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

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

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

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  Microsoft Inc

  333 S Grand Ave Ste 3300 Los Angeles, CA 90071-1537

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:03/17/2023

  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 purchased a license through the ******************** website on June 2022, and upon changing my mother board, Microsoft deleted my mother board from their system thus making me unable to recover my license and download *********************** Pro. I have engaged in conversations with tier 1 and tier 2 technical support within Microsoft and they have said they are unable to give me my license back and they are refusing to refund the money I spent on the acquisition of such license which is in the amount of ~$200. Upon engaging with them, they are unwilling to fix this issue I spoke with technical support tier 2 name ******* who mentioned he is unable to provide a phone number for me/us to get in direct touch with them. The Microsoft Case number is ********** Thanks *****

  Business Response

  Date: 03/23/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows License. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/26/2023

   
  Complaint: 19616845
  
  I am rejecting this response because: Microsoft has not resolved my issue nor has it provided options to resolve. They sent me a generic email with a refund policy but did not explain why they are refusing to help me make use of my license They are effectively stealing my license and not focusing on resolving or working with me on finding a solution
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/31/2023

  Dear ***********************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We understand your frustration about the current issue, after investigating your case we will keep the decision made by our agent,as for the use of the license please reach back by replying to the last email the agent sent you.

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19616845
  
  I am rejecting this response because: I have tried responding to Microsoft but they are ignoring my response and acting as if I hadnt reply. See attached my response on March 26 and their email on March 27. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/18/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We will further push your case to our agent to solve your issue.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/17/2023

  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 have contacted Microsoft Xbox about my refund they will not refund my money. I did not make the purchases and had to cancel my debit card because of fraudulent purchases. They have only refunded 4 things and said I only had 14 days to do a refund. I finally got ahold of someone on the phone. And he confirmed that I had 6 months to request a refund. The fraudulent charges was over ******************************* back I just want my money back. Thank you

  Business Response

  Date: 03/22/2023

  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

  Customer Answer

  Date: 03/27/2023

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

  Customer Answer

  Date: 03/29/2023

  Im rejecting the response because I did not get my money back. And it was too much money to just let go. I need my money back. Thank you. Yes please reopen the case because nothing was resolved 

  Business Response

  Date: 04/11/2023

  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:03/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Xbox and had to request a return for a refund so I could get my money back for bills. I have been back and forth with Microsoft and *** for the past month and a half regarding the legitimacy of shipping/returning the device. *** ********************** that I dropped it off at claims their hands are clean of it since it got shipped, but *** never scanned the label that Microsoft provided (even though I gave the label to *** that was provided to me by Microsoft). The *** employee put the wrong label on it. I filed a claim with Microsoft and they told me that they have rejected my inquiry regarding a refund because *** didn't use the label provided and the device is not at the warehouse. How do I escalate this claim/case so I can get my refund? I have proof of everything; I even sent it to Microsoft Support and to *** store but with no response.

  Business Response

  Date: 03/21/2023

  Dear *********************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:03/16/2023

  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 attempted to cancel an old subscription with Microsoft four gaming accounts set up for my van teenage children that are now grown. Because I dont know their passwords for the accounts you cant proceed with the cancellation process with Microsoft. They dont remember pass codes at this point. I have attempted to dispute the charge through my credit card company only to have Microsoft continue to build against the credit card on file. My only option would be to cancel the card but I fear that Microsoft Word proceed with some type of collection action because of my removing a form of payment. I simply want them to stop billing me for a service that we have not used for many years and the cost is now in the hundreds of dollars because of their business practice of making it difficult to cancel these accounts as a person that is paying the bill.

  Business Response

  Date: 03/21/2023

  
  HI ****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Office subscription charges issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:03/16/2023

  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 ordered this service four years ago . I never used it but they keep charging me every year . I have tried calling every year but they say they cannot help me . I have a different number . I have tried on the internet because they no longer have a number but it cost money to do that . I would like to fine out how I can cancel this and get a refund please . Thank - you very much .

  Business Response

  Date: 03/21/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Service cancelation. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19603582
  
  I am rejecting this response because: I received a phone call from them and talked to a lady . She asked me to send her a screenshot of my account to prove they took money out . I am still waiting for them to call back . She said she would within two days . 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/31/2023

  Dear ***********************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. Please await our agent to contact you, she should provide you with continuation in the investigation to solve it or a resolution for it.

  
  Microsoft Corporation

• Initial Complaint

  Date:03/16/2023

  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 lost access to a Microsoft Xbox account, and Microsoft has not helped me get my account back.

  Business Response

  Date: 03/20/2023

  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:03/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since 2018 Microsoft has double billed me for Microsoft 365. I found charges for subscription. But double. It appears ***** and again *****. I had the subscription canceled and recurring billing continued in 2019, 2020, 2021, 2022 and 2023. I every year I am double charged for a program I do not have! I have always berm able to at least have the charges removed and I was refunded from Microsoft. In early March I saw I was again charged ***** and ***** for Microsoft 365. I try to resolve with customer service I could not speak with a person. I went to my bank on a friday my bank removed the charges. On Saturday I noticed the ***** had again been charged. My bank account again overdrawn I am 68 limited resources. The bank B of A tried to contact billing in customer support. The bank people could not reach ANYONE. my bank account is overdrawn and overdraft fees and penalties stand. I am 68 I am recovering from pneumonia. I cannot go out to resolve this problem. There is no physical store to get help. This is making me very ill. Please refund to me *****. ALSO refund to me the overdraft return payment fee *****. I only have Social Security Retirement Invome and a small annuity. I cannot pay my share of cost for my medication. I feel that a big Corp like Microsoft is just horribly wrong to not help me. I was referred to a **************** facility in located in the Philipeans. The *** had a very patronizing tone. The *** said she would not refund because I didn't satisfy the questions to verify my identity. I am becoming desperate I had to borrow money to keep my telephone service. This is just crazy

  Business Response

  Date: 03/20/2023

  HI *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft charges concern.
  After reviewing your account, we did not find any charge, we found you received the refunds when that happened and recently you got a refund as to the Microsoft subscription.

  If you need further assistance, feel free to visit Microsoft.com.
  In case you believe that is not true, feel free to review your order history and submit a refund request for the double charge and this will be analyzed  to see if applicable for a reimbursement.
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19602064
  
  I am rejecting this response because: It is true that Microsoft refunded ***** and ***** for  the subscriptions. Then on March 6, 2023, Microsoft charged my debit card ***** and my account. Their action caused my account to be overdrawn, I was also charged ***** fee.

  I am 68, retired. My resources are limited. I get ***** Food Stamps. I cannot afford Microsoft subscriptions. Microsoft a has billions. The technology is not for poor people. Microsoft has taken money from me for a product I do not have or want. Microsoft has taken the food from my table. Well consider this, next time it could be your mother. 

  Finally, the **************** Representatives need serious training the *** who researched my claim did not see that my debit card was charged a 3rd time. See attached. 
  Sincerely,
  
  *******************

  Business Response

  Date: 03/27/2023

  HI ***

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription charges issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19602064
  
  I am rejecting this response because: The Microsoft representative does not understand that after  refunding to my bank card ***** two times Microsoft withdrew ***** again. I have sent screen shots from my bank statements. Also, the Microsoft.rep. advises that if I am not satisfied with the outcome I should  file a complaint for review from a Microsoft  specialist. I thought that is what I am doing here. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 04/13/2023

  HI ***,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription charges issue.  Based on the previous Service Request **********

  We suggest contacting back the agent who handled your case for further assistance as to the issue in question.
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 04/27/2023

  No my issue was not resolved I was charged ***** for Microsoft 365. Subscription I don't have. Microsoft has ripped me off. I am retired limited resources. And they are gazillionaires. Make that part of your advertising

  Business Response

  Date: 05/12/2023

  HI ***,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription charges issue.  Based on the previous Service Request **********
  We suggest contacting back the agent who handled your case for further assistance as to the issue in question.

  Or contact Microsoft support for further assistance.
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:03/15/2023

  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.

  Harrasment

  Business Response

  Date: 03/20/2023

  
  Hi ******,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your harassment concern.
  We are sorry for any inconvenience that it may have caused.
  We encourage to report any user who may be harassing you via **********************.
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:03/15/2023

  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 had contacted Xbox Support because I had sent my Xbox Series X as well as my Elite Controller 2 for repair which I had to pay for since my warranty was up. When I sent my Xbox Series X in for repairs it came back with a dent on one ****** and a number of scratches on the front of the console. My Elite Controller 2 came back unrepaired saying that it was not under warranty even though I had paid to replace it already. I tried contacting them several times finding out that one of the case number was wrong. They gave me the case number in an email **********. I was hung up on seeveral times and continue to get the runaround. With follow up phone calls from them never happening and responses to emails being ignored.

  Business Response

  Date: 03/21/2023

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox series X and Xbox Elite controller series 2 repair issues. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/15/2023

  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.

  purchased new xbox x yesterday and will not play games, spoke with customer support and didnt get any help other than ******* getting to the bottom of the word track. absolutly no lead way in getting my issue resolved. After calling in a second time we found that it was the game and to reach out to *********** After speaking to them I havent gotten a response after sending multi emails. This whole resolution would be solved if I was able to contact a live human being, What happened to the customer conntection. Even today going to ********************** for support No number to call, or message states to tALK TO A LIVE PERSON TO FILL OUT INFO ONLINE AND THEN YOU CAN, after doing so i get a message that "your account has reached the daily callback limit. Please try back next business day. Again customer with issue and no one to talk to about it. WHAT HAPPEN TO THE CUSTOMER CONTECTION. Huge company to big to talk to the little people that got them there.

  Business Response

  Date: 03/20/2023

  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