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

5,027 total complaints in the last 3 years.
2,125 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:02/02/2023
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 365 Family charged a subscription fee to my **************** credit card on 01/01/2023. I could not find this subscription when I logged on to my Microsoft 365 Family account. After finally speaking with a Microsoft representative on 02/01/2023, the representative stated that charge was associated with the email address I provided, ****************** but did not know why I couldn't see the reoccurring charge to cancel online. The representative was able to cancel the subscription, but wasn't able to refund the $108.24 charged because of a 30 day policy. I would like the $108.24 refunded to my **************** credit card. The case number given from the Microsoft representative is **********
Business Response
Date: 02/09/2023
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 **********.
We will monitor your support case through resolution.
Sincerely
Microsoft Corporation
Initial Complaint
Date:02/02/2023
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 have been Console Banned for no apparent reason I was playing gta with my friends and I got one of my account banned Unixea, And I thought okay because I never play on the account and all of a sudden I get signed oh and my Xbox series x gets consoled banned out of no where they have denied my appeal request and I would like this to be delt with as I did nothing at all this is a false ban on there side its out of order I have lost 450 plus an account I hardly use I hope this can get resolved
Business Response
Date: 02/08/2023
Dear *********************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.We will monitor your support case through resolution.
We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/08/2023

Complaint: 18969463

I am rejecting this response because: Because I know this issue with my console and account Unixea will not get unbanned and sorted. I would like this matter sorted and be in contact with the enforcement team. So they can sort this false issue they have done on me out, **** to hear from you soon. As this at Microsoft & enforcement team is a joke banning my console for no odd reason and my account unixea.

Sincerely,

***********************
Business Response
Date: 02/20/2023
Dear *********************** ,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/24/2023

Complaint: 18969463

I am rejecting this response because: I just want this sorted out as I have never made any transactions on the account at all. And I got console banned and my account permanently banned for something I have not done. I hope you understand where I am coming from I want this matter sorting out my console should of not gotten console banned same as my account as I have never ever made a purchase on the account

Sincerely,

***********************
Business Response
Date: 03/02/2023
*************** !

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/07/2023

Complaint: 18969463

I am rejecting this response because: Id like this resolved and sorted as I have never made any payments on the account at all. Hope to hear from you again

Sincerely,

***********************
Business Response
Date: 03/14/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 450 charge, we understand your frustration as this issue has not been resolved yet, regarding your account suspension please visit enforcement.xbox.com, as for your 450 charge on that account, we can open an investigation for us to find the charge, as for now please contact your financial institution to put a hold or a dispute on it. Case #**********

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/14/2023

Complaint: 18969463

I am rejecting this response because: I havent made a charge on the account I hope this can get looked into the only ever purchase m made was either I. Fortnite vbucks or something else other than that I have never purchased anything I hope this can get looked into regarding my account suspension & my Xbox console Aswell

Sincerely,

***********************
Business Response
Date: 03/17/2023
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned account. After further review, based on your previous Service Request ********** your account was permanently banned and would not be possible to access it anymore.

On your account, there are not any active subscription or recent purchases either a payment instrument.

Please feel free to read Xbox Community Standards | Xbox

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

Check code of conduct

We are sorry for the inconvenience that this may cause you.

This is the last Microsofts response and will not be longer responding this matter since a investigation took place and you were informed about it.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/22/2023

Complaint: 18969463

I am rejecting this response because: I did nothing wrong for my account to even be banned or my console it was a brand new console why can you not look into this in an investigation?

Sincerely,

***********************
Business Response
Date: 03/27/2023
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned account. After further review, based on your previous Service Request ********** your account was permanently banned and would not be possible to access it anymore.

On your account, there are not any active subscription or recent purchases either a payment instrument.

Please feel free to read Xbox Community Standards | Xbox

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

Check code of conduct

We are sorry for the inconvenience that this may cause you.

This is the last Microsofts response and will not be longer responding this matter since a investigation took place and you were informed about it.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/27/2023

Complaint: 18969463

I am rejecting this response because: Can I not get this investigated ? Because my Xbox series x shouldnt have gotten banned did nothing wrong

Sincerely,

***********************
Initial Complaint
Date:02/02/2023
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.
Date of Transaction: November 20th 2022 Money Paid: $664.24 Committed to provide: 1.Xbox Series X; 2.Xbox Wireless Controller; 3.Xbox Game Pass Nature of Dispute: Placed an order online and provided a shipping address to Microsoft. I received a confirmation/receipt with the address that I provided. Microsoft shipped my order via ***** but submitted the wrong address, not the one provided by me. The order was delivered to the wrong address that Microsoft staff entered in the ***** system. I contacted ***** which stated that the address provided by Microsoft employees was not the same one that I submitted on the order. Microsoft refuses to acknowledge their error and continues to state that it was delivered to the address in the ***** system. Microsoft customer support supervisor, ******, has acknowledged the error was caused by Microsoft employees yet the investigation department continues to blame me and are refusing to reimburse me for the order that I never received. Microsoft opened a case investigation and then closed it. They have not tried to resolve the issue nor accept any responsibility. Order number #********** Tracking number #************ ***** Claim# C-******** Microsoft Case # **********
Business Response
Date: 02/09/2023

Hi ******* ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issues.
After further review of your account, we found a previous case @ **********
which statement is as follows

|Hello,
We are sorry to know that you didnt receive your package. The courier has provided positive proof of delivery and denied the claim.

Due to the results of the tracer, we are unable to approve a refund or replacement at this time.

We strongly suggest that you contact and work with your local authorities by submitting a police report on the missing package as it is now considered theft.

We apologize for the inconvenience this causes.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/09/2023

Complaint: 18969053

I am rejecting this response because: The address that the Xbox was delivered to is not the address that I submitted to Microsoft in my order. They sent the Xbox to a different apartment number and ***** delivered it to that address. Microsoft is refusing to acknowledge their error. As a consumer, when I place an order online and submit a delivery address, I expect that my order will be delivered to that exact address. Not an entirely different address. Inputting the wrong address into the ***** system, by Microsoft, manuallyand submitting it incorrectly is not my error. It is inexcusable to keep a consumers money when they sent the order to someone else. They have in effect stolen my money by refusing to reimburse me for their error. If they would take the time to compare the address I provided to the address they submitted they would see the error that they made. They refuse to do so.
Sincerely,

*******************
Business Response
Date: 02/17/2023

Hi ******* ,
As inidcated in previous email,
After further review of your account, we found a previous case # **********
which statement is as follows

|Hello,
We are sorry to know that you didnt receive your package. The courier has provided positive proof of delivery and denied the claim.

Due to the results of the tracer, we are unable to approve a refund or replacement at this time.

We strongly suggest that you contact and work with your local authorities by submitting a police report on the missing package as it is now considered theft.

We apologize for the inconvenience this causes.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:02/01/2023
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.
There is absolutely no way to get a hold of a human at Microsoft by phone, chat, email. I spent 2.5 hours on the phone. I finally got someone out of country whom I couldn't understand and had to ask them to phonically spell out his answers as I could only understand some of what he was saying. He gave me an address of a M.S. ********************** *************************************************. The phone associated with this address answers with no longer in service. I will drive there later today to see if it is indeed a M.S. ****** which I was assured it was by a M.S. agent. M.S. offers NO customer service. No way to readily contact them. I chatted with M.S. **** on Feb 1, @ ~3:17-4:40. READ our conversation. She abruptly transferred me to another agent. ON HOLD for over 1 HOUR 20 minutes. At which time she came back on, Oh I forgot about you. So **** rude. Fed up with M.S.
Business Response
Date: 02/10/2023
Dear *********************,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:02/01/2023
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.
I ordered a controller from microsoft and they shipped it to the wrong address. They agreed to send a replacement but never did. They refuse to give me a refund and continue to ignore my emails. The address they sent the controller was my old residence I have not lived there for 3.5 years. When I placed the order over the phone I gave them the correct address. *** confirmed delivery to the old address. I have provided all this information to them and they continue to ignore me.
Business Response
Date: 02/09/2023
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 **********.
We will monitor your support case through resolution.
Sincerely
Microsoft Corporation
Customer Answer
Date: 02/09/2023

Complaint: 18968435

I am rejecting this response because:
They called while I was at work, and the issue has not been resolved. Please have them call again so we can reach a resolution. The best time to contact me is after 5pm EST.

Sincerely,

*******************************
Business Response
Date: 02/20/2023
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request ********** we see that our Tier 3 advocate ***** has been working with you on this issue. Upon checking the service request, we were able to confirm our agent has been able to contact you via email and has provided a resolution. We understand this is not the resolution you hoped for, and we sincerely apologize that we cannot provide further assistance regarding this matter, but we stand by our advocates resolution considering our refund policies.

Taking into account this information, we will proceed to close this case as unresolved.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/24/2023

Complaint: 18968435

I am rejecting this response because:

They never provided reasoning behind the denial of the refund. I asked for a detailed specific reason as to why they denied my request. I notified them of the item not being delivered with a week since the order was placed and when the replacement was never send I requested a refund. The refund request happened within 3-4 weeks since after I placed the original order, but their customer service agents kept giving me the run around and never processed the replacement or my request for a refund. They screwed up big time and are making it seem like their mistake is my fault. The calls were recorded on their end and I have all the emails Ive exchanged with them. This is by far the worst customer experience Ive ever had. Usually ********************/********************** customer service is very helpful and goes above and beyond to help their customers, I know this because Ive had issues in the past with consoles and controller and theyve always taken care of it. That is the reason I continued to buy their products but believe when I say that will no longer buy Microsoft/Xbox products and I will advise other people against it. They have essentially ripped me off and refused to do the right thing. Not to mention the condescending way they offered to resolve the issue. Tell me.. do you think its right to offer me a controller I no longer need after 3 months of waiting around for it not to mention they think it is ok to offer me a miserly month of game pass for my troubles? I have no interest in that service I even cancelled my Xbox live gold months ago as I was not really using it anymore. All I wanted was a refund for a product they failed to send to the correct address.

Sincerely,

*******************************
Business Response
Date: 03/03/2023
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request ********** we see that our Tier 3 advocate ***** worked with you on this issue. Upon checking this service request and the past ones,we were able to confirm several agents denied your refund and explained we cannot provide a refund due to our policies. However, they offered an alternative resolution that you denied. Once again, we understand this is not the resolution you hoped for, and we sincerely apologize that we cannot provide further assistance regarding this matter, but we stand by our advocates resolution considering our refund policies and the alternate resolution that was offered.

Considering this information, we will maintain this complaint closed and wont be answering anymore regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/08/2023

Complaint: 18968435

I am rejecting this response because:
The resolutions they offered came too late those would have been acceptable at the 2-3 week **** were going on 3-4 months now, those resolutions are useless now. And they need to stop hiding behind their policies because I asked them to clarify and provide documentation on those policies and they refused to provide that documentation to me. By far the worst customer service experience Ive ever had. I never asked for something unreasonable and yet I was treated as if I was trying to take advantage of them.

Sincerely,

*******************************
Initial Complaint
Date:02/01/2023
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 have an Xbox series X that has had some issues due to a storm. I spoke with a representative on Monday and was on the phone for 30 minutes. At the end of our call the representative came to a conclusion that I would have the $300 service fee (more than half the price of the console) waived. I was told that I would receive and email or call back with instructions within 48hours and today came and I did not receive either a call or email so I called back. I spoke with two individuals who were both fighting teeth in mail that my only option was to pay. The later was a supervisor and after 20 minutes he hung up on me.
Business Response
Date: 02/09/2023
Dear *********************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,the service request has been created for investigation # **********.

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/09/2023

Complaint: 18967897

I am rejecting this response because:I received a call from yet another person outside of the US and I was told Microsoft cares about my problem yet the only option I was given was to pay $300 to have my Xbox fixed. There was zero address to my actual complaint! I was told my happiness and preferred solution to the problem was trying to be achieved yet I was given 1 option to move forward this is ridiculous!

Sincerely,

***********************
Business Response
Date: 02/20/2023
Dear *********************** ,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Nevertheless, the service request has been created for investigation # **********.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/10/2023
Thank you so much for getting back to me! My rebuttal is that the company sent a response saying they had some one researching my case and would reach out but I never heard from them!

Please let me know if you need more information!
Business Response
Date: 03/16/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your XBOX repair order request. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ***** had been working with you on this issue. We were able to confirm our agent informed theres two options you can take regarding this matter. The first one is for you to dispute the issue with your home insurance, and the second one is our Out of Warranty Repair Order, that has a cost of 299 USD plus local taxes. We do apologize for the trouble youve been through trying to get this solved, but we cannot move forward with any other option as the device is out of warranty.
Please let us know how you would like to proceed, so we can monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/21/2023

Complaint: 18967897

I am rejecting this response because:The customer rep you mention and I had a 10 min or less conversation and that was it. She never once mentioned that I could contact my home insurance company and when I just tried they said that I have waited too long for this claim. At this point I am incredibly disappointed in Microsoft as I was originally promised that my device would be fixed. Even the high level rep promised she would do everything she could to make me happy yet provided me zero options other than to pay more than half of the price of a new console. I have spent over $1000 in games over the last few years on that Xbox that are just gone now and I cant play them. Microsoft has not shown any urgency in this matter and has made me feel completely useless even though I have been a customer for the last 18 years

Sincerely,

***********************
Initial Complaint
Date:02/01/2023
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 purchased an Office ************** 2019 bundle (download version) on 02/06/2019 for $163.30, tax included. The Microsoft account I used for this purchase was associated with the email address ************************* I discontinued this email address when it became a paying service (incidentally with Microsoft 365) 2 years ago. Instead, I now use a free gmail address.This morning I experienced formatting issues in Word. Documents in standard 8.5x11 format were in the wrong aspect ratio, cropping information top and bottom. I contacted tech support via Chat and spent several hours trying to solve the problem. Sharing the screen with support tech did not work, I don't know why, I checked my firewall, called Apple, etc. there was no problem, I work with Zoom all the time, etc. I ended up, at Microsoft suggestion, uninstalling Word. But how would I reinstall it? I had the product key number and the email confirmation for my purchase. New chat session (transcript attached). Tech support transferred me to billing who ensured me that I would have no problem recovering my software since I had the key number; they would transfer me back to tech support to help me reinstall it. Tech support told me I could not update my account with a new email address. Nor could he help me. I copied the software from a hard drive bootable backup, but was not able to activate it, as no option was available to enter a key number; the only possibility was to provide the email address, which, as I explained above, could not be updated. I tried to call all phone numbers available online to speak with a Microsoft agent live, and was referred back to their website.I am self-employed and have wasted a full day of work. Short of buying a new version of the software, or a subscription, I cannot access documents that are critical to my projects.
Business Response
Date: 02/10/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office 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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/10/2023

Complaint: 18966941

I am rejecting this response because:****
A Microsoft representative called me at 2pm today. We tried again the same steps as last week. The representative suggested screen sharing, which did not work (I can do it with Apple, Adobe, etc. why not Microsoft?). I tried to access my Word account using my old email address: Microsoft did not recognize it. I tried to do it using my gmail account: I was informed that no purchase was ever made. After 45mn, the representative told me nothing could be done to retrieve this software, since it is associated with the old email account. ****
I asked why the system could not be manually overridden to allow me to access my purchase. The answer was the same. Last, I asked why consumers were not forewarned that they had to retain the same email address. There was no answer.
****
I request a refund of my purchase.****
Thank you.
****
****
****
****

Sincerely,

**** Saint-pierre ****
Business Response
Date: 02/17/2023
Dear *********************,

We are sorry to hear the issue was not resolved on your first call with our agent. You have a scheduled call for 02/20/2023 05 PM - 07 PM ET with our agent, if you are not available at that time please update the agent with a new timeframe by replaying to the email the agent sent you.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/23/2023

Complaint: 18966941

I am rejecting this response because:

****
Although the Microsoft agent was very kind and thorough in verifying the details of my circumstances during a first and a second escalated phone call, there is currently no resolution to my complaint. We had a third phone call scheduled on 02/20, during which the agent informed me that there was no current solution, but the team was still working on my case. I then received an email stating there was currently no solution, and Microsoft would reach out to me.****
****
Sincerely,

**** Saint-Pierre ****
Business Response
Date: 03/02/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Keep in contact with our agent to reach a solution to your issue, we understand that this process can be a long wait, but please keep in contact with the agent, if no solution is reached please contact us through the BBB portal.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:02/01/2023
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 son got the 30 day free trial of minecraft realms on my switch and then i cancelled the subscription after he did so, Now i'm getting charged 30 days later. I know for a fact i cancelled the subscription on the switch because he brought it to me, and i selected free trial, then went back and cancelled the recurring payment. Microsoft hides behind a "help" page wall and a robot tells you to visit the help page then hangs up on you when you call the support phone line. This is highly unacceptable and theft, and my bank will be knowing about these charges. I can't believe this is one of the biggest companies in *******, yet doesn't offer a single person to provide support and that's pathetic, i will be selling all my stock in this company and i want my stolen money back.
Business Response
Date: 02/08/2023
Dear *************************** ,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.***** us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********

We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/08/2023

Complaint: 18966047

I am rejecting this response because:
I have yet to receive any email or correspondence from Microsoft that provides resolution, the investigation number provided does not cite if they plan to resolve the issue in any way or if they will ever even contact me again.
Due to the fact that Microsoft does not even provide a support email address to contact, i don't believe this is a satisfactory response.
Note that I have tried to contact Microsoft support multiple times before ever submitting this complaint, and all their hotline provides is a robot that tells you to visit the website then hangs up on you. There is surprisingly no other option for me to contact Microsoft aside from this platform. Please provide a resolution or another contact method.
Sincerely,

***************************
Business Response
Date: 02/20/2023
Dear *************************** ,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/26/2023

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:02/01/2023
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 charged my credit card for $99.99 for an annual subscription that I did not authorize and the phone number associated with this charge is invalid **************.
Business Response
Date: 02/09/2023
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 **********.
We will monitor your support case through resolution.
Sincerely
Microsoft Corporation
Initial Complaint
Date:02/01/2023
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.
I ordered a Microsoft Surface pen (model ****, serial #************** on May 25, 2022 from an authorized retailer *********** Services, LLC). It stopped working on 1/26/2023. I called Microsoft support to troubleshoot and they could not resolve the issue. After lengthy troubleshooting, the tech crashing my computer, and having difficulty contacting the department again they finally transferred me to someone in the surface department who said they could help. She said she put through a service order and that I should get an email with prepaid shipping label and instructions to complete the replacement in ***** hours. I never received these things. I emailed back to the support case ticket (Case #: **********) on 1/30/2023 trying to get assistance and filed a new support ticket as well. No one has contacted me back and they marked the issue as resolved. I cannot get ahold of anyone and they will not help me. All I want is for them to honor the manufacturer warranty and finish this order for replacement like they said they would.
Business Response
Date: 02/10/2023
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface pen 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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/16/2023

Complaint: 18965094

I am rejecting this response because:

Yet again they asked for all the same documentation/photos I've already submitted, and I sent all of those again that same day (2/11 to **************). T

Then I followed up on Wednesday (2/15) and asked if they needed anything else to send the packing label/instructions for the replacement. They haven't responded meaning they don't intend to help me... YET AGAIN.
When I first had this issue with this pen months ago, the support person sent all of it while I was still on the phone with him!! They're defrauding their customers by not honoring their own warranty agreement and not providing any kind of customer service, just runaround and asking for the same things over and over when all they have to do is actually HELP me by sending the email with packing slip for this repair!

Sincerely,

*****************
Business Response
Date: 02/24/2023
Dear *****************,

We sincerely apologize for the inconveniences you have experienced so far with your product and with the support experience. We have investigated the case we have opened previously, we see that the agent compensated you with $90 USD credit to your account, Microsoft will consider the case closed.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/01/2023

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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