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

5,232 total complaints in the last 3 years.
2,094 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:10/01/2022
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 made a purchase for 50$ gift card and was given on a region that does not exist within their supported regions and so I have paid for something I cant use and not even a refund can be made.
Business Response
Date: 10/07/2022
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:10/01/2022
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.
My Xbox account was hacked I changed passwords. Contacted the ea help and Microsoft help. Nobody helped. I lost $2000 worth of played. *** spent $60 on my account with my credit card
Business Response
Date: 10/07/2022

Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charges issue and account incident. We are unable to verify or locate a service request associated with the information provided in your claim.
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 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: 10/07/2022

Complaint: 18154245

I am rejecting this response because:

Sincerely,

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

I am not sure what a service request number is? I called and spoke to someone on the phone. I have emailed you. Feel free to reach out to my email privately if needed. My email kid also associate with my gamertag where the fraud occurred.
Initial Complaint
Date:10/01/2022
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.
Have been trying to figure this out for over 2 hours. Bad experience with support. Tried to get me off the phone and told me to call back and request someone "on site". When I asked if he had the ability told me no. Why would someone else have the ability that is working from home? He claimed I logged into the account in Jan of this year so I am "active". I dont game. Havent gamed in about 10 years. Would like a refund for 9 months worth of billing starting in January and ending now.
Business Response
Date: 10/10/2022
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 7008733138.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/01/2022
Type:Order 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.
Three of keys on my wireless Surface Ergonomic Keyboard stopped working. To begin with it was hard to contact the correct support . It is still under warranty on my account *********************** Spending 3 hours on phone on separate tries and being passed around to 6 different depts, I was finally able to create case **********. The person I was talking to send me the wrong wired keyboard. I created another case ********** and the person there was not able to help me either . At this time I am requesting a gift card or replacement of my my original keyboard.
Business Response
Date: 10/06/2022
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:09/30/2022
Type:Sales and Advertising 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.
Please fix my business account!!! I cannot get my email for my business. You are holding my business hostage and it is all your customer services fault!
Business Response
Date: 10/07/2022

Hello ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding business account access issues. A senior member of our Microsoft commercial Team will start an investigation related to this matter and contact you directly to work towards a resolution. You will be contacted in the next ***** hours.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/30/2022
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 have been having a charge coming off my cash app card may 14, 2021: *****, June 19, 2021: *****; July 17, 2021: *****, September 17, 2021 ***** September 30, 2022 pending charge of *****. i have tried contacting the Xbox company because they have tried to get the amount off starting September 14 2021 and because i don't recognize what the charge is because i do not have an xbox, don't play games on my phone, tablet, laptop or tv...I have been trying to contact the company by phone, and online to discuss the matter with no success. They advertise a phone number online but when you call that number they give you a web page, when you enter that they want you to provide credit card information (you see why i have a problem with that) I need an advocate. At my **** end don't know what else to do.
Business Response
Date: 10/05/2022
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 7008580512

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/30/2022
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 account has been hacked. I contacted the customer services, they said it was obviously hacked, transfered me to recovery. Recovery just ghosted me. They are not giving my account back. They prefer to believe that at 9 oclock one morning, i changed country, my email adress, all my passwords and consoles. And, whie i changed name, someone living at my old adress is wrongfully complaining about being hacked. Because they have the serial number of the consoles associated with the account still using the same ip with a new account. And, i still have the account linked to my console with the old informations, proving that this account was on my console. They could easily stop the hacking, but they refuse, they are complicit in it.
Business Response
Date: 10/07/2022
Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your compromised account 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 7008650578

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/29/2022
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.
we ordered an xbox from this provider and it was claimed to have been delivered on 8/19/2022. But the xbox was signed by the name ******* which is no one who lives at my address. ***** also has no images to prove it was ever placed on my porch. I have also found out there was someone on base that day who passed through the gate named ******* who was a mover working just down the steeet from my house. its obvious what happened here. Microsoft claimed they opened a claim with ***** and my claim was denied(***** denies there ever being a claim. i asked Microsoft to again provide more information to myself and ***** to resolve this. this is unacceptable business and im going to tell everyone not to get involved with them as a purchaser. They have been giving me the run around for too long now and I need a resolution to my $500 item that I have never had in my possession. Horrible horrible service. Refund me and make it right.
Business Response
Date: 10/07/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7008643863.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/28/2022
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 banned my Xbox account 9/27/22 without telling me why but said I could appeal. Without knowing what I was accused of, I submitted a general appeal. Later that day, someone from the Enforcement Team replied and said I violated the Terms of Service by cheating to earn my achievements. This is inaccurate as I have never cheated in any game and all my achievements I earned. I have been on Xbox Live for 14 years and my gamerscore is over *******. I worked hard to get my gamerscore and have never been banned during my 14 years subscription. I replied that their information was inaccurate and asked them to reconsider especially since they have never spoken with me before permanently banning me but have not received a reply. It is unfair that not once during their investigation did they speak with me before deciding I should be permanently banned for something I did not even do. Youll notice in the screenshot it says repeated violations can lead to a permanent ban but I have never once been suspended and received a permanent ban anyway. I attempted to appeal, and my appeal was denied; again without speaking to me and only going off the generic case review I had to submit because I no details
Business Response
Date: 10/07/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Banned 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 7008640596.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and look forward to hearing from them regarding this matter.

Sincerely,

*****************************
Customer Answer
Date: 10/11/2022
Good afternoon,

Can you please reopen case 18143690? It was closed accidentally. My attempt was to reply to the email and confirm Id see the message since there is verbiage in the message stating if the BBB did not receive a reply the case would be closed. Microsoft still has not resolved my case and still has not contacted my in two business days like they said they would.

Thank you

Business Response
Date: 10/17/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case number **********, we see that our agent was in contact with you on October 15th, please continue to work with him towards a resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/28/2022
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.
My Xbox Series X was lost during delivery, and Microsoft Store Support refused to refund me ****** USD.Let me brief the timeline,Aug 26, I ordered an Xbox Series X with Microsoft Complete on Microsoft Store with my Microsoft account balance Aug 31, I found some scratches on the new Xbox, so I contacted support for replacement.Sep 14, Microsoft confirmed they received my scratched Xbox, and send out the replacement on the same day.Sep 14, The replacement was delivering by Javelin Logistics for same day delivery. The tracking site showed that it was delivered around 10PM, and signed by "***" ("***" is my name on the shipping label). However, I didn't see nor sign the package.Sep 15, I called Microsoft Store Support immediately at business hour about lost package saying that I didn't receive it nor sign the package, and asked for refund.Sep 20, Microsoft Store Support replied me that since the package came with proof of delivery, and it was signed by "***" (my name on shipping label), they won't refund me.Sep 20, I called immediately to Microsoft to deny the signature, and asked to BAN the stolen console.Sep 21, My apartment manager confirmed that the security cameras captured a delivery car parked in the driveway, and left in a few minutes. But the delivery guy didn't enter the building.Sep 21, I called Microsoft Store Support again saying that I have strong evidence of the package not being delivered to me. The support in the phone said he saw the case was closed, and he was following with that. The support promised he would call me back after 10 to 15 minutes. However, I never got a call back.In short,- Microsoft lost my Xbox replacement during delivery.- I have security camera clip showing that it was not delivered.- Microsoft refused to refund me ****** USD because it shown as "delivered"- After multiple contacts, they were not resolving my case.
Business Response
Date: 10/06/2022
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 **********.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2022

Complaint: ********

I am rejecting this response because:
I have been waiting since last Thursday to be contacted by Microsoft. It has been 3.5 business days, and no one has ever reached out to me.

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 complaint and recent service request (SR ***************** we see that a FT4 Specialist ************ contacted you regarding your grievance last communication on October 21st with the following resolution: "I am currently in communication with additional teams regarding the status of the investigation, and I am currently pending more information. I do not have new information available at this time, but I am monitoring the situation closely in order to provide an update as soon as possible. If you have any questions,please feel free to contact us."

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/28/2022

Complaint: ********

I am rejecting this response because:

The case was immediately closed after they said they won't refund, as well as the communication channel, without my confirmation. Microsoft keeps saying that someone signed my name for the package, so they won't refund me.
- I denied my signature immediately in the business hour the package got stolen. The forged signature won't match any of my signature.
- I sent Microsoft my apartment security camera video clips, which clearly shows that the driver did not deliver the package. However, Microsoft completely ignored the video clip. Microsoft believes the only stupid evidence they have -- a fake signature.
- If any signature is valid, should I sign "*******************" on a letter asking Microsoft to refund me? It is ridiculous! I already proved that the package was not deliver with video clip.
- Microsoft's customer service, ******************** so-called investigation are jokes. Any fake signature is able to fool the company.
- I would get my money back on Small Claims Court -- let the court teach Microsoft Support team what is real evidence.

*********************
Business Response
Date: 11/04/2022
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 ***********
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/29/2022
I am rejecting this response because:

The Microsoft support case ********** was closed again without my consent, as well as the communication channel. Even though I have received the replacement, however, I need a answer about the activation date on the replacement device.

- As the communication channel Microsoft support case ********** was closed, so I can only follow-up with Microsoft on BBB.

- The Xbox console (serial number ************* I received on Nov 2022 was activated back on July 2022. I am looking for an explanation from the Microsoft repair/hardware team why this is the case, and whether this console is new or refurbished/used.
Business Response
Date: 12/13/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox replacement. We apologize for all the inconveniences you have experienced so far, we opened a new case for 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

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