Business Profile

Computer Software Developers

Microsoft

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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

5,200 total complaints in the last 3 years.
2,078 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:03/31/2023
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 sent in my computer a surface pro 8 to Microsoft. Due to it being nonfunctional and still under warranty, microsoft said they would send me a replacement surface pro 8. They sent me a surface Pro 6!!! I tried to contact them several times about the matter and still this issues has yet to be corrected. After what microsoft did to me, I NEVER want to purchase from them again. Due to being without a computer, I had to borrow money from family members who bought me an apple computer. Please help me get the surface pro 8 replacement microsoft was to send to me. I must pay back the money I borrowed from family on top of already losing EVERYTHING I had to hurricane ***!!!
Business Response
Date: 04/05/2023
Dear ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Surface replacement issues We have contacted a senior member of our Microsoft Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********

Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/31/2023
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.
Microsoft 365 When my yearly auto-renewal came up 08/17/2022 I got Microsoft 365 family plan for $105.99. After the auto renewal I changed my plan 13 days later due to me being the sole user in my family, so I downgraded to the Microsoft 365 single plan $69.99. I was charged for both and have been following up multiple times. I even have 2 case numbers it does not have anything in it. (No wonder I didnt get a follow up) trying to get a refund on the $105.99 I chatted with a service representative explained everything and was still denied a refund. This transaction couldnt get any simpler either. The documentation will be scanned and made available.
Business Response
Date: 04/06/2023
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: 04/06/2023

Better Business Bureau:

Yes I agree to work with Microsoft to get this refund in order. I will not accept anything lower than the original price for this refund otherwise we will be back here. I wanted that clearly communicated from the beginning. It should not take me complaining to the BBB for you to do right by the customer.

Sincerely,
*************************************
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:03/31/2023
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 March 31st I received an email that my Xbox account was being suspended for 2 days due to a "Community Standards Violation." It referred to messaging, but failed to tell me what message was in violation. The "Enforcement page" had zero details. I simply want to know the exact message that was in violation and what community standard was specifically violated. I am seriously considering switching my gaming to Playstation. I am not arguing the suspension, I just want details of what triggered it I cannot improve my compliance with your "Community Standards" without details of what violated your gestapo rules.
Business Response
Date: 04/05/2023
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:03/31/2023
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 am currently being billed 16$ a month from Microsoft. I called them several months ago and they said they had no subscriptions related to my account and that I should report it as fraud. I reported it as fraud to my bank and had to change over all of my info. I am still being billed for whatever this service is after I changed my card. I called Microsoft and asked for a supervisor. they indicated that I could still be billed by them even though they do not have a current or active card on file. If this is the case - why would reporting it as fraud have been a solution? The person on the phone I spoke with at the manager level indicated that I needed to call my bank for this. I advised that was not going to happen because I already had, and reported this charge as fraud. The supervisor terminated the call when I asked for their name after telling me that they were going to hang up on me for using a swear word in my frustration. Microsoft cannot bill my bank account without my permission and they are providing no answers - they cannot even tell me what the bill is for. Checking my bank account I have been continuously billed for this every month for the past year and I do not know what it is for, nor does Microsoft. Kind Regards,
Business Response
Date: 04/06/2023
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:03/31/2023
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 an Xbox series x from the microsoft store website. At the time of the delivery I was not home. That day I arrived home at around 7pm while the delivery was made around 11am. I didnt find my package anywhere. I called and e-mailed Microsoft support and they simple would not send out a replacement or give me a refund for a product I never physically got. I never even laid eyes on the Box and Im being charged $597.09. Ive Called my bank but since I made the purchase with a debit card, I was sent here to try and get help from the BBB. Please help.
Business Response
Date: 04/05/2023
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: 04/06/2023

Complaint: 19879697

I am rejecting this response because:1. I never received my package. 2.Microsoft refuses to send me a replacement or refund. 3.They dont care at all about their customers 4.Their support team doesnt care. 5.The escalation team they claim to have is nonexistent.
Microsoft behavior have been unprofessional throughout this whole process. I have called their unreachable support line many times just to told to wait on the phone for an hour and finally to cut hang up on me. I called back and the same support representative answered and feigned ignorance of what she had done, I didnt care and proceeded to give her my info and case number but as soon as I did she hung up on me again. I called again after awhile and was placed on hold for hours just so they can ask me what the case was about when I had already gave them the case number in the beginning. Proceeding to ask me about the case because they said they didnt have it and when I told them exactly everything about all the emails written to them, they were like OH, You Werent Lyinguh uhmm you are telling the truth. So they did have them and were just playing with me a customer. ******************** Support and escalation team is the best at being the worst in the industry. Completely unsatisfied with the order I placed and their response which was no help at all.

Sincerely,

*********************
Business Response
Date: 04/14/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm our agent informed you we cannot provide the resolution you hoped for,as the courier provided a photo proving the package was delivered correctly,and advised you to work with your local authorities towards investigating this matter. We do apologize as we cannot provide the resolution you had hoped for.

We consider this complaint is now closed as theres no further action we can take.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/31/2023
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 purchased my xbox series x with the assasins creed bundle and i know for a fact that i redeemed the game via digital download and for some reason I CAN NOT PLAY MY GAME I OWN. I PAID FOR THIS GAME AND I HAVE NO ACCESS TO IT. I CANT DO ANYTHING IN TERMS OF CONTACTING THE COMPANY BECAUSE THERE ARE NO LIVE REPS. NO AGENTS HAVE CALLED ME AND EVEN WHEN THEY DO TRY TO CALL ME IT RINGS AND HANGS UP IMMEDIATELY. I AM BEYOND FRUSTRATED WITH HOW THIS COMPANY HANDLES CUSTOMER SUPPPORT.
Business Response
Date: 04/06/2023
Dear *************************** Ii,

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:03/31/2023
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.
Microsoft has been charging me for a subscription that I never ordered. They have charged me $**** for four months. When I called they would only refund **** and told me they would not be charging my card again. When checking my statements they still continue to charge my account without permission. I would like the ***** refunded immediately
Business Response
Date: 04/04/2023
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: 04/04/2023

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 once the proper refund has been issued and you stop running my card.

Sincerely,

*******************************
Customer Answer
Date: 04/18/2023
Microsoft has been charging me for a subscription that I never ordered. They have charged me $**** for four months. When I called they would only refund **** and told me they would not be charging my card again. When checking my statements they still continue to charge my account without permission. I would like the ***** refunded immediately. This is the second complaint, they did not agree to the terms when closing the first complaint! FRAUDS
Business Response
Date: 04/24/2023
Hi **********; ,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your charges incident and refund request.

After further review, we found you were refunded based on the case ********** and it was cancelled. Since the period for refund request is over no more order will be reimbursed.
We recommend you visit this page for further information.

Prevent unauthorized purchases from Microsoft Store using Xbox One - Microsoft Support
************************************************************************************************************************************************************************************************************************

For further support visit Microsoft support channel; Microsoft.com

Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 04/25/2023
Complaint: 19950441

I am rejecting this response because:
No refund has been issued for illegally using my card info when I did not give permission. *** & FTC will be next if its not refunded.

Sincerely,

*******************************
Business Response
Date: 05/04/2023
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After reviewing your complaint and recent service request **********, we were able to confirm the refund has been processed and the subscription was cancelled.Considering this information, we will be closing this complaint.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/31/2023
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.
I purchased a computer and accessories for $1,500 in March of 2022. Had issues with my computer crashing during Zoom meetings, submitted multiple tickets for the exact same issue. The most recent was in February, within one year of purchase. I did every single troubleshooting option including completely factory resetting my computer per Microsoft's instructions. That in itself took time and money as I had to go buy a new USB device to perform that reset. This still did not work. They closed my ticket when I was still inquiring and it took multiple more to get to where I am now. The 1 year warranty policy offers a refund which I was going after so I could buy a new computer that isn't known for having these issues. I did research and my model consistently has the same issue. Nobody would listen to me or even look at/acknowledge that warranty and kept changing the "policy" from 60 days to 30 days. In addition to that, the only option they are leaving me with is to accept a refurbished computer. I would understand more if I was out of warranty but by their own policy I was within range and would have been eligible.
Business Response
Date: 04/05/2023
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: 04/12/2023

Complaint: 19879155

I am rejecting this response because:

I had to send multiple emails to get a response back and I'm still not clear on why the warranty and refund option doesn't work for me. What I was told doesn't align with what the warranty says.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau. The issue is with the Zoom app this being a third party software does not apply for the Microsoft warranty, please contact Zoom support to get a resolution with their software.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/02/2023

Complaint: 19879155

I am rejecting this response because:

Not that I expect anything to come of this, BUT why is this the first time I'm being directed to Zoom when this has been an issue for A YEAR? How does it make sense that IT would never even suggest to reach out to Zoom, and is that what everyone else who has this same exact issue with this same exact model is being directed to do? I've submitted multiple tickets and done every single troubleshooting option so it seems extremely odd that after all of that not once was it suggested that this was a Zoom issue and not a Microsoft issue. Please make that make sense and please make it make sense that the one year warranty isn't being followed.

Sincerely,

***********************
Business Response
Date: 05/09/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As you may know this is a Technical issue, this will be better handle by a specialized support as a single file of the app my be causing the issue, please contact the developer for better support.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/31/2023
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 bought a working Officer ************ key on Nov 26 2021. I have installed it only ever on ONE computer. I have installed it several times on this ONE computer as I have switched out individual parts or have had issues with Windows 11 that required me to do so to fix easily. I never had an issue reactivating my Office the 10+ times I did it until I swapped out two parts in the *** motherboard and CPU, when the product deactivated. I went into the chat support and was issued a reference number of **********. They stated that it was the company that I bought it from, it was their responsibility to add additional activations to the key. That sounds like some nonsense. However, I contacted the company that sold me the key and they issued this statement. "Upon checking the case reported, allow me please to inform you that when you changed any part on your existing PC setup, Microsoft license registers the device as a new PC and that's the reason why you are not able to reactivate the purchased code, I'm afraid.The code provided by the seller was a valid and working one and you were able to redeem it successfully after the purchase was placed. With that said, we regret to inform you that your request has to be rejected. The reason for the rejection lies in the fact that our refund option is only available for cases where customers have received a defective product, purchased from one of our marketplace sellers, where the seller has failed to offer a solution to the reported problem.Given the fact that the seller has provided you with a valid/working product, that matches the description available on the product page, further proceedings with this case are not possible."It's unfair for the customer to go back and forth between two companies like this and one of you two is lying about the situation here. Upon the second chat with Microsoft, I am getting no support which lead me to here. I have proof of purchase and anything else that is required upon request
Business Response
Date: 04/04/2023
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
Customer Answer
Date: 04/07/2023

Complaint: 19878964

I am rejecting this response because: you guys first called me and the result was an OS corruption which resulted in me wasting a half a day in reinstalling Windows 11. The person who called me barely understood me and had zero Windows knowledge. Upon requesting speaking to someone else, an appointment was made for the next day. No one called me. I am not happy with the supposed elevated support I was supposed to receive.

Sincerely,

*****************************************
Business Response
Date: 04/13/2023
Dear *****************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we see that our advocate *** has been working with you on this issue. Upon checking we were able to confirm our agent provided a response yesterday (April 12th)informing the Product Key has been abused and activation limit has been reached and that you have to purchase a new Product Key. Considering this information,the case has been closed.

This complaint is now closed as theres no further action we can take.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 04/17/2023

Complaint: 19878964

I am rejecting this response because: Microsoft has no records except the activation number of what computer this key has been installed on. I have only used this key on a single PC at any given time. Microsoft cannot provide records to the contrary. If they could, I would be more inclined to accept this response as then I know the seller of the key cheated me by selling my key to multiple users.

Sincerely,

*****************************************
Business Response
Date: 04/24/2023
Dear *****************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request once again, we maintain our statement. As we mentioned before,our agent provided a response on April 12th, informing you that the Product Key has been abused and activation limit has been reached and that you must purchase a new Product Key. Considering this information, the case remains closed.

This complaint remains closed as theres no further action we can take. We wont be answering anymore regarding this case.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/30/2023
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.
Sent in my device for repair, recivced a replacement device that is deffective. Spoke to 2 agent and one supervisor they didn't resolve the problem telling me i have to loss another 6 days in order to fix the proble if not i would have to pay for expeditated repair which is totally unacceptable..
Business Response
Date: 04/04/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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: 04/04/2023

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,

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

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