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

• 

  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:02/07/2023

  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.

  My new **** computer with Windows 10 wont turn let me turn updates off. I have loaded Microsoft Office 2016 onto MY Laptop 5 times and everytime a few days later it magically disappears. Along with my files! Documents! Photos! I can't open anything that I had on my OneDrive and I've been using OneDrive for 3 years. All of my Folders are EMPTY or all my files from a folder magically transferred to another folder jumbling up everything. All of my photos have been erased backdating to 2007!!!!! I install, FROM A CD I PURCHASED, photoshop and I've loaded this over 10 times, every time Microsoft wipes it from my computer. I PAID for this program. There is nowhere on my CD or in fine legal print that it EXPIRES after a certain date. Since I PAID for it and I PAID for my laptop Microsoft is illegally stealing personal private applications from me. Just today, 2/7/2023, at approximately 11:05am I saved documents to a USB drive and all of them have miraculously DISAPPEARED! I've downloaded a different app to use for word documents and everytime i go to save one or try and go back to it its messed up or won't open and the app i downloaded to use has been deleted. It is Microsoft shady and being greedy and forcing us to use O365 and PAY for a subscription AND I AM NOT DOING IT!!! I paid $3500 for my **** laptop and it's completely useless with WINDOWS/MICROSOFT. I am disgusted and saddened that they have stolen all my memories - family and friends and life!- from me. And I am insulted that they, after years of having great products, come to stealing and dishonest and treat us as if we are idiots. I'm switching to Mac/Apple and buying every person I know a Mac and throwing windows and office and all other microsoft products in the trash where they belong!

  Business Response

  Date: 02/15/2023

  Hi ****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your Windows/OneDrive and files issues. A senior member of our Microsoft Technical 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: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.

  Skype, is making it impossible to get out of their services, when i tell them i want to terminate my service WITH SKYPE, Skype tells me that i have to terminate my Microsoft service also, first of all i have no idea what Microsoft has to do with Skype??? O K, than when i go to Microsoft they want to take my credit card to solve this problem, to charge me??? i have been on my computer the last 40 minutes trying to end my service with Skype. why some companies make it so so easy to begin service, and so so hard to terminate service. i have asked BBB to help me in the past and you have always been a huge help, and this may seem like an easy fix, BUT i am 75 years old, have no memory and not very good on the computer, and every company states their, WILL BE NO PROBLEM...NOT. My Skype number is, ***********, and my code is, 2304...Thank You...***************************************

  Business Response

  Date: 02/15/2023

  Hi *******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your Skype subscription and cancellation request issues. A senior member of our Microsoft 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: 02/17/2023

   
  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. **************** from Microsoft has taken care of my problem.  once again thank you, BBB, in helping me resolve this problem.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:02/07/2023

  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 took one hundred dollars from my bank account without any sort of notification. *** never had an Office 365 account in my entire life, never signed up for a trial, and absolutely have no interest in getting one. *** made multiple attempts at contacting them by phone and filled out an online form requesting a refund with no response back. They also try to make it look like you willingly purchased Office 365 on the refund request form by wording responses with only a few options like, "I mistakenly purchased this item" or "My child accidentally purchased this item." I just want my money back and have this garbage subscription removed from my account.

  Business Response

  Date: 02/16/2023

  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

• 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.

  I purchased a keyboard from Microsoft, the keyboard is defective. I have tried it on several computers and it is doing the same thing. It stops receiving the key strokes for a few seconds while typing.I asked to swap it and they asked me to pay an extra 30 bucks to get another one from their store.I am of the belief that such a problem with a brand new keyboard should be a warranty issue and that they should swap it with another brand new one.

  Business Response

  Date: 02/15/2023

  Hi *******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your keyboard issues. A senior member of our Microsoft 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.

  I have been trying to contact Microsoft for the past 2 years. They do not accept phone calls and online isnt any help. My card continues to be charged every month , when I dont even have an Xbox. I want my card to stop being charged. You guys cant even verify me but yet have a way to continue to charge my card and verify that. Over and over I continue to try to call them about it and they do not accept anyones phone calls but yet they continue to accept the charges off my card. I will never do business with them again and I would like for the charges to stop and my money back. I want my card out of your system.

  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:02/07/2023

  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.

  I find it unbelievable that Microsoft has assumed the right to store material of my own composition on the "cloud". I am opposed and outraged at the thought that things I write would be exposed to the danger of unauthorized access by hackers online, which is a danger that Microsoft forces Windows 10 users to accept without our permission. Until some point in late January 2023, I have been able to tolerate the use of Windows 10 by saving everything I write to my personal documents where I was able to work offline. In late January I discovered that the option has been removed. I can now save only a copy to my documents, but the original remains online and is updated whenever I update my document. Furthermore I have found that things I have written in the past and stored on USB drives (not even in My Documents) if I open them, they are automatically stolen from my USB stick and put on the cloud. How and why is Microsoft allowed to commit this theft every day, and how can I recover damages? Besides a daily journal which is for my eyes only, they are steeling copyrighted chapters from 2 books in progress, which I am now afraid to open because they will automatically be stored on the cloud. The rage this makes me feel is hard to describe. Is there a class action against Microsoft, and if so, how do I join it?

  Business Response

  Date: 02/16/2023

  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: 02/17/2023

   
  Complaint: 19345479
  
  I am rejecting this response because: It only promises a solution in the future and does nothing toward a resolution. I think my complaint now has a number from the BBB and 2 different numbers from Microsoft, and they address me as ******, which worries me that they haven't even read my complaint. My name isn't *************
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/23/2023

  Dear *************; !
  
  We sincerely apologize for  this  inconvenience that you have experienced  and a I do aplogize for this cunfusion with your name Art , 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

• Initial Complaint

  Date:02/06/2023

  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.

  Approximately February 5th, 9am eastern I received a text that my phone number was changed on my microsoft account that I have for my son. I knew it was not him so I went and followed link just to get that the account does not exist. I was hacked. We contacted microsoft through their website which was atrocious as is to get any kind of help, and was told that our account was indeed hacked by someone in ******. We spoke to over 3 customer service representatives and even gave them the email address it was changed to and all told us we had 72 hours to 30 days to wait to get my account back. Meanwhile, thousands of dollars worth of games, my paypal, credit card and 2 years worth of gamepass sit on this account. Only one representative stated we could make a new account (therefore lose over 10 years worth of game progress) and eventually have our games but not progress moved to the new account. This has been a nightmare- the customer service is awful. The process has been a nightmare and yet we were told we could not even have a lock put on the account until resolved. Meanwhile I have had to lock my card and change password/emails for everything as this person who hacked the account still has full access to everything we bought, all progress. If they see it was hacked why do they not help immediately? As a customer of over 10 years I am truly debating on even staying with microsoft (Xbox) as this has been of of the worse customer service experiences ever faced. We have all proof needed to show it was hacked and yet we feel like we dont matter and helpless with no help from the company. I even asked for a supervisor/manager and was either hung up on, or they disconnected from the chat. We just want our account back and fear we are out a lot of money.

  Business Response

  Date: 02/14/2023

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account Hack. 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: 02/14/2023

   
  Complaint: 19340177
  
  I am rejecting this response because: No thanks to microsoft I was able to get the account back. There is so much that happened and how disrespected we were by customer service that I am done. 
  

  - We once again called asking for a update- and were told the account was locked. We were fine waiting a few days until as I was on my accoubt my sons account came online and someone was playing minecraft and it was not my son. After everyday trying I was FINALLY able to get recovery form done and change password but that did not matter much as the email was changed. My son happened to go in and see what was being done to his account to actually run into the person who was on his account who asked how we got on. Here his account was SOLD on some site in ***** and a kid bought it in *********! I called yet again and spoke to 4 different agents who wouldnt help us get the email changed, so I guess you can figure out what happened next. We were locked out and the email change request that we had to wait 30 days on- cancelled. I sat and watched my son who worked hard on his account for years, hundreds of dollars in games, and 2 year game paas he got for christmas gone. He cried. . And I went to work trying to get my own resolution since you, microsoft refused to help. Your one agent told us we could easily keep doing password recovery daily but we would be sharing our account. When I asked her how thats fair, when its on my dime she hung up on me saying nobody could help me. I asked for many supervisors just to be hung up on. 
  

  As I went to work on my own since your refusal I contacted the company person in ********* to essentially beg for help! I ended up getting access to that russian email, and my sons account back and able to change email, throw a big two step verification on and make sure it was all encrypted. I also ended up sending that kid in ********* a xbox gift card because I felt bad. Why? Becayse in the end these were two kids dooped by a hacker. Im disappointed in microsoft and the fact they refuse ld to help us. We always called and never heard a thing back from them. If it wasnt for the time and money we out into it- we would all move over to playstation. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/05/2023

  Type:Delivery 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 XBOX Series X 1TB gaming console was sent in for repair. Microsoft sent me a *** label to ship the item to them and I followed their instructions and dropped off the Console at a *** store. The package was delivered to them over 2 months ago (11/28/2021) with *** tracking number 1ZW8597X9019139435. Since then, the status of the repair has not been updated, and I was told they can not find the package, and that it is 'lost in transit' even though *** clearly shows the package was delivered to Microsoft. At any rate, instead of dealing with *** and sending me a replacement, I have been put on a 2 month hold with absolutely no resolution.The repair order # for this case is **********. There have been numerous cases opened to escalate this matter to no avail, with the latest case being case # ********** I demand a replacement console sent to me in brand new condition immediately.

  Business Response

  Date: 02/10/2023

  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: 02/10/2023

   
  Complaint: 19336689
  
  I am rejecting this response because: I still have not received the repair back from Microsoft. I will close the case when item is received.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/19/2023

  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, *********** 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: 02/24/2023

   
  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:02/05/2023

  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.

  Hi whats up I am ****** I am contacting u because I called ur call center and chat center and they wont do nothing about it but my Xbox one controller worked fine befor u updated with ur update and then us stoped responding and called us and chatted with and did a the troubleshooting and it still wont work on my Xbox one and the problem is because of some thing us did it had me do to try to make the controller better u say witch it did not and can proof the controller worked befor I updated it and my I was told by someone that works in law that because ur update broke my controller it ur fult us should replace it or repair it not cost to me and if I dont I will take this to the attorney generals office to deal with and if that dont work then I will take the next steps need to get us to take responsibility go this. Thank u no matter what if want keep a customer happy and do the rite thing because that my only controller I own and cant wait to here back from us thank u

  Business Response

  Date: 02/10/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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: 02/10/2023

   
  Complaint: 19335981
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* I want my controller to be replaced seeing it am using a controller my brother let us to I get a new one seeing ur update messed up my controller so when will ur agent call me and contact me and all I want and think is can do to fix this is replace the controller if u want happy customer and get back to me asap

  Business Response

  Date: 02/21/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your replacement 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 this case, we were able to confirm a device was sent to you, and according to **** the device was delivered on Saturday, February 18 at 4:13 P.M. Please confirm the delivery of the controller.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 02/27/2023

   
  Complaint: 19335981
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* on 2/11/23 I was told I get a brand new controller and I clog the recording to prov it and u souls to so get my new controller or I will file with my lawyer seeing he told  told the a  voice contract and if I can prov can proof it witch I can with the recoding us got And my recording from 2/11/23 us have to give me a brand new controller or we can take us to court I do t want to have to but I will if I have to so get me my brand new controller 

   

  Business Response

  Date: 03/07/2023

  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 we were able to confirm the case has been closed as resolved as *** tracking service shows the device was delivered on February 15th. Considering this information, we will proceed to close this complaint.
  
  We wont be answering any further regarding this case.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19335981
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************** I told us it dont work still so hows it fixed then jw

  Customer Answer

  Date: 03/17/2023

  Still not happy y would be 

• Initial Complaint

  Date:02/04/2023

  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 Has allowed two scammers, ***********************, and ***************************, both live invading identity theft social security scammers with fraud businesses Lion Bull Trucking ********** Bull Trucking registered to the ******** registry! These cowards are acting as if Im their client and theyre my administrator. I cant even go to the Federal library in peace and type court documents without them allowing the masses inside. If I buy a computer my credentials are used in all of Microsofts services! Im basically followed and frauded! My email is managed by these scammers also. *** tried to reach out to Microsoft security over and over and the contact yall list to email does not respond. What kind of security is that? I want all of my rigged up credentials and affiliations with these no lifes removed!

  Business Response

  Date: 02/10/2023

  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: 02/11/2023

   
  Complaint: 19335190
  
  I am rejecting this response because: I want to use services for my personal life, not the ones set up by frauds following me to libraries and other computers! Why was the email never answered from the listed security? I need to be contacted!
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/19/2023

  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, *********** 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