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:10/07/2022
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.
Issue with Microsoft subscription services. System after signing up for trial description does not allow access to account. Contacted Microsoft a number of *********************** and never got a response. The company does not have a online customer support live person. Everything is automated.
Business Response
Date: 10/13/2022

Hello *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account 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 7008830891

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/15/2022

Complaint: 18181410

I am rejecting this response because: there are some errors in the report. Would like more than to be given a ticket number from Corporation. Again I am seeking to find the account using the debit card information listed on the account which I have been denied access too not an automated ticket number.

Sincerely,

*******************
Business Response
Date: 10/20/2022
Hello *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account issue. You will be contacted by a senior member of our Microsoft Team to work towards a resolution based on the previous service request that was created for it.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/07/2022
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 defender is reaching out to me via email with a customer ID and other identification number to say that my Microsoft subscription is going to be renewed at $459. I have reached out to them twice and when I ask questions and get to analytical they hang up. I feel like this is a scam and I do not want to get scammed out of money. And I feel like other people are going to.
Business Response
Date: 10/14/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows Defender scam emails. 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 7008859392.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/06/2022
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'm disputing a double payment of $****** for Microsoft 365 taken from me since 2020. I was unaware that Microsoft charged my card for Microsoft 365 twice. I called and spoke to the first representative name ******. I explained that I saw a charge for $****** taken on October 10.1.2022, but in my Microsoft, it stated I paid ****** on June 3rd, and my next payment is due June 3, 2023. ****** asked if I thought someone stole my information and created another Microsoft account. I said I don't know but can you check my other email ******************* so ****** did, and found another Microsoft account where the October 1st, 2022 payment came from. I explained to ************** was not aware of this, so he refunded the October payment and cancel that subscription, I asked about the other payment taken from me in October 2020 for $106.68, and he said because of policy I will not be able to get back that payment. So I request to speak to a Supervisor, ****** said, I can't speak to a Supervisor because they can't help you, they going to tell you the say thing I told you. So I requested corporate information, and ****** said he does not have that information. He continue to say I should have paid attention to what was taken out of my account, and I said I thought it was my son's Xbox live yearly subscription I was being charged for. ******, disconnected the call without providing me with a Supervisor or Corporate info I called back and spoke to the second representative Shusna. I immediately request to speak to a Supervisor, and she put in the request without any issues unlike ******, and she asked can a Supervisor call me back the next day, and I ask what time, and she said in the morning, and I said I won't be able to because I will be in training all day, so she put the request for a Supervisor to call me that night. I did not receive a call until today 10.6.2022 at 10:45 pm which is late. Spoke to ***** GH, did not help at all. He told me to cancel the subscripti
Business Response
Date: 10/11/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. We have reviewed your account, and regret to inform you that we will be unable to provide a refund for the transaction(s) in dispute as our records indicate that the purchase(s) occurred more than 90 days ago, and there is no record of contact regarding the charge(s) during that time frame.

We understand the frustration that can be involved with this specific issue; however, it is the account holder's responsibility to ensure that charges being incurred on their bank or credit card statements are valid.If they are not, the account holder will need to follow up with their financial institution in a timely manner to dispute the charges.

Additionally, it is each Microsoft member's responsibility to ensure that the Microsoft Services Agreement are read and understood before using or making payments on the service. The Microsoft Terms of Use specifically state:

Section 9.e Online Statement and Errors.

Microsoft will provide you with an online billing statement on the Microsoft account management website, where you can view and print your statement. This is the only billing statement that we provide. If we make an error on your bill, you must tell us within 90 days after the error first appears on your bill. We will then promptly investigate the charge. If you do not tell us within that time, you release us from all liability and claims of loss resulting from the error and we won't be required to correct the error or provide a refund. If Microsoft has identified a billing error, we will correct that error within 90 days.

If any other issues arise you may contact Microsoft Support and one of our support representatives will be happy to provide further assistance.

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/11/2022

Complaint: 18180250

I am rejecting this response because:

Sincerely,

***************************
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 further investigate this matter and work with you directly toward a resolution. Your new case number is 7008984440.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/28/2022

Complaint: 18180250

I am rejecting this response because: First I spoke to ******* last week, and she said she was going to send me an email to to get permission to look into my account because I was at work and I was not able to log on. She was supposed to email something to give her permission to access my accounts. I did not receive that email instead I received an email from ******* that she not able to give a refund. Then I get a phone call from ************************ and right off the back he states because it's past 90 days I'm not eligible for a refund, so I asked if I can get a credit because I did pay twice in 2021 which I wasn't aware this was happening. *********** said no because of the policy, and there is no one above him that can help. It's sad such a big company can just take people's hard earn money without even knowing the customers situation. It's bad if the customers doesn't call within a timeframe but it's okay for Microsoft robbed customers of their money. Two customer services representatives I dealt with was very *********************************, and the so call supervisor you disrespectfully called my phone at 10:45pm, and told me to cancel all my subscriptions from Microsoft.

Sincerely,

***************************
Business Response
Date: 11/07/2022
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After reviewing your complaint and recent service request SR ********** we see that our Tier 3 advocate *********** has been working with you on this issue. Agent *********** has informed you we are unable to provide a refund for the subscription charged back in June as it is outside of our eligible window. The previous subscription charge for your primary account was refunded in full by the previous advocate who had assisted you. So, theres no further action our agent can take on this case.
We understand this is not the resolution you had hoped for by we stand by the resolution provided by advocate ***********************
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/06/2022
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 purchased Microsoft Office 2013 approximately 8 years ago and installed it on my computer. It has worked well over the years. On October 4th, 2022 while trying to speed up my computer, I ran a Microsoft Repair tool. This repair tool revoked my access to the software I purchased. Microsoft says the only way to resolve the issue is for me to come up with the key card I purchased 8 years ago. I do not have it. Haven't needed it the entire time I have had the software. They now want me to purchase new software. I just want the software to work that I purchased.
Business Response
Date: 10/11/2022
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: 10/11/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution, if completed as stated, is satisfactory to me.

Sincerely,

*****************
Initial Complaint
Date:10/06/2022
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 have attempted to resolve this dispute with Microsoft and PayPal. I have been denied by both businesses to acknowledge that this is an unauthorized transaction. I have provided proof, and I did not link an old PayPal email address to provide payment to Microsoft. I found where it said that Microsoft 365 was purchased on October 3, 2022, and it was then charged to my PayPal account on October 6, 2022. I opened a dispute with PayPal as soon as I realized that the unauthorized transaction had not cleared my bank account yet, they denied my request because they said Based on our review, we found this transaction is consistent with your PayPal history. This transaction shouldve been flagged due to not having my proper email address that is linked to my PayPal account. Heres the transaction information: Subscription: Microsoft 365 Family Order Number: e44a1892-5e0d-44d0-b8a8-2c8e038d22d7 Plan Price: USD ***** plus applicable taxes/1 year Renewal Date: October 6, 2023 This is the information that I received from Microsoft at 2:10 & 2:12 PM today. PayPal sent me this information at 3:39 AM today:Transaction ID ***************** Transaction date Oct 6, 2022 03:19:18 EDT Invoice ID ********************************** website says that since they collected payment now (earlier today I saw that it hadnt went through and screenshot where it said yesterday was the last day of service that I didnt have), they will not issue a refund. I wasnt notified prior of any fees, nor did I have the opportunity to try and resolve this prior to PayPal accepting a request for payment from my old email address. Theres so many red flags and no one will help with this issue. Could you please help? Thank you for your time.
Business Response
Date: 10/13/2022
Hi ***********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your purchase incident of the Microsoft subscription. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 7008830089

Sincerely,
Microsoft Corporation

Customer Answer
Date: 10/14/2022

Complaint: 18177843

I am rejecting this response because: it says that there is going to be an investigation. It doesnt state that I have a final response. Because of this transaction, I had to contact PayPal and spend extra time disputing the charges, contact Microsoft disputing the charges, and also spent over an hour on the phone with my bank trying to prevent any extra fraudulent charges. This all takes time and causes unnecessary stress and frustration.

Sincerely,

***********************
Business Response
Date: 10/25/2022

Hello ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding purchase incident.
After further review, we found an existing case 7008830089
Please get in contact with ****** for further assistance.
Statement:
Service Request 7008830089
Hello ******,
My name is ****** with Microsoft ******** Services. I would like to follow up on the e-mail sent on 10/21/2022.
Please respond to this message with a date and time which would be best to reach you. Im available Monday through Friday from 9am to 2pm CST.
Sincerely,
****************
Microsoft ******** Support & Service
Monday - Friday 9am to 5pm CST
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/31/2022

Complaint: 18177843

I am rejecting this response because:
I was notified by Microsoft (******) via email that he had closed the case on 10/25/2022. I am unavailable for calls and was more than happy to assist with any questions via email (my outlook email that Im sure he can verify if he truly works for Microsoft). In one phone message he called me ********, I dont know who ******** is and last I checked my name is clearly ******. I dont understand why it is taking this long to figure out that the charges shouldnt have been made and that it clearly shows that an old email address was used. If ****** closed the case, shouldnt they have sent a check to the address thats consistent with my access and is the same address that was used for this claim? I also feel more comfortable, considering I feel that I was scammed, in using the BBB platform for communication. Thank you for your time and help.

Sincerely,

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

Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau your charge issues. We have seen that you already had a previous service request **********
In which several attempts were made to contact but we never heard back from you.

Feel free to reply on case number # ********** for further assistance.

Sincerely.
Microsoft Corporation
Customer Answer
Date: 11/14/2022

Complaint: 18177843

I am rejecting this response because:
I replied to the email from ****** 10/20/2022, which I am supplying supporting information from Microsoft to me, then me to Microsoft, and then the email response saying that they closed the case. I offered to provide information via email and didnt hear anything back until the case was closed 10/25/2022. They waited 5 days after I replied, didnt send for anything further, and then case closed. This is why I dont accept the communication. Sorry if my explanation is repetitive. The information on my Microsoft account is accurate as far as name and address go. So if they are looking for verification of that information, I ************* it. Thank you so much for your time and help.
Sincerely,

***********************
Business Response
Date: 11/23/2022
Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your charge issues. We have seen that you already had a previous service request **********

We have reached out the owner of the case in question and asked for a call back or an email to contact you again to work towards a resolution.
Feel free to send another email on case number # ********** in case you do not receive a response in the next 24 hours. If you do not receive any response, please reach out to us again and we will be creating another case for further assistance.

Sincerely.
Microsoft Corporation
Customer Answer
Date: 11/23/2022

Complaint: 18177843

I am rejecting this response because: Ive given sufficient information to get this resolved. Microsoft keeps using the excuse that they are in contact with me, they are not. A check should be issued for the unauthorized charge that was completed. Thats the result that Im requesting. Thank you so much for your time and help.

Sincerely,

***********************
Business Response
Date: 12/06/2022
Hi ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your purchase incident. Based on the previous Service request
********** there is not any response from your end.

Would you be so kind to let us know any email in which we can reach you out to help you further?
After receiving your response, we will create a new case for further assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/12/2022

Complaint: 18177843

I am rejecting this response because:they have all of my information and are requesting that I provide my email address to them once again. I am not willing to put my email address out there for public viewing. I have a Microsoft account and all of my information is correct. I did see however, that in my email account, Outlook/Microsoft allowed access to two individuals who used my email address for fraudulent activity. There were two masculine names of individuals listed within my email account. Any transactions that they did shouldve been flagged and I shouldve been notified. I was not though. I have since deleted the two individuals and requested to be removed from lists that they had signed up to follow. I dont know who these people are, they are not anyone that Im affiliated with, and have to wonder if they are affiliated with the Microsoft company considering this wasnt flagged. As soon as I made it apparent that this transaction had happened under my old account information, and it was obviously not me, there shouldve been a check issued to my name and address on my account with the reason being it was fraudulent activity. Instead the company is saying that they dont know the proper information for me even after I have had the account for over 20 years. This is truly disappointing and goes to show what kind of business this is.

Sincerely,

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

Hello ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unauthorized charges issue. 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: 18177843

I am rejecting this response because: there is still no resolution from Microsoft. As soon as there is resolution, then there will be no need for an open claim. Thank you for your time and help.

Sincerely,

***********************
Business Response
Date: 01/19/2023
Hi ******
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your unauthorized charges. After further review, based case number is 7010971128
We found you were contacted but you did not wish to cooperate for the investigation.
If you need further assistance, feel free to contact back the agent who contacted you by replying to the email you received case ID **********

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/19/2023

Complaint: 18177843

I am rejecting this response because: I was contacted by Microsoft and attempted to be helpful when they said what they were contacting me for. The second response from me when I said that I needed more information to be able to be helpful- said that it was for Microsoft Technical Support- not for the BBB case. So I sent that email in a state of confusion. I didnt refuse to be helpful, I just needed clarification. The voicemail that I am referring to said that it was technical support as well and not associated with the BBB case. The phone call felt like a telemarketer trying to phish for information and they NEVER called me back so that I could ask them questions as to what it regarded. If an individual tries to call them and make contact, you simply cant get through. If you try to get support through their messaging service, it has always said that ALL technicians are currently busy and to try again later. I have provided documentation, I have responded to emails, and I have done EVERYTHING in my power to be helpful and compliant to their requests.

Sincerely,

***********************
Business Response
Date: 01/25/2023
Hi ******
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your unauthorized charges. After further review, based case number is 7010971128
As suggested, If you need further assistance, feel free to contact back the agent who contacted you by replying to the email you received case ID **********

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/30/2023

Complaint: 18177843

I am rejecting this response because:
There has been absolutely no change in the case, I contacted Microsoft and supplied proof of emails with no response, and this has been going on far too long. Microsoft has my information validated by me, and they refuse to refund for unauthorized charges. Unfortunately Im not the only person that this happened to considering the voicemails that I received from them in which they were trying to talk to other people about the same situation but called the wrong number- mine. Theres absolutely no reason that I havent been issued a refund check other than they just hope that I will drop it or forget about it. I wouldnt advise others to give Microsoft any financial information for them to use or gain access to. Im still waiting on a refund check to be issued in a timely manner. Thank you for your time.
Sincerely,

***********************
Initial Complaint
Date:10/06/2022
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.
Purchased a Microsoft Office for my laptop with a trail of 30-day with the amount to be charged a month from the date of subscription. My laptop is physically with **** due to an issue, I am going on to three weeks now trying to speak to a live person from Microsoft to no avail. Subsequently, I called by creditor to cancel the charge prior to the due date. I was told consumers call for this exact issue - I was issued a new card and I am still unable to speak to a representative from Microsoft. The phone prompts the caller to the website and if the incorrect key is pressed, you will hear a "goodbye" from a recording. This is extremely frustrating.
Business Response
Date: 10/11/2022
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 7008779267.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/06/2022
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 took money out of my account for a product that I did not order. I have tried several times to contact them, however they just have automated answers that send you to online support. Once there they want you to sign in to an account. I signed in to the account and was able to remove the unauthorized service but was not able to reach someone to get my money back for the unauthorized service. I want them to return my money for the service that I did not order.
Business Response
Date: 10/14/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unauthorized charge. 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 7008858952.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/06/2022
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 have 1 subscription that I am automatically billed $7.48 on the 1st of each month. This month there were 2 charges for $7.48. One on the 1st the other on the 2nd. I have verified with Microsoft that I only have 1 subscription. I have requested a refund of the. I was told they will not refund me even after submitting bank records to show that I have 2 charges.
Business Response
Date: 10/11/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. We are unable to verify your account or locate a service request associated with the information provided in your claim. For me to assist you on this and investigate these charges I will need you to please provide me the payment instrument information where these charges are coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charges and a valid bank statement, where we can see that the charges are coming from Microsoft.

If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.

If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/06/2022
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.
Microsoft 365 Family Order Number: 7f282eea-59eb-41f9-8839-d94c051d4a4e Plan Price: USD ***** plus applicable taxes/1 year Renewal Date: October 2, 2023 I did not authorize this transaction, and I have not used the product nor intend to use it. I am simply requesting a full refund, in lieu of, having my credit card company initiate a charge back on the unauthorized purchase.
Business Response
Date: 10/11/2022
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request We are unable to verify your account or locate a service request associated with the information provided in your claim. For me to assist you on this and investigate these charges I will need you to please provide me the payment instrument information where these charges are coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charges and the bank statement, where we can see that the charges are coming from Microsoft.

If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.

If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/05/2022
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.
OneDrive is a terrible service with no customer service, and they violate the law in **********. I requested documents from chat support and to show that I agreed to auto-renewal services for the family subscription to Microsoft 365. I also requested documentation showing that I received a notice from Microsoft ***** days in advance that confirmed auto-renewal (per state law in **********). They were not able to provide either. I never agreed to auto-renewal, and I never received an email indicating that it was being renewed. In addition, I contacted them within 30 business days of the renewal, yet they are denying my request for a refund -- also denying my request for a partial refund even though I do not plan to use the service for the next 11 months. The renewal was automatically billed (without my permission) on 9/1/22, and 10/1 was on a Saturday. I cancelled the following business day, 10/3, and they refused to honor the refund request. They won't even give a partial refund for the remaining 11 months that I do not plan to use. In their terms and conditions, there is NO mention of calendar days vs. business days, in fact, they reference business days in certain parts of the terms. You can also see that I have been disappointed in the product for some time and began deleting files off of my account several months ago, but was unable to do so quickly because of the 100gb downlaod limit. Thus, I was stuck with 365 even longer than I wanted to be, because their design flaw held my files hostage. If they do not resolve this matter I will be seeking legal action.
Business Response
Date: 10/13/2022

Hello *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account and refund request 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 7008829351

Sincerely,
Microsoft Corporation.

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