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

5,203 total complaints in the last 3 years.
2,078 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:10/13/2022
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.
My email was compromised and I am unable to access my Microsoft purchases. After 2 weeks of contacting them they are not resolving my issue and with holding thousands of dollars worth of merchandise I have purchased over the years. I have no access to the products that I own and am not receiving responses from them outside of automated emails and customer service will not assist me outside of those email responses.
Business Response
Date: 10/20/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Compromised account. 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 7009044912.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/22/2022

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. They have completely resolved the issue.

Sincerely,

***********************
Initial Complaint
Date:10/13/2022
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.
My hotmail account has been hacked. The initial hacking happened due to a fraudulent port-out scam of my phone, which allowed the hacker to use two-factor authorization to not only gain access to the email account but also change my two-factor authorization so that I could no longer access my account, update the password, or change the security settings. I filled out a Microsoft form for account recovery, but received a form email response that said they wouldn't be investigating the incident because I had 2FA set up on the account. The 2FA failed because the hacker has my cell phone number! This is fraud and identity theft! I need help!This is completely insane. Any fraudulent access should be investigated. There should be a customer support line. ******************** doesn't even offer this. The hacker still has access to my account that I've had for close to 25 years. I have changed as many emails/passwords/etc. that I can remember, but without access to this specific account, I have no idea the damage that is being done. I need someone to contact me and help me recover my account.
Business Response
Date: 10/19/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009006950.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/02/2022
Thank you for your email. Yes, I would like for my complaint to stay open with Microsoft. A hacker stole my phone number by fraudulently porting my number to his/her phone. Because of this, he/she was able to gain access to all of my email/financial accounts due to 2FA and change passwords and security settings. Microsoft has been unwilling to even look into the matter because I had 2FA set up on my account, which was promoted by Microsoft as a good security measure. I would like to regain access to my email address of 25 years, and I need someone at Microsoft to help me.

Thanks,
*********************

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:"Hi *****, I can set a call up for 12Pm CT/ 1 PM EST. I look forward to speaking with you"

Please continue working with the agent **************

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/13/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have not been able to apply microsoft gift cards to my account ever since I had a problem with spending my microsoft balance in the past (had too many small $3/$10 gift cards redeemed) and I had to go through the BBB to resolve/use it. Since then, I haven't been able to apply new gift cards to my account, I didn't even know I had this problem until a few days ago when I tried to add a gift card to my account and it kept giving me errors. I know for a fact that this is a account issue because I made a new account and the gift card added to my alternate account but I do not want to use my alternate account and want to use my main account.
Business Response
Date: 10/19/2022
Dear ***** ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/13/2022
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.
When I placed Order Number: ZZ53686240 on 10/8/22 I paid extra for express shipping. Order was to be delivered 10/10/22. However, the order was not delivered until 10/11/22. Since I did not receive the order on time, I now want to return it. When I attempted a return, it always gives an error and tells me to contact support. I would like to return this entire order and instead Im going to place an order for a Surface 9 Pro. Please create a return and email a return shipping label to ******************* so I can send this entire order back for a refund,.
Business Response
Date: 10/20/2022
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:10/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had purchased a Microsoft Family 365 subscription from Amazon on 10/11/22, which I applied to my Microsoft account on that same date. Apparently a third-party sourced Microsoft 365 subscription supplants any existing MIcrosoft Family 365 subscription, supposedly in parallel, so my existing subscription which expires in March **** is not accessible in any manner. I spoke with Microsoft last evening on this issue and they did not resolve it, saying I needed to talk with Amazon on the issue. I did so and this subscription is supposedly canceled, though the order does not reflect this. The subscription is not present in my Amazon account. I have an email from Microsoft showing that the last order on my account had an issue and it needed to be canceled. However, this supplemented subscription has not been removed. I've spoken with Amazon twice on this issue, chat logs and email responses included in this email. I've spoken with Microsoft on this issue and they claim nothing can be done on this issue. Case IDs of 1044909423, 1044909980, 1044933505 and ********** are all open on this issue. One Microsoft rep I spoke with earlier today said they were going to escalate the matter to a higher level authority though when they put me on hold to so do. The next Microsoft rep that I spoke with today said there was no higher level authority to speak with when asked to speak with someone higher up. That last rep hung up the phone on me mid-conversation, as well. I am hoping that this BBB request will get to someone at Microsoft that can resolve this issue or they will get someone to resolve it if they are unable to do so.
Business Response
Date: 10/17/2022
Dear *********************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding of your supcription 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 # **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/12/2022
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.
VERY VERY disappointed. Microsoft sent me an email on Oct 6th saying my account had suspicious activity from Korea. I tried to login to my account right after that and EVERYTHING was changed by the hacker. Tried to contact Microsoft several times, used several lines methods and online. Their phone systems ALWAYS hang up on your or force you to use the online system. Which does NOT work for this issue due to the hacker wiping my account. I had to end up calling the Microsoft store to act like I was purchasing a new product to even get through. Sad that you have to act like you are going to buy something for them to talk to you. They were able to see my account and my purchase but could not help me. After on the phone for more then 2 hrs. the first time. They transferred me. Then the phone hung up. NO CALL back at all. So, I had to call again and do the same thing. After 3 hrs. I finally was able to get transferred to tech team. Which spent over an hr. trying to fix the account but it kept saying I didnt have an account. This is what I kept trying to tell them that the hacker changed my account totally. They of course could see my CC, purchase and information on file but could do NOTHING about it. Very sad that a tech. company cant even reset my account so I can use my products I purchased and also get my account working so I can make sure the hacker NO longer has my information. I am requesting to be credited for the 365 I purchase back at the end of AUG. 2022 and can NOT use due to this issue. I have attached a receipt PROOF of purchase for this item showing it was bought and I had an account. Very disappointed!
Business Response
Date: 10/18/2022
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 7008984828.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/19/2022

Complaint: 18201906

I am rejecting this response because: There has NOT been any remedy to this issue. NO one has contacted me and or resolved the hacker issue with my account. I STILL can NOT use any of my purchased products and or my account. I would like requested refund or i will be calling my CC company if this can not be resolved by 10-24-2022

Sincerely,

***********************
Business Response
Date: 10/31/2022
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 verify your account. We ask you to please collaborate with the advocate *****, so we can guide you towards a resolution.
If you have any questions or concerns, please dont hesitate to ask him.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/09/2022

Complaint: 18201906

I am rejecting this response because: WOW! We sent them ALL the issues via email. Then they say they contacted us via phone but NEVER received any phone calls. We asked if you cant fix the hacker issue and to reset our account. Then you need to refund us for the purchased products as requested. We sent PROOF of this payment, purchase date, receipt and ALL information showing that we purchased it on our account. However we CAN NOT use it because a hacker took over the account. Which they can see but for some reason have NO idea how to fix it. Come on your a software company.
Just refund us our 365 package we paid for since i can NOT login and or use this account anymore due to this hacker.

Sincerely,

***********************
Business Response
Date: 11/29/2022
Dear ***********************,
After reviewing your past case managed by our representative *****, we were able to confirm the agent didnt hear back from your side, which caused the case to get closed and then expire. 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 **********. Please be aware you will be contacted either by email or phone call.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/06/2022

Complaint: 18201906

I am rejecting this response because:
Poor excuse Microsoft. I emailed several times. Plus another agent responded. They also had NO idea and wanted our information again which was clearly on the email and ticket! Giving us the run around here! We will dispute the fees because we CAN NOT use this purchased item because they have NO idea how to fix our hacked account.

Sincerely,

***********************
Business Response
Date: 12/12/2022
Dear ***********************,
Thank you for your response. After reviewing your complaint and recent service request #********** we see that ******* from Microsoft Customer Support & Services contacted you regarding your case and provided instructions on how to regain access to your account. You answered you have provided this information before. Please understand this is the process our agents must follow to be able to provide support to our customers. The case was closed as you did not want to move forward. We will be closing this complaint as there is no further action for us to take.
We understand this is not the resolution you had hoped for by we stand by the resolution provided by advocate ***************
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/16/2022

Complaint: 18201906

I am rejecting this response because:
Just HOW microsoft is. Saying i dont want to move forward???? Really??? You Need to fix the account and refund the money! A dispute has been filed with our CC company. VERY POOR SERVICE!

***********************
Initial Complaint
Date:10/11/2022
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.
Microsoft -Xbox illegally disabled my minor son's entire Xbox console, because he was being harassed by a pedofile and being called a n***** by other players. This corporation wasted a $300 gaming system illegally rather than investigate the incident thoroughly. My son's user name is found under his email address"*************************"Microsoft is a monopoly that is letting minor's be punished for being harassed. They never bothered to contact an adult , instead they cost me $300. There is no way to contact anyone in order to get the XBOX restored to play. They make it so they have all the power and are untouchable.
Business Response
Date: 10/19/2022
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7009006473.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/19/2022

Complaint: 18200018

I am rejecting this response because: Still waiting for Microsoft to respond with a resolution, Xbox refund, account access back up and running.

Sincerely,

*********************************
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 Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009431157.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2022

Complaint: 18200018

I am rejecting this response because: They still haven't resolved the issue. They refuse to put me in contact with the Enforcement Team. They keep telling me they have no way to contact them. In other words they will never resolve the issue unless I contact my state Atty *******************************************************************
Business Response
Date: 11/15/2022
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) After an investigation into your case, the ******** Services Support Agent ****************** confirmed The Enforcement Team is the only team that can make decisions regarding account suspensions. Any questions will be answered and addressed to you at their support site for these issues. If you are able to successfully sign into your Microsoft account, you can contact the Policy Enforcement Team for further assistance regarding your suspension. Please visit the main Enforcement Team page to learn more about suspensions by the Xbox Live Policy & Enforcement Team. You will be able to get more information about your suspension here by viewing your reputation and enforcement history. You can also learn how to have your case reviewed on the Enforcement How-To page. Also, feel free to post any questions or concerns you *** have on the Xbox Live forum where your question will be answered by the Policy Enforcement Team. If you would like to appeal the suspension, you can submit a case review. Submitting a case review is easy,and can be accomplished following these steps:

Sign in to enforcement.xbox.com with the account that received the enforcement action and select the large box with an orange hammer icon.
Find the enforcement action that you wish to have reviewed and select Apply for Review.
Read the Case Review Terms of Use and agree by selecting the checkbox and selecting Agree.
If you are already eligible for a Case Review,select the green arrow icon. If you are not yet eligible, you will be presented with a short questionnaire. These questions help gauge your understanding of the Code of Conduct and associated policies. Upon successful completion of the questionnaire, select the green arrow icon.
Provide any details (up to 500 characters)regarding the enforcement action that *** help the Enforcement Team conduct a more complete investigation. This *** include context around the activity or content that received enforcement, information about your game activity, or any other facts that you believe are worth noting. When complete, select Submit.
I do apologize that I am unable to assist further with this matter because it must be handled by the Enforcement team. Once you can start a conversation with the Enforcement team, you will be on the right path to an answer to your questions. I am happy that I was able to guide you to the support group you will need, and I hope you get a good resolution. There is nothing more I can do for your account and so I will go ahead and close this case as resolved. If you have any further questions, though, please don't hesitate to reply and ask me anything. I will be standing by to assist if you reply in the next seven days. Just keep in mind that I cannot answer any questions regarding your ban or suspension.

I appreciate your patience and understanding while we investigated your request and I hope that you get the assistance you need.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/11/2022
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 June 21, 2022, I purchased a Microsoft 365 subscription from Microsoft. In late September, I created a new email account with the help of a Microsoft support technician. In the process, the support technician corrupted my existing MS account such that I could no longer log into that account. After tens of hours attempting resolve this, I finally found that I needed to create a new account. Unfortunately, my 6/21/22 MS 365 subscription remained attached to my old account. On October 4, 2022, I purchased a new Microsoft 365 subscription. As I can no longer access or use my old MS 365 subscription, and this inability results from an error on Microsofts part, I believe Microsoft owes me a refund, back to my credit card on file for the eight months remaining on the old subscription. I have repeatedly attempted to contact Microsoft to resolve this issue without success.
Business Response
Date: 10/17/2022
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: 10/18/2022

Complaint: 18196472

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 10/25/2022
I just rejected a resolution proposed by Microsoft as Microsoft has not made any attempt to contact me to resolve this matter. When I filed the rejection, I did not see any way to state the reason for my rejection. It was that: Microsoft has not made any attempt to contact me to resolve this matter.

Business Response
Date: 10/26/2022
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 # **********.

was created.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/02/2022
I spoke again today with *** from Microsoft. On October 27, she required that I fill out a lengthy form to verify my ownership of the Microsoft account (see attached). At that time, she stated that if I could prove ownership, they would provide a new subscription to Microsoft 365 and credit the entire amount for my October 4 Microsoft ******************************************************* enough information on the form and that the 30 days had expired, and she could no longer credit the October 4 purchase. By my count, 28 days have passed, not 30. Please also see attached emails from **** I believe that Microsofts actions in this matter approach that of fraud.
Thank you,
****

Business Response
Date: 11/14/2022
Dear *******

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.Alow us to apologize for this.

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: 11/14/2022

Complaint: 18196472

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 11/16/2022
I have rejected Microsofts resolution because, I have been around and around with Microsoft on this. Each time they assign a new case number and claim:

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

Each time, this is the last I hear from them.

Business Response
Date: 11/29/2022
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
Customer Answer
Date: 11/29/2022

Complaint: 18196472

I am rejecting this response because: This is about the 4th time over many weeks that Microsoft has responded that a member of their **************** and Support Team will investigate this matter and contact me to work out a resolution. NO ONE EVER CONTACTS ME! The simple resolution is a refund.

Sincerely,

*****************************
Business Response
Date: 12/07/2022
Dear *****************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request allow us to apologize 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 # **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/12/2022

Complaint: 18196472

I am rejecting this response because: Microsoft continues to state they will contact me to resolve this issue BUT THEY NEVER Do!!!!!

Sincerely,

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

Hello *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription account incident. We decided to create a new service request, you will receive an email based on the email you used to contact us in the next 24 hours. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly, Case ID # **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/09/2023

Complaint: 18196472

I am rejecting this response because: I have been attempting to obtain the refund in question for several months. In each go-around with them, they assign a new case number, then claim their policy does not allow refunds after 90 days, then close the case. When I first requested the refund, it was only after about 30 days from the date of purchase of the second subscription. They persist in giving me a run-around on this issue.

Sincerely,

*****************************
Business Response
Date: 01/20/2023
Dear ******* !!

Thank you for contacting Microsoft Corporation via the BBB regarding of your issue.Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/20/2023

Complaint: 18196472

I am rejecting this response because: I reject Microsofts claim that, "We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.". I have NOT seen any attempt by Microsoft to contact me or to make any attempt to resolve the issue. They can resolve the issue by simply refunding the cost of the June 2022 Microsoft 365 subscription as originally requested.

Sincerely,

*****************************
Business Response
Date: 01/25/2023

Dear ******* !
We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

Service request # 7008950140 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: 01/30/2023

Complaint: 18196472

I am rejecting this response because: Microsoft has made this claim numerous times in the past. Generally they have not reached out to me as promised. In all cases, they have not made any serious attempt to resolve the issue.
They can easily resolve the issue by providing a refund for the nine months of Microsoft 363 subscription they cheated me out of.

Sincerely,

*****************************
Initial Complaint
Date:10/11/2022
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 November 10, 2020, I bought a Microsoft ************ January 14, 2021, I contacted Microsoft and made it aware of a hardware defect. Upon assurances by Microsoft support personnel in January 2021, September 2021, and April 2021, I waited for software updates that did not nothing to resolve the issue; instead the issue became significantly more severe and frequent. On October 10, 2022, Microsoft failed to uphold promises made by its support agents over the prior period that guaranteed I would receive a repair or replacement if the issue did not get resolved by software updates.I am therefore seeking a (i) replacement, (ii) repair, or (iii) refund in connection with my original purchase. Further details and a full chronology of events can be found in the attached complaint.
Business Response
Date: 10/18/2022
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox series X update issues. We are unable to verify or locate a service request associated with the information provided in your claim and neither an Microsoft account.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. If you have an existing service request for this issue, please update your claim with that number or Microsoft account associate to the Xbox 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: 10/18/2022

Complaint: 18195906

I am rejecting this response because: I have already provided both support numbers provided to me by Microsoft. If Microsoft had bothered to actually read my complaint, they would have found those case numbers embedded on the very first page in the 3rd paragraph and page 2 in the last paragraph. Microsoft's failure to find these case numbers either (i) indicates they did not fully read my complaint and have simply responded with an automated, canned response in the hopes I will go away, or (ii) Microsoft cannot locate these case numbers in their systems as a result of failures to maintain adequate records. Either way, the failure is Microsoft's and Microsoft's alone. The response fails in any way to provide an adequate remedy.

Sincerely,

*************
Business Response
Date: 10/28/2022

Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7009302319

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/08/2022

Complaint: 18195906

I am rejecting this response because Microsoft's response fails in several substantive ways, enumerated below:
1. A Microsoft team member, *****, contacted me on October 28 and informed me that the prior case history had been "archived". Despite (i) being made aware of my complaint, and (ii) Microsoft's sole control and access to such archive, ***** refused to obtain such records to verify my claims. This is a basic request that should not be difficult.
2. ***** also erroneously claimed my request was out of warranty. As was established in my complaint, ********** tolls warranty periods once a manufacturer is made aware of an issue with a consumer product. She, and by extension Microsoft, failed in any way to address that portion of my complaint.
3. ***** erroneously claimed I refused *******'s offer of an out-of-warranty service order. As was established in my complaint, this request is not out-of-warranty.
4. ***** failed to substantively respond to paragraphs 2, 3, 4, 6, 7, 8, 9, 11, 12, and 13. These failures are indicative of a pattern of ignoring substantive points in my complaint and seem to point to a pattern of bad faith by Microsoft.
5. I sent my original complaint to the BBB on October 11. It took Microsoft a full 7 days to respond, which it did on October 18. I rejected that response the same day, within 24 hours, as it clearly was a canned response that failed to even attempt to read my original complaint. It took a further 10 days for Microsoft to issue a second response, which came in the form of *****'s email late in the afternoon on Friday, October 28, within 1 hour of being an after-hours response. ***** sent a follow-up early on November 2, not even 3 full business days from Microsoft's Friday email. These dilatory actions speak to Microsoft's bad faith attempt to squash this complaint without actually responding to the substance of my complaint. Although Microsoft's conduct in this dispute is clearly engineered to (i) delay, postpone, or prevent my response, (ii) provide any actual remedy, and (iii) are indicative of bad faith, I have provided herein a good faith response outlining my issues for the third time.
6. Microsoft's responses thus far have been nonsensical (see Microsoft's response on October 18 requesting information already provided), insulting (see Microsoft's response on October 28 indicating Microsoft will not even attempt to pull relevant records it has in its control), or downright incompetent (see Microsoft's response on November 3 that is addressed to "*****" despite my name being ****). If Microsoft cannot even get the most basic information about my complaint correct (i.e. my name), I'm not sure how any of its responses can be trusted to have actually engaged in good faith and be in any way competent or satisfactory.
For the above reasons, I reject Microsoft's response.

Sincerely,

*************
Business Response
Date: 11/17/2022

Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau Xbox issues. We have seen that you already had a previous service request 7009302319
We stand with the response provided by ***** since the device is Out of warranty and you decline the service that ******** offer to assist you with placing an out-of-warranty service order.
For further assistance feel free get in touch with ***********
Sincerely
Microsoft Corporation
Initial Complaint
Date:10/11/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My husbands Microsoft account was hacked, the hacker changed the email, phone number and activated 2 step authentication. We received notifications about it being changed but it happened overnight and we couldn't do anything. We filled out the authenticator form and then got an email saying our form was ignored because the account had 2 step verification activated. We called Microsoft and they told us to fill out another form and got another email saying they don't deal with unusual sign ins. We contacted a chat support agent and they told us there was nothing they can do and they have no power in accessing accounts. She transferred us to another agent that said pretty much the same thing. We were then finally transferred to a floor supervisor and just kept being told the same thing that they understood how we felt but they can't do anything. We even asked to have a new account created and get everything resorted but we just kept getting told there was nothing they could do. The conversation ended with the floor supervisor hanging up on me abruptly leaving me and my husband very distraught. This account has all his purchases for the many many years he has had this account. Not only that, but a lot of personal information is on that account like address, phone number, email, and birthdate. This very scary that a random person has this information. This whole situation has also led to many purchase attempts on our bank accounts and getting our PayPal hacked as well. Thankfully we got our PayPal account back and have disputed the charges, but we still don't have the Microsoft account back. This the worst feeling in the world because we have been stolen from and have been told "We understand but we can't do anything". This company is protecting a criminal and allowing them to get away with our stuff and information. They say they value security, but we feel very violated and unsecure.
Business Response
Date: 10/18/2022
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 7008974287.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/18/2022

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,

*****************************
Customer Answer
Date: 10/28/2022
Hello,

My case ID is ********. ******************** emailed me stating they would have a senior advocate contact me within two business days. I had received this email on October 18th from them. It is now October 25th and have not heard from them. I have triple checked my spam folders to make sure I havent missed any communications from them and found nothing.

Thanks,
*****************************
Customer Answer
Date: 10/31/2022
I sent this email yesterday about the business not following through, I just received a call from them and they started helping us as they stated they would!! So I would like to rescind my previous statement/email about them not following through!

Thanks,

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

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