Business Profile

Computer Software Developers

Microsoft

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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

5,363 total complaints in the last 3 years.
2,129 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:04/19/2023
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 April 4, 2023, I submitted a support request on Microsoft website for my 15-inch Surface Laptop 5, as it was no longer turning on. Initially, the support team was responsive and provided troubleshooting steps, which I followed and reported back with the results. However, when I attempted to upload the invoice and a photo of the laptop with the case number and note, using the link they provided to their Secure File Exchange website, I received an error message stating that the file upload had failed. Despite sending four messages about the issue, I did not receive any response from the support team and noticed that my case had been closed. This is extremely frustrating, as my issue had not been resolved, and it appears that my messages were either ignored or not received, leading to the closure of my case. I would like to escalate this matter to the BBB to receive appropriate support and ensure that the support team provides better customer service. For reference, my case ID on their website is Request ID: ****************, and the machine serial number is **************.
Business Response
Date: 04/24/2023

Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Surface issue. A senior member from Microsoft 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:04/19/2023
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.
Purchased a game marxh 10 2023 There was content missing Have over 150 emails trying to get this fixed and now there saying I can't get a refund because it is outside there allotted time but they were the ones giving me the run around having me do everything including reformatting my system I want my refund
Business Response
Date: 04/25/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Missing content 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: 19958291

I am rejecting this response because:

all they did was open a case file send me a email refusing any help or refund on the defected item and close the case , didnt ask any questions offer any interestin helping me

sinsely
*************************
Business Response
Date: 05/02/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As per internal Microsoft policies in-game and digital content is not refundable, however if the base game is completed and DLC or extra content is missing, we advise you to contact the developer directly.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/08/2023

Complaint: 19958291

I am rejecting this response because:
I have contacted ********** directly and have over 150 emails to prove it they haven't fix it , and have stopped replying to me this have been ongoing since march 10th I just want the game refunded . A defective game should not take this long to refund ,
Sincerely,

*************************
Initial Complaint
Date:04/18/2023
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.
My account has been hacked TWICE. They sent me a recovery form and told me they would migrate my account. They closed the case without notifying me and are refusing to do anything about it. Several agents have been downright rude to me when I explain that I have done all the things they suggest. They refuse to transfer me to a manager.
Business Response
Date: 04/24/2023
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: 19954013

I am rejecting this response because:
I got one email. I answered right away. Nobody has responded or made any progressive. STILL nothing is getting done. I am STILL locked out. I STILL cannot game.

Sincerely,

*****************
Business Response
Date: 05/03/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We have investigated your case and it has been resolved under the case ********. We will close this matter as resolved, thank you for supporting Microsoft.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:04/18/2023
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.
Once again Microsoft has screwed up. I changed my email address, updated and waited as necessary, 30 days and now that I want to completely delete my account, ******************** is trying to stop me from doing so by using an old outdated email address to send me confirmation, I AM SICK OF MICROSFT PULLING THIS. The old email they are trying to use, I waited 30 days to get rid of it and now they still want to use it. I AM DONE, I WANT MY ACCOUNT DELETED, I WANT THEM OUT OF MY LIFE AND I WILL TRASH THE COMPUTER BEFORE I EVER USE THEM AGAIN.
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
Initial Complaint
Date:04/18/2023
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.
Microsoft Azure opened an account in my name and billed me more than $2,500 a month for approximately a year after I notified them that I did not open or authorize the account. They either refused to cancel the account or could not cancel the account. For approximately one year I received a monthly bill for over $2,500 for a service I never authorized. Microsoft took money from my credit card after assuring me they would only use the card to reimburse me. The process to resolve this matter took as many as 50 hours away from managing the business.I would like Microsoft to share some of that pain - I would like the record to reflect the incompetence of Microsoft.
Business Response
Date: 04/24/2023
Hi *******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding Azure billing issues.
You will be contacted in the next 24 hours for further assistance and investigation about your incident by one of our senior members of Azure billing support team.
Sincerely,?
Microsoft Corporation.
Initial Complaint
Date:04/18/2023
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.
Microsoft has made recurring charges using my debit card from my personal checking account that were unauthorized. I do not have a Microsoft account and have not made a purchase. I have made two claims with my bank and have ordered a new card twice. After the second charge which was more than double the amount of the first, I had to cancel my ATM card altogether. I have made numerous attempts to resolve the matter with Microsoft. After many attempts to use customer service numbers listed online, I finally got through to a support number and spoke to someone who said she opened a claim with Microsoft. After a two hour call with her and providing all the information requested of me, she told me the company needed to do an in depth search for the account that charged my card. She said I would get an email back within 24 hrs. I got an email back within one hour telling me the charge came from a commercial account and I needed to contact the Microsoft commercial department. The email provided me with a phone number which I called. It was again an automated call only directing me back to an online help center. The online help center only works with people who have a Microsoft account and Microsoft products just like the phone system. I am about a week in to dealing with this issue. My bank has done all they can as I have. The problem is that there still remains an open account making recurring charges to my bank account. What can be done?
Business Response
Date: 04/24/2023
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: 04/25/2023

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:04/18/2023
Type:Delivery 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 $99.99 for Microsoft 365 family , on april 14 2023. I tried to inform them of there error, but was answered with a recorded voice " refunds are not accepted". I never ordered this software!and it is not installed on my computer.Info:Payment sent to Microsoft Corporation April 14, 2023 at 11:53:54 PM PDT Transaction ID: ***************** (paypal)Invoice ************** Payment Status: COMPLETED Gross amount -$99.99 USD
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
Initial Complaint
Date:04/18/2023
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.
3/29/2023, received an email offering the movie "Avatar:Way of Water" and extras. Clicked prompt to MSN-Store. Looked and tried to figure out system.Never having done this before, saying digital movie, I assumed it was a digital disc and would be shipped. After I paid, prompt showed click for download. Prompt did not work, I figured it was for the extras. This WAS FOR A MOVIE, NOT AN XBOX GAME! I do remember clicking type "HD" which is what my discs state. Order#**********. I called MSN-Store next morning to get a credit after finding out I would not be receiving a disc. Was transferred to person who had to issue the refund. Person #2, assisted find correct place for refund. No info on return rules. Reps I spoke to did not say I could not receive a refund. Rep showed me how to find the place to get refund from MSN-XBOX. At this point I was completely confused! I do not have an Xbox(?). Computer screen to small to watch a movie, not on my phone. I am 80 years old, NOT computer savvy, bought movie so I could watch on my SmartTV. I'm not the only person getting fedup with online orders. Encoutering Scammers, Product Not Correct, No Product Sent, hassles on refunds and NO LAWS TO HELP online shoppers!I was advised by site refunds determinations would be 72 hours! By the extremes I went through, it is very apparent that MSN Store/XBOX, have NO idea what customer service is. The email I received refusing my refund for $21.21, is my first experience at "AI ******"(?), NO HUMANITY DISPLAYED. Just to the point of rule, NOT DISPLAYED on the site. NO reason, no refund! SO THE ALMIGHTY MSN-XBOX HAS SPOKEN, THERE SHALL BE NO REFUND! BECAUSE MSN-XBOX HAS NO CUSTOMER SERVICE, IS KEEPING MY $21.21. THE LACK OF HUMANITY IS SHOWN AT MSN-XBOX. DOES NOT FIT RETURNS FOR MOVIES, DOES FOR GAMES (WHICH I DID NOT BUY). Couldn't read prompt, it did not work! I did respond to email, I am not happy with MSN-XBOX!Your service request number is ********** in case you need it.
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: 04/24/2023

Complaint: 19948852

I am rejecting this response because:
I do not wish to explain my complaint again. I was put through the wringer by Microsoft trying to get a refund. I want a refund for a movie I never got.
I am going to wait 7 more business days before I go to the Federal Consumer **************** If Microsoft had been explicit about options for "UNSAVY"
Consumer it would not have come to this. Very VAGUE on OPTIONS! This world, still has a large population of not understanding the digital age. I am 80 years
old and just tired of hassles. I just want a credit to my debit card, for a movie I never received!
Sincerely,

***************************
Business Response
Date: 05/01/2023
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 refund has been processed. Considering this information, we will be closing this complaint.

This case is now closed as fully resolved.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/08/2023

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:04/17/2023
Type:Order 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 had Microsoft for last several years because of their Word program. I am an author and their program allowed me to write and publish my books. they started making it impossible to get my manuscripts by having them as soon as written into some kind of gibberish language and storing them. when I needed them they said i was not authorized would get bits and pieces to get books published but now i could not get last book that was half done as all they gave was pages no text . then they say i have a business subscription and are going to charge my card I have a paid personal and wrote several requests to cancel everything. they will not let me because say i have wrong password. keep changing but still will not accept how can I stop monsters so big and rich. I just want rid of them and start over elsewhere. I am 82 and just want to write without being robbed.
Business Response
Date: 04/24/2023
Hi *******,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account issue and cancellation request. A senior member from Microsoft 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:04/17/2023
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 a windows 10 computer and a business subscription to Office 365.In the past months Microsoft has refused to provide me with tech support for my 365 Word Program.The problem stems from the fact that I am unable to receive calls from Microsoft. It is only Microsoft that cannot contact me, no other person or vendor.I have spoken to my internet provider and to my Apple iPhone servicer to address the problem and they troubleshooted my iPhone and found no cause.The problem is also that Microsoft makes no effort on their part to solve this problem as I have called the Microsoft store here in Manhattan on *********.The salespeople at the store make no effort to resolve this problem. Meanwhile I have no tech support which I need very much for my Microsoft Word.One thing is certain, I will never buy another Microsoft Computer again. It will be an Apple computer. I know if anything goes wrong, I will be able to contact a live operator. Microsoft should refund my money for my computer. This is a ****** and that is that Microsoft is literally a horrible place to do business with. They think that no matter what they do it wont affect their bottom line. I promise Microsoft as a successful business owner I will advise all my clients to stay away from this dreadful company. *****************************
Business Response
Date: 04/24/2023
Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Business account and technical issues with the product.
After further review, we found you have a previous services requests such as case ********** we suggest you keep in contact with the person who is handling your case.
If you need any updates feel free to reach out the agent.
For future issues, visit microsoft.com
Sincerely,?
Microsoft Corporation.

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