Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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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

5,180 total complaints in the last 3 years.
2,073 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/24/2022
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 have been given two false suspensions for using xbox lfg. Nothing in these post is offensive, and it seems to be happening to other people the frequent xbox lfg making aimilar posts. The bans are under 72 hours so i can not appeal and i have no way to get ahold of a human who can help me.
Business Response
Date: 11/28/2022
Dear ***************************** !

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding of your subscription with Xbox. However, a senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Service request 11190268 has been created for this case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/28/2022

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,

*****************************
Customer Answer
Date: 12/08/2022

Complaint: ********

I am rejecting this response because:
I recieved 2 , 2 day false suspensions for using the lfg feature. I submitted a previous BBB complaint, #********, and i FINALLY got a call from an 'advocate' way past the 'two days' i was supposed to have had been reached out on. ************************ was extremely rude. He was condescending during the call, and obviously did not want to reach out to me. He basically told me tough luck on the suspensions, if it happens again reach back out. Reaching out and even getting a point of contact took 14 days. The band are 48 hours each. He then referred me to the enforcement websote, knowing there's no resolution for me there. Best part was as i was telling him i was upset. And he was wasting my time because he's provided no resolutions to being falsely banned, he hung up on me. I need to be contacted by the correct **** to deal with my account getting false suspensions, and i want that terrible 'customer advocates' dealt with. There's no way that was a tier 3 official call.

Sincerely,

*****************************
Business Response
Date: 12/14/2022
Dear ***********;

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue . It has been a tremendous joy and privilege to be providing you with follow up , until get issue fixed, ,however , I will continue working with a resolution for this matter.
A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.
Service request 7010809054 has been created for this case.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/24/2022
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 am complaining about the lack of professional communication between customers, and Microsofts Xbox **************************** I think I speak for a lot of people when I say, we are tired of a department that takes no responsibility for the damage they cause with their actions. They impose harsh and extremist methods of bans and shoot down ALL appeals. This department has no contact, no methods of being reached, and they ignore any forms of contact people attempt to make with them. My biggest concern, is that this companies department allows people to suggest suicide, and self harm in their messages with no discipline and no penalty imposed. But they will enforce extreme punishment on someone with a photo that violates no conduct, a gamertag with no negative meaning, and their appeals system is just another way for them to shut down customers demanding them to do their jobs. There is no investigation done, and infact, takes immediate favor towards the person who could mayhaps be a person angry that someone did something in a competitive game. The lack of investigation and evidence collecting is appalling, and causes more harm than good when innocent players can't even game in a friendly zone. These employees of this joke of a department need to be held accountable for their wrongdoings, and we as consumers of their products demand the right to be able to bring their underhanded dealings to the attention of higher **** and given the resolution we deserve. A complete overhaul of the enforcement division, and a more indiscriminate staff running it so players can feel safe and welcomed, without the bullying of a big corporation going hand in hand with gaming trolls.
Business Response
Date: 11/28/2022
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 7010295101.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/28/2022

Complaint: 18459516

I am rejecting this response because:
This is not just a grievance for myself, but all the people who own and use your products regarding Xbox. I want a resolution that benefits the masses of the Xbox gaming world, and not some quick fix resolution which more or less will not receive the consideration it is due. All you have to do is look around briefly on ****** to see the multitude of dissatisfied voices in regards to the enforcement department. I think this deserves more than just a senior representative. This is something that needs to reflect and change the entire face of enforcement in the gaming community.

Sincerely,

*****************************
Business Response
Date: 12/06/2022
Dear *****************************,
Upon checking your support case #**********, we were able to confirm our representative *********** informed you theres no further action we can take on this matter. We understand this is not the resolution you had hoped for, but we stand by the resolution provided by our advocate ***********************We appreciate your understanding. We due apologize that we cannot assist you with your request. We will be closing this complaint at this time as no actions can be taken from a Better Business Bureau standpoint.
We will no longer be responding to any further requests concerning our enforcement team as this matter is closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/13/2022

Complaint: 18459516

I am rejecting this response because:
it's an absolute joke of an answer. There was no discussions made, ***** gave a simple scripted generic email, Microsoft in no way shape or form has done anything to resolve the matter. Let it be known, Microsoft officially by this outcome, says openly, they do not care about their customers. They also can't spell to save their souls.

Sincerely,

*****************************
Business Response
Date: 01/04/2023
Dear *****************************,
As we mentioned before, our representative indicated there's no further action we can take regarding your complaint. This case is now closed, and we won't be answering anymore.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/11/2023

Complaint: 18459516

I am rejecting this response because:

This had nothing to do with my personal case. That long since expired, the fact you bring that up as the topic only further serves to prove that Microsoft does not acknowledge the true cause of these issues. So by all means, no longer respond to these inquiries. That's why you're better business rating is below any reasonable thought of normalcy. This was in an attempt to overhaul your entire enforcement system, which will remain corrupt, and further dissuade others from wanting to be a part of it and look for other services in the gaming community.

Let it be known that Microsoft hereby acknowledges that they do not care about the consumers, and they will not do what is necessary to ensure that the people who pay their salaries and buy their products, are guaranteed the satisfaction they are entitled to. Let this topic on the Better Business bureau be yet another brick in the foundation that is hopefully the way towards making Microsoft a better place for everyone. Consumers, and employees alike. Thankfully I'm not the only one with this insane idea, and that's why your rating as a whole reflects that as well. Please do not attempt to reach out to me anymore, as your guilt and bad business ethics have already been proven.

Sincerely,

*****************************
Initial Complaint
Date:11/23/2022
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.
This is in referenced to the Xbox account with ************************* and gamer tag is ' Head Hooligan 'My Xbox account has been permanently banned. I appealed the ban and they didn't overturn it. Their reasoning was "This account was suspended for fraudulent acquisition or use of Xbox Live content. "As I tried to explain, I have never once done anything they claim. I found a website that completes challenges in the game. The person who did this contacted me to tell me my account might be banned by accident.I can promise that if you look into my account you will see there is NO SUCH ACTIVITY and that it was seemingly banned in union with other accounts from what I believe was the same IP.I request either to get my account back or to refund all the purchases I've made on the account in the last 2 years as well as all past games. If we can't come to an agreement I'd like to request an arbitration hearing.
Business Response
Date: 12/01/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban. To contact the enforcement team, received more information and resolve your issue please visit **********************************************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/01/2022

Complaint: 18458876

I am rejecting this response because:

The XBOX enforcement department does not allow me to contact them anymore. I submitted an appeal but it was rejected. I stand adamantly before my complaint that I was wrongfully banned and seek to resolve this matter or request an arbitration hearing seeking $10,0000 in damages.

Sincerely,

***************************
Business Response
Date: 12/13/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize for all the inconveniences youve have experienced with this ban;however, our enforcement team is the only one that can provide you with assistance on this matter, please visit **********************************************.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/23/2022
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.
Unable to use my computer due to download restrictions resulting in it being unusable. The help call line was terrible and told me to go online, which online told me to call, which is a loop.
Business Response
Date: 12/01/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Issue. 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 7010390543.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/23/2022
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.
Date this happened: November 22, 2022 I was playing Warzone last night, then around 9:50 I got disconnected and a message popped up saying my console was banned. This morning I tried to see if I could connect to Xbox Live and i was still banned. I figured maybe it was a technical issue so I went to the system settings and it said my Xbox updated around 9:50 which is the same time I got disconnected and banned. It could be a coincidence but I don't know because there's no transparency or a way to appeal a console ban.Contacting support was pointless. The response I got is there's nothing they can do.I would also like to add that I haven't made any changes to the console or cheated when playing games or committed any fraud, which are the reasons I read someone could get console banned when I looked it up on the Microsoft support page.TheonlyreasonIboughttheXboxwasbecauseofGamePassandnowIcan'tuseit and still have a few years left on my subscription. Microsoft knows GamePass is one of the biggest reasons people like me chose them over ***** I want my console unbanned or a replacement. If they refuse, then I want a full refund since they decided to remove a key functionality of my console and I'm not getting what I payed for. I would like a full refund for the console($529.94), the online subscription($190.77), and the games I purchased ($176.08) for a total of $896.79.
Business Response
Date: 11/28/2022
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 7010295394.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/30/2022

Complaint: 18458306

I am rejecting this response because:

On Monday Microsoft contacted me saying that one of their senior advisors would contact me within 2 business days, the latest being Wednesday (today). It's th end of the day and they have not contacted me.

Sincerely,

*********************
Business Response
Date: 12/08/2022
Dear *********************,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account. After checking your support case #********** managed by our representative ***********, we were able to confirm your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live. We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.
We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/13/2022

Complaint: 18458306

I am rejecting this response because:

Sincerely,

*********************
Customer Answer
Date: 01/03/2023
Microsoft stole my money. ************ services I paid for as well as games I paid for that I can longer access and a console that is now banned, so it's worthless. They refused to give me a refund.
Initial Complaint
Date:11/23/2022
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.
Over the last 6 months Microsoft has charged me ~$81 without my permission. I have requested no services if theirs nor do I have any subscriptions with them. Starting June 18th they have taken $13.57/month every month. I have a claim open with them, and have been calling and emailing them for months now, and they still keep charging me.
Business Response
Date: 11/30/2022
HI ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing issues We are unable to verify your account or locate a service request associated with the information provided in your claim.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/23/2022
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 have been charged for a service I never signed up for and have been charged $15.98 3 times in the last 3 months. I have a Microsoft office account, however, that is billed separately from whatever this charge is. I never agreed to these payments of $15.98 and in fact they do NOT show under the Microsoft account. I have contacted my bank 3 times regarding this and all they could suggest is to cancel my card which I did twice. I cannot get a Microsoft representative on the phone OR on line for this issue. My bank removed the charges the first 2 times. I need this resolved so it does not keep getting charged.
Business Response
Date: 11/28/2022
Dear ************************;

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding of your subscription membership. However, a senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.
Service request 7010290069 has been created for this case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/04/2022

Complaint: 18455402

I am rejecting this response because: I have been in contact with Microsoft multiple times and every time they tell me they cant locate the account the charges are being applied to. Its not my account and yet the money is fraudulently being withdrawn from my debit card every month for a service I never requested or signed up for. They have escalated it 4 times and still have not resolved it. Its been 11 days since I reported this. I want it resolved IMMEDIATELY.

Sincerely,

*******************************
Business Response
Date: 12/13/2022
HI ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing issue. We found a previous service request in which stated as follows:

Service Request Number: **********

Hi ****,

This is ***** again , with Microsoft Global Escalations. I would like to thank you for taking the time to contact us in regards to the charges you have received from Microsoft.

Your service request has been reviewed, and the original charges you have received have been located. It is confirmed that any recurring payments associated with your payment instrument have been ceased, and your payment instrument has been removed from the Microsoft account.

At this time,we will like to advise you to contact your payment instrument provider to dispute these charges as fraudulent and report the problem, as your payment instrument details could be used on other services than just those provided by Microsoft.

If any other issues arise, you may contact Customer Support and someone would be happy to provide further assistance.

We sincerely apologize for any inconvenience that you have experienced, and appreciate your understanding and patience while this problem was investigated.
Sincerely,
***** P
Accounts &Billing Support Advocate
Microsoft Customer Support
If you need further assistance feel free to re-open your case by replying to ***** based on the service request given above of this message.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:11/22/2022
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 has been double charging me for an Office365 subscription for about 1 year. I was never able to login, and tried multiple times to get through to support with no luck. Was finally able to reach someone today, and was hung up on after explaining the refund Im clearly entitled to. At this point I am currently sitting on hold with a rude agent who left me on hold and while asking for them to make contact since I had been hung up on once, he ignored me and placed me on a musical hold. I have provided pictures of me on hold, both requests, and a chat request I tried to cancel that when I gave the experience 1 star, I was bumped to 1st in the queue and STILL WAITING. This is literally insane!!!
Business Response
Date: 11/30/2022
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 7010358027.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/22/2022
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 mailed my Xbox Series X game console to Microsoft for repair as there were issues with the console I could not resolve. The console is still under warranty. The order number is **********. After mailing the console, the service center in *******, ***** recieved my console on 8 Nov and started processing (work) on the 9th of Nov. I've seen no update online as to the status after that. I called customer service and after they looked into it, they found that the console has been repaired as of 11 Nov but doesn't know why the console has not been shipped back. Calls made to Microsoft get me numerous service reps that seem unable to resolve my issue. I've provided a screenshot of online status. Overall this experience has not been good regarding my repair and customer service lack of knowledge, or ability to obtain reasons for delay is substandard.
Business Response
Date: 12/06/2022
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 7010558600.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/22/2022
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.
BBB: I tried to contact Microsoft about the issue, I could not find a way to do so. ISSUE: Order/Service #********** (Warranty) I sent in a Xbox controller to be serviced. The way that Microsoft explained to me at the time, is that when it comes to warranties for xbox controllers, they would send out new controllers instead of trying to fix any of the controllers. Here is the issue. I got 2 notices saying that Microsoft had received my controller on 2 different dates, 11/4/22 and 11/5/22. As of today (11/22/22), 18 days later, there has been 0 progress on my order/warranty. They still have my controller, they still have not sent me out a new replacement. From my past experience from getting repairs done my Microsoft, it is taking way to long to send me out a brand new controller. PAST EXPERIENCE: June of 2009, 360 Red Ring of Death, it took them less than 2 weeks in total from me shipping it out and receiving my 360 from the service center. Granted their was issue with missing USB flap afterwords, they did took care of it.
Business Response
Date: 11/28/2022
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 7010294745.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/30/2022

Complaint: 18453743

I am rejecting this response because:

Here is the thing, Microsoft did reach out, they closed my case without resolving the issue.

All I want is a Xbox One/Series S/X replacement controller, it doesn't matter what color it is.

What about store credit you ask?
I would have to say no.
I have 2 issues,:
1. I would have to pay extra money for a extra forna replacement controller.
2. In the last 10 years, I spent less than $6.00 through on my Xbox/Microsoft account.

Sincerely,

***********************
Business Response
Date: 12/08/2022
Dear ***********************,
Thank you for your response. After reviewing your complaint and recent service request #********** we see that our Repair Escalation advocate ******* has been working with you on this case. After reviewing your support case, we were able to confirm our representative issued a credit for $65 due to the repair orders getting cancelled. We understand this is not the resolution you had hoped for, but we appreciate your understanding, and we stand by the resolution our agent provided.
We will be closing this complaint as there is no further action for us to take on this case.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/14/2022

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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