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.
2,080 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:09/07/2022
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.
For the last two years Microsoft has been charging my bank for a subscription I never signed up for. When I bought my computer it has Office installed and it was able to change to home mode. I have proof. A month ago the bank caught it and issued me anew card before the "subscription " went through. A couple weeks later the charge somehow went through on a card from two cards previous that wasn't even active. Again, I have printed proof. I want them to stop charging my cards and leave the office on my computer that was already there. There is NO WAY to contact a person at Microsoft.
Business Response
Date: 09/12/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding recent complaint. Thanks for providing the proof of purchase of the Subscription,after reviewing the information provided the reason why you are being charged is that you sign up on Microsoft 365 Personal Home on Jul 23, 2020, whichrenewed every month for the current price of 74.19 USD.

You can turn off the renewal and resubscribe any time you want or well cancel your subscription.

By following the next link, you can find information on how to manage your Microsoft 365 Subscription:

https://support.microsoft.com/en-us/office/manage-your-microsoft-365-subscription-959ac957-8d37-4ae4-b1b6-d6e4874e013f#:~:text=%20Sign%20in%20to%20manage%20Office%20%201,from%20the%20list%20of%20options.What%20you...%20See%20More.
If you have any questions or concerns, please feel free to contact Microsoft Customer Support.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/07/2022
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 microsoft account for my business **************************************************** that I pay for. Microsoft had me to create an account with the authenticator app...it was working fine. I had to get a new cell phone. I could no longer gain access to my authenticator app due to having the new phone. It allows me to login but requires the pin from the app....I can't get into the app without the pin.I am currently using my personal microsorft account on my business computer because I no longer can access my business account. I have called *****************-330-8653, 877-668-6536, 800-642-7676 and ************. All phone numbers refer me online to create a ticket....in trying to create the help ticket you have to login...I can't login bc of the authenticator app issue Yet Microsoft is still charging me for this account that I can't get into and I can't reach anyone to assist.For Microsoft to be such a large company you would think it would be a better way to provide customer service. Please someone help!!! I can't believe I had to take an extreme measure such as a BBB complaint to see if someone will assist.,Signed,Unhappy Paying Microsoft Customer, *************************
Business Response
Date: 09/16/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account 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 7007868921.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/06/2022
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.
My account was hacked. I contacted support to ask for the fake email address to be removed beginning of August ans it could not be removed. On 8/15 some accessed my Microsoft account and charged almost $1000 in fraudulent charges on my credit card and bank accounts. ***** and Mastercard did an investigation and refunded my money. I have contacted Microsoft on several occasions and have not had my issue resolved. I had to send personal information and information from the game system to verify my identity with no help to date. I was told to create a new email account and my gamertag would be transferred over. So far nothing and the people assisting me have stopped responding to my emails. I'm trying to gain access to my gamertag/profile or I want to be refunded for the games in my account that were purchased so I can repurchase them in my new account.
Business Response
Date: 09/15/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account 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 7007828527.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/20/2022

Complaint: 17925396

I am rejecting this response because: it has been several days and no one has reached out to me from the company to resolve this matter. This is awful customer service and part of the reason I filed the complaint. They do not respond!!

Sincerely,

*******************
Business Response
Date: 09/28/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing you case **********, we see that our agent got in communication with you and was able to resolve your issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/03/2022

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:09/06/2022
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.
Fraudulent charges in 2021 in the amount $108. I did not agree to this charge and did not get a contract renewal.
Business Response
Date: 09/13/2022

Hi *****************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding refund request as to the Microsoft Office subscription.
After further review, we found that was turned off by which you will not receive any charge from now.
Base on the terms of sales.
Return policy:
We will accept returns and exchanges for eligible products for 30 days from the date of purchase or download, as applicable. Any product you purchase or download that is not listed below as ineligible, or subject to separate return policies or terms, will be considered an eligible product for purposes of this Section 15. Simply return the eligible Product in like new condition and in its original packaging, along with all parts, components,instruction manuals, and documentation that were initially included. This Return Policy does not affect any statutory rights that *** apply to your purchase.
For further information please visit https://www.microsoft.com/en-us/storedocs/terms-of-sale
If you wish to submit a case review, feel free to do it.
Link:
https://support.microsoft.com/en-us/account-billing/returning-items-you-bought-from-microsoft-store-for-exchange-or-refund-81629012-aa4f-f48b-2394-8596f415072b

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/13/2022

Complaint: 17924429

I am rejecting this response because: these charges were fraudulently add and were never authorized. I never purchased services from Microsoft.

Sincerely,

*****************************
Business Response
Date: 09/22/2022

Hi *****************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding refund request as to the Microsoft Office subscription.
We understand and kindly invite you submit a case review at:
https://support.microsoft.com/en-us/account-billing/returning-items-you-bought-from-microsoft-store-for-exchange-or-refund-81629012-aa4f-f48b-2394-8596f415072b

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/06/2022
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.
I keep having a problem with trying to get back my account that was hacked. A person called me back but then I had to do a ******* pickup & the MS person said they would call me back. The problem is that Microsoft no longer has a number you can call for serious problems that cannot be resolved by FAQs. This should not be happening. I am a paying Microsoft 365 memeber. I am not getting the service I need. I have spent more than 8 hours today on this problem. I still don't have my accounts back. This is unconsionable & MS screws us by unfair & unrealistic terms. When one needs service help, a customer should be able to get it. This is horrible.
Business Response
Date: 09/12/2022
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 7007720828.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/05/2022
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 filed a warranty on a elite series 2 controller and they sent me it back broke. I've had every elite controller break (ive owned multiple) and the warranty never repairs the issue. **************** is never helpful other than "let's try again". Made multiple complaints and no one ever helps. Worst customer service.
Business Response
Date: 09/12/2022
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 7007705294.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/05/2022
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.
I am a subscriber to MS ****** 365. I also have an email account I cannot get into. MS no longer has any phone support I discovered today. This is not right & this should be illegal. If I subscribe to a product I should be able to get help. I cannot log into my email. I try to change my password, but nothing is working. I think I may have been hacked. I desperately need help & I have no contact. It should be legal to not have a point of contact for issues you cannot resolve with their instructions. Other computer companies are doing the same thing. This needs to stop. It is not right to the consumer!
Business Response
Date: 09/12/2022
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding recent complaint. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address in question you want to regain access to.

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

If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/05/2022
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 don't want and never consented for a "MEMORIES ON THIS DAY" email to be sent to me or for Microsoft to show me my personal pictures via email. I do not want this and this should be a crime because it was done without my knowledge and my consent. Any deviation from that is coercion. Stop this!
Business Response
Date: 09/12/2022
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: 09/14/2022
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.
Complaint: 17920063
I am rejecting this response because:

I have already addressed my grievance with Microsoft via their feedback link provided on the email in question that I do not wish to receive.

link: ******************************************

It is negligence on behalf of Microsoft to not fix this link and allow other customers/users to complaint if they want to opt out. And the response to my request to cease and desist is the image that I have attached to this complaint. In order to accept this resolution it is imperative Microsoft follows through on the requests set forth in this complaint. If they could please make a statement as to the functionality and status of the link provided above, is it working? not working? Thank you.

Sincerely,

*************************
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 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
Customer Answer
Date: 09/29/2022

Complaint: 17920063

I am rejecting this response because:
Microsoft is not fulfilling the requests of this complaint, nor is it responding to any of the questions set forth in the complaint. Microsoft needs to be specific as to whether or not they had my authorization, if their links are operating properly to disable "memories on this day" and then take the corrective actions outlined in this request to stop the infringement on my person (the consumer). I have proof they are infringing in my privacy, now the burden is on Microsoft to prove they are not.
I request Microsoft be very clear and specific about the resolution they will provide. AND, acknowledge or renounce the items set forth in this complaint.

Sincerely,

*************************
Business Response
Date: 10/07/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have escalated your issue to a senior member of our Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your case number is 7008132838.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/14/2022

Complaint: 17920063

I am rejecting this response because:

This resolution, the same as the other resolutions offered by the company have not addressed any of the issues or concerns brought forth in this complaint. There is not even an acknowledgement of the error evidenced and attached to this complaint. The BBB has provided no apparent oversight thus far. On the contrary, I received an email stating that the BBB had determined the complaint had been sufficiently addressed by the company and the complaint had been closed preventing me from continuing my inquiries. This is clearly a compromised agency and does not in any real or meaningful way represent the consumer. It is truly a shame that not only the American public is being lied to, but that their hard earned money from their toil and labor is being misused in this way; not to protect the consumer but a coerced system quid pro quo system that favors large corporations.

Sincerely,

*************************
Business Response
Date: 10/19/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009007998.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/05/2022
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.
As I stated a 100 times, why is Microsoft Ads no longer importing from my ****** Ads account every week, giving me an error message?
Business Response
Date: 09/13/2022

Hello ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your ads 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 11172308
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/13/2022

Complaint: 17920039

I am rejecting this response because this is what they always say, and nothing ever gets investigated, and nothing ever gets resolved.

Sincerely,

*****************************
Business Response
Date: 09/22/2022
Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your advertising issues. We have seen, you already had a previous service request ********** and multiple email were sent to you at ******************************* and no response were received from your end.
Please find below the message that was sent:

Service Request: **********
Good day Rahul,
I hope youre doing fine.

My name is ****** and Im with the Microsoft Executive and Legal Escalations team. I am following up on this case regarding your recent escalation about issues with your Microsoft Ads account.

I sincerely apologize for the inconveniences you have been through. I reached out to our Advertising team, and they located a Support case from September 5th when the ****** import issue was reported and that appears to be resolved.

I would appreciate if you could confirm if the issue has been fully addressed or if further assistance is required from our end.

I look forward to your reply. Until then, have a great day!
Please check your inbox or spam and reply back to Brayan if needed.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/03/2022
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 Microsoft Office 365 Software Premium Plan - Lifetime for $399.00 and license is expiring in 28 days. I called ******************** technical support many times and have been given the run around with no resolution. I was told someone would get back with me and I never get a call back. I also paid for Microsoft Professional Support for 5 years for $699.00 and have been getting no support at all. I am told someone would get back with me and I never get a call back, I paid $1098 on April 2, 2022
Business Response
Date: 09/12/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office 365 license. 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 7007702498.

Sincerely,

Microsoft Corporation

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