Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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:05/15/2023

  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.

  bought office 2016 from microsoft store 7/4/2016. installed on computer with win7. i am still using that computer with win7. suddenly, microsoft got on my computer and disabled office 2016. if i understand microsoft reason is that win7 is no longer supported. i don't understand why that matters. it is my computer. i don't care if win7 is no longer supported. it has been working fine for the last 20 years.

  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: 05/24/2023

   
  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.

  at this time. got an email from microsoft and have to wait still a couple of days to see if they will do anything. 

  i would like to keep this open until microsoft says' somethng useful....
  
  Sincerely,
  
  ****************************

  Customer Answer

  Date: 05/26/2023

  wanted to inform you of the current update. did get a call from microsoft; problem was, i have security call on so call didn't  ring phone. the voice message said who it was; but didn't say whether to call back or not. then received an email from same person saying he needed information sent to him and gave me a service number... this is an email in office THAT I CAN REPLY TO; because microsoft has disabled it.... i went on microsoft site, my account, and searched for where to use the service number: and where ever i asked a search question i would get the same answer:
  "Sorry, I dont understand:
  
  i have service number **********. how do i log in to use it?
  
  Please rephrase your question, or search the Xbox support site."
  i don't know what to do.
  thanks
  ****
  

  
  

  Business Response

  Date: 06/01/2023

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

  Thank you for contacting Microsoft Corporation regarding your grievance. We reviewed your recent complaint and service request **********,we were able to confirm our advocate was able to contact you via phone call. We also confirmed you have a callback scheduled for tomorrow to receive further assistance. Please keep collaborating with our agent towards a resolution.

  We will monitor your case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 06/05/2023

   
  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.

  sort of.

  i have security on my phone number that if caller hasn't been identified in contact list, then it doesn't ring and is sent to message. couple times, microsoft tech has called me on different number and number was ignored. they could text me like they did before and i could include the number in contact list, but then, microsoft couldn't be bothered.
  
  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.

  locked me out of my outlook account for no reason beginning of april,then asked me to verify.My number has changed,so it couldnt send me a code.it then asked me to do the long,online verification form.i did.received email to my alternate email account, that they confirmed the locked account is,indeed mine.however i still cant log in because its still trying to send the verify code,to my old number.chatted with customer service several times and a supervisor even called me back,assuring me that in a day or two,it would be resolved.its been over a week now,and over a month for the whole story.yet they are taking money from my account for subscriptions.absolute ******** here.im asking someone to LOOK AT MY CONFIRMED VERIFICATION FORM AND THEN TURN OFF 2 STEP VERIFICATION OR TO CHANGE MY **** NUMBER FOR ME SO I CAN RECEIVE THE **** CODE!!Since they are still taking money from my bank for a frikkin email that i cant even use right now,they should do that.All they did was give me the run around to get rid of **** would like this handled asap.

  Business Response

  Date: 05/19/2023

  
  Hi *******, 

  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Outlook account 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: 05/19/2023

   
  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.

  I have been trying to cancel a Skype phone number since August of 2021. I lost control of the email used to sign up because the owner of the domain took it over. My credit card was in use. I emailed a cancellation request to Skype directly from my email address that I had control over, not the original email address. I assumed it was canceled. As it turns out, I was ignored, most likely because I emailed all the information, such as account number, ********************** phone number, and last 4 digits of my card details, but, not from the original sign-up email.I was charged last year in April 2022. I tried again and got no response. Again, in 2023, I was just charged again. I filed a dispute with my credit card company. Skype worked hard to claim I had not canceled and they had delivered, so my dispute was denied. Skype is proving to be greedy and unscrupulous. They seem to avoid all but official channels for cancellation, so when a situation like mine shows up, I suffer, and they continue to force charge my card, including aggressively countering disputes. Buyer beware. I might close my credit card account completely and open a new one. It's absurd that I have now paid for 2 years of zero use of their product (I can't even login to the Skype account since August of 2021). Microsoft/Skype is quite greedy. They have left a horrible impression with me. I feel violated with no way to stop the financial abuse.

  Business Response

  Date: 05/24/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype subscription. 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:05/15/2023

  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.

  I was informed via email on 4/14/23 that I had until 5/15/23 to spend the credit on my account. Well I go to use it tonight and it's missing. I believe they informed me of the wrong date I had remaining and lost it a day short. I just want a email stating that they refunded the credit back and I will be a happy customer.

  Business Response

  Date: 05/19/2023

  Dear Pink ******, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding account credit that expired. We reviewed your account and see that the credit did expire on May 15, ****************** order to make it right for you, we have added the account credit (CSV) back to your Microsoft Account. 

  Please let ** know if we can be of further assistance. 

  Sincerely, 

  Microsoft Corporation

• Initial Complaint

  Date:05/14/2023

  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.

  Because of a technical issue with Windows 11, I have been locked out of my Microsoft account, so I have no access to the computer. None of the solutions they suggest have worked. I've been locked out since Wednesday, May 10. The error message at that time incorrectly indicated that I had "too many failed login attempts, or repeated shutdowns". Neither was true. There was no indication that they had randomly shut down my account for no reason, so it was difficult to learn what the issue was. The device is under warranty, but when I called support they could not find a solution. One Microsoft solution was for me to request an email to be sent to ******************* The email was never sent. They suggested leaving the computer powered on for two hours and trying again. I thought that made no sense, and I was correct. They suggested that I fill out a from on a web browser (obviously on a different computer) and that they would send me a code to a different email address to unlock the computer. I received the code and entered it, but it did not unlock my Microsoft account. All it did was ask me to fill out the same form again to request another code. I believe this is all the result of a Windows 11 update that failed to load properly on Wednesday, May 10. Requesting to have my Microsoft account unlocked.

  Business Response

  Date: 05/22/2023

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

  Customer Answer

  Date: 09/19/2023

  For the second time in a year, my PC computer running Windows 11 has locked me out. I cannot sign in to access anything at all. I tried to sign in for the first time today, and received a completely inaccurate message that I had either tried to log in too many times or had shut down and restarted the computer too many times. Both statements have no basis in fact. I'm using a different computer to file this complaint. I paid for an absolutely legitimate version of Windows 11 that was included with the computer at time of purchase. The error message states that I should choose a different method to log in. That is not possible. I need my computer unlocked immediately.

  Business Response

  Date: 09/22/2023

  
  Hi Jefferson,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account access issues.

  Please reply to the case ********** to get assistance or they may transfer the case according to your response. 
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/26/2023

  The issue was that I needed to reset my password.  Why couldn't the error prompt just state that instead of indicating that I had multiple failed logins and had repeatedly shut down my computer.  Makes no sense.  But they couldn't put that in their reply, they wanted to waste more of my time by contacting their answer bot.

  Customer Answer

  Date: 09/26/2023

   
  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:05/14/2023

  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.

  Requested multiple times to access account ************************* but company is not granting access. My phone number has changed, so I do not have access to the number on file with the company to verify my identity. All other details associated with the account have been lost/stolen. I want this matter to be accessed and evaluated by a human being, not an artificial intelligence tool. I want to be contacted by a subject matter expert who can assist me in getting back into the account *************************

  Business Response

  Date: 05/19/2023

  Dear ******* Best,

  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:05/14/2023

  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 a hotmail account for email. Last month, hotmail shut down my account stating that I was over the storage lim,t I paid for one month of storage as hotmail refused to allow me to access my email unless I paid for it. I SPENT TWO WEEKS DELETING MY EMAILS, SAVING ATTACHMENTS, ETC. I finally got the storage down signficantly below my allotment. It is one month later. Microsoft has shut down my email again stating that the storage is the same amount over as it was one month ago BEFORE I SPENT TWO WEEKS CLEANING IT OUT AND GETTING SIGNFICANTLY BELOW THE MAXIMUM STORAGE. WHAT KIND OF SCAM IS THIS? I am forced again to pay my for my email when I a below the limit. What has microsoft done to my account to s**** it up so that it is exactly where it was before I cleaned out my email? I need this fixed and I need the payment refunded for this month. This is suppose to be a free email ;account. AND STOP SENDING ME ALL THE **** EMAILS. IT IS HORRIFIC HOMW MANY **** EMAILS HOTMAIL SENDS ME EVERY DAY

  Customer Answer

  Date: 05/16/2023

  Please add this to my compliant.  Under Storage/ Email storage, it states that I have 50 GB of free email storage with my account.  I have only used **** GB  Yet my account has been turned off.  I cannot send or receive emails.
  
  thanks
  ***********************
  

  
  

  Business Response

  Date: 05/19/2023

  
  Hi ****** , 
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your HOTMAIL account 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: 05/20/2023

   
  Complaint: 20056661
  
  I am rejecting this response because:  I have not spoken to anyone from Microsoft about these issues.  please call me to address the items in the complaint

  As you can see by the attached.  I am only using 14 out of 50 GB.  I was forced to pay last month as my account was incorrectly shut down.  Why am I being targetted and harassed when I am well under the limit?
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/24/2023

  Hi ****** , 

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your HOTMAIL storage issues. Based on the previous case number is?**********.   
  We suggest you contact back the person who contacted you if required. 

  You can also visit Microsoft.com for further assistance,

   

  Additionally, this link may help you with the storage issues.

  Storage limits in Outlook.com - Microsoft Support

  Sincerely,

  Microsoft Corporation,

• Initial Complaint

  Date:05/13/2023

  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 has been taking over my xbox one console so I can not use it because they want to update the store and purchase host.I would assert they have no legal right to take over my equipment just because they want to try to sell me products.This is not the first time microsoft has used this tactic on my self personally.as they did the exact same thing with my windows ********************************* purchasing products from a ' company' that uses such tactics.the issue is in microsofts programming and how it works with their equipment. I would like microsoft to exchange my current xbox with a new one so they can take this one for examination.

  Business Response

  Date: 05/18/2023

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

• Initial Complaint

  Date:05/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested technical support for my daughter's Minecraft game Approximately 10X in the last 6 months. She bought the game and has not been able to use it (and this is important because it is meant for her to use as a JAVA computer language training system) because she cannot download "realms" because microsoft keeps reporting that she does not have "permissions". I have repeatedly updated her permissions at the advice of microsoft tech support and it never works (they keep giving me the same boilerplate response (about updating permissions at specific sites over and over despite that the problem seems to be some server-side issue with my daughter's account). The instructions, moreover, are out of date because they have updated the websites since the they wrote the instructions: so they are confusing, incorrect, and it is unclear whether they have any affect. In any case, my daught er still cannot use her game and I have invested more than 10 hours trying to debug this for Microsoft because their tech support has been consistently underperforming, and they either have not listened to the issues or are not willing to truly look into the problem. I require that they provide a level 2 or higher tech to actually dive into this problem, with me on the line, until the issue is resolved.

  Business Response

  Date: 05/18/2023

  Hi *******,

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your daughters technical issue with Minecraft.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? 

• Initial Complaint

  Date:05/13/2023

  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.

  I have contacted Microsoft on 05/08/2023 to inform them that my e-mail account was breach. Every time I try to change the my password, it gives a message to send a code that I didnt set up. I tried to reset my password but, the hacker (******************************* is the hacker) prevents me from changing it. Please assist!

  Business Response

  Date: 05/18/2023

  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