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

5,411 total complaints in the last 3 years.
2,166 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:07/15/2023
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.
I called customer service and they said they would not issue me a refund for a word product, Microsoft office I believe, because I was One day late in calling them. I had received the charge on my charge card for a free 30 day trial. The mail came 1 day late with the bill, one day late, but they refused to refund the charge. I Never used their product. I stumbled upon them when I was looking for Free Word online, I never knew I signed up for the Microsoft expensive product!!! ONE DAY LATE AND NEVER USED THEIR PRODUCT, THAT IS VERY BAD BUSINESS WHEN THEY WONT REFUND THE 30 DAY FREE TRIAL CHARGE THAT COMES AFTER. BUYER BEWARE OF MICROSOFT!!! NEVER BUY ANYTHING FROM THEM AND DONT FALL INTO THE 30 DAY FREE TRIAL TRAP!!
Business Response
Date: 07/21/2023
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 7021408724.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/15/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased xbox series S console bundle from ****** last December and I am getting issue in the wireless controller (drift problem). I contacted Microsoft thru my device registration page and they asked me to send the controller back to Microsoft to repair or replace it. I sent the device as per attached order page and you can see it is being delivered, now they had sent me a wireless adapter instead of wireless controller due to some unknown issue. I have contacted multiple times with their customer service and they are still investigating the issue since last month. It is very frustrating for my son as he is not able to play any game due to the absence of wireless controller. I have told them that I can return the wireless ADaPTER as it is no use to me but customer service is very inefficient and not able handle it. So I want to have my device ( Wireless CONTROLLER) back or new wireless controller asap. I have still the warranty of the console and the controller as you can see the purchase date. I am writing this complaint on behalf of my son **** and looking forward to resolve it ASAP.
Business Response
Date: 07/20/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller. 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 7021336552.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/21/2023

Complaint: 20326575

I am rejecting this response because: similar issue have been happening for last month just creating a support ticket, please send me a gift card for whole bundle of you are not going to send a new one. Thanks.

Sincerely,

*****************************
Customer Answer
Date: 08/01/2023
My son is not over 18 years and that is why I am ***********************************, his dad lodged a complaint against this issue.
By the way I am 44 years old.
Business Response
Date: 08/07/2023
Dear ***********************************,

We understand your frustration about the current issue and want to make it right, please keep in contact with our representative until this matter is solved, as is a physical device this might take a little bit longer than usual to solve it.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/09/2023
How long I need to wait to come to the resolution? You already frustrated me now what?
Customer Answer
Date: 08/11/2023

Complaint: 20326575

I am rejecting this response because:
it is more than 2 months of my device is gone and there is no steps being taken care by the business, I would ask a full refund of the bundle console which should include a controller by either some **** gift card or Microsoft store voucher where I can buy similar console.

Sincerely,

*****************************
Business Response
Date: 08/22/2023
Dear *****************************,

Thank you for contacting Microsoft. We understand your frustration about this situation, we will make sure your issue is take care of, as for your previous case, we will investigate on why your device is still missing.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/12/2023
I didnt get the information from Microsoft yet and the issue is not resolved as per the complaint. Please dont close the issue and make it resolved, it should keep open until they provide proper resolution.
Business Response
Date: 09/21/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.We have added $52.99 to your account *************************** in order to replace your device + tax. ******************** will consider this case as resolved.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/15/2023
Type:Customer Service 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.
On or about June 12, 2023, I purchased a subscription from this company. Prior to July 12, 2023, I forgot to cancel the subscription and the monthly fee in the amount of $14.99 was authorized to my credit card. I attempted to cancel the subscription and request a refund; no games provided by the subscription having been played on or subsequent to July 12, 2023.I was able to connect to Xbox in an online chat where I was provided the link to the information I had already accessed by signing in online. It was in this process, which I had gone through previously and thought the subscription to be cancelled, using the link provided by the representative from the chat. that I came to the statement the subscription could not be cancelled.
Business Response
Date: 07/21/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox subscription. 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 7021411095.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/22/2023

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:07/14/2023
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.
Well this is the second time this has happen to me. I have been a member of the microsoft rewards program for many years. I have never done anything wrong like use vpns or anything. I have two different internet providers because one is to slow to download a game which would take over 5 days or longer. i have frontier and ******** which i have stated in my complaint the past to times. well today i went in to cash my points in which i get for doing their activities and searching and then i get a restriction on my account saying i did something wrong. I have never done anything wrong at all i have one account that belongs to me. I have contact them and they are like use a phone number and they want direct location so they can sell out my information. which i think is kind of wrong but i really don't care about that part. the point of it is this i do everything right and they make me go through heck just to cash out for a gift card with my points that i earn to spend back in their store.
Business Response
Date: 07/19/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7021304502.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/13/2023
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.
Hello,Please direct this ticket to Mojangs IP enforcement department, or a representative from Mojang support.My name is ******, representing the Minecraft server stray.gg, and the company Hostile LLC (hostile.org), which Stray is provisioned under.An hour earlier from now, the Minecraft server which I own and represent was blacklisted by Mojang, meaning that our players could not connect to our server.I am more than aware of Mojangs **** for servers, and have considered every section of this when designing our store. We do not offer any purchasable ranks, kits, or products that violate Mojangs ****.To provide more details about this, please contact me, and Ill explain our donation system. Our store, which can be located at ****************************************, offers in-game ranks, which can be purchased through **** currency. These ranks do not violate Mojangs **** in any way, and have been designed to not provide any advantages in gameplay.
Business Response
Date: 07/18/2023
Hi, ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Ip issues with the Mojang Platform.
We recommend you visit this page to get further assistance, fill the information and submit it for further review and assistance.

Submit a request Minecraft Feedback
*********************************************************;

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:07/13/2023
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.
After having to replace my motherboard I had to reset my pin to access my computer. However even though my info is correct and up to date I am not receiving the security code email so that I can proceed with resetting my pin and accessing my computer. After multiple attempts to contact Microsoft both online and by phone the company refuses to assist me and rights me off as not their problem. They are not reachable for consumers making it very difficult to receive the technical support needed to ensure what we are paying for is properly working. I submitted multiple service tickets online for someone to call me back where i was left on hold for hours or they wont call back at all. When calling the numbers provided online it routes you to their website. They appear to have some type of services that recognizes your phone number so they know why your calling and again route you to their website. All the while the company runs the consumer in circles so they can pick and choose how or when to assist.
Business Response
Date: 07/18/2023
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 7021237984.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/19/2023

Complaint: 20318167

I am rejecting this response because: The complaint encompasses the lack of customer service the business provides to its paying customers. All I have received from Microsoft is an email asking for information I have already provided and reverting me back to their online customer support. The lack of customer service leaves me running in circles with no really contact to rectifying the issue. I would also like to add that after reviewing their ************ I see there are customers with the same issues also receiving no assistance in correcting in order to ensure we are getting the services we paid for.

Sincerely,

***************************
Business Response
Date: 08/01/2023
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 Tier 3 advocate ****** has been working with you on this issue. Upon checking,we were able to confirm the case has been closed as you became unresponsive. Please answer one of our agents emails so the case can be reopened. If the case doesnt get reopened, we will provide further assistance.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/13/2023
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 tried for the last 3 months to cancel my Xbox ultimate subscription since I can no longer use it. I have attempted to log into Microsoft to do the cancelation but have been unsuccessful. I have also tried to call multiple **** numbers to get my services cancelled but can't sign into my account to get a call back. I did call Microsoft directly to have someone help me but got hung up on.
Business Response
Date: 07/18/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund. 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 7021228694.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/19/2023

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:07/13/2023
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.
A few days ago with no warning whatsoever, I tried to open Microsoft Word, only to be confronted with a notice that I have to upgrade my Microsoft 365 account -- as if I even remember opening one! I tried to log in, using passwords that I had saved, only to find that none of them were valid! I was then told to use Authenticator for codes, only Authenticator has NEVER WORKED FOR ME!!!After quite a bit of additional suffering, I was told to buy a FAMILY SUBSCRIPTION FOR MICROSOFT 365 for $99.99 annually! I am only ONE SINGLE MAN AGE 71 WITH NOBODY LIVING WITH ME, so why would I need a family subscription when I am a single user? I saw that they gave me NO CHOICE IN THE MATTER and gave me NO OPTION TO CORRECT THE MISTAKE!!!I made the mistake of asking for the chat for support -- but I know not depend on Microsoft for ANYTHING!!! One after the next came online and deserted me without even saying a word to me. This, I fear, is the Microsoft version of "support": DO NOTHING, GRAB MONEY, MAKE THE CUSTOMER WAIT FOREVER AND HOPE HE'LL DIE AFTER MAKING HIM PAY A FORTUNE FOR SOMETHING HE DOESN'T NEED!!!I had all my login information stored on a text file. ALL MY LOGIN INFORMATION IS NO LONGER VALID!!! Microsoft has the ability to do such damage; I am sure they are responsible. Now they are refusing to do anything about it1 I can see they are trying every trick in the book to eliminate me as a customer! Someone tell me that that's justifiable or legal!
Business Response
Date: 07/17/2023
Hi ***********************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your?Microsoft account access issues. A senior member from Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is 7021183891

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 08/09/2023
I went through the Microsoft ordeal of waiting for 30 days so I could be considered a living human being again. I did all the things required and can now log in. However, I had a problem with Authenticator that caused me to get into the "system." I went to their website, hoping to find some way to get help with it as it remains a problem. Lo and behold! The Microsoft website shows no way to ask for any information from anything not featured on the page, and of course, there's no way to make contact, not by email nor by fax, except to write a letter and then wait -- for who knows how long, with the way **** is working now that ***** put ********************* in charge to cripple **** so he could keep people from voting by mail? It seems that a customer who needs help is just out of luck! Why help a customer who wasn't born knowing how to do all these things without instructions? Needless to say, my patience has faced too many tests today, and it's exhausted right now. I could have been helped, but at this point, I think that the only intelligent thing to do is to give up all hope!
PROVIDE INSTRUCTIONS AS TO HOW TO RESUSCITATE AUTHENTICATOR AS I REQUESTED A MONTH AGO!!!
Business Response
Date: 08/15/2023
Hi *******

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your concern as to the Microsoft authenticator

Microsoft provides a help center for the customers to know how to resolve most of the common issues, however in case you feel that cannot find a solution as expected you can contact the respective customer support to get direct assistance by email or phone as requested.

We provide you this link for further information as to the Microsoft Authenticator

How to use the Microsoft Authenticator app - Microsoft Support
Sincerely,.
Microsoft Corporation
Initial Complaint
Date:07/13/2023
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 main thing is with Microsoft Xbox support they block my account from playing online and I asked him for my money back this is an outrage on how they block people's account and then keep their money if you want to block my account that's fine you can block my account but give me my money back for all the time I spent into my account if you want to block my account I'm upset because I'm sending an email and I feel like it's going nowhere Xbox do not have the right to do what they want to do to people the gamer the gamer team who block account I have emailed the main person in charge of Xbox no response this is a gamertag issue again my account has been blocked you can continue to bought the count I just want my money back for all the items that I paid into Xbox and that's my gamertag name
Business Response
Date: 07/18/2023
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 7021236991.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/26/2023
I have been a customer of ******************** for over 15 years and it's a shame why you do not call back or anything you just brushed it off and I told you my gamertag has been tagged that's fine keep it I want to go to court and get my money back for the Xbox One and also for the games that I put into my Xbox I'm not going to play no more games with you I left my number several times for you someone to give me a call no one ever does ************ now would like to know something the people who suspended accounts is always doing this on purpose they can keep the account I want my money back that I spent for my games you know your team who so-called watches online and block people for no reason is really absurd if you going to block me block the cancel that's cool I just want my money back that spare for my games and I keep asking you guys that and I also left my number in for a phone call
Business Response
Date: 08/03/2023
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 Tier 3 advocate ******* has been working with you on this issue. Upon checking, we were able to confirm the case has been closed as there was no response from you to our agents communication attempts. Please reply to one of our agentsemails to get the case reopened. In case the support case doesnt get reopened,please let us know and we will provide further assistance.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/12/2023
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.
My son's Microsoft account was hacked on June 2nd, then someone used his *************** of Chase . On June 3rd Morning, I received the message about the fraud. And I called the bank immediately to dispute it. 16 of $24.99 was spent during one night. The bank gave our refund on June 11th. But on July 10th, the bank sent me a letter about the refund. They only gave $24.99 back. The told me the other 15 of $24.99 refund was not accepted by Microsoft Xbox. So we contacted Microsoft to dispute the fraud. But they refused to refund 15 of $24.99 due to their policy of section 15 saying is not eligible for refund because it's been a month. I am really surprised by this reason. Why one of them could be refunded ,the other ones could not.
Business Response
Date: 07/18/2023
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 7021236689.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/26/2023
Greetings,

My case has been resolved, the money was back. I really appreciate your help.

Sincerely,

Mei

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