Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Corporation

  131 E Pecan Blvd Mcallen, TX 78501-9554

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  Microsoft Corporation

  6401 New Cut Rd Fairdale, KY 40118-9226

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  217 2nd St San Francisco, CA 94105-3134

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:12/15/2022

  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.

  This is regarding a subscription for Gamepass, which I purchased on 11-10-2022. I cancelled the recurring charge during this month, and was told (through email) that my subscription would terminate on 12-10-2022. Instead it cancelled a day earlier, on 12-09-2022. When I tried to contact them through their website there were no numbers or email addresses listed, only a list of topics to choose from on their "support" page. When I selected the topic as best I could I was directed to a page that said no chat or phone number was available for this topic. In short they cancelled my subscription a day earlier and denied me any means of contacting them about it.

  Business Response

  Date: 12/23/2022

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game pass account billing 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 7011123545
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:12/15/2022

  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 owned an Elite Series 2 Xbox controller in which one of the bumper buttons stopped working. It was under warranty so I sent it back (at my expense) for repair. I received a replacement that did not function in a different way (the left joystick did not function serial number ***************. I tried to seek technical support on the Ms website, which did not function in several ways, including broken links, which I feel is designed to waste my time and deter my tech support request. I finally got through to an agent online who gave me the runaround for ************************************************************************ several times before pretending to transfer me when my call was dropped. I require a full refund for the Elite Series 2 controller since MS is unable or unwilling to replace/repair it within a reasonable time despite its warranty.

  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 mattr ,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 7011003554 has been created for this case.
  
  
  
  Meanwhile,We will continue monitoring your complain until getting a satisfactory resolution.
  

• Initial Complaint

  Date:12/15/2022

  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.

  Hello, I need to solve a problem with Microsoft and more precisely with Xbox. I received a "Notice from Xbox Live enforcement action" email notifying me that my Xbox account is suspended indefinitely. This is an error because I did nothing illegal with my account. I challenged the decision and got another quick email saying my appeal is denied. I have no details to explain what I am accused of. No details and no opportunity to ask questions. My Xbox account was hacked in April 2022 and I haven't received any support from Microsoft. I was treated like a criminal. I think it is still this problem that is causing errors in my account. Currently I no longer have access to my games which cost me several hundred dollars. I need help restoring my Xbox account with username "Fairestmoss615"Please communicate with me in French if possible because it is my first language. Thanks for your help.

  Business Response

  Date: 01/09/2023

  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 7011961701.

  We will monitor your support case through resolution.

  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 **** will wait for the answer of the person in charge of my file at Microsoft in the hope that this will make it possible to reactivate my account.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 01/18/2023

  Hello, I am contacting your service again because I am not satisfied with Microsoft's response to my complaint. This did not solve my problem. My account remains banned and they still refuse to explain to me why. A company should not be allowed to steal several hundred dollars for no reason. I attach the email received here. You will see that I am clearly told that they have no reason to give me for closing my account and stealing my money. This proves that this action is unjustified and it is unacceptable as a response. Please help me again and reopen my complaint,

   

  Thank you, have a nice day

  Customer Answer

  Date: 01/18/2023

   
  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:12/14/2022

  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.

  On this date of December 14th, 2022, I have tried multiple times to get help with my digital copy of Modern warfare call of duty 2 and I notified xbox live support since the game came online back in October 2022. I've asked for a refund and they refuse to give me a refund. I just don't know what to do, there no help from this company.

  Business Response

  Date: 12/22/2022

  Hi ********,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding the Xbox game incident and refund request. A senior member of our Microsoft Xbox billing team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7011081322
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 12/22/2022

   
  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:12/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My email account was hacked the the person changed the recovery information and I also had login attempts on other accounts, I want the ** login attempt history.Accounts with login attempts Login attempts on 12/14/2022 ************************ *********************** ***********************

  Business Response

  Date: 12/19/2022

  Dear  ***************************;!
  
  
  Thank you for contacting Microsoft Cororation via the Better Business Bureau regarding your issue . Nevertheless, allow us to apologize for this matter ,furthermore, I  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 7010962917 has been created for this case.
  
  
  Meanwhile,We will continue monitoring your complain until getting a satisfactory resolution.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:12/14/2022

  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.

  I received the following from Microsoft today:"Thanks for backing up your folders with OneDrive, Microsofts cloud storage service which comes with 5 GB of free storage or more with Microsoft 365. Your Desktop, Documents and/or Pictures folders are now securely backed up in OneDrive as part of your PC setup. This means you can save files to those PC folders as you always have, but now theyll automatically sync to the cloud and be accessible from your devices."I never signed up for Microsoft 365, never backed up any folders as far as I know, and I sure as heck didn't give Microsoft my permission to access any folders on my computer some of which contain personal financial and other confidential information. This is not the first time Microsoft has accessed my computer without authorization, e.g. by installing Compatelrunner.exe which seemed to use a lot of resources. When I deleted the executable file from my computer, I found it on my computer again somewhat later. I finally got rid of it but it took a lot of effort.

  Business Response

  Date: 12/19/2022

  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 7010964167.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 12/19/2022

   
  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.

  I am still not sure why I got this **mail, however, unless Microsoft 365 comes with Windows. The wording of the **mail, however, suggested to me that my computer was being accessed without permission and files were being uploaded without permission. When I looked at the contents of my OneDrive account, though, I did not see any files which suggests that nothing actually happened.

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

• Initial Complaint

  Date:12/14/2022

  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.

  Retuned defective Surface Go, key board and pen under order number **********. All items shipped together under tracking 1ZW8597X9029510264. Microsoft refunded only the surface and keyboard, but still owes me ****** for the pen. I reached out to customer service and we spoke for 40 mins regarding the return w/no resolution. No refund- I also emailed Microsoft.

  Business Response

  Date: 12/19/2022

  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 7010964428.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:12/14/2022

  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.

  On 12/13/2022 I purchashed an Xbox Series X through the Microsoft online store. However, I was charged in full twice. The first charge cleared just fine with my bank and i received a confirmation email as well as a tracking number. My order history on the website also shows a purchase of one Series X not two. however shortly after the first charge went through another of the same price, from microsoft, went through causing my account to go negative. There were no emails to support the second charge and again I did confirm with order history, tracking number, and other sources that I only authorized the purchase of 1 for the price of $753.64(the duplicate charge is the exact same price). It was way too difficult to contact someone about this and any automated online assistance only stated that this could have only happened if the first charge didnt clear due to insufficient funds and there system tried to charge it again. This was not the case. Finally after getting ahold of a customer service representative they confirmed that I did indeed only have one authroized purchase and that the second charge is an issue with my bank. Once contacting my bank they confirmed that after investigating the charge this was an issue with Microsofts billing. I keep making attempts to get this resolved but Microsoft continues to say that it's not their issue and only once after my insistence did they actually even look up my account and order history(this was fruitless however since they only confirmed again that it I did order one product and not two and that it was a bank issue.) I would be more inclined to believe them if their werent a large number of reports of this online already.

  Business Response

  Date: 12/20/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Double charge 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 7010997065.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:12/14/2022

  Type:Delivery 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 contacted Microsoft Support on 12/2/22 and asked for a refund for two lost orders and two different reps could not refund even though the tracking specifically states that the shipment is damaged and that *** has notified the shipper of the damage which obviously means I didn't get the order. I am not sure why customer service is ill-equipped to deal with lost or damaged orders that never got delivered to the customer, so I am now filing a complaint against Microsoft in hopes to recover funds lost from 1 order that were clearly marked as damaged and 3 more orders that I never received. I audited my orders recently and found those orders weren't delivered or refunded. I had assumed that every company would auto-refund the customer in these situations without any customer interaction since *** notifies the shipper of the damage, so microsoft already knows and likely already got compensated for *** for damaged in transit but yet I have not received a refund which is appalling for a company as big as Microsoft to not have certain measures in place when this happens - not only is there nothing in place, customer service is not able to ***** refunds for situations like these so now I'm left with writing a **** character complaint just for two orders that were clearly marked as non-delivered/damaged.||||||||||Lost Microsoft Orders:******************* Reference number: ********** Order # ********** Estimated delivery November 30 *** - 1ZY549V70282624158 2x Pulse Red # ********** Estimated delivery November 30 *** - 1ZY549V70382607577 5x Pulse Red # ********** Estimated delivery November 30 *** - 1ZY549V70282612232 1x Carbon Black # ********** (damage reported)Shipped Estimated delivery October 19 *** - 1ZY549V70279611632 2x Shock Blue

  Business Response

  Date: 12/19/2022

  Dear  ********************;!
  
  
  Thank you for contacting Microsoft Cororation via the Better Business Bureau regarding your issue . Nevertheless, allow us to apologize for this matter ,furthermore, I  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 7010966563 has been created for this case. 
  
  
  
  Meanwhile,We will continue monitoring your complain until getting a satisfactory resolution.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:12/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/12/22 at 2:57 PM ET my xbox live account "Mysuriru" was issued a permanent ban without reasoning. I placed an appeal but is was denied again without any reasoning given. I'd like to have my account reinstated as I did nothing wrong.

  Business Response

  Date: 12/19/2022

  Dear  ************************* !
  
  
  Thank you for contacting Microsoft Cororation via the Better Business Bureau regarding your issue . Nevertheless, allow us to apologize for this matter ,furthermore, I  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 7010963924 has been created for this case.
  
  

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