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 Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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:09/29/2022

  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.

  we ordered an xbox from this provider and it was claimed to have been delivered on 8/19/2022. But the xbox was signed by the name ******* which is no one who lives at my address. ***** also has no images to prove it was ever placed on my porch. I have also found out there was someone on base that day who passed through the gate named ******* who was a mover working just down the steeet from my house. its obvious what happened here. Microsoft claimed they opened a claim with ***** and my claim was denied(***** denies there ever being a claim. i asked Microsoft to again provide more information to myself and ***** to resolve this. this is unacceptable business and im going to tell everyone not to get involved with them as a purchaser. They have been giving me the run around for too long now and I need a resolution to my $500 item that I have never had in my possession. Horrible horrible service. Refund me and make it right.

  Business Response

  Date: 10/07/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issue. 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 7008643863.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/28/2022

  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 Xbox Series X was lost during delivery, and Microsoft Store Support refused to refund me ****** USD.Let me brief the timeline,Aug 26, I ordered an Xbox Series X with Microsoft Complete on Microsoft Store with my Microsoft account balance Aug 31, I found some scratches on the new Xbox, so I contacted support for replacement.Sep 14, Microsoft confirmed they received my scratched Xbox, and send out the replacement on the same day.Sep 14, The replacement was delivering by Javelin Logistics for same day delivery. The tracking site showed that it was delivered around 10PM, and signed by "***" ("***" is my name on the shipping label). However, I didn't see nor sign the package.Sep 15, I called Microsoft Store Support immediately at business hour about lost package saying that I didn't receive it nor sign the package, and asked for refund.Sep 20, Microsoft Store Support replied me that since the package came with proof of delivery, and it was signed by "***" (my name on shipping label), they won't refund me.Sep 20, I called immediately to Microsoft to deny the signature, and asked to BAN the stolen console.Sep 21, My apartment manager confirmed that the security cameras captured a delivery car parked in the driveway, and left in a few minutes. But the delivery guy didn't enter the building.Sep 21, I called Microsoft Store Support again saying that I have strong evidence of the package not being delivered to me. The support in the phone said he saw the case was closed, and he was following with that. The support promised he would call me back after 10 to 15 minutes. However, I never got a call back.In short,- Microsoft lost my Xbox replacement during delivery.- I have security camera clip showing that it was not delivered.- Microsoft refused to refund me ****** USD because it shown as "delivered"- After multiple contacts, they were not resolving my case.

  Business Response

  Date: 10/06/2022

  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

  Customer Answer

  Date: 10/12/2022

   
  Complaint: ********
  
  I am rejecting this response because:

  I have been waiting since last Thursday to be contacted by Microsoft. It has been 3.5 business days, and no one has ever reached out to me.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/21/2022

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR ***************** we see that a FT4 Specialist ************ contacted you regarding your grievance last communication on October 21st with the following resolution: "I am currently in communication with additional teams regarding the status of the investigation, and I am currently pending more information. I do not have new information available at this time, but I am monitoring the situation closely in order to provide an update as soon as possible. If you have any questions,please feel free to contact us."
  
  
   We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 10/28/2022

   
  Complaint: ********
  
  I am rejecting this response because:

   

  The case was immediately closed after they said they won't refund, as well as the communication channel, without my confirmation. Microsoft keeps saying that someone signed my name for the package, so they won't refund me.

  - I denied my signature immediately in the business hour the package got stolen. The forged signature won't match any of my signature.

  - I sent Microsoft my apartment security camera video clips, which clearly shows that the driver did not deliver the package. However, Microsoft completely ignored the video clip. Microsoft believes the only stupid evidence they have -- a fake signature.

  - If any signature is valid, should I sign "*******************" on a letter asking Microsoft to refund me? It is ridiculous! I already proved that the package was not deliver with video clip.

  - Microsoft's customer service, ******************** so-called investigation are jokes. Any fake signature is able to fool the company.

  - I would get my money back on Small Claims Court -- let the court teach Microsoft Support team what is real evidence.

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

  Business Response

  Date: 11/04/2022

  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

  Customer Answer

  Date: 11/29/2022

  I am rejecting this response because:

   

  The Microsoft support case ********** was closed again without my consent, as well as the communication channel. Even though I have received the replacement, however, I need a answer about the activation date on the replacement device.

   

  - As the communication channel Microsoft support case ********** was closed, so I can only follow-up with Microsoft on BBB.

   

  - The Xbox console (serial number ************* I received on Nov 2022 was activated back on July 2022. I am looking for an explanation from the Microsoft repair/hardware team why this is the case, and whether this console is new or refurbished/used.

  Business Response

  Date: 12/13/2022

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox replacement. We apologize for all the inconveniences you have experienced so far, we opened a new case for 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:09/28/2022

  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.

  Approximately 2 months ago I switched my mobile phone service from ******* to **** (which has proven to be the biggest mistake ever). Since then my old emails did not come over to the new IPhone 13 pro *** which costs over $1000. Ive been told that because it is a hotmail account it is owned by Microsoft. No one at the **** store, the Microsoft store can retrieve my old emails, many of which I desperately need. When I call the Microsoft phone number given to me Im told (by automation), that everything has moved online it then hangs up. Ive driven from *********, ** to ***************** twice and was given the run around back and forth to the **** store and back to the Microsoft store. When I go to www.hotmail on the web to get help, there is a fee in addition to a monthly charge. I should not have to pay for technical help for a phone I paid over $1000 for and was not set up correctly from the start. I cant travel because I cannot receive emails from the airlines and I have airline credits in those old emails that I need Im order to use them. I also have a trip that Ive paid for coming up in December to ***** but have no access to my information (payment status etc). Please Help, ** desperate and have tried every avenue to solve this. My mobile phone number is: ************. There is a good chance that you will not reach me if you use my hotmail address just as many other emails have not reached me. Thank you in advance.

  Business Response

  Date: 10/06/2022

  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 again 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:09/27/2022

  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.

  This started in the Spring or Summer of 2022. I have a personal computer with Windows 10 as the operating system. I have Microsoft Office 2007 installed on my computer. It has worked well. When I try to access documents on my computer prepared through this program now, Microsoft/Windows 10, unilaterally, decides to open them in Word 365 and will not let me access the documents to edit or send them, etc., unless I purchase this newer product. I already purchased Office 2007 and my use of it should not be interfered with. Can you do something about this or direct me where I can go to get help with this issue? It is impossible to try to contact Microsoft without incurring some obligation.

  Business Response

  Date: 10/04/2022

   

  HI ***************************,
   
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern about Office 2007.
  We regret informing you that version is out of the market.

  Feel free to visit this link and get the newer version to continue enjoy Office.

  https://www.microsoft.com/en-us/microsoft-365/previous-versions/download-office-2007

  Thanks for understanding.

  Sincerely,  
  Microsoft Corporation 

  
  

  Customer Answer

  Date: 10/17/2022

  Office 2007 has been "out of market" for years. Yet, on successive computers, with subsequent Microsoft operating systems, I have been able to use it as I am using it now to type this rebuttal. If I save this letter, however, and try to open it later, Microsoft will block my access to it and direct me to purchase its new product. 
  

  I purchased Office 2007 and it still "works". Microsoft has no business deciding what software programs I can use and not use.

• Initial Complaint

  Date:09/27/2022

  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 think i already filed a complaint but I did not get confirmation email. I apologize if this is duplicate. yesterday when i left for work my outlook email app worked with no problem. Came home from work last night and all messages gone from inbox before 9/23/22. two attempts to have it repaired, CSR denied that there was a problem and refused to escalate my call telling me that there is not call escalation allowed at Microsoft. I have Office 365 and my understanding is that Microsoft offers tech support for Office 365. Please have a compentent, helpful person contact me to retrieve my lost email.

  Business Response

  Date: 10/03/2022

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the account in question.
  
  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  
  
  If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
  
  Sincerely,
  
  Microsoft Corporation
  

• Initial Complaint

  Date:09/26/2022

  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.

  Im sending a complaint because my Xbox account was falsely banned, and I submit an appeal with their enforcement team but it was denied. The reason for the ban was for displaying, sending or sharing sexual content. I have not sent a message on my device in years now, and mostly use my Xbox to watch TV. The allegations are totally false. The appeal provided no details, proof, or any help at all with my ban. I have also been playing on this account for over a decade now so I have spent a lot on games that Im not able to get anymore. September 25th was the date of the appeal. This is obviously frustrating and I would have liked to handle it with Xbox support, but it seems there is no way of that happening. Because that is unfair is why I am contacting the BBB and hopefully workout a solution. Thank you.

  Business Response

  Date: 10/05/2022

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account ban. 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 7008579450.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/05/2022

   
  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:09/26/2022

  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.

  On September 5, 2022 I could not login to my Microsoft account. The message stated that I violated Microsoft Service Agreement and my account get locked.I submitted the form to recover the account but get only generic response with no details of what of my actions caused it.Im absolutely sure that I did not violate any of the rules on the Microsoft Services Agreement.I have made several calls to the customer support, but they were unable to resolve my problem.I was loyal customer of ******************** for over than 20 years. I spend thousands on Xbox gaming consoles, games, windows, professional certifications etc.My account was blocked without any notice. I lost access to everything and can not use software and hardware that I bought. I could not use my balance on skype and in fact it is expired because I lost access to it.The way Microsoft threat loyal customer is unprecedented! I submitted Notice of Dispute to Microsoft Legal team demanding to restore my account, apologize and compensation.If this won't help my next step will be to proceed with arbitration and court.My account: ****************** Initial request number to restore account: SIR11154396. ****************** request number: **********.

  Business Response

  Date: 10/04/2022

  HI ******
   
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issue. After reviewing your complaint and further research we found a previous service request number 7008128423
  Which case stated as follows:

  We evaluated your appeal and verified your account was properly closed for a serious violation of the Microsoft Services Agreement. https://www.microsoft.com/servicesagreement/default.aspx#3_codeOfConduct
  Pursuant to our terms, we cannot reactivate your account, nor provide details as to why it was closed. 

  For any subscriptions associated with the account, Microsoft will immediately cease charging the credit card on file for recurring charges.

  This represents Microsofts final communication regarding this account.

  We stand with the response provided by our Relationship manager.

  Sincerely,  
  Microsoft Corporation 

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18131643
  
  I am rejecting this response because it is not solving the issue. Microsoft just digitally killed and robbed me for thousands of dollars spend on their software/hardware for last 20 years which I can no longer use. At this stage I'm engaging the lawyer.

  
  AD 

• Initial Complaint

  Date:09/26/2022

  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.

  The reason for my complaint is as follows. At 3:23AM, I had found out that my Xbox Live account was hacked and I was completely locked out of my account. I had tried multiple times to reach out to Microsoft to fix this issue. Only for them to tell me that they won't get back to me for 24 hrs when the hackers have my financial information. Microsoft does not have a direct line to call them and the only way I was able to get them to call me was through their website. This company has been trying to eliminate human contact when it comes to people signing up for subscriptions. The remedy I am seeking is for a member of their executive team to call me immediately as this is unfair to the consumer who is paying for a service through the internet. I have multiple emails from who I talked to about this issue and I need an immediate solution ASAP. My name is *********************** and my phone number is **********.The number that Microsoft had contact me from is ************ and I had spoke with ***. I have an email from them to provide if need be.Thank you and I look forward to fixing this issue.

  Business Response

  Date: 10/04/2022

   

  Hello ***********************,

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

  After further review of your account ******************** based on our tool there is not any suspension nor any recent purchased under you account. In addition,there is not any payment instrument on it for your tranquility.
  In case you need further assistance please contact Microsoft.com

  Sincerely, 
  Microsoft Corporation

  Customer Answer

  Date: 10/04/2022

   
  Complaint: 18129489
  
  I am rejecting this response because: Based on the evidence above that is not true. The hacker deleted my account and took over my gamertag which is Swatteam29. I cant play my Xbox because of this situation. The case number is ********** if you want to reference this and I have spoken to your agents many times already and I cant use a system that I paid money for plus the games and monthly service that came out of my bank account. 

   

  I asked that someone look into this and correct this immediately so I can use the product I paid for. With all due respect your evidence is incorrect because my bank account says otherwise. If you want to have a civil conversation, please call me at ************ and I would welcome you and myself figuring this out together so we can reach a common goal in addressing this issue.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/10/2022

  Hi *****,

  Thank you for the information provided.

  Please followed the instruction provided by the agent 

  Re-open the case if needed further explanation.

  This was the last email sent;

  Service Request 7008215461
  Greetings *****,
  My name is Ana with Microsoft Support. I appreciate your patience while I performed an investigation on your account. Account security is a top priority at Microsoft. Our External Advanced Capability team is dedicated to investigating and validating fraudulent activity. The account and billing activity associated with your Microsoft account was thoroughly reviewed by our fraud team and I can confirm your account was compromised. At this time, I have taken the appropriate measures to secure your account. Please see the information below to regain control of your Microsoft account.
  To recover your profile, I had to re-associate your Gamertag to the available Microsoft account you provided during your investigation: ***************************. Your Gamertag, Achievements, Gamerscore, any downloadable content that you've purchased and any currency that is on your account remains the same. The only thing that will change is the email address that you use to sign into your account. You will need to use *************************** when logging in to your Xbox Live profile.
  Note: The change that has been made to your account can take up to 24 hours to fully transition in our system. If you encounter issues with your subscriptions or continue to have problems after 24 hours, please respond directly to this email. If you notice that your achievements are not syncing correctly, please log into the impacted games and update the Microsoft account ID to resolve the issue.
  Please take the following steps to regain control of your Microsoft account:

  
  Step 1: Delete your Xbox Live profile.
  Now that your account has been renamed, you will need to delete your profile from the console and redownload it with your new credentials. To do this, please perform the following steps:
  Xbox One console:
  Press the Xbox button to open the guide. Select Settings.
  Select All Settings.
  Under Account, select Remove accounts.
  Select the account that you want to remove.
  Select Remove to confirm.
  When you are finished, the page will close and return to the main menu.

  
  Xbox 360 console:
  Go to Settings and select System.
  Select Storage.
  Navigate to Storage and select Storage Device. Note: If you do not connect any external storage devices to your console, select Hard Drive.
  Navigate to Profiles then select the profile that you want to remove.
  Select Delete to remove and Close.
  Step 2: Download your Xbox Live profile on your console.
  For security, I have removed access to your profile from all consoles it was associated to. You must now re-download your profile. Complete the following steps on your console:

   

  
  Xbox One console:
  Press the Xbox button to open the guide.
  On the Sign in tab, move all the way down and select Add & manage.
  Select Add new.
  Enter the email address for the Microsoft account, and then select Enter. Important: Do not select Get a new account unless you want to create a brand-new Microsoft account.
  Enter the password for your Microsoft account, and then select Enter. If you have forgotten your password, select I forgot my password.
  Read the Microsoft Service Agreement and Privacy Statement, and then select I Accept.
  Follow the steps to configure your Sign-In & Security preferences to add your Microsoft account to your Xbox One console.

  
  Xbox 360 console:
  Press the Guide button on your controller.
  Select Download Profile. Note: Not seeing Download Profile? This means that you are signed in under another profile. Press the X button on your controller to sign out, and then select Download Profile.
  At the bottom of the Download Profile screen, select Download Profile. Enter your Microsoft account ID and password when prompted.
  Enter the email address of the Microsoft account that is associated with your Xbox profile.
  Enter the password for your Microsoft account, and then select Enter. If you have forgotten your password, you will need to reset your password.
  If you use external storage on your console, select the storage device on which you want to save your Xbox profile. If you do not use external storage, your Xbox profile will begin downloading.
  Step 3: Set your Xbox One home console.
  Go to the Settings hub and choose My Xbox.
  Select My Home Xbox.
  Select Make This My Home Xbox.
  If you would like to learn more about account security, please visit the following pages:
  How to add security info to your Microsoft account
  How to help keep your Microsoft account safe and secure
  As a goodwill gesture, I have applied 1 month of game Pass Ultimate to your Microsoft account.
  Thank you for your understanding and patience during the investigation. You are a valued customer, and we look forward to seeing you back on Xbox network!
  Sincerely,
  **********
  Microsoft Support

  Sincerely,

  Microsoft.

• Initial Complaint

  Date:09/25/2022

  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.

  Ive been trying to recover my Microsoft accounts for months, have contacted support and no one is responding.My one account keeps saying something about unusual activity and to reset my password but the recovery email is old and I dont have access to it anymore. I answered my security question and it still doesnt let me through to reset my password (Support # SIR11278303).My other account keeps saying that the sign-in is blocked and to also reset my password and again, I no longer have access to the phone number that its asking me for because its an old number, yet it isnt giving me any other option to reset (Support # SIR11125408).I have filled out so many recovery forms twice every single day, providing all the information but to no avail. This is ridiculous!!

  Business Response

  Date: 10/03/2022

  Dear *******************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address you want to regain access to.
  
  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help to further assist you.
  
  If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/03/2022

   
  Complaint: 18127107
  
  I am rejecting this response because:

  It was no help at all. I have already provided what youre asking. 

  
  Sincerely,
  
  E M

• Initial Complaint

  Date:09/24/2022

  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.

  Purchased Microsoft Office 2019 less than a year ago Had to wipe my laptop recently and purchased a one-time install of Microsoft 2019 for MAC laptop. Trying to reinstall product it says password is incorrect. NEVER changed password, have it saved by photo displaying Microsoft website new email and show password, also a keychain backup of the password the email ************************ Updated my new number last December. When attempting to reset password it is displaying old number. Contacted Microsoft, filled out their form and was told it takes 30 days to get a password reset. Which is insane, /I asked for a refund to re-purchase software since /I am unable to reinstall the product because its associated to the email account listed above and /I locked out. Said no, now I am out of ****** plus.

  Business Response

  Date: 10/03/2022

  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 again 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: 10/05/2022

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