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

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:07/08/2023

  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
  

• Initial Complaint

  Date:07/08/2023

  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.

  June 7th 2023 Charge ***** The product was a "game" which after some testing turned out to be incomplete. I did NOT opt in for an incomplete or alpha test product. The company refused to give a refund claiming that the digital item was "consumed". I want my money back.

  Business Response

  Date: 07/13/2023

  Hi ****, 
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request.

  We proceeded and reviewed your email address ************************ and found your Microsoft account and based on the order history we found you were refunded.

  
  Order
  6739637983
  Amount refunded ***** USD.
  Case ID **********

  We recommend you contact the person who handled your case **********. 
  For future issues, please visit Microsoft to get assistance. 
   
  Sincerely, 
  Microsoft Corporation. 

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20291064
  
  I am rejecting this response because:

  The staffer is viewing the wrong purchase.

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

  Business Response

  Date: 07/24/2023

  Hi ****, 
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request.

  We found this was processed. 

  As indicated in our previous email, we recommend you contact the person who handled your case **********. 
  If your issues is still unresolved, please visit Microsoft.com to get assistance. 
   
  Sincerely, 
  Microsoft Corporation

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20291064
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/07/2023

  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.

  I have been trying to get in touch with Microsoft 365 to cancel my subscription. All I get is automated messages. The computer that had Microsoft 365 is no longer functioning but I am still being billed monthly for the service. I do not remember my password and when I try to reset my password I am told that I dont have enough information. Can you help me?

  Business Response

  Date: 07/12/2023

  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 7020917575.

  We will monitor your support case through resolution. 

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20290705
  
  I am rejecting this response because:
  Microsoft keeps asking me for the same information but problem is not resolved. I just want to cancel my subscription which they should be able to do quickly. I do not understand the delays.
  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 subscription has been cancelled. Considering this information, we will be closing this complaint as theres no further action for us to take.
  
  This case is now closed, and we wont be answering further concerns regarding this matter.  
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/07/2023

   
  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:07/07/2023

  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 have been inundated with spam emails that Microsoft does not block and does not allow me to block, and Microsoft does not even have the courtesy to acknowledge my communications with it regarding the problem. The volume of spam has been markedly increasing in recent weeks and months, and Microsoft does not seem to have done anything to solve the problem, despite my complaints directly to Microsoft executives and user support forum complaints dating back to Oct. 2022 and continuing to this day. Microsoft does not block obvious junk at the server level, instead allowing much of it to go to the Inbox and sending the rest to the Junk folder. Contrary to the express promises in the Outlook app itself and on its webpages, Microsoft also does not allow its paying customers to "permanently delete," i.e., block at the server level, such emails. Nor does Microsoft allow customers to create rules to block these emails. While sending many of the items to the Junk folder provides some level of protection, the problem is that Microsoft ignores many requests to allow legitimate emails that it has sent to Junk to be on the safe senders list, such that users *need* to look at the Junk folder to ensure there are no legitimate emails there. By doing so, Microsoft requires its users to review the Junk folder as carefully as they review the Inbox, thus exposing users to proliferating spam. Finally, contrary to its promise that customer can avoid dangerous images and links in spam emails by clicking a button to prevent all images and links unless they are in emails coming from safe senders or contacts, Microsoft includes images and links in emails it sends to the spam folder, even if users have clicked that button. I have raised these issues with Microsoft on multiple occasions over the last several months, and not a single Microsoft representative has had the basic courtesy to acknowledge or respond to my communications, even though I pay Microsoft $100 per year to use Outlook.

  Business Response

  Date: 07/12/2023

  Hi ***********************,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident. A senior member from Microsoft Technical  team will investigate this matter and contact you directly to work toward a?resolution.Your new case number is 7020910101
   
  Sincerely,? 
  Microsoft Corporation

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20289285
  
  I am rejecting this response because: all Microsoft did in its response was to say that it has received my complaint and that someone (unidentified) will contact me within two business days. The problem has not been solved and the company has not even committed to solve the problem.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/21/2023

  
  Hi ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident.
  After further review, we found a previous case ********** and found the case was already handled.If your issue was not resolved yet, feel free to contact the person who assisted you.
  If you were not contacted,please let us know and provide the email in which you can be reach out by one of our engineers to work towards a resolution.
   
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20289285
  
  I am rejecting this response because my complaint has neither been properly "handled" nor resolved. The "Level 3" support engineer assigned to my case informed me that the issues I raised are "known issues" to Microsoft and have been known issues for more than a month, still with no solution. She further informed me that, because these are known issues that Microsoft engineers are purportedly working on -- though she gave no ETA on when they will be fixed and instead told me to check the "known issues" section of Microsoft's website to see the current status -- there is no reason to keep my case open, and therefore Microsoft is closing it. Thus, one month after I first raised these issues, Microsoft is no further along in solving the problem than when I filed my complaint with you, and its assertion that it has "handled" my complaint is grossly misleading at best.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/09/2023

  Hi ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident.
  Based on the previous case ********** and as indicated we found the case was already handled. If your issue was not resolved yet, feel free to contact the person who assisted you.
  If you were not contacted, please let us know and provide the email in which you can be reach out by one of our engineers to work towards a resolution.
   
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20289285
  
  I am rejecting this response because: Despite its repeated assertions that it has handled my complaint, Microsoft has not done so. Yesterday, Microsofts executive relations representative emailed me to say that our team has been able to analyze all the samples provided and authored rules to block the spam campaigns. When I then checked my Junk mail folder, there were two new pieces of spam, each of which was identical to spam I had received before and which I had forwarded to Microsoft. One of them was identical to a spam phishing email I had received in my Inbox two days earlier and which I had forwarded to Microsoft. I sent an email this morning to the Microsoft executive relations rep to tell her that I had received these new junk messages and that the problem was not resolved and indeed had gotten worse. Yet, despite this information, Microsoft then falsely reported to you that the problem has been handled. 

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

  Business Response

  Date: 08/15/2023

  Hi ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident.
  Based on the previous case ********** and as indicate, if your issue was not resolved yet, feel free to contact the person who assisted you.
   
  Sincerely,
  Microsoft Corporation

  Business Response

  Date: 08/16/2023

  Hi ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident.
  We understand you, as indicated based on the previous case ********** is being worked and appears as assigned. 

  Please ask for un update

  If you were not contacted, please let us know and provide the email in which you can be reach out by one of our engineers to work towards a resolution.
   
  Sincerely,
  Microsoft Corporation

  Business Response

  Date: 08/16/2023

  Hi ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident.
  We understand you, as indicated based on the previous case ********** is being worked and appears as assigned. 
  Please ask for un update
  If you were not contacted, please let us know and provide the email in which you can be reach out by one of our engineers to work towards a resolution.
   
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20289285
  
  I acknowledge this response because: I believe the company is correct when it states that the complaint "is being worked and appears as assigned." However, Microsoft has not yet satisfactorily *resolved* the issue. Since our last set of communications with BBB earlier in the month, Microsoft assigned someone in its Executive ******************** to assist and we have been in regular communication; she has indicated that Microsoft's anti-spam team is working on the issue. However, I continue to receive spam, even to my Inbox, and I understand the Executive Relations rep to acknowledge that the matter is still open. I clicked the "reject" rather than "accept" button regarding the company's response because I am concerned that if I were to click "accept," the matter would be closed. I would like BBB to keep this matter open until Microsoft successfully resolves it.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/24/2023

  Hi ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident.
  We understand you, we hope the issues can be resolved by our Anti Spam team.
   
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20289285
  
  I am rejecting this response because: the Company's response does not provide a resolution to the case, but instead expresses the Company's desire to work toward a solution, a desire I share. As an update, my most recent communication with the Company's executive relations rep. was to upload additional examples of spam I've been receiving, which I did late last week. I have not heard from the Company since, so assume (and certainly hope) they are working on the issue. I chose to reject rather than accept the Company's most recent response in order to keep the matter open with the BBB.

  Thanks.

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

  Business Response

  Date: 09/05/2023

  Hi ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your outlook and spam incident. Based on the case number 7020910101

  You were instructed on how you could stop receiving the junk emails

  Find the link below

  Filter junk email and spam in Outlook - Microsoft Support

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

  If your issue remains, feel free to reopen the case to get assistance from the person who provided support.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20289285
  
  I am rejecting this response because: Microsoft is misstating the course of history and practice in asserting that it has previously told me how I could stop receivingspam emails. Contrary to that false assertion, I had reviewed the website to which Microsoft links and applied the instructions therein before I contacted Microsoft about this issue. Those instructions do not work as Microsoft represents they will work; in any event, even if they did work they would not be effective in preventing users from receiving spam emails. Indeed, over the last week, despite this matter having been assigned to an Executive Relations representative for at least one month, I have been receiving more junk emails including some of the most lurid, vulgar, and obscene phishing emails one can imagine on a daily basis than I did before the Executive Relations team got involved.
  
  I also note that I am far from the only person who is being subjected to an unwarranted volume of spam. There is a thread on one of the Microsoft support forums that began in October ****************************************************************** which numerous users complain about receiving a ton of spam and state that Microsofts instructions for preventing spam are ineffective. ****************************************************************************************************************************************************************************************).I have made the Microsoft representatives working on this matter aware of that longstanding thread, so it is fatuous at best for Microsoft to now suggest that following the instructions on the webpage it references will enable users to stop receiving spam.
  
  Microsoft is simply misstating facts, and is arguably committing a knowing deception on the BBB, in now asserting that the instructions it provides on the referenced webpage will effectively prevent users from receiving spam. Contrary to that new assertion, Microsoft support personnel, including two Escalation Support Engineers, have admitted to me,including in writing, that a filter designed to enable users to permanently delete junk mail, i.e., block such emails at the server level before such junk even reaches the users email account (including the Junk folder) is not working properly. According to these support personnel, it is a known issueand has been since no later than June three months ago. That is when a Microsoft support rep. told me, in writing, that the issue you are facing is a know[n] issue with outlook team and the Microsoft engineers are working on it to resolve it. In my subsequent conversations with two Microsoft Support Escalation Engineers, they have admitted to me, also in writing as well as in recorded phone conversations, that the problems I am facing are known issuesdespite the instructions Microsoft provides on its webpages to enable users to supposedly stop receiving spam.
  
  There are at least three respects in which Microsofts supposed junk mail filters are simply not working. I have pointed these respects out to the Microsoft representatives, both in writing and in recorded phone calls, on multiple occasions. These are among the known issuesthat, indeed, Microsoft has known about for months, if not longer, and has yet to fix. I cannot imagine why it would take so long to fix any of these issues,and Microsoft has provided no reason. By far, the first of the issues discussed below is the most important; if Microsoft could fix just that issue, 99% of the issue would be instantly resolved.
  
  First, the setting in Microsofts desktop Outlook application to permanently delete suspected junk email instead of moving it to the Junk Email folder does not work, as I (as well as all the users in the thread referenced above) continue to receive email that Microsoft recognizes as junk. If Microsoft could fix just this issue, 99% of my problem would be instantly resolved, as I could then ensure that junk mail that Microsoft recognizes as junk (which encompasses all but 2-3 of the emails in question over the last year) would not be delivered to my mailbox (either Inbox or Junk). I note that, based on my understanding of another of Microsofts support webpages, Microsoft quarantines all suspected junk for its organizational Microsoft 365 customers, but for whatever reason does not provide the same service for its individual users (who, incidentally, pay $70-100 per year for Microsoft 365).
  
  Second, the feature on Outlook.com that supposedly allows users to block senders or domains this is the key feature of the asserted spam-preventing instructions on the webpage Microsoft linked to simply does not work. Throughout the history of this matter, including as late as two days ago, I have attempted to block senders and domains by adding names to the blocked senders list on Outlook.com and then saving the information; however, each time I go back into the settings after having saved the information, the newly blocked senders or domains no longer appear. (The desktop application seems to be ok in this regard in that at least the information is saved, but I recall a Microsoft rep telling me a long time ago that it has designed Outlook so that Outlook.com trumps the desktop application in many regards.) In any event, the blocked senders list works only for senders and domains that have already sent spam.Since the spammers are constantly changing the domains from which they send mail,and indeed typically use phony, unregistered domains, the blocked senders list is practically useless. That is why it is so important for Microsoft to fix the problem with the permanently delete button.
  
  Third, the button on Outlook.com that supposedly allows users to block all images, links, and attachments from all senders except those on the users safe senders and contacts simply does not work.Every item of spam that I have received, even items sent to the Junk folder,contain images and links as well as, if applicable, attachments. Thus, Microsofts supposed spam protection provides no protection at all from a user inadvertently clicking on a dangerous link, image, or attachment. Again, I have pointed this out to the Microsoft representatives on multiple occasions over the last several months, and Microsoft has done nothing about it.
  
  My apologies for being so longwinded, but it bothers me incredibly that a company seeks to ***** responsibility and point the finger at its own customers by blithely and falsely asserting contrary to the facts of which it has long been aware that if only the user followed the companys instructions (s)he would not be having any problems. It is this very attitude that the BBB needs to protect against.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 09/12/2023

  Dear *******, et al.,

  It is inaccurate, or at least misleading, to say that Microsoft has "addressed" the matters within my complaint, as if to suggest that Microsoft provided what an adequate solution to the issue and/or that my "dissatisf[action]" is unreasonable. Contrary to any such position, Microsoft has not solved the problem, and it has *admitted* in writing to me that it has not solved the problem. This past Friday, Microsoft advised me by email that its internal team had achieved what it regarded as a successful resolution and that I should no longer receive any spam. Within hours of Microsoft sending that email, I received two items of spam and, yesterday, I received two additional items of spam that Microsoft's algorithms classified as legitimate email. In short, whatever action Microsoft took was patently inadequate. I reported that to Microsoft, and reiterated my longstanding request that Microsoft fix the problem that I was actually complaining about -- the fact that the feature of its "Junk Email Options" in Outlook that allows users to block junk emails at the server level (i.e., before it even arrives at *either* the Inbox *or* the Junk folder) does not work. In an email sent earlier today, Microsoft implicitly acknowledged that its resolution does not solve the problem I am having, stating: "your comments ... are presently under investigation. We are committed to ensuring a future bug fix or update release for Outlook that addresses these concerns." It is therefore inaccurate to resolve this matter by concluding that the company has addressed the matters covered by my complaint. Rather, as it implicitly admitted, it has NOT addressed the matter I wanted addressed -- the nonfunctioning nature of the "Permanently delete ..." button in Outlook's Junk Email Options and has instead proffered a "solution" that was demonstrated to be ineffective within 1-2 hours.

• Initial Complaint

  Date:07/07/2023

  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 computer is no longer working. It is well within the purchased warranty (10/2024) and there has been nothing done on my part to break it. It was working, and then one moment it stopped. I have attempted to contact customer service, but they are unresponsive. Each time they say that they will get back with me in 24 hours to send a label for replacement, but then each time they never do.

  Business Response

  Date: 07/13/2023

  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 7020962438.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/13/2023

   
  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:07/07/2023

  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.

  Greetings,My credit card was fraudulently used yesterday and someone spent $3,784.37 with Microsoft. My bank has already submitted a dispute, ID # C-***********, and I have tried to contact the Microsoft Store by calling the number ************ at 3:17 PM, on July 6th. The agent I spoke with, *****, told me that they were unable to find my credit card information on their system, so, most likely, the product had been purchased through a retailer, which was not the same information I got from ***, who said it had been directly with Microsoft. My cancelled card's number is: *******************. Expiration date: 02/26. 660. I have also submitted a fraud alert with TransUnion and called ***************************, Financial Consumer of ******, and Banking Ombudsman. Please cancel that charge on your end as soon as possible and do NOT ship out the product if it was a physical product. Also, if it was a gift card purchase, make sure you block it or try to find out who used it and where it was shipped to. Regards,Isadora.

  Business Response

  Date: 07/11/2023

  Dear ***************************** Franca,
  
  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 7020870925.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20286311
  
  I am rejecting this response because: I wanted to update you on what has happened since I submitted my complaint last week.
  Yesterday, I left my work early for the second day in a row because the package with the product I never ordered showed up at my door. Please see new attachments with all the details I was able to gather about the order. 
  As you can see, it has my name and address on it (I always spell ******* in full when I buy things online), however, the phone number on the label isn't mine *********** has been the only phone number I've had in ******). So I called the police and they have started an investigation with them. I also called Microsoft twice yesterday afternoon, and was only fully helped during my second call. 
  The agent gave me a case number [# **********], confirmed that the email attached to my old credit card started with the letter "F", which isn't my email ************************ has been my email since ****, when people with invitation from ****** were able to have a Gmail account - look me up on Skype with it); and provided me with an RMA [# 1Z1Y636A9190833642 - ***** The package has been picked up by *** this morning and it's on its way back to you. 
  The police is supposed to call me back soon to ask more detailed questions and I will make sure they know that another email address and phone number was responsible for this fraudulent purchase. 
  I don't understand how your company accepts expensive purchases without, somehow, following up with the consumer and, at least, asking for a proof of ID/address. This has been a total nightmare for me and I'm freaking out about the fact that someone had the nerve to use my card to buy something random and had it sent to my own address, which means they know personal information about me. 
  Please let me know if you need anything else from me.
  Sincerely,
  
  ***************************** Franca

  Business Response

  Date: 07/25/2023

  Dear ***************************** Franca,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Please continue communicating with our agent until they can locate and deliver the packages, if no resolution is reached please reply back to this.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/03/2023

   
  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. I have received my refund from Microsoft a couple of weeks ago. 
  
  Sincerely,
  
  ***************************** Franca

• Initial Complaint

  Date:07/07/2023

  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 have no access to Microsoft support and have been locked out of my account for over 4 months. All support is based on logging into your account which I can't do. There is no phone support, no option to submit a ticket, not even chat service without logging in first. This is absolutely unacceptable to block a customers account for an indefinite period of time. Not all issues can be resolved with automated online resources.

  Business Response

  Date: 07/11/2023

  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 7020877919.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/07/2023

  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.

  However, I do thank you for your assistance with this matter.On Wed, 5 Jul 2023 at 8:47 AM MicrosoftSoftwares.com <*******************************************> wrote:Once the key has been accessed, we cannot know whether it was used or will be used in the future.Therefore we cannot refund you.---- On Wed, 05 Jul 2023 16:25:56 +**** **************<*****************> wrote ----So what exactly are you saying I got ripped off by ordering this online? And are you unable to now send me a refund on a product that I purchased? How are you going to correct the situation?On Wed, 5 Jul 2023 at 8:24 AM MicrosoftSoftwares.com <*******************************************> wrote:This is screenshot of your order info, not issue with the license key ---- On Wed, 05 Jul ************* +**** **************<*****************> wrote ----On Wed, 5 Jul 2023 at 8:09 AM MicrosoftSoftwares.com <*******************************************> wrote:Hello,We only provide refunds for non working license keys.Send us a screenshot of non working license key.---- On Wed, 05 Jul ************* +**** ************** <*****************> wrote ---When I try to install this program on my computer it gives me a flag "unable to install on this computer". I would like your to refund my account for Windows 11.Thank you for your assistance.

  Business Response

  Date: 07/11/2023

  
  Hi *****,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your License installation issues and refund request. 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?7020874270
   
  Sincerely,? 

• Initial Complaint

  Date:07/06/2023

  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.

  I have repeatedly tried to cancel this service with my credit card and continue to get charged. This is Fraud! They will not cancel my account. They are not authorized to charge my card and I have cancel this charge through the credit card company and they continue to refuse to cancel the service. They do not provide any recourse to cancel over the phone or a account billing phone number for their accounting phone number.

  Business Response

  Date: 07/11/2023

  Dear *****************************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unrecognized 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 7020818974.

  Your case has been assigned to an advocate.They will reach out to you within the next ***** hours. We will monitor the support case through resolution.
  
  Sincerely,

  Microsoft Corporation