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

5,239 total complaints in the last 3 years.
2,087 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:09/10/2022
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
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.
Re: (a) 9-9-2022 DEMAND FOR INVESTIGATION INTO Microsoft TECHNICIAN .(b) Demand for immediate phone number to a Microsoft Escalation Team Supervisor/Engineering Team FOR resolution 1.A Microsoft technician crashed 2 pcs and left me without resolution on 9-9-2022.2.I should have had this escalated on 9-9-2022 for immediate resolution due to Microsofts technician creating both PC ERRORS.
Business Response
Date: 09/20/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Device repair. 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 7008027596.

Sincerely,

Microsoft Corporation
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.
I have an Xbox account (**********************)I have parental controls on my children's Xbox series S but somehow purchases on Roblox keeps getting approved As soon as I noticed that these purchases on Roblox kept going through I filed a refund request with Xbox online but they are automatically denied with a generic message.I am therefore requesting a $34.96+ taxes refund.
Business Response
Date: 09/16/2022
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 7007887047.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/10/2022
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.
Recurrent charges on credit card. No purchases ever made with the account being charged. Have not been successful locating a customer service phone number to talk with a human. Amount of charge has increased after first fraudulent report made.
Business Response
Date: 09/16/2022
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
Customer Answer
Date: 09/20/2022

Complaint: 18008010

I am rejecting this response because:
**************** was contacted. I was told they could do nothing for me since I do not have an account. That was the entire reason for calling. I do not have an account and yet am being charged. **************** did not even offer to research the issue

Sincerely,

*****************************
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 7008238866.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/29/2022

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:Customer Service 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.
An accidental purchase without my permission was made for $99.99 three times after an error message was shown. I was denied a refund because of too many refund requests although I have never requested any refund for the entirety of my Microsoft account. I am extremely upset with how this company has handled this situation.
Business Response
Date: 09/14/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request, we confirm that the charge of ***** which corresponds to
*** 2K23 - ******* VC:*** 2K23 for Xbox Series X|S shows no activity for what we have decided to issue a refund for the full amount. 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.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/14/2022

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, if a refund is issued. The wording of the response seems to imply that is the case.

Sincerely,

***********************
Initial Complaint
Date:09/10/2022
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.
I recently had a problem with a Microsoft product and the technician used a "Quick Assist" app to do screen sharing so he could look into my computer and help me fix the issue. We were on the phone and sharing my computer for a couple hours. That went well, and I believe he fixed the issue I was having with regard to syncing folders to the Cloud (One Drive.) We turned off the remote screen sharing and I closed the Quick Assist app. It was DEFINITELY off.Two days later, I woke up in the middle of the night to find that Quick Assist app suddenly visible on my computer screen and it said that the screen sharing was ON! Of course, the first thing I thought was that someone at their company had tried to hack me, but when I reached out to Microsoft, the guy was rude and unhelpful. He just kept saying that it was impossible for that to happen. But it HAD happened. And when I asked to speak to his supervisor he claimed not to have one. I asked for the name and contact information of the next level up and he said that there was no next level up, which is a lie, obviously. Everyone has a supervisor unless you're the owner of the company. Anyway, he consistently refused to provide me any contact information and he refused to escalate the issue. Meanwhile, I am afraid someone has gotten into my computer and will hack into my bank accounts. I am FURIOUS with Microsoft technical support, and I want to make contact with someone at the corporate office who can both provide me with some reasonable explanation of why this happened and hopefully FIRE that awful man who refused to help me and was rude. During the chat I spoke with one agent and one "supervisor" (supposedly) CHAT NUMBER **********
Business Response
Date: 09/15/2022

Hi Silver *******
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern of the technical service.
We apologize for the inconvenience that you went through.
We invite you to report any event you believe that *** be an scam action:
(https://www.microsoft.com/en-us/reportascam/)

Official Microsoft support agents will never contact you unless you have first contacted us and have asked to be reached. We would like to suggest that you contact your financial institution to contest any charges that have occurred through this scam.

If you would like to take advantage of our official technical support you *** visit https://support.microsoft.com/en-us or call ************ for assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/15/2022

Complaint: 18007191

I am rejecting this response because it is not responsive to what I said and appears to be written by a computer or someone who does not understand the English language. This response is offputting and not helpful. My request was that someone from the company contact me. INSTEAD, this response ignores my request and tells me to go elsewhere and report a "scam," when we have not established that it IS a "scam.". Refusing to address me as a human being and trying to make me go away is a cold, impersonal, unhelpful response. This is TERRIBLE customer service.

HOWEVER, in response to an email that I sent to the *** of Microsoft, I have had a conversation with a Microsoft technical support agent who was very helpful and did what he could to help me ensure that the security of my computer was intact and that I could in future report any additional instances of this occurring. He worked with me for about an hour to review my computer's operating system, and I am happy with the help I received from HIM.

I will therefore withdraw this complain about Microsoft, but NOT because of the terrible response I got in "answer" to my Better Business Bureau complaint. The matter was handled through other channels of Microsoft.

Sincerely,

Silver *******
Initial Complaint
Date:09/09/2022
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 am trying to file a claim for the warranty on my phone. I have tried 4 separate days, with over 6 hours invested. Online they are trying to charge me $1,600 for my $99 exchange AT CHECKOUT ONLY (it shows $99 properly until the final screen). I have spent hours being transferred on the phone, only to be hung up on every time. I have records of 8 calls. I have tried online chat, multiple phone numbers as provided by customer service folks, all whom say they can't help me. Microsoft closed their store in my major city and there are no physical locations to visit. Management won't help, complaints aren't taken.
Business Response
Date: 09/16/2022
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 7007884729.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/09/2022
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.
Microsoft **** from my debit card to charges of ****** and is refusing to give it back
Business Response
Date: 09/16/2022
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 7007882244.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/16/2022

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,

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

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