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

5,672 total complaints in the last 3 years.
2,344 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:11/01/2023
Type:Product 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 cannot get into my administration account. I need help with this matter. I have tried to call Microsoft at various numbers. None will let me through to a person. They say to go online. I cant go online as my administration account does not work. I have tried to talk through the prompts and I get nowhere. One number must remember as I call again and it immediately says to go online and hangs up on me. I need help with this matter. I have tried to email and it will not let me as I dont know email addresses. I have called *****************-642-7676, ************, ************, ************, ************, ************, ************. Please assist me with being able to do whatever I need to do to be able to do things in my Administration account. *********************** *****************************************************. ************, *******************
Business Response
Date: 11/07/2023
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: 11/07/2023

Complaint: 20813108

I am rejecting this response because: When I get the call from Microsoft like the response from them said, then it will be fine. I have not had a call from Microsoft yet.

Sincerely,

***********************
Customer Answer
Date: 11/08/2023
Microsoft closed my request no contact to me at all. I don't want this BBB closed until they contact me.

Hello,
Thank you for using Microsoft products and services, we appreciate your business. This email is to confirm that your support case has been closed, the details of the service request case are as follows:
Service Request #:**********
Closed Date: 11/08/2023 2:40 PM UTC
Did we resolve your issue?
Yes, during my first contact
Yes, after multiple contacts
No

Business Response
Date: 11/17/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we will investigate this issue internally with multiple teams, we will also open a case on your behalf with the right team, they will provide you a case number.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/27/2023

Complaint: 20813108

I am rejecting this response because:

Sincerely,

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

I know nothing about a Microsoft Case number, they have never supplied me with one. I have not been contacted by them either. I need to be contacted by Microsoft to to resolve this matter.
Business Response
Date: 12/05/2023

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. We understand your frustration about the current issue.
If you have not been contacted yet, please go ;
Contact Us - Microsoft Support and below on your left click on Business assist and sign in with you account to get direct support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/19/2023
I reject as I have never heard back from them.
Business Response
Date: 12/20/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation, 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.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/20/2023

Complaint: 20813108

I am rejecting this response because: I called the "************ " number and said that I am having issues with my admin account and it said for password issues to go to a website blog or whatever it is. And hung up on me. I am not having a password issue. Please refer to the main complaint that is what I need help with. This is why I originally made the first reach out to the BBB as I cannot get to a human via email or phone. I need to speak with a human, not be hung up on by a automated system. I will only accept resolution if I get to speak to a live person from microsoft over this matter.

Sincerely,

***********************
Business Response
Date: 01/08/2024
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent 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: 01/08/2024

Complaint: 20813108

I am rejecting this response because: When a person from Microsoft contacts me, that will be fine, but this has gone on for months now and no contact as of yet from Microsoft.

Sincerely,

***********************
Customer Answer
Date: 01/09/2024
I got a call today from them when I was at work, can't take calls there. Found out later when I went on break. I had to listen to the message 3 times as the representative spoke like a whisper and bad connection or a combination of both. After the 3rd time, I finally figured out who it was. But there was no number to call them back and as well as a name to ask for. I am still waiting to be able to call into them and a name to ask for. Then I get a email from microsofdt that the case is closed. So you call once, leave a message and close the case?
Business Response
Date: 01/19/2024
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, our agent has sent the details of the communication to your inbox. Please check your inbox for the details and feel free to reply to their email. If you have any further questions or concerns, please do not hesitate to reach out to us.We are always here to help.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/19/2024

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:11/01/2023
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 purchased windows 11 from the Microsoft website. I tried to install it on my new desktop but the code key did not work. I called at least 7 times to get this resolved but the technicians were not able to get it to work. However, they were not able to refund my money because it was greater than 30 days since I purchased it. I had to go to bestbuy and purchase the same program and the code key worked without a problem. When I purchase the software the company did mention that returns have to occur within 30 days. Essentially, this was not a return. This was a defective code key since it did not work. The company could have just issued a new code key and resolved the issue but instead I had to get a new program key and refused to refund my money for a defective product.
Business Response
Date: 11/06/2023
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issues.
After reviewing the email address ************** based on the order history this was purchased on August 8th,2023 and the time frame for refund request is over.
We are sorry if this is not the response you were looking for.
In case you need further assistance, feel free to visit Contact Us - Microsoft Support
*********************************************************** to get help

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/06/2023

Complaint: 20812691

I am rejecting this response because:

when I purchased this software it said free returns. No where did it state there was a time limit before I purchased it on the description. See attachment. Also, this is a warranty issue since you sold me a defective code key. I have other pc computers that I purchased software and they are updated free of charge.
Sincerely,

*****************
Initial Complaint
Date:11/01/2023
Type:Product 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 the past two weeks, I have been unable to sign into my account due to password issue. I have been block and made several attempts to "verify" with as much information I can remember to "verify" my account. I believe no human are monitoring any information being sent via email or online submission. Each time I get an email saying an "automated system" can't verify my information. I am the administrator for my company and I used the owner credit card to purchase (renewed) services to which I no longer have access and unable to work and do my job. I have made several attempts with their "so called verification system" but it is very difficult and cumbersome to complete and they do not provide any type of phone number for you to call. However, they ask for your "phone number" but you never get a call. Only automated email!!! This experience i am having is putting me behind in work and hindering the productivity and flow of company business and I find this to be troublesome and I am sure Microsoft wouldn't like it if they are not being productive and held back by other companies. I'm trying to get access back to my account to I am able to work productively and not to be hindered no longer. I have already changed my password on several occasion attempting to rectify this issue. A renewed services has already been paid in the amount of $99.99 on May 3, 2023. I would like a contact number to someone I may speak with to resolve this issue so that I may get back doing my job. Thanks!
Business Response
Date: 11/07/2023
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: 11/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I don't hear from them within a given amount time, I will like for this case to be reopen for further resolution. Thanks!

Sincerely,

*********************
Customer Answer
Date: 11/14/2023
As of today, have not received any phone call from Microsoft. Since then, they are retaliating and being a bully and refusing to correct the situation. There is an ongoing service subscription. The last renewal was on March 3, 2023 at the cost of $99.99 to renew next year in 2024. I have provided all I can to result this issue of my account being blocked due to an error of my password. They are refusing to change my pass word by causing error messages through their system with my company email. It's going on a month and they negligence on their part failing to respond to a customers inquiries is costing my company money and delays of productivity. Again, my account is the main account. However, I don't have access to the credit card that was used. I have provided Microsoft with all information that is in my possession however, they non human monitoring system is rejecting my information which in not allowing me access to my account. This is very absurd and over exaggerating process just to unblock an account that is legitimate and not of fraud. Microsoft needs to be held accountable and all that are involved.
Business Response
Date: 12/08/2023
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: 12/12/2023

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. This really doesn't satisfy me because the first resolution never happen and they never contacted me as they said they would. However, I will roll with this for now and see if they will follow through with this one.

Sincerely,

*********************
Initial Complaint
Date:11/01/2023
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.
My fianc account was compromised. I cannot retrieve anything on the original email that the account was set up with. I no longer have access due to the fact it is not existent anymore. It is a AIM account that is no longer existing. I do have the current email that is like linked to the account and all of the information needed. I have my gamer tag my credit card information. I can tell you the last five purchases I can tell you all of my purchases.I could not get a representative on the phone. I was hung up twice by a supervisor. I was on the phone with a representative, pretending to be a supervisor and changed his voice and then hung up on me when I called him out on it. Every time I call and I am blocked and sent to your email support. This is absolutely ridiculous the next step is court. I will file a small claims court. I am going to the attorney generals office as well. MJK617 gamer tag Email is ************************
Business Response
Date: 11/06/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your fianc s compromise account.
After reviewing the email address ************************ we could see you successfully reset the password and regained the access.
In case you need further assistance, feel free to visit Microsoft.com to get help.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/01/2023
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.
Tonight without warning, my Outlook account shut down with a message saying "All done for the day. Enjoy your empty inbox." The whole application was shut down in front of me and apparently everything on it has been trashed. I'd like an explanation AT ONCE because I have done nothing to justify such an action.I am redirecting all my emails now so as to avoid using Outlook in the future. I do not find such an action remotely justifiable. If I do not receive an acceptable answer within the next 24 hours, I will take whatever measures that I must and I will cease using Outlook completely. To be honest, i was not happy with it to start with, but this action is its deathbed now; I have no desire to be wronged so severely and without any justifiable reason.
Business Response
Date: 11/07/2023

Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Outlook account incident.
We understand how frustrating that can be.

We would like to recommend you get assistance directly by visiting outlook support.
How to get support for Outlook.com - Microsoft Support
*******************************************************************************************************************************

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/31/2023
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.
Microsoft repeatedly renew their service on my laptop. I keep trying to stop them from automatic renewal. It has been very difficult for me to speak with someone about the issue. My bank did an investigation into the issue and it was not resolved to my satisfaction. After receiving the bank's results, I called the bank and asked for the company's contact numbers they used so I can finally speak with them. I ended up receiving two different contact numbers from the bank. Neither one assisted me with ever speaking with a real Microsoft employee. I want them to stop automatic renewal and I need them to stop using the credit card they are using (without my continued permission). I do admit I was not comfortable with signing into an account because I did not want them to think it was okay to continue as is. I cannot understand how the bank claim 2 different contact numbers but neither one worked for me.
Business Response
Date: 11/07/2023
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:10/31/2023
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.
- A ticket with Microsoft support was opened for our production server on 10/24/2023 with the upfront cost of $500 and assigned severity B, constituting a 4-hour response time from Microsoft support team - We had yet to receive a response on 10/26/2023, well over 48 hours since the case was opened, constituting a call from my part to try to get an update. I was told that due to back logged support cases they will not be able to address my issue before 5 - 10 business days regardless of the 4-hour support listed in their case and what we paid for.-Today, 10/31/2023 he had yet to receive any support, call or email in regards to our issue and/or case therefore I called again to see what may be done considering our production server was still down. The Microsoft representative informed me that due to back log on their end that I would not receive a response before 3 weeks and that I should remain patient while they respond to severity A issues. - I then asked what the charged $500 covers as they stated 4-hour response and she explained that I was free to request a refund or wait the 3-5 weeks for their response. I asked that my case be escalated to a severity A issue as now our production server has been offline for 7 days and it is a huge impact to our company. - She agreed to do this much but here we are still waiting and quite frankly Microsoft is not holding up to their part of the bargain. We paid for the support they are not providing and offered to provide us within 4 hours. Over 168 hours later we are still waiting for their techs to even try and help. -The perspective it that a multi-billion-dollar international corporation with a foothold over basically all computer related business globally, would invest in enough support technicians to resolve any issues with their products. Seeing how this is not the case, it leads us to believe the product is so bad that they cannot hire enough technicians to resolve the multitude of issues
Business Response
Date: 11/07/2023
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 SR ******************** will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/08/2023

Complaint: 20805500

I am rejecting this response because:
My severity A ticket opened from the microsoft portal, paid $500 for and linked to my microsoft account has not been updated nor has there been any attempt to contact me directly. The prefered method of contact listed is phone tey no phone call was placed or message left in regards to my issue.
Microsoft has now closed the secondary case opened through the BBB without resolving the issue.

Sincerely,

*********************
Business Response
Date: 11/16/2023
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 advocate ******** has been working with you on this issue. Upon checking, we were able to confirm our agent was able to contact you and is now working with you on this issue.Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/31/2023
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 received a email for a charge of $299 that is suppose to be charged to my card for microsoft account that i never used and got on the phone with them to cancel he had to go to this website to cancel said they were working on cancellation and wanted me to open my bank account that part i didn't like from the computer so he hung when i mention contact the BBB
Business Response
Date: 11/06/2023

Hi ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft charge concern.
We understand you and are sorry to hear that.
We proceeded with a review of the account ******************************* and there is not any recent purchase.
We would like to let you know, you can submit a case for investigation from your account and provide the requested information,so that can be reviewed further.

Please follow these steps;

Investigate a charge from Microsoft on any card you own
If there's a charge from Microsoft on your bank or credit card statement that you do not recognize, we now offer a way for you to try and identify who made the purchase.
1 To get started, sign in and go to Manage your payments.
2 Next to Dont recognize a charge on your bank statement?, select Investigate.
3 If you already have the card added to your account, choose it from the dropdown list. If the card is not listed, select Add a credit or debit card and follow the instructions to add the card to your account.
4 Enter the card's security details and select Submit.
5 Select the arrow next to the charge being queried to show detailed information. (Note: Only charges made in the Microsoft Store within the last 60 days will be shown).
6 Look at the Microsoft account used information.

In case you need further assistance, feel free to visit Microsoft.com for support.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/31/2023
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.
I was recently banned for something I didnt do, I lost my account and I recieved a console suspension. I dont think this is fair and I tried explaining this on my appeal before it got denied.. Microsoft, you just lost a valued customer. Im not the only one who is going thru this because of the Xbox enforcement team! They will ban you over anything, this is so soooo unfair to players that have spent hundreds and thousands of dollars. My email was *********************
Business Response
Date: 11/07/2023
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: 11/07/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However I will be back in touch if they do not keep their word. Hopefully this gets resolved.

Sincerely,

***********************
Customer Answer
Date: 11/07/2023
Please dont close this case, I dont want it closed until it is fully resolved.
Customer Answer
Date: 11/08/2023
I was told theyd resolve this, and they didnt. They sent it to the wrong team, my complaint was supposed to go to the enforcement team.
Business Response
Date: 11/21/2023
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 has been closed as your account has been banned permanently. Theres no further action we can take regarding this matter.

Considering this information, we consider this complaint as closed and wont be answering further concerns regarding this matter.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/31/2023
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.
Bought a digital game on Xbox on 10/15. The game is unable to be played due to problems with the game itself. I asked for a refund and they denied it saying, Our refund policy limits the number of refunds customers are eligible for within a year and you've already received the allowed number of refunds this year. Thanks for understanding. The email had links to the policy. I asked for further explanation. I wanted to know how many refunds you get because I have only had one true refund from them in a year due to me returning and rebuying a game due to it going on sale and purchasing the wrong version. They sent back the same reply with no additional information. The links in the email do not take you to the policy and searching their website finally gets you to the policy but it is intentionally vague. So I asked for a supervisor because I would like to discuss and file a complaint and now they will not respond anymore.
Business Response
Date: 11/07/2023
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

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