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

5,224 total complaints in the last 3 years.
2,092 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:04/11/2023
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.
My son's account was suspended due to "graphic Image". Apparently, he had complaints about his profile picture. He is a minor (young teenager) and was unable to grasp the concept of what is deemed as a inappropriate profile picture. His account has now been suspended for 1 year. I was told that the suspension was temporary, but I found out today that it is permanent. It is very difficult to reach the Microsoft enforcement team and all Microsoft Xbox customer service representatives state they are not able to assist with account suspension. The resolution I would like is to have all of the video games I paid for transferred to my account or the money I spent to be refunded to me. It is not fair for me to lose all of my money because Microsoft suspended my minor son's account. I would like to receive a resolution to this matter as soon as possible.We can't write Microsoft enforcement using my son's account, because my son's account is suspended. His email is ******************* the user name is ****************** you,***********************
Business Response
Date: 04/17/2023
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:04/11/2023
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 have purchased Xbox Series S, 512GB from ******* which is a authorized Microsoft retailer. (*********************************************************). My order number on *******:8090801, Order location code: ******* Confirmation number(s): ***************. Order date: 03/03/2023. When I registered my Xbox (serial number: ************* on my ******************** account, it showed warranty expires in 06/11/2023. I am supposed to have 1 year Limited Manufacturer warranty from the date of purchase. But for my case it is wrong so I contacted ******* and received no resolution and they suggested me to contact Microsoft as they can update the warranty info with proof of purchase as it is mentioned in their website: ************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************** So, I contacted Microsoft and I was referred to their hardware support team, they asked proof of purchase which I provided and they told me to wait 24hrs to see the update on corrected warranty information. After that I waited more than 24 hrs and contacted Microsoft again as there was no update. They again wasted some of my time over the phone and refused to update the warranty info blaming everything on *******'s end. Where it is clearly mentioned in their support website that they can update it when I purchased a brand new unit from ******* which is also their authorized retailer also listed in their website as I provided above, refusing to provide support to update correct warranty date is clearly a violation and I am exploited and denied here of my rights. Would appreciate quick resolution. Regards,******
Business Response
Date: 04/17/2023
Hi ******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox warranty issues. A senior member of our Microsoft Team?will start an investigation related to this matter and contact you directly to work toward a resolution. Your new Service Request is **********

Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 04/18/2023

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:04/11/2023
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.
On 4/11/2023 a scammer whose currently in jail used your outlook create a fake email to then use that email to take over my accounts. I called in to see if i cash send in my email and the email showing where it was changed in my other accounts from my personal snark to this fake one and they wanted to charge me 500 for them allowing someone whose in jail to hack their system. Attached is a screenshot from ******** where it shows that it was changed
Business Response
Date: 04/17/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding?your incident with the scammer and your accounts. After reviewing your account ************************ no issues were detected.
We recommend you visit Microsoft.com for further assistance as to your affected accounts.
Or this link How to recover a hacked or compromised Microsoft account - ******************** Support
( *************************************************************************************************************************************************************************** )
Which may you help resolve the issue.
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 04/17/2023

Complaint: 19923172

I am rejecting this response because: you didn't read the complaint. My email ************************ wasn't the issue I submitted a screenshot where they hacked my email and changed my email on all my stuff and has everything forwarded to the hackers email that they created with my information.
I'll break it down in steps.
1. My email was hacked
2. They used my email and created a new email with outlook.
3. i found out cause i got an email from my accounts showing my email was changedto this outlook email. Whixh is the screenahot i sent.
4. They've created cashapp with this fake outlook that is under my name which ibsent you my ID. AND SCAMMING PPL OUT OF MONEY.
5. THEY ARE USING THE FAKE ***** ADDRESS ****************************
6. THEY HACKED MINE AND USED IT TO CREATE A FAKE ACCOUNT. I **** THIS HACKERS ***** CLOSED. OR I NEED ACCESS TO IT CAUSE I NEED TO GET IN MY ACCOUNT.
7 AGAIN I'M ATTACHED IS THE ***** I GOT FROM ******** WHERE THEY CHANGED MY ***** TO THIS SCAMMING *****. IF YOU NEED MORE PLEASE LET ME KNOW

Sincerely,

*************************
Business Response
Date: 04/20/2023
Hi *******,
Thank you for the information.
We have created a service request for further assistance #**********
Sincerely,
Microsoft corporation.
Customer Answer
Date: 04/28/2023

Complaint: 19923172

I am rejecting this response because:

Sincerely,

*************************

What does that mean you created a service request. The hacker has now used the email to create a cashapp in my name and is still scamming ppl. They hacked my ******** changed my email locked me out and I can't access pics of my deceased mom. ******** said I need access to that email they are using my ******** to send my family long distance messages scamming for money. Lying saying I'm selling something and getting money sent to the cashapp. And ppl think it's me. All because if this email. Please either help me gain access to what is supposed to be my email according to what ******** sent me or blocked them. I would rather have access to it so I can get into my ******** and get my deceased mothers pictures. But either way I need help. ******** won't help unless I can verify the email code the are sending. Please help
Business Response
Date: 05/03/2023
Hi *******,
As indicated in our previous email,
we have created a service request for further assistance #**********
Please contact the person who is handing your case for further updates or steps to follow in order to resolve the issue.
Sincerely,
Microsoft corporation.

Customer Answer
Date: 05/09/2023

Complaint: 19923172

I am rejecting this response because: you said contact someone but you when I call I keep the automatic system that pushes me around and get no help. So send me a number I call can without having going through your automatic system and being hung up on.

Sincerely,

*************************
Business Response
Date: 05/12/2023
Hi *******,
As indicated in our previous email,
we have created a service request for further assistance #**********
Please contact the person who is handing your case for further updates or steps to follow in order to resolve the issue.
Or visit Microsoft support for further assistance.
Sincerely,
Microsoft corporation.
Initial Complaint
Date:04/11/2023
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 claims I am over the storage limit for onedrive at over 5GB. I am being forcing to upgrade storage that I do not need under my email account ********************** All my major files are stored using another service. Upon review, they claim my desktop is using over 2GBs. I went to review the files. There are no files containing that amout of data, making it impossible to make room for storage without a purchace for more. The acutal storage avaible for my email account is way under what I am using. However, Microsoft has blocked me from receving any emails without purchace of further storage. I deleted well over a thousand emails and over 50 photos. I went back to see if this reduced and/or opened up the storage. According to *********, nothing changed with the storage usage. This made me very suspicious. I called ************** for support. It is impossible to speak with anyone. They direct you to web support. It does not answer my question. When you call back, they again redirect to their website, then they disconnect the call. They save the number you are calling from, so I am unable to select any other options for support. This is completely unacceptable and unprofessional business.I understand what the issue is regarding the storage, but I do not believe it. I want proof that I am over my storage since there is no files on my desktop that is equivalent to the storage they claim. I hardly have any files on my desktop. I also deleted files there and there still no change in the amount of storage. I want someone to explain how I have so much storage avaible for my emails but they will not allow me to receive emails without storage purchace for Onedrive. I also want someone to explain how deleting mulitiple photos and emails did not reduce my storage use AT ALL. That is IMPOSSIBLE.In addition to the BBB compIaint, I will be contacting the ************************ if no resolution for a full investigation, which, may be a gobal matter.
Business Response
Date: 04/17/2023
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:04/10/2023
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.
4/10/2022 first contact Case number: ********** I contacted Microsoft support on the evening of 4/10/2022 because I was experiencing technical issues with my laptop. It kept showing the camera icon and I could not get it off the screen. The first agent I spoke to was Denden. He asked me to give him control of my laptop to help with my issue. Upon giving him control my device dropped its internet connection. When I noticed it I tried to reconnect, but I no longer had a wifi icon on my computer. I received an email from Denden shortly after saying thanks for contacting Microsoft support and that he was glad he was able to resolve my issue. I responded letting him know that he no only didnt fix my initial issue, but that I now couldnt access wifi from my computer. He responded saying he didnt do anything to it and had only attempted to fix the display driver. I asked to speak with a supervisor and he ceased contact with me after that. I then went on to chat with another representative who kept trying to help me by telling me to download things on my computer. I explained to him that I couldnt download anything because I didnt have wifi. He explained that I would have to download the driver onto a thumb drive and then use that to fix my computer. I asked him to speak with a supervisor and was denied. Microsoft chat agents messed my computer up and would not take accountability. I need my laptop for school and I have assignments that I have to turn in that will be affected by the incompetence of Denden.
Business Response
Date: 04/17/2023
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: 04/18/2023

Complaint: 19920684

I am rejecting this response because:

I have not received any contact from Microsoft.

Sincerely,

*******************************
Business Response
Date: 04/21/2023
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Thank you for your feed back we will push the case as priority or create a new case for your issue.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/27/2023

Complaint: 19920684

I am rejecting this response because:
Microsoft called me and every time I answer they hang up. They are not trying to fix the situation.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we sincerely apologize for the service you were given, if further help is needed please reach back to the customer service agent or back to us.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/10/2023

Complaint: 19920684

I am rejecting this response because:
Microsoft isnt rectifying the problem. They keep responding with a general message that lacks accountability and action.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We have opened a case with our Technical team (Case number **********), we sincerely apologize for all the inconveniences youve experienced so far.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/18/2023

Complaint: 19920684

I am rejecting this response because:
They are responding with a general message, lacking any direction on how they are going to fix the issue.

Sincerely,

*******************************
Business Response
Date: 05/24/2023
Dear *******************************,

We have opened a case on your behalf for you to be in contact with one of our agents, please keep communicating with the agent to reach a resolution for your issue, feel free to reach back if any issues rises.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/10/2023
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 purchased Microsoft 365 in 2015 for it was when I purchased a computer for my granddaughter to use for her schoolwork but as of 2021 I no longer need it for she no longers has the computer nor uses the microsoft 365. With my husbands passing and my health issues I neglected to get this cancelled before it renewed for it was on automatic renewal of a charge of $105.99 on October 14th, 2022. I did manage to turn off the automatic renewal and it let me cancel but it says my subscription expires October 13th, 2023. I would like to have the refund of $105.99 since it is no need or use of the Microsoft 365. I manage to find the number ************** but to no avail for it was an automated call that kept hanging up on me and then I called *****- geeksquad and the lady tried to help me but since it was a microsoft issue she gave me a number of ************** and it was automated and when it said to speak to the operator nothing no one answered so I tried the number again and was hung up on so I seen on this site the number ************ to give them another try but to no avail again an automated service. It is irritating that a business like Microsoft does not have a contact number that you can speak to someone.
Business Response
Date: 04/17/2023

Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding?your Microsoft subscription and refund request. After reviewing your account ********************** and order history, the timeframe for refund is over, which limit time to request it, it is within the first 14 days of the original purchase thus we cannot apply any refund.
We are sorry for the inconvenience that this may cause you.
We recommend you to use the product until the expiration date to take advantage of it.
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 04/17/2023

Complaint: 19918835

I am rejecting this response because: It is not available on my computer for somehow when my computer crashed early in the year something happened and it is gone. The only way my daughter was able to stop automatic payments was through her computer after somehow getting logged into my account. You may ask what about november and december well between sickness and other health issues I forgot to mention to my daughter about the charge for she helps me for my husband has recently been deceased. I am not asking for years of refund but only asking for this past year for I have been a customer since 2015. I would appreciate you making an exception in this case and please refund me the total or at least half of it. I would greatly appreciate it. Thank you.

Sincerely,

***********************
Initial Complaint
Date:04/10/2023
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.
Someone at Microsoft has started to reroute my emails. I try to remedy this by having my emails forwarded to another e-mail service, however, Microsoft has completely stopped my emails without an explanation. I believe this is fraudulent activity on behalf of some of the agents working at Microsoft.
Business Response
Date: 04/14/2023
Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your outlook 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?
Initial Complaint
Date:04/10/2023
Type:Billing 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.
In the fall of 2020 I was informed that I hadviolated the terms and conditions of my Microsoft Office 365 account and my account was being locked. It was locked so I cannot get into the account. In April of 2021 I received an email stating the the renewal was coming up on May 2ed. If you did not want to renew login and cancel the renewal. I replied to the email, called, went to the Microsoft store in ****************** and could not stop the renewal. They charge my account for the service. Four months later I got my money back by disputing the charge. **** locked my account so they should not be able to charge. The following April I Received notice again and again charge my card and again had to dispute the charge to get my money back 4 months later.again. I have since changed the account number and and hopefully they cannot charge me again but I need them to close the account. The only way I can is to be able to login but they have me locked out. Please help in getting this account closed. The account user name is *******************************************
Business Response
Date: 04/14/2023
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:04/10/2023
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.
My son used a Xbox gift card yesterday and somehow he was charged for four separate transactions all for $35.99 each. I contacted xbox about this error immediately and requested a refund. They denied it. My son did not order these nor has he used any of the coins that was purchased . I would like a full refund for all 4 charges and for these coins to be returned. You cannot speak to anyone at MSN about this matter. This has happened in the past with Xbox and Apex.
Business Response
Date: 04/14/2023
Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your Xbox charge 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: 04/14/2023

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. I will wait to hear from MSN directly to resolve this matter.

Sincerely,

***********************
Initial Complaint
Date:04/10/2023
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.
In October of 2022 our Microsoft Office 365 was hacked by someone using their xbox and charging our account. Microsoft sent us an email making us aware of the situation. We use Microsoft for business purposes only. We have had this account for well over 10 years. Contacting Microsoft was a nightmare. You can's contact them but phone anymore it just tells you to go to a website and ask for help. After saying I was a business account (which we use the home version) they spoke to me long enough to ask for information to prove it is actually our account and no the man using an xbox. We had all of the information, banking information where it comes our of our account, we had everybit of the information and Microsoft still said they couldnt prove he was a hacker! They added an alternate email account and said that should work for us. However they had not refunded $76.81 of what the man charged that they said they would refund. Then they charged us $109.74 twice after the conversation! once on 10/17/22 and once on 10/18/22. WE were never able to get ahold of them again. Now only a few short months later. The account is saying our yearly billing is due and again I cant not get in contact with then and when I try to renew it it says the account is locked. This is tremendouly affecting our business and there is ZERO customer support to this company. This is not an issue that can be resolved by a website or reading a forum. So as of right now Microsoft owes our company $296.29 and also needs to fix the account we have already paid for! Please help us we have been fighting this for months!!!
Business Response
Date: 04/14/2023
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.

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