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

5,199 total complaints in the last 3 years.
2,092 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:10/19/2022
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.
We have been having issues with Microsoft 365 email system for over 5 months. The problem is that when we reply to an encrypted email and attach a document, the email goes out without all or some of the attachments. We reported this issue to Microsoft and they opened case number ********. For all these months, Microsoft technical support would have a representative tell us that problem would be solved shortly and now after 5 months the problem is not resolved. The rep we spoke with today, said it would be 3 more months. This is a security issue that impacts all users and Microsoft is failing to resolve and notify its users about this highly critical issue.
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 technical support to investigate this matter and work with you directly toward a resolution. Your new case number is SR7009195301.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/01/2023

Complaint: 18249193

I am rejecting this response because: - Case #:31400394. When we encrypt an email, it causes some of the attachments to be removed randomly. Sometimes, it removes all attachments while sometimes it removes some of them. We reported this issue this issue in June 2022. We spent countless hours proving to Microsoft that there was an issue. They logged into our PC and did their own analysis and determined there is a serious issue but they have failed to correct it until today. We have received ten of emails from Microsoft and sent them tens of email to follow up but each time they say, the issue is pending. This problem causes our employees to spend inordinate time and redoing their work as a result of this problem. - The second issue started about 4 months ago, was fixed and now remerged yesterday. The task bar in the new email message when we start a new email message is not there. Microsofts staff removed the task bar intentionally. The reason we know it is intentional is because there was a message that popped up that indicated the change. This is not a change that we requested. This change made it impossible for us to send emails and be able to edit the emails. See attached two screenshots which show the change and the message that announced the change. We had reported this to Microsoft repeatedly but they failed to address. This is preventing us from sending emails and interfering with our efficiency.

Sincerely,

************
Business Response
Date: 02/01/2023
Date Sent: 1/24/2023 1:52:28 PM
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 SR ********************* will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/01/2023

Complaint: 18249193

I am rejecting this response because: This response does not resolve the issue we have been having for over a week now. The issue is still unresolved. We need a prompt resolution.

Sincerely,

************
Business Response
Date: 02/01/2023
Dear ************,

There is an on-going case providing assistance for you, we advise you to please keep collaborating with our representative towards a resolution.

We will monitor your case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/01/2023

Complaint:18249193

I am rejecting this response because: While Microsoft opened a case months ago (literally approximately 9 months ago) they have not done anything to resolve it, and are not providing us with updates. Furthermore, the Microsoft has removed our junk mail reporting function and the entire toolbar and has not opened a ticket or case for that.

Microsoft staff are not responsive and are evasive. Meanwhile, wee are losing money and hours as a result of this unbelievable actions by Microsoft. We will report this to the e FTC. we reserve all our legal rights.

Sincerely,

*****************;
Business Response
Date: 02/10/2023
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 SR ******************** will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/14/2023

Complaint: 18249193

I am rejecting this response because:We have been having these issues for about a year. None of the issues have been resolved. You opened cases and given us cases numbers but there has been no resolution whatsoever. We are still unable to do our work fully and your actions and negligence are interfering with our ability to do our work.

Microsoft presents itself as a company that aims to make the world more efficient through its software and equipment. You have done the opposite to us. You have cost us so much in lost hours and efficiency.

We need the one-year-old problems resolved please.

Sincerely,

************
Business Response
Date: 02/21/2023
Dear ************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service requests we were able to confirm you have an ongoing commercial case. Please keep collaborating with our advocate towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/27/2023
Complaint: 18249193

I am rejecting this response because: Microsoft has been saying this for about a year and the huge technical problems impacting our efficiency and ability to use the email system to this day. One year of lost productivity and Microsoft was made aware of the issue. This is unacceptable especially from Microsoft that prides itself on being a way to improve efficiency and work productivity. You should recall your product and fix it. We paid thousands of dollars for this.

We are unable to encrypt emails efficiency, unable to mark a spam email as spam, we lost the utility/action item functions bar at the bottom of emails, unable to search for emails, and the list goes on and on. We are filing an FTC complaint to let the regulatory agency investigate this.

Sincerely,

************
Business Response
Date: 03/07/2023
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 SR ******************** will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/09/2023

Complaint: 18249193

I am rejecting this response because: The issue is still unresolved. We are still waiting for Microsoft to address the serious issues which they acknowledge to have.

Sincerely,

************
Business Response
Date: 03/20/2023
Dear ************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request we see that our advocate ****** has been working with you on this issue. Upon checking we were able to confirm the case is still being worked on towards a resolution. Our agent informed you our ************* mentioned it will take at least 2 weeks to get this matter solved.We understand this isnt the resolution you hoped for, but we really appreciate the patience youve had until this moment.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/25/2023

Complaint: 18249193

I am rejecting this response because: There has been no progress and the impact is still ongoing. We are being severely impacted and Microsoft has ignored this for about a year. We always get empty promises but there is not resolution. This has been causing us delays, rework, missed work, reduced efficiency and significant cost.

Sincerely,

************
Business Response
Date: 03/31/2023
Dear ************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. As we mentioned before, our agent had informed you this would take at least 2 weeks, please keep collaborating with our agent to get this matter solved.

We will keep monitoring your support case until a resolution is provided.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/19/2022
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.
September 9th an incorrect digital game was purchased for current gen when I meant to purchase next gen. I NEVER refunded anything with Xbox so after research I figured out that you could and so September 11th I filed through Microsoft.com for my refund. My request was denied due to having played the game. I reached out to their refund team whos ONLY online and they kept saying sorry you played it or sometimes not reading my email and telling me its past 14 days to refund. It has been a month. They keep sending me a link to their policy and if you read it, it states: Refunds are typically issued for requests meeting the following criteria:Requests are made within ****************************************************** which you havent accumulated a significant amount of play time Note As a limited exception, digital game products may be eligible for a refund within 30 days if youre unsatisfied with the license agreement or warranty, but only if you do not make or retain any copies.Again note it stated a significant play time, which I dont even know what the legal definition for that is, but I have not accumulated more than a couple hours within 3 days nor after reviewing the game did I agree with the warranty.I reached out again and got a guy sending the same sorry we cant email due to me touching the game and I firmly believe this department just copies and paste till you give up. I will add a photo of my original refund being denied and I wasnt everyone to read their reason versus their company policy. I feel played and as a customer its sad they want $60 so bad their refund department will send you a copy and paste answer and the go around when you point out the verbal discrepancy. Please see their website policy versus their reasoning in the photos below.
Business Response
Date: 10/24/2022
Dear *************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is # ********** .

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/28/2022

Complaint: 18248306

I am rejecting this response because:

Since the response from the business I have not been personally contacted via email nor phone call about this matter.
The last contact with Microsoft was October 20th when the associate stated they were unable to refund any digital games (not reading or responding to my previous email including a screenshot from Microsoft stating they are able to with limitations. Some limitations that I believe I had qualify for since I purchased and tried to refund the game within a three day time span).

Sincerely,

*************************
Business Response
Date: 11/03/2022
Dear *************************

Thank you again for your patinece and 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 # ********** .
Customer Answer
Date: 11/10/2022

Complaint: 18248306

I am rejecting this response because:
I was reached out to by a representative from the escalations department and over a four day period was told they would investigate the situation. The conclusion I was given was they can not due to play time I had on the game.
As stated, this was purchased 9/8/22 and refunded 9/11/22. If measured on this timeframe, I do not see how this exceeds playtime standards as the companys policy does not provide the consumer a measurement. This seems like an unjust system Microsoft uses to assure funds by scaling the measurement to as they see fit. In addition, I offered to provide evidence of associates from the return department giving me different reasons to rejecting my refund. As an example, one associate would state that they do not refund digital games and another would respond at a later time that the refund is outside the timeframe allowed (two weeks). My emails have since been ignored and the case was marked as resolved. My situation was simply swept under the rug.
Not once have I ever made a complaint nor refunded anything with Microsoft. This is upsetting that there is not justification for the misinformation from associates and the two months time spent having questions avoided with repeat sorry we cant kind of attitude. This mixed in with the lack of verbal explanation of time a game is played to become ineligible for refund.

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,
. This is to enable me to escalate appropriately.

Thank you for your kind understanding.
Customer Answer
Date: 12/04/2022

Complaint: 18248306

I am rejecting this response because:
I have been shifted to many individuals who all have stated the same thing which was roughly along the lines of oh well. Its been almost three months now and each time I explain this to one person, it escalated to another who had no ideas how to properly resolve or answer questions. Again I just want a refund for one game that I submitted a refund request for before the 14 days. As for the denial of refunding me due to the play time, when I ask what is the approximate play time that is and how I dont see a specification in the Microsoft policy, the associate I am speaking with marks my conversation as resolved. This game was played because I have never refunded a digital game and it was for current rather than next gen, so I was like well I will try it so I dont waste $60. I played it for a short period and once I discovered the process I stopped playing and had actually deleted the game from my console in whole. It wasnt until after they sent me the policy and since then Ive been going in circules with the sales team, refund team and escalations team. The refund department is so unfair to its consumers due to them having such vague or just different answers. I was told I cant because I played the game at all, not *** to play time. Another said to re-submit the request and when I did they said it was outside the 14 days (the second request was) and when I explained this all I had ZERO response from all associates. I then contacted the support understanding they are a different department but was told he will have a manager reach out to aid me in contact with the refund department. Never happened. I have never refunded or disagreed with this company, but the one time I am within my right to question the back and forth answers and the lack of elaboration in policy, I get ignored. I started reading others posts on social platforms and see I am not alone. If Microsoft really cant afford $60 refund, I expect someone to elaborate the play time measurement they used to deny my request and then explain to me how that conveys with Microsofts written policy.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue . It has been a tremendous joy and privilege to be providing you with follow up , until get issue fixed, ,however , I will continue working with a resolution for this matter.

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

Sincerely,

Microsoft Corporation

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/03/2023

Complaint: 18248306

I am rejecting this response because:
I have had multiple people in contact with me to say the same thing. ***** from the last conversation was rude and said either way hes closing the ticket created to resolve the matter.
This all started because I purchased the wrong game, I got **** for current gen rather than next gen. ** this point rather than a refund, Id rather just have Microsoft refund the current gen **** and replace it with the next gen **** if that is at all possible.

Im tired of trying to understand how I was at fault even when the policy doesnt specify the amount of playtime and every time I had brought that up, the representative would just say theres nothing they can do and close the ticket and contact before I can ask anymore questions
Sincerely,

*************************
Business Response
Date: 01/13/2023
Good Morning !

We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.
We sincerely empathize with you. However, as no further resolution can be offered, We will move forward with closing 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
Initial Complaint
Date:10/19/2022
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.
Service Request: **********. This is a continuation. I previously lost access to Microsoft Office I purchased when I upgraded the *** OS. ***************** offered access to Microsoft on the Web. I am not compatible with this system. I bought a new *** and new Microsoft Office which has been loaded to my computer. I am now unable to access any of my old documents. I am told by Apple that my documents are in the Microsoft Cloud. Please provide the exact steps to access all documents. The website does not address this clearly and there is no way to speak with a professional who can help (like apple) unless I use Better Business.
Business Response
Date: 10/28/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Office 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 7009305127.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/19/2022
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.
Microsoft has locked me out of my own account after allowing a Spanish Speaking person to access my Laptop and openly steal my ******** and Microsoft account. I have had ******************* manuscript stolen and my identity as LifeLock can attest to this. This is the second Microsoft has locked me out of my account in 2021 their help desk was hacked into allowing my account to be locked out along with my manuscript. Microsoft Office continues to take money from my account every month yet Microsoft cannot distinguish who I am. Their firewall is useless They said I allowed malware on my laptop which is ludicrous. I want my manuscripts back *******,s Agent, the sequel, and a new project. My publisher The ********************************** press can attest to this. LifeLock has the hackers IP addresses that can attest to this.I have the original ******************* certificate also I am tired of fighting with Microsoft and I want them to stop allowing my identity to be stolen from their weak software system. Their two step authentication is a joke at best. They have screwed my life up and a relationship. I tried authentication app and I've tried creating a new account Now I am out of a ,$400 laptop and I have to acquire a new phone which I cannot afford. I am also a senior and I would call this Senior abuse.
Business Response
Date: 10/24/2022
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 7009174615.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/24/2022

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:10/19/2022
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.
While purchasing a license for Windows 10, the system threw an error, so I went through the process again only to have Microsoft bill me for two licenses. I only need one and I am unable to reach anyone at Microsoft support to resolve this issue.
Business Response
Date: 10/24/2022
Dear ***************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is # **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/28/2022

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:10/19/2022
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 was told i could renew my subscription. after taking the information from the sales team and renewing, i was told by support that i had to pay the higher price, which is almost double, and pay for a new subscription instead. there solution to the problem they caused was a refund or 5% discount.i demand the new subscription.
Business Response
Date: 10/28/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Subscriptions 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 7009303031.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/28/2022

Complaint: 18247458

I am rejecting this response because:
i do not want to be contacted directly. all communication will occur through the bbb so it can be documented. contacting me directly for resolution is not an option.
Sincerely,

***********************
Business Response
Date: 11/07/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. However Better Business Bureau is not a Microsoft Support Channel. Once you have contacted support you will receive a case number. We cannot assist you until you have gone through dedicated Microsoft support channel.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/16/2022

Complaint: 18247458

I am rejecting this response because:
BBB is not a support channel that is correct but a complaint system. i have a valid complaint about services i paid for and didnt receive! if you had bothered to read the attached text message between your sales team and i you will see what i was told i paid for. reading seems hard for microsoft, its a reoccurring issue here and with your support system. i specifically stated, originally, that all communication should be through BBB but you didnt read a attempted to contact me directly via phone calls. straight to no provable communication, figures.
i do not need support for something i paid for. i am complaining about what i paid for and didnt receive, according to your sales people. you want to get me into a verbal conversation so you can dodge the issue and then tell the BBB you solved this issue, with no evidence from my side supporting differently. stick to written communication as i originally stated but you apparently didnt bother to read.

Sincerely,

***********************
Customer Answer
Date: 11/28/2022
nothing was sent to me!
Business Response
Date: 12/09/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase and price adjustment. We opened a new service request for you, 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 7010636510.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/09/2022

Complaint: 18247458

I am rejecting this response because:

see this is the issue, no communication. why has the issue turned into an issue that doesnt exist? no complaints originated from me regarding XBOX. the complete conversation between microsoft employees and i has been attached. kindly read it and give me what i paid for. thats all i am asking for. i tried on multiple occasions to rectify the problem directly with microsoft but that didnt work, which is why the BBB is involved.
microsoft stated i could pay the upgrade price for an msdn subscription. i asked numerous times, numerous, if an upgrade was my option. i was told yes. after i paid then i was told they wanted the full price because an upgrade wasnt for me. i was told i couldnt upgrade, after i paid, because my account was to old so i needed to pay full price.

if microsoft had bothered to READ the attached conversation then the above essay would have been unnecessary. typical lazy and unprofessional response.

Sincerely,

***********************
Business Response
Date: 12/19/2022
Dear ***********************,

We sincerely apologize for all the inconveniences you have experienced so far with our customer support, we opened a new case for you 7010961625,so your issue can be addressed correctly, again we apologize for all the inconveniences and time that this is taking to be resolved.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/19/2022
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.
Today a transaction went thru my Paypal for a pre-order. This pre-order was done in August by accident by my disabled daughter. Somehow needing the password had been turned off. I called Microsoft to get a refund telling them I can prove that my daughter is disabled and that I had tried to cancel the pre-order. Their response was that since I haven't received the product, I can't get a refund. My response was not receiving the product yet and trying to cancel the pre-order is exactly why I should be able to get a refund. If they can take money, they can give money back. I asked them to send me their policy that states they are not able to do that, and they stated that it is just the way their system works, and they are not allowed to give the reasoning on why their system is set up that way to customers. They told me that I could file a dispute with PayPal, so I did, but that it would take longer for them to get back to them then waiting for the game to be released. I am frustrated because, as i mentioned, if a business is able to take money out of an account they should be able to put it back in.
Business Response
Date: 10/27/2022

Hello *********************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your purchase incident. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7009261889

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:10/19/2022
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.
I subscribe to xbox ultimate game pass service. I used the looking for game service to find other gamer playing Destiny 2. I put up a post on the *** (Looking for game) service that read: "Need 1, 1.2 kd+ non flawless pool". I don't know when I actually put up that post but I can tell you that it had to be more than 2 weeks ago. I received a suspension of service on October 18th and it is a little more that a day ban from using my Xbox to play online for the games and the service I pay for. I tried to reach out and their policies make it impossible to reach anyone who can speak on the situation or allow me to explain what the posting means and the context. If you read the post I can tell you that there is nothing in that post that could be taken out of context and please allow me to describe what it means. The post means that I need 1 person who has a kill to death ratio of 1.2 or above to play Destiny 2's Trials of Osiris 3 versus 3 game mode in the Non-Flawless matchmaking game pool. I can not dispute it, open a ticket, or use the service I pay for because of a post that took them weeks to review this complaint and If I am posting to find someone with that game skill that is exactly the post that I will be submitting to the *** message board. I am unsure on how many of these posts other members of the community tried to flag but I do believe that someone is trying to target me and now I can not utilize the services that I pay for.
Business Response
Date: 10/24/2022
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 7009173234.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/18/2022
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 reaching out about a purchase for specific services and yet to receive items as part of the purchase. July 11, 2022 | Order number ********** This was a preorder for game and for 12 month subscription for the *** league pass. We never got the code and the season has already started. Due to not getting the code, i reached out because my son is minor, I was denied any help or solution although you have not held up your agreement with the purchase. I was referred to 2k site to put in an online request, its been almost 3 weeks and no response. When I call no one offers to help. So, if we cant get the item as part of the package then I want a refund for the addl funds, our contract is with you as you are the one who took my sons money and failed to provide the product.
Business Response
Date: 10/27/2022

Hello ***************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game and code issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7009259526

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/27/2022

Complaint: 18244164

I am rejecting this response because: I want written responses because so far follow **** no one has actually followed up leading to this complaint

Sincerely,

***************************
Business Response
Date: 11/04/2022
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game and code issue. We have seen that you already had a previous service request **********
In which the agent stated as follows Service Request: **********

Hello *******,

My name is ******* with Microsoft Customer Support. I would like to discuss this situation with you further over the phone. I have attempted to contact you but was unable to reach you. I have attempted to contact you today 11/03/2022 at 12:30 PM CST, and I was able to leave a voicemail. As it turns out, I do not have your availability. Can you please confirm your general availability for a callback? My operational hours are Monday-Friday from 7:00AM- 3:30PM CST.

I look forward to hearing from you so that we can get talk about your account and how to proceed.

Sincerely,

******************
Customer Services Support Agent
******************** Customer Support & Services
Mon-Fri 7:00AM-3:30PM CST .

Please feel free to reply on case #********** for further assistance.

Sincerely.
Microsoft Corporation
Customer Answer
Date: 11/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and advise via email someone had submitted the information from to my son. Unfortunately, i keep getting calls during my work hours.

Sincerely,

***************************
Initial Complaint
Date:10/18/2022
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.
On September 14th, 2022 I bought a Xbox Series X direct from Microsoft with a 30 day return guarantee. On September 24th I bought a digital only game "Ace Combat 7" on said Xbox for $32.21. I have since returned said Xbox and am awaiting refund, but Microsoft is denying refund of the digital only game. I cannot play the game ever again without a Xbox console and they normally would allow the refund, but there is a small print policy of 14 days for digital game refunds, which was not clear and not in keeping with the 30 day trial. I would simply like a refund of my $32.21.
Business Response
Date: 10/24/2022
Dear *********************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is # **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/30/2022

Complaint: 18241068

I am rejecting this response because:
I have not received any contact from the company nor a refund.

Sincerely,

***********************
Business Response
Date: 11/04/2022
Dear ********************* !

Thank you for contacting Microsoft Corporation via the Better Business Bureau again in regarding your Refund request. A senior member of our **************** and Support Team will investigate this matter again and contact you directly to work toward a resolution. Your new case number is # **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/10/2022

Complaint: 18241068

I am rejecting this response because:no refund has been issued, and i will never have access to the game again.

Sincerely,

***********************
Business Response
Date: 11/18/2022
Dear *********************** !

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.
.
we are investigating the issue
..
Thank you for your kind understanding.

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