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:11/16/2022
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.
Microsoft Corp. charged my PayPal account $69.99 on Oct 26, 2022. On the same date I cancelled the charge with a "cancel" provision in the PayPal statement. On the same date I rec'd an email message from Microsoft to say that Microsoft had renewed the charge, After spending at least 2 hours on that date (10-26-22) trying unsucessfullly to reach Microsoft, I then wrote a letter to them, specifying the order nuumber of the cancelled item. Having rec'd no resposnse, I then (Nov. 16, 2022) spent another3 1/2 hours trying to reach Microsoft to reconcile the issue. That effort was also unsuccessful. Although Microsoft seems to have no difficulty in charging my acct, they might wish to have the order number : 9fa2bd89-672e-464f-b88d-e415311306f3. Also the old email was *********************** the new is *****************
Business Response
Date: 11/25/2022
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 7010172373.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/01/2022

Complaint: 18412609

I am rejecting this response because: Microsoft promised to investgate this matter and rerspond to me prpmptly, but I've heard nothing more. RD

Sincerely,

***********************
Customer Answer
Date: 12/07/2022

Resolved. tnx. RD
Initial Complaint
Date:11/16/2022
Type:Customer Service 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 seeking a call from a live person to assist in a problem with Microsoft office. It has impacted my business for the past month and there is no way to contact Microsoft. My office program is linked to an email that is currently hung up by a migration issue from Microsoft. I cant log into any of my accounts and cant get help without entering my accounts, yet Microsoft is billing me monthly. I need a call from a live representative immediately, not these useless self-help and automated measures, its impractical if you cant access them. If Im paying for a product I expect help in the form of a live person at any given time.Not getting the run around for over month and cant get help.
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 7010135807.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satis
Sincerely,

*********************************
Initial Complaint
Date:11/16/2022
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 sent my Elite 2 controller in for repair under warranty. - (October 3rd) **** months later - (November 15th) - I received my same device as per the serial #, still faulty as if they just repackaged it and sent it back a month later. I called last night, explained to a rep who said he would get a repair order started again...I woke this morning to find that no replacement repair order was made.Called again this and spoke to a rep named ***** who didn't care to pull up my account and said it would take ***** hours to receive a tracking label or I could find a store location which didn't seem like correct info. Uncertain, I reached out again and was apologized to, again, and told the replacement order was not made but he would move forward and once I receive the shipping label to repeat the process.Help me understand why this is such a difficult process?
Business Response
Date: 11/21/2022
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 7010033771.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/26/2022

Complaint: 18411936

I am rejecting this response because:

No memeber of your service team has reached out and the window to respnd will close before the item is received back.

Sincerely,

*******************
Business Response
Date: 12/05/2022
Dear *******************,
Thank you for your response. After reviewing your complaint and recent service request # ********** we see that ******* from Repair Escalation Advocate has been trying to get in contact with you via email. Please respond to our representative so she can work towards providing you with a resolution.
We will monitor your case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/09/2022

Complaint: 18411936

I am rejecting this response because:

No attempt to contact me was made contrary to Microsoft stating I was reached out to. I have attached a screen shot of the email recieved 4 days ago stating my case was closed.

Please provide something tangible showing the attempts made to reach me as I recieved noting in regards to this via email or telephone.

Sincerely,

*******************
Business Response
Date: 12/19/2022
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 7010961890.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/15/2022
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.
I purchased the cross generation edition of Call of Duty Modern Warefare II from the Xbox store. I have to purchase confirmation showing I purchased this edition. They are running a promotion to upgrade to the Vault edition if you purchased the cross gen edition. The store tells me I do not have the rights to the game I purchased. I contacted Microsoft support and was on the phone with a representative for 45 minutes. She told me it was an issue on their end and that I could request a refund and then purchase the vault edition. My refund request was then denied and they are telling me now that I need to buy the other version at full price. Attached are a picture of the claim and a copy of my order confirmation saying I own the cross gen edition
Business Response
Date: 11/21/2022
Dear ********************* !

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft issue Xbox. Nevertheless, 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 11188710 has been created for this case.

Meanwhile,We will continue monitoring your complaint through resolution.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 11/21/2022

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:11/15/2022
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 unenrolled from auto renew previously. When I redeemed a membership card, it re enrolled me in auto renew. Was charged full price for another month when I did not want it to. Tried to cancel my membership and get a refund but was told I was not able to. I try to keep my membership active with promotions and bulk memberships to save money and do not want to renew month by month for full price. This is a deceptive strategy to force customers into renewing month by month for a higher price when they have previously selected to not auto renew.
Business Response
Date: 11/22/2022

Hello *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account billing issues. After further review of the account *********************** we found the MS ****** 365 subscription, however this is now active. As to the Xbox subscription this shows as follows: Auto renew is off which means you will not be charged for the next billing cycle.
In case if that happens again, do not hesitate to visit Xbox Support for further assistance.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/22/2022

Complaint: 18410427

I am rejecting this response because: I had previously unenrolled from auto-renew. Why would you re-enroll me and charge me? I requested a refund for this membership and it was not given.

Sincerely,

*****************************
Business Response
Date: 12/06/2022

Hi *****************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription incident.

Would you be so kind to let us know which subscription you wish to turn off, is it Xbox or Microsoft Office?

We will wait for your response.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/12/2022

Complaint: 18410427

I am rejecting this response because: I am not requesting my subscription to end. Im requesting a refund for the autorenewal I did not want.

Sincerely,

*****************************
Customer Answer
Date: 12/16/2022
This is for the 1 month ultimate xbox subscription
Business Response
Date: 01/09/2023

Hi *******,
Thank you for your response.
We proceeded to review your account *********************** and did not find any active subscription. Last time the Xbox subscription appeared active was in November,2022 since then is off and no charges were found either on the account in question.

If you need further assistance, feel free to visit Microsoft.com for support.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 01/09/2023

Complaint: 18410427

I am rejecting this response because: the subscription was renewed for november even though i turned off auto renew

Sincerely,

*****************************
Business Response
Date: 01/19/2023
Hi *******,
Thank you for your response.
As indicated,

We proceeded to review your account *********************** and did not find any active subscription. Last time the Xbox subscription appeared active was in November,2022 since then is off and no charges were found either on the account in question.

If you need further assistance, feel free to visit Microsoft for support.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/15/2022
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.
Hi, my family started a Microsoft Office 365 Trail from my account ************************ and forgot to cancel it, so Microsoft billed my credit card on June 4th an amount of $108.24. I noticed this changed in the credit card statement and called Microsoft on August 8th to cancel Subscription. They promised return that money after cancelling it. But after few month only I noticed that they didn't return my money yet. I called them again Nov 4th and they said they will enquire and return a call. Case# **********. But still they didn't return a call and hard to get the support team. Please help me.
Business Response
Date: 11/21/2022
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 7010031433 has been created for this case.

Meanwhile, We will continue monitoring your complaint through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/01/2022
I didnt get any call or response from MICROSOFT Team or MS ****** *********************************************** any contact. Not sure why they are so rude. They initially promised me and ignore the same way. Please help us here.
Complaint #********

Thanks,

*************************
Business Response
Date: 12/09/2022
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 7010650950.Please take into account it can take some days for you to get contacted by one of our representatives.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/20/2023
Issue resolved and refunded by Microsoft.

Thanks,

****
Initial Complaint
Date:11/15/2022
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.
XBOXlive subscription in partnership with microsoft is not allowing me a person without an account to speak to someone without logging in . I literally dont have a account and have been getting charged ***** for 7 months . I would like it to be refunded to me as well as the charges to stop. Every piece of identifiable information they ask for is for members or people who signed up for an account. They are charging my card they should be able to pull up a account with the credentials. I never created an account and dont know who made one in my name. I literally cant speak to a person here. Please stop charging me I dont use this service , never used this service and you all make it so difficult for people who are being charged erroneously to stop this from happening.
Business Response
Date: 11/25/2022
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 7010171907.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/25/2022

Complaint: 18409539

I am rejecting this response because: thats not a sufficient response

Sincerely,

*******************************
Business Response
Date: 12/07/2022
DearTyiesha ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case ********** we see that our agent was able to provide you a refund for ****** USD, refunds normally take from 3 to 30 days to complete. Thank you for supporting Microsoft.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/13/2022

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:11/15/2022
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 a Services Agreement that it repeatedly refuses to enforce, and in fact only selectively enforces on its **Box platform. This involves Rockstar Games (622 **********************************************, 212-334-6633) online games GTA 5 Online and Red Dead Redemption 2. The Microsoft user agreement on **Box under #3 a-vi, "Dont circumvent any restrictions on access to or availability of the Services." Rockstar is aware of many players who routinely violate this agreement by using accounts that have changed the coding to circumvent the gameplay. This RUINS the gameplay for those of us who follow this rule. These players are also violating #3 a-v, "Dont engage in activity that is fraudulent, false or misleading (manipulating the Services to increase play count)" since they have manipulated accounts that increase their abilities beyond the ability of a non-manipulated account. Rockstar not only ignores this but encourages this activity by not taking steps to prevent it. I have called out numerous players for illegal accounts and have had my account banned for a time as a result. This selective enforcement of the rules MUST END. I pay money to play on the **Box platform and it is unacceptable to for Microsoft to permit this. I am hoping the Better Business Bureau can convince Microsoft to take steps to ensure the integrity of the gameplay. Thank you.Note- Attached is a picture of the player who repeatedly killed me last night, a player I could not see anywhere.
Business Response
Date: 11/21/2022
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 7010033358.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/15/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Xbox store is not honoring advertised sales prices. I've noticed on their store many times that they will advertise a discounted price, they won't give any stipulation to getting that reduced price, but when you attempt a purchase it switches to full prices during the checkout process. Today is Tuesday November 15. I was on my Xbox Series S, and I was searching the Xbox store app. I found a discounted item that I wanted to purchase. It was "sniper Elite 5" a digital copy of a video game . They had the item reduced by 20% they showed the original price which was ***** and it was crossed out with a large yellow emboldened sales prices next to it for *****. I clicked on that price in order to purchase it. Keep in mind they've given no stipulations to get this sales price. To anyone looking at the store they would assume they would get 20% off. But when I got to the final purchase process, the price had risen to ***** plus tax. After a lengthy customer service call they informed me that to get the price they advertise openly to all I would have to subscribe to their most premium monthly subscription. This is clearly bait and switch, on the price, but also notice their only remedy was for me to buy their most premium/costly monthly subscription payment plan. As a consumer it seems pretty clear this is designed to get consumers to click low prices and pay more, or be forced to pay monthly to get the prices that they advertise to everyone. They should be forced to honor the advertised discounts, OR stipulate that discounts only apply to their most premium services subscribers. Although if I had my druther they would be forced to stand by their pricing. As it is such a dishonest practice.Thank you for your time and consideration in this matter.
Business Response
Date: 11/21/2022
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 7010033457 has been created for this case.

Meanwhile, We will continue monitoring your complaint through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/14/2022
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.
Worked for company that had me use my personal c/c for Microsoft 365 in 2020. Had reoccurring attached, which I didn't realize. I no longer work for the company as of Feb 2022 due to Covid residuals.I had a charge on my cancelled c/c numb of $74.63 from Microsoft on Oct 6,2022. Called 800-XXX-7676 Microsoft on 10/26/2022 @12:10 s/w ****** he transferred me to billing to advocate Sulit. He asked how he could help then hung up. I believe in error. Kept calling trying to speak with a rep. ** 1:42 spoke with ****** after going thru various questions including my email addresses. Told her I only had two I used, one was the companies and the other my personal email. I gave her both and informed her I wasn't sure which one I used since it's been a while. After looking for it she said she couldn't find the email and stated she can give me a refund but can't stop the reoccurring since she can't get into the account.She said she would give me a refund which would take 3-5 business days and said if I had any issues here's the case #********** I can refer to.Called back on 11/7 @ 4:50, after being told by c/c company they never received a refund, and I spoke with ****. He transferred me to ***(microsoft support) the phone disconnected, called back many times, message said go on line to resolve. I kept calling and s/w ******* who transferred me to ***** at 5:14pm he gave me #**********, he transferred me to ******, then to ******(windows tech) then to Mar where phone hung up. It's now 7:47pm. Called s/w **** she shadowed me using the email I gave to *******We stopped reoccurring and sent message for refund. done at 8:24pm. Called back 11/14@12:20pm s/w ******* transferred me to billing. S/w ******* after putting me on hold she checked and said they can't give me a refund because I am requesting after 30 days.I told her not true they have case# on 10/26 when I called regarding this. Had I not been told by ****** that I would get a refund I would have inquired what I needed to do.
Business Response
Date: 11/21/2022
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 7010032342.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/25/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that its not satisfactory as I have not heard from anyone at Microsoft. If they work with me then of course it would be satisfactory but I havent even been contacted. I cancelled within 30 days and just want my refund as I had done according to their policy.

Sincerely,

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

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