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 Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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:07/07/2023

  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

• Initial Complaint

  Date:07/06/2023

  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.

  My 9 yr old spent over $600 from dates 6/14/23-6/25/23 on account ************************** This was not authorized by me and I let Microsoft know that. I tried to request a refund through online process and that did not work. I was able to finally talk to a person on a recorded line I told them about my situation and they said they could only refund me what happened in the last 14 days. I said ok what would that refund be? He said hold on 2-3 minutes and I will be right back. The call then gets transferred to a guy in Microsoft office(not Xbox) who says they should be able to refund almost all of it but he cant do it because hes in Office. That report # is ********** for the office guy and he said he put detailed notes in so when he transfers me back to Xbox I will not have to repeat myself. Well unfortunately for me he was wrong so I had to repeat myself to a new XBOX guy. This guy says he cant do refunds over the phone even though I had 2 guys already tell me they can!!! I am not 40 minutes into the phone call and he walks me through how to ask for a refund online which I told him I already did and was denied. He said do it again and someone will email you to reopen the case, what doesnt he understand about I cant. He quickly ushers me off the phone and that is that.2 employees at your company said I could get a refund on an apparent recorded line with a incident # and a 3rd person then contradicts them. My phone number to check recordings is ************ and the call was on 7/6/23 around 4:05PM EST. You cant promise a customer something and then not deliver on that. Also, how do these calls get transferred in the middle of a conversation. I would like a refund for the charges that I did not authorize. You can subtract whatever was purchased off the account and refund my money like 2 of your employees told me you could do.

  Business Response

  Date: 07/10/2023

  Hi *******************,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your sons unauthorized charges. A senior member from Microsoft team will investigate this matter and contact you directly to work toward a?resolution.Your new case number is 7020830591
   
  Sincerely,? 
  Microsoft Corporation? 

• Initial Complaint

  Date:07/06/2023

  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.

  Hacks and "Crypto" on my system and who ever is doing this, works for Microsoft and Microsoft " *********** only" will fix this issue and fix and replace hard drive "again" this is the second time and I am unable to restore as my Administrator password " created by me, written down before use - does NOT work" so who changed it? Not me, whoever put "Crypto" and other hack programs on my sytem every time this is fixed works for Microsoft and I demand my system be fixed and hard drive replaced and all persons who touched my PC be immidiately fired and investigated. There is no way this can occur without an inside job. Upon fix, Microsof will be sure that all Wifi , bluetooth and remote access is taken out of my system and that the setting for power or connections will be set at "1 Minute" NOT six hours...like I got it. Unreal....so whoever is hacking already has access to the harddrive or my Admin. password would work and It does not. I am sick of this and this has been reported to ICG3..."FBI" so you all have big problems NOW...as Microsoft....I will not tolerated this. ________________________________________Internet ********************** (IC3)You have successfully submitted your complaint.

  Business Response

  Date: 07/11/2023

  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 7020868281.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/06/2023

  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.

  Microsoft has a Rewards program that offers points as incentives for people to switch to Bing search, complete daily quests on Bing, play Xbox games, etc. I have participated in this program for a long time and have accumulated over ******* points, which can be redeemed for rewards like $800 Xbox gift cards or other gift cards in similar value. However, recently, my account was suspended without any warning or notification. I'm confident that I've complied with the program's rules. I've tried to contact Microsoft Rewards support, but days have passed, they didn't reply to me (though when I filed the ticket, it was stated that they would get back to me in 24 hours).I've seen some reports over the internet that they would reply to tickets using templates after half a month or more, saying vaguely the user violated one or more rules, even if the user did nothing wrong. And they would keep closing the tickets if the user kept filing for the same issue. This made me desperate after losing all the points. I strongly suspected that after I changed my habits and started to searching with ****, playing Xbox games, they broke their promises in the points and refused me to redeem any of my earned points.

  Business Response

  Date: 07/10/2023

  Hi Hao,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding  your Microsoft Rewards points program and account issues. A senior member from Microsoft Rewards team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is 7020831293 
   
  Sincerely,? 
  Microsoft Corporation? 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20282978
  
  I am rejecting this response because: they still need to contact the immediate Microsoft Rewards team, and offered no guarantee on timeframe or resolutions.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 07/24/2023

  Hi Hao,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards points program and account issues. Based on the previous service request 7020831293 
  

  You cannot use the points because you broke the policies, please refer to the terms of the program to know further details or contact back the person who handled your case to get further explanation if required.

  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 08/10/2023

  The Microsoft Rewards support has been refusing communications.

• Initial Complaint

  Date:07/06/2023

  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.

  Ive been wrongfully suspended indefinitely by Xbox enforcement team, they said I was cheating and that i some how breached their system. Ive had my account since **************************, over a thousand dollars has been put into my account

  Business Response

  Date: 07/11/2023

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

• Initial Complaint

  Date:07/06/2023

  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.

  I received an odd email from Microsoft with a security code I did not request. When I chatted with their tech support, they told me to reset my password and upgrade my security. I did as they requested but now I am locked out of my account. I tried numerous times to reset my password but now I keep getting an error message that I asked for too many codes. I have been emailing the case email but no response. I called a customer service line that only had automated answers and hung up on me. When I called back it kept telling me to look at a website. I now have no access to my files on OneDrive and what I paid for is useless. I just want them to help me.

  Business Response

  Date: 07/11/2023

  ********************************************,  

  Thank you for contacting the Microsoft Corporation via the Better Business Bureau regarding your account recovery request.

  Please visit ***************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20280828
  
  I am rejecting this response because: this information would not likely give me the access I need because I wouldn't be able to receive a security code. Luckily, I tried again another day and was able to access my account. I don't know if anyone did anything. So, the problem is resolved but Microsoft's lack of understanding is concerning.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/05/2023

  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.

  On 5/12/23 my bank debit card was charged $99.99 for recurring charges. I currently have no charges with Microsoft so I consider this as a fraud since I have no subscriptions with Microsoft and I request a credit for the amount of $99.99 plus no more unauthorized recurring charges to my debit bank account.I have contacted Microsoft several times since the charge appeared in my bank account and requested a refund within a week but have not received a credit nor an explanation for the charges.I want a refund issued to my bank account with in a week of this date

  Business Response

  Date: 07/10/2023

  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 7020826892.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/11/2023

  In response to the complaint about Microsoft is about a charge to my debit card for the amount of $99.99 for reocuring charges which make no sense I dont have an account with them nor any kind of subscriptions, therefore, there should not be any charges made to my debit card. I consider their action a fraud and want the amount charged to my credit card returned to me and for them to correct their records so that this won't happen again
  Thank you
  

  
  

  Business Response

  Date: 07/24/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau.We have investigated your issue with the agent and we regret to inform you that a refund is not possible due to the 30 day refund policy, that our agent has sent you via email. Microsoft will now consider this case resolved.  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/27/2023

  Hello
  
   In response to link below, like I have mentioned to you before,this case has never been resolved its about a miniDell desktop aparently with internet, network and WIFI installed I purchased fom Tech-Leaf tor $255.50 via Ebay.
  When I received the unit I noticed it did no have the Internet, Network nor WIFI installed
  I immediately contacted the seller to inform them them about the problem and they told me that an adjuster to take care of the installation had been shipped along with the unit and since I still had the box and the packing material I was able to check for the so called adjuster but did not find anything and asked for a return label it took a week to 10 days for me to receive the label so then I packed the unit just like I had received it and about 2 weeks later I received a $127.50 refund to my bank again I contacted them about  the shortage in the amount returned an was told it was due to the package missing parts and extreme damages damages to the unit.
  Of course I told them that I had returned exactly what I had received and  if there were damages in the shipment it was my my responsibility but that of the shipping company who had insurance to take care of damages during shipping and that I expected the complete refund  right away.
  Of course they never paid for the.diffence and that was when I filed the complaint but still nothing has happened with  the missing money.
  I am very upset and disappointed about how this case was handled and the results or lack there off.
  

• Initial Complaint

  Date:07/05/2023

  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.

  There was no transaction. On or around February 2023, I noticed a recurring microsoft charge on my credit card of $7.43. I disputed it to be removed. It was. However it showed up again in march! I disputed it and it was removed. I contacted Microsoft via their website. I chatted with two representatives who opened a case. they COULD NOT FIND the basis for any charge. they couldn't even find my credit card number! they searched on email accounts and my credit card. They could not say what the charge was for but the DID say that the $7.43 is a common recurring charge amount for a Microsoft 365 subscription. I do not have and never had this. After searching they advised me to cancel my credit card, as they couldn't find the charge (WHAT??). So I did. NOW THERE IS THE SAME CHARGE ON MY NEW NUMBER. clearly this is an automated charge in their system and Microsoft needs to reach out to me and GET THIS FIXED. I have spent hours with their team working on this, I think this is darn close to FRAUD. Just charge people money and then claim you "can't find the charge" and collect extra income.

  Business Response

  Date: 07/10/2023

  Hi *****,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your?charge incident as to the Microsoft subscription. A senior member from Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is 7020830132
   
  Sincerely,? 
  Microsoft Corporation? 
  

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20274928
  
  I am rejecting this response because:

  I cannot accept this until Microsoft actually solves the problem.  Today, July 11, they reached out via email to ask me for copies of my credit card statements and bank dispute letters. they asked me to find the first month of the charge.  I started to review old statements and amazingly, and to my shame, there are 71 months of this charge.  SEVENTY ONE.  And Microsoft couldn't find any record of the charges.  none.   That is inexcusable.  Whether they refund it all or not, the fact that they charged me more than $400 in small increments month after month and can't find any record of it, that is either a very very bad accounting system or fraud.  I just recently stopped working and having the time to look at and track expenses on a fixed income.  how many people out there are being charged and don't know about it?  don't look in that much detail?  

  I will wait for them to prove to me that this isn't fraud before I will accept any resolution.

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

  Business Response

  Date: 07/21/2023

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge incident as to the Microsoft subscription.
  
  Based on the previous Service request **********  the subscription was cancelled and you will not be charged anymore.
  
  If you still need assistance,feel free to contact back the person who handled your case for further assistance.
   
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20274928
  
  I am rejecting this response because:

  I am glad they found and cancelled the charges going forward on my credit card   However, they also said, in the interest of the "privacy" of the account holder, who isn't me because I don't have an account with them but I paid for someone else's accounts, they can't tell me 1) who it is, 2) what I paid for or 3) refund me anything.  WHAT??? So the Microsoft policy is the party that pays for the account has no rights to know what they paid for?  How does that make any sense?  

  They should refund at least this years payments for their lack of controls, at a minimum from march when I first called and they couldn't find the charge, but kept charging me.  they literally didn't care until the BBB got involved.  

  shame on Microsoft. 

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

  Business Response

  Date: 08/09/2023

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge incident as to the Microsoft subscription.
  
  Based on the previous Service request **********  the subscription was cancelled and you will not be charged anymore.
  
  If you still need assistance, feel free to contact back the person who handled your case for further assistance or visit Microsoft.com to get further support.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:07/04/2023

  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.

  We pay a subscription fee to Microsoft to play on their Xbox platform. There are numerous hackers/cheaters who have recently become active or more active in their blatant cheating. Their cheating deprives all other gamers the ability to play and enjoy or to get what they pay for. Multiple gamers apart from me have been complaining as well. The cheating results in shortened games, many players quit due to the cheating, the inability to kill the cheaters or the cheaters getting so many many kills that it's impossible to play the game at all. See screenshots provided. Xbox has a duty and requirement to provide a fair playing field and gaming experience and even "allegedly" gives the option to "report cheaters". Many cheaters have been reported several times. It's apparent to us and to the games they disrupt that Microsoft/Xbox has not taken any proper measures to end the cheating and restore a fair gaming platform to starwars battlefront all the while still taking our $ and allegedly providing us with ways to "report" our grievances about such issues to no avail. Numerous cheats such as MOLOTOXX91, Saeehiad, ucrown, SFG Chewie, CT6785 HEAVY, qluzs and elluminated etc have had multiple reports filed against then. Yet they play literally on a daily basis continually disrupting the games and with no apparent change to their gaming behavior. Xbox is aware of this and is failing in its legal and ethical obligations to properly address the issues for its honest, fair playing paying customers! Xbox needs to address this issue asap and remove such gamers from the game or the platform as a whole.

  Customer Answer

  Date: 07/10/2023

  I'm writing this in response to the response I just received from Microsoft. I have already repeatedly done what they stated in their response. This is the typical runaround they give you. Here is one of several cases/complaints I have made with Microsoft **********.

  Business Response

  Date: 07/10/2023

  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.

  Business Response

  Date: 07/24/2023

  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 7021543763.
  
  Sincerely,
  
  Microsoft Corporation