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

5,166 total complaints in the last 3 years.
2,075 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:11/01/2022
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 November 1st, 2022, I received an email from "Microsoft" order #***** account #MS-8976-276290. I did not open the email to see the amount. I want this information sent to Microsoft so that they know that unfortunately someone is missrepresenting the company. Thank you for your assistance with this matter.Stay safe and well.I remain respectful,*************************
Business Response
Date: 11/10/2022
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Scam report. 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 7009697476.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/01/2022
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.
Firstly let me say i struggle with both physical and mantal health including, Borderline Personality disorder, Agrrohpbia, Stress, Axierty, Suicial tendences, all coming from been abused as a child, So anything that comes from trolls using set things on purpose to cause distress can cause me to freak out and act in a way that i normally wouldnt. Due to less than active companies doing anything to stop trolls its become harder and harder to use my console which is my lifeline and stops me from self harming by been able to talk to my friends and family while gaming. So i was quite shocked to find that i was banned for 4 days for using a photo of my dog and gamer tag as profile picture which was designed by a late friend who no longer with us and used on all major platforms, fb twitch etc and never been baned or removed, yet it now goes against microsofts terms>? they didnt say why i got ban but demanded i appeal not knowing why or how to defend myself?now i have a instant 4 day ban again for using the word nonce meaning a spefic moment in time to express a time to do camo grinds other than causing team mates to loose.yet a quick serach sees endless amout xbox gamer tags with the exact same word in and its ok?, yet they use it in a different way which i recently just found out which isnt ok and should be removed? so im confused to how me using it correctly is bad but them using it in bad way is ok ?i also supply for evidence photos off names describing male ******** which these people confirmed was the reason but no ban. profile photos using pedophiles to cause distress and they even said they done it on purpose to cause distress and done so as microsoft has refused to act on them. no ban. most recent i got told to go kill myself and again no ban. so for trolls its ok but for innocent people been triggered by trolls its not ok. this is ******** abuse and microsoft is failying to act on people that should be punnished as shown in evidence provided
Business Response
Date: 11/07/2022
Dear *****************************
Good Morning !

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 # **********.

Sincerely,
Thank you.

Microsoft Corporation
Customer Answer
Date: 11/12/2022

Complaint: 18342264

I am rejecting this response because:Microsoft have nither resolved the problem ir answered my questions! My bans have not been resolved and the content that is pedophilia is still up and not been removed until this changed then it will not be resolved. And I wish to know how to take this further if Microsoft refuse to resolve this issue

Sincerely,

*****************************
Business Response
Date: 11/22/2022
Dear **** AZ

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. It has been a tremendous joy and privilege to be providing you with follow up , until get his 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.Your new case number is # **********.
I do apologize that I am unable to assist further with this matter because it must be handled by the Enforcement team.

Sincerely,

Microsoft Corporation

I do apologize that I am unable to assist further with this matter because it must be handled by the Enforcement team.
Customer Answer
Date: 01/05/2023

I struggle with both physical and mental health issues. Which do not allow me to do things as quickly as others which means I failed to get the email in time.

Microsoft has still not resolved the issues that I raised nither have they explained why my account was frozen for using a photo of my dog. When they openly allow people to use photos off prolific pedophiles!

It's been weeks if not months and enforcement team have still not resolve the issue either.

Microsoft is skating by doing the bare minimum and until companies like you actually act against them and hold them accountable nothing will change.

If you no longer will to do anything then I need to know how to take this further as not only do I wish to raise a formal comment against Microsoft. I wish raise a formal comment on how you have acted in a whole which has caused this to be closed against my wishes die to medical reasons
Business Response
Date: 01/16/2023
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.

***************************** We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.
Service request # 18612886 has been created for this case.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/26/2023
this is exactly the same response they gave me last time and then said we can not help! My appeal has still not been resolved! And while my photo was removed which was of my dog. And I was banned from communicating with my friends and family which i desperate need for my mental health! Yet i have repeatedly replrted acounts for s3xually graphic names. Photos of drugs and terrorists groups as well as hated towards lgbq communities and months later still no action. I even had a message telling me my mother needs to die of cancer and told me to go kill myself and microsoft still dont act.

Complaint: 18342264

I am rejecting this response because:

Sincerely,

*****************************
Business Response
Date: 02/06/2023
Dear *************************;

We sincerely empathize with you. However, as no further resolution can be offered, We will move forward with closing this case.We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/13/2023

Complaint: 18342264

I am rejecting this response because: my issue has not been resolved! It's been months since my appeal and my issue is still unresolved. This is less than acceptable and Microsoft are doing nothing to help it's customers. The BBB and any other company who monitors the likes Microsoft and xbox etc are failing it's customers bot only by refusing to hold these companies accountable. You are failing to hand over relevant information to take actions further.

my account was frozen due to use a photo of my dog as a lrofile photo. No reason to why this happenex other than i was guilty. I was forced to plead my innocence with out know what i had apparently done wrong.

yet i have repeatedly reported accounts for using photos of terrorism, pedophilia, Homophobic hate and none have been removed or punished.

to highlight how bad this is i reported a account every day for 3 month i repeatedly reported this to Microsoft by repeated phone calls. Emails to ceos etc etc no one action was taken. Every one blamed each other and nothing happened.

Microsoft is repeatedly allowing people to expose young children to such hateful content and companies like the BBB is supposed to protect people yet you openly allowing companies to so as they wish. And refuse to pass on requested information to take matters further.

Sincerely,

*****************************
Initial Complaint
Date:11/01/2022
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.
i paid money to play poker and got cheated they stack the deck to steal your chips i want my money back
Business Response
Date: 11/07/2022
Hi ***************************,
Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit https://support.microsoft.com/en-us or 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.
Initial Complaint
Date:10/31/2022
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.
On August 10, 2021 I purchased an Xbox Series ** This item came with a one year manufacturer warranty. In May 2022 (if I remember correctly) the controller failed, and I asked for a replacement. What I received was worse than the item that had failed. This replacement controller was obviously returned, and instead of being refurbished, it appears the covers were replaced at best. After many phone calls, and several months later, I still have not received a satisfactory response.Fast forward to September 29, 2022 there was a $5.28 charge to my card. After hours of being on the phone, trying to get a resolution, I was told to reply to the email, put "dispute" in the first line, and explain the situation. I was also informed it might take 72 hours to get a response. I did as asked, and the charge was never taken care of. This lead to me having to dispute it with my card company, which now has my card locked and unusable to me until a resolution is reached. I have replied to this email, trying to dispute this transaction no less than 6 times at this point.At this point, I would like for a refund of ****** That's ****** for the Xbox Series S (including taxes and other fees) and ***** for the transaction I have been disputing, and an addition ***** for all the times I've had to reply to this transaction without a response.
Business Response
Date: 11/07/2022
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 7009613264.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/31/2022
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.
I preordered the Logitech Cloud G handheld on 10/15/2022 for Order number **********. It was supposed to released on 10/17 with 2-3 day shipping according to my order. It did not ship for over a week and was not delivered until 10/25. That day after work, I see the delivery box *** left on my porch. Box looks perfect, no damage. I'm excited. I open up the box to find some packaging material (bubble mailer air things) and an invoice/receipt. There is absolutely no item in the box. No worries because human error happens. I chat with someone from microsoft support who was no help and directed me to a phone support for store orders. They weren't much help either but put in a ticket ********** after I sent them pictures of the shipping label and an empty box as requested and escalated it for a refund. I was told to wait 2-3 days for a ***************** I get an email stating no refund will happen and it was because I signed for the item and shouldn't have opened the box if it was tampered with. 1) I did not sign for a box as I was not home at the delivery time and 2) the box looked perfect with no external damage and the tape was intact. It appears someone at the warehouse just forgot to put my item in the box. I have wasted a few hours of my time dealing with this and am out the $300 AND have no item to show for it. I am a loyal microsoft customer as my order history will show. I have 3 xbox series s and 1 xbox series x at my house with over 20 controllers. This incident alone is enough to make me want to switch to another gaming ecosystem as it was handled beyond poorly by Microsoft.
Business Response
Date: 11/04/2022
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.Your new case number is # Service request 7009528618 has been created.

Sincerely,
Initial Complaint
Date:10/31/2022
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.
On 10/28/2022 I attempted to purchase a train simulator game. After trying to get the game to work all it does it constantly shuts down. Doesnt work. Wont loan. And is nothing but problem after problem. I would have tried to get this working out with Microsoft directly but their lack of online support options just makes it more of a headache. I honestly just want the game removed and refunded. If the product doesnt work you have a right to a refund.
Business Response
Date: 11/04/2022
Dear ***************************;
Goood Morning !

I hope you are fine today

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. Your new case number is #
Service request 7009519484 has been created

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/05/2022

Complaint: 18335784

I am rejecting this response because:

There is no resolution here or anything being done. If the problem results on being resolved we can revisit.
Sincerely,

***************************
Business Response
Date: 11/18/2022
Morning ***************************;

Sincere apologies for the inconvenience. I understand how challenging this can be.

Please understand that I will need to cover all troubleshooting steps within the scope of this issue before escalating to MS.

If the listed managers are unable to approve the request within an hour of submission, they can reach out to me as well as provide a screenshot of the error encountered (if any). This is to enable me escalate appropriately.

Thank you for your kind understanding.
Customer Answer
Date: 12/01/2022

Complaint: 18335784

I am rejecting this response because:
The game has never been playable since download. Microsoft states that a refund will be given if there is no game time. Since there is and has never been any game time since the game has not worked since download. This falls under the refund guidelines. This is a defective product that is not used nor even on my system any longer.

Sincerely,

***************************
Business Response
Date: 12/13/2022
Dear ***************************,
After reviewing your complaint and recent service request SR ********** we were able to confirm our agent ******* from Microsoft Customer Support informed you we cannot provide a refund due to our policies. We understand this is not the resolution you had hoped for, but we stand by the resolution provided by advocate ***************
No refunds will be provided as outlined by our services agreement. This complaint is now closed as no further action can be taken. We will not reply to this complaint anymore.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/13/2022

Complaint: 18335784

I am rejecting this response because:
Microsoft states in there policies that refunds will be provided if no game time was done since the game never has worked since download no game time was done. The game has been removed from my system to avoid any more system issues. This was a faulty game given from the start.

Sincerely,

***************************
Initial Complaint
Date:10/30/2022
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.
Second time filing a complaint about this merchant. Again , they do not respond to complaints because everything goes through an online support service . This online support is not connected to a live person. The problem is my card was charged and I have no access to my account. This is in reference to complaint number ********. I was contacted by the company and got issued a ticket number that was later closed a few days for no apparent reason.
Business Response
Date: 11/08/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing 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 7009638399.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/08/2022

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. After more than a month, I finally got credited the amount of approx ******. My bank prevented me from access to the funds but this merchant or the bank credited the account. BBB we can mark this case as closed. Thank you so very much!

Sincerely,

*****************************
Initial Complaint
Date:10/30/2022
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 received an Xbox from my brother October 22nd 2022 and had set up a new account the same day. I had played minecraft that day for about 5 hours with my two of my friends. The next day October 23rd I had done the same for about 2 hours. I attempted to do the same the evening of October 25th only to discover a message stating my account had been locked and to resolve the issue I had to go to Microsofts website and file a dispute. I immediately filed the dispute to correct the issue and Microsoft had sent a confirmation they received my dispute and would begin reviewing it. As of today October 30th 6:00pm eastern standard time I have yet to receive any communication regarding my dispute. I am seeking out help through your business to expedite this process and to warn potential new customers of the same experience I have wrongfully received. In addition I have only three friends on Xbox my brother and two of my in life friends and have never sent a message through Xbox and do not have a mic meaning I have never said a word Xbox could used as a violation of its terms.
Business Response
Date: 11/04/2022
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 7009525687.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/04/2022

Complaint: 18335117

I am rejecting this response because: I have waited nearly two weeks for a resolution and still have not been provided one. Once I receive compensation or at the bare minimum access to my account and a representative from Microsoft to talk to me directly I will be satisfied.

Sincerely,

*****************************
Business Response
Date: 11/10/2022
Dear *****************************,
Thank you for your response. After reviewing your complaint and recent service request #********** we see that ****** from Microsoft Customer Support & Services contacted you to regarding your case and asked you to let him know the best time to reach you to discuss your issue,also provided instructions on how to regain access to your account. Please get back to him, so he can move forward with this case.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/18/2022

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:10/30/2022
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.
Hello. I purchased a game from Xbox, for $99.99. The game Call of Duty Modern Warfare 2 does not work, I have tried a multitude of troubleshooting steps to no avail. Some of the issues I've had has been freezing and crashing, the game will not load me into another game without crashing to the main screen. I have attempted a refund at the website and was denied because of a refund limit? Which I'm not sure what that's about. So I tried calling xbox support and did there troubleshooting which did not work as well. So I asked them to refund me, which they replied saying I had to go to there website which I already did. They said there wasn't anything they could do and that I would just have to deal with it.
Business Response
Date: 11/07/2022
Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request We are unable to verify or locate your Microsoft account or service request.
We would like to assist in investigating your claim, however without a valid service request number or account 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

Customer Answer
Date: 11/07/2022

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:10/30/2022
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.
Xbox has been repeatedly for the last week suspending my account for nothing Ive been trying to appeal it but I get no response for over a week from any of the teams I try to go on support and they cant do anything either so Im just gonna file a complaint so I can get answers from my suspension Thank you
Business Response
Date: 11/04/2022
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. Your new case number is # Service request # ********** has been created.

Thanks you so much

Sincerely,

Microsoft Corporation

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