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Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 5,152 total complaints in the last 3 years.
    • 2,061 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/29/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a Microsoft laptop and during an update my computer locked and I have no way of getting back into it. This has caused me to lose tons of writing material. I need a solution or a new laptop.

      Business Response

      Date: 01/02/2023



      Dear  ********************************* !


      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team for this issue, on your and  an we have requested they contact you to assist with your complaint as soon as possible.

       

      Service request 7011683606 has been created for this case. 



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

      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:12/28/2022

      Type:Billing Issues
      Status:
      Answered
      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 deleted my old hotmail account because it hadn't been used in a few years. They will not allow me to recover the account in any way, nor recreate it with the same address.

      Business Response

      Date: 01/06/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account recover. 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 7011843940.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:12/28/2022

      Type:Product Issues
      Status:
      Answered
      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 called Microsoft 3 times to cancel a subscription. They transfer me to the wrong department and refuse to handle my request.

      Business Response

      Date: 01/06/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Subscription. 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 7011845039.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:12/28/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 Xbox package on 11/20 11/21-present, it's sitting in ** Called Microsoft 11/28 to let them know it wasn't recieved. They stated I needed to purchase another unit in order to recieve it by Christmas. Stated they would escalate the issue and refund my money. Although I paid $790 for a full unit, I have recieved refunds in small increments totalling leass than $200, now six weeks later. I've spent over four hours on the phone with Microsoft only to be told they would escalate the issue. They also stated they would call when I recieved the replacement unit because I paid a higher cost. They were going to refund the difference. Microsoft makes it extremely difficult to get in touch with anyone and it can take up to 25 minutes to speak to someone that is in the correct **** to help. I just want my funds back!

      Business Response

      Date: 01/03/2023


      HI *****,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery 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 7011713144

      Sincerely, 
      Microsoft Corporation

    • Initial Complaint

      Date:12/28/2022

      Type:Product Issues
      Status:
      Answered
      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.
      We got emails from MS saying they couldn't charge our credit card that's on file for the Office 365 subscription. we have contacted MS to find out why (case: ********) and this helpful support agent named ********************* just figure it out ourselves by referring to some url:"Please see the article: Troubleshoot a declined card - Microsoft *************** | Microsoft Learn"He didn't care so I asked him to get the case escalated. He refused to get the case escalated and started calling and emailing me saying:"The reason we're calling is to discuss further why you're getting this kind of error. It's going to be hard to explain via email that's why we contacted you on the phone. Basically, the link that we sent to you explains all the possible cause on why your card got decline. "he even said a screen share is necessary.This isn't rocket science. MS is the one that attempted to charge our card and it was declined. MS must have received an error code or message of some sort. we just need to know what they have received. why do we need to "learn" the possible scenarios by referring to his URL and do a screen share when MS can just provide the error message?

      Business Response

      Date: 01/02/2023


      Dear *************** !


      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Nevertheless, really allow us to apologize for this matter, furthe

      rmore, We have reached out to our specialized collaborator's team for this issue, on your and  an we have requested they contact you to assist with your complaint as soon as possible.
      Service request 7011678547 has been created for this case. 



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

      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:12/28/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My account has been hacked due to a mistake in my part. I would like to recover the account and reclaim ownership of it. However, Microsoft support agents and social media workers have continuously ignored my requests and directs me to a help page where it is required for me to have the email account of the hacked account. However, the hacker has changed the email address of my account so I cannot use this form. There is no other way to get help. I have no choice but to file a complaint to BBB - Image description -Your account has been accessed from ****** A new login information of has been added The following login information has been deleted This is why I cannot try any conventional recovery methods

      Business Response

      Date: 01/02/2023

      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 7011671099.

      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:12/27/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 attempted to buy a windows 11 product key from the microsoft website and after calling with them for a few hours, they refused to give me the key that i had purchased.

      Business Response

      Date: 01/02/2023

      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 7011669541.

      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:12/27/2022

      Type:Product Issues
      Status:
      Answered
      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 the past couple of years to try and cancel a recurring Microsoft bill that I cannot find out to cancel and the charges keep re-occurring. Please see the attached document showing the case number and the fact that they cannot find it. If they cannot...how in the heck can I . I'd like a refund for the past 2 years of $108.24/year.

      Business Response

      Date: 01/02/2023

      Hi *********,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft billing 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 7011669420

      Sincerely, 
      Microsoft Corporation.

      Customer Answer

      Date: 01/02/2023

       
      Complaint: 18643800

      I accept the response, but I am rejecting this as resolution because follow-up is required on their side.  Once someone resolves the issue, I will gladly accept. 

      Sincerely,

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

      Customer Answer

      Date: 01/06/2023

      How can I add to the complaint as I just noticed another similar charge from Microsoft on my company credit card?  I pay Microsoft through *********.
       

      Can this be added to my current complaint?  They do NOT make it easy to cancel.  It only happens once/yr so it gets my attention till I give-up then forget about it until the following year.  Theyve already gotten a few hundred from me ** I do not have time to chase them down.

      Thank you.

      Business Response

      Date: 01/16/2023

      Hi *********,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft billing issues. Based on your previous service request ********** you will be updated or feel free to send an email for any notification about your billing issues if required.

      Sincerely,
      Microsoft Corporation.

      Customer Answer

      Date: 01/24/2023

       
      Complaint: 18643800

      I am rejecting this response because:  I am not sure what they are saying.  So do they accept that I should be refunded and that it is cancelled?

      Sincerely,

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

      Business Response

      Date: 01/31/2023

      H ************************* ,

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

      After further review of your account, we found a previous case ********** in which you were informed the case was transfer to the commercial team for further support.

      In case you have any doubt, feel free to reply on the email sent on previous case given above.

      Sincerely,
      Microsoft Corporation. 

    • Initial Complaint

      Date:12/27/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 sent in an Xbox controller for warranty. I was sent back a USB adapter (the size of a memory stick). I phoned to find out what had happened and they said that they received a USB adapter. They said because I filled out the warranty information incorrectly, that's what I got back. I told them i filled out everything correctly because there is a drop down of all my devices and i submitted a claim for the controller with that serial number. They said that upon investigating they received a USB adapter. I have never owned a USB adapter and i was told to contact **** Since i am not the sender and I'm returning the controller on behalf of Microsoft, i couldn't make a claim but i got the information of the box and who received it. The box weight was 0.8 kg. I asked them if i sent a USB adapter, it wouldn't way 0.8 kg. They then told me that i should have made a video of me putting the controller into the box and taking it to **** Not only do i want my money back or new controller, i want an apology for wasting my time. I have phones them 4 times and wasted almost 6 hours of my life that i can't get back. There is no way to contact the service center which is on ********* unit 200 in *******. I'm totally helpless now and its been more than 1 month. If i knew that i still had time to send it back to Amazon, i would have but now that has expired and I don't have the controller.Please help

      Business Response

      Date: 01/19/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller repair. 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: 01/19/2023

       
      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.

      I am now in ******** and could Microsoft please contact me through email or call me on my ********* number


      Sincerely,

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

    • Initial Complaint

      Date:12/27/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      10/14/21: I contacted Microsoft regarding billing options. During that conversation, I requested to have recurring billing ended. I received a follow up email asking about my experience and presumed all was cared for. Fast forward to 11/28/22: After an illness, I realized that I had been billed by Microsoft in October 2022. I called ************ and spoke with Third regarding cancelling my subscription. He advised that he could not because it was 30 days after billing. I explained that I should not have had recurring billing and requested a supervisor. Third connected me to *******, who requested proof that I previously contacted Microsoft. He advised it would take 3 5 business days after receipt of information to investigate and get back to me. He sent an email to *********************************** with Case #********** for me to respond to, and I replied with a screenshot of the follow-up email I received regarding my 10/14/21 contact. 12/1/22: I noticed an email in the spam folder of my other email address, ************************************** asking for the information I previously provided via the original email received on 11/28/22 to my *********************************** email address. This email had case #**********. I replied, letting ******* know that I had previously sent the requested information.12/7/22: I sent a follow up email to *******, attaching a copy of the original reply email sent on 11/28/22. 12/13/22: A response was not received from *******, so I called Microsoft again and reached ***************. I explained the situation and she created a new case, #**********. Then she stated to disregard that number, she would submit a follow up under Case #********** to make it easier and get back to me within 3 5 business days. She even sent me a test email to confirm my contact information.12/27/22: I am still waiting to hear from Microsoft to resolve this matter which should have been cared for 10/14/21.

      Business Response

      Date: 01/04/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. 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 7011770527.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 01/09/2023

       
      Complaint: 18643080

      I am rejecting this response because: Microsoft representatives have promised on multiple occasions that someone would contact me directly to resolve this matter and that never happened. Even with my complaint to you, I received an email from Microsoft Azure on January 4th stating that I would be contacted by a senior advocate within two business days.  Today is the third business day and I have not received any further communication from Microsoft regarding my issue. 

      Sincerely,

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

      Customer Answer

      Date: 01/10/2023

      To Whom It May ************

       

      I am writing to advise that Microsoft contacted me today and the issue appears to be resolved. 

       

      Thank you for your assistance with this matter.

       

      Regards,

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

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