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:05/25/2023
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 excel for personal pc use with lifetime license. My computer broke and I purchased new one. Microsoft will not tell me how to transfer license to my new laptop I have proof of purchase. They claim it expired and want me to pay again
Business Response
Date: 05/31/2023
Hi *************************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Initial Complaint
Date:05/24/2023
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.
They won't replace a 60 dollar controller that was under warranty when I tried calling or getting a "callback ". I have to pay 15 dollars also to play games for a month, my whole month was wasted due to defective hardware they refuse to address. So I'd like my controller replaced with a new one, I didn't buy aa us3d one and don't want one, and I'd like to get 1 month of game pass ultimate that I payed for and didn't get to enjoy due to controller drift. And since this problem, I have another controller still under warranty doing the same thing. And guess who is neglecting their duties as a company, if you guessed mic4osoft, then you guessed correc5.
Business Response
Date: 05/29/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/24/2023
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 ported my business phone number over from Skype to another provider many years ago. The law allows me to keep my phone number and port it. Suddenly today, anyone who calls my office gets and "invalid number" message. I called my current business phone provider and after much confusion and several phone calls was told that my phone number was "snapped" back by Skype without any notice or approval from me or my current phone provider. WHAT!!! How could something like this happen? My business is a financial office which relies on this phone number and is crippled without it. The phone number was active, the account always paid the day the bills are issued and has never been delinquent. The law allows for porting and keeping a phone number. It belongs to me. This has been our business phone number for 20+ years and is widely published and known among our many clients who need our help and rely on our services. I am at a loss for words. This is inexcusable, unprofessional, and abominable! I am flabbergasted as to how something like this could even happen!I want my number back!
Business Response
Date: 05/29/2023
Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.

Customer Answer
Date: 05/29/2023

Complaint: 20098226

I am rejecting this response because I was not able to get help from Microsoft Support. I was rerouted to user forums instead.
Sincerely,

***********************
Business Response
Date: 06/02/2023
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. 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:05/23/2023
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 have an Xbox Game Pass account that bills me monthly. I sold my Xbox but forgot to cancel my subscription. I dont know what email is tied to my Xbox account and so I cant log into it to cancel it. I have tried to contact Microsoft to help me find out what account its under, but all I get is an automated chat option online. When I put in what the problem is of how I cant get into my account, the chat bot wont even let me say anything until I sign in! Theres no phone number to call to talk to a real person, and they keep taking money out of my account every month.
Business Response
Date: 05/29/2023
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: 06/05/2023

Complaint: 20094199

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:05/23/2023
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.
Two months ago I subscribed to "Xbox Game Pass", with a first month price of 1$ and a renewal price of 14.99$ per month. I then forgot about it.On April 12 2023 I was charged 14.99$ with no prior warning (no email or text). On May 12 2023 I was charged 14.99$ again with no prior warning (no email or text).I didn't use Xbox Game Pass in that time period.Around May 19 2023 I noticed the two charged on my credit card statement. I was able to be refunded for the May 12 2023 charged by reaching out to chat support.I filed a refund request for the April 12 2023 charge of 14.99$ (order# **a08f4f-7429-4f7b-9157-a9d75195b8aa, refund request# **********) but after three rounds, customer service is still denying my refund request on the basis that I am passed their 30 days window refund policy.I hereby request a refund of 14.99$ for the April 12 2023 charge based for the following reasons:1. I didn't use the service 2. I requested a refund for the April 12 2023 charge approx. 37 days after the charge which is very reasonable. Credit card statements take at least one month to be produced, so the 30 days window is unreasonable.3. I was never given any warning (email or text) about the upcoming charges.Respectfully,*****************************
Business Response
Date: 05/29/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. 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:05/23/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For about 9 months roughly I have been writing and communicating with the corporate office of this company regarding an account approved by them as part of their highly advertised non profit programs. Late in 2022, we received an email stating we had asked to discontinue the account. This is absolutely false and we wrote them several times. What has happened for the last months is that they will respond an say to send a day and time for therm to call to fix the issue. Roughly 20 days and times have been given to them in writing over the months and they have never called on those times but close what they call a case and reopened and repeated the same thing.
Business Response
Date: 05/29/2023
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: 05/30/2023
Complaint: 20093810

I am rejecting this response because: Microsoft has been saying this for months. They have people.call whose first language is not English and outside of the ** which Makes a bad connection

Sincerely,

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

Business Response
Date: 06/02/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. Please keep communicating with our agent to reach a resolution for your issue, our agent will work his best to solve your issue.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/23/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft locked my account and told me to submit an "Account Recovery" form to try and get my account back which I've had since 2016. Everytime I fill out and submit one of their "Account Recovery" forms they automatically get rejected upon submitting them. I'm filling out this complaint in hopes of getting my account unlocked and reinstated because I have recently bought an Xbox One S that I was hoping to link to my now locked Xbox/Microsoft account. The email associated with the account is ********************** I have screenshots of emails that are newsletters from the official Microsoft account with my ********************** Gamertag proving that the account is mine.
Business Response
Date: 05/29/2023
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: 20093089

I am rejecting this response because: I was unable to regain access to my account through the methods the business provided.

Sincerely,

*************************
Business Response
Date: 06/07/2023
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 our advocate provided our Account Recovery form for you to complete. As you didnt pass our validation form, we cannot provide further assistance regarding this case. You can check the details you filled in the form, and re submit it, to try to regain access to your account.

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

Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/23/2023
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.
Microsoft corporation does not provide any manner in which customers are able to speak to a live human person to resolve issues with their products. I have an issue that can only be resolved through human intervention, but can get into contact with no one. The phone number listed asks you automated prompts. Then once it directs you to a website and hangs up on you, Microsoft has programmed their call system to repeat the same message, not allow you to select a new issue from the call menu, and continued to hang up. There is absolutely zero possible way to speak to a human being at this company.
Business Response
Date: 05/29/2023
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:05/22/2023
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.
After an automatic software update of Windows 365 I was locked out my own computer, because windows Hello, it does not recognize my face, fingerprint, my por or my password.I cannot reinstall the windows 365 because I have a court order saying nothing can be deleted.I want a support manager from ************* contact me to solve the problem and unlock my computer. I have spoken and chat with technical support from ***** and they do not understand what I am explaining.I need my computer because I have court dates to fulfill.I am Making Microsoft responsible for automatic installation of software update I did not wanted and licked me out my own computer, and the inefficiency of the technical support technicians I was contacted by.
Business Response
Date: 05/29/2023
Dear ********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support 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: 06/04/2023

Complaint: 20091607

I am rejecting this response because:
Microsoft support Escalation Engineer is assuming my computer is defective at distance, by an email, without even performing a hardware test, and his two previous Microsoft support in *****, by chat instructing me turning on and off my computer several times until a blue screen appeared, and them guiding me to click on restore Windows 365, meaning I have to delete my data with that click, after I sent them by Chat the pictures of the court order of a judge stating nothing can be deleted and me denying clicking on restore command of Microsoft technician , luckily I realizing that making that restore click will delete all my data. Then, a black screen with a blue sign of installing an operating system with a virtual white keyboard on it, at which the Microsoft escalation engineer is blaming my HP Spectre Envidia laptop drive for the failure of the Windows ********************************************************************************* out of it. I dont believe it credible and an expertise explanation of a Microsoft employee can provide.
Microsoft cannot blame other company as Hewlett-Packard for their unauthorized automatic update I did not request which locked me out of my data I urgently need according court orders I have.
attached is the email

Hello ******,

I dont agree of what you said.
1) the software I purchased should have been working and operating as advertised, a mere sign of a computer displayed on it screen does not guarantee me that the hardware is not working, an example of this is I remember a couple of years ago my son was at school using the school computer and he told me a black screen with a voice warned about using the computer or data will be deleted if we did not pay and the teacher did not allowed the children to use the computer for a while. The virus was called Ransomwear and in TV ********** is an article about. As far they explained to me it can overlap or make a deviation bridge to access to the software installed and data.
I am not an IT person, I work in medical field in ophthalmology, and I need my computer data with all evidence for my divorce and the custody of my son.

An analogy of what you said will be if one doctor will go massively to perform surgeries on peoples eyes without their consent under an update. Lets suppose I want to keep my wrinkles of my eyes and not update to a blefpharoplasty (a surgery on the eyelids to reduce the zagging skin) to make me look younger but can cause ocular muscle dysfunction and other problems by the cut of the tissue and an abnormal celular reconnection by itself natural healing process

That analogy represents my computer. There is no mechanical dysfunction and after that update my Data was not recognized by the Windows software I purchased which is telling me that a part of my hardware computer is not recognizing the software I purchased and it was working well with its wrinkles previous the update.

Per court order I cannot try to delete nothing.
I believe Microsoft may hire smart enough technical employees to comprehend and resolve how the go to my operating system and my data over crossing that bridge sign which is telling me there is no windows 365 or data in my computer and the operating systems has to be reinstalled which will maliciously delete the original data I have with the original software I purchased.

Please escalate my concerns and request and ask your team to solve my problem because I dont know honestly if is a defective part of my hardware new computer or what.

I dont believe Windows can update my software I purchased if your software cannot detect a storaged scanned court order signed by a judge stating nothing can be deleted, because however the systems works if it does not recognize written storaged documents, a mathematical algorithm or function cannot override itself a function in my computer to modify something if I did not click accept

A diagnosis of what happened with my computer by email or by phone is not accurate.
You cannot blame the responsibility to the malfunction hardware if you dont even performed a test. An online chat having a person across the **** telling me to push on an off several times the start botn of my computer is not guaranteed an accurate technical support of Microsoft.

Microsoft is sending massive updates in their own software already sold to customers, which in my case runned it without my consent.

The hack attack that takes your computer hostage till you pay
pbs.org

************************;
Sent from my iPhone

On Jun 2, 2023, at 10:28 PM, Microsoft ****************** Communications <*************************************************************************> wrote:

?Service Request: **********

Hello *****,

Thank you for your response.

I understand how you feel about the Windows updates that has been advised to you by your IT person but logically Windows update is a software, and a software cannot affect a hardware that way so as to not recognize the hard drive or motherboard. Your PC hardware is compatible and does fulfil the requirements of the current OS installed and that is the reason Windows was working before in your PC as well. As a technician myself I understand, a hardware failure might become a cause of a Windows update failure, not vice-versa.

Further, we would like to let you know that Microsoft only provides a best effort support for data recovery. In this scenario, all we can try is troubleshooting the issue by rebuilding the Boot configuration Data file (BCD) in order to see if the Windows gets restored with all your data files or else the only way to fix this issue would be a reinstallation of Windows which might unfortunately result in deletion of your data.

If you would like to try the above troubleshooting step with us, then please let us know your next availability and we will schedule our phone session accordingly.

Please feel free to reach out to me via phone as well. My office hours are available in my signature below for your convenience.

Regards,

****** Das
Support *************************************** and Support | Technical T3
Office: ************* Ext 50035097
Working Hours: Mon - Fri | 10:00 AM - 07:30 PM PST
<image.jpeg>
Sincerely,

********************************
Business Response
Date: 06/13/2023
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 advocate ****** had been working with you on this issue. Upon checking we were able to confirm the support case has been closed. We stand by our advocates resolution as he explained the options he could provide and explained the risks of each of them. We sincerely apologize as we understand this isnt the resolution you had hoped for, but there arent any other options than the ones our advocate mentioned and explained to you. We will be closing this complaint as theres no further action neither us or our agent can take regarding this case.

This complaint is now closed and we wont be answering further communications regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/15/2023

Complaint: 20091607

I am rejecting this response because:
Microsoft technician was very unprofessional, they work remotely from other side of the world telling me to repeatedly turn on and off my computer to override the Windows 365 Hello with password, pin face recognition and fingerprint recognition which supposed to be secure and safe, and after follow their commands my computers is locked in one screen and I cannot access to my own data. I refuse to reinstall the software because I have a court order of a ***** judge which states nothing can be deleted, metadata, pictures, videos, documents etc.
Microsoft technician in other side of the world cannot tell me remotely what is wrong with my windows software that is locked. In the year 2015 the Ransomwear virus acted the same licking your computer unless paying a ****** that happened in public schools.

I dont have to pay $2,000 to retrieve my own data from an automatic update I did not request on the software which locked me out my own data

I need a Microsoft technician in ******* who can physically verify my computer and thoroughly explain what happened.
if Microsoft technicians in the other side if the world put me in this position someone in US has to solve the problem
i dont want Microsoft actualiza nothing else in my devices without my authorization and solve the problem their updates created.

Sincerely,

********************************
Business Response
Date: 06/21/2023
Dear ********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.Upon reviewing your case, we have decided to re-open your case and contact a senior member of our technical support 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:05/22/2023
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 a complaint filed with you against microsoft ****** #********** . A chatbot keeps emailing me to get info for them on my account site. I sent you email and you responded recently. Now they have breached my privacy and have posted my documents online in my account . I am a federal employee. Today, 4/25/23 a breach of privacy of my PPI was in word and adobe documents stored on my computer-now located online in my microsoft account. I never have uploaded to a cloud to save documents and store them securely on my laptop. Today I went on my ********************************************************************************************************************** word and adobe. Many are ** government documents as I am Federal employee. These documents have never ever been online in Microsoft Account. They not only did not allow me change payment card to upload a new credit card to pay but now have posted my information on private computer to the internet site of my account. Only my profile and account information has previously for years been on my account This is a breach of my documents from my computer to MS ****** because I am in a dispute with them with BBB.
Business Response
Date: 05/29/2023
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: 06/02/2023

Complaint: 19980180

I am rejecting this response because: the response was not adequate for resolution of breach of privacy- I did not upload ppi to one drive-yet they were on my microsoft account as being on one drive. I did not cancel my subscription-their bot did that and nothing has been done to correct the ability to remove. A lot of stress. I was given a phone number that is not valid as it has too many numbers.
**********************
Relationship Manager
Microsoft Customer Support
Phone **************
[Monday-Friday 7:00AM- 3:30PM] (UTC - 6)

Business Response
Date: 06/07/2023
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 our agent offered to reactivate your Office 365 subscription for 3-months and the opportunity to work over a remote session to make sure OneDrive is properly disabled to make sure your data wont be unwillingly uploaded to the cloud. We advise you to get back to our agent with an answer and to please keep collaborating with them towards a resolution.

We will monitor your case through resolution.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 06/16/2023

Complaint: 19980180

I am rejecting this response because:
Its not enough for what they did. We continued to work together after that email and an acceptable remediation was made.
Sincerely,

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

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