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

• 

  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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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:02/03/2023

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

• 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.

  Microsoft is hounding me because they say I'm over the limit on my free email account, and they have stopped everything from happening with my email account They say I owe them money. 1st of all the email accounts are supposed to be free and I really wish they would stop harassing me. They have stop sinking all of my accounts and everything. This is corporate bullying at its finest. No one should have put up with this. It Is tiring having to put up with the company's stopping of your functions inside the email account.

  Business Response

  Date: 02/09/2023

  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:02/03/2023

  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.

  Have been trying to resolve log in issues since Jan 13. Case ********. No-one calls me back to get into my business 365 account.

  Business Response

  Date: 02/10/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account log in issues.

  After reviewing we found you were contacted at *****************************

  If you need further assistance, feel free to re-open your case by replying to the email you received.
  
  Sincerely,
  Microsoft Corporation.

  
  

• Initial Complaint

  Date:02/03/2023

  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.

  Several year back when Windows 7 started becoming obsolete Microsoft was nice enough to update my Desktop for free! Last night an automatic update went on my Desktop from Microsoft and now I can not get in to my computer because it is asking for the product key which I got out of my laptop "They used the same Windows disc" YTMG3-N6DKC-DKB77-7M9GH-8HVX7 which was on my desktop also yet the people at Microsoft are no help and went as far to make me look like I was lying. I am on disability and can not afford to go to Best Buy to buy ANOTHER disk when it is Microsoft's fault it wont work in the first place with an update that caused my Desktop not to work in the 1st place! They want to go in to a computer remotely That I can not access because it wont let me enter the product key!

  Business Response

  Date: 02/10/2023

  
  Hi ******,

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

• Initial Complaint

  Date:02/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been locked out of my microsoft account with no explanation or contact from Microsoft. I have called and it is an automated system. Chat cannot help because they say it is up to a computer to determine when my account will be unlocked. I have missed virtual doctor ************ because I could no receive a link to them.

  Business Response

  Date: 02/09/2023

  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: 02/09/2023

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

• Initial Complaint

  Date:02/02/2023

  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.

  To whom it may concern,We purchased my son a Xbox for Christmas 2022. Along with it, we purchased him Xbox gift cards. When activating the giftcards they say that they are not redeemable. I have called Microsoft regarding this issue, whom told me to contact the retailer (gamestop) as well as contacted gamestop whom told me to contact Microsoft. I want my money back for the gift cards!

  Business Response

  Date: 02/10/2023

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox gift cards. 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:02/02/2023

  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.

  It was about 2 years ago one of children signed up for a free trial to play online games .They said they canceled the trial . Well apparently they had not canceled or couldn't because these creeps keep you from being able to canceled I have tried several times over the last 2 years. . They dont allow you to get through their recording to speak to someone live and online they make you fill out a form then at the very last question they ask for a account number. And I dont know any account number . So it won't let me get through to them any place online or phone number that they have. I had my debit card changed . And that didn't stop them . They started charging the new one . They have been taking ***** and ***** 2 times a month for approx 2 years. They can look and see that no games have been played except the first month or 2 I forget what my daughter told me that the free trial was for .But they are stealing from me and countless others. Please help me . This is slot of monet. And to top it off I'm dying just an FYI.

  Business Response

  Date: 02/10/2023

  HI ****

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