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 Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:05/13/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have shadowbanned search results Shadowbanners = Deserve to go to h*** @Bing Your AI doesnt count, shame on your AI and search results. Delete your shameful ethicless search result shadowbans. Youre singling out users of your search results and attacking some of them personally by secretly turning off their search results being of any use without telling them. Companies that should never ever get to go to heaven. ***** would throw you in h***

  Business Response

  Date: 05/22/2023

  Hi *********************,

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

  
  Sincerely,

  
  Microsoft Corporation.

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20055823
  
  I am rejecting this response because: They single out and personally shadowban some peoples internet identities from getting search results that are useful and all garbage that they dont like, and then the people that arent on their "hater list" get good normal results for example my dad gets great search results every time. Its cruel and evil and should never be forgiven.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:05/13/2023

  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.

  Purchased what was described on the Microsoft Store as a Wallpaper Engine. Once purchased and downloaded and launched, a box pops up on screen with all writing in Chinese and the only option is to click a box that closes the app. That's it, no Wallpaper Engine, no way to change the language.I requested a refund and 2 things occurred:1- it was suggested I call the Microsoft Office Team but when I Asked exactly what I was going to ************** Team to do, I received no response.2-My refund request was denied with no reason behind why.So I'm out money for an app that does not work and which Microsoft appears to be dodging support for. The app doesn't work, yet the company is refusing to provide meaningful support or to provide a refund for an application they sell that does not work as advertised.

  Business Response

  Date: 05/18/2023

  Dear *******************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding a refund request for Wallpaper Engine. We are sorry to hear you have had difficulty getting your issue resolved. 

  We located this app on the Microsoft Store. The cost is $.99. We would be happy to add credit to your Microsoft Account (the email address provided in this complaint). If you would like the funds added to a different Microsoft account, please provide that information. 

  We look forward to your reply. 

  Sincerely, 

  Microsoft Corporation

   

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased lifetime license or activation key from ******************** for pc based Microsoft office with word, excel and publisher My pc screen failed so I purchased a new one. microsoft will not assist me in transferring to my new pc. They offered no assistance by chat even though the new office knows I had a activated software on my pc when i login with my email.The is a bait and switch to use the cloud based fee based service. Please help

  Business Response

  Date: 05/17/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been being billed for Microsoft 365 Business Premium for 2 years. I am not able to access the product. I've attempted to contact online support. You have to have the login to even ask a question- hence my problem to begin with. The ***** number directs you to online support. The only live chat is for Home products and I was told they can not help because it is a business product. So basically there is no way to get help with the product or cancel. I just keep getting charged every month.

  Business Response

  Date: 05/18/2023

  Hi *****,

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft business charges subscription issue. A senior member of our Microsoft commercial 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: 05/18/2023

   
  Complaint: 20053022
  
  I am rejecting this response because: After multiple phone calls and hours on the phone I was at least able to get my account cancelled and refunded.  Please note that Microsoft has a serious flaw in there system regarding Microsoft Office 365 business accounts.  If you trade phones or the authenticator gets messed up on your mobile device there is no way to get assistance. You call the number on the website and it directs you to the admin website and says goodbye. I got a chat session started with *********** but they stated, quite rudely, that I had to log into the admin website. When I explained and asked for a handoff to the business side they said they couldn't assist in any way. Finally got through to the cancellation department I got a technical support number. When I called the wait time was for 120 Minutes!!!!! OR if I wanted quicker assistance I could login to the admin center (LOL), 

  In short, I did receive a refund and will not order MS 365 Business ever again.  Hopefully this has brought to light an issue that Microsoft will try to resolve.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2023

  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.

  This company peddles any degree of filth on their platform, yet haphazardly tries to play nanny over any number of methods of speech. Hypocrites.It is now commonplace for trolls to harass people, and then report them as soon as one out of context comment contains a no no word. This is often used to gain undue advantage on games where progress and possession is persistent. Microsoft, in its infinite wisdom, has decided that communication bans arent enough. Instead, you are blocked from using the game you purchased altogether- no multiplayer for you, dirty thought criminal.I do not buy your products to be infantilized, Microsoft. The fact that you think its even your place to step in and deliver automated punishments is a joke.I have used your appeal system, and received a boilerplate idiot-babel response about players feeling welcome. Obviously, nobody from your company bothered to read the appeal. And no, use of no no words doesnt cut it. The person reporting was in-fact not the least bit offended. They are intentionally using your system as a means of harassing others. You are enablers of this behavior.21 years on Xbox live, and home with four Xbox live users. If this idiotic automated decision is not removed, and the policy changed, we will be getting rid of every Xbox product and switching to *****

  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:05/12/2023

  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 have opened two problems with Microsoft in the last few months.Of these - they charged me for four time and have not solved any of my problems.I have asked for re-embursment multiple times.They have destroyed multiple computers from their lack of ability.I have been sent overseas multiple times to someone who doesn't speak English.

  Business Response

  Date: 05/17/2023

  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:05/12/2023

  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.

  On5/4(Thursday) ordered a computer. Got tracking. Followed tracking. Got within miles of **. Then got rerouted to a big city with change of address. We tried to alert Microsoft. Their phone loop doesnt go to advocates every time. Got one advocate **** who tried to get a hold of **** *** said he couldnt change. He offered to get his manager to order an intercept. However even though they took back computer they are waiting more days to refund account. I called back ** got mouse they split charge into charge for mouse and remaking items. Thought might go positive until they never refunded account. Computer wont let you talk to advocate. All this phone time, checking, and no resolution or compensation. If they know and confirmed they are getting computer back and they fail for days to update card that is unconscionable.

  Business Response

  Date: 05/18/2023

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

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20052441
  
  I am rejecting this response because:
  It does not resolve the missing computer, pen, and service plan we ordered. I do appreciate that an escalation number was given. I relayed it to the Microsoft team I spoke on line ************* when discussing my ticket number **********. I also responded to email sent by ****** who had the escalation number **********. Until the remaining order is expedited to our home, and some nominal compensation for the considerable time, effort, and angst involved, this is rejected as a closure. The nominal compensation I am requesting is expedited free ship and either a reduction in price on the service plan or throw the pen in for free. 
  Sincerely,
  
  ******* And *************************

  Business Response

  Date: 05/25/2023

  Dear ******* And *************************,
  
  We understand your frustration with this situation, however this process may take longer than usual because it takes a little more investigation to reach the right solution, please keep in contact with the agent to reach a solution for your situation.
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/26/2023

   
  Complaint: 20052441
  
  I am rejecting this response because:
  Microsoft sent me a letter stating to contact customer support to set up a replacement or refund because they acknowledged that the computer/warranty/pen were not coming through *** per their investigation. I tried to do this with the support person ******. She could not do this because of the disputed charge under category of goods never received. I gave her the credit card dispute number to help with communications. I cant remove the dispute without endangering my customer protections. She said this in effect freezes her ability to do anything more. They have not refunded the money. I reminded her of ********* mail order statutes. There are also federal ones as well that detail shipment within 30 days. We are approaching this period with no resolution. They suggested I reorder but this already was a large purchase and without the refund is a risky proposition. Apparently Microsoft does not have any ability to clear communications between divisions. Their people and computer systems are separated and unyielding. May 4th order and today is May 26th and no replacement being shipped. 
  Sincerely,
  
  ******* And *************************

  Business Response

  Date: 06/01/2023

  Dear ******* And *************************,

  We understand your position and that removing the dispute from the charges may feel risky, however what our agent states is true, we cannot issue a refund if the charge has a dispute order, after removing the dispute our agent can refund the order and in 1 to 30 days the money should appear on your account,this depending on the financial institution.
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20052441
  
  I am rejecting this response because:
  Our financial institution disagrees on your ability. You say cannot. They say you will not. There is an ability within disputes for non-delivery to deliver and then that stops the dispute. You are choosing the route that is most disruptive for ** the consumer. Telling us to in a sense double down and order again and trust you by removing dispute when you cant even make your first order or take responsibility for your carriers error. I have contacted your compliance department and filed with FTC and state of *********. More than 30 days from order is unacceptable. 
  Sincerely,
  
  ******* And *************************

  Business Response

  Date: 06/16/2023

  Dear ******* and *************************,
  
  Currently the charge is under a chargeback process,what this means is that your bank charged us back for the transaction and they provided a temporary or permanent credit towards your account, the reason why we cannot refund the charge is because we were charged by your bank for that transaction, so its not that we dont want to ** because we cannot, now let this be a written confirmation that we agree to refund the transaction but we need your bank to drop the dispute process and chargeback.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20052441
  
  I am rejecting this response because:
  It is untrue. Currently another gentleman in your company processed this the way it should have from the beginning by refunding the computer and pen. He came to ** from our state of ********* complaint. He gave credit for warranty as unable to refund that. Then we were able to place a new order in good faith that it would arrive. I cancelled the dispute as it appears we are being made whole with his effort. Hopefully the computer will arrive in a few days and this whole mess will be behind **. He managed the situation before credit card had to do chargeback. Chargebacks occurr after investigation response from Microsoft. If your department had cross referenced dispute number you would have seen you were within response time. If the computer arrives and we dont have to issue a new dispute, we will be satisified with our new order purchase. However, your company should learn from this experience and treat customers fairly. 
  Sincerely,
  
  ******* And *************************

• Initial Complaint

  Date:05/12/2023

  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.

  Hello,My Microsoft account was hacked and 2 unauthorized purchases were made from my account. I have filed a fraud complaint with my bank because all the online documentation suggested I do so, but has been unsuccessful due to their communication with Microsoft and I was informed to contact the seller (Microsoft) for resolution. Microsoft had made it near impossible to submit a refund request on their site and their phone systems would automatically hang-up on me informing me to look for online articles.After finally finding an online form to submit a refund request and state my case as to why the orders placed should be considered for a refund, I received a declination message with no indication that they had actually read my message for consideration.My account already had MFA enabled on it, however I never received an MFA code for this successful unauthorized login where purchases were made. Microsoft's practices on this feel down-right malicious where they are happy to help ensure they are paid and make it impossible to connect with an actual human to get assistance from a human on malpractice and bad security on their side. I am not only upset with my experience and want a refund, but concerned about other users who have saved credit-cards on their account with a company that does not care about their users security and financial well-being.

  Business Response

  Date: 05/18/2023

  Hi *****,

  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft compromised account issue 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: 05/21/2023

   
  Complaint: 20052133
  
  I am rejecting this response because:
  My name is ****, not *****?

  Also, I received contact from Microsoft asking for my email and then all they did was say to go through an account recovery process and immediately closed my case. How does this even make sense. It's like no one read my complaint and issue and are just going through the motions to pretend like they're being helpful.

  I don't need an account recovery, I am currently in full possession of my account, but I refuse to add a payment form back in file with the issues I've encountered and how Microsoft has handled themselves. Because of this I am unable to renew my Xbox Live subscription and therefore unable to play practically anything because of ******************** today. I would to move forward and understand what MS is going to do to ensure that my account will not be hacked again, and what measures will be put in place if it were to be again and unauthorized charges were made in the payment method I'm required to have saved in your platform. Please have someone actually reach out with a solution.
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/24/2023

  Hi *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau.

  We understand you.

  If you still need assistance, please contact Xbox support. 

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have attempted to contact support 5 times about my inability to access my Power BI account. I have been unable to access my account since September 2022. I requested via email that they cancel my subscription due to their refusal to respond to my request for assistance. They renewed my subscription, never responded to my requests for tech support or my cancellation request. I am requesting a full refund of ****** and a confirmation of cancellation from Microsoft. Attempts to call have either ended with them hanging up on me or the automated prompts redirecting me to an online platform I cannot access. I need help with this matter.

  Business Response

  Date: 05/17/2023

  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:05/11/2023

  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 called over 2 weeks ago to cancel my monthly subscription. To date I have not been reimbursed and Microsoft makes sure that you can not speak with anyone.

  Business Response

  Date: 05/16/2023

  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