Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft

  PO Box 22810 Salt Lake Cty, UT 84122-0810

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:07/21/2023

  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.

  The account in question was charged $161.90 on July 18, 2023. Immediate contact was made for resolution and was advised to discuss with financial institution. 1 day later an email was sent suggesting the account had been compromised. Each time communication was attempted, someone routed the call to Xbox services who politely hung up each and every time. Multiple case numbers were given without resolution. Financial institution informed the charges were made within Microsoft according to address listed under purchase. Microsoft has offered zero assistance besides rerouting for 4 days now causing insurmountable fees to accrue

  Business Response

  Date: 07/26/2023

  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 7021653037.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/21/2023

  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 cannot login to my account using my [email protected] contacted Microsoft and chatted then spoke with ****** from Africa.He could not help me login and I think his customer service skills are subpar. He needs retraining and coaching.My ticket number is:230 720 004 000 ****

  Business Response

  Date: 07/26/2023

  Hi  ************************* , 

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account access issue. A senior member from the Microsoft commercial team will investigate this matter and contact you directly to work toward a?resolution.Your new case number is 7021656879
   
  Sincerely,? 
  Microsoft Corporation? 

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20355098
  
  I am rejecting this response because:

  No name of the "Senior" person or time frame given on when the issue will be resolved, nor how I will be contacted (mail, email, text, phone call, fax, etc.).

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/04/2023

  Hi  ************************* , 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issue. A senior member from the Microsoft commercial team will investigate this matter and contact you directly to work toward a resolution. Case for reference 11248400
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20355098
  
  I am rejecting this response because:
  

  The message does not say who will contact me and when.

  I received an email from Microsoft yesterday saying that my case was "resolved."

  The email did not even reference what my case was about, so how can it be resovled?

  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/15/2023

  Hi  ************************* , 
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issue. Based on the case for reference 11248400

  Please reply to the email and provide the information requested to continue working your case.

  Feel free to contact back the person who handled your case for assistance. 

  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:07/20/2023

  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 November 18, 2020, I paid for a lifelong subscription to Microsoft for Word, publisher, powerpoint and office. I have been using that product mainly for publisher since that date. Almost exclusively. My entire business is set up in publisher. They just removed the product and then attempted to gaslight me, as shown attached into believing that it was a "free subscription" that just expired. Their free subscriptions only last for 30 days. clearly that is not the case here, seeing that I used it for more than two years. Which they confirmed on their end. They removed the license and are refusing to acknowledge the theft. In my opinion, if the employees are lying, the supervisor is lying. If the supervisor is lying, the management is. The supervisor got into this conversation and tried to lie as well. So clearly this is coming from TOP microsoft decision makers to steal our products. I am not sure what I do after this. I threatened to take it to tiktok, but is there a better way to get microsoft to pay for the missing license they stole from me, and get them to stop doing it to others? Can you guys help with that or do I really have to use social media? I can, I just prefer these sort of consequences instead. I do not believe a company should ever boldly lie to its consumers AND obviously I am furious about being stolen from.

  Business Response

  Date: 07/25/2023

  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 7021602162.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/20/2023

  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 refuses to refund $90 copy of Diablo 4.

  Business Response

  Date: 07/26/2023

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

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

  
  Sincerely,

  
  Microsoft Corporation.

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20353585
  
  I am rejecting this response because: The person on the phone said they cannot start a refund or give me a case number
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 07/31/2023

  order numbers

  Business Response

  Date: 08/08/2023

  Dear *************************,
  
  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:07/20/2023

  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 paid this morning July 20, for services regarding the installation of Microsoft 365. The product is not installed properly and does not work. I spent one hour to get help and all I get is machine upon machine. I am 82 years old, handicapped and the internet is my only means of contact with other people. I am from ******, I speak with a strong accent but I am not yet senile. I am so depressed, I have no family here. My telephone number is ************. It is a landline, I do not have a mobile phone.

  Business Response

  Date: 07/26/2023

  Hi ****,
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your issues installing Microsoft subscriptions.
  
  We understand you and would like to help you.
  Just to let you know, we reviewed your ************************* account and found no recent subscriptions or recent purchases within the last 3 months.
  
  Would you be so kind to provide your Microsoft account where you made the purchase and what specific issues you received while trying to install the service?
  
  We will wait for your response.
  
  Cordially,
   Microsoft Corporation.

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20352681
  
  I am rejecting this response because: It is in French, the vulgar kind.... and frankly, I am offended by the familiarity used in the response: Vulgar, totally vulgar, I am 82 years old and do not have to be subjected to that vulgarity. Have Microsoft respond in English and refraining from the vulgar familiarity.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 08/08/2023

  I am 82 years old, handicapped, and frankly tired of fighting. Microsoft will die rich; I will die in peace.

• Initial Complaint

  Date:07/20/2023

  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 went to cancel my microsoft office personal subscription because my family had shifted to a larger family plan and mine was no longer needed. When I called, apparently I had just stepped out of the ********************************************************** claiming she did not have the power to do so (renewal date was April 14th I called around May 17th). She then proceeded to DIRECTLY advise me that I could resolve the issue through a credit dispute with my credit card company and they would refund the payment. I proceeded with cancelling my subscription (so I thought) with the agent and the call ended. About a month later I get a letter from my credit card company detailing the results of the dispute and their reasoning behind their ruling. I was shocked to find among these reasons that apparently my subscription wasn't cancelled. When I have tried to cancel the subscription online, I receive a message every time saying, "We can't cancel your subscription". I have since tried calling microsoft, only to be forcibly directed back to an AI chatbot on their website which is incapable of solving the nuanced issue currently present here. Now every time I call off my phone number it plays the same message that subscription issues are handled by the chatbot online and the call is ended.Honestly, I'm super disgusted by the behavior exhibited here by microsoft. Especially for a company that has, essentially, ingrained itself as a necessary part of productive society. So much for good relations after being a customer of theirs since they started the subscription based business model and even beyond that when it was still a one time purchase. They should be ashamed of themselves. Just gross.

  Business Response

  Date: 07/25/2023

  
  Hi ******, 
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription and refund request.
  
  After further review of your account, unfortunately the timeframe for refund request was over, by which we cannot reimburse you for it.
  
  We are sorry if this is not the response you were looking for.
  For future incident, visit Microsoft.com to get assistance.
   
  Sincerely,? 
  Microsoft Corporation

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20351364
  
  I am rejecting this response because:

  I was two days outside of the window. Ive been a customer for over twenty something years, so much for good will amongst business relations. They also refused to cancel the subscription blocking my bank account from reimbursing me which was what microsofts customer service agent specifically directed me to do. Couldnt even take the time to proofread their response, absolutely laughable.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/20/2023

  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 placed the order (**********) on Jun 19 and returned the order on June 29, 2023, But I didn't receive any refund until now. I have contacted them a couple of times, but they just keep saying they will update me. The case number with them is **********. All I need is just to have my refund back.

  Business Response

  Date: 07/28/2023

  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 7021751470.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/20/2023

  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 is requiring a MIGRATION from Mojang account to a ******************** account. The process is simple enough if it worked. It does not. I have contacted support multiple times and their answers and solutions are senseless. As I stated to support: The migration process fails with an error that states to contact support for a resolution. I CANNOT migrate to an already existing microsoft account as this error is persistent no matter what account I try. I cannot EVEN create a NEW account using the process of the migration as that has another yet equally frustrating error (that service is unavailable error)!This is the second of FIVE family member accounts we need to migrate before THEIR deadline.Support has sent back SEVERAL emails detailing the steps (already on the website) of how to migrate the account as the answer to the account errors that do not permit you to migrate. That is:The solution equates to this:Your living room light will not turn on when you flip the switch. Geniuses as support state to fix the problem... flip the living room switch that turns on the light. No matter HOW I state that the switch (equates) has a speaker and states loudly: YOU MUST CONTACT SUPPORT AS THIS SWITCH IS NOT WORKING".... I get the answer "flip the switch". If the website was down and unavailable. I would get the answer go to the website. If I could not walk, I would be told to take a step. If I were deaf, I would be told to listen for the tone.... I can explain to them I am deaf.... and the answer would always be the same... listen for the tone. How is this support. How can anyone not read, and be a support person? I have NOW attempted to migrate TWO of the five accounts. BOTH have unrecoverable errors that do not permit the migration without the help of support, as their own software states. Support is unresponsive to customer needs. You cannot repeat steps one two and three when step one fails. You have to fix step ONE! I am so infuriated by M$!

  Business Response

  Date: 07/25/2023

  Hi ******, 

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account?migration incident.

  A senior member from the Microsoft technical team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is 7021604096  

  Sincerely,? 
  Microsoft Corporation

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20349322
  
  I am rejecting this response because: no contact was made. I request that case be closed UNRESOLVED. I no longer wish to use their product as they are not providing support.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20349322
  
  I am rejecting this response because: no contact was made. I request that case be closed UNRESOLVED. I no longer wish to use their product as they are not providing support.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/01/2023

  Hi ******, 
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account Migration incident.
  Based on the previous 7021604096  you were contacted by email and due to your lack of response the case was closed.You can reopen your case by replying to the email sent.
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20349322
  
  I am rejecting this response because:

  I resolved the technical issue myself without Microsoft support. The support I did receive (even after BBB assist) amounted to email questions about the issue itself (regardless of how plain the wording of the issue). I did receive polite responses, but ultimately, no technical help whatsoever. I actually feel that I received boilerplate answers that did not assist,  and had already been communicated ineffective as well as questions to already established facts. Polite or not, the fact remains that the amount of support was nil. I actually also feel that the process is/was designed to wear me down to the point I give up. ALL support requests fallow this pattern. You are welcome to try a support request yourself (whomever) and see what Your results are. They will assuredly be the same. If the solution is not plain (if it were you would not really need support) you get the "run around" so that you give up and the ticket may be closed. Same result every time. 

  Nice people for the most part, without proper training and tools to really assist. That is my takeaway. So.... close the ticket. No solution (other than my own) in both support and BBB (although BBB tried to be sure).

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/04/2023

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account Migration incident.
  
  
  Thank you very much for the update,and apologies for the inconvenience.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:07/19/2023

  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 contacted micosoft to have an old email recovery because I was notifications about items I did not buy or file for unemployment benefits. I gave all the information I had about my old account and submitted it. They came back and said that I did not provide enough information and would not give access to my account. Today I received a letter on 7/19/23 from the **** Jobs and ****** Services stating that I have filed for unemployment benefits (which I have not). The only thing I am asking for my old account information so I can permanently delete the email and take care of any issues that *** come about by someone using my old email address. The email address is ********************

  Business Response

  Date: 07/25/2023

  Hi ********,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account incident and deletion request.

  We understand your need to delete the account you are no longer using ******************** however, for this you must go through a manual validation process in case you approve it, you will regain access and you will be able to decide to delete your own account yourself, on the one hand, but Microsoft does not do it for security reasons. This is only done by the customer, in this case you. On the other hand, if you don't pass the manual validation process, we can't provide you with access.

  It is important to mention that the system deactivates any account after being inactive for two years.
  We inform you that your account does not have any recent activity, nor any active subscription or payment instrument, so you will not have any incidents related to charges or billing issues for your peace of mind.

  Please indicate by responding to this message if you wish to attempt to recover the account and, if so, provide an email address at which one of our senior members can reach you.

  We will be waiting for your response. 

  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20346852
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made repeated attempts to cancel my subscription by contacting the support team, but unfortunately, their performance has been subpar. I encountered technical difficulties with the support team two months ago, and the same issue occurred again last month. Last night, I was left waiting without any response for an extended period of time. Today, I faced technical issues on Microsoft's end, which is entirely unacceptable. As a result, I was forced to change my payment card. It is imperative that I receive a full refund, and I demand that a member of the company's management team contact me directly. The individuals I spoke with, *****, ****, **, ****, and *****, were all involved in this matter, and I expect a **************** to this ongoing issue.

  Business Response

  Date: 07/26/2023

  Dear **********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Subscription. We have canceled your active subscription to prevent future charges as for the refund we investigated your account and see that the last charge was June 19th, we have refunded the charge.
  
  Sincerely,
  
  Microsoft Corporation