Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,232 total complaints in the last 3 years.
2,094 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:05/05/2023
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.
To whom it may concern,I have encountered multiple issues with the XBOX Elite controller Series 2 and have had many horrible experiences with customer service.My $200+ ********************** controller has been sent it for repair 4 times in the last 6 months. Microsoft were kind to send out a replacement the last three times I encountered issues. However, the fourth time I sent the controller in to XBOX (Microsoft), I encountered numerous customer service annoyances.I sent back to controller via return label/box that was sent to me. The process was different because the agent was kind enough to offer me a free XBOX one controller to hold on to while my Elite controller was sent in for repairs. However, the agent did not properly create the repair service number and my Elite Controller was lost. I had to call XBOX 5-6 times and wasted from 30mins-1hr on each call trying to solve the issue. Every time, agents said the problem was solved and confirmed that a manager would call be back. And, every time, issues was not resolved and no manager called me back.The last time I called, I was placed on hold for 30minutes and had to end the call.This is by far the worst customer experience I have ever had and would like to get a functional Elite controller back and compensated for my lost time and anxiety induced customer service experiences.Of note, I have proof of shipping the controller (video/photos/tracking number) and proof of horrible customer service experience (photos/recodings).
Business Response
Date: 05/12/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. 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: 05/17/2023

Complaint: 20022707

I am rejecting this response because:
Although I have received emails indicating some positive activity in my account (a new ticket number stating that they have received my controller), Microsoft has still not contacted me, or directly acknowledged my request to get a repaired/replacement Elite Controller, and compensation for the issues (e.g., time wasting and anxiety) that their customer service caused.
Sincerely,

*********************
Business Response
Date: 05/22/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize for the inconveniences caused by our customer service, we have opened a new case on your behalf, case number **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/24/2023

Complaint: 20022707

I am rejecting this response because:
Although I did receive *** Elite Series 2 replacement controller, Microsoft has not addressed by customer service complaint.
Sincerely,
*****
Business Response
Date: 05/25/2023
Dear *****,

We apologize for the inconveniences you have experienced with our customer service experience, now that you have received the replacement controller we will close the case as resolved, thank you for bringing up your issues and feedback. Feel free to contact us again for any future issues, ******************************************************** call ************.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/25/2023

Complaint: 20022707

I am rejecting this response because:
I wasted between ***** hours, on the phone and through email communications to resolve this issue. So, simply sending back my controller as a solution is not satisfactory.
Sincerely,

*********************
Initial Complaint
Date:05/05/2023
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.
Microsoft is charging me for a subscription. I cannot cancel it through their site as they won't let me log on and cancel. I've tried to go through customer service for 3 days straight. It is all through AI. They keep charging me every month. I contacted my bank as it's on an autopay. They say I have to go through Microsoft. I don't use their service. I want to cancel and want my two payments back. I cannot get through to them! Please help if you can!
Business Response
Date: 05/10/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request to cancel a subscription.We are unable to locate a service request associated with the information provided in your claim.
If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/04/2023
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 so I reached out to Microsoft Rewards after an error on your guys end. I had 17 weeks completed and I finished last week's Xbox Weekly Streak which would have made 18 but it didn't switch over and this week it zeroed out. I Took a picture showing I finished this streak. I was never responded to. Then I reached out to ********* Microsoft Support Team and they told me to go Online and file out the form. The form is difficult to use and understand when you're disabled and again no response from that team. Microsoft rewards has no support email or phone number which would be way easier for people to navigate. I also called Xbox ******************************* Support Phone Number.As an Advocate and someone with a brain injury it is difficult to almost impossible to navigate The Automated Phone System. Not to mention the phone system hangs up on you if it doesn't understand. This can be difficult to navigate if you have difficulties communicating. The Support website is also very difficult to navigate as someone with a disability. Especially when trying to request a call back. As of now I have received no assistance in fixing my problem..
Business Response
Date: 05/10/2023
Dear *****************************,
Thank you for contacting the Microsoft Corporation via the Better Business Bureau regarding your Rewards streak. We contacted the Rewards team on your behalf. They located your previous support requests and took immediate action. Your weekly streak has been restored at 20 weeks and **** bonus points have been added to your account.
Please let ** know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/10/2023

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.
Thank you
Sincerely,

*****************************
Initial Complaint
Date:05/04/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was charged twice for a Microsoft Word Subscription in two different credit card, one ending in #**** and the other credit card ending in #**** for the same amount of $74.65 once in 10/31/2022, and another one again in Nov 12 2022. There is no live customer service with ******************** and I have no way of getting my refund. please help me get refunded for the second charge of $74.63 OR please credit the amount to waive my next subscription charge this coming October of 2023. BBB please help me get this resolved. Thanks you so much. ***************************
Business Response
Date: 05/12/2023
Dear *****,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/04/2023
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.
Microsoft Ads has Allowed me to open an Ads account taken my credit card info then suspended my account for no good reason within minutes. Then promises to get in touch with you within 7 business days it has been 12 days now no responce from them. I have decied to cancel my account as I have now done business with other Ad outlets. I reached out to Microsofts Online live chat help to be put on hold for more than 3 five minute blocks at a time while they look into my account. This is after verifying my information then being told at about the 30 minute **** that they cant help me to use the link they provided in the chat window. that someone will reach out to me. Part of the problem is they dont reach out to you, they dont help you when you need it. Poor customer service and business practices. The public needs to hear this! We as business owners should not be using Microsoft Ads There are many other ********* out there can get better results then Microsoft and will treat you better. So Microsoft like may other big companies collects you personal and financial data then refuses to comply with local laws when you request to close, cancel or delete your data, because you wish to no longer do business with them. BEWARE OF MICROSOFTS DIRTY BUSINESS PRACTICES!!!
Business Response
Date: 05/09/2023
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:05/04/2023
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 says my warranty has expired I cannot get a hold of anyone to discuss this issue with them my computer needs to be fixed but yet every time i try to call a phone number the automated girl says my warranty has expired and then she says than you and goodbye. my warranty is good till the May 27 23 i can provide proof if i have to
Customer Answer
Date: 05/08/2023
this problem has been resoled for no thank you for being there
Initial Complaint
Date:05/04/2023
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 May 2 2023 my Paypal account was charged with Unauthorized purchase of the item for $937.88 CAD. The charge was put without any consent of mine on my pre-authorized Microsoft account where I was paying the regular monthly fee for the online product Microsoft Office 365. The same day I received the mobile notification from my bank that someone is trying to charge my credit card for that amount. I declined authorization and my card was locked, but the hacker obviously decided to use my bank account attached to the Paypal instead.I did not receive even the purchase confirmation and found out only by email next day that the purchase was shipped to some strange address in *********** where I don't have anyone and never lived myself.I contacted Paypal but they declined the resolution due to the pre-authorized status of my Microsoft charges. Then I contacted Microsoft directly but they did not reply to my emails while their phone service is completely electronic and simply sends to self-service online.
Business Response
Date: 05/09/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau unexpected charges from Microsoft. We are unable to verify your account or locate a service request associated with the information provided in your claim.
If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/10/2023

Complaint: 20017841

I am rejecting this response because: That is a standard automated response of Microsoft. There is no email or phone number that is not automated and where you could reach a live agent to speak with, and their website support doesn't cover any similar situation. The phone or Live Chat Support basically brings you to the same webpage and doesn't offer to speak with a live agent even as an option. I hereby provided the proof that their email they state on the purchase is rejected. Also there is a proof of invoice that the purchase was made by unexisting name on my address in ****** and sent to same unexisting name somewhere in Scarborough, while I've never had any residence or business there.

Sincerely,

***************************
Business Response
Date: 05/16/2023
Dear ***************************,

Thank you for your response. We have contacted a senior member of our Online Store Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

We see from the service request that agent ******** has referred you to your financial institution to dispute the fraudulent charge. We are unable to process a refund because we dont see the transaction on your account.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/18/2023

Complaint: 20017841

I am rejecting this response because:

Sincerely,

***************************
Initial Complaint
Date:05/04/2023
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.
I purchased Microsoft Office Home and Business 2013 in May of 2015. The software has functioned well for several years. I recently deleted the software from one computer and attempted to install it on another one with Windows 10. When attempting to activate the software to be able to use it I received an error message from Microsoft that the software was already licensed under my old Microsoft account at We*****@*****ca. I attempted to access that account and it has been terminated and Microsoft cannot revive it. My notes show that I moved the license to another ******************** account on Feb 9, 2018. This Microsoft account used an old email address for recovery which I no longer have access to. This Microsoft account name is TG*****@*****et. Microsoft also refuses to give me access to that account because I no longer have access to the associated email address that I used at the time I set up the account and that email address is provided by an ISP provider and not a *@hotmail.com type of account that ******************** offers. This is the weakest excuse I have ever heard and makes no sense to me and I am somewhat of an expert in these areas. There is usually available on option to update the email address to a new one once the account information has been verified which it was as per the email. Microsoft has made no mention that I am unable to verify my true identity in any of these matters. I also asked Microsoft to reactivate the license under my current ******************** account TW*****@*****om and they refused. Microsoft had no policy to terminate accounts when they received my payment for the software. They have revised their policy to delete accounts that are not active for one year if the account is older than 2014. They do show in their policy that if there is a software purchased licence on the account that they will not terminate it but they have anyways which contradicts their own corporate policy. I paid for this software under the agreement at the time that I would be able to use it. Microsoft is reneging on the agreement even though they have received the payment for this product. This licence agreement spans three countries, the ******* ********** ***, myself in ****** and the Microsoft support group in *****. I would like either a refund for the price I paid for the product plus interest or a successful activation of the product with a promise that there will not be another future interruption of the activation. I invite them how to accomplish this task. I am not willing to accept another online solution such as Microsoft 365 which they are repeatedly demanding payment for going forward. I can only estimate the millions of customers that *** also be affected by this new unethical policy change.
Business Response
Date: 05/09/2023
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: 05/10/2023

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:05/04/2023
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 April 27th I purchased Microsoft ************** 2021 | One-Time purchase for 1 PC or MAC | Word, Excel, PowerPoint | Instant Downloadl Shortly after the purchase I received an email saying: Your subscription is scheduled to be automatically renewed. On Tuesday, May 02, 2023, USD ***** including taxes will be charged to **** **6834.To manage your subscription, change how you pay, or cancel, visit your Microsoft account dashboard.I went immediately to the Microsoft account dashboard and canceled the subscription. Yet, on May 2nd my credit card was charged for a renewal I attempted to cancel.May 02, 2023 MICROSOFT*MICROSOFT 365 FMSBILL.INFO ** $105.99 (from CitiCard statement)
Business Response
Date: 05/09/2023
Hi *******************************,

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

Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:05/03/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 05/03/2023, I was unable to access any of my PC games on from Game Pass. The account is clearly signed into on the Xbox program; however, when I try and play any games, I receive the "0x87DD0033" error code. When I search online for what this error code is on Microsoft's website I receive an error that "Sorry, search isn't available right now. Try again in a while." This is unacceptable. This computer is setup to be the "offline" computer. Under no circumstances should I need to be online if I have this setup. If Microsoft is still requiring the computer to be online even when I have checked the box to ensure that the games can be played offline then I will be escalating this to the Attorney General for it to be investigated as fraud. To make the matter even worse, the only way to get help can't also be reached? Are the gerbils that Microsoft use to run Azure tired or on break? This is ridiculous.
Business Response
Date: 05/09/2023
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.

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