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.
2,069 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:02/04/2023
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.
Xbox (Microsoft) requires a web log into their services for ANY program relating to Microsoft. Regardless of the need to use the internet or a "profile". Because of this, I have a profile that was hacked in 2022. I have spent over a year attempting to find a resolution with Microsoft due to this situation now has locked me out of EVERY program I had already PAID for. This includes not only software but physical hardware requires a profile and access to their servers. This is an electronic barrier that is added and required by Microsoft and through this barrier Microsoft has defrauded me out of close to if not a little more than a thousand dollars in software and physical hardware. I have attempted to resolve this and the last "supervisor" I spoke to gave the following advice and I quote "have your bank charge all of the(m) back (17 years of purchase history)". I would like to have access and use of things I have already paid for, or I would like a refund for the entirety of the purchase due to defrauding me with deceptive practices.
Business Response
Date: 02/10/2023
Hi ******,

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

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/04/2023
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.
I would like to speak to the head of Mojang support.There has been a series of Minecraft accounts with rare capes (both minecon and cobalt) that have been stolen via a rogue representative within Mojang support. I can provide further details upon request, though for now, I would like to be redirected to the head of Mojang support so that I may provide more information.Thank you.
Business Response
Date: 02/13/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft Rogue agent report. We are sorry to hear that some content was stolen from you by one of the Minecraft support agents, we recommend to contact directly to the developer,visit *************************************** ask to speak with a higher escalation for your case, Mojang is a developer for Microsoft however, they manage the Minecraft support issues, specially when its related to in-game content like the Minecon and cobalt capes.
Sincerely,

Microsoft Corporation
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 is charging my debit card for a 365 Personal trial which I canceled on October 19, 2022. They charged me $69.99 on October 8, 2022, $12.50 on December 1, 2022, and $12.50 on January, 9, 2022. I do not have any Microsoft devices on my computer. Nor do I have 365 Personal on my computer. I want a refund for these fraudulent charges.
Business Response
Date: 02/13/2023
H ***************** ,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge issues and refund request. After further review of your account ****************** based on the order history we did not find any charge in the las 90 days
Please provide the account in which this incident is going on and update this complaint for further assistance.
Additionally, for future issues feel free to visit ************************************************
or call at ************ to receive assistance from our frontline support team.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/13/2023

Complaint: 19334193

I am rejecting this response because:

My Microsoft Account is ******************

My Microsoft account is: ******************
On December 7, 2022 Microsoft#GO168 Msbill.Info Wa *** debited $12.50 from my ******** debit card.
On January 9, 2022 Microsoft#GO168 Msbill.Info ** *** debited $12.50 from my ******** debit card.
On February 7, 2023 Microsoft#GO188 Msbill.Info ** *** debited $12.50 from my ******** debit card.
I'm requesting a refund for these unauthorized charges, and requesting Microsoft to stop billing me for any further unauthorized charges.

Sincerely,

***********************
Business Response
Date: 02/20/2023
H *****************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge issues and refund request. As mentioned after further review of your account ****************** based on the order history we did not find any charge in the las 90 days.
Please provide the account in which this incident is going on and update this complaint for further assistance.
Additionally, for future issues feel free to visit ************************************************
or call at ************ to receive assistance from our frontline support team.
Sincerely,
Microsoft Corporatio
Customer Answer
Date: 03/02/2023

Complaint: 19334193

Thank you for your reply. I understand you have no record of these unauthorized charges Microsoft has placed on my debit card, therefore you cannot issue me a refund. So I have turned this matter over to my banks fraud department.

Sincerely,

***********************
Initial Complaint
Date:02/04/2023
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 is creating duplicate accounts in the process of redeeming gift cards for Fortnite credits, and then not crediting the account with the redemption of the gift cards. The process to redeem the gift card requires a person to log into their Microsoft account online. In doing this, the account pings a person to verify their account through a code sent to their backup account upon login (for many this is Gmail). Microsoft then logs you in as your backup email, creating a secondary profile (separate from a person's existing Microsoft Outlook email address). The prompt to redeem the gift code is given in the secondary account created to verify login. This in essence kills the gift card. It's not usable because it was redeemed by the secondary account, rendering the purchase useless - as described to me on the phone by their customer service rep. A simple ****** search yields results that this happens to people all the time, and Microsoft refuses to credit accounts with the gift card redemption claiming that people used the wrong account (even though the accounts are linked and even created by the login process).
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
Initial Complaint
Date:02/04/2023
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 tried about 6 different phone numbers and when i get a person they end up putting me on hold for upt o 1 hr 15 minutes and then disconnect me. Each time I call back I explain what happens and they assure me they will stay with me and not do that. Then they put on music and never come back. I am trying to reach technical support but I'm beginning to think it doesn't exist and Microsoft sells you stuff and then says "Ok we got your money and now you can go to XXXX and spin your wheels!
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: 02/13/2023

Complaint: 19333167

I am rejecting this response because:I received an email with the contact information below and called the number/extension and was told by the robot that the extension did not exist. This is the problem I've had since the beginning. The robot is the gatekeeper that keeps one from getting anywhere and if, by chance, I succeed in getting someone, the stonewall me by putting my on hold (after telling me they will transfer me and stay on the line) and then disappear for up to an hour (the time I give up and hang up!) The Microsoft employees are well trained to never let anyone talk to a person who knows anything.
***************************
Support *************************************** and Support |Technical T3
Office **************************
Working Hours: Monday to Friday | **** **** | PST

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
Initial Complaint
Date:02/04/2023
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.
Purchased an Xbox series s. I have had multiple issues getting it setup. There is absolutely zero customer service. Had issues setting up an account but you need an account to talk to customer service. Was able to figure out how to get an account with no help from Microsoft. Now the console is just froze up on the update screen. Still cannot get in touch with anyone to help. This is by far the worst company Ive dealt with.
Business Response
Date: 02/13/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issues with the Xbox series S and account setup. We are sorry to hear that youve had a hard time with getting your Xbox ready to game, this are ***************** methods you can reach support on the future: ******************************************************** call ************. However we will open a new case for you with a senior member of our customer support service. Your case number: **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:02/03/2023
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 bought my son a Xbox and Microsoft Microsoft locked his account for no reason and continued to take money out of my account for Xbox live while he was not able to play his game for months.we contacted them several times but the issue was never resolved and he is still locked out of his account and cant play his Xbox.we did everything possible to tell them about the issue but they did nothing and continued to take my money
Business Response
Date: 02/10/2023

Hello *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your sons blocked account.

We suggest you submit a case review at ****************************************************************************************************************** / How to submit a case review | Xbox Support

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/10/2023

Complaint: 19331998

I am rejecting this response because: there is no reason why he should be blocked out of his account. He sent all the proof that it is him on his Xbox and still cant get nowhere. No I dont understand why he cant play his game that I paid for and in the meantime too much there is **** taken out of my account for Xbox, live when he wasnt even playing the game and Im sure Microsoft was where we couldnt play the game, so why was my money still being taken? He lost six years of playing this game for something that he did not do. So I want an answer on why he cant play his game and why he cant log in he does not have the same email or phone number. He tried to tell them that on the phone. When he spoke to someone but still nothing is done.

Sincerely,

*******************************
Customer Answer
Date: 02/15/2023
There is no way I cant get anyone on the phone at Microsoft to help me. We have tried several times we have sent all the verification that is his account and nothing being done. theres no help on the support link. Its a robot that cant help you with any questions or concerns you have. I need to speak to a live person to get this resolved, but we have been unable to do that for two months theres no reason why my son should not be able to get this Xbox, so I want you to explain to me why he cant get it and why we cant speak to anyone about it because nobody ever answers the phone so I cant get any clarification codes or anything until I speak to someone not a robot a live person
Business Response
Date: 02/22/2023
Hi ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account incident.A senior member of our Microsoft Xbox Team will start an investigation related to this matter and contact you directly. Your new Service Request is 701350092

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

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,

*******************************
I accept their response as long as his issue can be resolved and my son can please Xbox. Its been three months since he since hes been able to play and I just want this resolved. I would like to keep this complaint open until the issue is resolved.
Customer Answer
Date: 02/28/2023
The business has not resolve the issue yet I would like to re-open my complaint and get this resolved as soon as possible
Business Response
Date: 03/07/2023
Hi ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account incident. Based on the previous Service Request is 701350092
We found that your issue was addressed and resolved, in case this is not true, please contact the collaborator for further assistance.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/13/2023

Complaint: 19331998

I am rejecting this response because:

Sincerely,

*******************************
this issue has been resolved he still cant get into his account and still not getting any help from Microsoft
Customer Answer
Date: 03/17/2023
Someone from Microsoft contacted me but they are really not doing anything to resolve the issue.he is still unable to play his Xbox Microsoft will not let him on they are saying there was suspicious activity on his account but that is not true since hes the only one that plays it they locked him out of his account he had this account for six years and its just ridiculous for them to do this.he no longer has the email he signed up with and they will not accept the clarification that it is him.he sent them proof several times but still not able to get in his account
Business Response
Date: 03/23/2023
Hi ********,
As indicated in our previous email, please contact the collaborator for further assistance.
If you received a hard message, it is for some reason that after the investigation the account cannot be accessed.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/28/2023

Complaint: 19331998

I am rejecting this response because:I contacted them several times and they are not helping me at all he should have never been locked out of his account there was no reason for it.he sent all the proof that it is his account and nothing is being done about it you keep saying the same thing over and over again but not helping him get back in his account

Sincerely,

*******************************
Initial Complaint
Date:02/03/2023
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 had my Xbox Elite Series 2 controller joystick break and the controller was 9 days out of warranty, so the support team offered me a replacement for $80 + tax. I took the offer, but the controller was defective upon receiving it. I inspected the controller after removing from the shipping box and upon doing so the Left trigger was sticking. I immediately called Xbox support and asked them to replace the faulty controller they just sent me. They told me I would have to send it in for repair. I told them that was not acceptable and I wanted a refund. They had to escalate that request. It has now been 3 weeks and I still don't have a resolution or response. I want to return the faulty replacement controller they sent me and get a refund.
Business Response
Date: 02/13/2023

**********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your controller issues and refund request. After further review of your account we found a previous service request ********** based on the notes your device was out of warranty even so you got replacement and unfortunately this was defective for that reason our escalation team is evaluating your case and you should keep on waiting.

The case is escalated and the person who assisted you by phone is waiting for any notification.
If you need further updates feel free to contact us back in the next 48/72 hours.
Additionally, for future issues feel free to visit ************************************************
or call at ************ to receive assistance from our frontline support team.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/13/2023

Complaint: 19327114

I am rejecting this response because:I did not get a replacement, I paid $83.74 for a refurbished replacement that was faulty out of the shipping box. It has been a month that the case has been escalated. It should not take that long to see that Microsoft failed to send me a functional product, that I paid for, wether it was a it was a replacement or not. If you are going to seek a product, even refurbished, it should be defect free. I originally just wanted to send the replacement back for another controller, but I was told I would have to send it in for repair. Why would I have to send a new product in for repair!? That is why I asked for a refund. Quit dragging your feet, accept Microsoft is in the wrong, make the situation right and refund my money.

Sincerely,

*******************
Business Response
Date: 02/20/2023
H ****,
As mentioned, after further review of your account we found a previous service request ********** based on the notes your device was out of warranty even so you got replacement and unfortunately this was defective for that reason our escalation team is evaluating your case and you should keep on waiting.

The case is escalated and the person who assisted you by phone is waiting for any notification.
If you need further updates feel free to contact us back in the next 48/72 hours.
Additionally, for future issues feel free to visit ************************************************
or call at ************ to receive assistance from our frontline support team.
Sincerely,
Microsoft Corporatio
Customer Answer
Date: 02/26/2023

Complaint: 19327114

I am rejecting this response because:

Sincerely,

*******************
Customer Answer
Date: 03/03/2023
This is unacceptable! Microsoft sent me a defective product and they are dragging their feet about giving me a return label and a refund. Microsoft did not want to replace the unit, wanted me to send it in for repair. I asked for a refund, since they were unwilling to replace the defective product they sent me. There is no excuse for them to drag out their so called escalation process for almost two months, just to give me a refund for a product that was faulty out of the box. Microsoft wants to act like they did me a favor in SELLING me a replacement for my original controller that broke, nine days out of warranty. Send me a return label and refund my money for the defective product that falls on Microsoft's QA department for shipping me a defective unit.
Business Response
Date: 03/09/2023
H ****,
As mentioned, after further review of your account we found a previous service request ********** based on the notes your device was out of warranty even so you got replacement and unfortunately this was defective for that reason our escalation team is evaluating your case and you should keep on waiting.

The case is escalated and the person who assisted you by phone is waiting for any notification. If you have not received any response please try contacting the agent again for further updates.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/03/2023
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 bought a Xbox elite series 2 controller and had to send it in for warranty work, they sent me back a broken refurbished controller I call and was told to send it back and they will send me another, the next one I got was also damaged so did it all again. The 3rd controller was still malfunctioning, so I talked to ***** a manager and requested a new controller, he informed me that he could do that but I could get a refund. I agreed, he told me to send the controller with all the accessories back and I would get a refund. I sent them back jan 15th. Instead of a refund they sent a refurbished controller again witch I can't use due to the fact that I sent the charging dock and accessories back like I was told. It's been 2 weeks of calling them and trying to get a shipping label to ship this controller back so I can get my refund of $179. I contacted them multiple times and no progress.
Business Response
Date: 02/14/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Elite controller Series 2. 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:02/03/2023
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 AM IN DESPUTE OVER CHARGES THAT BEEN COMING OUT OF BY BANK ACCOUNT. I CALLED SEVERAL TIMES TO MICOSOFT STORE AND WAS ON HOLD FOR FOR OVER 2 HOURS WHICH THEN I WAS HUNG UP ON. WHAT I AM WANTING IS A RERUND OF **** FOR ALL OF 2022 AND JAN OF 2023. I WASNT AWARE THAT THIS HAS BEEN TAKEN OUT OF BY BANK ACCOUNT, FOR AN OLD COMPUTER THAT I DONT HAVE ANY MORE, SO ALL I WANT IS A REFUND OF 9**** ADDED BACK TO MY BANK ACCOUNT
Business Response
Date: 02/10/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund. 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 701309257.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/10/2023

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,

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

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