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

5,271 total complaints in the last 3 years.
2,062 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:09/08/2022
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.
On 8/31, I transferred $13.50 balance from my Bing Rebates Account as a "payout" to my PayPal account order number (44faba36-f4cf-4345-b44d-a48135eefd). Microsoft never fully processed this request and the status of this transfer remains "In Progress". The process states it can take up to two days. On, 9/2 and 9/5 I contacted Microsoft and submitted a new service requests. However, there has been no response to those inquiries so far.
Business Response
Date: 09/13/2022
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 7007757259.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/14/2022

Better Business Bureau:
Microsoft finally responded to my original inquiry and resolved this under Service Request 1542020259.

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:09/08/2022
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 purchased my first subscription from Microsoft office 365 when i purchased my laptop ****** computer on 10/15/2019 from office Depot in ************, ******* and has renewed my subscription with no problem with my account or email. I received an alert from Microsoft that i need to change my password. My Microsoft account had been blocked for security reasons. I have been trying to recover my Microsoft account since September 1st, 2022.Every time I submit information ,I'm told to submit another form with as much accurate information as I can gather . I have gone to ******** The Geek and the office depot. They all gave me the customer Service number for ******************** but couldn't get a live person on the phone. I don't have any more information to submit that I know to make sure that i am the owner of this account.My account is blocked so I can not use my Email:************************************ am using my Gmail address to correspond with Microsoft Support:**************************** issue#:184381031My telephone number ***** 218 0111Thanks for your consideration in this matter. ***************************** 09/7/2022
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 is7008032855.
We will monitor your support case through resolution.

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 bought a XBOX series X about a year and 3 months ago. The Original system broke on me within 6 months so they sent me a new one and now 8 months later the new console they sent me is broke and they dont want to replace it .
Business Response
Date: 09/14/2022

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox and replacement issues We are unable to verify or locate a service request associated with the information provided in your claim.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. 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, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/07/2022
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.
This has been a issue SINCE JULY 2022. Ive been hung up on and put on hold for over an hour SEVERAL TIMES. Ive been expecting a refund SINCE JULY 2022. You have cancelled my subscription and now holding MY MONEY without services rendered. THIS IS THEFT. Everytime I call its a different thing AND NO ONE WANTS TO HELP. I will take this up the next level If I have to. GIVE ME A CALL AND A REFUND ASAP
Business Response
Date: 09/13/2022
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 7007757745.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/15/2022

Complaint: 17930681

I am rejecting this response because: I need someone to call me, refund my money as Im not recieving any services from yall. Please resolve this asap

Sincerely,

*****************************
Business Response
Date: 09/23/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR ***************** we see that a Accounts &Billing Support Advocate *****. contacted you regarding your grievance last communication on August 20th with the following resolution: "This is ***** again with Microsoft support. I would like to thank you for taking my call earlier.Just to recap our conversation I understand you have been attempting to receive refund for a Microsoft subscription. As I mentioned on our call since you attempted to reach close to the 30-day policy I have given an exception and processed a refund for ****** USD. Please allow 5 to 7 business days depending on your bank to receive your refund."
She stated a refund was issued into your bank.
Microsoft consider this case as resolved and now will be close.

If you have any questions or if we can be of further assistance, please feel free to contact us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/28/2022

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:09/07/2022
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.
I have attached info regarding the date I contacted them for resolve. I have not received communication in return. I already have 365 non-profit and did not realize that this was a different billing. I am requesting refund of the product and immediate cancellation. Thank you
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 7007721037.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/12/2022

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:09/07/2022
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

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Microsoft is NOT a BBB Accredited Business.