Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,152 total complaints in the last 3 years.
2,060 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:12/31/2022
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.
1. Purchased a Xbox Series X on Dec 29, 2022 on Microsoft.com using my **************** Credit Card. Microsoft.com charged $467.07 on my **************** credit card. 2. My credit card company **************** have a spending offer by purchasing $500 or more in a single credit card on Microsoft.com, the credit card holder will receive a $100 credit. 3. I tried to purchase another item on Dec 30, 2022 on Microsoft.com. The Microsoft.com system blocked the transaction for unknown reason. 4. I contacted Microsoft.com chat agent on Dec 30, 2022. The agent created a case on Dec 30, 2022. They created a case for this issue **********. The agent says the issue will be resolved "very quickly". 5. On Dec 31, 2022, I tried to purchase a wireless controller on Microsoft.com again. The transaction was blocked again. The chat agent says the case was updated to "resolved". However, when I try to purchase the item again. It was still blocked. 6. The chat agent says he cannot provide any assistance but just update the case. 7. I contacted my credit card company. They say my credit card did not block any transaction. The card is good to use.8. Due to Microsoft.com's block, I was not able to take advantage of this spending offer my credit card company offered.
Business Response
Date: 01/09/2023
Dear *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your compensation request.After reviewing your complaint and recent service request SR ********** we see that one of our Microsoft Store Support agents has been working with you on this issue. Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/31/2022
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 trying for months to cancel my skype account but the website does not allow anyone to call or to email. i have refuted the credit card payments but do not want to do this every month for the rest of my life. i did not set up this skype account and i want it closed permanently and all money refunded for these nefarious, illegal charges. the skype and microsoft websites purposely reroute and discourage people from cancelling accounts and make it impossible to do so.
Business Response
Date: 01/05/2023
Dear ***********************; !!

Thank you for contacting Microsoft Corporation via the BBB regarding   of your issue. Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.

Service request 7011818046 has been created for this case.

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/05/2023

Complaint: 18666804

I am rejecting this response because:
microsoft and skype have a long sordid history of promising resolutions
but all they do is put the consumer in an endless maze of automated responses, do nothing, while lying about helping us.
microsoft and skype are stealing from millions of US consumers.
read the reviews on this website for microsoft, the owner of skype.    the only way these companies could stay in business is through buying politicians and lobbyists so they can continue their monopolies.   please start a class action suit against these companies. maybe that will help us.

Sincerely,

*************************
Business Response
Date: 01/19/2023
Dear ***** !

Thank you for contacting Microsoft Corporation via the BBB regarding of your issue.Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.

Service request ********** has been created for this case.

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/25/2023

Complaint: 18666804

I am rejecting this response because:
You folks at Microsoft are amazing at giving people the runaround.
Its amazing to me that you have a good reputation.
But as *************************** likes to say: It takes many years to get a good reputation.   You can lose it in five minutes.
All the copies of these pointless, circuitous emails that give your tax paying, hard working clients the runaround will be used to prosecute your company for these illegal activities.   Class action suits as well as sanctions from Congress should be on your horizon very soon.
I just have one question to ask you? How do you sleep at night when you read the reviews left on the Better Business Bureau by people who cannot afford the money that you steal from them? And then you have the nerve to close out this case and send a follow up email that does not allow me to respond NO to your response!
You just sent me this email that does not allow me to respond.
How can Microsoft have such awful customer service and links that dont work on crucial emails?
Support

Hello,
Thank you for using Microsoft products and services, we appreciate your business. This email is to confirm that your support case has been closed, the details of the service request case are as follows:
Service Request #:7011818046
Closed Date: 1/25/2023 9:50 PM UTC
Did we resolve your issue?
Yes, during my first contact
Yes, after multiple contacts
No
NONE OF THESE LINKS WOULD WORK.   How can microsoft send an email that you cannot respond to when that is the intent of the email?   That would be like going to a diner to get a meal but they have no food. Or trying to buy gas at a service station where they have none.

and then microsoft ends the email with this horse manure!   this makes my head spin around like the little girl in the Excorcist movie.

Thank you in advance for your valuable feedback and time.
-Microsoft **************** and Support

Based on your response, we may contact you about your experience to help resolve any outstanding issues and ask for additional feedback. This message from Microsoft is an important part of a program, service, or product that you or your company purchased or participate in. Microsoft respects your privacy. Review our online Privacy Statement.
One Microsoft Way, *******, ***************** Microsoft
IT SEEMS CLEAR THAT MICROSOFT WILL OBFUSCATE AND LIE TO KEEP FROM REFUNDING MONEY THAT WAS ILLEGALLY CHARGED.   THIS MONOPOLY SHOULD BE BROKEN UP.

Sincerely,

*************************
Business Response
Date: 02/06/2023
Dear Yardley !

We sincerely empathize with you. However, as no further resolution can be offered, We will move forward with closing this case.We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/06/2023

Complaint: 18666804

I am rejecting this response because:
Microsoft never resolved anything.
Microsoft and Skype only gave me the runaround repeatedly.
please try and get a class action suit against these companies for charging credit cards without the consumer's permission.

Sincerely,

*************************
Business Response
Date: 02/10/2023
Dear ***********************; !

Thank you for contacting Microsoft Corporation via the BBB regarding   of your issue. Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.

Service request 7011818046 has been created for this case.

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/15/2023

Complaint: 18666804

I am rejecting this response because Microsoft and Skype have never resolved the problem.   the ** Congress needs to look at the horrendously awful recommendations that the Better Business Bureau has compiled for these companies.   Any other businesses would be shut down for such malfeasance and predatory behavior.    Microsoft and Skype are monopolies so that they do not have to respond to legitimate problems with billing, products, and services.    A class action suit should cost them billions of dollars.   I read testimonials on the Better Business Bureau from people who could not afford the money that Microsoft stole from them.    How can these companies be based in the U.S. (I think they have off-shored SKYPE to avoid paying taxes and to make it harder to *** this company).

SOMEONE AT THE BETTER BUSINESS BUREAU NEEDS TO CONTACT CONGRESS TO SHOW THEM WHAT AN AWFUL EXPERIENCE IT IS TO DEAL WITH MICROSOFT/SKYPE. The U.S. government has paid billions of dollars to these companies for research and development and other products and services.   This gravy train should be shut down.

Sincerely,

*************************
Business Response
Date: 02/21/2023
Dear Good Afternoon ,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/31/2022
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.
I purchased a year's subscription for a Skype phone number in order to use this for my banking needs. Literally 5 minutes after purchasing, I discovered that banks calling systems do not recognize Skype numbers, therefore the number was useless. They failed to disclose that the phone number was not valid under all carriers before I purchased this. I attempted to get a refund for my $52 but there is no way to contact Skype or initiate any kind of chat or phone call or email.
Business Response
Date: 01/06/2023
Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Skype subscription and refund request.
We suggest you visit this link ***********************************************************************
(Help for Skype user guides, FAQs, customer support)
Click on; chat with Skype customer support and you will see a pop-up, insert the captcha and continue for assistance or click on Can I get a refund from Skype? and you will see the instructions on how to request a refund.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/06/2023

Complaint: 18666493

I am rejecting this response because:
I clicked the link as instructed to join the chat. I opened two separate tabs in two separate browsers. After being in line approximately 15 minutes I began taking screen shot to document the time (12:20, 12:30, 12:40, 12:50 & 1:00pm). No one every answered the chat. Also, I looked again to see if there was any information given to indicate that a Skype phone number does not receive service as a normal phone. The only information given is that "Skype does not place emergency calls". There is no other information provided to indicate that there are certain numbers that would be rejected i.e. banking numbers. I can provide a screenshot of this as well.
Sincerely,

***************************************
Business Response
Date: 01/19/2023

HI *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype purchase concern. A senior member of our Microsoft Technical Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/26/2023

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:12/30/2022
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.
November 28, 2022 Bought an Xbox gift card from target. The receipt as provided below shows it was activated. When entered in the Xbox store it says it wasnt activated. I went back to Target they said contact XBox. When I contacted Xbox they said to contact target. I just want the $25 for the Xbox card.
Business Response
Date: 01/06/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Gift card issue. 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 7011859703.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/06/2023

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:12/30/2022
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.
The problem started when my son forgot his password to his **Box Live account a week after we created it. We tried to reset the password, but it required him to enter a verification code that was sent to the **mail account we used to set up the **Box Live account which he also forgot the password to. We tried to reset the password for the **mail several times (more than 5) and each time were sent a response that there was not enough evidence that we were authorized to access the account. I contacted Microsoft customer support and several occasions through October and November and were told the same thing each time. They would need to access the account to be able to cancel the **Box Live subscription and they would need to send us a verification code to the **mail that we used to set up the **Box Live account, which I already mentioned, we could not access because of the forgotten password and no way to reset. They also told us to file a escalation of our case to have access restored. We attempted this several times (more than 5) and were told that there was not enough evidence that we were authorized to access the account.Every time I called in to Microsoft customer support I additionally asked what other steps or other departments I can access to try to resolve this issue to get the account access restored or just cancel the account and was told there was no other methods available. When I push for speaking to a supervisor or some other way to escalate this case they disconnect the call.What I want to see is Microsoft give me a way to cancel the account and remove the November and December charges of $15.89 (total as of 12/30/22 is not $31.78 with a new charge of $15.89 being applied on the 2nd of each month) from my credit card.My original contact with Microsoft customer support was on October 16, 2022 and the only thing I was given was a case number. That Case Number is **********. There were other cases open as I got one each time I called, but I cannot locate them and after awhile it seemed fruitless to keep them as I was not being given any new information, just a repeat that there was no way they could assist with cancelling the account.
Business Response
Date: 01/06/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account. 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 7011853739.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/09/2023

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 pending their promised contact by at least Tuesday January 10th (two business days from receipt of their response) and subsequent resolution of the issue. If I do not receive this contact then I will be looking to further escalate this complaint.

Sincerely,

***************************
Initial Complaint
Date:12/30/2022
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 purchased a new **** Inspiron **** Desktop on 12/3/2022. It came preloaded with Windows 11: 22H2 (OS Build 22621.936)I have been having a large number of technical and Operating System issues since the beginning but have never found a successful way to contact live MS ********* Support for the help I need currently. Microsoft stopped taking all phone calls well over a year ago and now requires what I recall was a $300 or more subscription to allow anyone to even chat with a technician over the internet. Instead they suggest that we use the MS ****** forum, which is not required to, and often does not, even respond to anyone's question. This is for help with any of their products. Is there anything such as corporate responsibility for your own products anymore?Yesterday, 12/29/2022, I purchased the Aura ************************** application to protect my personal data on the computer and phone. Shortly before my new computer arrived *********** account had been hacked but all necessary steps were taken to thoroughly clean my old computer. I ran Microsoft anti-virus software on my new computer as soon as I could. However while Aura was setting itself up on on my computer it gave me the following message:"There was a problem starting C:/Windows/Installer/MSIC724.tmp is not a valid WIN32 application"The OS was preloaded on my computer before I ever received it and I have not downloaded anything other than a few games from the Microsoft Store and my very secure and highly respected email application. Even if I had done something, I very seriously doubt that any foreign software could have inserted a bogus application inside the highly toted secure Microsoft internal OS file system. In the meantime I cannot continue to install Aura and can find no way at all to get Microsoft to help me.
Business Response
Date: 01/06/2023
HI *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your technical issues with windows system. A senior member of our Microsoft Technical Team will start an investigation related to this matter and contact you directly. Your new Service Request is 7011843141

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:12/30/2022
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 sells their hardware directly from their website. On this website they offer new and refurbished Microsoft hardware. I purchased a refurbished Xbox Series X from Microsoft directly, and at the time of purchase, I was offered their extended warranty for three years which included accidental protection.After giving the Xbox to my children for Christmas this year, everything worked great. However, about three days later, I received an email from Xbox stating that I can add the ************* Plan to the Xbox. I thought this was odd since I purchased the warranty when I bought the Xbox Series X.I first spoke with Microsoft Sales support, and they couldn't help but told me to talk to Xbox support and promised they would fix the problem.I contracted Xbox support, and after two attempts (the first rep hung up on me, he couldn't understand English). The second rep, was able to understand English, and informed me that the Xbox could not have the complete care plan added because it was a refurbished Xbox. I requested escalation to a supervisor, since this would be false advertising and Microsoft is not honoring the warranty for the device. *********, the supervisor for the Xbox Rep, called me back. And she also could not help, only offered to refund the warranty cost. I asked to speak to her supervisor, and she could not do that. Below are the support reference numbers:xbox support - ********** store reference ***********
Business Response
Date: 01/05/2023
Dear ***** **** !!

Thank you for contacting Microsoft Corporation via the BBB regarding of your issue. Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.

Service request 7011813518 has been created for this case

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/05/2023

Complaint: 18663852

I am rejecting this response because:

Sincerely,

*********************
Initial Complaint
Date:12/30/2022
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.
Yes on December 16th 2022 I sent my elite series 2 controller in for repair it was sent back to me not repaired in n worse condition. I then called support and was told I would have send it again for repair. I did and I sent sent a another controller for replacement it. This controller turns off randomly in doesn't work either I was told I would have send it in again. I'm not wanting to have go thur this process over and over. I originally got this controller as replacement in a class action lawsuit. It hasn't worked properly. N I keep receiving inadequate repairs. At this point I feel I should receive a brand new controller at this point. And some kind compensation. I'd be happy with brand new elite controller design labs.
Business Response
Date: 01/04/2023
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 7011776103.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/30/2022
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.
On Dec 7th or 8th (the email dates from Microsoft support are wrong) I purchased in game Apex coins from the Apex Legends Game menu on the Xbox platform in the amount of ***** to receive ****** apex coins for in game for accessories, skins, items, weapon cosmetics ect. to spend, it was for the event that was going on at the time. It did not give me the coins I purchased. I restarted my game and nothing. I requested a refund it was denied stating "you've reached your limit this yr on refunds" . I called and i got no help from anyone I'm just out *****? I consider this theft. On Dec 27th I then attempted again thinking that was a glitch and it couldn't possibly happen twice! Well I was wrong. So on Dec 27th i then purchased another ***** bundle to receive **** in Apex coins for cosmetics/accessories & & **** bundle to receive 500 Apex coins as well. I was tryin to get enough to by a certain item. I did not receive hem again and requested a refund and was denied reasons the same as stated above. before contacting a lawyer I am asking for a resolve. The policy of only 3 refunds a yr is ludicrous. U cannot put a limit or time frame on if and when your system crashes and in essence steals money from people. I have nothing and in business that's fraud, I have no money and no product I should have either the money or the product. You cant be allowed legally to keep some ones money and the product and leave them with nothing and no recourse. Your system is flawed and doesn't give players what they pay for this has to be wrong. It is not my fault you system is flawed causing u to steal money. Your system overseeing the site I know can see what the balance of coins were before and after a purchase. Clearly u can see a balance ad the coin balance avail for spending did not change after purchase therefore confirming lack of distribution of what one has purchased. Your team can also see that there were no added features/accessories/in game content added to ones account.
Business Response
Date: 01/05/2023
Dear ***** **** !!

Thank you for contacting Microsoft Corporation via the BBB regarding of your issue. Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.

Service request 7011812274 has been created for this case

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/05/2023
I am rejecting the response from the company pending the outcome and the resolution they
they propose and I accept. Once they contact me with a resolution I will consider closing the case
Complaint: 18661834

I am rejecting this response because:

Sincerely,

*********************
Business Response
Date: 01/17/2023
Dear

Thank you for contacting Microsoft Corporation via the Better Business Bureau. It has been a tremendou joy and privilege to be providing you with follow up , until get issue fixed, , however , I will continue working with a resolution for this matter.

We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

Service request # 18612886 has been created for this case.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/10/2023
My case was not resolved and I did respond your saying u closed it which I dont agree with . I spoke with Microsoft and they are refusing to give my money or the product . You nee to reopen this case you are falsely stating I didnt respond in time
Business Response
Date: 02/20/2023
Dear *********************; ,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/23/2023

Complaint: 18661834

I am rejecting this response because:
The screen shot you provided outlines REFUND PLOICY ONLY!. If that is your stance, it says nothing about keeping both the product and the money. If you feel the REFUND limit has been met by your policy you still have the legal obligation to provide me that which I paid for and that is the amount of coins specified in your screen shot I did not receive. The coins were purchased, your system glitched our and I did not receive them of that which I paid for. Based on your response your not giving me my money then you need to give me the product I paid for that i did not receive. You cannot keep a customers money and the product, I have a right to have one or the other. You have the option of giving the customer, me what I've purchase and paid for which are the Apex coins.
Now the is the last correspondence I will be having on this issue if you still insist on stealing my money. I will investigate starting a class action lawsuit on this very thing your company keeps cheating people out of and or hiring a lawyer direct to resolve the issue. At this point its the principal that you are trying to keep my money without giving me the product I paid for which you are cleaning stating I WAS INFACT CHARGED FOR. And I will not allow you to continue to get away with this. Im hoping you will resolve this issue with the games developer since you work in conjunction with them and provide me my product I paid for.
Thank you
Sincerely,

*********************
Business Response
Date: 03/10/2023
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 Accounts & Billing Support advocate ******** has been working with you on this issue. Upon checking the case, we were able to confirm it has been closed as we cannot provide the refund. Our agent explained you need to dispute this issue with the publisher of the game, as we dont have access to checking in-game currency. We are only able to see if the purchases went through, and our agent did. We sincerely apologize for the inconvenience; please understand we cannot move forward due to our policies.

We will close this complaint as we stand by our advocates resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/29/2022
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.
In July of this year, I released a book called Overwhelmed (Yes, I'm talkng to you). In the back of the book, I indicated an email address that I had obtained from Microsoft Outlook, I believe around October or November. The email corresponded with the book, Overwhelmed-**************** I had issues with the password as I input what I had as the password, but after several attempts, I was locked out. Here is where my problem occurs. There is ABSOLUTELY NO WAY to get a live person to speak with to resolve the problem. I have completed their forms so many times. I have given them all the information to identify myself, but to no avail. Their form asks you to list the three people that you sent an email to and what the subjest was. THIS IS A COMPLETELY NEW EMAIL so I didn't have three people to list. When you call the number, the recorded lady refers you back to the form. I called a local microsoft office and got the same recorded message. I called Microsoft sales and got someone who tried to help and he ran into the same problem. I paid money to their online referral, Just Ask, and they had the same issues. I NEED ACCESS to my mail and I need someone to speak to. I've seen online and I believe on this website where many have complained about the same thing. Everything refers me to online, which is not helpful. My next step is to write a negative customer review and add it to the compilation of others who have had the same frustrating issue. Please help as all I want is to talk to a live tech, get my email password reset and be able to get my emails. It makes me look unprofessional not to respond to those who have reached out to me. I have had to set up another email through another carrier and make corrections in the books that I personally sell, however, I cannot do this throuogh those sold on Amazon. Thank you for your assistance.
Business Response
Date: 01/05/2023

HI ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account recovery issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 7011807118

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. They say that they have assigned a Senior Consultant to investigate the issue and get back with me. They have assigned a ticket number to my issue. I will await the conclusion of their investigation and if I find their resolution satisfactory as in the resetting of my password and release of my emails, I will reply accordingly.
Thank you.

Sincerely,

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

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