Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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:05/05/2023

  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.

  Re: Microsoft account associated with ****************************** Paypal account associated with ****************** Greetings. I have contacted Microsoft multiple times regarding this refund. They do acknowledge the subscription was cancelled and that Paypal should release funds debited in error in the amount of $99.00. However, they have failed to ensure this happens. I spoke with a representative who was amiable but asked me to call Paypal on 3way so he could verify that the they have neither received nor credited a payment of $99.00 to my Microsoft account and confirm the validity of my request. However, my phone does not have that capability and the representative advised he was unable to make the call for me so there has been no recourse. ****** has denied my dispute despite clear evidence of cancellation.

  Business Response

  Date: 05/10/2023

  Dear *******************
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau unexpected charges from Microsoft.
  We have created a new service request for you which is ********** You will be contacted by one of our Microsoft senior members to work towards a resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:05/05/2023

  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.

  Account was hacked and they refuse to help me with anything They know the Microsoft account is mine I spent 8 months trying to get the account back but due to their policy they say they cant give me the account back as they have permanently suspended the account and they cant give me a refund on the entire account I sent them my IP address and all the info that is needed to get my account back at first they were telling me they will merge the account that was stolen with a unnamed account but they obviously lied about that as they are now saying thats not possible and they were telling me that the only way I can get a refund for every purchase on the account is by filing a dispute with my bank I would lose that dispute in seconds I spent hundreds of dollars with them just for them to laugh in my face

  Business Response

  Date: 05/10/2023

  HiGabe
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your hacked account issue. 
  
  We did not locate any email with the email address ***************************
  
  Please,feel free to visit Microsoft.com or contact our Hotline: ************** for further assistance.   
  
  Sincerely,? 

• Initial Complaint

  Date:05/05/2023

  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.

  Ive been charged for two subscriptions to Microsoft 360 when I only had one. A representative told me a second subscription was tied to a Microsoft email account set up by the company. I never requested a email address with them and Ive never used the email address. I use gmail my account with ******* The representative verified that the second subscription had no activity on it verifying that I never used it but refused to refund my money. They refunded me for one month only when theyve charged me for several months the files are records from my bank showing the double billing. As far back as I could go was 6 months.

  Business Response

  Date: 05/12/2023

  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: 05/12/2023

   
  Complaint: 20022894
  
  I am rejecting this response because:
  Nothing has been resolved Im still waiting to see how this matter will be reconciled. As no refund has been issued. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/23/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. 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 concluded the investigation regarding your charges and informed you we cannot issue a refund due to the amount of time that has passed since the first charge. We understand this is not the resolution you had hoped for, but we stand by our advocatesresolution as our policies state we cannot issue a refund when such a long time has passed.
  
  We will be closing this complaint as theres no further action we can take.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:05/05/2023

  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.

  To whom it may concern,I have encountered multiple issues with the XBOX Elite controller Series 2 and have had many horrible experiences with customer service.My $200+ ********************** controller has been sent it for repair 4 times in the last 6 months. Microsoft were kind to send out a replacement the last three times I encountered issues. However, the fourth time I sent the controller in to XBOX (Microsoft), I encountered numerous customer service annoyances.I sent back to controller via return label/box that was sent to me. The process was different because the agent was kind enough to offer me a free XBOX one controller to hold on to while my Elite controller was sent in for repairs. However, the agent did not properly create the repair service number and my Elite Controller was lost. I had to call XBOX 5-6 times and wasted from 30mins-1hr on each call trying to solve the issue. Every time, agents said the problem was solved and confirmed that a manager would call be back. And, every time, issues was not resolved and no manager called me back.The last time I called, I was placed on hold for 30minutes and had to end the call.This is by far the worst customer experience I have ever had and would like to get a functional Elite controller back and compensated for my lost time and anxiety induced customer service experiences.Of note, I have proof of shipping the controller (video/photos/tracking number) and proof of horrible customer service experience (photos/recodings).

  Business Response

  Date: 05/12/2023

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. 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: 05/17/2023

   
  Complaint: 20022707
  
  I am rejecting this response because:
  

  Although I have received emails indicating some positive activity in my account (a new ticket number stating that they have received my controller), Microsoft has still not contacted me, or directly acknowledged my request to get a repaired/replacement Elite Controller, and compensation for the issues (e.g., time wasting and anxiety) that their customer service caused. 

  Sincerely,
  
  *********************

  Business Response

  Date: 05/22/2023

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize for the inconveniences caused by our customer service, we have opened a new case on your behalf, case number **********.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/24/2023

   
  Complaint: 20022707
  
  I am rejecting this response because:
  Although I did receive *** Elite Series 2 replacement controller, Microsoft  has not addressed by customer service complaint.
  

  Sincerely,
  *****

  Business Response

  Date: 05/25/2023

  Dear *****,
  
  We apologize for the inconveniences you have experienced with our customer service experience, now that you  have received the replacement controller we will close the case as resolved, thank you for bringing up your issues and feedback. Feel free to contact us again for any future issues, ******************************************************** call ************.
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/25/2023

   
  Complaint: 20022707
  
  I am rejecting this response because:
  

  I wasted between ***** hours, on the phone and through email communications to resolve this issue. So, simply sending back my controller as a solution is not satisfactory.

  Sincerely,

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

• Initial Complaint

  Date:05/05/2023

  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.

  Microsoft is charging me for a subscription. I cannot cancel it through their site as they won't let me log on and cancel. I've tried to go through customer service for 3 days straight. It is all through AI. They keep charging me every month. I contacted my bank as it's on an autopay. They say I have to go through Microsoft. I don't use their service. I want to cancel and want my two payments back. I cannot get through to them! Please help if you can!

  Business Response

  Date: 05/10/2023

  Dear ***********************,    

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your request to cancel a subscription.We are unable to locate a service request associated with the information provided in your claim.

  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  

  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:05/04/2023

  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.

  Hello so I reached out to Microsoft Rewards after an error on your guys end. I had 17 weeks completed and I finished last week's Xbox Weekly Streak which would have made 18 but it didn't switch over and this week it zeroed out. I Took a picture showing I finished this streak. I was never responded to. Then I reached out to ********* Microsoft Support Team and they told me to go Online and file out the form. The form is difficult to use and understand when you're disabled and again no response from that team. Microsoft rewards has no support email or phone number which would be way easier for people to navigate. I also called Xbox ******************************* Support Phone Number.As an Advocate and someone with a brain injury it is difficult to almost impossible to navigate The Automated Phone System. Not to mention the phone system hangs up on you if it doesn't understand. This can be difficult to navigate if you have difficulties communicating. The Support website is also very difficult to navigate as someone with a disability. Especially when trying to request a call back. As of now I have received no assistance in fixing my problem..

  Business Response

  Date: 05/10/2023

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

  Thank you for contacting the Microsoft Corporation via the Better Business Bureau regarding your Rewards streak. We contacted the Rewards team on your behalf. They located your previous support requests and took immediate action. Your weekly streak has been restored at 20 weeks and **** bonus points have been added to your account. 

  Please let ** know if we can be of further assistance. 

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 05/10/2023

   
  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.
  

  Thank you
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/04/2023

  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 was charged twice for a Microsoft Word Subscription in two different credit card, one ending in #**** and the other credit card ending in #**** for the same amount of $74.65 once in 10/31/2022, and another one again in Nov 12 2022. There is no live customer service with ******************** and I have no way of getting my refund. please help me get refunded for the second charge of $74.63 OR please credit the amount to waive my next subscription charge this coming October of 2023. BBB please help me get this resolved. Thanks you so much. ***************************

  Business Response

  Date: 05/12/2023

  Dear *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. 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

• Initial Complaint

  Date:05/04/2023

  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.

  Microsoft Ads has Allowed me to open an Ads account taken my credit card info then suspended my account for no good reason within minutes. Then promises to get in touch with you within 7 business days it has been 12 days now no responce from them. I have decied to cancel my account as I have now done business with other Ad outlets. I reached out to Microsofts Online live chat help to be put on hold for more than 3 five minute blocks at a time while they look into my account. This is after verifying my information then being told at about the 30 minute **** that they cant help me to use the link they provided in the chat window. that someone will reach out to me. Part of the problem is they dont reach out to you, they dont help you when you need it. Poor customer service and business practices. The public needs to hear this! We as business owners should not be using Microsoft Ads There are many other ********* out there can get better results then Microsoft and will treat you better. So Microsoft like may other big companies collects you personal and financial data then refuses to comply with local laws when you request to close, cancel or delete your data, because you wish to no longer do business with them. BEWARE OF MICROSOFTS DIRTY BUSINESS PRACTICES!!!

  Business Response

  Date: 05/09/2023

  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:05/04/2023

  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.

  microsoft says my warranty has expired I cannot get a hold of anyone to discuss this issue with them my computer needs to be fixed but yet every time i try to call a phone number the automated girl says my warranty has expired and then she says than you and goodbye. my warranty is good till the May 27 23 i can provide proof if i have to

  Customer Answer

  Date: 05/08/2023

  this problem has been resoled for no thank you for being there

• Initial Complaint

  Date:05/04/2023

  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.

  On May 2 2023 my Paypal account was charged with Unauthorized purchase of the item for $937.88 CAD. The charge was put without any consent of mine on my pre-authorized Microsoft account where I was paying the regular monthly fee for the online product Microsoft Office 365. The same day I received the mobile notification from my bank that someone is trying to charge my credit card for that amount. I declined authorization and my card was locked, but the hacker obviously decided to use my bank account attached to the Paypal instead.I did not receive even the purchase confirmation and found out only by email next day that the purchase was shipped to some strange address in *********** where I don't have anyone and never lived myself.I contacted Paypal but they declined the resolution due to the pre-authorized status of my Microsoft charges. Then I contacted Microsoft directly but they did not reply to my emails while their phone service is completely electronic and simply sends to self-service online.

  Business Response

  Date: 05/09/2023

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau unexpected charges from Microsoft. We are unable to verify your account or locate a service request associated with the information provided in your claim.

  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.  

  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20017841
  
  I am rejecting this response because: That is a standard  automated response of Microsoft. There is no email or phone number that is not automated and where you could reach a live agent to speak with, and their website support doesn't cover any similar situation. The phone or Live Chat Support basically brings you to the same webpage  and doesn't offer to speak with a live agent even as an option. I hereby provided the proof that their email they state on the purchase is rejected. Also there is a proof of invoice that the purchase was made by unexisting name on my address in ****** and sent to same unexisting name somewhere in Scarborough, while I've never had any residence or business there.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/16/2023

  Dear ***************************,  
  
  Thank you for your response.  We have contacted a senior member of our Online Store Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  
  We see from the service request that agent ******** has referred you to your financial institution to dispute the fraudulent charge. We are unable to process a refund because we dont see the transaction on your account.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 20017841
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************