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

5,246 total complaints in the last 3 years.
2,073 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:02/09/2023
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.
Microsoft account: ************************** On Feb 08, I attempted to purchase a laptop using my microsoft credits balance + credit card. The purchase didn't go through, my credits disappeared from my account balance. No useful solution from support, keeps telling me to wait. After contacting them again today, a very rude agent told me to wait ONE WEEK for an answer (not a solution, an answer), and when I asked if I was going to lose my credits, the answer was "i don't know". What began as a dream turned into a nightmare. I have been wanting to buy a surface device for so long, going back to early 2020 when I was going to travel to the US and had to cancel due to covid. Now my wife is there, I was going to deliver the laptop to her address. At first I had issues with the split payment, no solution from Microsoft, and now the credits are gone. By far the worst experience as a consumer I ever faced. I had $975 in credits in my account, gone. I want them back. I paid for those gift cards, they were successfully redeemed. Microsoft can't steal my credits from me!
Business Response
Date: 02/21/2023
Dear *************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/08/2023
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.
I can t get a person to talk to about my internet issue from microsoft ever...i called my internet provider and everything is good one my end and their end spending 4 hours yesterday to figure things out yet weither connected through ethernet or wifi my nat type for my xbox 1s says moderate and it also says UPnP not successful. Im a manager for a restaurant so my im usually available after 4pm and the evenings where I have access to my xbox.Please have a manager called me thank you.
Business Response
Date: 02/16/2023
Hi ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox connectivity issues.
We suggest you visit XBOX page for further assistance.
This link *** help you resolve the issue Troubleshoot your Xbox network connection | Xbox Support
************************************************************************************************************************************
Additionally, for future issues feel free to visit ************************************************
or call at ************ to receive assistance from our frontline support team.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/08/2023
Type:Service or Repair 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.
Keep getting these fraud emails I dont open them just save them.
Business Response
Date: 02/17/2023
Dear *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the emails you have been receiving from someone claiming they are from Microsoft. Unfortunately, these types of scams have become all too common, affecting millions of consumers worldwide. We take your privacy very seriously and would appreciate it if you reported this email scam at the site below:

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

Official Microsoft support agents will never contact you unless you have first contacted us and have asked to be reached. We would like to suggest that you never open any link these emails may have attached.
If you would like to take advantage of our official technical support, you may visit ************************************************ or call ************ for chat assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************
Initial Complaint
Date:02/08/2023
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.
I signed up for a "free trial" of Microsoft Office 365 that supposedly came with my new computer. When I connected it to the internet the was a Yellow ! that said Not Secure in the address bar. When trying to remedy this I came to a box that said I needed a download from Microsoft 365 Store. I had to give my credit card number and click yes to download it for a free 30 day trial. When I realized that this wasn't resolving my issue, I uninstalled the Microsoft Office 365 off of my computer. I replied to the welcome email from Microsoft Office 365 that I did not wish to continue the subscription after my 30 day free trial. I was lead to believe that you could cancel at anytime. Long story short I was automatically renewed for a subscription I did not want or need. There was nothing I could use from it. I thought that would be the end of it until I saw the charge for $107.79 on my credit card app. I immediately began trying to reach Microsoft about the charge. There is no email to directly complain and all of the customer service numbers that I could find went to a recorded message telling you to go to Microsoft.com which is nothing but a bunch of frequently ask questions. Since this was an unauthorized charge I initiated a fraud dispute with my Discover Card. Microsoft responded to the dispute saying it was a valid subscription that was charged to my card. They didn't mention anything about a free trial in the response. I had to create a Microsoft account just to enter the Microsoft.com site. I eventually found a link to request a callback from Microsoft. After finally being able to speak to a real human and explain what had happened I was told that she couldn't issue a refund because I had an on going dispute. I told her I needed documentation to reopen my dispute with Discover so she gave me a case number and I forwarded the email to Discover Card dispute team stating what happened. I did not save the original email stating that I wanted to cancel after the free trial because it said I could cancel at anytime. Big mistake. After at least four more callbacks from some foreign country that I could barely understand the English and being told from a script that because it had been longer than 30 days they would not give me my money back, and then placing me on hold only to be hung up on. Going through the same callback procedure and asking to speak to a supervisor and being told they would call me back within 24 hours( still waiting) with no callback from anyone else willing to listen to my problem I decided to complain to the **** Attorney General and the Better Business Bureau about the deceptive unfair business practices I have been receiving. I never wanted to keep this service. I never authorized this recuring charge because I let it be known that I wanted to cancel before the end of the "free trial". They do not deal with you in a fair and timely manner. They do not have an email to complain because that would be a paper trail to prove you did not want it. Why would you pay $107.79 for a service that does not work for you? Do not give them a credit card number for a "free trial" You will regret it. I know I do.
Business Response
Date: 02/17/2023
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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/19/2023

Complaint: 19365791

I am rejecting this response because: They are not acknowledging my request to cancel after my "free trial" was over. I cancelled immediately after I downloaded the service and it did not fix my problem. Why would I want to keep a $107.79 service that would not work for me. They advertised that I could cancel at anytime. They did not respond to my request in a timely manner. Now they are saying it was past 30 days and I am tough out of luck. I am totally unsatisfied with the customer service I have received from them, They make it impossible to get through to them. They have to call you back and you keep getting disconnected(hung up on). I have not used any of this service and I want a full refund.

Sincerely,

**********************;
Business Response
Date: 02/27/2023
Dear *********************,

We sincerely apologize for your experience with our customer support, however after investigating your case, we discovered that the subscription was canceled and the refund was given to you on Feb 24th,for $107.79 USD. Microsoft will consider this matter as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/02/2023

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:02/08/2023
Type:Customer Service 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 a downloadable virus scanner that is downloadable for free. When I try to run it, I get a message that it is not a Microsoft approved app. I have been running this for a number of years now - WHAT CHANGED THAT IT TELLS ME IT IS NOT A MICROSOFT APPROVED APP WHEN I JUST DOWNLOADED IT FROM THE MICROSOFT WEBSITE???I don't know if you can do much about this but I want it on record that this is happening. At this point, I think they are too rich and they DON'T REALLY CARE IN THE LEAST ABOUT THEIR CUSTOMERS. MS is essentially a monopoly and NEEDS TO BE REIGNED IN!!!
Business Response
Date: 02/13/2023
Dear ********************* ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless, the service request has been created for investigation # **********.

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/08/2023
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 have been using my computer for a while and using MS ***** 2010. Which I paid for. And the Powerpoint program has been working fine all along. Now It will no open properly. MS ****** has now a new on line product and it insists I must upgrade to the new product and if I choose not to upgrade MS will no longer let me use the product I purchased. This appears to me to be a violation of my right to use a product i purchased legally and with good faith that I can use it when I need to. Why do they have the right to require me to to buy a new on line copy, How is it fair that they can my existing ************ does give me an option to not register now, but it closes the application when I do that. So I can no longer use the existing PPT files I have loaded on my old computer.
Business Response
Date: 02/15/2023
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office issues. It is now discontinued.
If you're using Office 2010 at home, you'll still be able to use it, but we recommend you upgrade to a newer version of Office so you can stay up to date with all the latest features,patches, and security updates. To learn more about upgrading see How do I upgrade Office?
For further information, please visit End of support for Office 2010 - Microsoft Support
You can also buy or try the latest version of Office now.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/07/2023
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.
MS offered a free trial of 365, I downloaded 365 and the outlook program is way inferior to the 2010 professional that I was running. I cancelled the trial uninstalled 365 and downloaded my 2010. And now the 2010 product key is invalid because you no longer support it?! I chatted with ******* yesterday, Case number **********. He was pleasant and understood my frustration but did not have the authority to help. I asked for a supervisor and he said I would be contacted within 1 or 2 hours. I have still not received a response. If I had not downloaded 365 I would still be enjoying the MS 2010. How can you justify treating your customers like this? Make me want to shop for an Apple!
Business Response
Date: 02/15/2023
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office issues. It is now discontinued.
If you're using Office 2010 at home, you'll still be able to use it, but we recommend you upgrade to a newer version of Office so you can stay up to date with all the latest features,patches, and security updates. To learn more about upgrading see How do I upgrade Office?
For further information, please visit End of support for Office 2010 - Microsoft Support
You can also buy or try the latest version of Office now.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/15/2023

Complaint: 19348561

I am rejecting this response because: This is not new information. My key for my software "Microsoft Office Professional 2010" was fine until I tried a free trial of 365. I didn't like the 365 and only after it was deleted did the problem with "no support for 2010" happen. In fact when I reinstalled it the key got the green ********* When I then first used the Outlook ******** then I got the message that the key is invalid. Of course I know I can purchase another MS ******** the problem with that is you no longer have a program that I like. You are always offering free trials and I have tried several. This is the first time that the software I purchased was denied to me after trying an inferior product. You also did not answer why your MS support supervisor never contacted me on case ********** after ******* said a Supervisor will contact me in 1 to 2 hours. That was12:04 PM 2/2/23. Your response is weak and not any help.

Sincerely,

*******************
Business Response
Date: 02/22/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office issues. It is now discontinued as indicated, however if you would like to try further assistance visit Microsoft.com

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/02/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that it won't get any better.

Sincerely,

*******************
Initial Complaint
Date:02/07/2023
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 makes it near impossible to get assistance. I ordered a Surface Pro with various accessories and a 3-yr Accidental Damage warranty on Feb 2, 2021. I paid for the ordered and charged for the order. The Surface was delivered. On Feb 6, the computer was damaged. When I began a warranty claim, the website said that the warranty was expired and in another place listed as "complete". My ************ were to file a claim and be charged, whether mailing it in or taking it to a local Best Buy **********************. The website simply looped me back to the same page with a phone number that always ended in saying that Surface support is only handled on the website. I went to the MS ********************** and began to chat as if I wanted to purchase a new one and eventually, even after being routed back to the website or having the call ended, I spoke to a person, who asked for lots of information and explanation. She transferred me, then She transferred me to another person who asked me who was perplexed so he transferred me. The fourth person asked me my name and hung up. I called back and the same thing happened again and again, except the last person told me I would have to submit proof of purchase. She alerted me to the fact that I would have to wait 3-5 days for their department to confirm and then attach the warranty to my specific computer. Remember that I paid for a warranty in Feb 2021. Why is the burden of proof on me? Why has it take almost 3 hours of calls, recalls, hold, ridiculous and useless web pages. (Microsoft no longer has actual ********************** locations except ***.) I asked for a manager to voice my frustration and complaint. He said I'd probably get a survey to fill out, but try calling Microsoft HQ. Absolutely maddening. The largest computer companies in the world and they aren't sure if I actually purchased $220 warranty. How wide spread this is and how many other people the company has ripped off because of their website, call system, and poorly trained employees?
Business Response
Date: 02/14/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface order experience. 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
Initial Complaint
Date:02/07/2023
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.
Recently had an xbox series x sent in for warranty *********** the repair was completed and sent back, there was no information or paperwork provided to explain the repair as well as no new 1 year warranty on the parts repaired.Reaching out today in order to get this information.
Business Response
Date: 02/13/2023
Dear ******************* ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless, the service request has been created for investigation # **********.

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/14/2023

Complaint: 19350187

I am waiting on the full details to be provided by microsoft.

Waiting on all the repair details for my xbox series x that took place as well as the information on the new 1 year warranty on the new parts that were installed.
Business Response
Date: 02/19/2023
Dear Brandy Borem ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.

We will continue monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/24/2023

Complaint: 19350187

I am rejecting this response because:

Microsoft keeps emailing me and i provide them the same answers over and over again and i still get the same answer of that i am a liar and that they dont properly back up their repairs on new parts. Microsoft is just another big business that has no problem stepping on customers just to keep their fake image.

Business Response
Date: 03/02/2023
Dear Borem !

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/07/2023

Complaint: 19350187

I am rejecting this response because:

Microsoft (in their own scapegoat way) is telling me that i am lying about the repair that i had. They are also refusing to back their repairs with a proper warranty. If a brand new item gets a 1 year warranty for all the brand new parts within the item, than a repair that puts brand new parts within the item, those parts need to be backed by the same 1 year warranty that the original part had. Only providing an extremally short warranty identifies that they are providing cheap parts that they wont risk providing a property warranty on.

They are also expecting me to have my life revolve around microsoft and stop my life for them to answer their emails. This is poor customer service all the way around.
Business Response
Date: 03/13/2023
Hi *****,

Thank you for reaching out to us again.
Based on the previous case, we suggest you keeping in contact with ******* for further assistance and or resolution.
Feel free to ask for an update to *******.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/17/2023

Complaint: 19350187

Requesting a different case manager instead of *******. Dont care to be considered a liar.

Business Response
Date: 03/24/2023
Hi *****,

Based on the previous case, we suggest you keeping in contact with ******* for further assistance and or resolution.
Feel free to ask for an update to ***************

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/07/2023
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 non-profit business - **************************** has had a skype phone number ************** for about 15 years, we have been paying skype $18.53 every 3 months for this phone number. My skype number is on ALL of our websites, including:www.RenewableEnergyInstitute.org www.BatteryEnergyStorage.com www.Biomethane.com www.NetZeroEnergy.com www.Trigeneration.com This phone number was added on to my personal account on skype which was my skype name:*****.******* (dot between ***** and *******)Last April my computer that had the skype application "FRIED." I lost my password and have attempted to restore my account and phone number at least ***** times since then by completing skype's STUPID online form which they reject EVERY TIME - by robots. I can NEVER reach anyone "live" in "customer support for assistance.THERE IS NO WAY TO SPEAK WITH ANYONE "LIVE" ABOUT THEIR CORRECTING THEIR PROBLEMS AND RESTORING MY ACCOUNT THE WAY IT WAS BEFORE MY OLD COMPUTER FRIED - WHICH WAS WHERE MY SKYPE APPLICATION WAS.skype has since removed my skype name (*****.*******) and replaced it with non-sensical account name.skype has removed ALL of my contacts, names and phone numbers from my skype account that I have had since I first signed up with skype - possibly 20 years ago and before I signed up for my skype phone number **************.I need my account and phone number restored the way it was before my computer fried or I have NO USE for skype and their FAILURE to provide the service they have been charging my credit card $18.53 every 3 months for my skype phone. I also believe that skype may have committed fraud by not providing the service I have been paying them for every 3 months since my computer fried last April and I have since cancelled this credit card (ending in ****) to prevent skype from using my credit card again and continuing to fail to provide the service I paid them for.
Business Response
Date: 02/13/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless, the service request has been created for investigation # **********.

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

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 but my ORIGINAL ACCOUNT & Skype phone number need to be restored AS SOON AS POSSIBLE as my Skype phone number is on ALL of our websites for as long as I have had a Skype phone - probably more than 10 years and I have had ZERO Skype phone calls since last April when my computer that had my Skype app FRIED and I forgot my original password as the password has been on auto-fill whenever I needed use of my Skype account, until my computer FRIED last April.
I NEED my original Skype account (*****.*******) with ALL CONTACTS restored and Skype phone number *************) accessible and all previous conversations restored. Our Skype phone number has been on ALL OF OUR COMPANY WEBSITES for many years. We have been out of touch with our previous customers and new customers since my former laptop "FRIED" last April and this was the computer that I used for Skype. Skype has been charging my credit card every 3 months and sending receipts to my new email address: *************************** I DELETED my yahoo email account - ********************** which was the email account I originally signed up with Skype 2 years ago. Skype has been sending my receipts for the Skype phone number every 3 months since I DELETED my yahoo email address **********************. My being LOCKED OUT of my Skype account has gone on long enough and I have completed around ***** "on-line form" for Skype and the robots REJECTED EVERY form I completed because Skype has ZERO "customer service" and ZERO "live" people to speak with to restore my account. I NEED my original Skype account restored with ALL previous contacts, text messages and Skype phone number and all previous contacts and conversations RESTORED AS SOON AS POSSIBLE.
Thank you.

Sincerely,

************************* MBA
Executive ******************************* Institute
******, *****
Cell: **************
Customer Answer
Date: 02/15/2023
Re: BBB Complaint: ******** Dear BBB, WHY DID YOU CLOSE THIS COMPLAINT? PLEASE RE-OPEN THIS COMPLAINT AS I DO NOT ACCEPT THEIR RESPONSE. Skype has kept me LOCKED-OUT of my account for the past 9 months. Skype needs to RESTORE my account - *****.******* - with all of my contacts and messages and allow me access to my skype phone number - ************. PLEASE RE-OPEN MY COMPLAINT: ******** against Skype until they restore my account: *****.******* and allow me access to my skype phone I have been payin them for for at least 10 years. Please notify me when you have re-opened my complaint: ********. Thank you. *************************, MBA Executive ************************************ ******, ***** ***************************
Business Response
Date: 02/21/2023
Dear **********; ,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/22/2023
Complaint: 19349557

I am rejecting this response because:
#1. My name is NOT "*****."
#2. I have been locked out of my skype account for over 9 months now.
#3. I have attempted contacting skype since my computer with my skype app FRIED and the password I used does not work.
#4. Skype changed my skype account name from "*****.*******" to an absurd name.
#5. Skype has removed ALL of my contacts, messages and prevented my accessing my skype phone number - ************** - I have been paying for for over 10 years, including paying for my skype phone the past 9 months, despite being locked-out of my skype account, and prevented from getting my phone messages and phone calls these past 9 months, since my computer fried with my skype app last April.
#6. I have repeatedly tried to contact skype these past 9 months but Skype has ZERO "customer support."
#7. I was a victim of identity theft and that person / people managed to withdraw $12,000 from my bank account before I notified the bank and they refunded my bank account.
8. I notified skype OVER 2 years ago of my NEW email address: *************************** and that the email address I had when I signed up for Skype almost 20 years ago - ************************ would no longer work. Skype has been sending me my receipts to my new email address - *************************** for these past 2 years, but skype will NOT let me sign in to my ORIGINAL Skype account: - *****.******* - with my NEW email address that they know I changed to *************************** - and they know I DELETED and no longer have access to the email address I was using - ************************ when I signed up for skype and needed a more secure email address as I have been a victim of identity theft several times and there is NO WAY I CAN use my old email address.
#9. Please restore my ORIGINAL skype account - *****.******* - with ALL contacts and messages and restore my skype phone - ************** - with ALL messages and voice mails that I have had for me and my non-profit company for OVER 10 years.
Thank you.
Sincerely,
*************************, MBA
Executive **************************** Institute
******, *****
**************
*********************************
Business Response
Date: 03/15/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype Account recovery request. We would like to inform you this case has been re-assigned to a new agent. We sincerely apologize for the mistake made by calling you *****. With that said, we have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/20/2023
Complaint: 19349557

I am rejecting this response because:
My ORIGINAL account - *****.******* - and all of my contacts and messages have still not been restored. And, my Skype phone number - ************ - that I have had over 15 years - for my non-profit company - **************************** has still not been restored

Sincerely,

************************* MBA
Executive **************************** Institute
******, *****
Business Response
Date: 03/27/2023
Dear ************************* MBA,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent support case **********, we see that our agent ***** has been working with you on this issue. Upon checking we were able to confirm the case has been closed as you havent answered our agents communication emails. Please reply to one of our agents emails to re-open the case.

We will monitor your support case through resolution. If theres no reply between the next 5 to 7 business days, we will close this complaint.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/03/2023

Complaint: 19349557

I am rejecting this response because skype / microsoft is LYING to you as I NEVER received ANY correspondence from skype or microsoft and have rejected all other attempts by skype/microsoft as they are WRONG in their actions to lock me out of my original account account (*****.*******) with all contacts and messages and return my phone number *************) with all contacts and messages that I have had over 17 years.

Sincerely,

************************* MBA
Executive **************************** Institute
******, *****
Business Response
Date: 04/13/2023
Dear ************************* MBA,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype account authentication request. After reviewing your complaint and recent service request, we were able to confirm the case was closed as unresolved, we want to inform you our tool had been presenting an issue preventing customers responses to go through, so any response you made, doesnt appear on the support case.Regardless, we have created a new support case for further assistance and to prevent further inconveniences. Your new service request number is: **********.

Please allow between 5 to 7 business days for an agent to contact you. We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/17/2023

Complaint: 19349557

I am rejecting this response because Skype/Microsoft has ZERO "customer support," refuses to respond to my many attempts to contact them since last April (2022), and has failed to restore my ORGINAL account (*****.*******) with ALL contacts, messages, etc. that I have had for about 20 years, and Skype has has also refused to restore our phone number ************** we have been paying them for (around) the past 15 years, and with ALL of contacts, messages, etc.

Sincerely,

************************* MBA
Executive **************************** Institute
******, *****
**************
Business Response
Date: 04/24/2023
Dear ************************* MBA,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ******* has been working with you on this issue. Upon checking, we were able to confirm our agent referred you to the Skype forum, as theres no further support we can provide on this request. We do apologize as we understand this isnt the resolution you had hoped for, but theres no further action we can take.

Considering this information, we have closed this complaint as Unresolved.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/28/2023

Complaint: 19349**7

I am rejecting this response because skype has ZERO "customer support" and owes me for 9 months of skype phone number reimbursements, and I have found a better company with better technologies than skype - who was FIRED by me 4 months ago.
skype owes me for 9 months of NO SERVICE for my skype phone = $18.53 x 3 periods (9 months) = #**.59.
Please keep my BBB complaint on file against skype for the maximum length as a warning to other consumers.
Sincerely,

************************* MBA
Business Response
Date: 05/12/2023
Dear ************************* MBA,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we have determined this complaint will remain closed as last time we stated our agent stated theres no further assistance we can provide and gave you the instructions you can follow to try and get this issue resolved.

This complaint will remain closed, and we wont be answering further communications regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/16/2023

Complaint: 19349557

I am rejecting this response because I no longer want skype or have anything to do with them.
Sincerely,

************************* MBA
Executive Director
Renewable Energy Institute

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