Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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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

5,665 total complaints in the last 3 years.
2,336 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:10/24/2023
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 xbox account was blocked due to strange activity on my email. I have spent three weeks trying to get resolution and my account unlocked. I answered the automated recovery process and have been denied access to my account. The email response is "We have taken the additional step of blocking your account ***************** until we can verify you as the account owner. This will prevent any further use of the account, and protect you from any possible malicious activity." It is my account and although I have not used the associated email in 18 years I have verified the additional asks from them. I have several hundred dollars tied to the old account including game purchases and in game add ons. I have requested a call back several times and never received one. I requested to transfer the purchases and was denied. At this point I would take credit to my account to replace some of what I have lost. Original request was #********** but was closed without resolution.
Business Response
Date: 10/30/2023
Dear *************************,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/30/2023

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: 11/02/2023
It has been 4 days since the business said they would contact me. They have not. When I spoke to a service representative from Microsoft the day I filed this complaint they said I was not going to get a refund and all my purchases were lost. That is unacceptable as a consumer. They need to either fix my old account or give me credit on my new one. There are hundreds of dollars in games and in game purchases attached to the account that they terminated.
Business Response
Date: 11/20/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have checked the case ********** and see that you are in contact with one of our agents. Please continue to work with them towards a resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/30/2023

Complaint: 20776202

I am rejecting this response because: they have not contacted me. I reached out twice and receive the same response that 1. they cannot recover my account although they can see it and 2. they will not issue a refund for the account purchases that I can no longer access.

Sincerely,

*************************
Business Response
Date: 12/06/2023
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 our agent informed you both of your accounts dont have any active or recent suspensions. Could you please confirm this information?

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/11/2023

Complaint: 20776202

I am rejecting this response because: Microsoft still has not reached out or offered a refund for purchases on the account they closed. I was told by a service rep from Microsoft that there was no way to reopen the old account because the email has not been used in years. They said also that a refund would not be possible. They are the ones that closed the account even though I have proven that it is mine on my xbox. At this point I would be amenable to refund the call of duty season pass I purchased and two other in game purchases.

Sincerely,

*************************
Business Response
Date: 12/15/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have checked the escalation and see that you where in communication with our agent and they discovered the account was not blocked, thus they closed the case and no refund can be processed,as the account is not blocked. That is according to our agents notes in the case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/26/2023
I responded last week to the complaint. The answer from Microsoft is not acceptable. My account *** not be "blocked" by Microsoft but I cannot access it. The agent I spoke to said they have no further way of unlocking the account even though I have proven that it is my account. The email associated has been defunct for years. They can see all of my information including the console number of the Xbox associated with the account. It is locked on Microsofts end not mine. I am only asking to refund the last season pass for MW2. The only action they have taken has been to lock the account and send an unlock link that they know does not work. I do not wish this complaint tyo be closed until Microsoft gives me a refund.
Initial Complaint
Date:10/24/2023
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.
*** worked with the support team to get my elite series 2 controller repaired. I sent it in it was sent back nothing fixed I called support and sent it back in and got a replacement this time and had horrible stick drift. I called support and got hung up on the first time. I called back and spoke with a supervisor and am getting it replaced again. Its completely ridiculous that this will have to be the 3rd time that Ive had to send in my controller. I have not been able to use this controller for going on 3 weeks now and this I did the first claim on 9/27 and its 10/24 Im upset that you guys replaced my controller with one that is more broken than the last one
Business Response
Date: 10/30/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/31/2023

Complaint: 20775459

I am rejecting this response because:
Hey your support people have been okay. I got my replacement controller again and its not working stick drift now on the left thumb stick I have emailed support but I cant agree with the resolution till I get a fully working controller. Its just all the replacements come back with a diffrent issue so it feels like you take one persons faulty controller and send it to someone else.
Sincerely,

*********************
Business Response
Date: 11/03/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we were able to confirm the case remains active. Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/09/2023

Complaint: 20775459

I am rejecting this response because: I am trying to work with your support teams. When I get emails like the one I attached and I sent you my response to him as well. I just want my issues resolved that Ill Im trying to get not talked down to like ***** did in email.

Sincerely,

*********************
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. We were able to confirm this service request was closed as we understand you have another ongoing support case. Could you please confirm if your issue has been solved, or if you continue to get assistance. If your case remains active, please provide us the service request number so we can determine our next steps regarding this matter.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/21/2023

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. The issue has been resolved but you should get ***** more training he was not helpful and rude

Sincerely,

*********************
Initial Complaint
Date:10/24/2023
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 am locked out of my Microsoft account but can prove ownership, I have spent thousands of dollars with Microsoft over the years and they have been nothing but rude and completely refusing to help me unlock my account
Business Response
Date: 10/30/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your issue and want to help, to recover the account please visit **************************************************************************************************************************************************************** and follow the steps to recover the account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/06/2023
I have already done the account recovery form, they claim it is the only way back into the account but I made the account many, many years ago and dont remember all of the information inputted.
Business Response
Date: 11/20/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand you, however, as mentioned the authentication form is the only way to recover the account, due to security reasons, you can take the form multiple times a day in order in case you wanted to correct an answer provided on the previous attempt.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/27/2023

Complaint: 20774613

I am rejecting this response because:
it does not satisfactorily resolve the issue. It more so seems as if this is a company that does not value loyal customers which is something I have accepted, and have given up on Microsoft actually helping to resolve this issue. One thing I know for sure, is that under my kids trees for now and future holidays sit **********.. not Microsoft

Sincerely,

*********************
Initial Complaint
Date:10/23/2023
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.
Friday 10-20-23 Played Xbox- no problems. Following Saturday morning- My email account was locked due to suspicious activity. No reason given. No hope in getting a reason why. Ive filled out every form the automated service have given to no luck as well. That email account is directly connected to my Xbox account Ive spent well over $500 on games that I will immediately lose if I cant access my account connected to that email. Its extremely frustrating to not be able to speak to a human.
Business Response
Date: 10/30/2023
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: 11/03/2023

Complaint: 20771221

I am rejecting this response because:
Nothing has changed. I still do not have my account. Im absolutely tired of filling out the same form numerous times only to be told Oh, well or This is an automatic computer response and there is nothing to be done. The last quote is a lie. I know its a lie and Microsoft knows its a lie.

Sincerely,

*************************
Business Response
Date: 11/10/2023
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 the case has been closed as our agent provided the steps you need to follow to address this matter. Considering this information, we will be closing this complaint as theres no further action we can take regarding this issue.

We consider this complaint as closed and wont be answering further concerns regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this is utterly useless. There is no reason to continue as they will not help me. Im out money and, according to their response, Im at fault for do absolutely nothing wrong.

Sincerely,

*************************
Initial Complaint
Date:10/23/2023
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 cancelled subscription with Microsoft months ago. I do not have a personal laptop or computer. I was charged again today in the amount of ***** for a service I canceled. When going into online support it ask for email address and phone number for account well neither shows up as me having a Microsoft account so why are you charging me. This is fraudulent activity on Microsofts behalf and why I am reporting them.
Business Response
Date: 10/30/2023

Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft subscription charge concern.
We understand you and are sorry to hear that.
We proceeded with a review of the account ************************************
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.

Customer Answer
Date: 10/30/2023

Complaint: 20771028

I am rejecting this response because: I no longer have an account with ******************** so how is my card still being charged?

Sincerely,

*************************
Initial Complaint
Date:10/23/2023
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 Microsoft Office 2016 on May 18th 2016 thru Microsoft HUP. This spring my hard drive was fried by an power outage. I have talked to someone in **************** twice who say I cannot have the key code in order to put my purchased Office back on my computer because I do not have access to the email address that I purchased it from. I would really appreciate in getting my Microsoft key that I paid for.
Business Response
Date: 10/27/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft 365 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: 10/28/2023

Complaint:
This is not 365. This was a hard copy of Microsoft 2016.

Sincerely,

***************************
Business Response
Date: 11/02/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we apologize on the mistake on our part, have investigated the case ********** , the agent was able to help you with your issue and provided the documentation for you to regain access to your account, please feel free to reach our agent back by replying to their email.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2023

Complaint: 20768672

I am rejecting this response because: This is a product that I have paid for. Now I am unable to use the product that I paid for.

Sincerely,

***************************
Initial Complaint
Date:10/23/2023
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.
When attempting to contact microsoft support, their website would not let me talk to someone without logging in, and would not allow me to log in by any method. No sign in link works, at no point am I even given the option to enter a username and password. While attempting to figure out how to break this cycle, the entire domain of ****************************************** entirely stopped responding, giving me an "access denied" error. There seems to be no way to reach a human being without logging into this website.Please contact me BY E-MAIL to resolve this login issue.
Customer Answer
Date: 10/26/2023
As of Wednesday night, the support website is still completely nonfunctional. Even after I have logged in, it tells me I have to log in to talk to support, and there is no way to escape this infinite loop.
Business Response
Date: 10/31/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issues. We understand your frustration about the current issue and want to make it right, please call ************ to reach one of our agents to gain assistance,if you are unable to please feel free to reach back.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/05/2023

Complaint: 20768355

I am rejecting this response because I attempted to call the number provided for support, which was answered only by a recording that hung up on me. Please provide alternate direct contact information or reach me by e-mail, thank you

Sincerely,

*************************
Business Response
Date: 11/09/2023
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: 11/16/2023

Complaint: 20768355

I am rejecting this response because that ticket number was closed without my permission yesterday. I have received, and replied to, multiple e-mails from Microsoft about this matter but no one has continued responding at any point. I have still not been able to speak with a human being about this issue.

Sincerely,

*************************
Customer Answer
Date: 11/28/2023
Did you even read our correspondence? I am awaiting contact by the business. There is no "offer" to have "rejected" or whatever simple terms you are trying to fit this situation into, and NO reason for this to be closed at this time.
Business Response
Date: 12/15/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current situation, we will investigate why the case was closed like that, and provide you a resolution or an explanation on why it happened.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/21/2023
Still awaiting further contact by the business. Not sure how to proceed as there is nothing actionable I can even accept or reject at this time
Customer Answer
Date: 12/22/2023
Still awaiting direct contact by the business. I understand this may take a bit due to the holiday season. Please do not auto-close this complaint until we are actually able to communicate and address the matter, thank you
Customer Answer
Date: 12/26/2023
THIRD ATTEMPT
I am still awaiting contact by the business as per their offer. I am unable to accept/reject a resolution until the business has contacted me to discuss one.
Business Response
Date: 01/08/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent issue, we have opened another case on your behalf, your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/23/2024
Hi there. I've given it quite a bit of time, but the business has not yet followed through on their offer. Additionally, they have stopped responding to my contact attempts, and begun taking retaliatory actions against my account. It will unfortunately be necessary to continue with this complaint for another round.
Business Response
Date: 01/24/2024
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 **********.

Microsoft Corporation
Customer Answer
Date: 01/26/2024

Complaint: 20768355

I am rejecting this response because the business has not unlocked my account despite my having long since returned all of the information they have requested. Please immediately unlock my account to resolve this complaint.
Sincerely,

*************************
Business Response
Date: 02/02/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, to unlock the account, first has to undergo a verification process if the verification is passed the account will be unlocked and this will be communicated by one of our agents directly to you, we appreciate your patience and understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/02/2024

Complaint: 20768355

I am rejecting this response because: I have cooperated with the described procedure and Microsoft has still refused to unlock my paid account.
I must insist on the full restoration of this account and all services attached to it before this complaint can be resolved.
Sincerely,

*************************
Customer Answer
Date: 02/11/2024
I responded to Microsoft's verification requests on two occasions. On jan 19th I sent all of the information they requested. There was no response to this e-mail. On Jan 26th a different agent asked for the same information, and was provided a copy. The same agent then asked for the same information a second time, behaving as if he had not already received it. The agent then failed to unlock the account, and has refused to respond to further inquiries.
The attached screenshots show the dates of the two e-mails sent to microsoft containing the information they requested. For privacy reasons I cannot share the entirety of the content of these e-mails, but if you need more information CONTACT ME and I will see what I can do.
Business Response
Date: 02/20/2024
Dear *************************,
We appreciate your patience during the account verification process. Unfortunately, our agent has been unable to verify your account using the available information, however, you can still try the verification by visiting **************************************************************************************************************************************************************** or please call ****************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/20/2024

Complaint: 20768355

I am rejecting this response because I have already REPEATEDLY followed the entire verification process as directed. There is no more information I can give Microsoft regarding this account without access to the account. It is time for you to act and unlock my paid account, before it is necessary to escalate this dispute any further.

Sincerely,

*************************
Initial Complaint
Date:10/22/2023
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.
First off I have been a member of the Xbox Bing rewards for many years. It is where they give you points for doing certain tasks to do things on Xbox. Like you do searchs buy games and activities punch cards. Well now they put in this rule that you have to have a moblie phone number to ****** the points you earn. I feel like they are discriminated against me because of these reasons for one I am disabled and two I dont have a moblie number and they dont even offer me another way to redeem my points than a moblie number
Customer Answer
Date: 10/23/2023
I am adding this to the complaint because they dont offer another reason then I feel described against by this company because I cant afford a cell phone to redeem the rewards for buying their products. Movies or whatever. And this picture states you can use someone else number to cash out your rewards or a land line which they wont let you do.
Business Response
Date: 10/27/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft 365 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: 10/28/2023

Complaint: 20766563

I am rejecting this response because:
First off I have be a member of Xbox live for a long while they say will look into it and truly it never gets fix. Secondly they offer two options saying you can us any number to redeem your points that you have earned even if it isnt your number. Then once you do that they will ban your account

Sincerely,

*************************
Business Response
Date: 11/02/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have investigated the case **********, the agent was able to help you with your issue and provided the documentation for you to change the phone number if needed, as a phone number is needed by design.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/21/2023
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 a hp laptop from QVC for my granddaughter that came with the Microsoft package for 1 year. I assumed I set everything up correctly, when I went to log in the next day it stated I needed to set up a pin hmm, I attempted to do that for two days because Microsoft said for security reasons they had to verify my account. No reply no nothing. When I try to update my info I can't, they have a 3 year old phone number that I can't verify. They give no options to verify by email, I had to apply for a recovery account which takes 30 days in which I will lose my primary email. You can never talk to a live person to help you, and you have to pay black market companies for assistance which I refuse to do. They give us this so called package and force us to pay $80 to use their service. Now I have a brand new laptop that I can't use because Microsoft is holding my info hostage. I need help asap on how to obtain a pin number and get into my granddaughters new computer. You can delete Microsoft because they dominate the system so deleting the software will make it worse.
Business Response
Date: 10/26/2023
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: 11/03/2023
I have not spoken to anyone from Microsoft nor have they tried ro reach out to me with a resolution, they sent me a text message October 25 and said my case was resolved and closed and they sent me a closed case number. I sent them an email demanding for someone to contact me in which no one never called. Please do not close my case for Microsoft is playing lying games
Business Response
Date: 11/20/2023
Dear *******************************
,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, we have checked the case ********** and see that your case was transferred to another team, please check your inbox for their message, if nothing is found please feel free to reach us back.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/20/2023
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been locked out of my Microsoft 365 Business account for 8 days due to 2 factor authentication. I have called everyday and have had zero updates from Microsoft on my issue. My ticket number is ****************. I have had to change my MX records to Apple just so I can receive any new emails.
Business Response
Date: 10/26/2023

HI ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issues.
We are pleased to inform you that we have address your concern to our commercial account team and you will be contacted in the next 24 hours to work towards a resolution.

Sincerely,
Microsoft Corporation

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