Support and provided a link to get started with ticket creation.

On August 3rd I alerted ****** to the fact that I followed the link she supplied, which led to a form, but I couldn't create a new support ticket. According to the error messages I received from the form, I don't have the proper credentials or account type to proceed with the form.

On August 4th ****** let me know she was working with her Technical Lead to figure out a way forward and would be back in touch by August 7th.

I didn't hear from ****** on August 7th. On August 8th I sent ***************** email to check in on the process.

On the evening of August 9th ****** emailed and asked me to call the Tech Router Team and create the required new support ticket that way.

I called the Tech Router Team and was instructed to visit this link: *******************************;

Unfortunately, that link refreshes to the same login screen that I described in my August 3rd email and I was unable to create the required support case.
And that's where things stand.
Sincerely,

*********************
Customer Answer
Date: 08/18/2023
Hello -

I have an update re complaint ID ********.

I just checked my business credit card account and see that ******************** has refunded $404.68 to my card.

The original amount that I requested to be refunded was $455.26. They still need to refund $50.58.

Also, as I communicated in my earlier email, Microsoft claims that I have racked up an additional $73.85 in ad charges since I filed my complaint with BBB and that that amount will be charged to my card.

This means that Microsoft currently claims it is owed $124.43 for ads I did not run.

My original BBB complaint request was two-fold. I wanted Microsoft to:

1) refund any charges for Microsoft ads to my credit card, and
2) delete my ad account so that ******************** can't charge me for running ****** ads.

At this point, the following acts would resolve this complaint:

1) Microsoft issues a refund for $50.58
2) Microsoft does not bill my card $73.85 for pending charges
3) Microsoft deletes my ad account so that I'm in no way charged for running ads elsewhere

Please let me know how you think I can best move this dispute to resolution.

Thanks,
*********************

************
******************
Business Response
Date: 08/23/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After reviewing your complaint and recent service request, we see the support case remains active. Upon checking, we were able to confirm our agent is transferring your case for the correct team to address your updated requests. Once again, please keep collaborating with our agent, we will monitor they address your new requests correctly.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/30/2023

Better Business Bureau:

In reference to complaint ID ********, after many hours of emailing with Microsoft AI "personas", I finally received a call from a person at Microsoft. I was passed to various departments 6 times over 1 hour and 50 minutes. Finally, I landed with an actual person who could deal with a Microsoft Ads issue. Several days later that same person informed me via email that the refunds and cancelation of pending charges that I requested had been completed. He also sent me instructions for deleting my Microsoft Ads acount.
This is the resolution that I was seeking when I started this complaint with the BBB. While it is a satisfactory resolution, I'm compelled to state that many many hours of my time were wasted by Microsoft. Also, I was unable to run ads for my retail business while waiting for Microsoft to deal with my complaint in an authentic and effective way. This dispute took over a month to resolve. Terrible customer support by ******************** that had a detrimental effect on my business and put me through needless stress and anxiety.
Sincerely,

*********************
Customer Answer
Date: 08/30/2023
Hello -

My dispute with Microsoft is finally resolved. I have indicated this in my BBB complaint.

I noticed that the message that I sent to *************************** **************************************** directly via email is part of the dispute record and that the email was added to the complaint communication thread on August 18, 2023.

That message included my name, phone number and email.

According to the BBB, "The text of your response may be publicly posted on BBBs website. Please do not include any personally identifiable information in your response."

Can you please remove the phone number and email from this dispute thread so that these do not have a chance of becoming a part of the public record of this case?

Appreciate your help with this. Thank you.
Initial Complaint
Date:07/24/2023
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.
I am being charged $69.99 per year for Microsoft updates on my laptop. I have tried and failed numerous times get cancel my account or get a live person on the phone at Microsoft. I want this account cancelled and I want my money back.
Business Response
Date: 07/28/2023
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 7021766337.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/28/2023

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:07/23/2023
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.
23 July 2023 I bought Office ************** 2021 for an iMac, for $149.99. This was to replace Microsoft Office 2011. I intended to buy just the Office software (Word and Excel), without AutoUpdate and other features of Microsoft 365 that I'd tried earlier and cancelled because of its constant interference. My understanding is based on Microsoft's website describing the difference between one-time purchase Office 2021 and the subscription based Microsoft 365: "With a subscription, you'll always have the latest features, fixes, and security updates along with perennial tech support at no extra cost." That implies that without a subscription, you do not get the latest features, fixes, security updates. I wanted the software, no fixes or security updates. When installing Office 2021, the system insisted I agree to the Microsoft extra features, implying Microsoft will check status of my computer and software etc. Nevertheless I downloaded Office 2021, then disengaged the AutoUpdate, to which the system said "Update Error ... allow Microsoft AutoUpdate to run in the background." So I contacted Microsoft chat, Case# **********, downloaded the software a 2nd time, spent an hour on chat, no resolution. I downloaded Office 2021 a 3rd time, and the system now says "The installation has failed... Contact the software manufacturer for assistance." Thereafter the Microsoft chat person sent a lengthy email about how to use Office offline installer, too technical for me to understand. I spent $1000 of my time on a $150 purchase, mainly because Microsoft no longer offers a simple one-step download without the features that bind a customer to ********************, the ********************. I ask Microsoft to refund the purchase, or refund the cost I will incur to go to an outside independent company to install this, and suggest Microsoft rewrite their description of Office 2021 and Microsoft 365 to clearly state that it always will be connected with a client's computer. Order **********
Business Response
Date: 07/28/2023
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 7021749943.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/28/2023

Complaint: 20364617

I am rejecting this response. A senior Microsoft technician phoned 07/28/23, but his mandate was to diagnose the problem and fix it, and he reserved 2 hours for that task! Please read the customer's request for resolution: either refund the purchase price (and OK to remove the software) or pay to have a local professional load the software, because the customer already has spent $1000 worth of time for a $149.99 purchase. The Microsoft technician understood, said he would immediately contact the appropriate department for refunds and that the department would very soon - I confirmed, meaning less than 30 minutes - call. It has been an hour. I emailed the technician again and cannot wait by the phone any longer. Microsoft, please re-read the resolution and resolve.

Sincerely,

*************************
Business Response
Date: 08/08/2023
Dear *************************,

Please Keep in contact with our agent until the resolution is reach, as for now we will contact our agent.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/10/2023

Complaint: 20364617

I am rejecting this response because:
I'm sorry Microsoft, but the 2 technical agents who called closed the case, because it was not a technical issues. No other agent is working on this that I know.
Sincerely,

*************************
Business Response
Date: 08/22/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We will investigate the cases that have been closed before a resolution has been reached, please visit ******************************************************** call ************, while we investigate.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/23/2023

Complaint: 20364617

I hope Microsoft contacts me, one day, to fix the problems it has caused. In the meantime, I understand that BBB cannot keep the complaint open indefinitely, without action from the company.

Sincerely,

*************************
Business Response
Date: 09/13/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Please check your inbox as our customer support agent can have contact you, if you have an email of a closed case please feel free to reply to that email to get back in contact with our agent.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/15/2023

Complaint: 20364617

I am rejecting this response because no one from Microsoft has contacted me since July 28, other than these responses through BBB, which say, inaccurately, it is contacting me. Also, no communication in spam, or in my Microsoft account. I salute the perseverance of Better Business Bureau through Microsoft's inaction. It has been almost 2 months since the problem started and I requested Microsoft remove all software purchased, issue a refund, and allow me to start afresh. With no action from Microsoft, my computer is now at an Apple-authorized repair store incurring charges. For years I've loved Microsoft Word and Excel but, now, am so disheartened by the absence of service and attention.

Sincerely,

*************************
Business Response
Date: 09/21/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.We understand you are upset about our customer service handling we deeply and sincerely apologize for all of the inconveniences.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/22/2023

Complaint: 20364617

I am rejecting this response because: Microsoft, I am not "upset about customer service," nor do I accept your deep and sincere apologies. You are a business, and we are your customers, and I am a pragmatic customer. This is not about emotion, it is about corporate responsibility to customers, particularly important because Microsoft is a monopoly. I am waiting for the phone call that a Microsoft agent months ago said would be coming soon, that day actually. Shall I still wait, or are you calling it quits?

Sincerely,

*************************
Business Response
Date: 09/28/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. One of our Relationship Managers will contact you via email, please keep an eye on your inbox for their email.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/02/2023

Complaint: 20364617

I am rejecting this response because resolution has not happened yet. Microsoft emailed 9/28, asking for my Microsoft account and a screenshot of a receipt. I replied that I was out of town till 10/3 and will provide that info then. Can the Microsoft office that helps resolve BBB complaints wait until its staff has offered a resolution?

Sincerely,

*************************
Business Response
Date: 10/05/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, the complaint will remain open until the case has been resolved, please continue to work with our agent until then.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20364617

I am rejecting this response because (1) I am puzzled that Microsoft on this BBB platform says it is still working on this and (2) the Microsoft person who got involved couple weeks ago emailed "I am very sorry but unfortunately, I cannot help you with a refund nor a compensation, Thank you for your patience and again I sincerely apologize. I will close the case at this time." Is the case open or closed? What I did learn and find disturbing: Microsoft software (Word/Excel in my case) purchased from a third party - including Apple - cannot be refunded nor qualify for compensation from Microsoft. The software must have been purchased directly from Microsoft.

Sincerely,

*************************
Business Response
Date: 10/24/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, as mentioned by our agent the purchases do not qualify for a refund/compensation due to them being purchased on a third party store and because of the amount of time it had past between the purchases and the escalation, as per our policies the claim must be done until 30 days after the purchase, due to this Microsoft will consider this case as closed.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/25/2023

Complaint: 20364617

I am rejecting this response. To summarize, Microsoft says it disqualifies refunds when (1) the Word/Excel is purchased from a third party, i.e., Apple and Amazon and (2) the request for refund exceeds 30 days from purchase. In reply, everyone reading this now knows the Word/Excel you purchase through third parties like Apple and Amazon, perhaps because you do not want the automated connection with Microsoft 365, cannot be refunded by Microsoft, even after you try but fail to work with Microsoft to remove it. Perhaps Microsoft should not sell its products through third parties, even premier ones like Apple and Amazon. Regarding Microsoft's reply that refunds must be within 30 days, I bought Word/Excel on July 23, spent a day with MS trying to eliminate the automated features, and filed this complaint through BBB on July 24. One day is within the 30-day period for requesting refunds.... not applicable to this case, Microsoft.
Sincerely,

*************************
Initial Complaint
Date:07/23/2023
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 writing to complaint against the **** credit card company Wisely and MicroSoft.Wisely **** was given to me by a company called Faststaff for an assignment I completed.My Wisely **** card was compromised on 4/9/23 for ***** x2 for ****** from MicroSoft.I reported Fraud to Wisely Credit Card, explained to the credit card company, I did not make these charges. Who would pay twice for the same service, it should have been a red flag for the credit card company because it was a duplicate charge on the same day for the same amount and for the same product. Wisely credit card stated, an investigation would be done in regards to the charges. I called back, after not hearing from Wisley for months to check on the results of fraud, and I was told it was close and the charges would not be refunded. I request information from the investigation, and I have not receive anything as of yet. I have made several attempts to contact Microsoft, and it has been difficult to get in touch with the company. I would not buy Microsoft products because it is on my company computer.I have been online, and ****** Microsoft number, but I can never get anyone to speak to about this matter,Thanks for the help. I need my money credit back or a check. Microsoft have plenty of money. The company should be ashamed of taking money from consumers, not once but twice.
Business Response
Date: 07/28/2023
Hi **********,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your duplicate charges incident. A senior member from the Microsoft technical team will investigate this matter and contact you directly to work toward a?resolution. Your new case number 7021759269

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 08/03/2023

Complaint: 20364529

I am rejecting this response because: The business was given information, but i have not received a refund. I was a little late sending the information because I was on vacation, and I did not have the card with me.

Sincerely,

***********************************
Business Response
Date: 08/09/2023
Hi **********,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your duplicate charge incident.
Based on the previous case 7021759269
we found you were refunded, for one of the orders and we stand with the senior's final response.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/12/2023

Complaint: 20364529

I am rejecting this response because:
I did not authorized either charge on my account Then the company closed the account , I want a credit for both charges So, they closed the account and keep my money. I can't believe as big as this company is, stealing from Consumers. Is this how Microsoft makes money

Sincerely,

***********************************
Initial Complaint
Date:07/23/2023
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 a brand new xbox series x april of 2020. I immediatly had issues with my series x. I sent it in for repairs 3 times. i got it back with issues. I attempted to *********** in again and was advised that my series x was black listed for repairs. I contacted the bbb on that issue which then i was contacted by xbox and was given a new console. I now have issues again where my xbox froze 4 times while updating. I contacted xbox by phone.I explained the issues where my xbox froze 4 times while updating and now i have a black screen and the xbox employee told me "oh so theres no issue with your xbox" I said "what do you mean theres no issues?" then procedded to explain the issues again. after only 2 troubleshooting steps (which i cant believe xbox didnt give us a way to factory reset the xbox with a usb like they did with the xbox one) was told i would have to send in my console for repair. I started the procedure which is making me mad just to find out after spending 499 on the console they want 299 more to repair the console.I am very upset with this company. I have owned every xbox since the original console and i havent had any issues. I have had nothing but issues with the series x and feel this generation console wasnt deisgned very well to have all these issues constantly.Resolution: I would like my console repaired or replaced for free since i have had nothing but issues with this generation.
Business Response
Date: 07/28/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is 7021758551.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/28/2023

Complaint: 20363949

I am rejecting this response because:
I am attaching the email I sent to the support member on this iissue.i would like to leave this bbb complaint open until we have worked out a solution.
Email reads:
"Hello *****,
Thanks to my brother, there's actually nothing wrong with my xbox console. The dude on the phone didn't know how to read a computer screen or just wanted to make a repair sale. My brother told me the dude was having me hold the wrong buttons for the menu.

I'm even more ticked off because I almost spend 299 on a repair that wasn't needed. I feel xbox at that point only interest was to rip me off.

I'm now looking to see what you will offer me for this almost costly yet unnecessary repair."
*End of email*
Sincerely,

*****************************
Business Response
Date: 08/08/2023
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 you are no longer in need of a repair order. We cannot provide compensation for this type of situation due to our policies. We appreciate your comprehension.

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/10/2023

Complaint: 20363949

I am rejecting this response because: correct I do not need repairs now, however I was almost ripped off due your your employee giving me the wrong steps to handle my situation and if I already didn't have multiple issues in old have spent 299 on repairs that wernt needed.
I asked her what Microsoft would be willing to offer me to make up for this almost very costly mistake and she closed the ticket and didn't respond.
Sincerely,

*****************************
Initial Complaint
Date:07/23/2023
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.
Dear ***/*****,I am writing to lodge a formal complaint regarding a substantial delay in receiving a refund for a product I purchased from Microsoft. The details are as follows:On November 2nd, 2022, I purchased a Microsoft Mouse, which unfortunately stopped functioning correctly after only two months of use. Following this issue, I filed a complaint with Microsoft in February 2023. After some troubleshooting, Microsoft's support team acknowledged the problem and approved a refund for the defective product.However, despite the refund approval, it has now been more than five months and I have yet to receive the refund. Each time I reach out to their customer support, I receive an unfulfilled promise that the refund will be processed 'soon'. My numerous attempts to resolve this issue through Microsoft's support channels have been unsuccessful, which has prompted me to seek assistance from the Better Business Bureau.The repeated delays and lack of concrete action on this matter have caused me significant inconvenience and frustration. I kindly request your assistance in this matter to facilitate the refund process from Microsoft.For your reference, the support request number for my case with Microsoft is **********.I appreciate your attention to this matter and look forward to a prompt resolution.Best regards
Business Response
Date: 07/27/2023

*****************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regardingyour mouse issues and refund request.

We understand you, and would like to let you know that after further review, we found previous cases and one of them opened recently ********** we suggest you contacting back the person who is handling your case to get any further updates about the refund.

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 07/28/2023

Complaint: 20363081

I am rejecting this response because:

I am rejecting this response because the proposed solution to contact the same support team is not satisfactory. I have been in continuous communication with the support team for over five months since the refund approval in March 2023. Each time, I have been told that my refund request is undergoing a 'deeper investigation' with no definitive timeline provided. This delay has caused significant inconvenience and I find the waiting period unreasonable. Therefore, I insist on an expedited resolution and a clear timeline for my refund.

Attached is the latest communication between me and the Microsoft representative

Sincerely,

********************
Business Response
Date: 08/04/2023
HiAhmed Alashrafy,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your mouse issues and refund request.

We understand you and would like to let you know that after further review, we found previous cases and one of them opened recently ********** / ********** we suggest you contacting back the person who is handling your case to get any further updates about the refund.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/06/2023

Complaint: 20363081

I am rejecting this response because:
Despite the advice from Microsoft Corporation to contact the person handling my case, I have already been in touch with their support team, and the response I received was not satisfactory. I was informed that my case "has been escalated to a higher department and is going through a deeper investigation with the Refund Specialist team." While this might seem like a proactive approach, I have been receiving similar responses for over five months since my refund was approved in March 2023.
Repeatedly, I have been informed that my refund is under investigation, but I have not been given a definitive resolution or a clear timeline for when this issue will be addressed. I believe I have been patient, but the lack of concrete action and consistent delay from Microsoft's side has resulted in significant inconvenience for me.
I kindly request the intervention of the Better Business Bureau to facilitate a faster resolution to this matter. I am seeking a definitive answer and a clear timeline for the completion of my refund process.
Thank you for your attention to this matter.
Sincerely,
********************
Business Response
Date: 08/15/2023
HiAhmed Alashrafy,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your mouse issues and refund request.

We understand you and would like to let you know that after further review, we found previous cases and one of them opened recently ********** / ********** we suggest you contacting back the person who is handling your case to get any further updates about the refund.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/22/2023
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.
Gift of a laptop given w/ Microsoft windows 11. For over a year now i continue to get blocked and cant sign in. I need to SPEAK to someone before i throw this computer out the window. I entered the correct password but it didnt work. I cant have a code sent bcuz Microsoft has decided my landline # is a cell. I cant verify via email bcuz my ISP keeps dropping, totally unreliable. I have an old desktop w/ Windows 8 but it takes abt 15 mins to load a page and often wont load. Microsoft keeps sending me to the web to fix which clearly doesnt work for my situation. If Microsoft is going to lock me out of my account then they should have some way to contact them, a phone number where a person actually answers. My neighbors have been trying to help to no avail. I really need Microsoft to call me, PHONE me, to help me access my account and set it up so i dont have to depend on the internet to access my laptop and this problem solved once and for all.
Business Response
Date: 07/27/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Log in 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 7021698540.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/14/2023
Hello,

I'm responding to Microsofts reply.
Despite Microsoft stating they would investigate and contact me directly, they never did so I am unsatisfied w/ their empty response.
However, I was able to obtain the assistance from someone else and resolved the issue MYSELF, no thanks to Microsoft.
Microsoft should not block people from their own accounts WITHOUT having a way to fix it or update incorrect account info, completely unacceptable to not be able to SPEAK with an account representative.
Thank you BBB for your assistance.

*******************************
Initial Complaint
Date:07/22/2023
Type:Sales and Advertising 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 sudenly received a notice from Microsoft that my paid personal office 365 family account tied to my email address ***************** had been locked for violating the Terms and Conditions with no details as to what those violations may have been. As far as I know I have not violated those terms and conditions or done suspicious activities online. I'm therefore not sure what this is about. I followed the directions to file an appeal. This account has my entire life tied to it, emails, photos, onedrive documents and is a paid account. I have not, to my knowledge, done any activities that would violate the terms and conditions and I am baffled as to why this happened. I contacted Microsoft through their online forms and got no responses. There is unfortunately no ways to discuss the issue with anyone as you cannot call and talk to someone about this. The only repsonse I got was an automated email saying someone would "maybe" get back to me if needed. I use my account for storing all my personal files, emails, consulting work I do, family pictures and family account and also use it to logon to my personal computers, xbox, etc.... This is devastating to me as my life is at a stand still until i get my account unlocked. The only issue that I can think of that would have caused this is that i received a scam email from intuit with a fake invoice to pay on Thurday, July 20th. I confirmed this was a scam and forwarded the email to Intuit safety team and filed an FTC complaint. I then saw someone had replied to the email and said to get lost so i instincively replied in kind to what i thought was the scammer. It seems the scammer had sent this email to a mailing list and anyone replying to the email was also replying to everyone on the mailing list. I realized this but it was too late to recall the email. There were many people responding also, and this is the only thing that i could think could trigger this lock. I was a victim of this scam email like everyone else.
Customer Answer
Date: 07/25/2023
Good morning, to my surprise Microsoft responded and resolved my issue. There is therefore no longer a need for this complaint. Is it possible to have it removed?

Thank you!
Initial Complaint
Date:07/21/2023
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 ******* have spent 9 hours trying to resolve an issue with a Microsoft Surface Pro X tablet. We started at 10:40am, & it continued with over 20 phone calls until 7:40pm! Every time we had to call back, we had to go through the entire explanation again, and that's if we were even lucky enough to get past the automated answering service. We talked to at least 10 different advocates and 1 supervisor, but still don't have a resolution. The detachable keyboard no longer works with the tablet; it doesn't register that it is connected. (Case #**********) We were told by 2 different advocates that it's a common issue that's been reported & they're still investigating the reason for it. They also told us we would need to try all the troubleshooting steps, including factory resetting the device. If it still didn't work correctly after that, Microsoft would send a replacement for both the keyboard & the device (both less than a year old & under warranty), since they did not know if it was a hardware or software issue. Then after we completed all they asked, another advocate, ****, told us that Microsoft would NOT replace either the keyboard or the device at this time. They were still investigating the issue & any replacements were on hold until an undetermined time. She said to use a Bluetooth keyboard. We said we didn't have one & asked if Microsoft was going to send one to us. She said no. I need the device and keyboard for college, so we asked to speak to a supervisor and she hung up on us. After a few more calls, we finally got a supervisor, ******, who acted like it was definitely an issue with the keyboard, & said she would get a replacement sent for us. She asked for our phone number in case of disconnection, tried to transfer *** **** were disconnected. She still has not returned our call, even though we called back AGAIN and asked another advocate to send her an email to call us. It feels like we are being given the run around until the warranty expires! RIDICULOUS
Business Response
Date: 07/28/2023
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is 7021757868.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/05/2023
A senior advocate did not contact us in 2 days. I waited 3 business days and then I had to call them again on Aug. 2nd. They told me the case #********** had been closed. We finally got a supervisor, *****, who emailed a shipping label to return the keyboard. He said we are now back to the previous case #**********. We just sent back the keyboard yesterday. In **** days we should receive the new keyboard. ***** agreed that if the keyboard replacement did not solve the issue, Microsoft will replace the tablet device. Hopefully we will eventually have a working device again.
Initial Complaint
Date:07/21/2023
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.
This is in regards to Service Req #********** I received from Microsoft rewards. They stated that "after review, we regret to inform you that your Microsoft Rewards does not conform to the Microsoft Services Agreement governing the Rewards program. Our research indicates that you or your Microsoft Rewards account has engaged in one or more violations of the Microsoft Services Agreement. As a result, your orders have been cancelled, any points accumulated in your accounts have been voided, any pending prize orders have been cancelled, and you're disqualified from participating in Microsoft Rewards." None of which is true.When I never received a follow-up to my initial support request, #**********, at the end of April, where they said they would investigate this issue, I tried to see if the problem could be with my account. I used a second email I have with them for the two-step verification for security, that they suggest for everybody to use, to see if it would work with Microsoft rewards, and when I discovered the issue was still with their program, I stopped that, and this was after the initial issues with their program popped up at the end of April.Looking at microsoft community, and other forums, there are dozens upon dozens of threads, with hundreds and hundreds of people reporting the same issues, not only in the US, but around the world.I have linked to my microsoft account not only my US phone number, but also one of my US credit cards. If it is an issue of determining my eligibility, I can always send a screenshot of my credit card statement with my US address associated with my credit card, minus my financial information of course. I have offered a solution to this, but they need to fix their issues. I hate the fact my old laptop conked out on me, as I had windows 10 on it, but it seems ever since they introduced windows 11, and this new bing, Chat GPT, it has been nothing but problems.
Business Response
Date: 07/26/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards Program. 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 7021642524.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/01/2023

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 so far, DEPENDING on whether my issues are resolved. I will contact BBB, once again, if the business has not resolved my issues.
Sincerely,

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

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