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Computer Software Developers

Microsoft

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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.
2,085 complaints closed in the last 12 months.

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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:09/22/2022
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 discovered for over 18months Microsoft fortnite crew Description Microsoft*Fortnite Cre *********** WA has been charging my bank account under an unauthorized subscription in the amount of $13.05. Total of estimate $268 I attempt to resolve this matter via telephone **************** but I receive long way time and was unable to Verify the account. However, it was my bank account that was used to fund this unauthorized operation
Business Response
Date: 09/26/2022
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 7008232948.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/26/2022

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 want the case to remain open until we have resolved it.

Sincerely,

***********************************
Customer Answer
Date: 10/18/2022
I am a victim of fraud never had an Microsoft Fortniite account nor have I ever played Fortnite. Since December 2021 I have been charged $13.05 every month and was unaware until early this year . It took Microsoft estimate 4 months to identify where the charges was coming from (cause I do have my computer programs which are approved being paid from my credit card) once they identify the fraudulent charges they just issue an apology and refused to return my money. They was able to identify it was not my account but refuse to issue my money. I am seeking full reimbursement for all unauthorized chargers $391.
Business Response
Date: 10/25/2022
Dear ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. After reviewing your complaint and recent service request (**********) we see that Relationship Manager ****** has been working with you on this issue. ****** emailed you on October 25th with responses to your questions.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/26/2022
Complaint: 18243996

I am rejecting this response because: I still am unable to retrieve $196

Sincerely,

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

Hi ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau your refund request. We have seen that you already had a previous service request 7009259526
The agent stated as follows:
Hi ***********,

I regret to inform you that I am unable to provide a refund for your disputed transactions. If any other issues arise you may contact Customer 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 I appreciate your understanding and patience while this problem was investigated.

Sincerely,
Kia J.
Support advocate
Microsoft Customer Support

We stand with her response.
Sincerely.
Microsoft Corporation
Customer Answer
Date: 11/10/2022

Complaint: 18061538

I am rejecting this response because:
Will escalate complaint . Thank all partiers for their assistance.
Sincerely,

***********************************
Initial Complaint
Date:09/22/2022
Type:Product 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 previously purchased Office Professional Plus through the Microsoft Home Use Program. In June, I ran a repair on the computer it was installed on, and have been unable to open any of the Office apps ever since. When I try to use any of the products now, it prompts me for my Product Key, which I do not have.I do have the confirmation email that Microsoft sent directly to my personal email address on 2/3/18. It has a link that I'm supposed to be able to use to access my order history, but the link does not work. The confirmation # is 846152361.I have chatted with Microsoft Support 3 separate times about this issue. The first two times, they gave me a link to have my order history / link to my Product Key sent to me. I tried using my personal email address and my work email address (I still work for the same employer as I did when I made the purchase). Both times, I did not receive a new email with the link to access my Product Key, so I reached out again.The 3rd agent that I spoke to stayed in touch via email for a while and promised that he would contact me as soon as he got an update from the Home Use Program team. I have reached out for updates numerous times since I last heard from him, and he just doesn't respond. It's ridiculous that Microsoft can't look up my Product Key with either of my email addresses or the confirmation number. The 1st time I chatted with support was on 6/28/22 (Case #**********). The 2nd time I chatted with support was on 7/1/22 (Case #**********). The 3rd time I chatted with support (*****) was on 7/8/22 (Case #**********). I have been trying to get help with this for nearly 3 months now. I want what I paid for, and nobody is willing to help.
Business Response
Date: 09/26/2022
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 7008238572.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/01/2022

Complaint: 18060614

I am rejecting this response because: I received an email from Microsoft on Monday 9/26/22 indicating that a support request was opened on my behalf and that a senior advocate would contact me within two business days. Nobody has contacted me.

Sincerely,

***************************
Business Response
Date: 10/07/2022
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 Accounts &Billing Support Advocate ****** contacted you regarding your grievance last communication on October 6th with the following resolution: "I attempted to contact the customer by telephone, but I was unable to reach her and left a voice message. As a one time curtesy, a new Product Key will be generated for Office Professional. I sent the customer an email confirming the statement I made on the voicemail about this, and asked her to please confirm the email address that will be used as the *** that will be associated with the new product key. "

Please follow the steps he requested by phone.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/15/2022

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:09/21/2022
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.
My complain against Xbox/microsoft is that I made a purchase of $99.99 for the new Madden 23 game, however I would like to cancel this game and receive a refund. Xbox/Microsoft refuse to allow me to cancel this game and receive my refund, because they do not do refunds for digital purchases. This however was not made clear before purchase. On their refund policy, they only state that refunds are possible so long as the purchase was within 14 days, and the game did not have a high accumulation of usage. Xbox/Microsoft only state this refund policy and not the former, but still refuse to give me my refund, though I meet the criteria for their only stated refund policy
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 7008387111.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/21/2022
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 son bought a game for $60 and then found out that to play with his friends online he has to pay another $120 a year. I have tried several times to contact PlayStation customer service but it is almost impossible. Apparently they have tones of issues to deal with either by phone or even online chat. I find this so ridiculous and a rip-off of customers if you charge people and we can not even talk to them. My son has been crying since he found out and this is worth a lot than than money for me as a parent.I put my credit card in his account so that he can buy after permission, but I guess I have to watch this or even deal with a better company. I would like to get a refund of the $60 and apology to my son from ******************* himself for disappointing my son.
Business Response
Date: 09/26/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please know that the purpose of this channel is meant for Microsoft Accounts & Billing, devices, and technical issues only, if you considered that the issue is related to Xbox Platform, please provide the email address used for the purchase, the name of the game in question and if possible, the Gamer Tag for further assistance and investigation of this matter.

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/26/2022

The email address is ***********************
my phone number is ************

Sincerely,

*********************
Business Response
Date: 09/29/2022
Dear *********************

Thank you for your response. For me to assist you on this and investigate this charge I will need you to please provide me the payment instrument information where this charge is coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charge and a valid bank statement, where we can see that the charge is coming from Microsoft.
Please feel free to reply to this message if you have additional information about this matter, to provide me to continue working toward a resolution, thanks for your patience.

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:09/21/2022
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.
Purchased an Xbox series X back in January 2022. As of July have been experiencing issues playing Madden22/23 as it will crash consistently taking me back to the dashboard screen. Have spoke to multiple reps who have had me troubleshoot the issue multiple times to no resolve. When calling in to ask about other options I'm asked to do the same troubleshooting steps as before. Would like issue resolved due to the inconvenience of purchasing and owning a game I am unable to play.
Business Response
Date: 09/28/2022
Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your defective game and refund request. We have seen that you already had a previous service request 7006941312
After further review, we found this was processed on August 17th and appeared as refunded
3961dea3-d2b4-4d03-8732-a983d4af9f4c | 3961dea3-d2b4-4d03-8732-a983d4af9f4c
In case you need further assistance please feel free to call our Hotline:************** for assistance or Microsoft.com
Sincerely
Microsoft Corporation
Initial Complaint
Date:09/21/2022
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 Order number ********** I have paid to Microsoft $340 to fix or replace defective Microsoft Surface laptop that I purchased year ago. I have sent defective laptop to Microsoft on 3/18/2022. Microsoft sent me back the same Microsoft Surface laptop with the same issue and defect. The problem wasn't't fixed. I contacted Microsoft and they told me to ship it back to them and they promise to send me the replacement another Surface. I shipped back to Microsoft and they shipped me back the same broken Surface Pro again. This happened 3 times. At the end I still have the defective/broken Microsoft Surface laptop that is not even starting up. I keep emailing and calling Microsoft but no one returns my calls or emails anymore since they have closed the case. Order number ********** and Service Request#: **********
Business Response
Date: 09/26/2022
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 7008238259.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/20/2022
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 bought a Microsoft Laptop 3 in 2020 with 2 years warranty with a total price of $1348.99. I submitted a liquid damage repair with a price of $49 on 9/1/2022 and receive my first replacement. The first replaced laptop has power issue, it cannot be charged. And then I contact Microsoft support team for help. They sent me a second laptop with auto-restart issue. The laptop will reboot without warning every 15 minutes. From warranty ****************** it says When replacing the unit, Microsoft may use either the same unit model or, if unavailable, the model nearest to the original models form, functionality, and performance, in Microsofts sole discretion.. I dont the warranty service works and I am requesting for a fully refund.
Business Response
Date: 09/26/2022
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 7008237954.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/20/2022
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.
August 18 saw a $5.36 charge. It wasn't until September 19 that I saw 27 distinct charges from Microsoft Xbox ******* had been made to my bank account. The Microsoft representative I spoke to over the phone stated that they were unable to help me since I did not have an email that was stored in their system. I asked to speak with a manager and was told she was busy and couldn't be reached on the phone, which made me think it was a call center. When I asked for a callback, they said it would take up to 48 hours. I tried calling various numbers, but all I get is a computer. The total amount taken was just $144.72, which is not much, but the idea of being charged for something I didn't authorize or buy should have been addressed by Microsoft. However, I believe that Xbox ******* is so large that they can make fraudulent charges and do nothing about it.
Business Response
Date: 09/29/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Billing adjustment. 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 7008345882.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/20/2022
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 Office was expired on my computer and I registered for 2021. When I registered, I put in my email address but it defaulted to an old email which I don't know or use. My son and I made several attempts to contact Microsoft and they informed me that I needed a receipt but it was sent to the defaulted email. The payment was taken out of my checking account on 6/01/2021.I had given up BUT another payment from Microsoft was taken out again on 6/02/2022 (same account). You cannot reach Microsoft by phone, the chat is handled by a robot and I sent an email to the headquarters on 9/05. Unfortunately I have received a response.If you send me an email address I can forward you the copies of the email plus copies of the payments that submitted. Not only would I like a refund but they need to stop the recurring payment.Thank you,
Business Response
Date: 09/27/2022
Hello ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft office subscription and billing incident A senior member of our Microsoft Billing Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008272505

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/06/2022
I did receive a reply from Microsoft and they are working on it but it still has not been resolved.

I will reach out regarding the results.

Thank you - ***********************;
Business Response
Date: 10/14/2022

Hi ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Billing incident and refund request. We have seen that you already had a previous service request 7008272505
In which the agent stated as follows:

Service Request: 7008272505
Hello ******,
This is ******* again, with Microsoft ******** Support. I would like to thank you for taking the time to contact us in regard to your Microsoft account.
I 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 30 days ago, and there is no record of contact regarding the charge(s) during that time frame. I was able to turn off the auto renew therefore you will no longer get charged.
I 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, account holder will need to follow up with their financial institution in a timely manner to dispute the charges.
Sincerely,

******************
******** Services Support Agent

We stand for the representatives response.

Sincerely
Microsoft Corporation
Customer Answer
Date: 10/21/2022

Complaint: 18052250

I am rejecting this response because: I was not able to reach customer service, either by phone or chat. I sent an email to headquarters and they didn't respond. My son, *******, also attempted to contact customer service numerous times.

Attached is the email sent to the only headquarters information that was available.

Sincerely,

***********************
Initial Complaint
Date:09/20/2022
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.
This is regarding case# ****************.We opened the case two weeks ago and Microsoft is struggling or unwilling to answer our questions. ************************************** provided vague information that doesn't answer our question on 9/15/2022. i then tried getting clarifications and he just got the case reassigned to ******************************* who was very aggressive.Although everything happened on their end (ie: office 365 cloud) he wanted to check our on-**** devices with no reason and he wasn't willing to go over the questions I asked to **************************************.
Business Response
Date: 09/27/2022
Hello ***************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft your incident. A senior member of our commercial technical Microsoft Support Team will start an investigation related to this matter and contact you directly in the next 24 hours to work toward a resolution.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/04/2023
This is regarding Case #:34447515. Henoc for some reason isn't willing to escalate the issue. I have requested for the escalation multiple times. The issue is that ***** is just copying and pasting sentences from Microsoft URLs while ignoring many of my questions. I'm unable to pretend like he answered my questions and go away.
Business Response
Date: 01/12/2023
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 11199477.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/13/2023
Complaint: 18686711

I am rejecting this response because:

I'd like to get connected to someone that understands your own product.

Sincerely,

***************
Business Response
Date: 01/24/2023
Hello ***************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your incident
And based on the information it was requested to address your issues by the proper technical team, in case you are still with no response to your questions let us know to investigate further and create a new case if required for assistance.

Sincerely,
Microsoft Corporation.

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