Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

4,016 total complaints in the last 3 years.
1,634 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/02/2023
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.
My Microsoft account has expired. I have tried several times to get this service renewed, but the website made it impossible to login to my account. I created a NEW account using one of my work emails, and made my purchase. The site was so slow moving, that when I finally made the purchase, I received 2-3 different confirmation emails with different confirmation numbers. I have spent the past 90 minutes attempting to speak with someone about getting a refund for the extra accounts, but getting a person on the phone is apparently impossible and the automated system does not understand what I'm seeking help with.
Business Response
Date: 10/06/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/02/2023
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.
I have forgotten my password. I am trying to reset it but due to not having the phone I had years ago it says I have to wait 30 days. I can not stay signed out of my xbox or other things for 30 days. I need to talk to someone who can help me with my issue. I try to call and I either get hung up on or speak to people who have no idea what is going on
Customer Answer
Date: 10/02/2023
Please cancel complaint
Initial Complaint
Date:10/02/2023
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 a Microsoft Surface Go which was not working properly. I decided to pay the $400+ for an after warranty replacement. The Surface Go 2 I was sent as a replacement (after I mailed in my failed device) was not as I expected (my fault, I didn't properly read the specs).I decided to return the Go 2, and was refunded the appropriate amount.I have now asked the Microsoft return my original broken device, and have been told that the "no returns" policy had been explained to me, and that they are keeping my original Go.I made the following points to customer service, and they still refuse to return my original, broken Go."I'm not sure I understand the principle for the policy. I bought and paid for an item from Microsoft; I returned that item and was refunded for it. OUTSIDE of that transaction, Microsoft gained possession of my old device...they are by far the winner in this scenario. As the customer who has sent in a malfunctioning device which was not examined or repaired... In the current situation, Microsoft can refurbish my device and profit from an item they do not own."And "... this is the first time I have ever sent something in for a repair to a company, and they kept it. It's very strange."(File #**********)I hope you can help.******,*************************,
Business Response
Date: 10/06/2023
Dear *************************,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/11/2023
Thank you very much for the follow up.In regard to the response from Microsoft, there is no stipulation as to how long it will be before I am contacted, nor what the actual solution will be. I am a little skeptical that this is a delay tactic and they will end up doubling down on their position.
Thoughts?

Cheers,

*************************,
************
Business Response
Date: 10/18/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated the case **********,we see that our customer support agent contacted your regarding the surface device, unfortunately the original device was no longer available, however a refund for the repair fee was placed. Microsoft will consider this case as closed and no longer will be responding.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/02/2023
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.
The Xbox One X retimer chip is a now widely known and common manufacturing defect issue that occurs a short period later with these systems. I am seeking partial compensation for this product that should have been recalled from the market I am now stuck with considerting a costly repair. I am only seeking a small fraction in compensation considering the total amount of mopney I am out with microsoft over the last 20 years in totality across several pieces of hardware/software - run into the four figures. I am only brininging all of this to attention just now - minus a previoud $10 dispute over a cheap digital game issue. The $150 is what I expect to icur for seeking out a third party repair service.
Business Response
Date: 10/06/2023
Hi *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your points Xbox One X and compensation request.
We understand you and are sorry to hear that.
Unfortunately, we cannot compensate it as per a request, however if your device is under warranty, you can send it for inspected by our respective Hardware Team. If the Xbox cannot be repaired, you will receive a replacement instead.
Please follow this link for further information
Getting your Xbox device serviced | ********************** Support
For future issues, feel free to visit Microsoft.com to get assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/07/2023

Complaint: 20683072

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
Date:10/01/2023
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 was prompted to change my email to outlook from microsoft mail. It had me transfer my ****** mail account and now I am receiving spam and unwanted ad emails. It said the upgrade was 100% free. It did not say they were selling my email address and forcing me to receive ads I do not want.
Business Response
Date: 10/06/2023
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:10/01/2023
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.
The Xbox subscription is normally $14.99 for gamepads, plus tax and that comes to $16.19 (8%). That's what I've been paying for months. The past 2 months I've been charged $18.35. The chat rep tried to say it was a shipping tax of $1.36 which makes no sense because there's nothing being shipped.
Business Response
Date: 10/06/2023
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/01/2023
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.
For almost a year Microsoft Xbox live has been charging my account and at times making it overdraft. I made a onetime payment for something for nephew over a year ago. I do not own a Xbox. I attempted to settle this issue but is unable to do so because I do have an account with ********************** and can never speak with a live rep. I cokdnt dispute it online because as I stated I dont have an account . I attempted to dispute all charges with my bank but was told that I would have to get another debit card which is an inconvenience for me because I have a lot of bills set up on auto pay. I want my money back and the over draft fees I have been paying each month due to this matter. This has been an ongoing issue all of last year and this year. I am being charged $10.79 a month and each month my bank has charged me an overdraft fee of $28. That is 22 months of these charges. If you want 22 months if bank statements I can provide that if needed. However I sent a recent pic from my online account.
Business Response
Date: 10/06/2023
Hi ********,

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

Customer Answer
Date: 10/06/2023

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 would like for them to contact me to resolve this matter and refund me my money.
Sincerely,

***********************************
Customer Answer
Date: 10/06/2023
What is the time **** they have to contact me? And if they dont do it in a reasonable time, do I reach back out you?
Initial Complaint
Date:10/01/2023
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 have opened an account with ******************** over two decades ago and it has been one of the major means of communication for both my business and personal life. With the creation of two-step authentication, Microsoft has encouraged the use of the Authenticator App to the point where Microsoft recommends it every time Iogged in until I finally utilized the tool. Recently, I factory reset my cell phone and, as a result, the Authenticator App was removed and disassociated with my account. While attempting to log into the Microsoft account, it requires the Authenticator App to be used; however, the Authenticator App is unavailable due to the phone reset. Microsoft does not provide direct support leaving users who have become reliant upon the service they cannot support access to. Telephone calls result in hang ***** no ability to seek assistance.This is a lifeline that is cut from users because they push a product they dont support.
Business Response
Date: 10/06/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/01/2023
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.
These fools keep lying about offering support on their website! They keep redirecting me to articles that don't do a **** thing! They also lied about their points offers! "Available to first-time Microsoft Start app installs only. Limit one offer per person.""Search with Bing on the Microsoft Start app for 2 days within 14 days after app installation to earn the 500 bonus point"I did both of these and never got the points----false advertising! Disgusting company!
Business Response
Date: 10/05/2023
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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/10/2023

Complaint: 20680871

I am rejecting this response because: They are not answering my follow-up issues!

Sincerely,

***************************
Business Response
Date: 10/18/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated the case **********, we see that our customer support agent is in communication with you and waiting to validate some information, please keep in contact with them until a solution has been reached.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Customer Answer
Date: 11/29/2023
************** Accounts & Billing Support Advocate ^This person is nothing but a moron who did nothing to resolve my issues! My points don't add up right and they don't even load up! He just made excuses and tried to deflect blame onto other people! What a waste of money we pay these "experts"!
Business Response
Date: 12/05/2023

Hi Junior,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your points request.
After further review, based on the previous case number **********
You were provided ***** reward points as a goodwill gesture to *************************.
We stand with the resolution provided.
For future issues, please visit Micorsoft.com.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 01/15/2024
This company is pathetic! They don't let me upload my receipts for cashback because of their technical errors! And they said they gave me $1.44 in cashback but my balance is still the same! Disgusting!
Business Response
Date: 01/26/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we sorry to hear that the resolution given was not the one you were expecting, please feel free to reescalate or get in contact with another agent, visit ******************************************************** call ************.

Microsoft Corporation
Customer Answer
Date: 08/05/2024

Complaint: 20680871

I am rejecting this response because:
You never addressed the tire rack purchase! Your unprofessional employee ignored it multiple times! She only addressed the gas cashback offers! For the tire purchase on Tire rack, I activated the offer via the Microsoft shopping extension and I am owed 6% of $586! Don't give me excuses because I will take legal action if necessary!

Sincerely,

***************************
Business Response
Date: 08/08/2024
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, could you please indicate your last case number for us to investigate the issue and take actions, as we have not addressed your issue correctly.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/08/2024

Complaint: 20680871

I am rejecting this response because:
No, I gave you my evidence of my tire rack purchase that hasn't received the 6% cashback! You have not honored that to this day!
Sincerely,

***************************
Customer Answer
Date: 08/08/2024

Complaint: 20680871

I am rejecting this response because:
No, I gave you my evidence of my tire rack purchase that hasn't received the 6% cashback! You have not honored that to this day!
Sincerely,

***************************
Business Response
Date: 08/19/2024
Dear ***************************,

We have reviewed your escalation and can see that our agent has assist you with your issue and has provided you with 2000 reward points as a goodwill gesture, Microsoft will consider this case as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/19/2024

Complaint: 20680871

I am rejecting this response because:
First of all, you never gave me 2000 points! Second of all, you owe me $35! 6% of $586 is $35.16---not $2 (2000 points)! You owe me ****** points as proved in the screenshots! You don't call the shots whether this issue is resolved or not, especially after lying! You're too cowardly to even sign your name on this rebuttal! Disgusting company!
Sincerely,

***************************
Business Response
Date: 08/22/2024
Dear ***************************,

We have investigated your case ********** and can see on our case notes that the agent had provided you 2000 rewards points on 10/19/23, and that at the time of the purchase your account was not logged into the service thus the cashback was not awarded, Microsoft support works with case numbers, if you have a more recent case please provide it so we can investigate the latest actions, if not we will consider this case as closed, as the agent working the case previously mentioned has provided you with all the information via email on the specified date.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/23/2024

Complaint: 20680871

I am rejecting this response because:
Stop diverting the issue like a con-artist! That email had nothing to do with rectifying this issue that occurred a few months later, you imbecile! Put your name on the rebuttal and say it with your chest instead hiding behind "Microsoft Corporation" at the end like a coward! What part of 2000 points does not equal 6% of $586 don't you understand! I sent this exact issue and proof backing my cashback claim to the ********************************* email multiple times! Your agent, ********** from service request ********** did the same thing you're doing right now---behaving like a shady snake-oil salesman! Why offer cashback on Microsoft Shopping if you're not going to honor it?! You owe me the 6% cashback! You're disgusting!

Sincerely,

***************************
Business Response
Date: 10/28/2024
BBB ID ********

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

Thank you for contacting Microsoft Corporation. We have thoroughly reviewed your case number **********.
After a detailed investigation, we found that during your communication with our agent on May 14th, it was noted that your account was not logged into our service at the time of purchase. This resulted in the absence of cashback for the transaction. Additionally, an investigation was done to the information submitted on December 2023 and no data was found, thus leading to the decision taken. However, as a gesture of goodwill, our agent has awarded you 2000 points.
Based on our policies and the current evidence, we must uphold our decision.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/30/2024

Complaint: 20680871

I am rejecting this response because: Once again, you're lying! If I wasn't logged in then I wouldn't have received the email saying cashback is on its way! It was never paid to me. And goodwill?! 6% of $586 is $35.16---not $2 (2000 points)---which also hasn't been paid to me! You're a thief and I already submitted a complaint against you to MD's ********************************************** Disgusting crooks!

Sincerely,

****** *******
Initial Complaint
Date:09/30/2023
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 a Microsoft account a few years back. Did not realize they were going to charge a recurring charge every year. When I was charged last year, I called and disputed charges with the bank ($12 charged in Sept 2022 and then $106.74 charged in Sept 2022). I was reimbursed for those charges and received a new debit card to avoid those charges in the future. I then received the same two charges this past week, one year later, after I canceled. First, I would like to know how they got my new bank card info. I Received a phone number for Microsoft from the bank. Called Microsoft and it is all automated. They DO NOT allow you to speak to a real person. Instead they direct you to their website, where I have spent the last hour trying to navigate. I signed in to the account and do not see where I am being charged but when they offer a button to cancel your subscription, it brings you to another screen where there is no option. At this point I would just like a phone call from a real person who can help me get this resolved.
Business Response
Date: 10/06/2023
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: 10/09/2023
So Microsoft contacted me and asked for a copy of my bank statement showing I was charged. I sent that and attached is their response. I am hoping this does not get delayed.
Customer Answer
Date: 10/12/2023
After days of waiting, I received an email from Microsoft detailing how I can go into my account and see where I have been charged. This email also stated if I do not reply within 24 hours my case would be canceled..
I cannot access my account because I do not even know the login information. It has been well over a year since I have used it.
This email also stated if I still needed help, I could send them a copy of my bank statement- which I did originally. How can they not be able to lock my account if they have this info? I feel like I am getting the run around. I just want this resolved. They should be able to locate the account tied to my bank account and cancel my subscription.

Customer Answer
Date: 10/14/2023

Complaint: 20679282

I am rejecting this response because: Microsoft sent me the same generic email response to every email I have sent them. I already sent them a copy of my bank statement which these generic emails keep stating to do in order to assist further. Unfortunately I do not know my sign in information because the account has not been used in over a year. There HAS to be a way to for Microsoft to link the charge to an account.

Sincerely,

*************************
Customer Answer
Date: 10/15/2023
Attached is yet another generic response received 10/15 after I sent a response (copied BBB yesterday). I am getting the run around.
Business Response
Date: 10/17/2023
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 case remains active and our agent contacted you today. Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/18/2023
Honestly this is RIDICULOUS. I sent ****** a response to his email from yesterday with answers to all of his questions. Today I receive an email from him stating my email was blank! It WAS NOT BLANK. He just didnt scroll down to where his questions were. I answered everything I could. This has been going on now for two weeks! How difficult is it to locate the account? It sure was easy for them to take my money, but it takes two weeks for them to find my account to cancel?? I have requested a PHONE CALL to actually speak to a real live person. I bet that isnt going to happen..
Customer Answer
Date: 10/22/2023
Received above email today advising case has been closed and unresolved. I do not understand how they cannot find my account and validate it. So now what? Again, how can they pull money from my account but not know what account it is linked to?

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