Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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  Microsoft

  4643 S Ulster St Ste 700 Denver, CO 80237-2865

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:07/19/2025

  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 am requesting a full refund for ** SPORTS MVP Bundle *********** 26 Deluxe *************************** Football 26 Deluxe Edition), purchased on July 7th 2025 , as my refund request was denied based on an incorrect claim that I had exceeded my annual refund limit. I have only used one refund since January 1, 2025.

  Business Response

  Date: 07/25/2025

  Dear ******* *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

  Customer Answer

  Date: 07/25/2025

   
  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:07/19/2025

  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.

  Someone hacked my xbox account and got my account permanently banned, Microsoft completely disregarded me and support was no help. When filing the appeal for my ban I claimed that I did not do anything to warrant this ban, had zero strikes on my account and I have not been suspended in years (which were very minor infractions). I did not mention that I was hacked in the appeal because I did not find out I was hacked until the hacker changed my profile bio to the hacking website (I found this out because my friend sent me a picture, I was unable to log in and view my bio). Xbox since has denied my appeal and my account that I had for almost a decade, and spent well over tens of thousands of dollars on, is gone forever. I am in desperate need for help and I really hope someone can. I dont even want money for the account I want my account back.

  Business Response

  Date: 07/25/2025

  Dear **** ********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.

  Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/18/2025

  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.

  My outlook got compliance locked because someone threatened to go into xbox support and report that "I was hacked". I was never hacked, never have been. Need my account unlocked. I have used my credit card for it, and it is under my full access.

  Business Response

  Date: 07/28/2025

  Dear *** Loan, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.

  Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided. If you have done this before and it is within the last 30 days, please confirm us the Microsoft account email address in question. 

  Sincerely,

  Microsoft Corporation 

• Initial Complaint

  Date:07/18/2025

  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 writing to file a complaint regarding my ongoing and frustrating experience with Microsofts customer support. I have made numerous attempts to speak with a live technician over the phone, but despite repeated efforts, I have been unable to reach anyone who can assist me with my issue.Microsofts automated phone system continuously redirects me through menus and ultimately fails to provide an option to speak directly with a human representative. In some cases, Ive been put on hold indefinitely, or the system has simply ended the call. This experience has not only been time-consuming and stressful, but it also leaves customers like myself with no clear path to resolution when technical or account issues arise.I believe this lack of accessible customer support is both unfair and unacceptable, especially considering Microsofts size and the critical nature of many of its products for personal and business use. Reliable customer service should be a standard part of any companys offeringsparticularly when technical assistance is essential to the functionality of the products they sell.I respectfully request that the BBB review this issue and communicate with Microsoft on behalf of consumers who are struggling to get adequate support. I am hopeful that this concern can be taken seriously and that Microsoft will improve the accessibility of its live technical support channels.Thank you for your time and assistance.

  Business Response

  Date: 07/25/2025

  Dear ****** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

• Initial Complaint

  Date:07/18/2025

  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 surface tablet from the Microsoft website on May 7th 2025, the order was shipped within a day or two. Unfortunately it was lost by ***** and didn't have any movement from May 12th. Contacted ****** but they could not help because I'm not the shipper and just told me to contact Microsoft. When I contacted Microsoft all I was told is that I have to wait because my shipping address is on military base. It is now over 2 months since the package stopped moving and several calls to Microsoft. Case was escalated at least 3 times, but every time they say that they will investigate with ***** what happened. Meanwhile I don't have my tablet and no refund. Unfortunately I paid this order completely with Microsoft balance. Requesting someone to investigate that order and issue the refund back to Microsoft Balance. Microsoft case # **********

  Business Response

  Date: 08/04/2025

  Dear ********* **********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface tablet. We understand that you reported your package as lost and are requesting a reimbursement. Upon reviewing the tracking information provided, we were unable to locate any delivery updates on the couriers website.
  
  According to ***** policies regarding lost packages, a tracer investigation must be initiated within **************************** this case, the timeframe has been exceeded, and unfortunately, we are unable to proceed with an investigation or offer a resolution under these conditions.
  
  Please feel free to reach out if you have any other concerns or if you would like to open a new case regarding a different issue. We remain committed to assisting you.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23622060
  
  I am rejecting this response because:

  This response is unacceptable and fails to address the core issue of this matter.
  

  Let me be clear on the facts of this situation:
  I did not receive the product I ordered. I paid in full for a Surface tablet on May 7th, 2025, and the item was lost in transit. The tracking information you reviewed confirms this lack of delivery. My expectation as a customer is simple: I either receive the product I paid for or I receive a full refund.
  

  Your business is refusing to refund me for a product I never received. I have been in contact with your customer service team multiple times since May, well within any reasonable timeframe. My calls and escalations were consistently met with requests for patience and promises of investigation. I was repeatedly told to wait for your company to resolve the issue with *****. To now be told that I waited too long, when I was following your own instructions, is a contradiction and a profound failure of your customer service process.
  

  The ****** window you cite is an internal policy between Microsoft and ****** It is not a policy that absolves Microsoft of its responsibility to its customers. As the shipper, ******************** is the sole party with standing to file a claim with ****** I, as the customer, was explicitly told by ***** that I could not initiate this process. The responsibility to act within that 14-day window was, therefore, entirely on Microsoft, not on me.
  

  Regarding the nature of this situation, I am left to wonder if this constitutes stealing or fraud. I have provided my payment, and in return, I have received neither a product nor a refund. Your refusal to provide a resolution after months of waiting and numerous communications raises serious concerns about how Microsoft handles such issues. This situation is, at best, a failure of logistics and customer service, and at worst, an act of retaining funds for a product that was never delivered.
  

  I am formally requesting that you reconsider your position and issue a full refund to my Microsoft account balance immediately. Your company's policies with your shipping partner should not be used as a reason to unjustly retain a customer's money. If I do not receive a satisfactory resolution, I will be forced to escalate this matter further through all available consumer protection channels.
  I look forward to your prompt and fair resolution.
  
  Sincerely,
  
  ********* **********

• Initial Complaint

  Date:07/18/2025

  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.

  My minecraft account was compromised and migrated onto a Microsoft account on August 25, 2022. I have tried to contact support and provided them with all the neccessary information to prove that I am the original owner and creator of the account (such as the transaction ID, the original email, the date the account was created, the original username on the account) but nobody at Microsoft or Mojang support is helping me at all despite providing them with all this information.All I want is to recover my minecraft account.

  Business Response

  Date: 07/24/2025

  Dear ***** *********,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your ****** account concern. We sincerely apologize for any inconvenience this situation may have caused.

  Based on the nature of your request, we recommend reaching out to Mojang Support directly via *********************************** providing all relevant documentation to verify ownershipsuch as your transaction ID, original email address, account creation date, and username. Mojang Support is best positioned to assist with account recovery matters related to pre-migration Mojang accounts.

  Please note that Microsoft Support can assist with issues related to Microsoft accounts. If you have the email address associated with the Microsoft account your Mojang account was migrated to, kindly share it with us so we can further investigate and determine how best to assist you.

  Thank you again for your patience and understanding.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/18/2025

  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.

  Details of the Account:Name: *** BussDoB: Sep 6, 2000Xbox Linked: WorthPlane1742Minecraft/Mojang Account: MOARwaterold password: ILoveGer$$$A hacker took my Microsoft account by getting into my email, adding in theirs, and removing mine as a primary alias. Since my email is no longer listed in the account, all security codes go to the hackers email. I still have access to the account because when I filled out the recovery form, they let me change the password (but not email for some reason). However, I cant do anything because in order to change any information I have to get a code from the hackers email (which obviously doesn't work). I contacted support through a live chat and tried to get them to change the email, which they couldn't. Then, they said they would escalate to a higher team, but I have not heard anything back yet. I have screenshots of the email changing, and of the chats, as well as me being logged into the microsoft account on both my laptop and personal desktop PC. Its best to get this sorted before the password changes and I lose access forever

  Business Response

  Date: 07/24/2025

  Dear *** ****,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issue.

  We understand that your Microsoft account was compromised and that the primary alias was changed without your authorization. While you were able to reset the password using the account recovery form, we recognize that you're currently unable to update account details because security codes are being sent to an unauthorized email address.

  At this time, the only method to regain full access to your account is through the account recovery form:
  **********************************

  You may submit the form up to two times per day,and we recommend including any new or updated information that may help validate ownershipsuch as past passwords, Xbox console IDs, or billing history. Please try to submit information not previously provided.

  Once access is restored, we strongly recommend setting up the Microsoft Authenticator app and enabling two-step verification to help protect your account from future unauthorized access. You can find setup instructions here:
  *************************************************************************************************************************************************************************

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23621692
  
  I am rejecting this response because:
  
  The account recovery form cant work when I do not know the email of the account anymore. After changing the email once, they changed it again to something else, so now I do not know the email. Additionally, even when I did know the email, all the recovery form did was tell me to reset the password (of the email I didn't have access to) which is silly because that wouldn't give me access of my account back, as I can't change any information without getting a code from the email. I hope you can find a workaround because this system is unacceptable.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:07/18/2025

  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 reversing fraudulent charges on my Discover account from ******************** since 2/13/2023. Every month Microsoft charges my card and I dispute it. I've called Microsoft to get my card removed from their system and they conveniently cannot find the card, my phone number or anything in order for me to stop it, yet they continue to bill my card every month. I froze my card with Discover to stop the charges from coming through. That didn't work, they continued to process these charges. I ***orted my card lost/stolen so that Microsoft would no longer have my card number, guess what, they continued to process these charges. I froze my new card in the hopes this would stop it, it did not. In November 2024 I called Discover very outraged that I had to continue disputing these charges, that they just reversed anyway. The *** put in a chargeback for all charges dating back to 2021. But alas, they were all reversed again. I should not have to take time away from work to stop my credit card company from allowing charges through on a frozen card, and also when a stop payment is issued to the merchant. I was told by Discover that Microsoft used a new merchant number to circumvent the stop placement order on my account. I have taken all measures on my side to stop these charges from posting to my card with no support from Discover. Consumers be aware that if your credit card number is ever given to Microsoft there is no way to retract it! Certainly, do not use Discover card, try *********** because their freeze actually "freezes" your card.

  Business Response

  Date: 07/24/2025

  Dear Cord ****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

• Initial Complaint

  Date:07/18/2025

  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 paid for the subscription however it was applied to an email that I no longer have access to and when I called 4 different numbers trying to contact Microsoft all I got was an automated system . I have never been able to speak to a human being to have them apply the payment to the right email address. The old email address is ***********,net the new email address is ******************* If I can't speak with a person to change the mail address then I want my money refunded it's just that simple

  Business Response

  Date: 07/24/2025

  Dear ****** ******* *******,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your subscription concern. We sincerely apologize for any inconvenience this may have caused.

  After reviewing your request, Im pleased to confirm that a refund of $99.99 USD has been successfully processed to the **** card ending in 3594.

  Please note, refunds are typically received within 72 hours, but depending on your financial institution, it may take up to 30 days to reflect on your statement.

  Once the refund is received, you may proceed to subscribe to Microsoft 365 Personal using the correct Microsoft account. To ensure you're using the intended account, please follow these steps:

  1. Sign Out of All Microsoft Accounts
  Visit *********************************************** sign out of all accounts to avoid confusion.
  2. Clear Your Browser Cache
  This helps prevent automatic sign-ins with previously used accounts.
  3. Sign In with the Correct Account
  Go to *************************************************** sign in using the Microsoft account you want the subscription tied to.
  4. Verify Account Ownership
  Once signed in, confirm that the account details (email, name, etc.) match the intended subscription owner.
  5.Purchase Microsoft 365 Personal.

  Navigate to the *********************************************************************************** complete your purchase while signed in to the correct account.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/18/2025

  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 Office 365. I decided not to renew it because I no longer had a business and was perfectly happy with my old versions of Office. when i decided not to renew 365 for the increased price (***** more), i learned that they had wiped my old versions off of my computer so now I cannot use what I had purchased years ago. They tell me they no longer support these old versions and advise me to get a technician to reinstall them. this will cost me more money. they had no right to take away my old programs that i purchased, so I can no longer access hundreds of documents and Excel pages. I tried to reinstall them because I have the originals, but they have made it that they will not work because they don't support them anymore. I don't give a **** if they support them. They had no righto to take away what I had purchased and then to tell me to pay a technician to try to get them back. Not only is that a major inconvenience, it will cost me money. I already owned these programs and I want them back. I also have a complaint about the chat person, ******. She deliberately disconnected me from the chat when I insisted she give me the address of microsoft to send my complaint, after I had waited on hold for that chat for at least 15 minutes.. that is not how to treat an upset, elderly customer.

  Business Response

  Date: 07/24/2025

  Dear ****** *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support 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