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

4,002 total complaints in the last 3 years.
1,634 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:10/07/2023
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 an Xbox Series X in the end of March 2022. 14 months later the console shut off due to no fault of mine. I tried a bunch of troubleshooting, moving the plug from a strip plug to directly plugged into the wall outlet. Still no power. I called Microsoft to see if they could help, we just went through some more troubleshooting that did nothing to resolve the issue. They told me to send it in for repairs but they will charge me $399.00 for the service. The console cost $500. Because the console only comes with a one year warranty I would have to pay out of pocket. My issue is, if you know the system has an issue with the power supply why only give a one year warranty. Then to add insult to injury they want to charge almost the cost of a new console to get it fixed. I'm highly frustrated at this situation.
Business Response
Date: 10/11/2023
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
Initial Complaint
Date:10/07/2023
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 became a LinkedIn Premium subscriber on 10/6/2023. LinkedIn is a wholly owned subsidiary of the Microsoft Corporation. I was invited to participate in several IT related expert panels. I used time, late at night, to craft several short but well thought out responses. The page had several issues and kept asking me to resubmit. During this broken process I unwittingly happened across a different panel about soft skills and submitted the wrong copy/pasted answer to the wrong forum. This damages my brand and job prospects. I immediately deleted the comment and resubmitted in the correct location. Now it seems my account is being flagged for plagiarism or perhaps something plagiarism adjacent. This last point is my own conjecture, I do not know if it's true. I immediately opened a support ticket outlining the whole thing but have received no response other than an automated intake email. I asked what the *** is but have also had no response. There is no way to contact support outside the support portal via ticket (which I have done) or automated form. It also appears my comments are being suppressed. There is no readily available number to call or other forum to address this issue aside from a bot supported chat form. This is damaging my brand and wasting my time and I am a highly paid professional. I don't have the bandwidth to properly pursue this before my work becomes largely irrelevant. Please assist me.
Business Response
Date: 10/11/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your LinkedIn technical issue.
A senior member of our Microsoft/LinkedIn team will investigate this matter and contact you directly to work toward a resolution in the next 24 hours.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/06/2023
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 have purchased 5 gift card on www.microsoft.com, $100 each, and 4 were stolen early this year. I have never expose such information to anyone and they are safely stored on microsoft website and outlook.com inbox as that is the way they delivery the code. However, due to their back security protection over the gift card: they only issue code in plain text, but not using any pin or other way to protect them, they are stolen. I believe someone using algorithm to generate random code using tools available online and tried to redeem on their website. And the generated random code matches what I purchased from them. Thus, they redeemed my code without my authentication and without notifying me. This cased me lost $400 value
Business Response
Date: 10/11/2023
Hi Ruotong

Thank you for contacting Microsoft Corporation via the Better Business Bureau you gift card issues.
We understand you and are sorry to hear that.
After further review of your case, we found your codes were redeemed and based on the previous Service Request
********** / ********** your concern was addressed.

If you need further assistance, feel free to visit Microsoft.com
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20707378

I am rejecting this response because: the code was stolen solely because Microsoft has no protection on the digital assets. And in the case
**********, and **********, the agent agreed on the refund but they are not issued.

Sincerely,

*******************
Business Response
Date: 10/17/2023
Hi Ruotong

Thank you for contacting Microsoft Corporation via the Better Business Bureau you gift card issues.
We understand you and are sorry to hear that.
After further review of your case, we found your codes were redeemed and based on the previous Service Request
********** / ********** your concern was addressed.

If you need further assistance, feel free to reopen your case for further assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/06/2023
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 having problem with my account on the ******************** Partner Network (*************************************************). I pay an annual fee for access and have not been able to access it in 6+ weeks. I reported this to their support also 6 weeks ago. This is having an adverse impact on my small business and next week they will be disabling my accounts if I cannot get access. Below is a site link and the contact details from ******* that have done nothing and refused my request for escalation or management intervention.I believe this may be racially motivated.****** (She/Her)Partner Frontline Advocate (Microsoft AI Cloud Partner Program)For Microsoft ************************** My Working Hours: M-F 8:00am 5:00pm PST Use Schedule appointment to book an available time for a Microsoft Teams meeting.********** <***********************************************>****** (Him) Partner Frontline Advocate (Microsoft AI Cloud Partner Program) For Microsoft **************** and Support My Working Hours: M-F 6:00am - 3:00pm PST ******** <***********************************************>
Business Response
Date: 10/11/2023
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
Initial Complaint
Date:10/06/2023
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.
Microsoft Corporation has a rewards program where after doing a number of searches using their platform you can obtain points that can be used for various things such as gift cards. I have been using the same cell phone number to validate my account for a number of years but lately it will not accept the phone number therefore I cannot cash out my points. This also takes place with Microsoft's rebate program. I cannot be the only consumer who is having this problem. It is false advertisement and representation and I count on these gift cards in order to keep myself fed! Please look into this problem where Microsoft is not living up to its agreement with consumers and have them update their software to accept my number again. I think it's safe to assume that many more people are experiencing the same issue but don't know that they can file a complaint about it
Business Response
Date: 10/11/2023
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:10/05/2023
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.
Microsoft 365 customer service has not resolved a duplicate annual subscription charge of $106.99, placed on my *** CC 1/15/23 and again my personal bank *** Debit CC on 2/17/23. I have filed (4) case complaints (2/20: case#**********; 3/2: case#**********; 8/8: case#**********; 9/5: case#**********), with the last case# being "reopened." Each time the Microsoft Support Advocate prematurely closes the file. I have provided them pictures of the *** Debit CC showing last four digits and expiration, and name on the account, as well as a copy of the checking statement indicating a MICROSOFT*SUBSCRIPTION ******* WAUS charge on 2/17/23. This was the charge that came after my 1/15/23 charge, and the one I am calling a second duplicate charge. However, the Microsoft Support Advocate wanted the same picture copy of the *** CC, even though that was not in question. I was unable to provide a picture of that *** CC because shortly after paying, *** issued me a new CC because of a security breach. Naturally I did not hold on to an old defunct CC, especially when I have an updated one. Microsoft Advocates keep repeating that I must produce the old CC to meet their policy, and to call the bank to get a copy. *** CC is not a bank, but I called them anyway. After laughing at me, because they dont keep on file copies of old CC to hand out, they did provide me a digital receipt indicating MICOROSOFT CHARGE OF $106.99 on 1/15/23. In addition to this I provided a copy of my *** CC statement for that month, highlighting the last 5 digits of the old CC with my name at the top of the statement. Apparently none of this was sufficient for Microsoft, because they closed the case again 9/29/23 for my complaint of this duplicate charge that is going on 9 months now. I called to start the process again today 10/5/23, and the Microsoft agent after a few minutes actually hung up on me. The customer service experience has been terrible, both in basic communication but also competence.
Business Response
Date: 10/11/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unexpected charges from Microsoft. 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 see that advocate ***** has emailed you for additional information. Please continue to work with ***** toward a resolution.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/05/2023
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.
In April of 2023, Microsoft charged me $88.48 for what turned out to be a fraudulent MS ****** subscription from someone who had obtained my credit card information without my knowledge or consent.After contacting Microsoft, I was told that I would need to contact my credit card company for a refund and that once my money had been refunded from my credit card company, Microsoft would deactivate the fraudulent account for non-payment.I followed the instructions from Microsoft, and my credit card company issued me a full refund on my May credit card statement.I thought the matter was concluded until August 22nd, when Microsoft again charged me $88.48 to renew the subscription for the same account that had already been flagged and reported as fraud.Given that this time, it was Microsoft who failed to take action on the fraudulent account and deactivate this fraudulent account as they had previously indicated they would, I contacted them for a refund.To my surprise, Microsoft once again refused to issue a refund, insisted I contact my credit card company for a refund, and once again claimed that once the refund was given, Microsoft would deactivate the fraudulent account for non-payment.Unfortunately, I cannot get off this Microsoft merry-go-round of sheer frustration. I want a refund from Microsoft.
Business Response
Date: 10/11/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unexpected charges from Microsoft. 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 **********. Upon review of the case we see that agent ****** has reached out to you for additional information.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/13/2023

Complaint: 20700210

I am rejecting this response because:

The Microsoft agent was very helpful and through. He fully acknowledged the errors that Microsoft made on this charge for an account already reported and flagged as fraudulent but unfortunately Microsoft does not take any accountability and refuses to offer any solution aside from "contact your credit card company".

The Microsoft agent admitted to me (in writing) that even if I receive a refund from my credit card company a second time there is no guarantee that Microsoft will not charge me again for the now twice fraudulently reported account.
I stand by my earlier statement that in my opinion Microsoft enables fraud and profits from it at the consumers expense.
"Customer service" is nothing more than optics at Microsoft. Be warned.
Sincerely,

***********************
Business Response
Date: 10/19/2023
Dear ***********************,
Thank you for your response. We followed up with the advocate who assisted you on SR ********** and he confirmed that, based on information you provided, he was able to locate an account. He disabled auto renew on the account and removed the payment instrument. There is an active subscription on your Microsoft account with auto renew on but the advocate indicated that you are aware of that subscription and want to keep it.
Please let us know if we can be of further assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/23/2023

Complaint: 20700210

I am rejecting this response because: Microsoft now informs me that: "We followed up with the advocate who assisted you and he confirmed that, based on information you provided, he was able to locate an account. He disabled auto renew on the account and removed the payment instrument."
In other words Microsoft now finally acknowledges there is an account that does not belong to me and this is why they have disabled the auto renewal for that account as well as deleted the payment information for that account so I cannot be charged for it again. (Which ironically is precisely what Microsoft told me they would do the last time I was wrongly charged for this account that does not belong to me)
Unfortunately Microsoft failed to do this last time and still charged me again and continues to refuse to provide me with a refund of $88.48 for the error they have made.
This will remain unresolved until Microsoft provides a full refund of the $88.48 they charged me for an account that even they now acknowledge is not my account.
Sincerely,

***********************
Business Response
Date: 10/27/2023
Dear ***********************,
Thank you for your response. With regards to your refund request, you will need to contact your financial institution. We are unable to process a refund.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/30/2023

Complaint: 20700210

I am rejecting this response because: This was an error made by Microsoft despite previous promises from Microsoft that this charge would not occur again.
You have publicly acknowledged the error that Microsoft has made and likewise publicly stated what steps Microsoft has taken to ensure this matter does not occur again (which I was promised by Microsoft p[previously)
It should not be up to the customer to independently pursue a refund from a financial institution that Microsoft charged without authorization to begin with.
I maintain my opinion that this "no refund" policy from Microsoft enables fraud to the financial benefit of Microsoft at the expense of customers.
Many of your customer service representatives I spoke with also confirmed this but always stated "there was nothing they could do".
This is how Microsoft operates as this process has also confirmed.

Sincerely,

***********************
Initial Complaint
Date:10/04/2023
Type:Delivery 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 an order back in ************** # **********. This was a pre-order for a game that was to be released on 10/3/23. I then received an email on 9/24/23 that my order was completed and that I had been charged. Again, this email confirmed the release date of 10/3/23. Yesterday was 10/3 and we tried to download our bundle of software. Nowhere was I able to download the software. After finally finding an option for support I called and spoke with a representative from Microsoft who simply told me that no, my software wasnt going to be available until 10/6. I told him that he was incorrect and that it said 10/3 everywhere. He asked me to tell him where I was seeing that. While I was navigating to find all of the places where these details were listed, he hung up and did not call back. I need to speak with someone from Microsoft. We were able to find a (convoluted) way to download part of it last night, but only 1 out of 4 items. VERY frustrating as we spent a lot of money and we anxiously awaiting this release.
Business Response
Date: 10/10/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, We apologize for the confusion about the game release, the official release date of *** 24 was set for October 6, 2023, we hope you enjoy your gaming experience.

Happy gaming,

Microsoft Corporation
Customer Answer
Date: 10/10/2023

Complaint: 20695533

Please explain why it said 10/3/23 everywhere on screen, in my order confirmation, etc.

Sincerely,

*********************************
Customer Answer
Date: 10/16/2023
See attached screenshot of the order confirmation email from 9/23/23 stating the availability date of 10/3/23. Its always been 10/3/23, even since we first placed the order back in August. Additionally, we saw 10/3 listed on some of your website pages on 10/3 when we tried to get help from your customer support (before he hung up).
Business Response
Date: 10/19/2023
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your issue,this most likely was a mistake on our part and we apologize for the confusion,however the game is already out and there is nothing else to be done.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/19/2023

Complaint: 20695533

I am rejecting this response because
Please explain what you will be doing to determine the root cause and to ensure this doesnt happen again. We had kids counting down the days until the release and then had to spend ******** trying to figure out what was not working properly. Additionally, your representative was of no help whatsoever, so thank you for your apology, but Id like to know that you will actually do something more on your end to investigate. I would also like to know with whom I am speaking.
Sincerely,

*********************************
Initial Complaint
Date:10/04/2023
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.
Transaction date is 10/2/2023. Every year I get charged an annual subscription for Microsoft 365. I have tried numerous occasions to resolve this issue with Microsoft. The problem is I am unable to cancel my subscription through the Outlook account where the subscription was placed because the account has been suspended and I am unable to reset my password. In addition, the software is on a computer that is no longer workable. I have numerous case numbers with Microsoft. They are **********, **********, **********. I want the subscription cancelled under outlook account ************************** immediately
Business Response
Date: 10/09/2023

Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft suspended account and refund request.
We understand you and are sorry to hear that.

We processed your refund request.
This will take from 3 to 5 business days to be reflected on your account and depending on your local bank policies it may take up to 30 days.

For future issues, feel free to visit Microsoft.com to get assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/16/2023

Complaint: 20694871

I am rejecting this response because:
In addition to the refund, I would like my annual subscription cancelled to eliminate the billing issues going forward. I do appreciate the prompt response regarding the refund for the 2023 Subscription.

Sincerely,

*************************** Arena
Business Response
Date: 10/17/2023
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft suspended account and refund request.

We processed your refund, and the payment instrument was removed and you will not be charged any more.

For future issues, feel free to visit Microsoft.com to get assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/18/2023

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,

*************************** Arena
Initial Complaint
Date:10/04/2023
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.
August 2023 I replaced my computer and chose not to have Microsoft installed on it. I had a subscription for Microsoft 365 so logged into my Microsoft account to remove the auto renewal since I would no longer be using that service.October 2, 2023 I received notice from my PayPal account that a $74.71 charge had just posted for Microsoft 365 subscription. I went into my PayPal account and found the merchant contact number to dispute the charge and request a refund for the service I had canceled and did not want. I called the merchant contact number only to find that it was to a medical alert service.I searched the internet for contact information to Microsoft and found a number to try. I was directed by a computer operator to log into my account. I tried logging into my account but my phone number has changed and there is no other way to verify my account. There is an account recovery form that I filled out and I used the codes that were emailed to me which in the end returns you to needing the phone number for validation and then you start the **************** again. Searching the internet again I f three more found three numbers which all went to the same computer operator. Each time she said to log into my account and hung up never giving me the option to say anything.The next day I used a different phone and told the computer operator that I couldn't get into my account. The computer operator decided I needed help with my password and again directed me to go to my Microsoft account for assistance. Calling the other numbers resulted in the same as before. The computer operator says to go to my account and then hangs up.I had canceled my subscription and auto renewal to Microsoft 365 yet was charged for it.I attempted to contact Microsoft only to find that there is no possible way to contact them for assistance or to dispute the charge to get a refund.I need someone from Microsoft to contact me or refund the $74.71 for the subscription.
Business Response
Date: 10/09/2023

Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your charges issue. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/11/2023

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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