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Computer Software Developers

Microsoft

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Complaints

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

Customer Complaints Summary

5,232 total complaints in the last 3 years.
2,087 complaints closed in the last 12 months.

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

Initial Complaint
Date:05/22/2023
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.
Hello, yesterday I received notices from my bank stating that Microsoft pulled multiple payments of $39.99 out of my account. These payments were not authorized. The results behind this caused my account to almost overdraft, my bank account being locked and my debit card being canceled. I have tried to reach out to Microsoft all morning but cannot get through the automated assistant. I tried chatting online as well but no success. I am beyond livid because I cannot get in contact with them to get my funds refunded back to me. There is no way that $39.99 should be pulled out of my account 7 times in a matter of minutes. Please assist me with this issue.
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.
5/22/2023 More proof of coordiN8ed group targeted harassment by ******* ***** friends via Xbox ************** & other social media platforms, for over 3 years now siNce 2/15/2020, him ***** friends have used 57+ gamertags to stalk, harass, & sabotage ******* gameplay experiences, & livestreams: **************************** I have a text document with proof of the 57+ Xbox Live gamertags, certaiN messages, gamertags, videos they`ve made about me, & whatever else, but that`s too much iNfo to fit here withiN **** characters, so iNstead I attached the text document to this complaiNt.I have been permanently suspended 4 times on Xbox Live for doiNg less viol8iNg thiNgs, yet this guy has been gettiNg away with contiNued stalkiNg, coordiN8ed group targeted harassment, with him & several of his friends, amountiNg to a total of about ***** people now stalkiNg me & most of them are iN coordiN8ion... No thanks to the "Xbox Enforcement"/"Xbox Safety" that wrongfully & discrimiN8ly banned me 4 times, but then allows this, even though I actively report it for 3+ years, reportiNg 57+ gamertags... This is complete corruption, fraudulence, favoritism, & white-collar crimiNal activity by Microsoft &/or Xbox employees.
Business Response
Date: 05/25/2023
Dear ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration and the seriousness 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: 05/27/2023

Complaint: 20088898

I am rejecting this response because: I have plenty of evidence iN the attached documents to prove that they`re beiNg biased, favoriNg others, & allowiNg those said others to target, harass, stalk, & cyber terroriZe (cyber stalk), sabotage my craft ******** & Twitch livestreams), sabotage my gameplay experiences specifically on their services, & cyber stalkiNg is a federal crime, this shouldn`t have been overlooked for 3 years, I`ve reported every account & every message that I could detect, who knows the amount of accounts messaged me along w/ these particular said others, that I wasn`t even aware that they were also iN on the coordiN8ed group targeted harassment. This is completely unlawful, unprofessional, fraudulent, discrimiN8ion, favoritism, & white-collar crime, they permanently banned me 4 times iN 2 & a half years for less offensive thiNgs, meanwhile this guy & his friends, a collective of about ***** now, can stalk me for 3 years siNce 2/15/2020? Unreal!

Sincerely,

***********************
Business Response
Date: 05/31/2023
Hi ***********************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. The Safety of our users is of the most importance to us and we make sure to make our Xbox community safe for everyone,However you must visit ******************************************************** call ************ to reach one of our agents to gain assistance. We cannot assist you until you have gone through dedicated Microsoft support channels. When you are with an agent please provide all the information so a proper investigation can be opened. Microsoft will no longer be responding to this thread.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 06/05/2023

Complaint: **088898

I am rejecting this response because: Xbox Support case numbers: ********** + **********
How I met "juxhn" on 2/15/****: ***********************************
(He was clout chasiNg because he saw I was rank??795 (Out of ***** ranks) & had ***** #Xbox followers on #iNN8k & eventually saw that I had 1k+ ******** subscribers, so him & his two friends 3v1'd me duriNg that livestream. He killed me 3 times & I killed him once. 2 months later on 4/21/**** I killed him 9 times: **************************** )
(At some poiNt "Hellaskecher" tried to stream-snipe & kill me while I played "Red Dead OnliNe" but failed as I ran iN circles & managed to start another on-call mission teleportiNg away, avoidiNg his assassiN8ion attempt)

SiNce then, for 3 years now:

juxhn, centom, & /or hellaskecher - 3 years of stalkiNg & targeted harassment siNce 2/15/****, when I met juxhn, tryiNg to clout ***** off of my name. They've stalked & harassed me maiNly through Xbox & ******** but also Twitch, Discord, & ******* (Not so much ******* as the other platforms).
They've doxxed me & disclosed my work & crimiNal history publicly while I'm livestreamiNg, iN my ******* live chat & iN my Xbox messagiNg system, knowiNg that I'm livestreamiNg & regularly checkiNg my Xbox iNbox to engage with the *** & Xbox communities through the Xbox Live ***************** post system, forciNg me to feature their iNsultiNg messages & my work & crimiNal history on my streams.

( But also understand that they origiNally stalked & harassed me on my gamertags "iNN8k", "iV8k", & now "Cyclops Cult", but iNN8k & iV8k were permanently suspended )(But for sure all of these gamertags listed have stalked &/or engaged iN targeted harassment agaiNst me, as "juxhn", "centom", "hellaskecher", &/or friends of them, assistiNg them, I also have 9 other active gamertags, which the three have harassed me on iN the recent past too, but of course "Cyclops Cult" is my maiN gamertag )

Here is a list of gamertags "juxhn", "centom" &/or "hellaskecher" used to stalk & harass me with:

wolfcub75 - ***************************************************************************

mozartthe1 - ****************************************************************************

clownwatch - ****************************************************************************

Yuukaiski - ***************************************************************************

wolfknight22#*** - *********************************************************************************

racksupfr - ***************************************************************************

outchrome - ***************************************************************************

stage 3#**** - *******************************************************************************

endofnate - *************************************************************************** - (Harassed me very recently)

microrewards#*** - *********************************************************************************

dryerpainter113 - *********************************************************************************

microrewards#*** - *********************************************************************************

astr0m1nt - ***************************************************************************

staplemage45 - ******************************************************************************

in8ksdada - *************************************************************************** - (Harassed me fairly recently)

astralsageee - ******************************************************************************

messedup#**** - ******************************************************************************

player49005560 - ********************************************************************************

ttv tryhard#**** - *********************************************************************************** - (Him or somebody with a similar gamertag, iN coordiN8ion with "juxhn", "centom", &/or "hellaskecher", but defiNitely "hellaskecher" because he joiNed the session as well at some poiNt, tried to joiN my LFGroup post for a *** griNd session & tried to kill me iN *** OnliNe, disruptiNg my LFGroup post & engagiNg iN stalkiNg & targeted harassment)

greenarrow#**** - ******************************************************************************** - (Friends with them, assisted with their stalkiNg & targeted harassment agaiNst me, probably deceptively, tryiNg to joiN my LFGroup post for a *** griNd session)

itsravenmcfly - ******************************************************************************* - (Friends with them, assisted with their stalkiNg & targeted harassment agaiNst me, probably deceptively, tryiNg to joiN my LFGroup post for a *** griNd session)

xr3kyn - ************************************************************************ - (Friends with them, assisted with their stalkiNg & targeted harassment agaiNst me)
j0ked0n - ************************************************************************* - (Possibly didn`t stalk & harass me, but is friends with them)(But I'm pretty sure he did assist them)

geoff#**** - *************************************************************************** - (Possibly didn't stalk & harass me, but is friends with them)(But I'm pretty sure he did assist them)

NiqueNuts - *************************************************************************** - (Possibly didn't stalk & harass me, but is friends with them)(But I'm pretty sure he did assist them)

riverunsdeep - ****************************************************************************** - (Possibly didn't stalk & harass me, but is friends with them))(But I'm pretty sure he did assist them)

joeconey - ************************************************************************** - (Possibly somebody else harassiNg me from a secondary gamertag, can't remember, but this person contacted me recently (January **23)
EnragedVirus19 - ******************************************************************************** - 1/22/**23 - Harassed me by messagiNg me on both of my gamertags "Cyclops Cult" & "lilumiNatey" Here is what he said to lilumiNatey at around 6AM EST on 1/22/**23:

"lmao ***** you're a muppet, give the rocks you have for brains a good kick"

"you're an actual bot"

"you're such a dunce that you thought i blocked you and you proceeded to spam message me, people don't get messages from people they've blocked you brainless bum"

"what's even funnier is the fact that you're so mad for being told that you're wrong that you had to turn in to a key board warrior and make even more of a fool out of yourself"

"unplug the console for a few months and take some time for yourself, check you're ego because walking around like you're a god when you're literally nothing is a bad look"

"oh, and nice try getting the last word in on your second account, but i win, bot."

"me and your mom are going to discuss your poor attitude as of late little Natey-poo"

"i'm actually baffled that you called me a "??k" do you not know how to spell the terms "door" or "knob"? ??"

"imagine thinking someone blocked you, so you call them a coward, and then proceed to block them...like the coward that you are lmaoooo"

"??"

RambosAmmo - **************************************************************************** - 1/23/**23 while livestreamiNg at 3:23 AM EST "juxhn", & possibly "centom", & /or "hellaskecher" coordiN8ed together, stalked & stream-sniped me & killed me via *** OnliNe at around the 8:13:35 **** of my livestream: ************************************ (When he first tries to joiN my session: ************************************)

After killiNg me he set his CEO name as my personal phone number & activated ******************** forciNg my number to display at the bottom left iN the kill-feed area: ************************************

He also messaged me & said: "1-0" & also messaged me from gamertag "Tweetta" at the same time.

Tweetta - ************************************************************************* - 1/23/**23 Messaged me from both this gamertag & "RambosAmmo" as they stream-sniped & killed me iN *** OnliNe usiNg gamertag "RambosAmmo".
"Tweetta"'s messages to me:
"In8k killed by ***** while attempting to deliver acid 1-0"
"[This message was deleted]"
"You"

Also take note, that they stream-sniped me on 1/23/**23 to mock me about the fact that my dog died on 10/23/**22.

"juxhn"'s channel(s) & video(s) about me:
******************************************;
He has made 8 videos about me through this channel:

1: *******************************************

2: *******************************************

3: *******************************************

4: *******************************************

5: *******************************************

6: ******************************************* (1/25/**23)

7: ******************************************* (1/25/**23)

8: ******************************************* (2/**/**23)

His friends' channels & videos about me:
*************************************** - Don't know who this is iN regards to their gamertag, but I assume this is "centom" &/or "hellaskecher".

1: *******************************************

"centom"'s channel:
*************************************************************;
Didn't see any videos about me.

Now here's where we have a problem, my dog (Rednose Pitbull) **** died at 12 years old on 10/23/**22, I filmed ****'s corpse, & iN this person's ******* Short below shows 2 images of **** dead, mockiNg & harassiNg me & my dog's death, this ******* Short below was published on 11/15/**22, about 1 month after my dog's death:
Channel: ***************************************

******* Short video: *******************************************

2/28/**23: I believe "Hellaskecher" from Xbox Live used channel "**********************************" to publish a video cyber bullyiNg me, iN coordiN8ion with "juxhn" from Xbox Live & *******: ******************************************* . You can see the ******* account liNked to the ******* channel: **********************************/about - ************************************;
The title of the video clearly mentions plans of future harassment as it`s labeled a trailer, this should be enough for their channel &/or video to be taken down or channel striked.

SiNce about December **22, but particularly iNtensified on 3/17/**23, still beiNg stalked by 10+ or more players siNce 3/17/**23: Full details: ContiNuously beiNg stalked & targeted by group harassment on Xbox Live via *** OnliNe. Gamertags:

raise the bar (aka bluraise, but also uses other gamertags)

account.xbox.com/Profile?Gamertag=raise%**the%**bar

account.xbox.com/Profile?Gamertag=bluraise

ii 666 ii2348

account.xbox.com/Profile?Gamertag=ix%**666%**lx

ars cure

account.xbox.com/Profile?Gamertag=ars%**cure

ayzuxin

account.xbox.com/Profile?Gamertag=ayzuxin

fst atom

account.xbox.com/Profile?Gamertag=fst%**atom

mk1nub

account.xbox.com/Profile?Gamertag=mk1nub

a wild glizy

account.xbox.com/Profile?Gamertag=a%**wild%**glizy

delete *****

account.xbox.com/Profile?Gamertag=delete%**japan

johndrednut

account.xbox.com/Profile?Gamertag=johndrednut

guybreezy

account.xbox.com/Profile?Gamertag=guybreezy (Hasnt been actively comiNg after me, but he has iN the past w/ raise the bar)

quanzxi

account.xbox.com/Profile?Gamertag=quanzxi (Only harassed me w/ party iNvites & then iNsulted me iN a party I iNvited him to, but still iN coordiN8ion w/ these other guys)

3/25/**23:

vlshxckwxve v

account.xbox.com/Profile?Gamertag=vlshxckwxve v

willywhacker

account.xbox.com/Profile?Gamertag=willywhacker

ii 666 ii2348

account.xbox.com/Profile?Gamertag=ix%**666%**lx

ayzuxin

account.xbox.com/Profile?Gamertag=ayzuxin also stalked me with them

ttv gatblast

account.xbox.com/Profile?Gamertag=ttv%**gatblast - Specifically @ around 3:45 PM EST

bluraise aka raise the bar just stalked me with another player: superboy9675 at around 5:50 PM EST

raise the bar

account.xbox.com/Profile?Gamertag=raise%**the%**bar

bluraise

account.xbox.com/Profile?Gamertag=bluraise

superboy9675

account.xbox.com/Profile?Gamertag=superboy9675

ivfr33kdvi

account.xbox.com/Profile?Gamertag=ivfr33kdvi

3/26/**23 at around 8PM EST ii 666 ii2348 & fst atom stalked me through multiple *** OnliNe freemode sessions

@ around 8:** PM EST hauntxdsins joiNed iN on the stalkiNg & coordiN8ed group targeted harassment

hauntxdsins

account.xbox.com/Profile?Gamertag=hauntxdsins

scentalyy

account.xbox.com/Profile?Gamertag=scentalyy

fiigiop

account.xbox.com/Profile?Gamertag=fiigiop

Theyre stalkiNg, stream-snipiNg, cheatiNg/glitchiNg, & potentially hackiNg, followiNg me from session to session to sabotage my livestream & gameplay

3/17/**23 Proof: youtube.com/live/ijcank0lZZ4?feature=share

3/17/**23 More proof: youtube.com/live/z-UO_T67Rq4?feature=share

3/25/**23 More proof: youtube.com/live/WvGW1q6UJTk?feature=share

3/26/**23 More proof: *******.com/live/WTUEgBsHcuM

iN this livestream you can also see harassment from juxhn, hellaskecher (Changed his Xbox gamertag to soggychippy), &/or centom, a group of people who have stalked & harassed me siNce 2/15/****, which Ive actively reported & proved theyve harassed me *****+ gamertags over 3 years, & multiple accounts on other platforms

3/27/**23:
whatsbrakkin255
account.xbox.com/Profile?Gamertag=whatsbrakkin255
Harassed me for "juxhn" & "lz6d" aka "raise the bar" aka "bluraise". Deceptively messagiNg me this: "Hey bro someone told me ur good at gta can u help me get money? Plz thanks"
I didn`t reply because it was suspicious, & I was consideriNg calliNg him out for beiNg creepy. At one poiNt I was on my Xbox App & saw he was iN a party with 2 unknown people, so I joiNed it & saw "juxhn" & "lz6d" (aka "raise the bar" aka "bluraise") iN the party with "whatsbrakkin255", proviNg that he was sent after me by "juxhn" & "lz6d" (aka "raise the bar" aka "bluraise") furtheriNg more evidence proviNg they`re engagiNg iN contiNued nonstop coordiN8ed group targeted harassment, & if you look at some of the videos on ******* & some of the messages they`ve sent to me, they`re claimiNg they won`t stop stalkiNg & harassiNg me, sayiNg thiNgs like "This is stage ***** You aren`t ready...", which proves they`re dedic8ed to stalkiNg & harassiNg me, iNcrimiN8iNg themselves & proviNg that they plan to nonstop stalk & harass me...

5/15/**23:
Evidence of more coordiN8ed group targeted harassment on Discord & Xbox Live & suspicious phone call on 5/15/**23:
**************************************
************************************** (Proof of the suspicious call, the person called & said "I have a question" once or twice but I overtalked him & ended the call because I knew it was suspicious & assumed it was one of these recent cyber stalkers. (I said, who are you?! about 3 times & hung up, then blocked the number)
The phone number: **************
**************************************
**************************** ("quanzxi - account.xbox.com/Profile?Gamertag=quanzxi - (This guy has stalked & engaged iN coordiN8ed group targeted harassment towards me before on or around 3/17/**23)

5/16/**23:
zlhomxlucr (aka il ************* - account.xbox.com/Profile?Gamertag=il%**auxi%**li )
account.xbox.com/Profile?Gamertag=zlhomxlucr
Messaged me on Xbox Live on two of my gamertags (I actively use 10 gamertags)(My maiN gamertag is Cyclops Cult - account.xbox.com/Profile?Gamertag=Cyclops%**Cult ) tryiNg to joiN me on my secondary gamertag "lilumiNatey" - account.xbox.com/Profile?Gamertag=lilumiNatey . He messaged me on both Cyclops Cult & lilumiNatey.

Additionally, "ars cure", "ii 666 ii2348", "ayzuxin", & "raise the bar" on Xbox Live still contiNuously stalk me from session to session iN *** OnliNe (Grand Theft Auto V) tryiNg to hit me w/ orbital ****** shots & kill me iN any way they can, while sabotagiNg my livestreams &/or iNterruptiNg & manipul8iNg my gameplay experiences
account.xbox.com/Profile?Gamertag=ars%**cure
account.xbox.com/Profile?Gamertag=ix%**666%**lx
account.xbox.com/Profile?Gamertag=ayzuxin
account.xbox.com/Profile?Gamertag=raise#**the#**bar

5/22/**23
More proof of coordiN8ed group targeted harassment by "juxhn" & his friends via Xbox Live, ******** & other social media platforms, for over 3 years now siNce 2/15/****, him & his friends have used 57+ gamertags to stalk, harass, & sabotage me & my gameplay experiences, & livestreams: ****************************

On or around 5/16/**23 ars cure, rielmichael, & bluraise coordiN8ed group targeted harassment: ****************************
Description: bluraise fails stalkiNg me iN a *** OnliNe freemode session as I simply hang out iNside of the ** Car Meet safely
Then "ars cure" attempts to hit me w/ an Orbital ****** shot from his Facility property, as I sold my Acid, but I was iN a tunnel & was aware that he was iN my session, so I stayed iN the tunnel, preventiNg him from hittiNg me w/ the Orbital ****** shot, so he left.
Then "rielmichael" ( account.xbox.com/Profile?Gamertag=rielmichael ) who I noticed is friends w/ "ars cure", failed tryiNg to kill me while I was doiNg a Diamond CasiNo heist prep, it backfired because I ended up killiNg him.

At about 3:53 PM EST on 5/28/**23, "uselessrats6129" ( account.xbox.com/Profile?Gamertag=uselessrats6129 ) messaged me on Xbox Live (My maiN gamertag "Cyclops Cult") & said: *********************************;

5/30/**23 I noticed an iNstagram post by "quanzxi" ( account.xbox.com/Profile?Gamertag=quanzxi ) addiNg to the contiNued coordiN8ed group targeted harassment, proof: **************************************

Here are 2 Xbox Support Request #s proviNg that those first 3 iNdividuals I mentioned have harassed me for over 3 years now *****+ gamertags, siNce 2/15/****: ********** & **********

Sincerely,

***********************
Initial Complaint
Date:05/21/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has been withdrawing $15.89 do my bank account since January. I have no idea why. I don't own a home computer. And I have no way of stopping this withdrawal from occurring. I went into their website and it shows I have no banking information on file. Also, I called their phone number *********** but it will not allow me to talk to anyone it just tells me to go online. Please help me stop these payments from being withdrawn from my account and I need $63.56 refunded back to me. I was charged Jan, Feb, March. April. And please Hurry so I don't get charged again in May.
Business Response
Date: 05/25/2023
Dear *******************,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/27/2023

Complaint: 20086370

I am rejecting this response because: I HAVE BEEN CHARGED ANOTHER $15.89 TODAY AND HAVE NOT RECEIVED A RESOLUTION AT ALL!!!! DO NOT CLOSE UNTIL MY REFUND HAS BEEN ISSUED AND THE PAYMENTS STOP BEING WITHDRAWN FROM MY ACCOUNT!!!!

Sincerely,

*******************
Business Response
Date: 06/01/2023
Dear *******************,
Please keep in communication with our agent for them to continue the investigation and issue the refund if eligible.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/06/2023

Complaint: 20086370

I am rejecting this response because: I still have not been reimbursed or told that they will stop withdrawing funds from my account.

Sincerely,

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

As per our investigation we see that our customer support agent cancelled your subscription and stopped future charges, and notified you that for refunds you need to prove ownership of the account before we can issue a refund for the charges.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 06/16/2023

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.
***FINALLY AFTER WEEKS OF AGGRAVATION.....****** resolved the issue. ****** on the other hand was an aggravating moron***

Sincerely,

*******************
Initial Complaint
Date:05/20/2023
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.
On March 20, 2023, Microsoft charged an inaccurate bill to my bank account. I have a ******************** Office 365 subscription on monthly payments of $7.48 per month. This has been accurately billed for several months including March of 2023. It is charged on or about the 21st of each month. On March 20, 2023, ******** charged my account an additional $105.99 that I had not authorized and have no subscriptions with Microsoft in this amount.There is no live customer service option to resolve issues with Microsoft. Unfortuntately, I do not recall my password for my account. That being the case, Microsoft allows you to request a new password by filling out a form. I have filled out the form a few different times but my request is denied each time stating inaccurate information. I have only had two addresses and email addresses in the last four years. I have tried the request form with each address and it is still being denied. Therefore, I do not have access to my account information or any sort of help with this situation. Further, the address I gave for this complaint may not be the correct address for my account because the only way to see the actual address for your individual account is only found in your Microsoft account, which I continue to be denied access to.In the meantime, I have contacted Microsoft through their ******** page multiple times. The times that I have received a response has only directed me back to the same request form that I keep being denied even though my information is correct. I contacted them through their ******** page again once this month and received no response again.On May 21, 2023, I started a dispute with my bank, US Bank, against the Microsoft charge of $105.99. Microsoft only responded to them stating I have a Microsoft Office 365 subscription. However, my subscription is for monthly payments of $7.48. There is still no information on why Microsoft charged me the $105.99 on May 20, 2023. The bank and I assume that Microsoft incorrectly billed me the annual fee for the subscription in addition to my monthly subscription fee of $7.48. I have no other subscriptions with Microsoft. The bank is unable to correct the charge based on the minimal information Microsoft gave them.
Business Response
Date: 05/25/2023
Hi ********,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues and refund request.A senior member of our Microsoft 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
RE: Complaint ID # ********:

This issue has not been resolved. I received a phone call from *****, an agent with Microsoft, on 5/27/23. She informed me that the $105.99 charged by Microsoft to my bank account is not in my account with my gmail address. She believes that what likely happened is that when I purchased and set up my laptop in 2022, Microsoft Outlook assigned me an Outlook email address and set up a subscription authorizing recurring annual fees of $105.99. She stopped the recurring payments from today on but says there is nothing she can do about the $105.99.
She added that it would be my bank that would take this up from here but I must file a dispute. I informed her that my bank could do nothing based on the minimal information Microsoft gave them. She re-stated that she could do nothing further and I would have to follow up with my bank.

I am 100% certain that I would not have authorized a $105.99 one-time or recurring payment for a subscription. I was then and am now on a fixed income and that would not be something I could afford then or now. In 2021, I was living in my van in the ***** in ******* with no wifi or internet connection. I bought my laptop as I am an aspiring writer and wanted to write offline while being where I was. I would have had to go into a town to set up my laptop online but did not authorize any subscriptions at that time since I was offline where I was staying. I didn't sign up for the $7.48 monthly subscription for
Office365 until I moved to my current address and had internet access in July of 2022. Further, I don't understand how receiving an auto populated Outlook email in any way locks someone to a paid subscription for anything without the individual's consent.

Additionally, though she was able to find my account with my gmail address and current address, she could not provide me with a link to my account. She said the only way to get a password reset is to complete the form I've filled out multiple times and been denied access.

As stated in my complaint, the resolution I am seeking is a refund of the $105.99 charged on 3/20/23 and a link to change my password so that I can access my account. Neither of these have been accomplished.
Neither of these are in process.
Business Response
Date: 06/01/2023
Hi ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues and refund request.
Based on your previous service request ********** we suggest you contact back the person who is handling your case for assistance.
As to the refund the timeframe for any request is 14 days after the date of purchase.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/06/2023

Complaint: 20084896

I am rejecting this response because: I have been attempting to resolve this issue with Microsoft since March 21, **** regarding the $105.99 they wrongfully deducted from my checking account on March 20, ****. This was well within the 14 days Microsoft is now claiming that it needed to be resolved within. Microsoft, even after many attempts on my part to resolve this issue, beginning March 21, **** thru the present date, continues to fail to take responsibility for this wrongful charge. The newest response from Microsoft indicates I must take this up with the agent assigned to my case. Microsoft has never assigned me a specific agent. They had one person call me who was unable to resolve the issue but there was no indication that she was the follow-up agent for further communication by either herself or Microsoft. Microsoft has still not given me a link to change my password to access my account myself nor have they made any attempt to rectify the wrongful charge of $105.99.

Sincerely,

*****************************
Business Response
Date: 06/12/2023
Hi ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues and refund request.
Based on your previous service request ********** we suggest you contact back the person who is handling your case for assistance.
As to the refund the timeframe for any request is 14 days after the date of purchase.

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

Complaint: 20084896

I am rejecting this response because:
As I stated in a previous communication, no one has been assigned to my case. Therefore, I am unable to reach out to the non-existence person assigned to my case. If Microsoft wishes to assign someone to my case, please let me know who that will be and a phone number I can reach him/her at.
Further, as I also stated in a previous communication, I have been attempting to resolve this erroneous charge since the day after it was taken out of my account. That would be well within the 14 day limit for refund request. Microsoft has dragged this out now for over 2 months. It is Microsoft that has surpassed the 14 day limit, not myself. I reached out to Microsoft several times within the week following the erroneous charge and it was Microsoft that refused to allow me contact with anyone who could resolve the issue.
This most recent response from Microsoft is exactly the same as I rebutted last time. This brings absolutely no resolution to the issue and only serves to further delay resolution. I am still denied access to my Microsoft account and the erroneous charge remains unrefunded.

Sincerely,

*****************************
Business Response
Date: 06/19/2023
Hi ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues and refund request.
Based on your previous service request ********** we suggest you contact back the person who is handling your case for assistance.
As to the refund the timeframe for any request is 14 days after the date of purchase.
We also recommend you visit Microsoft.com to get assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/23/2023

Complaint: 20084896

I am rejecting this response because: The previous response from Microsoft said the same thing and I rejected it then and will reject this one for the same reason. I made every attempt to contact Microsoft the day after the charge to my bank account. ********************, still, has not given me access to my account nor have they assigned me anyone to discuss this matter. Had the matter been handled in a timely fashion by Microsoft, I would have received a refund for this erroneous charge. To date, Microsoft has made no attempt to ***** me access to my account, notify me of anyone assigned to my case, nor refund the money.

Sincerely,

*****************************
Business Response
Date: 06/30/2023
Hi ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues and refund request.
Based on your previous service request ********** we suggest you contact back the person who is handling your case for assistance.
As to the refund the timeframe for any request is 14 days after the date of purchase.
We also recommend you visit Microsoft.com to get assistance.

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

Complaint: 20084896

I am rejecting this response because I keep getting the same response. Microsoft has not informed me of a person handling my account. Despite multiple communications on this matter, Microsoft continues to not provide this person's name or phone number to reach them. Furthermore, Microsoft.com is where all of this began. Every time I fill out the required form to access my account, ******************** denies it even though my information is accurate. Microsoft continues to delay resolution of this issue.

Sincerely,

*****************************
Business Response
Date: 07/18/2023
Hi ********,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account access issue and charge incident.
After further review based on the previous service request ********** what was done by the senior was to turn off the autorenewal to avoid future charges on your credit card by which you will not have to get any new charge. As to the account *************************** , we reviewed and there is not any access issue. To help you further with the access recovery issues on your account please provide us the Microsoft account in which you are having issue to sign in, once you indicate the email address, we will create a new ticket for you to proceed with the manual validation process to validate your information. You will be reach out by one of our senior members in charge of account recovery process via email.

We will be waiting for the information requested to assist you further.

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 08/01/2023
It would be premature to accept or reject this response from Microsoft. They are asking for my email associated with the account, which is *************************** and I would like them to have that information. However, if they send me the verification form that they have repeatedly denied, there is still an issue. If they do follow through with having someone contact me to help me access my account, then I will consider this matter resolved.
Business Response
Date: 08/03/2023
Hi ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account access issue.

We reviewed the account you indicated *************************** and there is not any sign in issues.
To retrieve the access, it is necessary for security reason to pass the manual validation process without that there is no way to access to an account.
We must validate the ownership of the account and that is the procedure.

If you consider you need to regain access to the account, try out the recovery online form one more time and provide accurate data to have more chances to recover the account.
Help with the Microsoft account recovery form - Microsoft Support
****************************************************************************************************************************************************************
This represents our last communication.

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

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:05/18/2023
Type:Product 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.
Good day,My company is locked out of email for 3 days now. I have called microsoft a handfull of times and they keep saying they will submitt a ticket and an engineer will get back to me next day between 9-5pm. It has been 3 days!Yesterday May 17th, spent 5 hours on hold waiting to speak to tech support. They picked up the phone and hung up right away. Today same thing but was 3 hours on hold!!!This is the worst business support I have ever experienced! They have no problems taking our subscription out on time tho!!I need to get email back online to resume our business activites!! This is extremely frustrating.
Business Response
Date: 05/24/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account issues. 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: 05/24/2023

Better Business Bureau:

Microsoft has automatically closed this case before contacting me. Not sure why, very unprofessional.
Also every agent has said I understand your frustration, This is false as they do not! they are not on the other end with issues and losing business flow and on the phone for 5 hours just for microsoft to pickup the phone and disconnect right away (was not impressed). The worst service I have ever experienced in my life and will haunt me for eternity.
on the other hand, 7 days after I created a case with microsoft, they finally resolved my problem.

Sincerely,

***************************
Initial Complaint
Date:05/17/2023
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.
transaction Date: 4/8/2023 amount paid: $213.88 committed to provide: digital video games Nature of Dispute: Purchases were unauthorized. I did not make the purchases or authorize these digital purchases and requested a refund. Microsoft refused a refund. I requested a review and they denied a refund again. I had told them they were unauthorized purchases not made by myself who is the sole cardholder for who the charges were applied to. I called multiple times and was told there was no representative i could speak to to discuss the issue and gain a resolution. I did not download, use or authorize the purchase of the digital goods.did business attempt to resolve problem: I followed their online refund process. their refund process auto denied the refund. I called to speak to a representative who stated i could not speak to a refund representative. Several days after requesting a review (through email as required) I received a single email stating they still would not issue a refund. I responded to the email requesting to speak to a representative again or to have them reverse their decision and issue the refund. They never responded after that. I emailed again asking for them to please respond. No response was made by them again. The last response i received was an email stating they closed the support case on 5/1. No they did not attempt in good faith to resolve the issue.Order numbers from unauthorized purchases made with my debit card: #**********, #**********, #**********, #**********, #**********
Business Response
Date: 05/23/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/25/2023

Complaint: 20070357

I am rejecting this response because:
they Provided no further explanation and only said they are upholding their decision to not refund the fraudulent purchase and I just need to pursue a chargeback through my bank. They refuse to take responsibility.

Sincerely,

***************************
Business Response
Date: 05/30/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After reviewing your complaint and recent service request **********, we were able to confirm the case has been closed. Our agent provided the steps you need to follow to dispute this charge. We understand this isnt the resolution you had hoped for, but we stand by our advocates resolution.

We will be closing this complaint and wont be answering anymore.

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

Complaint: 20070357

I am rejecting this response because: they are refusing to allow me to speak with a person on the phone about this issue and get a clear and concise reason a refund cant be issued.

Sincerely,

***************************
Business Response
Date: 06/08/2023
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we mentioned before our agent state we cannot move forward with the refund and provided the steps you need to follow to request the refund. We will maintain the case closed as theres no further assistance we can provide.

This complaint is now closed, and we wont be answering any further concerns regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/13/2023

Complaint: 20070357

I am rejecting this response because: it is well within the ability of Microsoft to issue a refund in regards to an unauthorized purchase.

Sincerely,

***************************
Initial Complaint
Date:05/16/2023
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.
In Oct 2019, I purchased a Surface Pro 6 (Serial ************* and a warranty ("Microsoft Complete Extended Svc Agreement," also marketed as "Microsoft Complete for Business," both Microsoft Mfg Part# A9W-00005). Microsoft refuses to honor the warranty, due to 3 claimed issues. We've asked for clarity on these issues, but no adequate responses have been received. 1) Type or Identity of the Warranty: The Microsoft warranty was purchased through CDW, an authorized Microsoft reseller. A Microsoft rep claimed that this was not a Microsoft warranty since it was purchased through a third party. She also claimed that Microsoft never offered this warranty. When we asked for this to be verified, no response.2) Dates of the Warranty: The initial warranty expiration date WAS Oct 2022. But when pursuing repair in June 2022, I found out the warranty had never been registered to the Surface Pro. They finally registered it by August, but I could not send it at that time, due to work travel. But, the dates for the warranty were CHANGED, with expiration 11/18/2023. So I planned to submit the repair claim after my work travel closed out at the end of Nov. When I did send in the laptop in Dec, the warranty was still considered valid and active. But Microsoft declined the work (for reasons under #3). We believe Microsoft should honor the new expiration date, since that is what they published, and since we were not to blame for the registration delay.3) Physical Damage on the Laptop: When I sent the laptop in for repair in Dec, Microsoft reported 3 different things about my laptop: my laptop was tampered with, has physical damage, has missing components. First, they have not confirmed which one is the accurate claim. Second, I have not tampered with, damaged, or removed anything -- the claim should be verified. Third, they have refused to send documentation, so I can determine if CDW sold a laptop to me in an unacceptable condition and/or a warranty that was invalid.
Business Response
Date: 05/22/2023

Hi ***********
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues. A?senior member of our Microsoft 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: 05/26/2023

Complaint: 20067554

I am rejecting this response because ***** with Microsoft emailed, but simply restated one of the three claims formally stated to ** by Microsoft, rather than digging deeper into what we need to resolve the complaint.
For the last several months, Microsoft representatives have claimed different issues at different times. We need a representative who will provide a response to our questions on all three claims:
1) Is any Microsoft warranty having Microsoft Mfg Part# A9W-00005 a valid warranty? If so, this would mean the warranty that we purchased on this laptop should be considered valid by Microsoft -- is this true? If so, please explain to us why you're representative claimed that our warranty was not a valid Microsoft warranty. We would also appreciate an email with this Microsoft representative that would properly set the record straight.
2) Microsoft has claimed that the dates for the warranty have already expired. But, Microsoft changed these dates in the system. Even if this was by mistake on Microsoft's part, it is misleading to the customer to publish a date and then not honor it at a later time (especially when we made our repair plans according to this changed date). Will you honor the dates that your representatives have published? Will Microsoft make right its own mistakes?
3) Microsoft claims that the seal on the laptop was broken. We have asked for documentation proving this, which Microsoft has refused to provide. It is of great concern to us that a larger corporation can make such a claim without proper documentation. We know we have not tampered with the device. So either ******************** is using deceptive measures to avoid honoring its warranties, or a Microsoft authorized retailer (CDW in this case) sold ** a device that had already been tampered with. If it is the latter, then we would assume we need to hold CDW responsible. However, it is difficult to go to CDW without any documentation from Microsoft as to exactly what tampering was found. Please provide an email with documentation to ** and CDW explaining what you found to be the problem with the laptop so that we can build a case with the **** If documentation cannot be provided, we believe it is necessary for Microsoft to have to carry the responsibility. It is not unreasonable to require a company to provide documentation for its claims.
Please let us know if you can invest a little more care into our complaint.
Sincerely,

*********************
Business Response
Date: 06/01/2023

Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
After further review of your case ********** we stand with the agent's response.
This represents lasts. Microsoft Communicaiton.

Sincerely
Microsoft Corporation?
Customer Answer
Date: 06/05/2023

Complaint: 20067554

I am rejecting this response because Microsoft has refused to...
1) answer all of our questions
2) take responsibility for its mistakes
Because there is nothing more that we can do through the BBB portal, we have filed a complaint with the attorney general and will see if mediation can help provide resolution.
Sincerely,
*********************
Business Response
Date: 06/09/2023

Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
After further review of your case ********** we stand with the agent's response.
This represents lasts. Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 06/21/2023
Hi,

We received messages on June 9th re: complaint #******** -- the business stated that it upheld its position, and BBB stated that the case was closed as unresolved and our complaint would remain on the business's record for three years and would be reflected in their Business Review. So, we didn't realize we needed to respond to the business' response. But today we rec'd BBB's message that a response has not been received from us to the business' message, and it seems it is being filed differently: Answered - BBB has not heard back from the consumer as to their satisfaction with the business's response" and then in the bottom of the message it states "Answered - the business addressed the issues within the complaint, but the consumer remains dissatisfied." We are responding here, if that is what is needed. The case is still unresolved, and we still hold that the business needs to take responsibility. Because there is no "bending" in either party's position, we have filed the case with the attorney general to hopefully gain assistance in moving forward. Also, in our perception, it would not be accurate to say "the business addressed the issue." The business sent responses, but did not do much to address the issue.

Thank you,

*********************
Business Response
Date: 06/30/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand with the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 07/05/2023

Complaint: 20067554
The business' response has remained the same, so we have continued to reject its response, since no resolution has been provided. BBB stated, "Since BBB is unable to pursue the matter further, we have closed your case as unresolved. Your complaint will remain on the business's record for three years and will be reflected in their Business Review." Please go ahead and close the case as unresolved.
Thank you,

*********************
Business Response
Date: 07/20/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand with the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Business Response
Date: 07/31/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand with the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 08/01/2023
A BBB rep did call me back as requested (see previous emails). She said the complaint would be closed with the proper description. I was pleased with this. However, the automated cycle is still continuing. PLEASE STOP IT. If you don't understand what I am talking about, please call me *************). But I need to stop receiving messages regarding this complaint. PLEASE CLOSE IT OUT. COMPLETELY. WITHOUT PROMPTING MICROSOFT'S AUTOMATIC RESPONSE AGAIN.

Thank you.
Business Response
Date: 08/07/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
You can reopen your existing case **********

Sincerely
Microsoft Corporation
Customer Answer
Date: 08/15/2023
Microsoft has said we can reopen the existing case **********. But we are not looking to reopen the case. The retailer has already reimbursed us for the laptop and warranty. This resolved our biggest matter. So, the only thing that Microsoft can do at this point is show investment in answering our questions adequately. This was something its reps were never willing to do. To do this, we ask for a detailed message from a Microsoft rep, giving clear answers to our questions. If this cannot be granted,the case should be closed and show that the business did not cooperate. As explained before, it would not be accurate to say "the business addressed the issues within the complaint, but the consumer remains dissatisfied."

OUR QUESTIONS:

1) Was our Microsoft warranty having Microsoft Mfg Part# A9W-00005 a valid warranty? If so, please explain to us why your representative claimed that our warranty was not a valid Microsoft warranty.
2)Microsoft refused to honor the new expiration date showing in its portal for our warranty what company was responsible for changing this expiration date last summer? If Microsoft, please explain to us why Microsoft would not honor the date it posted (especially when we made our repair plans according to this changed date).
3)Microsoft claims that the seal on the laptop was broken. Please explain to us why documentation cannot be provided to a customer to prove such claims like this. We have formerly explained that we did not tamper with the device, so either ******************** made a false claim or a Microsoft authorized retailer (CDW in this case) sold us a device that had already been tampered with. Even if it was the latter, we needed documentation to go to CDW for help. We asked for an email (with this documentation) to be sent to us and CDW, explaining the problem with the laptop. Please explain to us why Microsoft refused to help with this.
4) We would like to know if Microsoft is willing to give us a credit of any amount at a Microsoft store. We are not demanding this. But we are requesting it. Microsofts refusal to help has cost us countless hours in trying to get this resolved. And even now, we are surprised that we are having to invest even more time. Please make this right by providing resolution in a fair way.

Thank you.
Business Response
Date: 08/21/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand with the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 08/26/2023

Complaint: 20067554

We are rejecting this response because Microsoft has refused to answer the following questions. At this point, this is all we need for resolution. If this cannot be granted, the case should be closed and show that the business did not cooperate. As explained before, it would not be accurate to say "the business addressed the issues within the complaint, but the consumer remains dissatisfied."
OUR QUESTIONS:

1) Was our Microsoft warranty having Microsoft Mfg Part# A9W-00005 a valid warranty? If so, please explain to us why your representative claimed that our warranty was not a valid Microsoft warranty.
2) Microsoft refused to honor the new expiration date showing in its portal for our warranty what company was responsible for changing this expiration date last summer? If Microsoft, please explain to us why Microsoft would not honor the date it posted (especially when we made our repair plans according to this changed date).
3) Microsoft claims that the seal on the laptop was broken. Please explain to us why documentation cannot be provided to a customer to prove such claims like this. We have formerly explained that we did not tamper with the device, so either ******************** made a false claim or a Microsoft authorized retailer (CDW in this case) sold us a device that had already been tampered with. Even if it was the latter, we needed documentation to go to CDW for help. We asked for an email (with this documentation) to be sent to us and CDW, explaining the problem with the laptop. Please explain to us why Microsoft refused to help with this.
4) We would like to know if Microsoft is willing to give us a credit of any amount at a Microsoft store. We are not demanding this. But we are requesting it. Microsofts refusal to help has cost us countless hours in trying to get this resolved. And even now, we are surprised that we are having to invest even more time. Please make this right by providing resolution in a fair way.

Thank you.

Sincerely,

*********************
Business Response
Date: 09/05/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 09/11/2023

Complaint: 20067554

I am rejecting this response because: we are repeating the same communication, with no further help from Microsoft.

Sincerely,

*********************
Business Response
Date: 09/14/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 09/18/2023

Complaint: 20067554

I am rejecting this response because Microsoft has refused to provide resolution.

Sincerely,

*********************;
Business Response
Date: 09/21/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 09/21/2023

Complaint: 20067554

I am rejecting this response because: nothing has changed.

Sincerely,

*********************
Business Response
Date: 09/26/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
Customer Answer
Date: 09/27/2023

Complaint: 20067554

I am rejecting this response because: no other efforts have been made to resolve this.

Sincerely,

*********************
Business Response
Date: 09/28/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
The warranty is now expired because its been over 3 years, almost 4 years.

Sincerely
Microsoft Corporation.
Customer Answer
Date: 09/29/2023

Complaint: 20067554

I am rejecting this response because: nothing has changed

Sincerely,

*********************
Business Response
Date: 10/03/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message, after further review of your case ********** we stand by the agent's response.
The warranty is now expired because its been over 3 years, almost 4 years.
We are sorry if this was not the response you were looking for.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/03/2023

Complaint: 20067554

I am rejecting this response because: nothing has changed

Sincerely,

*********************
Business Response
Date: 10/12/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
This represents lasts' Microsoft Communicaiton.

Sincerely
Microsoft Corporation
The consumer provid
Customer Answer
Date: 10/13/2023

Complaint: 20067554

I am rejecting this response because: nothing has changed.

Sincerely,

*********************
Business Response
Date: 10/19/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
This represents lasts' Microsoft Communicaiton.

For further assistance, feel free to contact support at Microsoft.com

Sincerely
Microsoft Corporation
Customer Answer
Date: 10/19/2023

Complaint: 20067554

I am rejecting this response because: nothing has changed.

Sincerely,

*********************
Business Response
Date: 10/20/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As indicated in the previous message
After further review of your case ********** we stand by the agent's response.
This represents lasts' Microsoft Communicaiton.

For further assistance, feel free to contact support at Microsoft.com

Sincerely
Microsoft Corporation
Customer Answer
Date: 10/21/2023

Complaint: 20067554

I am rejecting this response because: nothing has changed

Sincerely,

*********************
Business Response
Date: 10/23/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.

For further assistance, feel free to contact support at Microsoft.com

Sincerely
Microsoft Corporation
Customer Answer
Date: 10/24/2023

Complaint: 20067554

I am rejecting this response because: we have asked for answers to the following questions, and answers have not been provided.
Microsoft has prompted ** to contact support, but there is no need to start a new case. All communication can occur here. The retailer has already reimbursed us for the laptop and warranty. This resolved our biggest matter. So, the only thing that Microsoft can do at this point is show investment in answering our questions adequately. We ask for a detailed message from a Microsoft rep, giving clear answers to our questions. If this cannot be granted, the case should be closed and show that the business did not cooperate.
OUR QUESTIONS
1) Was our Microsoft warranty having Microsoft Mfg Part# A9W-00005 a valid warranty? If so, please explain to us why your representative claimed that our warranty was not a valid Microsoft warranty.
2) Microsoft refused to honor the new expiration date showing in its portal for our warranty what company was responsible for changing this expiration date in Summer 2022? If Microsoft, please explain to us why Microsoft would not honor the date it posted (especially when we made our repair plans according to this changed date).
3) Microsoft claims that the seal on the laptop was broken. Please explain to us why documentation cannot be provided to a customer to prove such claims like this. We have formerly explained that we did not tamper with the device, so either ******************** made a false claim or a Microsoft authorized retailer (CDW in this case) sold us a device that had already been tampered with. Even if it was the latter, we needed documentation to go to CDW for help. We asked for an email (with this documentation) to be sent to us and CDW, explaining the problem with the laptop. Please explain to us why Microsoft refused to help with this.
4) We would like to know if Microsoft is willing to give us a credit of any amount at a Microsoft store. We are not demanding this. But we are requesting it. Microsofts refusal to help has cost us countless hours in trying to get this resolved. And even now, we are surprised that we are having to invest even more time. Please make this right by providing resolution in a fair way.
Thank you.

Sincerely,

*********************
Business Response
Date: 10/30/2023
Hi ***********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
To get direct assistance, you must visit Microsoft.com and contact support.
Sincerely
Microsoft Corporation
Business Response
Date: 10/31/2023
Hi ***********
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues. Microsoft has reviewed this claim and due to a number of factors, including the warranty dates confirmed by both Microsoft and CDW, and the evidence of tamper, Microsoft has refused to service this device. ******************** will not provide images or documentation of the tamper.

This is Microsofts final decision on this matter.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/31/2023

Complaint: 20067554

I am rejecting this response because: we have asked for detailed answers to the questions below (not service), and those answers have not been provided.
OUR QUESTIONS
1) Was our Microsoft warranty having Microsoft Mfg Part# A9W-00005 a valid warranty? If so, please explain to us why your representative claimed that our warranty was not a valid Microsoft warranty.

2) Microsoft refused to honor the new expiration date showing in its portal for our warranty what company was responsible for changing this expiration date in Summer 2022? If Microsoft, please explain to us why Microsoft would not honor the date it posted (especially when we made our repair plans according to this changed date).

3) Microsoft claims that the seal on the laptop was broken. Please explain to us why documentation cannot be provided to a customer to prove such claims like this. We have formerly explained that we did not tamper with the device, so either ******************** made a false claim or a Microsoft authorized retailer (CDW in this case) sold us a device that had already been tampered with. Even if it was the latter, we needed documentation to go to CDW for help. We asked for an email (with this documentation) to be sent to us and CDW, explaining the problem with the laptop. Please explain to us why Microsoft refused to help with this.

4) We would like to know if Microsoft is willing to give us a credit of any amount at a Microsoft store. We are not demanding this. But we are requesting it. Microsofts refusal to help has cost us countless hours in trying to get this resolved. And even now, we are surprised that we are having to invest even more time. Please make this right by providing resolution in a fair way.

Thank you.

*********************;
Business Response
Date: 11/02/2023
Hi ***********
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop warranty issues.
As mentioned, Microsoft has reviewed this claim and due to a number of factors, including the warranty dates confirmed by both Microsoft and CDW, and the evidence of tamper, Microsoft has refused to service this device. ******************** will not provide images or documentation of the tamper.
For future issues, visit Microsoft.com.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/07/2023

Complaint: 20067554

I am rejecting this response because: we have asked for detailed answers to the questions below (not service), and those answers have not been provided.

OUR QUESTIONS
1) Was our Microsoft warranty having Microsoft Mfg Part# A9W-00005 a valid warranty? If so, please explain to us why your representative claimed that our warranty was not a valid Microsoft warranty.

2) Microsoft refused to honor the new expiration date showing in its portal for our warranty what company was responsible for changing this expiration date in Summer 2022? If Microsoft, please explain to us why Microsoft would not honor the date it posted (especially when we made our repair plans according to this changed date).

3) Microsoft claims that the seal on the laptop was broken. Please explain to us why documentation cannot be provided to a customer to prove such claims like this. We have formerly explained that we did not tamper with the device, so either ******************** made a false claim or a Microsoft authorized retailer (CDW in this case) sold us a device that had already been tampered with. Even if it was the latter, we needed documentation to go to CDW for help. We asked for an email (with this documentation) to be sent to us and CDW, explaining the problem with the laptop. Please explain to us why Microsoft refused to help with this.

4) We would like to know if Microsoft is willing to give us a credit of any amount at a Microsoft store. We are not demanding this. But we are requesting it. Microsofts refusal to help has cost us countless hours in trying to get this resolved. And even now, we are surprised that we are having to invest even more time. Please make this right by providing resolution in a fair way.

Thank you.

*********************;
Customer Answer
Date: 11/09/2023
I'm very confused over BBB's latest message. You marked this case as 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. The business did not address the issues. We are asking for answers to our questions, which have not been given.
Initial Complaint
Date:05/16/2023
Type:Product 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.
On april 20th my 12 years-old boy asked me to by Hi-Fi Rush for him on-line, total *****, but before finished the purchase he realized he couldn't play that game because his xbox is from 2016 and he wasn't able to play. Then we stop the purchased and he chose another game (an older one). For my surprise I was charged on my card for this game when I was on a trip out of *** and couldn't asked the return. The information was on my son's account (************************).I asked the refund on may 9th and it was denied. The solicitation number is ********** and order number is **********. I need the refund because my son is not able to play that. They said the period os return is over, but I don't agree, it is not fair. If we can play that game that's ok, but he can't. How Microsoft can do this to **, $***** is nothing for them but it's a lot for me. And the purchase wasn't authorized because we stoped before the end.I just want mu refund. That's all. It's less than one month. How it's not possible.Please help me.
Business Response
Date: 05/24/2023
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, we have made a ONE-TIME exception for you, we have refunded you the $28.70, this typically takes one to 30 days to reflect on your account . We will consider this matter as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/24/2023

Better Business Bureau:

I just want the refund. Then I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
So far the response from Microsoft is satisfactory, but didn't get my refund yet. It looks like is gonna take a while.

Sincerely,

***************************
Initial Complaint
Date:05/15/2023
Type:Product 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.
Hello,On Mar 2, 2023 (and several days after), I attempted to cancel a subscription to Microsoft 365 that renewed automatically on my Discover card. I received an email from them stating I could cancel the subscription and request a refund within 30 days after being charged. Upon trying to cancel on the Microsoft website, every time I filled the information out, the result would be "error," "unable to cancel," "please see our FAQ," or I was prompted to call ************** to speak to a customer service representative.I lost count how many times I called but not ONCE was I ever directed to an actual human to cancel this subscription. I'm not a computer genius but I know that canceling a subscription is not difficult and should not be so ridiculous. I've literally never before had an experience where it was like jumping through hoops either on the MicroSoft website or navigating options that offered no solution via the robotic prompts at the ***** number, I provided Discover (my credit card that was billed for $108.74) the email documentation about me being able to cancel within 30 days. However, the dispute was thrown out because I have no confirmation that I canceled within 30 days. How can I give them confirmation of something that literally will not cooperate or let me cancel on-line?! I've used MicroSoft products for many years and never had an issue. It should have been as simple as me signing onto MicroSoft, selecting the subscription, and clicking cancel. But not once did it cancel - just kept re-directing me to other options! It's infuriating so say the least. And to deal with this while I am my mother's sole caregiver and facing bankruptcy - it's just unreal. I honestly do not know what else to say aside from that I'm shocked and disgusted.
Business Response
Date: 05/23/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/23/2023

Better Business Bureau:

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

Sincerely,

***********************
Initial Complaint
Date:05/15/2023
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 has been charging my checking account $10.88 monthly since at least November 2021. While I initially purchased the service - Xbox Live membership - my email and debit card number has changed since then due to account fraud. ******************** informed me that they could not locate an account based on my email, debit card, or any other information I provided. The only recourse they gave was to call my bank and have them place a stop charge on any future transactions from Microsoft, but I would also like to dispute past charges that occurred after my debit card was changed.
Business Response
Date: 05/22/2023

Hi *******,

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

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