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

5,183 total complaints in the last 3 years.
2,074 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:11/20/2022
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 am being charged for a Skype account that I cannot identify. It may be tied to an old email address that I can no longer access. Either way, I need to close the account but Skype's automated account recovery process doesn't work for me - it asks me to enter a phone number or email address associated with the account but nothing I enter is taking me to the account. There does not appear to be any way to get in touch with a human at Skype to resolve this issue. Clicking "contact us" on their website takes you to an automated issue decision tree that just redirects you to help articles and the "skype community" forum. The card associated with this account is an Amex business credit card. Amex is telling me that if I cancel the card, any ongoing subscriptions will continue to be billed to me, so that won't resolve my issue either. Am I stuck with this subscription forever??
Business Response
Date: 11/25/2022
Dear ***************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Furthermore, we have reached out to our specialized team for this issue, on your behalf and have requested they contact you to assist with your complaint.

Service request 7010166208 has been created for this case

Meanwhile, We will continue monitoring your complaint through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/20/2022
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.
Updated my motherboards bios and restarted. A message pops up saying I need to activate windows, I call and waste an hour talking to someone who has no clue what their doing. They accuse me several times of not purchasing a genuine copy of windows even after showing proof of purchase several different ways. Bottom line is this I paid for my copy of windows on this machine, I have proven to you that I paid for it, activate my copy of windows or send me a new copy and stop jerking me around no wonder you guys have so many complaints on here treating your customers like chumps... This is an $8000 gaming PC and y'all treating me like some boomer that doesn't know what they're talking about.
Business Response
Date: 11/25/2022
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 7010174204.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/26/2022

Complaint: 18442062

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 12/05/2022
Sorry I thought this was a different complaint you can mark Microsoft cooperation as resolved.
Initial Complaint
Date:11/19/2022
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.
11/19/2022 $0.00 Call of Duty Modern Warfare II Download started and stated I would receive: 1. Base game 2. Campaign 3. Co-op 4. Multiplayer 5. Warzone2 All I'm able to play is warzone 2 though. I have pictures showing my downloads while they were downloading.I contacted them with my complaint and issue and they told me to purchase the game again. I shouldn't have to purchase something I've already downloaded and my son waited hours to play just to be a very heart broken 12 year old.Account information: (Microsoft/Xbox)StrongMomma#**** ************************ P.s I'd just like my son to be able to play the game Microsoft led him to believe he was getting.
Business Response
Date: 11/28/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Call of duty MW2/ Warzone 2.0 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 7010283135.

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,

*********************
Initial Complaint
Date:11/19/2022
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.
******************** is a mentally disabled adult .He has problems in handling and solving problems. He purchased a 300. Dollar elite controller from Microsoft. At the time I was not made aware of the shabby construction of this item as you will see from the pictures I will include this item has manufactured defects that no person could have done. Yes the warranty expired however ****** didn't know what to do with a warranty. I have to help him and I was not able to do so at the time.We pray you might be able to help if not thank you for trying or reviewing.
Business Response
Date: 11/24/2022
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 7010131126.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/26/2022

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,

********************
Initial Complaint
Date:11/19/2022
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.
On June 17, 2022 I purchased the Microsoft Surface Laptop Studio. Order #**********. I paid $2137.89. In August or so I started having issues with the battery not charging. The laptop will be plugged in, the light on the charger showing that it's working, and the icon in the bottom right showing that it's plugged in. Only instead of the % going up, it goes down. Once it hits 20% it starts to deplete at an alarming rate. There is absolutely nothing that can be done to fix it. Restarting it at that time will not help, the issue persists after. A hard shut down and start doesn't work either. All you can do is wait for the battery to deplete, and the laptop will shut down (in the middle of an important zoom meeting usually!). I then have to hold down the power button several times until it boots up again. This happens a couple times a day. I'm running an ecommerce business and it's very important that my laptop WORKS normally! I have reached out to Microsoft support, they offered a refurbished device. The issue: in several Microsoft threads on their support website, there are hundreds of us with the same issue! We are all suffering every day with this issue, many of them have already received one (some even two!) refurbished devices, and they have the problem still, some worse than ever. So, a refurbished device will not fix the problem! (Plus, why should we have to have a refurbished unit after purchasing brand new just a few months ago? That's not cool, and we should be offered a discount to match what a refurbished device would have cost us vs buying new.) Anyway, it's been over a month since trying to find a solution in the Microsoft answers website, support has popped in once in a while but the last time was weeks ago and they are literally doing nothing to fix this issue. All of us in the threads feel ripped off as we cannot use our laptops as we should be able to. This is incredibly frustrating and I feel conned out of my hard earned money.
Business Response
Date: 12/06/2022
Dear ***********************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue . Nevertheless , allow us to apologize for this matter ,furthermore, I have reached out to our specialized collaborators , team for this issue, on your behalf and we have requested they contact you to assist with your complaint as soon as possible.

Service request 7010549359 has been created for this case.

Meanwhile,We will continue monitoring your complaint until get a satisfactory resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/19/2022
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.
My complaint involves a charge to my ******* bill (I never authorized ******* to use my account as a credit card) and $99.99 charge from Microsoft on my ******* bill dated 07-14-22 for a product that we never realized we had purchased and did not want ! ******* Bill entry: "*******-Third Party Media app Microsoft APPLICATN subs: Microsoft 365 Family (Jul 14) (Jul 14) ". The event occurred on a laptop computer that my 87 year old uncle was using & he wanted to type a letter. ( Was looking for a word document app) & accidentally somehow clicked on this "Trial". We realized this and tried to cancel it through Microsoft many ways both by phone ( finding none of the Microsoft phone numbers actually go to any actual location). I also tried to cancel by Microsoft on-line with many frustrating hours that never let us cancel. A ******* assistant even tried to walk us through it on the Microsoft site with no avail.I then worked with ******* a couple of months and requested that they remove this unauthorized charge. They supposedly removed this charge several times only for it to reappear. I have talked to several other people who are also having much difficulty with Microsoft customer service. I would like the television program "60 Minutes" to run a segment on Microsoft and the very bad business practices they have which take advantage of people.I want the $99.99 removed from my ******* bill and never charged again and I will avoid Microsoft and their products as if they were a plague & tell everyone I know to stay away from Microsoft !
Business Response
Date: 11/24/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7010139276.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/18/2022
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.
They banned my Xbox account with No reason and also many other people and they still leave cases on Seen. I literally did nothing and my Xbox account gets Suspended. I pay monthly for this service for them to shut my account down and put me to Suspended is just wrong. And they Don't Answer to Suspended account phone calls which is Bad For Business please Get this fixed ASAP!
Business Response
Date: 11/23/2022
Hi *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned account incident. We have reached out to the Enforcement team and have asked them to review your account. We expect a reply from them by November 25. Thank you for your patience while we review your complaint.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/18/2022
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.
11/12/22. Microsoft Subscription charged me $24.99. I no longer use or want the subscription. I called the number for MS on **************** bill and recording says they do not handle bill disputes. I logged into my account to try to cancel subscription and it says it cannot cancel ** I have already paid. The subscription goes until 2/2023. I do not use or want this service. I want my $24.99 back, as I will not pay for something I do not want anymore. I have already canceled the recurring billing.
Business Response
Date: 11/23/2022
Dear *******************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Furthermore, we have reached out to our specialized team for this issue, on your behalf and have requested they contact you to assist with your complaint.
Service request 7010094773 has been created for this case.

Meanwhile, We will continue monitoring your complaint through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/18/2022
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 purchased madden 19 approximately two years ago as a digital download from the Microsoft store through my Xbox one console. I have had numerous issues with it not working consistently but lately it has completely stopped. It will not advance pass the initial loading screen with a highlights and music playing in the background. I have gone through all of the troubleshooting steps provided by Microsoft and yet none of them have fixed the issue. This is a digital game so there is no way for me to cause any physical damage to yet it is no longer working.
Business Response
Date: 11/24/2022
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 7010130582.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/24/2022

Complaint: 18436549

I am rejecting this response because:

I got an email just now that looked like a complete fraud from Microsoft. I thought someone was trying to access my account. I just want my money back or a replacement game, but the replacement better have everything that was saved on the digital copy I've had. I'm sick and tired of your incompetence!

Sincerely,

*****************************
Business Response
Date: 12/05/2022
Dear *****************************,
After reviewing your support case #**********, we confirmed our agent ****** informed you we cant process a refund for purchases that were placed more than ************************ our Microsoft Services Agreement. We appreciate your understanding. We 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. Microsoft will not be responding any further through the BBB. Youre of course always welcome to contact us again at https://support.microsoft.com/en-us for any future assistance.
No refunds will be provided as outlined by our services agreement.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/12/2022

Complaint: 18436549

I am rejecting this response because: it was a digital purchase the product should not just stop working. That is inexcusable and clearly an example of fraud being committed by Microsoft! They should be prosecuted to the fullest extent of the law! There is absolutely no reason they cannot replace the digital game or refund the money! 90 days is a complete joke! Digital products are supposed to be available as long as the platform they work on is still active, which in this case it is 100% still active yet the products purchased for it have mysteriously stopped working! I am being robbed by microsoft!

Sincerely,

*****************************
Initial Complaint
Date:11/18/2022
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.
Brief backstory: Microsoft has rewards where we can redeem points to win products. The page also has quest punch cards. The house of dragon was one punch card, the promo stated that if you purchase the first season you will earn ****** points. Purchase had to be made between 10/24/22 through 11/07/22. Date of transaction: 10/25/2022 (email confirmation proof)Amount Paid: $37.31 (purchase of season one)Microsoft didn't provide me with the points that was promised after purchase I want Microsoft to provide me the points that were promised or at least refund me my money back.I have reached out to them and i kept getting the run around after providing them the screenshots an email confirmation of the purchase and the completion of the quest punch card. ******** stated the purchase was not made during the promotion dates so it couldn't be considered for the points. I sent them all the proof that i had purchased it during the promo dates. Promo dates were stated multiple times throughout my emails with Microsoft, and me proving i made the purchase during the promo dates. But they still stating the same thing over and over.Microsoft Case ID: Service Request ********** & SRX**********ID Microsoft order #**********
Business Response
Date: 11/28/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft rewards 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 7010277491.

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 standard to me. I do wish to note that if ************* does not resolve my complaint/issue, I will resubmit a complain.

Sincerely,

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

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