We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Find a Location

Microsoft has 154 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 5,139 total complaints in the last 3 years.
    • 2,055 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:12/18/2022

      Type:Service or Repair 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 tried getting into my Microsoft account to add it to a new product, an Xbox one and to access my onedrive where my photos and alot of personal information is. Their algorithm is prohibiting me from gaining access because the security questions are extremely outdated, I have no access to my phone number on file and they are requesting that I ask old friends I haven't talked to in years for their personal information. This is ridiculous, I cannot use any microsoft service or products without access to this email. And to make it worse, I cannot call anyone in the store and they have relagated all customer service help to this A.I (algorithm) that is asking me to answer impossible security measures. Please help.

      Business Response

      Date: 12/23/2022

      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 7011124654.

      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 12/23/2022

       
      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:12/18/2022

      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 ACCESS MY ACCOUNT AND DEBITED $106. WITH OUT MY AUTHERIZATION THEY ALSO STATED THEY WERE GOING TO DEBIT ME NEXT YEAR .I DO NOT USE MICRO SOFT THE LAST TIME I DID USE THEM WAS 2012 /THEY HACKED MY ACCOUNT AND TOOK STOLE $106. OUT OF MY ACCOUNT . I WAS TAUGHT WHEN YOU TAKE ANYTHING WITH OUT PERMISSION IT IS STEALING .I WANT MY MONIES OUT BACK IN MY ACCOUNT AND STAY OUT OF MY ACCOUNT

      Business Response

      Date: 12/26/2022

      Hi *********************,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft charge and refund request. After further review of the account ****************
      We have seen that you were refunded, order ID ************ Amount ****** USD

      Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

      If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.
      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 

    • Initial Complaint

      Date:12/17/2022

      Type:Order 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 an extended accidental damage warranty that Microsoft has refuesed to support. They are trying to force me to accept a lesser warranty option. I paid for the accidental damage warranty. They are trying to force me to send in my phone and wait for the refurbished exchange to be sent back. I bought the accidental damage warranty specifically because I need my phone for personal use and cannot be without a phone while waiting for a replacement. I want what I paid for. They canceled my order with no explanation, just sending an email saying it was canceled.

      Business Response

      Date: 12/26/2022

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Warranty issues. 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 7011276413.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 12/26/2022

       
      Complaint: 18603797

      I am rejecting this response because: Microsoft has pulled this same tactic leading up to me filing with the Better Business Bureau. They escalated my issue to a so-called Senior support person or someone/team with that an advanced title only to respond in a couple of days with the same guy and the same exact response they had offered me originally which was to take the lesser warranty option. I want what I paid for. I want the exchange that I paid for because my original reason for buying the accidental damage warranty was because I cannot be without my phone waiting for a replacement to be mailed. I would prefer to wait until Microsoft contacts me according to what this message to see what it is they are offering before I agree to resolve this complaint.


      Sincerely,

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

      Business Response

      Date: 01/16/2023

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau, after investigating your case, We sincerely apologize about all the inconveniences youve experienced so far however as the agent mentioned transferring stock from region to region is not an option. We can provide a *****************, but there are no advanced shipments for your device at this time. Please continue to work towards the resolution with the agent.

      Sincerely,

      Microsoft Corporation

       

      Customer Answer

      Date: 01/24/2023

       
      Complaint: 18603797

      I am rejecting this response because: This is not good customer service. I've been a loyal customer for over 20 years. ******************** can do whatever they need to do to for a loyal customer, if they wanted to. I guess loyalty is worthless these days. 

      Sincerely,

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

    • Initial Complaint

      Date:12/16/2022

      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 contacted Microsoft several times to cancel my account yet they keep charging me every year. I'm so sick of this. I had to cancel one bank account just to get them to stop charging me. I don't want to do that to my main account but yet, here they are, charging me again on 12/16/2022. I haven't used XBOX in years and years but can't seem to break away from them. It's like a scam. You can't reach anyone that can actually help you and they won't provide any address for you to write to. I want a refund for the years of 2018, 2019, 2020, 2021, and 2022. That's as far back as my bank can go with these bogus charges. I want them to refund me $319.89 for the last 5 years, all on the 15th and 16th of December, for no usage and absolutely NO customer service to resolve this. I have my bank statement confirming all these charges.

      Business Response

      Date: 12/21/2022

      Dear  ********************* ! 


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




      Service request 7011039405 has been created for this case.



      Meanwhile,We will continue monitoring your complain until getting a satisfactory resolution.

      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:12/16/2022

      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.
      For whatever reason my password to my Microsoft account keeps changing, Ive changed it time and time again but it keeps kicking me out, I had my cousin sit down and help me with the whole process of using somebody elses email to get my account back but now Ive been locked out, it also wont let me change the email associated with the account until after 90 days after the last password change but guess what I get locked out again and the next time I file a report with my cousin the info I provided wasnt enough for you guys to give me my account back I will show ID or whatever it takes *** spent well over a 2500$ on Xbox and its services and I just want to be able to play my stuff and Ive spent years with this account I want to change my password and the email so that if this happens again Im not locked out anymore because now Im stuck playing on my cousins account which I really appreciate after you guys have been jerking me around with all this extra security just contact me and tell me what I need to do to prove that I am the owner I can video call showing you my ID or birth certificate I just want my Xbox account back

      Business Response

      Date: 12/23/2022

      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 7011124164.

      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:12/16/2022

      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.
      Microsoft services do not work! i waste so much time and they have ZERO support from a real person! They just send you in a loop without any support or resolution. My son got a new laptop for Christmas and we set him up an account. Everything on there is age restricted and when he send me a request and i approve it, it still doesnt give him access. *** done it a dozen time and still cant give him access to the things he needs. So far he can do nothing on this Laptop...

      Business Response

      Date: 12/23/2022

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account 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 7011122069 .

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 12/23/2022

      Complaint: 18600610

      I am rejecting this response because: I haven't received any calls and until I do I  want this to remain open

      Sincerely,

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

      Business Response

      Date: 01/16/2023

      Dear ******,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau, after investigating your case, we see that the agent was trying to get in touch with you via phone call to the number you provided on BBB and via email to ********************** please continue the communication with the agent to resolve your issue.

      Sincerely,

      Microsoft Corporation

       

      Customer Answer

      Date: 01/24/2023

       
      Complaint: 18600610

      I am rejecting this response because:

       

      i received no calls that i can confirm and no voice messages from anyone

      Sincerely,

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

    • Initial Complaint

      Date:12/16/2022

      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.
      On November 19, 2022, I purchased a subscription to Office 365 Family via the Home Use Program. I have an email from MS confirming the purchase. The funds were deducted from my bank account. I made the purchase over the *****. I asked the agent if I needed to uninstall my current Office plan and reinstall Office Family. She said no. The transition would be seamless. It is almost a month later and after countless attempts to contact MS, I still do not have the product I purchased for $75.67. I just want someone from MS to email me a link to the product I purchased, but it is impossible to request help. All MS ***** numbers either route callers to online support, which does not help, hangs up, or simply says they can offer no account support.

      Business Response

      Date: 12/23/2022

      Hi *****,

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft subscription issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 7011124053

      Sincerely, 
      Microsoft Corporation

      Customer Answer

      Date: 12/23/2022

       
      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, provided the business actually contacts me, live, and resolves the issue.

      Sincerely,

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

    • Initial Complaint

      Date:12/16/2022

      Type:Billing 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.
      Microsoft charged my account for $99.99 on 12/6/2033 that I didn't authorize. This charged is not associated with my own Microsoft account or email. I am supposed to only be charged $6.99. Microsoft is stating that they can not provide my refund or protect my Microsoft account from being compromised in the future. They instructed me to contact the bank and *** has stated that is the merchants responsibility to provide my refund and secure my account. Microsoft has been rude, and unprofessional with handling this matter for over 2 weeks and still no resolution. I would not use Microsoft I'm the future if it wasn't a necessity. I just want my $99.99 back and Microsoft account protected from future over charges.

      Business Response

      Date: 12/23/2022

      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 7011123440.

      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 02/03/2023

       
      Complaint: 18599288

      I am rejecting this response because:

      Microsoft has charged my account again for a 2nd time in the amount $99.99 not associated with my account. The first $99.99 was finally refunded after contacting BBB and being assigned an Escalation Support member. Microsoft told me that my card would be removed from the account that keeps changing my card but it wasn't removed and I was charged again on 1/9. I contacted Microsoft on 1/16 and they weren't any help. Created a case number and told me to call back for a supervisor. I even contacted the Escalation Support I previously had and left a message but haven't been contacted back. I want my money refunded and my card removed from the unknown account associated with my card. ********** Microsoft case number

      To whom this may concern, my case has not been resolved. I never received the original notification/email notifying me that the case would be closed within 7 days. The service request #********** with Microsoft. I am still waiting to hear from someone about a refund from Microsoft. Case should be reopened until resolved. 


      Sincerely,

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

      Sincerely,

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

      Business Response

      Date: 02/08/2023

      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 the case, we were able to confirm our agent stated we cannot provide assistance regarding this charge, and advised you to please dispute with your financial institution. We sincerely apologize as we understand this is not the resolution you hoped for, but our policies state we cannot provide further assistance regarding this case.

      Considering this information, we will be closing this complaint. We wont be answering anymore regarding this case.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 02/13/2023

       
      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:12/15/2022

      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.
      **** limited edition Xbox controller was shipped broken and without a battery cover. No one helped me and I want a replacement of the item. The item does not work the control gets stuck and no one helps me when I call. The controller was in warranty when you shipped with a cover and I called asking abt it and no one did anything. Now the controller isnt working someone messed up my controller and needs to replace it or else

      Business Response

      Date: 12/20/2022

      Dear ********************* ! 

       

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



      Service request 7011000161 has been created for this case.



      Meanwhile,We will continue monitoring your complain until getting a satisfactory resolution.

      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:12/15/2022

      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.
      P.S I have phone records which can be provide at a later date.

      Business Response

      Date: 12/23/2022

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Service 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 7011120421.

      Sincerely,

      Microsoft Corporation

    Microsoft is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.