Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,140 total complaints in the last 3 years.
2,053 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:12/14/2022
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
Initial Complaint
Date:12/13/2022
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 got a yearly subscription to Microsoft 365 services for my personal laptop. Even though I have paid for services, I am unable to use them because I cannot log into my account using the email I registered with. The website does not recognize the address that is on the account. I have reset the password multiple times because it does not acknowledge the password I have set. I have resorted to using a competitor's product ******** because I cannot use the product that I have paid for. I have tried trouble shooting the issue using the help pages on the website, but they do not address the problem. I have tried calling for support, but then I am left on the phone waiting for a human to answer the line or they hang up on you, so they do not have to deal with the issue. This is not customer service. While all of this is taking place, I am still not able to get work completed. Enough is enough. You have failed to provide the service I have paid for, and I should not have to stay in a subscription that is worthless. Please refund my money and I can go on using a competitor's product to get my work done.
Business Response
Date: 12/21/2022

Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account access 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 7011040749

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/22/2022

Complaint: 18570427

I am rejecting this response because: I have already expressed how the failure to access my account has affected my job productivity. Since your product has not proven to be a reliable resource, I do not wish to prolong my subscription. Refund my subscription fees and we can call it a day.

Sincerely,

*****************************
Business Response
Date: 01/13/2023
Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account log in issues. After further review on your account ******************* we found you have a previous service request 7011040749
We create the case using the email you used to contact us but you did not reply to the agent who contacted you.
If that is not the email to contact please update this compliant with right email address to reach you out.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/13/2022
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 continue to pay Microsoft for my subscription every year however they are once again not letting me access my excel, word or powerpoint. They say it is not activated, however I have to log into my computer to use the software. They are also preventing me from accessing my e-mail.This is an ongoing problem every year.August 3, 2022 | Order number 63ff05ac-9946-4834-8a15-605bfd5ce2d5 Microsoft 365 Personal Microsoft 365 Personal $69.99 | Subscription Completed
Business Response
Date: 12/21/2022

Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account access 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 7011040168

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.
I have been a Microsoft user and active subscriber to ******************** Office. My account was created using a Suddenlink.com email account. In 2018 I lost my Suddenlink.com account due to a divorce and added a me.com email address to my Microsoft account. After that transaction I received an alert from Microsoft that it would take 30 days for the update to be complete and gave an actual date of 6/12/2018. That never happened. In 2018 I contacted Microsoft at least once to my recollection and the issue was not resolved. I did not pursue the issue further since I had a working computer and I was dealing with divorce issues. I recently purchased a new laptop and the problem has now resurfaced. In short Microsoft tells mw that I need to delete my account and create a new one. However, my Microsoft Office subscription is tied to that account and I will loose the subscription if I delete my account. I simply need someone at Microsoft to update my account and permanently remove the reference to the Suddenlink.com email address. No one that I speak to at the support number/chat seems to have the authority to edit my account. I have attached a screen shot that illustrates my issue. I receive that message each time I try to access my Microsoft account on a different computer.
Business Response
Date: 12/19/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office 365 account. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7010964653.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/03/2023

Complaint: 18570095

I am rejecting this response because:

The case has not yet been resolved. However, a Microsoft agent did email me and asked for an extension of time considering staffing issues during the holidays. Im in not great hurry for the resolution and understand ************** issues during holidays.

Again, thank you for your intervention and eliciting action from Microsoft.

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

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. After investigating your case, we see that the issue is still being investigated by our internal engineering team, our agent will contact you when we have an update. Thank you for your patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/25/2023

Complaint: 18570095

I am rejecting this response because my issue has not been resolved. Fortunately I do not have an urgent need for resolution but my case has now been pending for weeks. I will accept their response once my issue has been resolved.

Sincerely,

*********************
Business Response
Date: 02/02/2023
Dear *********************,

Thank you for your patience regarding this matter, as our agent mentioned on the email,the internal engineering team is still investigating the issue and there is no time frame for the resolution, we assure you that the team is working hard to resolve your issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/07/2023

Complaint: 18570095

I am rejecting this response because: It has now been almost 2 months since I registered my complaint and still no resolution. I feel I'm getting the runaround.

Sincerely,

*********************
Business Response
Date: 02/14/2023
Dear **********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue, after investigating your case we discovered that our team was able to resolve your issue and ***** you access to your account. Microsoft considers the case as resolved.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has updated the Xbox one console with a new update that interrupts the connection with the wireless controller consistently, rendering the system and the money paid for a Microsoft gold subscription useless. This issue has been on forums since August 2022 and still no solution. All your techs do is keep telling people to reset the whole console which doesn't work. This is unacceptable given the amount I spend on this expensive console, and the fact I have to pay a monthly subscription to play my online game of 10 dollars a month. Since you don't want to fix this issue the right way with a firmware hotfix or something similar, I am demanding you send me a new console. Save for that I will file a lawsuit, and maybe a class action one as this has negatively impacted thousands of users. None of this is on my end, as the mass amount of threads and ******* videos on this topic will outline. My batteries are new, both console and controller are up to date, and I have already done the hard reset. Still issues. Issues that Microsoft caused with a console update they created. You seem to be forcing people into buying your new version through malicious intent by damaging older gen ******** so the user cant use them. Unreal for a billion dollar company and not acceptable.
Business Response
Date: 12/19/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller 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 7010965123.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
While attempting to install Windows 10 OS upgrade with tech support. The steps given to me ended up crashing my machine. The Tech agent then immediately told me it was a hardware issue despite it working properly prior to attempting the update. After taking my machine to a repair shop, I was informed that motherboard was inoperable. I have tried to fix and file a complaint with Microsoft for 8 times now with no success.
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 technical support to investigate this matter and work with you directly toward a resolution. Your new case number is SR ******************** will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/13/2022
Type:Billing 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.
My Microsoft account was hacked on November 28th, 2022 and two charges were made on my **************** card for Microsoft purchases, and the recovery email address on my Microsoft account was changedto the hacker's email - ******************* .I proceeded with the online account recovery process on the Microsoft website and was informaed the information provided was insufficient. I then iopened a ticket with the Microsoft Xbox customer support - Service Request number: ********** was opened on November 28, 2022. Two weeks have passed and the recovery email address of the hacker is still on my account, and I am unable to access it. I call the Xbox helpodesk again on December 13th, 2022 and was told that nothing has been done on the account to-date.
Business Response
Date: 12/20/2022

Hi *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account takeover 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 7011013039

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/20/2022

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,

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

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