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

5,589 total complaints in the last 3 years.
2,298 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:07/11/2023
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 am a paying customer of ******************** as I subscribe to Microsoft/Office 365. Outlook does not start. I have exhausted every option on Microsoft's support site and I still am not able to get Outlook to start.Microsoft has no way for me to escalate the problem or contact live support. I am left high and dry owing to the fact that a product I am highly reliant on to conduct business is not available. Yet, it will still charge me.
Business Response
Date: 07/17/2023
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 7021179227.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/11/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a subscription to Microsoft 365 which I have no memory of buying (maybe when I purchased a computer at Best Buy three years ago). On July 5, 2023, I was again charged $74.89 for this. I was charged last year on July 5th the same amount. I have tried to get this account canceled for months. No matter what I go to in Microsoft it leads me to "Cancel Subscription" and tells me this Microsoft 365 is not attached to any computer............therefore, I find no way to cancel this subscription.......Microsoft 365 Personal: Order Number 646b4254-a254-4929-b04b-3f1b0999744d Plan Price: USD ***** plus applicable taxes/1year Renewal Date: July 5, **** Please help me cancel this subscription which I have never used and do not want.*************************
Business Response
Date: 07/17/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have investigated your account and have cancelled the subscription and refunded the amount. For future issues please visit ************************************************ or call ************ to reach one of our agents to gain assistance.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/11/2023
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.
My wife, ********************************* took out an XBox Live subscription on our joint credit card for my son in 2014 through her Microsoft account. My wife passed away on Feb 1st 2017. My family hasn't used this service in years yet Microsoft continues to bill my Chase card $39.99 every qtr for the subscription. I have tried numerous times to stop payment through Chase and call Microsoft to cancel. Microsoft will not allow me access to a live person through all their **** Support channels, just keeps telling me to login to my account if I want to cancel. I cannot do this as it was my wife's account and I don't have the password. I tried recovering the account through her email address but I keep getting blocked. Basically Microsoft is making it impossible for me to cancel this subscription and has been charging me $160 / yr for multiple years. I need somebody to please help me resolve this.
Business Response
Date: 07/17/2023
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 7021186749.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/17/2023

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:07/11/2023
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 a $3,000 computer from Microsoft and I have been given NO WAY TO CONTACT SUPPORT I do not have an account, I refuse to open an account with ********************** because I am not a puppet to be told waht to do by big corp.I refuse to be tracked and monitored by this dirty company.I NEED HELP WITH MY COMPUTER BECAUSE IT IS NOT WORKING AND i CAN NOT GO BACK TO THE STORE BECAUES i PURCAHSED IT ONLINE.I have called the support line, and a recording sahys that they no longer offer technical support to anyone without a microsoft account.
Business Response
Date: 07/17/2023

Hi ****,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your technical issues with your compute.
We understand you, to get assistance you need to have an account registered to validate the information.
You are entitled to decide whether or not to create a Microsoft account. You can feel free to choose the support you wish directly from Microsoft or a third party.
For future issues or guidance feel free to visit Microsoft.com

Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:07/11/2023
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.
My Microsoft 365 was locked because my license expired. I purchased a new license. When ******************** unlocked my computer they unlocked the wrong computer profile. This caused an Apple IOS system to download on my **** Windows OS computer. This has completely ruined my computer and a loss of my files on my home computer. Plus Im being charged incorrectly.
Business Response
Date: 07/17/2023
Hi Marishawn Land,

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: 07/23/2023

Complaint: 20302837

I am rejecting this response because:
I attempted to follow the procedures via contacted Microsoft Support several times as suggested by this business before coming to this forum. I spent 2.5 hrs on the line and was transferred 5 times to 5 different departments (as stated in this initial response) All of whom stated they werent the department to handle my issue. The 5th online chat person stated I would need to speak to someone from Tier2. They said Someone from Tier 2 would call, and no one did. After 2days I replied to the same email again. Finally on Monday, July 10, 2023, a call occurred. I explained to the woman I was at work and my personal computer was located at my home. The Tier 2 Tech sent me an email and told me to reply back with a day and time was convenient for me. I did giving July 14, 2023 at 12p (noon) CST. I cancelled appointments and waited so I would be available. No one called me that entire day!!! I finally replied to the email AGAIN! The sentence stated NO ONE RETURNED MY CALL!!! That is when I decided to use THIS forum and filed a complaint Looking back through my emails I saw where AFTER I replied to the email again (Im assuming in an attempt to cover yet another error) a series of emails mails were sent 1 on July 14th around 9pm and a series on July 15th (the day AFTER my request) state they called and could not reach me (no one EVER called because my phone was with me and I remained home) and would have to contact the support link again. When I attempted to contact the support link I got some message that my Windows needed updating (both computers had been recently updated (WHICH IS THE ORIGINAL PROBLEM THEY UPDATED MY COMPUTER WITH THE WRONG PROFILETHAT USED AN IOS FOR WINDOWS ON A WINDOWS **** COMPUTER AND IT HAS DAMAGED MY LOCAL COMPUTER AND LOST EVERYTHING ON MY DESKTOP) So NOW we are just going in circleshence the complaint on this forum.
Now my computer is not functioning properly. Things disappear after I have found them and I still have not been able to locate ALL my files My backup drive was connected to my to my computer at the time this activity occurred so that is ALSO messed up. AND THEN someone went in and began tampering with the other computer that is located on their server. When I signed up for this service, it was explained to me that I would be downloading the programs to office. I NEVER WOULD HAVE AGREED to allow Microsoft access to my registries on my LOCAL computer and become an Administrator for my LOCAL computer. When they locked me out, I could not access ANYTHING until I made a payment. THEN THEY DOWNLOADED A PROFILE THAT WAS SUPPOSED TO BE DELETED IN 2019 THAT MEANS THEY MAINTAINED ACCESS TO MY PERSONAL INFORMATION ALL THAT TIME! I NEVER WOULD HAVE AGREED TO THAT.
So NO BBB I REJECT THEIR RESPONSE. MY COMPLAINT REMAINS!

Sincerely,

Marishawn Land
Business Response
Date: 08/04/2023
Dear ********* Land,

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: 08/10/2023

Complaint: 20302837

I am rejecting this response because:
Again, I just received a message stating the matter will be closed today 08-10-23 I was originally informed someone would be CALLING me These calls were NEVER followed up on after the initial call made during my work hours I just happened to check my email and happened to see the one sent today The impression I am having is documentation is being mailed to give the impression that follow up attempts are being made but NO ONE is actually PERFORMING the follow up My number is ************** I can be reached on Fridays between 10am and 8p Central Standard Time I HAVE seen that someone accessed the OTHER computer that I have on my Microsoft 365 account because they changed the settings on my printer This is very frustrating and the computer they messed up is no longer usable Items keep disappearing The **************** Support has not been of great assistance Things didnt begin that way but it has become progressively WORSE! PLUS they have access to information that I never knew they had access to AND did not delete information they were supposed to delete Im hearing that this frustration from Microsoft is common

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We will push your case, please respond back to those emails you are getting regarding this issue this way or agent is making sure you are still in the need of help.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/24/2023

Complaint: 20302837

I am rejecting this response because:

They had someone email me who told me they really could not help me with my issue I am going to report them to my states and the Federal consumer protection office I have been reading online where others have also had complaints about the handling of their information when using Microsoft 365 They have damaged my computer AND have access to my personal information This all is concerning to me

Sincerely,

Marishawn Land
Customer Answer
Date: 08/29/2023
Yes, I actually have documentation in the form of email and screenshots now to demonstrate how the companies call center representatives are indicating that they are addressing the issues BUT are NOT addressing the issues with their customers. I am currently at work but will have time to send the information to both BBB and if it can be forwarded to Microsoft. Your above statement from Microsoft is incorrect. Its not an issue of the attempting to address the issue and I wasnt satisfied. The companies customer service individuals are sending generating notifications saying they are taking actions that they either arent following thru with altogether or having customers schedule follow up calls and times that they are not following thru with. I am currently at work. I will be able to submit an email to you of both screenshots and emails sent to them regarding this matter on either Sep 1st or Sep 2nd if this system will allow me to do so. I will also be reporting Microsoft to my ****** Consumer and Attorney Generals offices because I still have a computer that no longer works properly because someone from there unlocked a computer profile (that should have been deleted in 2019) that had an IOS operating system to computer with a windows operating system. This caused their computers to Download a Windows for Mac to be downloaded to my **** computer and has caused that computer to no longer function properly.
Initial Complaint
Date:07/10/2023
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.
Don't have a Microsoft account I received 3 fraudulent charges on my credit card that I didn't order u can't reach anyone to talk to help in this matter they just give u the run around and someone that doesn't understand English or speak it to understand.
Business Response
Date: 07/17/2023

Hi *****
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding fraudulent charges.
We understand you; we reviewed your account ********************** and did not find any recent charge.
If you receive a charge on your Credit / Debit Card, please let us know to assist you with a further investigation from our billing team or also we recommend you contact your local bank for assistance.

Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:07/10/2023
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.
My credit card was charged ***** for automatic renewal on 6/1/2023. I need the account closed as its my deceased mothers account but my credit card.
Business Response
Date: 07/17/2023
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 7021168197.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/18/2023

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:07/10/2023
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.
Transaction Date: Feb 7th, 2023 Amount of Money Paid: $112.99 Order# of Purchase: ********** Account Email of Purchase: ********************* Order# of Replacement Purchase: ********** Account Email of Replacement Purchase: **************************** I purchased a preorder digital copy of the video game Hogwarts Legacy: Digital Deluxe Edition on the Xbox Store (subsidiary of Microsoft) in Feb as a gift for my sister. My sister redeemed the code for the game on her account when it released on May 5th. After a few days the game was automatically updated causing her account to no longer register the game as being owned and would not let her play. We contacted Xbox support and after an hour of troubleshooting they could not find a solution. They suggested that I pursue a refund for the original game and that she should purchase a replacement digital copy. My sister did buy a replacement copy but unfortunately they rejected my refund several times including when I called the Microsoft Support line. The rejection was because the game had been played which is true but as it is no longer playable and cannot be finished it is also irrelevant, the product is non-functional.I also want to note that I have been a loyal Xbox since their first console release and I have bought many thousands of dollars in products over the years. I really would like to repair this relationship with a simple refund for a game for which a replacement has already been purchased as they had directed. I have attached images showing the game is not owned on my sisters account which were taken before she bought a new copy. The first image shows that the game does not display as owned and can't be downloaded. The second screenshot shows that it is her account with the username in the top left corner. The third image shows that she owns the replacement version of the game she bought. If you need any more information or proof let me know and I will get it to you, my phone number is ************.
Business Response
Date: 07/14/2023
Hi *********************

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your game issues and refund request. A senior member of our Microsoft Xbox account team will investigate this matter and contact you directly to work toward a?resolution.Your new case number is 7021026185

Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 07/17/2023

Complaint: 20295249

I am rejecting this response for two reasons, firstly the email sent to me from Microsoft stated they could not give me a refund but provided no reason as to why they could not offer the refund. I was flat out rejection despite me providing evidence and an explanation to why the product sold to me was non-functional. Secondly, I sent a response email explaining further why I am so dissatisfied with the service and this conclusion, how it was a repeat of previous attempts without acknowledging the evidence I provided. Along with this I offered other solutions to a refund including store credit or any other method to right this issue they would like. This email garnered no response and I provided my phone number for an optional way to contact me, this was a display of incompetent customer service.
I hope the ********************** can help me keep this line of communication going until this issue can be solved or display this as an example of particularly awful customer service.
The email and response have been attached for the record.
Sincerely,

Richmond Loxton
Business Response
Date: 07/26/2023
Hi *********************

Thank you for ccontacting Microsoft Corporation via the Better Business Bureau regarding your game issues and refund request.
Based on the previous service request 7021026185
We stand for the response provided. Timeframe for refund request was over.
We are sorry if this is not the response you were looking for.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/03/2023

Complaint: 20295249

I am rejecting this response because:
The time frame for refund being over is ridiculous because my correspondence over this issue began within 7 days of the games release. It is the Microsoft Corporations tardiness that has caused this time to elapse, as I have received irrelevant reasons for non-compensation over and over. The game was not functioning within a week of release, tech support couldn't fix, Microsoft suggested I refund, and my sister ****************************** buy a replacement copy. A replacement copy was purchased and Microsoft rejected the refund arbitrarily because it was a gift. This is unacceptable as Microsoft was the party that directed this course of action. Microsoft's negligent protocol has result in a loss of $112.99 of this party. If a refund is not possible then store credit or complimentary services (game pass ultimate) would all be sufficient compensation.
Sincerely,

Richmond ******
Initial Complaint
Date:07/08/2023
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 keep getting told by Microsoft Advertising that "For privacy and security reasons, we cannot provide details around your specific store, but the store was determined to be non-compliant or high risk to other customers or advertisers, as stated in our Editorial Guidelines, Merchant Store Policies, and Terms of Use." I am not provided a reason why. I have read all the guidelines and don't see where I am violating anything. My store is a Shopify Store. I am an LLC, my name is trademarked by me. I have been approved by *********************************** and Amazon. Who can tell me why? I almost feel like they have an issue/problem with a *** Disabled **********************
Business Response
Date: 07/13/2023
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 7020967639.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/08/2023
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 signed up for a Outlook Account on June 21st. Minutes after signing up, my account was locked for no reason while writing an email. Microsoft told me to provide a phone number to get a verification code. The code never came. I tried my phone number and the phone number of several friends and family. I reached out on Microsoft's ******* and was told to fill out a Microsoft Account Reinstatement Form. I did. Microsoft did NOT read the Reinstatement Form and set me a general response telling me to provide my phone number. Again, THE **** IS NEVER SENT.Microsoft ******* Support told me to reply to the email on June 25 saying that the code was not sent. I never received a reply. My ticket number is ******** My account was locked for absolutely no reason and I would like it reinstated. I have not broken any rules and Microsoft has held my account hostage simply to have an excuse to have my phone number and never send the codes.As I have broken no rules and clearly the spam filter is flawed I would like my account reinstated immediately.The email associated is *********************** Ticket Number: ********
Business Response
Date: 07/13/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. We have opened a new case with one of our senior customers support agent. Your new case number is 7020965125.

Sincerely,

Microsoft Corporation

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