Business Profile

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

5,229 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:09/13/2022
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.
I have been suspended for services I PAY FOR. this has happened on numerous occasions. I want a free year of subscription. Or my suspension to be lifted by tomorrow.
Business Response
Date: 09/22/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Suspension 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 7008094819.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/12/2022
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.
Note that I was once an insider tester and when the program ended ,in the last twelve months I have not been able to use my laptop. The windows 10 build has expired. The program won't let me revert back to windows seven and it won't let me update to windows ten, the latest version. I have called and I even sent postage mail and heard nothing back from them. I was asked by Microsoft to participate in the insider program, so that they can develop windows 11. I've been waiting for a response.
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 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: 09/19/2022

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. But if the problem persists, I would like to go to the next level further.

Sincerely,

*****************************
Customer Answer
Date: 10/03/2022
******** Note hasn't been resolved. Laptop is still in the same condition as to prior complaints
Business Response
Date: 10/12/2022
Dear *****************************,

Thank you for your response. After reviewing your complaint and recent service request #**********, related to your previous Better Business Bureau complaint #********. We were able to confirm that the case is still active and is being reviewed through internal channels. You will receive an update in a few days.

Please feel free to reply to the last email sent by *************************** if you have additional questions about your issue, additional information to provide us to continue to work toward a resolution, or to simply inform him that he can close this service request as resolved.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/13/2022
Complaint: 18158845

I am rejecting this response because:

Sincerely,

*****************************
Note that that this case isn't resolved.
Business Response
Date: 10/19/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows technical issue. After reviewing your complaint and recent service request SR ********** we see that our Tier 3 Support Escalation Engineer *************************** has been working with you on this issue. Agent ****** stated this resume for you:
Issue summary:We were unable to upgrade/reinstate Windows 10 Insider build version which was expired on 10/31/2021.
Resolution: We performed a custom installation of Windows 10 Home using your Microsoft account and upgraded the Windows 10 insider build to Windows 10 Home 22H2.

We consider this matter has been resolved, so well proceed to close this case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/25/2022

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:09/11/2022
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.
Your site won't allow me to remove my **** credit card ending in ****. Please remove it immediately. Your website also allows no method of contacting customer service electronically, and the option to get a callback is disabled. This is wholly unacceptable. I would like a $10 credit applied to my Xbox live balance for the hassle of having to file a BBB complaint to do basic maintenance on my account.
Business Response
Date: 09/16/2022

Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your credit card removal request.

After further review of your account ******************** we found the credit card ended in ****, it appears as removed. The request of $10 is not applicable in this case.
If you need further assistance, please feel free to visit Microsoft official website,Microsoft.com
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/16/2022

Complaint: 18011232

I am rejecting this response because they did not apply the $10 credit to my account as requested.

Sincerely,

***********************
Initial Complaint
Date:09/11/2022
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've tried to talk to several customer service agents with no resolve. ****************************, ****** with no resolution. I'm logged into my account see screenshots I'm trying to update my phone number and I can't. My security is being violated by sending codes to my old phone number ************ that's not me not my number my EMAIL IS still the same all I need is for someone to change my phone number as I was never given an option to change it just a screen that says I can't change it and have to wait a month.
Business Response
Date: 09/20/2022
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account information 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 7008031018.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/11/2022
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 purchased the Xbox All Access subscription through Microsoft. In the subscription service, I was supposed to receive an Xbox Series X and also a 24 month Game Pass Ultimate digital direct (preloaded onto the system). The delivery was timely and I received my Xbox series X, but did NOT receive my 24 month Game Pass Ultimate. I proceeded to call Xbox customer support and was then redirected to two other companies (Citizens Pay and ******** who claimed they were just a billing department and a retailer and could not resolve the issue. So, currently I am expected to pay 340 dollars over the course of two years for something that I did not receive. As of writing this complaint, I spent two hours with customer support with no resolution.
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 Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is 7008028117.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/11/2022
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 pay a monthly fee for a subscription for Microsoft Office. MsO has stopped working & it states that it is an unliscensed product. I chedked my bank account and there hasnt been a problem with the fee. They last charged my account on Aug 17, 2022. I've tried to speak with MsO tech support repeatedly and they are unable to fix the problem. Every phone call has been interrupted by MsO either accidentally cutting me off or a sudden weird computer message stating that the call is after working hours and to try again later (it was 2:02 pm), a request to enter my phone number, repeatedly, or someone calling me that doesn't speak English. What is wrong with Microsoft? I pay for a monthly subscription and I just want it to work. It's a simple request that Microsoft Office is unable to fulfill. They seem to have no problem with billing my bank account.
Business Response
Date: 09/16/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint, after reviewing the account ********************* the subscription for Microsoft 365 was renewed on September 16, 2022 which expires on October 16, 2022.

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: 09/16/2022

Complaint: 18010845

I am rejecting this response because:
The response from Microsoft does not address the problem, which is that the service is not working. My subscription had not expired. My account had been debited on August 17, 2022, yet the service was not functioning. After my experience with Microsoft this past 2 weeks, their inability to even respond to a simple request is not surprising; because, this is the reason I complained.
Sincerely

*************************
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 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
Initial Complaint
Date:09/11/2022
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.
September 11, ************************************************************************************** Microsoft Xbox live to target and harassed me because I asked them to stop doing something they decided to falsely accuse or report me and microsoft decided to take automatic retribution without any full evidence of any wrongdoing whatsoever I did not curse or say anything wrong or break any guidelines they have Communications suspended me for four days when I havent done nothing wrong whatsoever to receive this suspension I just got reported by six other players because they were upset that I did not like how they were playing and I just told him to stop I am in Xbox Live ambassador I respect Xbox Live guidelines and communication between ages and different players or even disabilities for these players to target my account and then threaten me by saying were gonna get you banned and Xbox Live hasnt done nothing at all to fix or retribute this issue instead theyre going to allow me to be banned or suspended for four days when the suspension is false I have tried to contact Support and they told me I have to go to a different guidelines which does not really resolve anything all it does is put something in writing and they dont do anything half the time Ive been banned because of false information before and I almost got a full entire account banned because of it so Im falling into place so that Microsoft can fix this issue now because I am an unhappy customer that spends over thousands of dollars in gaming monthly or more and they intend to allow the automatic system to break the rules without having physical evidence or suffice civil evidence for suspension this is happened many times from my account Im getting sick and tired of the logistics because theyre not logistical if theyre not gonna follow evidential guidelines someones words not evidence evidence is having proof of me doing something wrong I would just like my account Unsuspend
Business Response
Date: 09/20/2022
Dear ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account ban 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 7008030595.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/10/2022
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.
We purchased halo infinite for Xbox from GameStop as a pre-ordered digital game for its initial release in December 2021. The game developer (343 Industries) had announced that one game feature, split screen campaign co-op, would not be available at first but would be released at a delayed date later in 2022. This was delayed again further into 2022, and then just recently announced that it was no longer being included. We played the game for maybe an hour when we first purchased it, trying to find the split screen campaign co-op, but then gave up and decided to wait until this feature was added. Now that it has been completely removed as an option, the game that we bought is not the game that Microsoft promised. The only purchase required for this game is to play the campaign, since online game modes are free, and now that we cannot play the splitscreen co-op, we feel that we were deceived since it had not been outright canceled during our purchase (only delayed). I contacted Xbox support but they will not provide any resolution since the game was purchased with GameStop. Since Microsoft is the owner of the games publisher and developer, I have been trying to resolve it with them as the business responsible. GameStop does not offer refunds on digital content, nor are they responsible for the product in this issue.
Business Response
Date: 09/16/2022
Hi *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Game refund request. After reviewing your complaint, we will unfortunately not be able to provide a refund as all digital purchases are final and non-refundable as outlined by our Terms of Sale.

Please refer to the snipped quotes below from our Terms of Sale (https://www.microsoft.com/en-us/storedocs/terms-of-sale),  Section 16 and the  (https://www.microsoft.com/en-us/servicesagreement),  Section 9,part (g):

Some items are not eligible for returnall purchases of these types of products are final and non-refundable. We reserve the right to issue refunds or credits at our sole discretion.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 09/16/2022

Complaint: 18008660

I am rejecting this response because:
While I understand their terms of service and their discretion in issuing refunds, the Xbox support team had been looking into the ability to make a refund but couldnt because it was not purchased on their site but rather through a 3rd party (GameStop). However, the practice of Microsoft selling a product advertised with a certain service (splitscreen campaign co-op) and then failing to deliver on that service after it has been sold is deceptive and misleading. I would expect the BBB to take action or for Microsoft to reach a resolution on their own as a reputable business. I am just asking for compensation for the failure to deliver on a product I paid for. Whether that be a refund or a credit for a future purchase, I dont care. Am I expected to join a class action lawsuit against Microsoft to reach a resolution? I have been a loyal customer and respect ********************* usual customer interaction, but this is an unfair, misleading way of doing business and would leave a sour taste in my mouth for my relationship with Microsoft as a consumer and any future purchases I may be considering.

Sincerely,

*******************
Business Response
Date: 09/22/2022
Hi *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Game refund request. Those are policies already set.
As consumers, we suggest in reading every piece of information to be aware of the possibilities and restrictions as to the products.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/10/2022
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.
I can no longer access my Microsoft account. ***************** The gamer tag is RapterDragon72. I put in the information and it says that there is unusual activity on my account. I try to verify the account however it is an old email, and have to fill out a recovery form. I have done this multiple times providing all the asked for information. However all of my requests are denied. The games I bought on my account are still on the Xbox however I cant access them. There is around $500 of games I cant access. I would like to have my account fixed or at least be reimbursed for my lost games
Business Response
Date: 09/15/2022
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 7007829123.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/15/2022

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:09/10/2022
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 Rewards, allowing you to redeem for either gift cards or sweepstakes entries, is not providing the information that should be available. There is a link to the "winners" in order to see who won a certain sweepstakes. Currently on the "winners" page there are 13 sweepstakes which have ended, some back in May of this year. It states to come back on a certain date to see who the winner is yet 13 of the 16 shown sweepstakes are all past the time of the winner's announcement. For example, one sweepstakes ended on May 10, and it states to check back on July 11 to see the winner. But none of these show the winner, only that the results are pending. I have reached out to their customer support via email several times, and keep getting the same message. The problem is the message they send does not address the issue. It says to allow a few weeks before the winner is posted, but nearly all of them are well past a few weeks. In order to earn points to enter these sweepstakes there are certain tasks you must perform, which I have been doing for years now. I regularly enter the sweepstakes, but feel now that there isn't anyone actually winning any of these. I have asked their support team to escalate my complaint to a department that could resolve this but nobody there has contacted me. I feel as if some sort of fraud is going on, they are not listing any winners, which is in the official rules. I have copies of all the emails I have sent, and their responses plus screenshots of their "winners" page showing the results are pending. I realize there are many other issues going on in the world and that this may seem unimportant, but when a huge company like Microsoft cannot follow through on their obligations something is wrong. If needed I can provide copies of the emails and screenshots to prove my point. I check their "winners" page daily, yet nothing has changed, just additional sweepstakes going past their stated announcement date.
Business Response
Date: 09/20/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft rewards 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 7008027717.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/21/2022

Complaint: 18008386

I am rejecting this response because: Microsoft's response is not even addressed to me, yet they state they will be contacting me. I find that will be difficult if they are responding to the wrong person. I did receive an email from them in which they mention, incorrectly, that my complaint was about not receiving points. That was not my issue, my issue was they had at least a dozen contests that had ended and long after the winners were to be posted they were still showing as pending results. I saw on their site this morning that they have corrected that, it just bothers me they continue to fumble around my request. A company as large as Microsoft should be able to get my name right and confirm what my complaint was about properly. I have put much time and effort into this, and it isn't a minor issue. For people that devote time every day to do required tasks to earn points not to be able to see if anyone is actually winning the prizes offered is frustrating. My belief is Microsoft has just gotten to big that they are at the point of treating the public poorly. They have my contact information, including my cell phone number, yet could not be bothered to reach out to me in a meaningful way. Instead they continue to send out scripted emails which never fully address my complaint.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We sincerely apologize that your issue wasnt addressed properly by our agents. We are going to pass your feedback to make our customer service better.

Sincerely,

Microsoft Corporation

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