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Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Bought an Elite controller. It broke. The warranty ended one month prior to it breaking, so Microsoft lets you buy a replacement for $80. I did. It arrived with more issues than the one I was replacing. The warranty of the one that arrived ended 7 months before they shipped it to me. The website doesn't allow me to submit any information on it and just requires me to buy another since it's out of warranty.I also am trying to request a refund on a game I pre-ordered. The website doesn't allow me to request a refund and sends me to the pre-order to cancel. At that page, it doesn't let me cancel the pre-order.For both issues, I've requested three calls from their support. The first call never occurred. The second call put me on hold for 7 minutes until an agent picked up then hung up. They didn't call back. The third call connected me with an agent who I described the issues to, then they put me on hold for 51 minutes without ever coming back. I hung up and went to request a fourth call. It says I reached the daily limit.I've spent over three hours on hold or waiting for calls from these guys to fix two simple issues, and they make it nearly impossible to seek any sort of resolution. I want some actual service and a method to correct errors in their flawed system without spending exorbitant amounts of my personal time going through an exercise in futility. Their website is an endless loop of chaos and requires you to sign in ten times to get nothing accomplished, and they hide their staff behind ridiculous virtual agents and Xbox "experts" who are literally gamers who answer questions for them.They are so big that they don't have to care about complaints. If they lose a customer, they'll eventually gain another.I want my money back, and I either want a new controller or my money back for that too. I also want a freaking call from either one of your representatives that hung up/left me on hold while they went to lunch or w/e.

      Business Response

      Date: 10/28/2022

      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 7009298073.


      We will monitor your support case through resolution.


      Sincerely,


      Microsoft Corporation

    • Initial Complaint

      Date:10/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 cancelled my Microsoft 365 subscription in April of 2022 and have been continuously billed each month since. I have written multiple complaints to Microsoft with absolutely no response. They no longer have a call in center or live chat options. Their support page doesnt offer a solution for my issue and I am unable to get in contact with someone to help remedy and refund me. It is extremely frustrating to deal with a billion dollar company that doesnt have infrastructure to help their customers. It is disrespectful and demeaning to spend hours and dollars trying to remedy a problem while they continue to take my money. This is stealing. I am disgusted in how they handle business. They have no value for customers. I request a full refund of the charges to my card since my initial email to cancel my subscription (which has been 6 months ago at least) and I demand they rework how they choose to show up for the people who use their services along with an apology acknowledging what they did wrong and how they will do better moving forward.

      Business Response

      Date: 10/28/2022

      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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009309397.

      We will monitor your support case through resolution.


      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:10/23/2022

      Type:Billing Issues
      Status:
      Answered
      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 cancel this subscription I would line my funds refunded cancel on 10-21/22 but was stilled charge ******

      Business Response

      Date: 10/28/2022

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your BBB complaint, I have found that the refund was made for a total amount of:107.24 USD into your Bank account and the subscription has been cancelled.

      If you have any questions or if we can be of further assistance, please feel free to contact us.
       
      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:10/23/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      i purchased a hp laptop from ******* in ************ on 10/20/2022. it had demo software installed on it with the user '***************************' as sys administrator. i can't change it so i am not allowed to download any software, including virus protection. i also can't add, change etc almost anything on the laptop. i called, emailed microsoft, told them exactly what the problem is.... they won't even respong. now i am getting hacked by other people on the internet. i have no privacy or protection and they don't even care. i just want them to fix it so i can use the system and also so i don't lose any private info or money while using the laptop

      Business Response

      Date: 10/28/2022


      Hello *************************

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your laptop and software issues. A senior member of our Microsoft technical Team will start an investigation related to this matter and contact you directly as soon as possible. Your new case number 7009303810

      Sincerely, 
      Microsoft Corporation.

    • Initial Complaint

      Date:10/22/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 1) just billed me for a subscription service which we cancelled three years ago, 2) has billed us every year since we cancelled, and 3) will not respond to emails or phonecalls to get the matter resolved. We realized we were still being billed for a sbscription service we no longer used in 2019 when we moved to TN from VA. We repeatedly called to cancel the service but were told we needed to send an email using the account used to set up the service. That was impossible as that email was associated with our VA cable account and we no longer had access to that (we were no longer in VA). After hours and hours of calls over weeks, I was told the subscription was no longer offered so we would no longer be billed. They did not send confirmation, or if they did, it was to an email we no longer had. We did not notice that MS continued to bill us annually ($59) until this year when we saw it on a bill and filed a dispute with our credit card. We have tried to call and email MS repeatedly, but the phone number says to email using the account used to set up the subscription. We have left messages on their online chat feature providing our issue and phone number requested they contatct us but have yet to be contacted. We have gotten no responses to our repeated emails and calls. MS did respond to our credit card company saying that they have no record of us cancelling - despite us cancelling. This behavior is fraudulent and amounts to blatant thievery.

      Business Response

      Date: 10/28/2022

      Tell us why here...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   # ********** .


      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:10/21/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Ive been trying to cancel reoccurring payments from ******************** product, which I do not have any more. I cant even log into my account because I do not remember the credentials. You cant get somebody over the phone because theyve done away with Phone customer service. ******************** has one day to get a live person on the phone to cancel my credit card from being charged. My credit card has been charge for the past five months. I demand somebody to call and reimburse me since I have been trying to get my credit card information off the records. Once again, they have one day to call me otherwise Im going to file a lawsuit and Im going to sue ******************** for a whole bunch of money. This is ridiculous. YOU HAVE 1 day MICROSOFT CLOCK IS TICKING!!!!

      Business Response

      Date: 10/27/2022

      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   # ********** .


      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:10/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 for the 2021 Office suite on April 14, 2022. Immediately after my purchase, I contacted Microsoft because I realized that it was not Mac compatible and I needed the Mac compatible version. The names for the office suites do not clearly represent which devices they are compatible with. They are called Microsoft Office Professional 2021 and Office Home and Business 2021. Several of the representatives I have spoken with have told me that Microsoft Office Professional 2021 is compatible with Mac even though it is not. This has made the issue even more difficult to resolve. At the time I reached out for help on April 14, I believed that the support representative helped me and gave me access to the Mac version instead of the ** version. Since April, I have been using Microsoft Word successfully, but now that I am trying to use the other apps in the suite (i.e. PowerPoint, Excel) I see that I do not have access to these apps and I am prompted to repurchase the office suite. I reached out for help repeatedly, but Microsoft will not help me because it has been more than 60 days since my purchase. The bottom line is that I paid for the office suite and I have been unable to use it. I reached out to Microsoft immediately and was not helped. Unfortunately, it took more than 60 days to discover the problem completely. Representatives on the phone and in the chat have escalated this to their supervisors and the last person I spoke with on the phone said that someone from the billing department would call me back in 10 minutes. No one ever called me back. I have spent hours in the chat and on the phone.

      Business Response

      Date: 10/28/2022


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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office suite version issues. A senior member of our Microsoft commercial Team will start an investigation related to this matter and contact you directly as soon as possible ID for reference ********

      Sincerely, 
      Microsoft Corporation.

    • Initial Complaint

      Date:10/21/2022

      Type:Product Issues
      Status:
      Answered
      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 locked my email account. I have tried numerous times to get help.Have to do everything online. After you explain the problem, to get help you have to give them your credit card number and pay a membership fee to get help. Sounds like a scam to me. Yes they say refundable but i dont want to gve my credit card info to get help. Is tnis a scam? I want help recovering my acct. Cant get any help at all.

      Business Response

      Date: 10/28/2022

      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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009308852.

      We will monitor your support case through resolution.


      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:10/21/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 bought 2 years of Xbox Live Gold in 2020, since Microsoft was advertising I could convert it into their GamePass Ultimate subscription.Part of that package was being able to stream the games from the cloud to my Xbox series X. Since Cloud streaming was available it had NOT worked on my Xbox. It created odd artificing that made it unplayable. I spent many hours over the course of 2022 trying to get support from the XBOX team. They kept tossing me around to other players, getting me to troubleshoot, and then blaming my ISP when it wasn't working. I checked Reddit forums where people were having the same problems as I was. So after so long, I have simply asked that I either get:1) Refunded for the 2 year subscription I bought.2) (preferably) have my subscription extended for the time I lost with this issue. I have only been able to get in contact with text-based supports lately as the callback option does not seem to work. I am autistic, and find having to deal with this over text message incredibly difficult and upsetting. I would just like to be compensated by time lost either with a refund, or an extension of the service. One rep even seemed to lie about getting me a supervisor. Calling himself ****, and then disconnecting the chat.

      Business Response

      Date: 11/01/2022

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is SR7009435898.

      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

      Customer Answer

      Date: 11/01/2022

       
      Complaint: 18293705

      I am rejecting this response because: What does it mean you're giving me a new case number? How will I be contacted? How will I be compensated for all the time I paid for, but couldn't use the service? I don't even want a refund. Just the service time extended. I need more information.

      Sincerely,

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

      Business Response

      Date: 11/11/2022

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) last communication on September 10th with the following resolution:"I appreciate you taking the time to discuss your issue with me. As we discussed, the issue regarding the cloud gaming aspect of your subscription is not one that I am able to assist with. Aside from transferring your service request back to the technical support team. You did not want me to do that, so I will not."

      Microsoft now considers this cased closed and will no longer be responding.


      Sincerely,
      Microsoft Corporation

      Customer Answer

      Date: 11/21/2022

       
      Complaint: 18293705

      I am rejecting this response because: I deserve an extension of service for time I paid for but was unable to use because of your issues with service. I was not asking for a refund. Just an extension of service after I spent so much unsuccessfully troubleshooting 

      Sincerely,

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

      Business Response

      Date: 12/06/2022

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Gold 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 7010542477.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:10/20/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 what I understood to be a perpetual Windows Pro upgrade license from the **********************. The computer that hosted that license was ultimately returned to the retailer and the license upgrade was removed prior. After purchasing a new laptop I contacted the Microsoft store (******) after not seeing a license associated to my account. I was spoke with at least 4 individuals that transferred me to different departments at the Microsoft offshore call center. I even had one employee install the enterprise version of windows. So after dealing with complete incompetence for half a day and being advised that I would get the appropriate license I finally spoke with an individual who informed me that the license that I purchased was not in fact perpetual. There are a couple of facts here. One I know the license was indeed installed. Two I know that the refund period is 30 days (I was overseas during the warranty period). This is not my issue with the case although it has been quoted to me several times.My issue is I spent half a day attempting to get a license that would work on my current laptop being completely under the impression that it was no an issue ultimately to be told it was not the case too bad so sad.I want a refund from the license that was not used based on the above comments.

      Business Response

      Date: 10/25/2022

      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 7009204555.


      We will monitor your support case through resolution.


      Sincerely,


      Microsoft Corporation

      Customer Answer

      Date: 10/26/2022

       
      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,

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

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