Computer Software Developers
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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 ComplaintThe 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:04/06/2023
Type:Billing IssuesStatus: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 March 6, 2023 my bank account was debited twice for an annual automatic subscription for Xbox Live by the Microsoft Corp. They admitted that it was an error but are unwilling to help investigate the reason for the extra charge or refund the debit. I have made 5 attempts to resolve the issue with Microsoft to no avail. I have reported the debit to my bank as a fraudulent charge and they have not recovered the funds as of April 6, 2023Business Response
Date: 04/11/2023
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: 04/12/2023
Complaint: 19906213
I am rejecting this response because: The complaint is not resolved.
Sincerely,
***********************Business Response
Date: 04/20/2023
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 our agent is still working with you on this issue. Please keep collaborating with our agent towards a resolution.
Rest assured we will monitor your support case through resolution.
Sincerely,Microsoft Corporation
Initial Complaint
Date:04/06/2023
Type:Service or Repair IssuesStatus: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 an upgrade for Windows 11 Pro from Windows 11 home, when installing the upgrade, Microsoft pushes windows 11 enterprise, cannot activate the product. Called support, 3 times, I am on my 4th call now, waiting for someone to pick up the line and it is taking over 40 minutes every time. I want Microsoft to fix this issue, fix their horrible and constant waste of customers time, they love racking money in, but support? NO support, web support does not fix the issue and techs, well what can I say? They just hang up after a bit and then I have to go all over. My option right now is call the bank and report this transaction as a fraudulent charge from Microsoft for they are not delivering the right product and or helping to fix the issue.Business Response
Date: 04/11/2023
Hi *********,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Windows upgrade issues. A senior member of our Microsoft Technical 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:04/06/2023
Type:Billing IssuesStatus: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.
Despite numerous calls to Microsoft with my confirmed credit card charge and ability to confirm my identity for a subscription who's account I no longer have access to, there is a complete refusal to refund the subscription fee charged (after I put a stop payment in with my credit card company). Due to a system crash I was unable to access the account where I signed up initially and cannot remember the exact sign in details. I have been accused by their customer service agents of "human error" (which I admit to) but there should be a resolution. The most recent charge for a service that I cannot access (therefore have not received) occurred on April 4th, 2023 for a total of $19.20. The agent that I most recently spoke on the phone dismissed my claims, said they were unable to identify the charges to my credit card when I provided the full number and then wished me a good day and hung up. Completely discompassionate behaviour and unacceptable customer service.Business Response
Date: 04/11/2023
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: 04/14/2023
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:04/06/2023
Type:Billing IssuesStatus: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.
Months ago I broke up with my ex who used my card for his Xbox subscription of $14.99.Since then I know he no longer has an Xbox and I have been getting charged month after month the $14.99.I have since tried EVERYTHING to get the subscription cancelled so that they no longer charge my card and have had no luck. The customer service is TERRIBLE. There is no chat option anywhere on the website and when I call they ask me for the account information. If I had the account information I would have canceled it a long time ago myself. The man that assisted me last was nasty and practically said there isn't much he could do. I contacted my bank and they said they could cancel the last payment but it would not prevent Microsoft from charging me again in the future (future meaning next month). There should be a way for a representative to find the subscription using my card number and cancel all future charges! I am currently waiting on hold for the last 30 minutes to speak to someone and then the line just goes blank. This is terrible! Please have someone contact me from Microsoft, cancel the subscription, and refund me for ALL of the months I was charged without even signing into the account.*************Business Response
Date: 04/11/2023
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:04/05/2023
Type:Product IssuesStatus: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.
Hello, I had ordered a Microsoft laptop a few weeks ago and had a shipment issue with it but had it resolved with ****** after resolving it I had went to return it last Tuesday as I already gotten a new laptop due to the issue, and the laptop had said it been delivered the next day on Wednesday. Upon waiting a whole week and a few days past the time frame given, I have yet to get a refund for this order despite it being delivered and even signed for at the warehouse. I had spoke to two agents who have both lied about me getting contacted by the escalation team whom where gonna refund me within 24 hours, which never ended up happening, and now I just feel robbed and like Microsoft is trying to steal my money as they already have the product and now Im out money for the laptop I had returned. 1ZEE06359124463641 Is the tracking of said returned laptop and ********** is the order number for it. Im at my **** end and feel my only solution is a chargeback as they refuse to make it right and contact me about thisBusiness Response
Date: 04/10/2023
Hi *******,Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox console replacement issue. We have seen that you already had a previous request ********** we can see your case is still being worked. If you need any updates on it feel free to contact agent who is handling your case.
Sincerely
Microsoft Corporation?
Initial Complaint
Date:04/05/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
To Whom It May ********* signed up for Skype's phone services, which is run by Microsoft, that can be used on your phone or computer. Several months ago, I cancelled the services. I was surprised to see the services still charged to my credit cards this month (April 2023) (see attachment), when I last used it around 6 months ago. I assume the responsibility for not checking my statement earlier and am not asking for compensation for my oversight. What I find morally reprehensible is that there isn't an easily discernible way to cancel. Since it appears that I was signed up for "auto-recharge" option. Essentially, that means I don't have the ability to manage my subscription (see attachment). The reason I was able to figure it out is because it states in on the website as a note under how to manage the subscription. The note states "Note: If you don't have the Manage button, it might be because you have Skype Credit rather than a subscription. Skype Credit only continues to charge you if you have auto-recharge enabled on your account" (See attachment). The only way I found to stop being charged is deleting my cards from my Microsoft Account, but I'm still subscribed. Furthermore, there is nothing that shows under subscriptions on Microsoft. Skype is run off of a Microsoft account, so it makes it incredibly difficult to stop paying for Skype services. When it is this difficult to figure out how to cancel a service, it is a dishonest attempt by a company to make money off customers. Thank you for your time and attention to this matter.SincerelyMs. **********************-304-0472Business Response
Date: 04/10/2023
Hi Abbey,Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Skype charges and cancellation request. A senior member of our 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:04/04/2023
Type:Product IssuesStatus: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've had issues with Microsoft over the past two months. First, I didn't receive $1 cash back on an offer for Receipt Scan (it's the blue $1.00 arrow and Grocery Offer in the screenshots). Microsoft doesn't have customer support for Receipt Scan. Second, I didn't receive 500 Microsoft Rewards points for completing a punch card back in February (Xbox Game Pass Dynamic Duos; the achievement unlocked to complete it is Driven from the game Mass Effect 3 as seen in the screenshot). I've tried contacting customer support about this issue for over a month, but they haven't done anything yet. The first time I contacted customer support, it was nearly a month before I received a reply and the ticket was closed almost immediately after receiving the reply, meaning that I couldn't send them screenshots of the issue. Finally, I redeemed ****** Microsoft Rewards points to purchase Game Pass Ultimate, but I'm unable to do so. In the screenshot provided, I can't highlight the Confirm tab and click on it to make the purchase. Because customer service still hasn't resolved the issue with my missing points, I don't know if they'd ever resolve this one either.Business Response
Date: 04/11/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Game pass 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 CorporationCustomer Answer
Date: 04/17/2023
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:04/04/2023
Type:Service or Repair IssuesStatus: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 am filing a second complaint because Microsoft is the worst.Their products never have their warranty information on the boxes(how lazy).Microsoft hires foreigners for the cheap who never understand or comprehend what you are saying because they value greed over good customer service. Just because you give them English names Microsoft doesn't mean they'll understand it well.Contacting them for resolution is pointless. My first complaint got me ***** who proceeded to talk about controllers when my issue is this;I am a disabled man (barely ) living on $914 a month. I don't have money to waste on $300 disc drive repair because you can't educate the customer on replacement ********************** series x (you gave me after the first failed for the same issue)warranty or the customer can't buy additional warranty for the replacement xbox series x.I bought $60 headset wired that finally started going out as well. I was told it only had 6 months warranty. Like how hard would it have been when they told me I was getting my replacement xbox series x that I had 1-6 months or 1 year warranty and if I wanted I could buy extended warranty but noo!!!!!!!!!!!!!! I have had 2 defective disc drives on 2 different xbox series x. Why don't you repair this one for free since I was never told if I could buy extended warranty or if I even had warranty on the replacement xbox series x. As a long time fan since day one, original xbox Microsoft has fallen off.Business Response
Date: 04/11/2023
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 CorporationCustomer Answer
Date: 04/11/2023
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:04/03/2023
Type:Product IssuesStatus: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've paid for Microsoft Xbox game pass ultimate and I use it mostly on my PC device. The application has stopped working and there doesn't seem to be an fix. I cant fine anyone on any website that has found a solution, because that doesn't even take into account Microsoft has barely passable excuse to customer service. Their reps openly admit that they don't know how to fix the problems and have no resources to do so, All you get when you call their support is transferred between reps until on hangs up on you. I have not been able to use the app for the past 3 months to install any games let alone play any games. Im clearly not getting the services that I paid for when I purchased the game pass. And I would like a refund for the past 3 months that ive paid for. It's sad that its come to this course of action after calling support several weeks in a row but Microsoft has clearly shown it has no interest in resolving the issue and is content with stealing money from its customers.Business Response
Date: 04/11/2023
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:04/03/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a healthcare provider (mental health, NP). My Microsoft email account was hacked - and I'm not longer able to send outbound emails. I have contacted *******, who escalated the issue to Microsoft. The response was: "We cannot get to this request before 10 days." // I need to respond to patients. Lives are at risk. This timeline is unacceptable.Business Response
Date: 04/10/2023
Hi Abbey,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your compromised Microsoft account. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is?**********.
?
Sincerely,?
Microsoft Corporation?
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