Business Profile

Computer Software Developers

Microsoft

Headquarters

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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

5,232 total complaints in the last 3 years.
2,085 complaints closed in the last 12 months.

If you've experienced an issue

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:05/29/2023
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.
Microsoft:I am tired of purchasing Microsoft Office software that does not work properly. Recently I purchased Microsoft Office Home and Student for a new **** small form computer: ************** Key #F4DJK-G7CK. Most all the computers I own business wise and personally have been loaded with Office purchased opposed to signing up for Office 365. I downloaded your software as indicated only to find out it would not let me open up and use any of my Excel or Word saved documents. Documents from home and/or from my office computers. In addition the new software literally forced me to use your browser even after I had downloaded ****** Chrome and made that my default browser. I also had downloaded Eset Security Software that we use both company wide and personally. Once again Microsoft Defender has been trying it's hardest to interfere with this software. I have been using Microsoft Windows and Office way back to when it first came out. As of late every time I upgrade one of our computers it becomes more and more difficult to use any saved files without sacrificing control over to Microsoft. It appears that there is a penalty when a purchase of the software is made opposed to obtaining it through Office 365. How can your company sell a product that the purchaser immediately has to go to the Internet and try to determine why files can't be opened? How can a company knowingly release software that has proven issues as important as I indicated. This smacks of a case for further review by the regulating agencies starting with this complaint to the BBB. There also appears to be a penalty involved with this entire 365 verses purchase issue.Second complaint. I purchased Microsoft Office Home and Business to upgrade my receptionists computer: ************** Key #: X2MWQ-XRH7Q. We tried to download this software and it would not work. It ended up locking her computer not allowing us to get into it. I ended up having to take the computer to a local computer repair company called ********* located in *****, *********. They had to entirely remove the software and reset the computer. To speed up the repair as our clinic front desk was without a computer, I reluctantly agreed to have Office 365 downloaded. Now I have ended purchasing the software indicated above and also a 365 subscription for the same computer. These are serious matters as by the time these two issues have been resolved it will have cost my practice and me close to $1,000 not including software cost.
Business Response
Date: 06/05/2023
Hi ****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription issues. After reviewing the account ****************** we found that a refund was process ********** and there is not any recent purchased based on the order history.
For further assistance, feel free to visit Microsoft.om to get technical assistance.
?
Sincerely,?
Microsoft Corporation?

Customer Answer
Date: 06/07/2023

Complaint: 20117078

I am rejecting this response because: I purchased the Office Software from Office Depot per attached Key and Receipt. The software would not load on my Receptionists computer thus I had to bring the computer to Chipheads Computer Repair. They could not get it to respond and had to down load Office 365. So this Key did not work. I am asking for it to be replaced. All Microsoft has to do is look under my *********************, mnpaul77, Microsoft Account and they will see Office 365 was loaded on one of our office computers and the attached key is not in use.
Again I am asking for the software be replaced with a key that works.

Sincerely,

*********************
Business Response
Date: 06/14/2023
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription issues. As indicated in a previous message we found that a refund was process ********** and there is not any recent purchased based on the order history.

For further assistance, feel free to visit Microsoft.om to get assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/16/2023

Complaint: 20117078

I am rejecting this response because: This deals with the security key that is for Microsoft Office which is obviously a Microsoft product. I purchased it from Office Depot. It does not matter where I purchased the software from, it is your product and it does not load properly. I have already supplied a copy of the product key for your information. This has nothing to do with a refund that you keep dwelling on. That was for a completely different situation and does not pertain to this issue. Again the software would not load and even an authorized Microsoft repair dealer, ********* in *****, said I should return it for a replacement key.

Sincerely,

*********************
Business Response
Date: 06/21/2023
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription issues. As indicated in a previous message we found that a refund was process ********** and there is not any recent purchased based on the order history.

For further assistance, feel free to visit Microsoft.om to get assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/29/2023

Complaint: 20117078

I am rejecting this response because: I purchased the license from Office Depot. The key does not work. I sent an attachment with the receipt and the key. It is not up to Office Depot to make the key work. That is a Microsoft product not Office Depot. Thus, I want the Key replaced with one that works. This has nothing to do the the Office 365 return that I was refunded so please stop referring to that. Please deal with this key problem or I will have no alternative but to pursue this further in another venue.

Sincerely,

*********************
Business Response
Date: 07/11/2023
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription issues. As indicated in a previous message we found that a refund was process ********** and there is not any recent purchased based on the order history.

For further assistance, feel free to visit Microsoft.om to get assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/17/2023

Complaint: 20117078

I am rejecting this response because: For the same reason. Purchased the Office Software at Office Depot. Tried to install it and it did not work. I have sent supporting documents showing the key and the receipt. Does the product key belong to a Microsoft Office product your company manufactured and sold to Office Depot? You can not deny it is not your product key from your box. You can not deny the receipt either. Thus I either want a refund or a replacement sent to me. You can not deny the facts, that is your product and it is faulty.

Sincerely,

*********************
Initial Complaint
Date:05/29/2023
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.
On 12 Apr 2023, I purchased a Microsoft Windows 11 Home license through the ********************** on the ** that needed the license. Once purchased, the license successfully activated the Windows 11 installation on the **. On 1 May 2023, I purchased an upgrade from Windows 11 Home to Windows 11 Pro for the same **, again through the Microsoft Store on the **. Again, following the purchase, the license activated Windows 11 Pro successfully.On 23 May 2023, following patching and a reboot, my Windows 11 Pro installation reported that Windows was not activated. The reason given was that it was due to a hardware change. NO HARDWARE WAS CHANGED. I followed the troubleshooting steps on the ** and on the Microsoft Support site, but Windows failed to activate.At 2 PM on 23 May 2023, I opened a support ticket (#**********) with Microsoft Support for a call back. It has been a week, and the ticket is still sitting with no support agent assigned, and I have not been contacted by Microsoft at all to resolve the issue. Any attempts to call Microsoft support for resolution runs through an automated system which fails to resolve the issue. Any attempt to speak with a human representative fails with the automated system deferring me to their support site.I have spent $253 on a single license for Windows 11, and it is now unusable! I feel like Microsoft is trying to force me to buy yet another license for the same **, even though nothing has changed on my end. This is a brand new ** build. There has been no hardware change in the ** (though Windows 11 seems to think so), and my license has not been used on any other **.I think it is unacceptable for a company like Microsoft to have no way for a customer to contact a human support representative.
Business Response
Date: 06/05/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with Windows 11 installation. We have contacted a senior member of our Technical Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

Upon review of the case notes we see that you have a support session scheduled for June 5, 2023.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/28/2023
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.
On 5/28/2023, I attempted to use my teams account (free version) in conjunction with my 2019 paid Office suite for Mac. I was surprised to see that the company "retired" the free version and I was no longer able to to use that for my virtual job interview which is in 2 days. After deciding to purchase the 365 Office suite and "Upgrade" my office suite for **** per month so I would be able to use Teams going forward, I noticed that the company automatically assigned me a new email with the purchase - rendering the previous link to my job interview on teams useless. I contacted the company for support. The first technician was completely unprofessional and would scream at me when I clarified which button he wanted me to push. He then made a sarcastic remark, "oh thats great, I'm proud of you" when I clicked the right button. In the end it was he he could not help me, and he disconnected himself from the call. I called back and got another "technician". I walked this guy through the problem and after seeing the issue, he said he needed to call me back and he never did. He also argued with me about the purchase and stated the personal version did not include teams.In total I've spent 12 hours on my computer and Microsoft could not even Because the software is totally screwy and could not solve my issue, I decided to uninstall my previous software (2019) from the website and received warnings that doing so may render my previous documents incompatible.I took a chance and tried to reinstall my previous version from the site- WHICH I OWN THE RIGHTS to, and my MS account will not allow me to reinstall that either.And teams still does not work, not is it compatible with outlook.I'm disgusted with this change , and the lack of service.
Business Response
Date: 06/02/2023
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:05/28/2023
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 received conflicting guidance from xbox support regarding being able to upload clips from external hard drive to xbox console. I was told to download the Mighty File Explorer for that exact reason then I'm later informed by xbox support that I'm not able to upload via that method. Then, I'm told to download the xbox companion app for the ** to be able to upload to the xbox live network. Unfortunately, that doesn't work either. I lost clips from my console and xbox live due to xbox's network issues. Luckily, I had the clips backed up onto an external hard drive but no one from xbox support has been able to provide an actual method that works. I think the best option for me right now is to just file a Better Business Bureau complaint because I'm not receiving proper guidance via the xbox support ******* forum. Xbox support should know if these methods worked before they tell consumers to perform those actions. I attached a screenshot that I found from Sep. 2020 from Microsoft help forum that details the problem with the xbox companion app upload option. If the upload option was disabled back then; why is xbox support still recommending this solution??? I'm not getting anywhere near to solving this problem via the xbox support ******* forum. Xbox support should provide viable solutions to problems not ineffective solutions. I've also attached screenshots of my correspondence with xbox support on ********
Business Response
Date: 06/05/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding conflicting guidance from Xbox Support regarding uploading of clips from external hard drive or Xbox console.
We have reached out to Xbox Leads and are currently waiting on more details but wanted to share the following in the meantime:
Uploading game clips from an external storage to the Xbox network used to be possible via the Xbox Console Companion app on PC, however the feature has been removed.

According to the current experience, if a user would try to upload a game clip using the Xbox Console Companion app, they will receive a message stating that the app no longer supports this feature and will be directed to Edit game clips with the Xbox Console Companion app on Windows | Xbox Support where the same information is shared.
Please reply back to this message after June 8, 2023 and we will likely have a response from our internal teams regarding other options.
Thank you for your patience.
Microsoft Corporation

Customer Answer
Date: 06/05/2023

Complaint: 20115365

Thanks for the update. I am rejecting this response until I hear back the additional info from Microsoft. I wasn't sure if I accepted the response that it would close my case. Xbox support also recommended that I use the Mighty File Explorer app to upload clips from external hard drive back onto the console or Xbox network. Can you confirm that this isn't a viable option either? Also, would it be possible to send a gaming clip to a contact at Xbox and for them to have them upload to my network? All of my clips are unedited so there shouldnt be any security risk. I only have a couple clips that are missing so I would think that those clips could be sent via email to a Xbox contact then uploaded to my network.

Sincerely,

***************************
Business Response
Date: 06/13/2023
Dear ***************************,
Thank you for your response while we researched your complaint. Here is the response we received from Xbox Leads:

"The feature you are referring to was previously available in the Xbox Console Companion App (XCC). However, it has been removed as we are deprecating this application and transitioning to the new Xbox App. As part of this process, some features are being transferred to the new app, while others are being completely removed for security reasons.

I'm glad to hear that the customer was able to back up their game captures on an external device. They still have the option to upload these clips to any video streaming site or social network, as they own the rights to them. However, the ability to transfer these captures to the Xbox Console no longer exists. While they can still connect the external device to the console and play the clips as regular video content, the option to upload the clips to the Xbox Network through the Xbox Console, New Xbox App (PC), Xbox Website (account.xbox.com), or PC Game Bar is no longer available for security reasons".

Please let us know if we can be of further assistance.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 06/15/2023

Complaint: 20115365

I am rejecting this response because:
Xbox support is informing xbox customers to use the xbox companion app and mighty file explorer to upload xbox clips back onto the console. Obviously, there's a serious communication breakdown between xbox leads and xbox support when it comes to troubleshooting. Xbox support needs to be provided updated troubleshooting procedures instead of wasting customers time with outdated and ineffective solutions. Xbox support is still unaware to this day that uploading clips back onto the console is no longer an option. (screenshots attached). I believe since the capability was available that someone in technical support could provide a viable option for uploading clips back onto my xbox network.
Sincerely,

***************************
Initial Complaint
Date:05/27/2023
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.
This is regarding the lack of human support provided by Microsoft, despite my monthly payment of $7 a month for support services. Despite my continuous subscription I have encountered numerous instances where I needed to speak to a human. Unfortunately, my attempts to reach out for human support have proven unsuccessful, leaving me feeling frustrated and neglected as a paying customer.Ive run across situations where humans are necessary in troubleshooting, and the lack of human support has left me without a reliable avenue for assistance. I am 72-years old and dont understand instructions to go to their website for assistance. I strongly believe that Microsoft should prioritize the needs of its PAYING customers by ensuring the availability of professionals who can provide accurate support. What does the $7 a month cover instructions to go to their website? Customers who pay for support services should have the reasonable expectation of receiving prompt and effective assistance from qualified human representatives. Additionally, I should get some sort of compensation for all the years that Ive been paying and havent received support.
Business Response
Date: 06/01/2023
Hi *******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your ******* Services concern.

We understand your situation and would like to properly address your issues to the respective team. Would you be so kind to specify with further details which is the service you need assistance for. Is it a technical issues with Windows, Outlook application ? Or does have to do with billing or subscription matters?

We will be waiting for your response to assist you.

Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 06/01/2023

Complaint: 20113769

I am rejecting this response because:
This is regarding a technical issue. *** tried repeatedly to access my MS ***** but the message kept telling me that EVERY password was incorrect. When I tried to call, the recording told me that your support is now online ONLY, which is unacceptable. PLEASE explain what Im paying $7 a month for.
Another complaint I have is that I do not want a password on ANY of my Microsoft items. I live alone, Im ************************************************************************************** my life; im nowhere near tech savvy. If someone wouldve answered the phone perhaps they couldve help me with the deletion of ALL password requirements.

Sincerely,

*****************************
Business Response
Date: 06/08/2023
Hi ************;

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Word program access issues A senior member of our Microsoft team will investigate this matter and contact you directly to provide you further details and work toward a?resolution. Your new case number is?**********
?
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 06/14/2023

Complaint: 20113769

I am rejecting this response because: What is their NON-RESPONSE supposed to mean? How can I respond to a statement that says someone from our team will contact you? All want to be able to do for $7 a month is call Microsoft for support. I dont need anyone to call me. How does Microsoft justify the $7 a month? What does the seven dollars a month cover if not support? Anybody can go to their webpage and ask questions. I want to talk to a human when I have problems: Its just that ************ in mind that Ive been paying seven dollars a month for years and years and years and their response is unacceptable.

Sincerely,

*****************************
Initial Complaint
Date:05/27/2023
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.
Purchased War Zone 2 two months ago for $75. I played for two months and then was suddenly locked out and told I needed to purchase an xbox live monthly membership to play. I phoned xbox support to be hung up on multiple times before getting to speak to a person. When I reached a person they told me the same thing the console was saying but could not answer my question of why did I get to play for two months without needing a membership, when I asked that question the rep hung up on me. I am 14 years old and I am very careful with my money. I was careful to research the game before buying to know I would not need the monthly membership. I had to buy a **** per month membership to keep playing. Stop ripping off kids and get some customer service that actually listens to the caller and doesn't hang up on them. I am very hesitant to buy anything else from you ever.
Business Response
Date: 06/02/2023
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:05/27/2023
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 had an email account with ********************** that had information in it I trusted microsoft to keep safe. A hacker had somehow hacked my Southwest account and transferred my plane ticket i to a different name. I went and changed all my passwords including my email and set up 2 step. Identifiers. I believed I had my email set to receive codes on my phone ************ which is the number I used to set up my outlook. Within two more days my outlook was hacked. I tried recovery multiple times to no avail. I tried finding numbers or contacts to reach Microsoft. Nothing is a available. I provided previous emails I had sent with subject lines as requested. Deny after deny by microsoft. The hackers started getting other accounts and we got lifelock and was able to start locking diwn better but had Microsoft simply helped me or done a better job my information would be protected! This is unacceptable how easy it was to hack my email, but what really makes me mad is I cant even use my original ip address location, my emails, my phone or anything else to recover my account. I just want to at least prove to these hackers I can shut down this email they hacked!!!! They ca. use it to dupe people or my friends but I am trying to get thr word out. Why wont microsoft help me? Just because they are too bug to fail thy can ignore us little people as hackers destroy kives? If they want to tell me, Sorry. You shoukd have been more careful then fine, but dont they have a responsibility to protrct other people or businesses these hackers can try to use my previous email to trick others who might still think this is my email because it is impossible to remember everything and everyone when I have been hacked! I want help by microsoft to shut down **************************** Hackers should not be able to just own that email now because they have better IT skills than me. I want contacted and resolution.
Business Response
Date: 06/02/2023
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: 06/03/2023

Complaint: 20112103

I am rejecting this response because: I will wait until I see if Microsoft does contact me and help me. At this point I am receiving phishing emails and have friends and kids impacted. I need to know the email address is shut down and review my old email if possible to know what all was in it and contact any businesses I have not thought of. We did but life lock to help ** secure our credit, and I know I cant contain all the damage that has happened, but I feel like I deserve some assistance. Had microsoft helped me sooner and shut this down sooner not as much damage would have been done. So I need to actually see help and resolution. Microsoft did say I will be contacted so I am waiting to hear back.

Sincerely,

*********************************
Customer Answer
Date: 06/06/2023
Thank you. I would like to add a comment to this case for the manager at Microsoft helping follow my resolution. The Microsoft Case Manager reached out to me on a SUNDAY and then sent a follow ip email 24 hours alter threatening to close my case. First, a Sunday as first contact and a threat to close my case 24 hours later? So, Microsoft forces customers to contact them through the BBB, but cant give at least one full business day to receive a response before they threaten to close your case? And the initial contact is snuck in on a Sunday?

Respectfully, I am a project manager for Oracle, and I am currently working a Go Live for Fort ********, ** which started on Saturday. Please extend my condolences to Microsoft for not catching their Sunday contact until this evening, but I EXPECT to be helped and for my case to remain open until I receive that help, and I respectfully ask to be given appropriate amounts of time to respond to communication.

Thank you for your help,

******* (The Real *********************************)

Business Response
Date: 06/12/2023
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. First of all, we would like to apologize for getting contacted on Sunday, and receiving a message that the case would be closed. Upon checking, we were able to confirm despite this situation, the case remained opened, and our agent contacted you today. The case has been closed, please let us know if we can close this complaint or if you need further assistance.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/26/2023
Type:Sales and Advertising 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 filing an official complaint as a result of the horrible service i received from Xbox Chat Support Agent *****************. This agent forced me to explain my issue to her twice. Then after being given my the email address associated with my Xbox account she was unable to even locate the account. Instead of transferring me to another agent she told me my account did not exist and no other agent would be able to help me. I then asked for a supervisor but this agent refused to transfer me. This agent also refused to provide me with her Agent ID which she is bound to provide by law. I had a simple issue that needed to be addressed that ballooned because of the utter incompetence and stubbornness of this agent.
Business Response
Date: 05/31/2023
Hi ******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding yourXbox concern.

After reviewing your case and the account in which you received a charge related to Microsoft Family Subscription and according to the receipt, we proceeded to refund you for the amount of **** USD.

You will see the refund reflected on your account within 3-5 business days.Depending on your bank this may take up to 30 days. We also reviewed your account ******************* and the Xbox segment and did not find any issues.

In case you need further assistance, feel free to visit Microsoft.com.

Sincerely,?
Microsoft Corporation.
Initial Complaint
Date:05/26/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged twice for an Xbox ultimate subscription. I reached out to support who ignored me until I emailed the *** who sent me an executive customer relations agent named ********. She refunded me for one charge. Then when I would try to use my ultimate it says I need to pay again. So I was charged for a month still but was not able to use it so I got screwed out of a month of service. I told ******** but she ignored me
Business Response
Date: 06/01/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Ultimate subscription. After reviewing your complaint and recent service request ***********) we see that agent Nazareth processed a refund on May 11, 2023.You emailed on the 13th and ******** replied on the 15th with this message:
"After an investigation about your case, we need to proceed with the refund of the second charge. I have refunded the total amount of 14.99 USD to the original payment method.

Then, you can proceed with the purchase one more time as normal. This time, please make sure you only select one time the item in question, so we avoid charging twice".
Our records indicate that you were refunded on May 11 and May 15. Please let ** know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/25/2023
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.
On Wednesday May 24 2023 I attempted to create a Microsoft Advertising account with the same credentials as my Microsoft 365 Business account. During the account creation process I received an error and needed to refresh the page. Upon refreshing I was given an error and was directed to contact support. They informed me my account was subject to a standard 14 day review process which I have never heard of. Shortly after I received an email from Microsoft telling me I was banned from advertising, and then in turn I received a rejection to my appeal. In this appeal I was only asked if I wished to appeal and no information was either collected nor given to me regarding the suspension or the rejection of my appeal. I have never run an ad on the Microsoft platform or even completed the sign-up process, and now I am permanently banned and have been instructed not to ever make another account.
Business Response
Date: 05/30/2023
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

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