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 Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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:06/06/2023

  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.

  I have been a Microsoft-Xbox Customer for over 13 years. In that time I have spent thousands on subscriptions and games/movies. Recently, I lost access to the associated e-mail linked to the Xbox account. Forgetting the password and the >decade old security questions as well as the linked phone number being no longer in service, I was locked out of the e-mail account and subsequently the Xbox account. I attempted the Recovery Form several times, providing credit card information on the account, the ********************** Network ID, Console ID, Gamertag, Place/date of birth, full name and where my mother was born (one of the questions). I have attempted to contact customer service many, many times. The complete automation of the customer service process allows for no actual assistance whatsoever. Chat support agents do not even listen to the details of my situation, incessantly linking the account recovery form even after I explained to them I have already completed it. After I get transferred to a Manager, they give me the run-around and intentionally disconnect the chat, starting the **************** again. The last manager I spoke to linked me to an Xbox subreddit after I informed her I would be contacting a business bureau/contacting lawyers. The complete lack of actual customer service and disregard for circumstance is so unprofessional and indicative of Microsofts recent move to complete automation of Customer Service.I dont want access to this obsolete e-mail address, I only wish to change the associated e-mail address on the Xbox account so I can make changes to the account, manage billing on devices and secure my 13 year purchase history with Xbox, which easily totals over $10,000. If I were to ever for some reason be signed out of the account on my console, I would lose everything, with no means of reclaiming it. This is totally unacceptable and not how a loyal customer of over a decade should be treated.

  Business Response

  Date: 06/12/2023

  
  Hi ******, 

  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account and recovery request. A?senior member of Microsoft Xbox 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:06/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microsoft logged me out of my account for no reason. I have had this account for 15+ years. I do work with this account. I have an ********************** account with thousands of dollars worth of purchases. I do not have the same phone number as on my account so tried using their account recovery form ***************************************************************************************** email them. I have input my information correctly every time. They permanently locked me out and told me to open a new account. I have spent THOUSANDS of dollars on this account and have so much stuff they just dont care that I lose.

  Business Response

  Date: 06/12/2023

  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: 06/26/2023

   I have been trying to contact Microsoft for over 3 weeks. I have thousands of dollars worth of stuff locked behind my account. I am locked out and cant get through because I do not have the same phone number. When recovering my account it says the information isnt correct. Which it is. Everyone I have talked to has said oh well just start a new account. Im not losing my YEARS of games I have paid for. All the documents that will be lost. Then I filed a complaint. They reached out and asked a question. When I responded they said this has been closed try again later. They have negative customer support. So I will keep filing these until someone decides to actually help a customer recover thousands of dollars. This is ridiculous.

  Business Response

  Date: 07/11/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. 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 you were sent a password reset email on July 5th. Please follow these instructions to reset your password and be able to regain access to your account. We do apologize for the time it has taken to get this matter resolved, and we understand the reasons why you keep opening BBB complaints, but we would like to make clear all of them will be closed, as our advocates are already working on this complaint where we are currently communicating with you.
  
  Rest assured, we will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:06/06/2023

  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 hotmail account ********************* was hacked.I have spend hours trying to reach a live rep I had that account for more than 30 years and want it back

  Business Response

  Date: 06/12/2023

  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:06/06/2023

  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 Microsoft Surface Pro late in March 2023. I started using it in April. I noticed it did not charge. I looked into microsoft troubleshooting and they have a warranty process. They said I should send in the device and accessories (charger, keyboard , etc.). I sent in everything. I received a device back 2 weeks later with scratches and damages that did not match what I sent back. I also did not receive my accessories back either. A paper in the box said they would come in a separate package but there is no tracking info for this other package on my warranty order on their site. They do not have live customer service. I waited on hold for weeks and everyone hangs up on me. I just want a working device and accessories that I purchased. Amazon cannot help because the items were actually delivered to me and I am going through microsoft to resolve. I want a new Microsoft Surface Pro same new model I just bought and new keyboard and charger as well. I can't believe a company this big does not have customer service and are unwilling to assist. I also am in disbelief they would steal accessories and never send them back. I am beyond appalled and disgusted at the way they have treated me.

  Business Response

  Date: 06/12/2023

  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 **********.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20148946
  
  I am rejecting this response because: I have been trying to reach this company directly for weeks. They do not respond to calls, emails or respond back when they make promises of resolving issues within a reasonable time. They told me on 6/8/22 after I was on the phone with them for over 4 hours that day(!!!) that they would have this resolved "within 72 hours." I have still not heard back and this is still unresolved. They have given me 14 case numbers and every time I call they tell me they have no record of them. It is a scam. I just want to be refunded and them to be shut down for their lack of customer service. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/03/2023

  Hi ******,
  
  We have investigated your issue, we see that our agent had been communicating via email and phone, via email we have discussed that no further support was needed as the company replaced all surface devices. We consider the case closed.

  
  Sincerely,

  
  Microsoft Corporation. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20148946
  
  I am rejecting this response because: The vendor is lying. They have not responded to my emails. They have sent a defective item back to me. They have stolen my charger and keyboard and still have not sent those back. They did not do what they are telling you they did. I am disturbed at their lack of honesty. I just want me money back for these items purchased in March 2023 that I am yet to see back. Thanks!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/28/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Your new case number is 7021751679.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/06/2023

  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 dont have a Microsoft account. I was being charged for two accounts a month. One for $7.49 & $10.59. Every month my bank was being charged. After awhile the bank told me to call Microsoft and settle it. I called & found out there are 6 accounts attached to my name. I file a complaint with Attorney General in ********. A ************ Executive Customer Relations #******** contracted me via. I told him about the gentleman who was stealing from me. I also sent him the information. The name of the person in my bank account. He never called or answered the *** I called for a follow up and was told they cant disclose any information on this thief. I cant close this account because I dont have one. They continue to steal & Microsoft makes millions.

  Business Response

  Date: 06/13/2023

  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 **********.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/05/2023

  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 been being billed for 3 months now for a charge that I have no idea what it is. I do not have small children in my house nor have they been there in over a year. I have called, spoke to numerous people all no help. You can charge my account with my card but you can't find my card to stop charging it? A multibillion dollar computer programming company and you don't have a way to find my credit card in your system? Unbelievable. Not one person can help me at your company and I would prefer not to have to close my bank account because of YOU. I have attached my bank account showing the billing and the days that the charges were removed from my account. I would like my money back and for you to stop charging me immediately!! I would have seen the charges sooner but I have been dealing with a brother who is ill. This is NOT something I need to be dealing with at all. You are definitely the worst at customer service.

  Business Response

  Date: 06/12/2023

  
  Hi *******************************;
   
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your charge issues and refund request. A?senior member of 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:06/05/2023

  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 noticed some activity on our account that we believe is fraudulent. I have attempted to contact Microsoft (Xbox) on several occasions however I am not getting anywhere. It is nearly impossible to talk to a human being. I am beyond frustrated and feel helpless and stuck.On May 15th, 2023, I noticed several charges from Microsoft Xbox in my bank account. I logged into my sons Microsoft account and found several charges that we did not make. I went back several months and found $1,390 worth of charges that we did not authorize (from January to May 2023). All I want to do is talk to someone about this. I know my son did not make these purchases as they are all points/credits for games he does not even own or use. I also know you can pull up IP addresses & I'm confident these were not made from our home. I was able to connect with a sales person (Gabby M.) on May 16th and she started a refund request process with me. I filled it out, submitted it, and Microsoft denied every charge. Since then, I have attempted to call several times but cannot get connected to a real person no matter what I say on the automated line (it always refers me back to the website, which is absolutely no help at all). I have tried using the chat feature but was unsuccessful. I have filed a complaint with my bank, cancelled my debit card, and forbid my son from purchasing anything from Microsoft Xbox. My card is not saved in our account so I am not even sure how this happened. If Microsoft can just take the time to talk with me and go through these charges, they will see the inconsistencies and notice unusual activity in our account. I attached a list of the charges from my bank account from Jan 14 May 15 that we did not make. I also attached a copy of the denial from Microsoft. I dont see an account number but it is tied to my email address ********************** Any help or response from Microsoft would be greatly appreciated. I feel totally helpless and BROKE!!

  Business Response

  Date: 06/12/2023

  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: 06/15/2023

   
  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.The business has made contact and is willing to work with me to resolve this issue.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/05/2023

  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.

  on 5/24/23 we lost our Cloud PC (Windows 365) from Microsoft. They have an error in their trial system. WE lost all our work and installation. They promised to restore it and they have not restored it or responded.We have lost 1 weeks of work and going on 2. Our business is on hold since this incident. We have waited patiently but the situation seems to be getting worse. Please help.

  Business Response

  Date: 06/12/2023

  
  Hi *******, 

  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your cloud and Microsoft service issues. A?senior member of Microsoft will investigate this matter and contact you directly to work toward a?resolution. Your new case number is?**********.   
  ? 
  Sincerely,? 
  Microsoft Corporation? 

• Initial Complaint

  Date:06/04/2023

  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.

  Microsoft is failing to block emails that I have reported scam and has the potential to harm and place malware into my pc. I have blocked and sent a copies of the emails to Microsoft support along with email that sends me that states the emails should not be coming into my email. AARP has scamming email going around, I have informed Microsoft that the email using AARP is not a email coming from AARP. I have used all tools that Microsoft has to use to at least I thought would stop the scamming email. ********* Airlines is another one that I have continued to report as well block. The word block to me, is that a person has been blocked and they can no longer come into your email again. Then when you delete the sender, it will go from delete back into your junk, then you have to delete and sometimes it want fully delete. I have also stated that the sender is phishing, and the sender still comes into my email. I am glad that, I am not a senior citizen, and I have the common sense not open the email, and get hacked or my banking as well as personal information be stolen.

  Business Response

  Date: 06/12/2023

  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 **********.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/04/2023

  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.

  Hey, I ordered an Xbox series x which never arrived with Microsoft and I tried to solve the problem with the support by calling them and chatting with them online multiple times but they keep on just giving me excuses to wait and wait I tried everything with the company just feels like Im being ignored, Idk what else I can do to get my money back this left me with a very bad experience with Microsoft I am unsure what else I can do plz help me. this has been three weeks now, thank you.

  Business Response

  Date: 06/09/2023

  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