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

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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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:01/30/2023

  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.

  I am trying to redeem an Xbox GamePass (PC) subscription that I received from the purchase of my PC. However, when I attempt to input my billing address for my credit card, the address is not accepted. I am using my US mailing address for active duty, US military stationed in Europe. But the *** address is not accepted despite it being the only billing address I have and the same billing address that my banks accept and use as my billing address.So not only can I not redeem my free trial period for GamePass (I assume there was a financial deal made with another company to use such an offer) but I cannot even purchase GamePass.

  Business Response

  Date: 02/07/2023

  Hi ***********************,
  
  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit  ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.
  
  Sincerely,
  
  Microsoft Corporation.

  Customer Answer

  Date: 02/07/2023

   
  Complaint: 18954721
  
  I am rejecting this response because: I already tried what they suggested
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/30/2023

  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 pre-ordered a game from microsoft on 9/1/2022 for $79.99. The money was immediately withdrawn from my bank account. In December I received an email stating ************ was cancelled and my money would be refunded. As of today 1/30/2023 the money has not been refunded. After hours of trying to speak to a real person I finally spoke to an agent on 1/26/2023 that told me they had initiated the refund and my bank must have my money on hold. I contacted my bank and they said they have no record of a refund to my account and that they would not have held my funds if it had been refunded. After spending hours trying to contact someone at microsoft again i finally spoke to someone who told me the same thing the last person told me. My microsoft order number for the purchase is **********. And the case number i received from the first agent that stated my bank was holding my refund is **********.

  Business Response

  Date: 02/08/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After further review of your account *******************  based on the order history we did not find any charge.

  Please provide the account in which this order was made and update this complaint for further assistance.

  Additionally,for future issues feel free to visit Microsoft Support for assistance.

  or call at ************ to receive help from our frontline support team.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:01/30/2023

  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.

  During this pandemic alot of my affairs have been handled by email. I'm getting back to work my employer can't correspond with me because they blocked me out of my own email. I have answered all the security questions and when they sent a new set of questions I answered them as well. It's went so far to I'm giving them my email contacts a subjects of my email I've been through this over 6 times. And still they won't give me access nor a number to even contact them to find a resolution. My email address is *************************** which is also my name. Please advise. Thanks

  Business Response

  Date: 02/07/2023

  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.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:01/29/2023

  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.

  My microsoft was unfairly locked, I contacted the Microsoft live chat in which they told me that it was closed for "invalid sign-in attempts" and offered to contact me within 24hours ( this was 25hours ago, no contact ) I tried to ask how it could be possibly acceptable to close my account for "too many sign-in attempts" when anybody could just attempt to sign in and lock my account. I still have my current password, recovery email and ****** auth and they will not give it back! My microsoft email address is : ************************

  Business Response

  Date: 02/03/2023

  Hi *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account log in issues. 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: 02/07/2023

   
  Complaint: 18947949
  
  I am rejecting this response because:

   

  I have still not been contacted by anybody from the microsoft team even though I was informed it would take two business days. Still awaiting for my account to be fixed.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 02/17/2023

  Hi  *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account log in issue.
  After further review we found a previous case which stated as follows
  
  Service request **********
  
  
  
  Greetings *****,
  
  This is ****** again with Microsoft Support. I initially tried to contact you via email on 02/12/2023 and again on 02/13/2023. I am happy to assist you, however since no response has been provided, we will be closing your case. If you reply to this email within the next seven days, your service request will be reopened, and I would be more than happy to continue investigating your service request. Thank you.
  
  Sincerely,
  ****************
  Accounts &Billing Support Advocate
  Microsoft Customer Support & Services
  Sunday through Thursday 9am to 5pm CS

  
  Please feel free to reach out back to ****** for assistance.

  Sincerely,
  Microsoft Corporation. 

• Initial Complaint

  Date:01/29/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 21 I purchased 3 Surface Laptop studios totaling over 7000$. I was informed by *** that the delivery had failed and the package was returned to sender. See tracking: 1ZY549V70385073111 I contacted Microsoft over 8 times via Live Chat, since they dont offer phone support. I keep getting told they are investigating it, but never any resolution when it clearly shows the delivery failed and was returned to sender. I am about to file legal action in Small claims court. I was given this case number by Microsoft support **********. Please do the right thing Microsoft youve had well over a month to investigate

  Business Response

  Date: 02/06/2023

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Order. 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: 02/06/2023

   
  Complaint: 18945975
  
  I am rejecting this response because:

  I got a email this was escalated to the warranty replacement team and they said it was the wrong team and closed my case. Absolutely no resolution provided. Looks like this will be going to small claims court
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/13/2023

  Dear *********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface order, we have opened a new case with the online store, please be aware for their contact attempts that *** come via phone or email. Case number: ********** 
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:01/28/2023

  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.

  Ordered a controller online and it never arrived. I checked with shipping, the package had been delayed at the hub. They told me the package was empty, so they are not delivering it. I called Microsoft and they opened a case but never gave me any updates. They hang up on me when I call and ask for updates. I have no confirmation of my refund or the investigation and want to open a police report.

  Business Response

  Date: 02/02/2023

  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: 02/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18945130, and find that this resolution is satisfactory to me. Note that I have finally received a refund for the item, so we may close this out. It seemed to come immediately after I opened a case with the BBB.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/28/2023

  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 new Xbox series S from Target and discovered pretty quickly that the controller was defective. It had a problem known as "stick drift" where one of the sticks will provide incorrect input. In my case, letting go of the stick eventually led to it providing an "up" input despite being in a neutral position.I tried to use the recommended methods to get support. Unfortunately, Microsoft does not let you talk with a person via any of phone, chat or email. All you can do is fill out a form requesting a replacement. This form does not work for controllers that were bundled with the system.I eventually got support by engaging with one of their social media teams. When they finally sent me a controller, it was for their previous console: the Xbox One.Because of this experience I want to return my Xbox but cannot because I do not have the Xbox series s controller it came with.

  Business Response

  Date: 02/07/2023

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding [customer complaint] After reviewing your complaint and recent service request SR *** see that our Tier 3 advocate  has been working with you on this issue.

   

  The service request has been created for this # **********.

   

  
   We will monitor your support case through resolution.
  
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 02/08/2023

  Complaint: 18944720

  I did not accept any of Microsoft's offers because they were insufficient to resolve this case. I nearly accepted the case so i'd not have to deal with them again. 

  The operator did her best to help and offered me a $20 credit, which i refused. I have no plans to use it. I don't want the xbox anymore.
  

  The problem is this: you can use a chatbot to get support, or you can go to a form to request hardware replacement. In the case where microsoft does not have the device serial number correctly entered in their system, as was the issue in my case, there is _no possible way_ to get a call back from Microsoft or talk to a real person in any way to explain the situation and get support.
  

  Through no fault of my own, microsoft's support systems as they are set up could not possibly replace my controller. The form errored out, probably because the serial number was not found, and the chat bot would not go far enough to get me a callback. Calling their support number resulted in the explanation to use the website and a hangup by an automated system.

  I reached out to their ******* social media team to get a replacement and _eventually_ was able to get a case created. But due to Microsoft's failure to have the serial number correct in the system, they had to use a mock serial number and when my controller arrived at their repair center they somehow decided to send a controller from their previous generation xbox instead. I want to return my xbox, so having an older generation controller is of no use to me.

  What I want is for Microsoft to make it possible to reach a human individual using their support for any issue so that when Microsoft's systems fail issues can still be resolved without hours of unnecessary effort being put into it. I don't want a month of xbox service or a credit.

  Love,
  ***********************

  Business Response

  Date: 02/20/2023

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

• Initial Complaint

  Date:01/28/2023

  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.

  Between 12/3/2022- 1/152023 a series of unauthorized charges were made by a minor to the Microsoft Xbox service. Attached is the correlating charges printed and taken as a photo attachment. These attachment photos reference all dates and order numbers associated with the charges and the status of whether they were refunded or not as shown by complete, meaning denied. The charges were made by a 13 year old who created a Microsoft account by himself, lying about his age. Microsoft did nothing to check his identity or confirm age. He stole chash from his house loaded them on **** gift cards and spent about 2,000$ on game purchases for Microsoft in digital data. Microsoft has been contacted on 1/19/23 when we tracked down this information and has only partially refunded some of these charges, giving various excuses through email and phone conversations. Microsoft customer support was reached out to on January 20, 23rd, 24, 25, 28 over the phone and through multiple refund requests in each order number. They will not allow for a supervisor to speak with us, and continually block refund requests on there system with no explanation of why they underage minor was able to create an account and load money without confirmation of age. Microsoft is intentionally profiting from luring kids to make in game purchases with little safety protocols and makes it enormously difficult to fight for a refund because they say there are too many charges in one year to refund or other various excuses. We would like the bbb to help mediate with Microsoft to refund the unauthorized charges. As the parent of the unauthorized minor we have taken the Xbox away and changed all passwords and logins with his account, under ********************* and we are asking for the refunds associated with the ********************* Microsoft account.Please let us know what details we can give you to help support this case.

  Business Response

  Date: 02/06/2023

  Dear **************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unauthorized charges. 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: 02/09/2023

   
  Complaint: 18943393
  
  I am rejecting this response because:

   

  On February 8th at **** am, I was called by phone by a regular Microsoft agent not a supervisor. She had no documentation or solution to my case/dispute. 
  Sincerely,

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

  Business Response

  Date: 02/20/2023

  Dear **************,
  
  Thank you for your patience, after investigating your case we see that you were able to provide to our agent the information required for your case, we are glad to notify you that a refund has been approved for $552.97, refunds typically take between 3 30 days to be reflected on your account, depending on your financial institution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 02/28/2023

   
  Complaint: 18943393
  
  I am rejecting this response because: Microsoft has again not done anything to refund the amounts that were on Xbox gift cards.  They are responding to the refunds we have **** received instead of refunding the Xbox gift cards that were stolen unauthorized purchases by a minor who set up a fake date of birth to redeem on a unauthorized account.  Microsoft could write us a check or rebate us but say the gift cards are non refundable and that no action can be taken..  Microsoft has refuses to call us with a senior representative to explain why they can't refund these funds.  We have all receipts of purchases, order numbers and service request numbers and emails from Microsoft for documentation if needed.  See attachments for reference of what purchases they refuse to refund. 
  
  Sincerely,
  
  **************

  Business Response

  Date: 03/06/2023

  Dear **************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, after investigating the case that was assigned to you we see that our agent was approved to issue a refund for $552.97 USD to your account as an exception, Microsoft considers the case as resolved as an exception was made for this case and a refund was provided. Have a great day!!
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:01/28/2023

  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 Minecraft using my Microsoft account for my son in Dec 2022 The game never installed correctly I tried to contact Microsoft and there is no phone support Microsoft rejected my refund request.The complain here is 1) Microsoft is charging customers for products they do not sell 2) Microsoft is not proving any means to support the product (and at the same time laying off employees)Effectively they are setting up a system to take money from customers without giving any means to ensure the customers actually installed the product correctly. They are stealing money - I am sure this happens much more than just with me. This requires a government intervention or a class action lawsuit.I spend at least 8 hours of my time on this. I am normally billable at 80 dollars an hour.

  Business Response

  Date: 02/03/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Game  refund request. After reviewing your complaint, we will unfortunately not be able to provide a refund as all digital purchases are final and non-refundable as outlined by our Terms of Sale.  
   
  The timeframe to request a refund is 14 days after that time no refunds cannot be considered.
  
  Please refer to the snipped quotes below from our Terms of Sale (*************************************************************************************),  Section 16 and the  (**************************************************************), Section 9,part (g): 
   
  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 02/03/2023

   The game was never functional to begin with and Microsoft has never provided the means to actually request the refund!!. There are no actual phone lines to call!! No support!!

  
  Complaint: 18943505
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 02/14/2023

  You do not seem to understand

   

  I spent three weeks trying to make the application work and had no access to support. My son only visits weekends

   

  I finally was able to buy a SECOND license on a different ******************** account. Effectively I have purchased the application twice and expect a refund on one copy.

   

   

• Initial Complaint

  Date:01/28/2023

  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.

  On Sunday, 22 January 2023, I was able to use my Xbox Live account to log into Minecraft. It is tied to the email address ***************** with the tag OfficialJamion. On Thursday, 26 January 2023, at approximately 11:30p eastern I could and I was informed this email was no longer tied to a Microsoft account. I did some investigating and found that the email on my account had been changed to one that did not belong to me. I own Minecraft and through this account and Halo MCC that I purchased through Steam on 14 Nov 2019. I can no longer access my purchased content. I contact Xbox support which directed me to a call center where the woman barely spoke English. She told me to submit "hand written" information through email and they would call me back. They never did. I still do not have access to my account or the content I paid for. It was only this account that was compromised. I have only accessed this account within the last at least 5 years from ******* want them to look at my account see the email was changed, look at the location where the email was changed to (because I suspect it isn't ****) realize someone got into my account and then give me back my account. Now as far as I am aware I have no Credit Card or other info tied to the account. Minecraft was purchased through Mojang and migrated, and Halo MCC as I said was purchased through steam. Games from 7+ years ago on the Xbox 360 (including Portal 2, Halo3, among others) are hardcopies. If my Microsoft does not give me back my account I may have to result to legal actions which will be more costly for both of us then the value of the products tied to the account, but unfortunately may be necessary. I hope it does not come to that. I just want my stuff back.

  Business Response

  Date: 02/02/2023

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation