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

5,229 total complaints in the last 3 years.
2,073 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: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.
i cancelled a 30 day trial several months ago and i am still being charged. i have disputed the charge for the past several months but still am being charged. i can not get in contact with an actual person. would like for someone to contact me.
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 is7008108714 .
We will monitor your support case through resolution.

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.
Purchased a subscription to MS ****** 365 on Aug. 11, 2011. Cannot access it or use it. Microsoft only offers ONLINE automated "help" - not even a chat line -- and their online help has no resolution for my problem. They have deducted monthly payments of $6.99 from my bank account for this service. I have no service, period. They do not have, at least I have been unable to find by online search, ANY phone number except one which sends me BACK TO THEIR USELESS ONLINE help tool. On their website, it says I can be connected to a Microsoft Customer Advocate -- but there is no discernable mechanism, button or link, phone number, nor any other means to do so. Your help appreciated. I love their software -- but their customer service stinks, at least online.
Business Response
Date: 09/23/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office subscription. 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 7008139938 .

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.
I've been calling for two weeks about a few charges on my card the Microsoft assistant hang the phone up on me as I'm talking to them the charges are for a membership that was charge to my card twice for ***** and other one is for **** and it's for xbox x/s series I can't use it for my xbox I block Microsoft from trying to take money off my card again but they refuse to pay the money they took back there customer service is terrible and they are very rude can you help me
Business Response
Date: 09/21/2022

Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding the Xbox games and refund request.
A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a resolution.
Your new case number is 7008068793
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/14/2022
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.
On July 26, 2022, I sent in my Surface Pro 7 to have the screen fixed. I sent the device with the magnetic keyboard to Microsoft. The device was returned to me about 2 weeks later. It was repaired but the magnetic keyboard was not returned. However, in the box was a letter that stated that the keyboard would be returned in a separate package. On July 26, 2022, I called Microsoft inquiring about my keyboard. A case was opened (Case #:1042018950). The gentleman I spoke to said that he would have the ****************** find and return my case and that I would get an email confirming. I never received my case nor an email.I received an email on August 25, 2022 asking for proof of purchase and I responded back the same day with a picture of my purchase receipt from Best Buy.---------------------------------------------------------------------------------------******** (Microsoft)Thursday, August 25, 2022 9:19 PM GMT Hello ****!I hope you are doing fine when you receive this email.Unfortunately we have not received any updates in regards of your type cover . By any chance do you have the proof of purchase of your device or the type cover? So we can find it and provide you with an outcome on the upcoming days. You can share it in an attached email by replying this one.Regards,******************** -------------------------------------------------------------------------------------I still have not heard anything from Microsoft. I called back on September 6, *************************************************************************************************************************** an email about my case. I never received an email. This is the reference number she gave me. Microsoft ref# ********** I called back again today, September 14, ******************************************************************************************************************* back tomorrow when he gets more information. This is ridiculous! I just want the case for my laptop!!
Business Response
Date: 09/19/2022
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 7007996617.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/29/2022
I would like this complaint to remain open until a resolution is reached. This is the only response from the business which I did not believe required a response.
Business Response
Date: 10/05/2022
Dear *********************

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that a refund has been provided for the Type cover.

Generally, refunds will be received back into your account within 72 hours, however, could take up to 30 days depending on your financial institution's individual policies.

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

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,

*********************
Initial Complaint
Date:09/14/2022
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.
Received an email on September 14th, 2022 regarding a 1-year subscription for Microsoft Defender program.Total $399.99 Disc. ***** Total $349.99 Customer ID# ******** Invoice ID# MS-*********** ****** ************** I have never requested a subscription for such a program.
Business Response
Date: 09/21/2022

Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding the Microsoft Defender program concern. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7008066333
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/21/2022

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.

************************ E Bileta
Initial Complaint
Date:09/14/2022
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 Surface Pro 4 and had the battery expand making the computer come apart. Microsoft replaced that computer and all was well for awhile and now the same problem is occurring. Microsoft says they can do nothing for me as the Surface 4 is no longer being made. My problem is Microsoft continued to sell these computers even though they were aware of the problem with the batteries. I am a senior on a fixed income and I do not want to buy another computer as I expected this one to last much longer than it did.
Business Response
Date: 09/23/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface 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 7008126305.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/14/2022
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.
On September 13, 2022, my email was hacked by someone and charges on my credit card was over $600 in several identical charges. I have tried to reach Microsoft via phone, email and web page for help. I have not been able to get any resolution for the issue and can not use my Microsoft Store account. I have tried to establish a new email address and use a ****** mail email. Still no resolution and no return contact. I have contacted my credit card company and reported the fraud. I have cancelled the card and will be getting a new card in several days.
Business Response
Date: 09/19/2022
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 7007992738.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/21/2022

Complaint: 18026292

I am rejecting this response because: the problem is still not resolved. It has been seven days since my Microsoft Account was hacked. When I check out the security on any Microsoft app, the hacked email address still appears. I have not dared to add my newly issued credit card to my Microsoft Account in fear that then that card will also be hacked. Last Wednesday over $600.00 was charged on my credit card for digital products that I did not purchase. The email address of ****************** continues to appear.
I was supposed to have received a call from a senior advocate within two business days. That notice was given two days ago. I would like a phone number to contact an advocate at Microsoft or any other resolution to this problem. I really need access to Microsoft Store without fear of another hack or fraud.

Sincerely,

***********************
Business Response
Date: 10/03/2022
Dear ***********************,

Thank you for your response. After reviewing your complaint were able to verify that you already filled out the recovery form through account.live.com/acsr. In order to verify the account ownership and help you takeover your account, could you please let us know which email you use to complete the validation form?

After you have submitted the form

We will send the results of your recovery request to the email address you gave us in the form. This can take up to 24 hours because our support team reviews the forms that have guesses or almost-right answers.

If your recovery was successful, you will receive a recovery link.

If you did not provide enough information you can try up to 2 times a day

If you have any questions or concerns, please feel free to contact Microsoft Customer Support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/03/2022

Complaint: 18026292

I am rejecting this response because: I received a call from Microsoft to say that my ********************** Microsoft account was indefinitely suspended. Why should I try anything else with that account. I have spent entirely too much of my time on trying to repair something that a hacker caused. I now have a new email and a new account with Microsoft.

Sincerely,

***********************
Initial Complaint
Date:09/14/2022
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 purchased a subscription to O365, which includes One Drive.Impressed by the 1TB of storage that is included in the subscription, I started saving my important documents to the online service.Today, I discover that my file extensions/associations have been modified where I have no access to my files, even when Im offline. I have also been locked out of my account for suspicious activity because of a large upload of files.I was able to get verified (by a text message) so that I can login to the online portal, but OneDrive is still locked (for 24-hours) and my files are still not available to me, even though they are saved locally on the PC.Microsoft has hijacked my documents and made them unavailable to me. They essentially stolen content that I have personally created.
Business Response
Date: 09/20/2022
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:09/14/2022
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.
On or about August 23rd, Microsoft sent out an update for my wifes Surface Pro 2 in 1 computer which I downloaded as directed. Upon completion, I recieved an error message requiring certain information that I did not posess. I purchased a thumb drive at the tech support person suggested and followed the instructions to download then fix, which did not work. The tech support person indicated he could do nothing else so I requested a supervisor. The supervisor tried a few things which also failed. The supervisor said he would be sending out a thumb drive at no charge to me that would fix the problem and I should receive it in 3 to 5 business days. After almost 3 weeks I reached back out on Monday Sept. 12th. The tech support person on this call said they were no longer sending the information out and should have been told that, then refused to have a senior manager contact me and gave me two options. The first, to go out and purchase another thumb drive (smaller) and try again. The second option if that doesn't work, I can purchase a new computer from them. My complaint is that MS sent me a defective update that put me in this situation and I would like them to take responsiblity and provide better options to remedy the situation, not at my expense for the problem they caused. I have spent between 8 and 10 hours trying to resolve this issue and expect that a "reputable" company would stand by their commitments and fix the problem
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 SR7008039354 .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/13/2022
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 a Surface Pro 7 online from Best Buy. I had issues with it early on but because I didnt realize it, that I didnt know that everything should turn on a surface pro when you turn it. And that being said, the computer finally froze up and after several chats they took the computer back and as far as I can tell, they repaired it and sent it back to me. Now I am having the same problem and nobody wants to deal with it. I got started in technical support and then I got sent to customer support and finally I was told I needed to buy a USB flash drive 32 GB in order to produce a recovery drive for my computer. Which I did, and it did not solve the problem. I have emailed Microsoft several times but I do not get a response. My warranty is up on October 5th so I am concerned about this whole situation. I feel that if someone spends $1500 on a tablet, that it should work and if it doesnt it should be replaced with a new computer with a new warranty.The ticket numbers are ********** and 10437791429.Thank you.
Business Response
Date: 09/20/2022

Hello *********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface issues.
A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly.
Your new Service request is 7008029590

Sincerely,
Microsoft Corporation.

Customer Answer
Date: 09/20/2022

Complaint: 18022632

I am rejecting this response because:

I neither reject or accept this action. Basically what I feel like is happening is that they put me back in line and someone will be contacting me within two business days. Ive been around and around on this issue for so long and that its happened twice is very much a concern. And what is very much a bigger concern is my warrantee running out October 5th.
thank you,

Sincerely,

*********************************
Customer Answer
Date: 09/22/2022
You dont make any sense. I was told back in January that my device would be replaced and my warranty is October 5th. You refer to the damage done to the unit as trauma like I beat it up and now it needs psychological help. Your impersonal letter reads like a textbook and reveals that you have no clue as to the situation at hand. You also reveal that the representatives of Microsoft were dishonest with me, assuring me at the time that my unit would be replaced.

I have copies of the conversations held at the time and you forget that I was there.

I will forward these to the Better Business Bureau if for no other reason as to reveal your lack of integrity as a Microsoft representative.

I would appreciate it if you would cease your attempt to make me look like an imbecile while your lack of respect to the real situation at hand shows a greater problem here than any trauma you say my unit received.

Please take your nose out of the policy and procedures book you are referring to and at the very least read the conversations held at that time. Maybe you will understand that you shouldnt be using the word if as though you were preparing for a hearing in a court room.

Business Response
Date: 09/27/2022

Hi *****************
Based on your previous request 7008029590
The service center received the order and determined that it was physical damage and denied the warranty claim. as the agent stated, we can exchange the device, but not under the warranty and there would be a service fee.
If you wish to proceed we kindly invite you to re-open your case for the respective resolution
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/29/2022

Complaint: 18022632
Theyre talking like the surface pro that I have is the original one that they said they replaced I think in January. I dont understand why they would tell me that and then now consider the warranty on that original item. It makes me think that they dont know what theyre doing. Is this the original surface pro or is it not? And if it is why would they tell me they replaced it? At this point I think I would want to know how I can now that this is the original one and not covered under a warranty. How do I know that its not a replacement? I cant even get into it. I am rejecting the offer because I dont think they know what theyre doing. I dont think they know what I have for surface pro whether its the original one or not and and this should be something they can prove to me and explain why they think or they know that this surface pro in my possession is the original one. Either way my argument persist that this is lousy customer service, useless and its in ability to encompass What is the truth and what isnt. Either way apparently I am out the surface pro in $1500 because of lousy customer service
I am rejecting this response because:see above

Sincerely,

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

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