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 Store

  4200 Conroy Rd Orlando, FL 32839-2400

• 

  Microsoft

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

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:04/13/2023

  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.

  Problem #1 4/13/2023 Spent more than an hour on the phone to receive help for program not working. They were clueless as to even the functionality of the program. I had to repeat myself at least six times before they understood it. Then sent me tried to redirect me instead of actually fixing the problem! They refused to fix the issue. I repeatedly asked why am I paying for a product that doesnt work? How are you going to compensate me for this? I received nothing except excuses and apologies. I dont want apologies. I want what I paid for and have been paying for for years now, which is a working product! Hours later, still no progress a the *************** up on me. #2 I have called in numerous times, spent hours on the telephone, promises of the issue being resolved when it hasnt. My email wont sync in the system. Again, I pay for them to have a working program where I can access all of my emails in one spot. I spend hours upon hours on Line with help desk and the problem still isnt fixed. Every day I receive several emails stating the same message but no matter how many times I call the helpline, it is NEVER fixed! Why am I paying for a non working program? #3 When a person wants a live person to call in with an issue, it takes significant effort to get a callback. Very difficult process. You must wait for them to call you. I hate it. I operate a business and constantly have calls coming in and need to answer. How am I to know who is calling to whether accept or decline a call? We, as the consumer need to be able to call a number and have a live person answer. Im paying for a service and service is NOT a what I am receiving! I want some type of financial restitution for the product not working consistently. I want a fixed product. And finally better service. It is unacceptable to pay for a product that does not work consistently. Its not an isolated incident. Im tired of this company treated us like crap!

  Business Response

  Date: 04/18/2023

  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:04/13/2023

  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 bought a HP laptop from ****** on 11/10/2022 alongwith MS ****** Home 2021 for which I paid ******. After the free trial was over, I duly entered the product key for the MS ********* I was surprised to see a charge of $ ****** on my credit card towards the aforesaid ********* I immediately contacted my Credit card company to dispute the charge and simultaneously called MS ******** care (case # *********** to resolve the issue. The attendant on the other end named **************** assured me that this charge would be taken off soon after I shared the Product key which I had used for the said ********* This was a false promise, I soon found out as this charge was not reversed. My credit card company which had earlier credited my account with $ ****** based on the dispute have now reversed this charge saying that the trader namely Microsoft is not agreeing to reverse the charge. I again contacted Microsoft on their ******** care ( case # *********** today and they have again refused to reverse the charge of $ ******.My point is why the Microsoft is charging me twice for the same MS ****** Home 2021 ? This is highly unethical and not expected of any organization, more so from Microsoft.*************************** E-mail # ************************** Cell # ************

  Business Response

  Date: 04/18/2023

  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:04/13/2023

  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 have had a free email account for the past 20 years through Microsoft (Hotmail). When I signed up for my email account with Microsoft 20 years ago, and for many years since then, there were no fees for storage space. They should not be able to now, suddenly, charge me for storage space on my email account after all these years providing the free service. On Saturday, April 8, 2023 Microsoft froze my account so I am neither able to send nor receive emails. They are forcing me to pay them a fee to buy additional storage space through them. Microsoft is saying I am over their 15 GB storage limit, however, my email has been over this limit for the past 5 years, and my storage has been relatively stable over that period of time. Until I pay them a fee, I am not able to send or receive emails. There is no ethical rhyme or reason as to why they suddenly froze my account and are forcing me to pay for more storage; essentially they are blackmailing me. This is completely immoral and unethical. Not to mention how much of a safety and financial risk this is putting on me. I receive doctors notices through my email account, urgent/important information regarding my children's schools, college information for one of my sons considering colleges, as well as many bills, and other important and private information that I am no longer able to access. Not only is my familys health at risk by not being able to receive doctor ******** but my financial viability is at stake because I am not able to receive bills, and my children's safety is at risk as well since I cannot receive important school and other organizational updates. Microsoft should not be able to force me to pay for email storage after providing me with this free storage for 20 years, and especially considering I've been over their 15 GB storage limit for at least 5 years and they have never charged me before. Please force Microsoft to give me the ability to send and receive from my email account.

  Business Response

  Date: 04/18/2023

  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: 04/20/2023

  Complaint: 19932264
  
  I am rejecting this response because:

  I have had a free email account for the past 20 years through Microsoft (Hotmail). When I signed up for my email account with Microsoft 20 years ago, and for many years since then, there were no fees for storage space. The original terms and conditions did not limit my email storage space.  Microsoft should not be able to now, suddenly, charge me for storage space on my email account after all these years providing the free service.  This is completely immoral and unethical.  Microsoft should not be able to force me to pay for email storage after providing me with this free storage for 20 years, and especially considering I've been over their 5 GB storage limit for at least 10 years and they have never charged me before.  Please do not allow Microsoft to charge me for email storage space.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/13/2023

  Type:Sales and Advertising 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 purchased an "Elite Series 2 Core" controller with the assurance of a 1 year warranty from microsoft. The build quality is notoriously bad however i've had the original elite series2 controller since release without issue during the warranty period. while gaming with the controller, the plastic handles litterally started falling to pieces from normal use. the rubber grips started to come off as well, all of which I assumed was covered under warranty. I did not abuse the controller(drop, throw, or otherwise do anything that is not expected from a gaming controller). Needless to say I am filing this complaint because they will not honor the warranty and wish to charge me roughly what I can buy a new one for in order to fix the plastic covering of the controller.

  Business Response

  Date: 04/18/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 04/19/2023

   
  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 in the event microsoft honors their original warranty.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/13/2023

  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.

  On Wed. July 22 ***** I pre-ordered a Microsoft Flight Simulator Premium Deluxe game. The game became available and digitally downloaded on Tues. August 18, 2020. I purchased this game with a MasterCard which expired in August 2020. The last 4 digits of this expired card was ****. The Order # for this purchase is:94177394 for a purchase price of $119.99. I have a printed copy of this dated 7/22/2020 12:37pm.The email I used for this purchase was hacked and apparently cause some violation of Microsoft's "Terms" or "Policy" and Microsoft has now locked me out of my purchase because of this. I have file numerous "recovery forms with negative results. I am asking that my purchase be released under my new email address or be refunded for the $119.99 purchase price.

  Business Response

  Date: 04/17/2023

  Hi ******, 

  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Flight simulator issues. Unfortunately, there is no way to transfer the game to another account.
  We are sorry for the inconvenience that his may have caused you.

  Sincerely,? 
  Microsoft Corporation. 

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19930966
  
  I am rejecting this response because: In my opinion, Microsoft has effectively stolen my game and my $119.99.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/20/2023

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

  As indicated and unfortunately, there is no way to transfer the game to another account.
  We are sorry for the inconvenience that his may has caused you.

  
  Sincerely,
  Microsoft Corporation. 

  Customer Answer

  Date: 04/25/2023

   
  Complaint: 19930966
  
  I am rejecting this response because: I ask for a refund if unable to release my product.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/01/2023

  Hi ******, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Flight simulator issues.

  As indicated and unfortunately, there is no way to transfer the game to another account.

  As to refund request, the timeframe is over which is only 14 days since the original purchase date.

  We are sorry for the inconvenience that his may has caused you.
  
  Sincerely,
  Microsoft Corporation. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19930966
  
  I am rejecting this response because: Microsoft has never stated a definitive reason for blocking my account to my purchase.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2023

  Hi ******, 

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Flight simulator issues.
  As indicated and unfortunately, there is no way to transfer the game to another account.
  As to refund request, the timeframe is over which is only 14 days since the original purchase date.

  
  We are sorry for the inconvenience that his may has caused you.

  For future issues, please visit Microsoft.com and get assistance. 
  
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19930966
  
  I am rejecting this response because: Microsoft has still not given a valid reason for blocking my account.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/15/2023

  Hi ******, 
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Flight simulator issues.
  As indicated and unfortunately, there is no way to transfer the game to another account.
  As to refund request, the timeframe is over which is only 14 days since the original purchase date.
  
  We are sorry for the inconvenience that his may has caused you.
  For future issues, please visit Microsoft.com and get assistance. 
  
  Sincerely,
  Microsoft Corporation.

• Initial Complaint

  Date:04/13/2023

  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.

  The reason for this complaint is a result of Microsoft is holding my free Hotmail account ************************ hostage that I have had and utilized since approximately ****. They are requesting I pay for storage and change it to Microsoft 365. I do not wish to have a Microsoft 365 account on my Hotmail account. Yesterday I was informed when I tried to send an email that I was over my storage limit of 5 GB at 6.9 GB and no longer able to receive or send emails. After doing research I saw that my account somehow was connected to OneDrive without my permission and only allowed 5GB although Microsoft's website says a free Hotmail account is allowed up to 15GB. I attempted to delete my Hotmail from OneDrive and was unable to since they stated this account is not active any longer and I was only allowed an option to pay for extra storage. I attempted to contact them by phone and online to no avail. While looking at my Microsoft Account I saw that Outlook (Attachments) only has 3.6 GB and OneDrive has 3.2 GB utilized at this time. I do not need my email stored in the cloud with OneDrive and do not wish to utilize it. I need this fixed immediately and I do not wish to be held hostage by Microsoft.

  Business Response

  Date: 04/18/2023

  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: 04/18/2023

   
  Complaint: 19930891
  
  I am rejecting this response because:  No one has attempted to contact me to rectify this situation and I shouldn't be asked to accept a response before this complaint is completed.  Once, we have discussed my account then I will write whether I accept or reject their response.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/25/2023

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. As per the current time to resolve this issue we have created a new case to solve your issue, case number **********.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/12/2023

  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.

  Recently, we bought 3 devices for our office (Microsoft Surface Laptop 5 for Business), however, 2 of them suddenly stopped working one by one every day when we have to finish the important work for our business there. We contacted Microsoft Business Support and it went well, they quickly replied to us with the troubleshooting steps, we performed them on both of the machines, however the problem still occur. We replied to them with the results of the troubleshooting steps and after that we never heard anything from them. We double messaged them in case they didn't receive our email, still no response from their side. Then we checked the Service Hub Portal, the place where all business support tickets are handled, and suddenly our ticket is marked as "Closed", while our issue was not solved yet, they stopped responding to our emails and we even messaged via online chat, they said they don't have access to business support tickets and told us to contact the business support, but how are we supposed to contact them if they closed our ticket and don't respond to our emails? This case really made us feel the low quality of service from Microsoft. We have been using a lot of their devices for office and they never had problems, but when it happened, Microsoft literally didn't care about it, which is spit in the face of such a big company. What we want is for Microsoft to get back to us and provide a solution to our problem. Two non-functioning machines are impacting our business, so we need a quick resolution to the problem. Our request ID is ****************. The serial numbers for both machines are 0F01CGU22413FB, 0F021DJ22413FB.

  Business Response

  Date: 04/17/2023

  Hi *****,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Surface incident. A senior member of our Microsoft Team?will start an investigation related to this matter and contact you directly to work toward a resolution. Your new Service Request is ********** 
   
  Sincerely,? 
  Microsoft Corporation. 

  Customer Answer

  Date: 04/20/2023

  The message I got was, "We've logged a support request and will contact you, one of our senior advocates will contact you within two business days." But no one has yet gotten in touch with me.
  
  Complaint: 19929738
  
  I am rejecting this response because:
  
  I have not heard from anyone yet. They should contact via email.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 04/25/2023

  Hi *****,
  
  Thank you for? Contacting Microsoft Corporation via the Better Business Bureau regarding your Surface incident. Based on the previous Service Request is ********** 

  We suggest you get in touch with the agent who is handling your case.
   
  Sincerely,
  Microsoft Corporation. 

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19929738
  
  I am rejecting this response because:
  
  Received email "One of our senior attorneys will contact you within two business days". No one has contacted me yet. 
  "We suggest you get in touch with the agent handling your case." How am I supposed to get in touch with them if the ticket is closed and no one answers?
  
  Sincerely,
  
  ***************

  Business Response

  Date: 05/04/2023

  Hi *****,
  
  Thank you for? Contacting Microsoft Corporation via the Better Business Bureau regarding your Surface incident. Based on the previous Service Request is ********** 
  We suggest you get in touch with the agent who is handling your case. Send an email and you should be contacted back.
  Sincerely,
  Microsoft Corporation. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19929738
  
  I am rejecting this response because:
  
  I already contacted the support agent in past few times, no reply from him, however I just emailed him again, hoping for positive result.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 05/12/2023

  Hi *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface incident. Based on the previous Service Request is ********** 
  We suggest you in that case to contact directly Microsoft support for further assistance. 

  Sincerely, 
  Microsoft Corporation

  Customer Answer

  Date: 05/18/2023

   
  Complaint: 19929738
  
  I am rejecting this response because:
  Where can I contact them other than phone?
  Sincerely,
  
  ***************

  Business Response

  Date: 05/23/2023

  Hi *****,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your Surface issue. 
  
  Please, feel free to visit *********** for your out of warranty or damaged Surface - Microsoft Support and follow the instructions.
  
   *************************************************************************************************************************************************************************************
  
  Or contact our Hotline: ************** for further assistance   
  
  Sincerely,? 
  Microsoft Corporation. 

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 19929738
  
  I am rejecting this response because:
  Just submitted repair requests using link that you provided. I will let you know how it goes. I won't close the complaint until our devices won't be fixed.
  Thank you,
  
  ***************

  Customer Answer

  Date: 05/30/2023

  Microsoft sent ** the shipping labels to send our faulty devices. I will let you know how it goes next.

  Customer Answer

  Date: 07/07/2023

  We needed help from Microsoft for two malfunctioning Surface laptops, and I was advised to send them in for a diagnostic covered by the manufacturer's warranty. It's been a month as they're reported as "delivered" on the tracking page (you can verify it, tracking numbers: 1ZW8597X8414039564, 1ZW8597X8420736398). When I approached support for an update, they claimed they would replace the devices and asked for delivery address. After it was providen to them, agent **** said the following: "Thanks for responding. As per Extended team, we are unable to assist further regarding *********** orders since products were not delivered to our warehouse. We hope we can have your kind understanding regarding this matter. It has been a pleasure working with you. We hope you understand that we value your loyalty and we hope that you can continue to enjoy the unique Surface experience. Please stay healthy and take care in these trying times." Essentially, they are claiming that they either lost it or stole it and are refusing to give support for their own product, as well as providing no next option for what we are expected to do with computers that were lost due to their carelessness. We hope BBB can help us resolve this issue; it has been a very frustrating support experience for us, especially as we are frequent customers. Case #:1054751402

  Desired Resolution:

  Finish the Job

  
  

  Business Response

  Date: 07/13/2023

  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 7020962820.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/14/2023

  I am rejecting this response because:
  I won't close the case until the company contacts me and resolves the issue.
  They can reach me by email ************************** or phone ****************). Preferably through email.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 07/21/2023

  Dear ***************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. We understand.
  
  In case you need further assistance, feel free to contact the person who is handling your case. 
  Service request **********  
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/12/2023

  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 frauded in November. I changed my email address and phone. I changed my bank accounts and credit cards. One credit card was close to being paid off so I just paid it off. I checked it yesterday and there was a charge on it from Microsoft in February 2023. I immediately call PNC Bank and they said I had to call Microsoft. Microsoft does not have a customer service phone number. A recording tells you to go online to resolve. It also says you are being recorded and the recording could be sent to ***************** or another country.?????I spent over 10 houra trying to get this resolved. I don't want Microsoft controlling my life any more!!! I use ******* I can not figure out how to download all of my private information stored in One Drive. I tried several times but each time when I went to one drive it asked for my password and then said it wasn't correct, After several attempts it cut me off and said I had to try again tomorrow. I tried to delete one drive from my phone and it warned I would risk losing important information I have stored. The site only gives you an option to change to monthly billing for next year. I was told by the *** I should file this complaint with you and the ************************

  Business Response

  Date: 04/18/2023

  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: 04/19/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19928603
  
  I am rejecting this response because: I want a phone conversation with a Microsoft ******** Service agent leading me through removing my personal information and pictures off of One Drive.  I would also like when I do save something in my computer that it goes into my documents not in the cloud.  I will then use a USB drive to save my information and back up my computer.  I do not ever want to use reoccurring billing for any account.  I don't want my credit card numbers stored on my computer or on the cloud or the internet.

  When I tried to stop the recurring billing payment a message came up telling me I was at risk of losing my personal information. There should be a law you should notify a user 3 times by phone call, preferably text and or email.  if no response if there is something stored in the cloud then it should be saved until that person is reached. What if I was in the hospital or some emergency and unable to be contacted. 

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

  Customer Answer

  Date: 04/24/2023

    I apologize for any inconvenience.  I must drop this case due to the lack of time I have.  I have too much on my plate. I was frauded with one of my credit cards yesterday and had a phishing attempt today. I need to get my late taxes filed and find a job to replace the ones I am getting laid off from. Microsoft contacted me by email and claimed I didn't respond so they were closing it.  All they did was to send instructions ... the same that was posted when I did a search.  They should have a person answering the phone by law!!!! Website only should be banned.
  

   

  Thank you for your time.

   

   

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

  --

  

  *******************************, Realtor Sales Associate

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

  1693 C

  Main Street

  ********, **, 34236

  www.Sarasotarealestatesite.com

  Mobile ************

  Office ************

  Fax ************

  *******a************************

• Initial Complaint

  Date:04/12/2023

  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.

  2 years ago I canceled my subscription with Microsoft because I no longer owned the computer I had purchased it for. Last year they charged me again and I tried to cancel subscription again and was told it was past the time allowed for a cancellation and refund. My credit card company even changed the number on my account. This year they started charging me again and cc company canceled the charge several times. I called credit card company to verify they still had the cancellation in effect and they assured me they did. A few weeks went by with cc company continuing to cancel the charge and then next time I checked they put the charge through. I called the bank again and they suggested issuing another new card. My thought was that didnt work the first time and Microsoft actually still had my old credit card number on the information for the charge. They even have my old address and there is a notation that they dont show the subscription being used on any device! I cannot find any way to speak with a person just an referred to a web site and that only gives limited options to solve the issue. I spoke with **** of America the bank representing the **** credit card they are sending a form to now file a complaint against Microsoft because I had filed for them to stop charging me and canceled the account. I would really appreciate your help with a refund if thats what it come to! It is very frustrating that anyone can continue to charge on a closed account or somehow obtain enough information to charge on a new credit card number! Thank you for your time and consideration. Please feel free to contact me should you require further information. *******************

  Business Response

  Date: 04/18/2023

  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: 04/23/2023

   
  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:04/12/2023

  Type:Customer Service 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 was trying to activate Office 2013 on a new computer. Unfortunately, the previous installation was once associated with an email account that is NOT and will NOT be used with Windows anymore. This is used for another (Linux) machine, where having an Office installation is impossible and completely meaningless. I asked the technical support to deactivate it from the old email account, so that I can activate it on another email. They first refused to do so but after I explained my issue, they told me that they will get back since they need to talk to their supervisor.I initially contacted them on April 10. I was told "I'll do one thing for you I am scheduling a call back for you within 2-3 hours and they will call you. I hope it would be okay for you." I agreed. Moreover, I kept the chat open, but they never came back. Finally, I called next day ****** 11), they told me that they will look at this issue. They still did not look at my issue, I called again ****** 11) - they told me that the issue will be escalated and someone will give me a callback in 24 hours. I waited for another day, that still did not happen ****** 12).I find it unacceptable that the technical support is unable to solve very simple issues. Moreover, what is even more concerning that they are completely ghosting their customers (i.e., never give a call back, never responding or even closing the issue). I am attaching the chat message to this complaint (it also has my account information as well as Request ID). Hope to hear back and resolve this issue ASAP.

  Business Response

  Date: 04/18/2023

  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

  "The problem was solved. Thanks!"