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:10/10/2022
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 recently reached out to Microsoft customer service and spoke with a rep for over an hour trying to figure out how do I become able to use my Microsoft Office for multiple devices the rep told me that I needed to update my plan to the 365 office family plan for $10 a month which I did I then spoke to the rep on how to update a pin login that ******************** request from me in order to log into my desktop and sometimes into my Outlook email the representative went to transfer me to another department That was supposed to be better able to assist me with this situation and instead they hung up in my ear. For whatever reason Microsoft has decided to change my personal login to my desktop without my permission and when I try to speak to a representative about this issue they hung up in my ear and didn't make any attempts to call me back. I would like to have a representative call me back to address this issue with my desktop login and with sharing my Microsoft Office using my 365 family office plan. I contacted Microsoft at this number ************.
Business Response
Date: 10/17/2022

Hello ***************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account pin log in 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 7008945346

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:10/10/2022
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 signed up for Microsoft 365 1-month trial. I canceled subscription within free offer time frame but was charged $99.00 on May 16th. I'm requesting a refund; I have not used this service and did not wish to purchase. Thank you
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
Initial Complaint
Date:10/10/2022
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.
On October 7th 2022 I was watching Hulu with my family and all of a sudden I was logged out and I logged back in to get a message saying that my account was locked. I went to the website it said I needed to go to and submitted a form for it to be unlocked. Without any information on why it was locked or what I was falsely accused of doing. I contacted Xbox and Microsoft support team over the phone and was never told on why it was locked and that I just had to wait 24 hours for an email back. Its now been 3 days still havent gotten an email back. I called and spoke to another agent and was told that the email I was using could be marked as spam and to keep waiting. I asked to please speak to a supervisor and the agent got mad and changed her whole tone with me and said no sir I dont have one Im working from home. I asked you do not have a supervisor? Or anyone thats higher up that I can speak to where she once again said no and tried to change the subject on why I may not have gotten an email. I spend thousands of dollars on new consoles and games and to have my account Ive had for over 10 years just gone over something I never did isnt okay.
Business Response
Date: 10/17/2022
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 7008952140.

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,

*******************
Initial Complaint
Date:10/10/2022
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 ordered a trial version of MS ****** 365 and later decided to use a desktop version of the software. I logged onto cancel my subscription and today, October 10th is the last day to cancel without being charges. Microsoft has already entered a charge of $99 to be debited from my checking account on October 11, 2022. I cancelled the subscription online and attempted to follow instructions to get a refund of the charges, however I am unable to do it.I have been on the phone for the past two hours trying to reach Microsoft and there are no numbers to reach Microsoft by phone for home use. I want my $99 refund as I am still within the cancellation period.
Business Response
Date: 10/19/2022
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 7009009653.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/31/2022

Complaint: 18193136

I am rejecting this response because:

Please be advised my case with Microsoft has not been resolved. I received a message from them indicating they will be in contact with me (see below). They have not reached out to me since sending the message below. Please re-open this case open until I hear back from them.

Sincerely,

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

Business Response
Date: 11/09/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After investigating your case, we see that out agent was able to refund you and cancel your subscription, therefore Microsoft will consider the case closed.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/10/2022
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.
1st off the hassle of contacting Microsoft is a battle within itself,, having to log on the website and schedule a callback. I finally got a callback on 10/6/22 to request my son's Xbox to be repaired (warranty) and was told they would send out a shipping within 24 hours. An email was sent out with a claim # stating the same was received within minutes of disconnecting. This has occurred approximately 4 more times with the excuses ranging from the other rep didn't create a label to there are difficulties with the label printing website all of which the next representative had no knowledge of. It has been a week and hours of me spent on a phone with a company that still has not provided a label, but I have 4 different emails with 4 different claim numbers. Very unprofessional and terrible customer service. No way of escalation besides the word of the representatives that seem to lie just to get you off the phone. They are professional scammers
Business Response
Date: 10/18/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox repair. 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 7008981305.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/09/2022
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.
Microsoft offers a 30 day refund policy for digital products. On 10/2/22 and 10/3/22 my kids purchased 8 games for the Xbox Series X console. After trying everything out, we returned the console and asked for a refund for the console and games (they couldn't play and were crying etc). I submitted my refund request on 10/7/22 within the 30 day period. However Microsoft denied all of my refund requests stating I already received the maximum amount of refunds previously. However this was the first time I ever used Xbox Series X so I don't know how I supposedly exceeded a refund limit. Additionally, I was never notified I hit some limit if I did indeed hit one. My desired outcome is an immediate refund for all game charges. I tried contacting help several times today using their contact form but I am not allowed to talk to a customer service rep about this issue. Last time I will ever trust Microsoft.
Business Response
Date: 10/14/2022
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 7008861252.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/09/2022
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.
I have been being charged $15.44 monthly (4 times) for almost 2 years (during COVID) when I only should be charged $15.44 monthly (2 times). I have had money automatically withdrawn from my checking account every month on the 1st, 5th, 11th, and 21st for almost 2 years. I have gone through my account and everyone's accounts in my household and there is only a record of signing up for 2 monthly passes as I already knew about. I have called, went online as instructed, researched, chat, emails, and finally was able to talk with someone in July 2022 and was placed on hold multiple times for over an hour as he could not figure it out either. He finally gave me a reference number (#*********) and stated it would be taken care of. However, it is now October 9, 2022 and it has not been resolved, 4 charges continue to be taken from my account, and I have emailed ******* (supervisor) back 4 times since 9/8/22 when he emailed me asking if everything was resolved so they could close this out and he has yet to respond. I went to my back and have a printout of the 4 withdraws monthly on the dates provided above and stated I could close my account, re-open an account, re-order checks, wait for card to arrive, and re-enter all of my automatic personal banking information with a new account which I cannot afford at this time either. I want to only be charged for the (2) $15.44 monthly, not 4 charges and I want reimbursed $741.22 for the additional charges for the past 1.5 years that I have been trying to settle this. There is no real customer service assistance and according to reviews, other complaints, and blogs, this seems to be an ongoing issue with many. I informed them via email I would be making a complaint through BBB and if need be some kind of class action suit. I have other microsoft products I purchase with a yearly fee through my business with no issues, but If this is the way they treat customers, I will reconsider. I have been more than patient even during COVID.
Business Response
Date: 10/14/2022
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: 10/20/2022

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.
I have not received a phone call yet.

Sincerely,

*******************
Initial Complaint
Date:10/09/2022
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 purchased a Microsoft Surface RT 64 GB model (Serial #: ************* with ******************** keyboard case from Visions Electronics. The Surface and Windows RT were supposed to be supported until January 10, 2023 and its included Internet Explorer (IE) 11 web browser was supposed to function until June 15, 2022 (according to Microsoft's own advertised information). Unfortunately, the IE browser is unable to perform basic taskssuch as accessing my Gmail email, which makes it a health issue especially now that health providers are communicating via email due to COVID-19. The IE browser prompts me to download Microsoft Edge web browser, which Microsoft designed to upgrade from Microsoft Windows 7, 8, 8.1, and 10 (but not its own Windows RT). Yet, Microsoft made it freely available to non-Microsoft consumers using Apple MacOS/iOS and Android! The Surface RT is also unable to download ******** Chrome web browser. I previously contacted Microsoft for support assistance and a replacement new/current Microsoft Surface but was ignored, which obliges me to seek the BBB's assistance in resolving this matter.
Business Response
Date: 10/19/2022
Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface functionality 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 7009014620

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/20/2022

Complaint: 18188315

I am rejecting this response because ************ of Microsofts so-called escalations team wrote an email to me today, showed his lack of comprehension of the matter, dismissed the issue, and simply refused to support/assist me.

Sincerely,

*********************
Business Response
Date: 10/31/2022

Hi *********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface functionality issues We have seen that you already had a previous service request 7009014620
In which the agent stated as follows

Service Request 7009014620

Hi *****,

This is ***** with Microsoft Customer Support & Services. I hope youre doing well. I understand how frustrating this can be. I am here to help as best I can.

I am sorry to hear your Surface device is having problems. The only device registered to this account is a Surface 2. Coverage on this device has expired. Because this model has been discontinued, out of warranty support and service for such models is no longer available. There is no action we can take.

I can send this to our technical support team if you wish. Perhaps they can assist with restoring IE to your device.

If that is not the device in question, please provide the serial number for the device, and if possible, a clear image of the receipt of purchase to confirm the device.

Let me know how you wish to continue.

Thank you for your patience.

Sincerely,

************
Repair Escalation Advocate.

We stand for the advocates response. Surface 2 is now discontinued. If you wish to take your device to third party for repair, you can do it or visit Microsoft.com and get the up-to date Surfaces.

Sincerely
Microsoft Corporation
Customer Answer
Date: 11/04/2022

Complaint: 18188315

I am rejecting this response because Microsoft is misrepresenting the facts and its own website information indicates support for my product.
Microsoft needs to resolve this matter, through refund, partial refund, or replacement.
Sincerely,

*********************
Business Response
Date: 11/10/2022

Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface 2 incident. replacement request.
After further review, we found you had a previous service request ********** in which the agent stated as follows:

Hi *****,
This is ***** with Microsoft Customer Support & Services. I hope youre doing well. I understand how frustrating this can be. I am here to help as best I can.
I am sorry to hear your Surface device is having problems. The only device registered to this account is a Surface 2. Coverage on this device has expired. Because this model has been discontinued, out of warranty support and service for such models is no longer available. There is no action we can take.
I can send this to our technical support team if you wish. Perhaps they can assist with restoring IE to your device.
If that is not the device in question, please provide the serial number for the device, and if possible a clear image of the receipt of purchase to confirm the device.
Let me know how you wish to continue.
Thank you for your patience.

Sincerely,
************
Repair Escalation Advocate
Microsoft Customer Support & Services

We stand with the statement provided.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/17/2022

Complaint: 18188315

I am rejecting this response because the matter remains unresolved.

Sincerely,

*********************
Business Response
Date: 11/30/2022
Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface 2 incident. replacement request.
After further review, we found you had a previous service request ********** in which the agent stated as follows:

Hi *****,
This is ***** with Microsoft Customer Support & Services. I hope youre doing well. I understand how frustrating this can be. I am here to help as best I can.
I am sorry to hear your Surface device is having problems. The only device registered to this account is a Surface 2. Coverage on this device has expired. Because this model has been discontinued, out of warranty support and service for such models is no longer available. There is no action we can take.
I can send this to our technical support team if you wish. Perhaps they can assist with restoring IE to your device.
If that is not the device in question, please provide the serial number for the device, and if possible a clear image of the receipt of purchase to confirm the device.
Let me know how you wish to continue.
Thank you for your patience.

Sincerely,
************
Repair Escalation Advocate
Microsoft Customer Support & Services

We stand with the statement provided.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/30/2022

Complaint: 18188315

I am rejecting this response because Microsoft has an obligation to resolve the problem.

Sincerely,

*********************
Business Response
Date: 12/09/2022
Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface 2 incident. replacement request.
As stated by *****, find message below:

Hi *****,
This is ***** with Microsoft Customer Support & Services. I hope youre doing well. I understand how frustrating this can be. I am here to help as best I can.
I am sorry to hear your Surface device is having problems. The only device registered to this account is a Surface 2. Coverage on this device has expired. Because this model has been discontinued, out of warranty support and service for such models is no longer available. There is no action we can take.
I can send this to our technical support team if you wish. Perhaps they can assist with restoring IE to your device.
If that is not the device in question, please provide the serial number for the device, and if possible a clear image of the receipt of purchase to confirm the device.
Let me know how you wish to continue.

Thank you for your patience.

Sincerely,
************
Repair Escalation Advocate
Microsoft Customer Support & Services

We stand with the statement provided. We are sorry if that is not the response you were looking for.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/15/2022

Complaint: 18188315

I am rejecting this response because Microsoft must fulfil its obligations instead of shirking its responsibilities.

Sincerely,

*********************
Initial Complaint
Date:10/09/2022
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.
On October 9th Microsoft Microsoft 36 MSBILL INFO WA deducted $75.76 from my checking account. And when I tried to log onto my Microsoft account, it is as if there was so subscription or payment options available. I am concerned this is fraudulent behaviour and they are taking my money. This needs to be resolved by the company. I need to be refunded that exact amount they removed my account. And they need to cancel my subscription and payment method to not have access to my bank account. I am worried it is fraud behaviour since I can't find any purchases on my history and there is no explanation for taking my money. This needs to be handled as soon as possible. The email associated with the Microsoft account is ************************
Business Response
Date: 10/14/2022
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
Customer Answer
Date: 10/14/2022

Complaint: 18187684

I am rejecting this response because:
They arent helping me solve this issue. I dont want them to take anymore of my money so they need to cut off all ways to withdraw or Im going to hire an attorney. This is completely ridiculous and fraudulent behaviour. There is no way for me to cancel it myself I tried so many ways and nothing shows up. I have tried calling numbers with no response. This isnt good enough.
Sincerely,

*******************************
Business Response
Date: 10/21/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your BBB complaint, I have found that Relationship Manager ************ was able to issue the refund as one time exception for a total amount of:75.76 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
Customer Answer
Date: 10/27/2022

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:10/08/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft send a new surface to replace the problem one, but the new one couldnt connect to the *** while my iPhone SE could, it couldnt connect printer while my daughters Chromebook could, it also always disconnects the surface pen which those problems the previous device havent have. Its been back and forth with email but the problem couldnt solve again I have to contact the tech department to solve the problem it requested a huge amount of time since I experienced it before I send a service request through my Microsoft account but no response. I have to say Microsofts products continue to bring problems to me and add stress to my life since I work for school already very busy but Microsoft is not efficiently solving their products' problems. Its causing long-term stress starting to take apart causing my healthy problem! The problem never got solved the product just did not function.Nobody should pay usd1000 for dealing with these problems. I pay to have a good product to help me complete my work not waste my time and continue to play back-and-forth games. ***********************
Business Response
Date: 10/14/2022
Hello ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your defective Surface 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 7008866083

Sincerely,
Microsoft Corporation

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