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

5,259 total complaints in the last 3 years.
2,055 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:08/30/2022
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 requested Microsoft to honor the 1 year warranty on a Microsoft Surface Duo device. ******************** said they would perform an "Advanced Exchange" and put a hold of $1,633.91 on my credit card on August 24, 2022. Unfortunately the Advanced Exchange has not been completed and Microsoft support agents are unable to determine why or resolve the issue. The last agent I spoke with hung up on me abruptly while I was speaking to him.Case numbers are **********, **********
Business Response
Date: 09/06/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Duo Advance exchange 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 7007463979.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/29/2022
Type:Delivery 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.
This has been happening for a year. I'm being harassed by emails that come from customers that havr accounts with them and people that work there. They ate sending me **** videos, do i want a date and the lastest is a mail order bride. I have contacted them, gave them the email addresses and they've done nothing!
Business Response
Date: 09/05/2022
Hi *************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your spam emails.
We suggest you follow this link in which you can see how to block the senders.
https://support.microsoft.com/en-us/office/block-senders-or-mark-email-as-junk-in-outlook-com-a3ece97b-82f8-4a5e-9ac3-e92fa6427ae4#:~:text=To%20block%20someone%20in%20Outlook.com%2C%20select%20the%20messages,select%20Junk%20%3E%20Block%20%28or%20Spam%20%3E%20Block%29.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/05/2022

Complaint: 17794142

I am rejecting this response because:It's not being sent to my email but as a text message to my number but from a outlook email.

Sincerely,

*************************
Business Response
Date: 09/13/2022
Hi *************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your spam emails.
We suggest you follow this link in which you can see how to block the senders.
As suggested please set the rules of your email account and let what users or domains can get you.

https://support.microsoft.com/en-us/office/block-senders-or-mark-email-as-junk-in-outlook-com-a3ece97b-82f8-4a5e-9ac3-e92fa6427ae4#:~:text=To%20block%20someone%20in%20Outlook.com%2C%20select%20the%20messages,select%20Junk%20%3E%20Block%20%28or%20Spam%20%3E%20Block%29.
If you need further assistance visit microsoft.com
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/29/2022
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.
Friday 8/19/2022 around 6:00pm, my Microsoft account was abruptly locked with no access to email, online storage (OneDrive) or my Office 365 subscription. I have filed two support tickets with one response stating that a serious violation of the Microsoft Services Agreement. No further explanation.I have done nothing wrong or if I had I would like more information and what I could do to get it reinstated.Can someone please help in finding a resolution
Business Response
Date: 09/04/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 associated with the account in question.

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

Thank you for your patience and understanding, and for being a member of the Microsoft community.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2022

Better Business Bureau:

I'm responding to my complaint with the information that Microsoft requested. My user ID is *********************** and my Issue ID is ***********.

Please forward this to Microsoft.

Thank you

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

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that, unfortunately, we are unable to reinstate the account.

Microsoft disabled access to the account due to a serious violation of the Microsoft Services Agreement: https://www.microsoft.com/servicesagreement/default.aspx#3_codeOfConduct.

As stated in the Microsoft Services Agreement, you will no longer be able to access any Services that require a Microsoft account.

For any subscriptions associated with the account, Microsoft will immediately cease charging the credit card on file for recurring charges.
We understand this is not the resolution you had hoped for, but we stand by the resolution provided by our advocate.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2022

Complaint: 17792154

I am rejecting this response because:
I paid in full for 1 year of Office 365, I'm not on a month subscription so I except a full refund. Also, I own the content stored on OneDrive and would like it moved to an account that I can access to copy it down. Also, I would like a copy of all the email stored in Outlook.

Sincerely,

*********************
Business Response
Date: 10/21/2022
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 7009086438.
We will monitor your support case through resolution.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/29/2022
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 been trying to contact Microsoft for 2 weeks to cancel a subscription to 365, but the phone number they provided is wrong, and there is no place on their website to cancel.
Business Response
Date: 09/02/2022
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 7007362425.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/03/2022

Complaint: 17792247

I am rejecting this response because: Microsoft did not resolve the problem they created. I attempted to cancel Microsoft 365 by phone, but the phone number provided in my monthly billing is not a good number. I tried cancelling at the Microsoft website, but there is no available way to cancel. I have spent far too much of my time on this issue.

Sincerely,

*******************************
Business Response
Date: 09/12/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your account, ************ ELP Duty Manager, found that your Office Professional Plus 2019 is a Perpetual subscription, meaning that there was only 1 charge, and the service will last forever and cannot be cancelled.

Microsoft consider this case close as there are no further actions that can be taken.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 09/16/2022

Complaint: 17792247

I am rejecting this response because: Microsoft continues to provide incorrect information. I have been charged $10.81 eight times for a total of $86.48. See attachment. This is a recurring monthly charge. I have contacted Microsoft many times, and they still won't cancel the Microsoft 365 subscription, which is unethical and illegal.

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 Executive agent 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: 10/02/2022

Complaint: 17792247

I am rejecting this response because: There has been no resolution. I have contacted Microsoft numerous times to cancel the subscription, and I am still being charged. The latest charge was yesterday, Oct 1. Microsoft obviously has no intent to resolve the issue.

Sincerely,

*******************************
Business Response
Date: 10/06/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint SR: #**********, I have found that Relationship Manager ************ was able to issue the refund as one time exception for a total amount of: $97.29 USD into your Bank account.

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: 10/12/2022

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:08/28/2022
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.
Welcome I am complaining about a problem with my Microsoft account The email I am having problems with? ***************** The problem is that my account is locked. It asks me for the code sent to a phone number linked to the account in the past And I lost access to that number associated with the account I've tried everything but to no avail, still the same problem Please help me and solve my account problem, I need my account a lot Thank you
Business Response
Date: 09/04/2022
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 7007407642.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/08/2022

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,

Soufian Fali

Welcome
Thanks for your message I'm sorry I don't have a phone number and I would like us to communicate via e-mail better and better About my Microsoft account problem The problem is that when I use my account, a window appears telling me that we have noticed suspicious activity in your account. I will attach pictures to you in the attachments. And they asked me to send a code to a number linked to the account, and I had a problem that I lost access to that number linked to the account Tried everything even the recovery model but to no avail I really need your help to solve my account problem
Initial Complaint
Date:08/28/2022
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.
AUG A28, 2022 Done with Microsoft... I have to be after today how they treated me and my family I've been with Xbox for 22 years. Since Halo. played it except for a 5 year hiatus to the sandbox. I had COVID and was in the hospital, for 3 weeks, almost had permanent brain damage. Finally came home, rent went up I paid it, paid car note and car insurance, made sure the family was fed, paid the cable, internet, hospital bills, medications, no insurance no help from anyone. I sat down to play finally my only glimpse of happiness in a month. I finally felt good. Xbox game pass had lapsed. I don't really have money except for gas for our cars and lunches food etc. Called 3 times, the reps were not American, the second one hung up on me and the third 'manager' kept me on the phone for an hr just to say your burnt. 22 years man. I'm done with Microsoft. That was really cruel. It's like my chest hurts or something. Just terrible. All that for $15 and less then a week extension. Really that hurt. not gonna lie. How can they treat me like this. It was absolutely uncalled for and I just don't understand how they can treat me this way. A life long customer. Really really sad. Not really mad just devastated that they would treat me this way. I can pay it but after that I'm not paying anything until I hear from Xbox. Terrible company and customer service to a lifelong customer, vet, father, and gamer. Grow up ***************************** up
Business Response
Date: 09/02/2022

Hello *****************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game pass concern.
We are sorry to hear that, as a goodwill gesture, we have added on to your account ******************* ***** USD for you to pay another month of Xbox game pass.
We hope you can have fun a lot!
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/28/2022
Type:Sales and Advertising 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 not been able to gain access to my email account ******************************* for nearly 2 years. I have reached out to Microsoft previously who have been of absolutely no help. I understand the security of a customer is important, but I need access to this email. This was my main account and has emails that I need to access in it. My recovery email to gain access to this account is incorrect and not something that I had changed it to. It says ty*****@live.com and the only email I have had similar to that is ************************ which I have access to and tried recovering via this email, but it is not the correct email. My email would not be any other @live.com email as I have never had any other @live.com emails. This is my account and I own the account and based upon the information I have submitted in regards to this account, Microsoft states that is wrong. Unless my account was hacked without my knowledge the information I have inputted should allow me to recover my account. I know that Microsoft has the ability to locate certain information despite whether they say they can not. You're a computer company, your employees can likely hack any account they wish to. I am totally willing to file a lawsuit against Microsoft. I can verify certain emails in my account. Certainly I do not remember them all as I have not had access to this account in 2 years. I want MY account back. My personal information is now just sitting dormant on your server so that anyone can hack it. I want access to my account and MY personal information that was used to create this email address. I have tried several times to gain access to my account that is now locked and Microsoft claims my information is incorrect. @live.com emails don't even exist anymore which means you shouldn't allow them to be used as a recovery email address because I do not own or have any other @live.com emails.
Business Response
Date: 09/05/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account access. 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 7007435054.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2022

Complaint: 17788364

I am rejecting this response because:I await your response and I expect a resolution to the matter. I hope this does not have to escalate to a Class Action Lawsuit.

Sincerely,

*****************************
Business Response
Date: 09/13/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case **********, we se that you were able to recover your account, we are happy that your issue has been resolved, as for now Microsoft considers the case resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/20/2022

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:08/28/2022
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 Surface Laptop 3 on August 26, 2021 Serial Number: ************. I have requested for this laptop to be fixed 3 times now because the screen flashes non-stop. Each time the laptop comes back it is not fixed and I have to create another order. This is completely unacceptable. The warranty is now expired, and seems to be a scam since you never fixed the problem in the first place. I want a replacement with a new laptop UNOPENED from the box. I do not want another faulty product that will just stop working again in a few days.
Business Response
Date: 09/05/2022
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface replacement. 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 7007434561.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/28/2022
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 tried to get a refund for a game I bought on Aug. 27th because it was so buggy and broken you could barely play it and I was denied because I had played it how am I supposed to tell the quality of something unless I use said product basically all I want is to refund the game
Business Response
Date: 09/02/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/27/2022
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.
Microsoft signed me up for automatic payment withdrawal without my authorization. I have canceled the subscription for Microsoft Office 365. I would like a refund, I would've never authorized money to be automatically withdrawn from my account. The initial payment was authorized through PayPal. I don't understand why it is so difficult to issue a refund. I've already removed the program from my computer.Please email me a phone number because I work 12-hour days and receive too many spam calls to answer my phone. I would appreciate a direct line to the representative if possible.
Business Response
Date: 09/02/2022

Hello *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Microsoft subscription cancellation and refund request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7007357352

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/02/2022
Refund received please cancel complaint

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.

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

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