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

• 

  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

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

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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  Microsoft

  4643 S Ulster St Ste 700 Denver, CO 80237-2865

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:04/17/2023

  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 had Microsoft for last several years because of their Word program. I am an author and their program allowed me to write and publish my books. they started making it impossible to get my manuscripts by having them as soon as written into some kind of gibberish language and storing them. when I needed them they said i was not authorized would get bits and pieces to get books published but now i could not get last book that was half done as all they gave was pages no text . then they say i have a business subscription and are going to charge my card I have a paid personal and wrote several requests to cancel everything. they will not let me because say i have wrong password. keep changing but still will not accept how can I stop monsters so big and rich. I just want rid of them and start over elsewhere. I am 82 and just want to write without being robbed.

  Business Response

  Date: 04/24/2023

  Hi *******,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account issue and cancellation request. A senior member from Microsoft 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:04/17/2023

  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.

  I have a windows 10 computer and a business subscription to Office 365.In the past months Microsoft has refused to provide me with tech support for my 365 Word Program.The problem stems from the fact that I am unable to receive calls from Microsoft. It is only Microsoft that cannot contact me, no other person or vendor.I have spoken to my internet provider and to my Apple iPhone servicer to address the problem and they troubleshooted my iPhone and found no cause.The problem is also that Microsoft makes no effort on their part to solve this problem as I have called the Microsoft store here in Manhattan on *********.The salespeople at the store make no effort to resolve this problem. Meanwhile I have no tech support which I need very much for my Microsoft Word.One thing is certain, I will never buy another Microsoft Computer again. It will be an Apple computer. I know if anything goes wrong, I will be able to contact a live operator. Microsoft should refund my money for my computer. This is a ****** and that is that Microsoft is literally a horrible place to do business with. They think that no matter what they do it wont affect their bottom line. I promise Microsoft as a successful business owner I will advise all my clients to stay away from this dreadful company. *****************************

  Business Response

  Date: 04/24/2023

  Hi *****,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Business account and technical issues with the product.
  After further review, we found you have a previous services requests such as case ********** we suggest you keep in contact with the person who is handling your case.
  If you need any updates feel free to reach out the agent.
  For future issues, visit microsoft.com
  Sincerely,? 
  Microsoft Corporation. 

• Initial Complaint

  Date:04/17/2023

  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.

  I need this account unbanned or a refund Ive spent way to much money on that account

  Business Response

  Date: 04/24/2023

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

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

  
  Sincerely,

  
  Microsoft Corporation.

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising 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 unfairly trying to force Hotmail users to purchase storage to access their email accounts. I had a banner over my email stating I was out of storage. I sat at my desk for an hour deleting documents and pictures. The amount of storage I was supposedly using never changed even though I was deleting items for an hour. I can't receive emails but each time I refreshed my screen, I had a new ad email. How come the ad emails were able to transmit but not a "hello" email from my mother. I wanted to transfer my pictures to my Gmail account and discontinue using hotmail altogether. I have had that email address for over 20 years and Microsoft is disgusting for doing this. Now I am being forced to buy storage for a free email account. My email address I cannot send/receive emails to/from is ***************************** Please note, I am going to try my very best to avoid Microsoft products and I will discourage my family and friends to do the same. I am going to social media for additional assistance.

  Business Response

  Date: 04/24/2023

  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:04/17/2023

  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.

  I was employed by a start up business. I initially had to create a Microsoft account and purchase office 365 using my personal credit card. That start up business has closed - I no longer have the login, account ID, or email used nor do I have any way to recover those credentials to use the microsoft 365 online platform to cancel the subscription. I was just charged for it and I need to cancel it. I have tried to for hours to locate these credentials, I have attempted to contact Microsoft - there is no support over the phone. It is all directed online. I cannot use the online chat support because it requires a login, which I clearly do not have. There is no one to help me, no support available, and I no longer use this product, i have no access and absolutely no one can help me at microsoft. The only way I can stop them from continuing to charge me is to close my credit card which is a gargantuan effort. how can they charge money and have no one available to help? I have lost work hours trying to remedy this issue. There are all the numbers I have called: ************ - automatic recording that told me I had to log in and get support online. No option to speak to a person or get support otherwise. ************ - same as above ************ sales people. They gave me this number to call siting they cannot transfer people. ************, I triple checked the number and this number is a health emergency number that has nothing to do with microsoft. ************ - automatic system ropes you back into the same experience as the first number listed above. called sales again since someone answered - ************ - no resolution again. I want a refund and for my credit card to no longer be charged going forward. my email is *******************

  Business Response

  Date: 04/24/2023

  Hi ******
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account issue and cancellation request. A senior member from Microsoft 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:04/16/2023

  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.

  With Microsoft latest acquisition of a few AAA game studios and movement toward seemingly unethical and nearly totally monopolistic practices, they have acquired a significant amount of power into the gaming industry, alongside their monopoly over pc gaming through their ownership of the very system that runs all pc games (windows) they are effectively top dog, and this forced all us users into a precarious boot and neck scenario with them, us being the neck. I recently purchased, 2 games, both of which failed to meet expectations on release, released on sale, and then the reality of their failure made themselves present after spending some time on them. For instance Marvels the avengers: Definitive edition, released with a promise of "Years worth of content" now nothing. Even worse. They released the whole marketplace for that game for free, and now that this has come to my attention, after buying the game on the president it was gonna be badass (they'd just added it to gamepass) I find it totally unsatisfactory, and they refuse to refund. Saints row the third (remaster) is another, I simply cannot play the game, im trapped in walls, stuck on quests, and with killer loading screens its unplayable. I can't refund because "I've played it" how in the f*** was I supposed to know I couldn't play it without playing it. They're getting too big for their britches, taking advantage of those who use their services, refusing to take up the responsibility EVERY SINGLE RETAILER in the US has to take up, the product they carry is theirs to deal with, I was given defective product, and now I've been hung up on, lied to by staff promising me a refund just to get me to end the chat, and every email since has been ignored, I've had enough and demand my ~$37

  Business Response

  Date: 04/21/2023

  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:04/16/2023

  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 2022 I started seeing monthly charges on my bank account from ********************, which I have no account with. I disputed with my bank, they closed my debit card, and issued a new one. Now that card is getting the charge!! I finally got a hold of someone at Microsoft, through chat, and they couldn't find an account for me. No kidding. But the chat person couldn't tell me why I was being charged $16.19 if I didn't have an account. Their suggestion was to dispute the charges again with my bank. Why should I have to do that again. When I dispute, they send me a whole new card. I WANT THE CHARGES YO STOP AND THE LAST 6 MONTHS REFUNDED. If someone from Microsoft would call me, I can give them the card number being used.

  Business Response

  Date: 04/24/2023

  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, 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: 04/26/2023

   
  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,
  
  *****************************

  Customer Answer

  Date: 11/14/2023

  This is my second complaint filed with no resolution. Earlier this year I was contacted by email regarding same issue and I asked for a number to fax my bank statements to and got no response. I dont have anything that would require Microsoft to charge me. I have tried canceling debit cards for over a year now and still keep getting charged. So let's start in 2023. From January to July they charged me ***** a month. Them in August of this year, they started charging me *****. This is robbery and I want all of the money they've taken for the last year and half, I will provide proof VIA FAX!! They were no help earlier this year when I explained I don't know how to attach statements to their email. So far this year they have debited my bank account for ****** for a service I don't even have. So for 2022 I was charged ***** from Jan thru Dec which totals ******. Which comes to ******. And when they contact me for proof, I explained that I would need a fax number and never heard back from the rep. I want to hear from Office of the Chairmen regarding this. I have cancelled 4 debit cards to get them to stop taking and it didn't work. NOW THEY INCREASED THE WITHDRAWAL AMOUNT FOR SOMETHING I DONT HAVE. I need help with this. I will provide statements that show all charges. OFFICE OF THE CHAIRMAN PLEASE
  

  
  

   

  Business Response

  Date: 11/20/2023

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have checked your previous escalation, we have record of our agent trying to reach you via email, as the case has been long closed, please reach us by visit  ******************************************************** call ************ to reach one of our agents to gain assistance.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/15/2023

  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.

  April 9, ***************************************** exchange for doing over 70 days of tasks. The gift card I chose to redeem my earned points for completing tasks was a $25 ******* giftcard, which was in digital code format. When I tried using the card on April 13 it appeared as a balance of $0. I sent numerous reports to tell them the card had nothing on it, which is supposed to ****** a response within 24 hours by email. I still have not received a response by email. My husband had called Microsoft and ******* trying to correct the situation. They said to wait an additional 24 hours and the card would work. It is April 15 and there has been no response and there is still no money added on the card. I'm quite sure I can't be alone with this issue, as there is no number to contact Microsoft Rewards without calling the main Microsoft number, and being rotated around by voice prompted AI responses. I just want what I was promised, my $25 giftcard or my points I earned reimbursed. They also need a number or chat/feedback option to speak to someone about issues happening, because they are not answering the form they ask of you to fill out if you have any issues.

  Business Response

  Date: 04/20/2023

  Hi ***********************,
  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel.?You must visit *****************************************************;(Microsoft.com ) or call ************ to reach one of our agents to gainassistance.Once you have contacted support you will receive a case number.
  Sincerely,          
  Microsoft Corporation. 
  

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19940921
  
  I am rejecting this response because: The link added has no way to speak with anyone and if you call it's AI you get juggled around. I'm very sick, I just want my card to have the $25 added to it or my points returned to my account. This should have been a same day under 24 hrs. thing because it has been offered for a long time. I feel like I am not getting the money added to my account because I didn't pay for my Minecraft Realms last month because I am unable to play any video games right now and it is a month to month payment, so my Microsoft account is showing I didn't pay it, and there's no option to cancel it so it stays on there until you pay for it again. This has blocked other things on my account before because after paying the realms fee the things that were blocked mysteriously started working. I'm disabled , I shouldn't be held prisoner because I'm ill and can't pay to renew my Minecraft Realm at this time because I can't play now. It shouldn't have any link to this but I now believe it is keeping me from redeeming my reward points. They need to correct this now, I redeemed the points April 9, and it is the 25th now. All responses to their portal that says I'll receive a response in 24 hrs. have been ignored. I need what I earned, I shouldn't have to wait this long for a digital code to be activated. It's very deceptive practices that they are doing.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/02/2023

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

  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel as indicated.

  Please visit Microsoft.com for further assistance or Xbox support channel.

  Sincerely,          
  Microsoft Corporation. 

• Initial Complaint

  Date:04/15/2023

  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 simply need to reset and/or update my security information for my Microsoft ******************************************************************* However Microsoft account has two factor verification step prior to allowing me to update an old nonexistent phone number, this step involves using the phone number I no longer have to verify my identity. Microsoft offers no way around this very frustrating road block, and furthermore offers no live online chat support, phone support etc. for this type of problem. Microsoft only offers a series of how to guides and community boards that do not apply or work to correct this very problem. Microsoft does offer a "use another method to verify" but I have no other method setup nor can I set one up without first using the phone number no longer in existence to verify I am who I say I am, thus leading me in a endless loop of "you have attempted to many times to verify" ultimately locking me out of my account 20 minutes on end.In short, I only need to update my phone number and/or add another method of contact ie. another email address for two factor verification, but Microsoft has created a scenario where I cannot update my own account information and Microsoft offers no account support to correct this very simple issue.

  Business Response

  Date: 04/20/2023

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

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

  
  Sincerely,

  
  Microsoft Corporation.

• Initial Complaint

  Date:04/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a personal account and purchase Microsoft 10 Home in 2018 and installed it on my personal computer. Sometime after installation and 4/2019, without my knowledge or consent, my OS was removed and Microsoft ************** OS with Hyper-V was remotely installed on my computer. In October 2019, I purchased a brand new computer and set it up using MS account. I started experiencing data leaks of documents and unauthorized online account accesses. I changed my password multiple times, changed internet providers and eventually had a data forensic specialist look at my computers in 2022. It was discovered that multiple virtual machines associated with my account had been created using the Hyper-V and Remote Desktop Utility feature. I contacted Microsoft multiple times regarding this issue and the only response *** received is to contact my IT administrator. Its a personal account!!.

  Business Response

  Date: 04/19/2023

  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