Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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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:09/17/2022

  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.

  On September 16th 20 2022 at 8:59 am my bank account notified me of a charge to my account from Xbox for $11.75. I contacted Xbox customer support about the unknown charge and told them I did not make this purchase. We chatted for a little bit and the customer support representative and he stated that since the charge was still pending they couldn't figure it out and give me back the money until the charge was no longer pending. Today September 17th the charge cleared so I contacted them again for them to argue with me stating they didn't see the charge on my account. I sent them the screen shot and they said they would have someone call me back about the issue because the lady was working from home and she couldn't get my whole debit card number to verify it. I have yet to hear from them and it's frustrating because I feel like now they are just trying to not give me back the money they charged on my card. I just want this resolved immediately and the money they charged my bank to be put back.

  Business Response

  Date: 09/23/2022

  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 7008140794.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/17/2022

  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 Xbox account was wrongfully suspended for 8 days. Reason for suspension: Gamerpic My gamerpic is a selfie of myself (19 years old) wearing a rainbow PRIDE mask. I have had my Microsoft account for over 10 years and spent thousands of dollars over those years. I would like my account reinstated with an apology. If you cannot reinstate my account then I would a full refund for everything I have ever spent money on and I will close the account thereafter. If this cannot be fixed I will be moving to **************** permanently. Attached you will find valid proof of everything including the DENIAL to my appeal. You will also find the original photo of my Gamerpic.

  Business Response

  Date: 09/23/2022

  Hi *******

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

  After further review of your account ********************* we found the suspension has ended

  Date:Sep 20, 2022 7:25:25 PM

  We are sorry for the inconvenience that it may have caused you.

  For future issues, feel free to visit Microsoft.com

  Sincerely
  Microsoft Corporation 

• Initial Complaint

  Date:09/16/2022

  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.

  Case *************************** I purchased a Microsoft surface pro seven tablet on 06/08/2021 for $1,059.99 at Best Buy in ************, **. The device has massive recurring technical issues since the purchase. The Windows Hello feature randomly stops facial recognition and hijacks the camera from operating properly in other programs. At times, I am in the middle of a virtual meeting, and without warning, the camera will stop operating as the Windows Hello function seems to corrupt the camera and takes precedence. Following this, the device turns off and restarts. I have become increasingly more frustrated with this issue as time goes on as the unreliability of the device creates a massive disruption to my workflow. I have contacted Microsoft support numerous times and spent hours following instructions and troubleshooting guidance. Microsoft technical support has only provided temporary fixes, as the issue is still ongoing. After spending hours on the phone, I was finally told that my device was covered by an extended warranty but required me to ship my current device to ******************** before they would ship me a replacement refurbished device. I find it highly unreasonable for Microsoft to direct me to send my current unit and wait for them to process a replacement. I do not have a substitute for this device, and this process would leave me without a device for an uncertain period. As well, it would be tough for me as I would have nowhere to save any of my files that are stored on the current device to be able to transfer them after the new device **************************** does not have any physical stores I can visit to conduct a trade-in in person.At this point, I am highly disappointed by Microsoft's lack of proper support to provide corrective measures and a lack of accountability for the device's woeful shortfalls. I am requesting the BBB to assist me with a complete refund to facilitate purchase of a reliable device from a manufacturer supporting their products.

  Business Response

  Date: 09/23/2022

  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

• Initial Complaint

  Date:09/16/2022

  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.

  Hello,I signed up for a free trial of Microsoft. I have been charged twice for $105.99 which is a total of $211.98, When I tried reaching out to them at the customer service number it said their customer service was online. Okay I went online and was not able to find any help there. I really would like to cancel any subscription or order with Microsoft. It would be nice if they also refunded me my money.

  Business Response

  Date: 09/20/2022

  Dear ***********************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. 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

  Customer Answer

  Date: 09/20/2022

   
  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.

   

  Attached is a screen shot of my bank statement showing where Microsoft took one payment.  It was my mistake saying you took more than that.  The name of the card is *********************** and the last four numbers of the card was **** expiration date is 02/25.  Under direction from my bank they suggest I cancel that card so you can just send me a check.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/26/2022

  Dear ***********************,
  
  Thank you for your response.  After reviewing the account information, we were able to confirm that you sign-up for the yearly Microsoft 365 Family subscription, the free trial, only included 1 month after that you were charged on September 11,2022 ******USD and the subscription will remain active until Sep 10, 2023.
  
  If you want to cancel your current subscription and submit a refund request, please review the information bellow of how you can manage your subscription:
  
  https://support.microsoft.com/en-us/office/manage-your-microsoft-365-subscription-959ac957-8d37-4ae4-b1b6-d6e4874e013f
  
  
  
  Sincerely,
  
  Microsoft Corporation
  

  Customer Answer

  Date: 09/29/2022

   
  Complaint: 18034905
  
  I am rejecting this response because I do not know what my username and password is.  Also I no longer have that card that I used to sign up.

   

  This is so ridiculous.  Can't someone just call me at ************** instead of us going back and forward.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/05/2022

  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 7008576401.

  
  We will monitor your support case through resolution.
  
  
  
  
  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 find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 10/12/2022

  I am wanting it to stay open until they resolve the issue.  I know they say their looking into it

• Initial Complaint

  Date:09/16/2022

  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.

  After several months, finally getting a response from *** Program Lead on why I cannot register for a Microsoft Certified Professional exam, I was informed that I and many others have been BANNED (for an indefinite period) for a VIOLATION (that has not been explained) with NO possibility of an APPEAL process in place.Here are my questions:The duration of the BAN as a ***?What is the *** VIOLATION explained ?Have an APPEAL process for ***s like other exam providers have for their certifications?Be able to register for a MCP exam (since a *** is a trainer BUT I am still working with Microsoft technologies for over 20 years) ?Legend *** - Microsoft Certified Trainer MCP - Microsoft Certified Professional This is the error from MCP exam registration portal *****: Our records indicate that you have been terminated from the Microsoft Certification program, and your benefits, including access to this site, have been revoked. If you have questions or concerns regarding your status, please contact ************************************

  Business Response

  Date: 09/23/2022

  Dear **************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 7008140404.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/16/2022

  Type:Delivery 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.

  Order number: ********** Service request number: ********** I tried to cancel my preorder which was denied , I figured it was an accident so I submitted to get a refund again for an item named 2k23 which continuously shuts off and does not work and constantly shuts my system off. I have purchased thousands of dollars from Xbox as I have numerous gaming systems as well as my kids. I am highly upset regarding this matter due to the loyalty I have shown this company for over a decade. I always receive a generic message stating limited amount of refunds per year but how is that possible when my refunds are always being denied and preorders are not refunds. I spoke to numerous customer service reps who stated they definitely agree with me but they could not do anything about it. I am considering going to my wifes aunt who happens to be the attorney general in my state if we cant get something as small as a refund taken care of.

  Business Response

  Date: 09/22/2022

  Hi *************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request.

  We have reviewed your case further and we proceeded to refund you the order **********  from the account ********************

  Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

  For future assistance please visit Microsoft.com

  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 09/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/16/2022

  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.

  The free upgrade from Windows 10 to Windows 11 happened about one year ago. The taskbar was frozen on the bottom of the screen. This had been disruptive to my games because the game controls are located there. I submitted a ticket one year ago. There was a response from the developer team that they "got it." They obviously did not "got it" because the task bar is still frozen on the bottom of the screen. This has been an annoyance, but my latest complaint is their false advertising claim that Windows 11 is "made for gamers." They need to stop that lie.

  Business Response

  Date: 09/20/2022

  Dear ***********************,

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

  Customer Answer

  Date: 09/25/2022

   
  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:09/15/2022

  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 purchased an Xbox elite series 2 controller and it's been defective right out of the box. I couldn't return it to amazon past thirty days and the warranty offered from microsoft wasnt a full year. They sent a known defective item out to tens of thousands of gamers, the controllers all have known face button issues where they are unresponsive when pressed. This makes the controller worthless and it's straight out of the box like this all over the internet people are complaining about this $200 controller being broken out of the box.

  Business Response

  Date: 09/23/2022

  Dear *******************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox elite controller. 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 7008140132.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:09/15/2022

  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.

  In June 2022 my son who is 12 years old got scammed by another Xbox user. We called ******************** support in June and started a case number **********. I was assured that it could take 5 to 7 business days for them to recover my sons account. I have called a number of times, Ive been hung up on by numerous agents, I've been told I would be called back and never called back by numerous agents and supervisors. it is now over 90 days later and they still say they are working on it. All the while this hacker is using my sons account, using my credit card that is on file for a gold membership, and hes able to play for free with my membership because they have not recovered my sons account. Everyone I talk to says that it should not have taken 90 days for them to resolve this issue and they don't understand what's going on.but then say sorry for the inconvenience but. We can it do anything we are still working on it. Every time I ask for a supervisor they either tell me that there's not one available, one will call me back and then they never do or. they tell me they cant get a supervisor over and over until they finally hang up. I have asked for a supervisors help and managers help. *** even emailed the *** and the vice president of Microsoft with this issue and I have heard no response. The fact that Microsoft is allowing this hacker for over 90 days to have access to my account is ridiculous! I want a resolution to this in the next five business days. Theres no reason that it should be taking over 90 days for this. I have even asked for someone to go to upper management and get somebody to talk with whoever needs to be involved to get this issue resolved and I cant seem to get anyone to help me. The only thing I keep getting is Im sorry were working on it I'm sorry we're working on it! At this point that is not an acceptable answer! My goal is to get my son's Xbox account recovered as soon as possible management needs to take responsibility for this case

  Business Response

  Date: 09/22/2022

  Hello *************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your sons account take overissue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008107697

  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:09/15/2022

  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.

  Hello my name is *********** have a complaint against the microsoft corporation. I have a recurring charge from them in my bank account. I looked on my microsoft account and it shows no subscriptions to renew. I contacted them to see if they could find where the charge was coming from. The two times I was able to speak to someone the essential just hung up on me. I don't know if this is a scam or if Microsoft is scamming me and others. I did recently before these phone calls, have my credit card replaced to start over fresh with a new number. The bank wants to issue me a new credit card number but I don't see how this will help because this charge happened on a new credit card number already. I do have the second phone call recorded. If you could please help me figure this out I would appreciate it.Thank You ****

  Business Response

  Date: 09/22/2022

  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 ********** .

  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation