Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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:04/22/2023

  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.

  A few days ago on 4/18 or there abouts my Xbox account was stolen from me and the email on said account was changed to a ******* .ru extension. I went through the process of trying to get my account back when i filled out the questions presented to me and sent a screenshot. I was told today 4/22 that They were unable to recover my account because some of the information didn't match. I do not remember when i created the account as it was so long ago. I have games that i have purchased on this account that i wish to no lose. and as well i lose access to all my save data of my games on my Xbox and currently cannot play any games as it wants me to sign in. This is annoying My Gamertag is AidenMoonBow

  Business Response

  Date: 04/26/2023

  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: 04/28/2023

   
  Complaint: 19970276
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 05/03/2023

  I rejected the businesses response because they did not and still have yet to contact me regarding my case, when they responded I got an email stating they would contact me within two business days. They still have yet to reach out to me

  I rejected microsofts response last saturday the 29th of April . I did not get a chance to write in why i was rejecting it as the mobile version of the website did not seem to want to give me a spot to type. I would like to add that i am rejecting the business response because after their response to the complaint on the very same day i received an email stating someone would be reaching out to me within two business days. They did not and still have not. So i would like the official rejection message to be: They did not contact me when they said they would and as of today they still have yet to. Thank you for taking the time to read this 

  Business Response

  Date: 05/09/2023

  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 our agent contacted you and stated the ownership validation failed.Considering this information, our agent closed the case as unresolved.
  
  We will be closing this complaint considering this information.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:04/22/2023

  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 contacted Microsoft Corporation Support after several attempts. When I finally made contact, I was directed to provide my phone number and wait 5 minutes for a return call. The call from, what I was told was from Microsoft phone number was from ************. In all, there were four transfers to four individuals with what I believe were Indian Accents. I was informed that it would cost me $499 to download a copy of Visio 2016 Standard Edition, when I can purchase Visio 2021 Standard Edition for $309. I stated that I already own the key for Visio 2016, my PC had crashed several months ago. I was then asked to provide my Key to the software, which I did, and was told the key had already been used. I responded that it was that I used the key. To this I was told I needed to provide a credit card for $499, I said no and the person hung up.Case Numbers: ********** ********** ********** What i stated to Microsoft was "My PC crashed a few months ago. I loaded Vision 10 professional, which is obsolete. I found my key for Visio 2016 standard edition. Because of my job I generally do not have internet access, so web-based software is not a solution for me. I need to be independent from the internet, for this reason all my software resides on my PC".In my opinion, there are several legal issues made here that I can not place in this complaint.

  Business Response

  Date: 04/26/2023

  Hi  *********************,
   
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Visio program and reinstallation request. We suggest you in this case to visit this page
   Flowchart Maker and Diagramming Software | Microsoft Visio
   ******************************************************************************************************************************************************************************************************************************************************.
  
  And click on how can I transfer my existing copy of Visio to a new computer?
  And follow the instructions.
  For further assistance if required, click on the proper right icon to get support.
  
  Sincerely,? 
  Microsoft Corporation? 

• Initial Complaint

  Date:04/22/2023

  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'm a disabled veteran who has memory issues so remembering things is hard to do. I've been paying a monthly fee and an annual fee for longer than 2yrs. I have not used this service since. I've changed my cc 4 times in the last 2yrs I've called Microsoft help about this charge and was laughed at, told my claims are impossible and I asked for the account info I was put on hold and hung up on. There is a que that you have to wait in that was a 20hr wait time. I was called 3 times at 1am and no one answered. The second time I called and was called I think 3 hrs later.... that's when I was hung up on. My bank is saying there is nothing they can do.

  Business Response

  Date: 04/27/2023

  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

• Initial Complaint

  Date:04/21/2023

  Type:Billing 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 several months, I have been encountering problems with my Hotmail email account, which is managed by Microsoft, specifically with regards to its storage capacity. As a result, I have not been receiving any new emails, and some of my old emails containing important files have vanished. Despite deleting hundreds of emails, my inbox still shows no available space. I have been using this email account for over 15 years and do not believe that I should be required to pay for extra storage, even when deleting these emails. Therefore, I would appreciate it if someone could contact me to help resolve this issue.

  Business Response

  Date: 04/25/2023

  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: 04/27/2023

   
  Complaint: 19966694
  
  I am rejecting this response because:

   

  I received a call from a tech support rep, but I need to be connected with someone from sales and support, as the tech support rep ******* resolve my issue. This issue concerns more with my payment of $20 which I shouldnt have paid.

  If you can please have a sales or account rep call me that would be great.

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

  Business Response

  Date: 05/05/2023

  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: 05/10/2023

   
  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.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:04/20/2023

  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.

  a glitch through xbox one s cost me $65.93. I bought Call Of Duty Cold War through the online app store on 11/29/2020. The game recently did an update but after it updated, it said I need to purchase the game. So I repurchase the game to see what would happen, but after I purchase it, it still says the game needs to purchased. I summit a refund right them and there. Wait a few weeks to deal with the issue of the game not working because their customer service ***** so bad, trying to find the right time to call is nearly impossible. plus they wouldn't respond to any of my emails about the issue, so I just had to wait tell I could get the on the phone. finally find time to get them on the phone to resolve the issue (which took 2hrs). the guy is had me look through my bank statement and I notice my that the first refund never got issued. I was like WTH! Then resubmitted another one just for it to get denied

  Business Response

  Date: 04/25/2023

  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: 04/28/2023

   
  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:04/20/2023

  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 have been working with the Flight simulator support team for a few weeks now. I am being told it is my ** and that i cannot escalate anything to a manager to get help. I am requesting a full refund on all planes and game i bought. The sim started freezing during update 6 and i have not been able to play it since then. I have gone to the reaches of created a ******* video which shows the issue. I am being told its my machine but everything is new and checks out. I have even reset the ** just in case. The amount of non caring during this chat i have attached is infuriating my account ********************* has been suspended from the msft forums i because i have been seeking and trying to get help for since update 6. I am being told i am too hostel. I think someone from MSFT needs to really hone in and figure out why people are being silenced for this issue. The sim loads fine but once you get in it freezes 5 to 10 seconds the whole time you play which makes it unplayable. I have invested a good amount of money into the game so i expect every single cent to be returned since no one seems to know what is going on at MSFT Games. If nothing can be reached then we will need to go down another road.

  Business Response

  Date: 04/25/2023

  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:04/20/2023

  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 have been unable to speak to a real person about accessing my account that I no longer have access to. Im being charged monthly for a Microsoft Xbox game pass that I have found impossible to cancel. There is zero real person support online or over the phone.

  Business Response

  Date: 04/25/2023

  Hi *******,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account access issues. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number ********** 
  
  Sincerely,? 
  Microsoft Corporation? 

• Initial Complaint

  Date:04/20/2023

  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.

  On 4/19/23, I received an email from Microsoft thanking me for my purchase in the amount of $10. I checked my bank account and found that Microsoft had charges my debit card the $10. I did not authorize this charge, no did I make a purchase from/with them on that date. On 4/16/22, I added $10 to my Xbox account for my little one and removed my debit card immediately after. I was charged correctly on that date (4/16) for that transaction. Again, the $10 charge on 4/19/23 was not charged. Per the email, it was a giftcard done on 4/19/23. I, nor anyone in my home authorized that transaction nor received any type of giftcard. The email offered for us to redeem the giftcard which indicates to me that it was not even used. I did not authorize, ask for, nor received a giftcard that they are referring to, and am demanding a refund in the amount of $10 from them. Ive spoken to them by phone, via email, and did a refund request through their online platform. My request was denied each time. They also make it almost impossible to speak with or contact anyone. Please help with this matter!

  Business Response

  Date: 04/25/2023

  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: 04/26/2023

   
  Complaint: 19961117
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/01/2023

  Issue finally resolved by Company (refund issued).

• Initial Complaint

  Date:04/20/2023

  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.

  Microsoft continually has provided faulty products and has given pushback for failure to provide appropriate solutions to the matter. As chat records show, the Microsoft team has replaced this laptop with a refurbished model 4 different times and now has promised an upgraded model to accommodate the faulty quality. Microsoft, instead of being transparent, has attempted to make the process unattainable and lengthy by requiring more documentation that was already relayed to the Microsoft service agent was not available. The receipt was provided for the first 4 replacements and now Microsoft continues to deny the procedure without this and a video of the item not working even though, a video will show non of the lack of functionality with the product. In addition, the agent already waived this responsibility and Microsoft continues to lie about requirements and also ignore correspondence once they feel they will not proceed and it is not only irritating but illegal business practice and I want this matter finally solved since it has been ongoing for over a year.

  Business Response

  Date: 04/25/2023

  Hi ******,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number **********
  
  Sincerely,? 
  Microsoft Corporation? 

  Customer Answer

  Date: 08/04/2023

  Microsoft has provided a warranty label for my Surface Device and has not provided any update on the return of the device or any current status of repair. The device was sent with serial number, ************, and my surface book needs to be returned to me at my current address if Microsoft is not operating the warranty process. The shipping label 1ZW8597X9010503306 and was delivered on the dock July 24th and has received no updates. I am irritated with Microsoft providing no updates and no solution and this needs to be handled with a return of my fixed device because the warranty has now expired, or a credit for a replacement device if my item is lost.

  Business Response

  Date: 08/16/2023

  Hi ******,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issue.

  Based on the previous case number ********** we suggest contact the person who handled your case or visit Microsoft.com to get further assistance. 
  
  Sincerely,
  Microsoft Corporation

  Business Response

  Date: 08/16/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.

  Based on the previous case number ********** we suggest you contact back the person who assisted you if your issue is not resolved yet. Or visit Microsoft.com to get further assistance. 
  
  Sincerely,
  Microsoft Corporation.

  Business Response

  Date: 08/16/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  Based on the previous case number ********** we suggest you contact back the person who assisted you if your issue is not resolved yet. Or visit Microsoft.com to get further assistance. 
  
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 19959912
  
  I am rejecting this response because: The reason that I am contacting you because Microsoft customer service has refused to respond regarding this refund and I have already sent this item back to you all and provided documentation with tracking. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/24/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  Based on the previous case number ********** and as iindicated we suggest you contact back the person who assisted you if your issue is not resolved yet. Or visit Microsoft.com to get further assistance. 
  
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 19959912
  
  I am rejecting this response because: the person who assisted me originally is not responding to me. The reason I am reaching out to Microsoft corporation is to come to a resolution because customer service is not assisting and you all are telling me to contact the same agents who cause these issues. Also I have an additional issue regarding a refund that has not been processed
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/05/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  Based on the previous case number ********** you were contacted several times and there was no response from your end.

  Feel free to reopen your case r visit Microsoft.com to get further assistance. 
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 19959912
  
  I am rejecting this response because: I have attempted to contact Microsoft regarding the issue and there was no response from the specialized department that was intended to contact me. I would like to have Microsoft create a new case and solve this issue as soon as possible and refund the returned device that was sent
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/13/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  As indicated in our previous email, based on the previous case number ********** you were contacted several times and there was no response from your end.
  Feel free to reopen your case or visit Microsoft.com to get further assistance. 
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/19/2023

   
  Complaint: 19959912
  
  I am rejecting this response because: there was no attempt at contact with me, so please take it upon yourself to reopen this case now
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/22/2023

  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  
  
  Could you please confirm your contact email?
  Is it ******************************?
  We sent you an email to the address but did not get any response.

  We will wait for your response.

  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 19959912
  
  I am rejecting this response because: the contact email is ************************ and no contact has been had. There is also an issue regarding a refund for a laptop that was returned and Microsoft is questioning the legitimacy of the return. Microsoft has not returned the item or refunded the item and this will go to small claims if no action is taken during this dispute process so please attempt to handle this now as well
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/26/2023

  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  Thank you for the confirmation.

  Upon checking, we found you have two cases related to the laptop incident ********** / 702344079677.
  We suggest you reopen your case for further assistance.

  Check your spam section to see if the emails are going there insert that number in the search bar of your email account to see if you get to them and if so, please send an email and they will have to contact you,
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/05/2023

  I had not received a response from Microsoft as indicated. Microsoft closed the case with no resolution because they informed me to wait for a solution. Please reopen this case

  Business Response

  Date: 10/20/2023

  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  Thank you for the confirmation.

  As indicated we found you have two cases related to the laptop incident and based on the SR ********** you were requested to provide more information and you did not reply back. Feel free to look up your case and reply to the senior for further assistance.

  We suggest you reopen your case for further assistance.
  Check your spam section to see if the emails are going there insert that number in the search bar of your email account to see if you get to them and if so, please send an email and they will have to contact you,
  
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 19959912
  
  I am rejecting this response because: I have attempted to contact Microsoft regarding this case and Microsoft does not respond other than saying they have not received the correct item back and they refuse to return the item or refund the charge. This is my last attempt before filing a small claims suit
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/20/2023

  **** you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.
  Thank you for the confirmation.
  As indicated we found you have two cases related to the laptop incident and based on the SR ********** you were requested to provide more information and you did not reply back. Feel free to look up your case and reply to the senior for further assistance.
  We suggest you reopen your case for further assistance.
  Check your spam section to see if the emails are going there insert that number in the search bar of your email account to see if you get to them and if so, please send an email and they will have to contact you,
  
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 19959912
  
  I am rejecting this response because:
  Please reopen this case as when I contact Microsoft customer service, ******************** does not indicate they have record of these cases. Please assist with opening this case
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/25/2023

  Microsoft has continued to claim that I can respond to the open case but Microsoft support does not respond to my emails which I can show you and closes the case. Microsoft continues to disregard my issue and I just want an executive of Microsoft to handle this and open a case so I can be sure to receive a reply

  Business Response

  Date: 10/30/2023

  Hi ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your laptop replacement issues.

  If you have not received assistance, we recommend you visit Microsoft.com and create a new ticket from your end to get help.

  How to get service or repair for Surface - Microsoft Support

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

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:04/19/2023

  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 am being charged for two separate account with ********************. I have no knowledge about either of these accounts. I tried calling the number provided online but its automated and it suggest that I go online for help. When I use the web support they suggest, it asks for the account information (which I don't have) then states they can't help me. I reached out to both the email and phone number they list on the credit card statement, they are both false information. I found the corporate number and called. I actually spoke with a live person who told me I had to go online for my problem. After explaining my situation and begged for help he hung up on me. This is absolutely disgusting! They are vague about their phone number and support but they continue to charge me every month. I tried changing my credit card information to no avail, they somehow found a way to continue to charge my credit card. I am disappointed with this company, to continue to charge my credit card against my will is criminal. If you are providing a service and billing people you should have a operative support line to receive calls from those who need help with various issues when they arise.

  Business Response

  Date: 04/24/2023

  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: 04/26/2023

   
  Complaint: 19958633
  
  I am rejecting this response because: they are asking for my banking information in which I am uncomfortable with providing. Also, I have responded to them on 4/24 and I have not heard back from them it has been 2 days. They claim they can not find my account yet I am being billed twice a month. It feels like they are putting the burden on me to rectify this issue on my end and if I cant provide them with the information requested the billing will continue. Why cant they find my information in their system if they are billing me? Without BBB putting their reputation on the line I dont foresee receiving resolution.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we see that our Tier 3 advocate *** has been working with you on this issue. Upon checking we were able to confirm the case was closed on May 1st as there was no response from you to our agents last communication emails. Please reply to the last email our agent sent to you, if you want the case to be reopened. Take into consideration that the case gets archived a week later after its closed.
  
  Sincerely,

  Microsoft Corporation