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:10/18/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was falsely banned on xbox live by the microsoft enforcement team, I have never received a suspension or strike on my account in which I have countless hours of play time and money spent, in addition to the fact that I have not been on my xbox in over a month. I contacted microsoft support who then told me to file a case with xbox enforcement support who then denied my appeal and I didnt hear from at all. I am filing this complaint in order to contact and solve this mistake with the xbox enforcement team. Thank you for your time and understanding.
Business Response
Date: 10/24/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/24/2023
Hello, I hope this message finds you all well,
If you could link the support case number to my banned account my username is *****, and contact me at my email *********************** that would be great. I'm looking forward to your response and to come to a resolution on my issue, thank you so much for your help and understanding.
Business Response
Date: 11/01/2023
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 our agent informed you need to make an appeal for your account. Regarding your request for us to link the support case to your banned account, you would need to contact our agent *******, please just reply to one of their emails as the case hasnt been archived, as 7 days havent gone by since the case was closed.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/02/2023
My appeal was instantly denied and I am unable to make an appeal from another ban hence why I asked for the support representative to make another appeal for me but I was ignored
Initial Complaint
Date:10/18/2023
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.
In March of this year, 2023 we started getting charged by Microsoft on our credit card. I ignored the first charge, but it continued each month. I have tried many times to contact Microsoft about the charge on our credit card, but you have to "log-in" to your account to settle any billing issues. Well, I don't have an account, no log-in, no password and therefore no way to speak to anyone. I cannot cancel a subscription if I have not requested one. I cannot cancel a subscription if I cannot contact the ******. The billing began January 17, 2023 at $16.22 the amount and has continued. On August 18, the billing increased to $18.38 and we are continuing to be billed each month. Microsoft has poor customer service. I have spent hours trying to resolve this issue, and I have yet to speak to anyone other than automated whatever the heck they are. The personnel email listed on the Credit card statement to identify the invoice is an old email address my son used for six months, over four months ago. It was an address through a college and he no longer has access to it since he hasn't been a student there for over four years. I don't know what other steps to take with ******** since I am unable to speak to a person, unable to log-on, and this is only going to continue to cost us money.
Business Response
Date: 10/24/2023
Dear **** and *******************************,
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
I have had trouble with my email and was just able to resolve, so I just read this. I have not heard from Microsoft and nothing has been resolved. They are still charging me for a service I have not requested and I do not use. What do I do know?
*******************************

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 our agent didnt receive response from you. Regardless, we also confirmed our agents last email contained instructions for you to be able to address this matter. Please follow these instructions and let us know if you are able to complete them, so we can determine if further assistance is needed.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/18/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The Windows 11 update 22H2 broke 3 of my computers that already ran on windows 11. I have spoken to microsoft support for 2 weeks not and the issues have not been resolved. I had to take one PC to geeksquad because PIN login failed to work after upgrade. They charged me $195. Another PC had corrupt windows files and was stuck at the update. The computer is not working properly and performance is maxed out while on using .1 mb/s disk space. I was forced to buy a new computer. On top of all this my Microsoft account seems to be getting attempted hacking sign-in requests that are being blocked. Microsoft has no answer for this except for using 2 step verification, which does not contact me on each unsuccessful login request. Here are my issues and requested resolutions: Microsoft Case #'s below as well.1. Desktop 1: PIN login stopped working after windows update to 22H2. Microsoft could not resolve even after windows re-install. Took to Best Buy Geeksquad and they said there is glitch in new update. Recommend to use Windows 10 which does not require PIN. Paid Best buy Geeksquad $195. 2. Desktop 2: Update is stuck and computer hardly works. It keeps crashing and my outlooks not working. Microsoft support says I ***** corrupt windows files. Forced to buy new **** PC for $1414.3. Laptop 3: After update built in camera stopped working. Microsoft support stlll working on it 4. Someone keep trying to hack into my Microsoft 365 account. ******************** said to setup 2 step verification which I did. Nothing else they can do. I still do not get 2 step notifications on unsuccessful attempts.Microsoft case #'s: **********, **********, **********, **********, **********, **********, **********, ********** (camera issue currently working on).
Business Response
Date: 10/23/2023

Hi **** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issue. A senior member of our Microsoft Technical Team will investigate this matter and contact you directly to work toward a resolution in the next 24 hours. Your new case number is **********

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/17/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a licensed professional clinical counselor and I purchased a Microsoft 365 business account in order to have HIPAA compliant email. My account was set up as **************************** Recently I got a new iPhone and I didn't realize that I had cloud back-up turned off in my authenticator app. I wasn't able to use Outlook on my new phone and eventually I got locked out on my computer too. Every time I try to log in to my Microsoft ******************************************************************************************************** to use it. There are no other options given and all of their contact support options require you to sign in to your account. I somehow found a few different ways to contact them but they all tell me another area needs to help me and then I never hear back. I finally decided I would just cancel my subscription but I can't do that without logging into my account, which I don't have access to. When it is up for renewal in December I guess I will have to dispute the charge with my bank. In the meantime I am going to have to purchase another service because I need to have HIPAA compliant email. It seems like someone should be able to turn off two factor authentication so that I can get back into my account. I can provide other methods of verification. By the way, I also have a personal account that I CAN access using the same Microsoft Authenticator app. I am going to wait a few more days before purchasing another option in the hopes that someone will contact me.
Business Response
Date: 10/23/2023

Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your business account access issue.A senior member of our Commercial Business Account Team will investigate this matter and contact you directly to work toward a resolution in the next 24 hours. Your new case number is

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/29/2023

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,

***********************
Initial Complaint
Date:10/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My sons are locked out of the Xbox and I *** it have access to the number that is listed as I havent had that number in years. I am unable to login and change it though I have have the login credentials, it still says their account is locked. There isnt a contact number for you to speak with anyone in regards to this matter. Someone needs to contact me asap as this has been an ongoing issue for the past couple months
Business Response
Date: 10/23/2023
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:10/17/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a member of Microsoft Bing Rewards. In early August I attempted to redeem my points for a $5.00 gift card. I was told to enter my landline phone number to receive a code to verify my request. This had always worked fine for me in the past. This time it would only send me text messages and as I only use a landline phone I cannot receive the code. It specifically states that landline phone numbers are accepted but I cannot get my phone number listed on my account. I have tried contacting them numerous times to find out what the problem is and to fix it but they don't know what to do. I have been transferred to the wrong departments and have been told there is no phone number or way to reach a technician who can fix this. I have tried chat, filing a complaint ticket, talking to them by phone with no resolution. My last ticket number was **********. I have never had problems with Microsoft before this and would like my problem solved. Thank you.
Business Response
Date: 10/23/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing rewards 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: 10/30/2023

Complaint: 20740400

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:10/16/2023
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.
On the evening of October 15, 2023, Microsoft turned on security defaults on my business account. The ******************** Authenticator app does not work, and I cannot log in to my business account. ******************** phone support does not answer, even after spending hours on hold waiting for them. I was able to get support to call me by logging in to another business account I am an admin on; however, the first rep I spoke with was unable to help me. The second rep also could not help and just hung up on me. I am not the first business this has happened to over the last several years, and Microsoft is still unable to help. My business is losing money daily, and Microsoft does not care to help. It is their product that does not work. I will gladly take my business to ****** but I need access to the Microsoft account I paid for to back up my data and migrate to ******.
Business Response
Date: 10/23/2023
]
Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issue.A senior member of our Commercial Business Account Team will investigate this matter and contact you directly to work toward a resolution in the next 24 hours.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/27/2023

Complaint: 20739325

I am rejecting this response because: Microsoft failed to follow through with me. Two days (not one) after posting this I did recieve an email from Microsoft promising help and asking for more information. I promptly responded and never heard back from Microsoft except for them charging my CC for an account I cannot use becuase they locked it. I continue to be locked out of my account, charged for an account I cannot access, and my business continues to suffer because of the lost data. I am amending the resoulution I want to include the monies paid for an account that ******************** made inaccesible and for which Microsoft refuses to help me with.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issue.After reviewing your case, we found the one of the business team member is waiting to get a response from you. You received an email at *********************
Please get in touch with him.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/03/2023

Complaint: 20739325

I am rejecting this response because: Microsoft continues to charge my credit while refusing to help. Yes, they charged me for the account they locked my business out of and have refused to help me with. The latest email came from a relationship manager that wanted to know what was wrong. REALLY? I have explained to MS at least five times in detail. This rep also promised an update by November 6, menaing at least three more days without the service they charged my credit card for. When I responded to the reps request for details, I recived an auto resonse saying ******* was out until November 7. So much for an update by the 6th. Microsoft's lack of support, disregard for a paying business, lies, and theft of monies for a service they made sure I cannot use is beyond reprensible.

Sincerely,

*******************
Business Response
Date: 11/09/2023
Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issue. After reviewing your case, we found based on the notes the issue was. resolved.
If that is not true, you can reopen your case to get a response from the senior.

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 resolution is satisfactory to me, although it should have taken nearly a month to resolve.

Sincerely,

*******************
Initial Complaint
Date:10/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Sirs, Last year I purchased a Microsoft 365 subscription.This October 12, 2023 I see a charge for $76.20 description Microsoft*Microsoft 365P *********** WA on my TD credit card, there was no renewal notice by any means. I have tried to cancel this account as I only used their product once last year.I have tried customer service online, I got a new password as I could not remember the old one, I was successful in changing it. I have tried signing in, have received codes and they continue to add steps. I tried Microsoft help which is automated, they ask you for the password to be able to help you. The first problem is they do not recognize your password to begin with. They have numerous phone numbers none of which allow you to proceed they all ask for the same information and tell you it is incorrect and your call cannot proceed and they hang up. I have tried every number including the phone number on the BBB page.At this point I have put a grievance with my TD credit card department for the $76.20, dispute #C1051902 dd 10/16/2023. They didn't have a problem identifying to take my money Thanking you in advance.
Business Response
Date: 10/23/2023
Dear ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/24/2023

Complaint: 20737836

I am rejecting this response because:
it was impossible for me to contact you and speak to someone at all the phone numbers that you provide. I will not close the case until I am contacted by Microsoft representative. I will be in the same boat as before I filed a complaint, after trying every number, and every way of communication that you show to no avail. **************** is as important as the product you supply, and so far the consumer has no way of receiving that service.

Sincerely,

***********************************
Business Response
Date: 10/31/2023
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 you became unresponsive. Regardless, the case was closed less than 7 days ago, so please reply to one of the emails our agent sent to you, to receive further assistance. If the case doesnt get reopened,we will provide further assistance.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/02/2023
All I received a message saying the case was closed. And that I should report the charge as fraud. I had originally set the charge as a grievance with the bank as all I want is to cancel the Microsoft account. I could not find the original password or communicate with a human.
if my account is deemed canceled by Microsoft that is all I want not to renew.
Initial Complaint
Date:10/16/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/14/2023 I purchased madden 24 (deluxe edition) on my Xbox series S for $95.39.The version that I purchased granted access to 3 days early play, as well as in game currency, and in game players.My issue came in the beginning when I didnt get my preorder content in my series s.This game is a pay to win game therefore people spend real money to have a competitive advantage in the game.While many got what they paid for, a large majority DID not.I noticed after a week, all my preorder content was loaded to the OLD XBOX ONE VERSION that I dont even have that system.I didnt even ask for that version, I purchased and installed on my series s and you cant even give me the right version.After playing for around a week on the old version, ea announced a fix and finally started getting the appropriate pre order content out to players.Its too late, game already started. You missed the deadline we paid for. You gave same players an advantage over others when real money is involved. Left me stuck on an old version with over ********* coins to be able to do nothing on the new version.At that point youll see I stopped playing the game.I requested a refund that was denied and even reported this issue to ea and was ignored.I dont think its okay to sell a game and not give players what they purchase. And j paid Microsoft, not ea. you allow them to conduct business like this on your platform and rip players off. I want my money back, I wont be buying madden, I just cancelled my Xbox service after playing since 2009 and will be selling my Xbox/not playing anymore.The fact I have to jump through hoops to have any bit of customer service resolution and to not even get it is unacceptable.At this point I just want my money back.Doesnt matter about how hard I worked in the game or time spent to be able to win as none of it goes towards the new version I have on the new console that I own, not only wasted my money but time Ill never get back.
Business Response
Date: 10/20/2023
Hi *************************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft cashback request program
We understand you and are sorry to hear that.
We reviewed further the account ************************* and did not find any recent purchase in the last 120 days.
We suggest contact Xbox billing support for further assistance, so they can investigate about it
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/20/2023
Hello, for starters, my first step was to dispute the charge and request a refund which was denied by Microsoft which is why we are here.

Secondly, my Microsoft account I use for my ********************** is **************************

the Xbox name is bayoubeatdown7 which I did just change to letmecook87 if that is relevant,

thanks.

Complaint: 20737341

I am rejecting this response because:

Sincerely,

*************************************
Business Response
Date: 10/24/2023
Hi **************************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau you gift card issues.
Thank you for the information.
We processed the refund on your account **************************
Order **********
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
If you need further assistance, feel free to visit Microsoft.com
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought an Xbox series X controller in March 2023. One of the controls has since become defective in October 2023. Microsoft has a 1 year manufacturer's warranty, but they keep giving me the run around with trying to claim a repair or replacement. Apparently this is pretty standard for them if you do a quick search. I have seen a lot of other people experiencing the same problem. If a manufacturer is refusing to honor their warranty policies or are engaging in shady practices to avoid responsibility, then a class action lawsuit should be filed against them. This is a legal violation of the ************************* Warranty Act of ****.
Business Response
Date: 10/20/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution.Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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