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

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Corporation

  PO Box 14647 Tucson, AZ 85732-4647

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  Microsoft Corporation

  131 E Pecan Blvd Mcallen, TX 78501-9554

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:06/14/2022

  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.

  Windows seems to continue practicing planned obsolescence. The computer keeps bogging down more and more with windows programs that cause a High CPU and my computer starts to get glitchy during meetings. System Interrupts, System, Desktop window manager, and windows explorer all constantly exceed 50%-60% of my CPU only leaving me with 40% for my actual programs. This is ridiculous and should be addressed. Our I.T. Department has tried to fix but has not had any luck. It's making a very expensive engineering grade computer almost obsolete after 5 years.

  Business Response

  Date: 06/21/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with *************** unable to verify your account or locate a service request associated with the information provided in your claim.

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

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

  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:06/14/2022

  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.

  My ******************* **** card is being billed monthly by microsoft for something. I don't know what. It just shows up on my **** every month for over a year now. I don't remember signing up for anything. There is no way to contact them. There is a phone number next to the billing item, but when I call I can't get through. I tried to have the credit card company stop the payment, but have had no luck. I just want them to stop billing me $16/mo for something I didn't purchase.

  Business Response

  Date: 06/21/2022

  Hi *****************************
  

  Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your billing issues. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7005201834 

  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:06/13/2022

  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.

  On May 9, 2022, I notified Microsoft that I received an invoice for $332.39 for Azure-related services that were cancelled and all charges waived (in April). On May 13, Microsoft confirmed that the charges were waived and that my account would not be debited. However, On May 19, Microsoft automatically withdrew the $332.39 from my checking account, which I immediately notified them of. Later, on May 19, Microsoft reiterated that my account would not be charged, and the company's representative assured me that she would verify with the "backend team." In the four weeks that have elapsed since this May 19 correspondence, Microsoft has not responded to any of my emails inquiring about the status of this issue nor have they issued a refund.

  Business Response

  Date: 06/20/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7005178819 .

  We will monitor your support case through resolution.
  
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/13/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an email from my ************ concerning a card dispute of $28.59. When I went to check to see if my account was in good and proper order I noticed my card was current it had been declined. Made copies of everything to dispute the charges at my credit union. Upon arrival I was told that the payments went through and that my card was active and open - not closed; That I had paid for **** my credit union informed me the problem was on Microsoft's end, not mine. I came home made some notes after verifying the service agent at Microsoft 365 left no voicemails on my phone. I find it quite interesting that Microsoft left no way for anyone to contact their billing department contact number on the BBB website when they gave the BBB a status update as to how to best contact and resolve these billing situations. So, do I owe the $28.59 or the $57.18? A **** should never be this confusing to pay. They need to get it together at Microsoft and process my card. Thank you.

  Business Response

  Date: 06/22/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Disputed Charges. 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 7005236832.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/13/2022

  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.

  Microsoft has locked my account from me because of an old phone # I no longer have access to due to changing it to avoid an abusive ex. This, with most companies, is a short issue solved by contacting support and resetting a password or something of the like.Instead Microsoft has decided to cheap out on resources to resolve issues with their company coding or work. For most companies this would be easy to just avoid by finding an alternative brand for a product or the like, but Microsoft has a near monopoly on logins for business, school, and other sites. Their issues have made me unable to log into my school account for a month, missing a period where I needed to log in to work on my FAFSA information so I can prepare to start a new career. There is no phone # to resolve this in a day, there is no online support to resolve it in a week. No, they just force me to be locked out of ************* account for a month so they can save money which has harmed my career progress.

  Business Response

  Date: 06/20/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7005171086 .

  
  We will monitor your support case through resolution.

  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/23/2022

   
  Complaint: 17422005
  
  I am rejecting this response because: you sent me an email in an attempt to fix the problem 26 days after the issue, 4 days before it will supposedly reset my security phone info. I do not want to mess up the process 4 days before it is finished with the chance you will make me wait yet another 30 days.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/28/2022

  Dear ***************************,  
  
  Thank you for your response, the ******** Services Support Agent ****************** has been trying to contact you via phone call but was unable to get answer, she was trying to get your correct contact information to help you get this situation sorted out, please reply to her email with the best way to reach you or let us know if you still need support and we will be happy to help.
  
  
  Sincerely,
  
  Microsoft Corporation
  

• Initial Complaint

  Date:06/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an Xbox Series X console, manufactured by Microsoft, on January 21, 2021. They provide a 1 year manufacturer's warranty. Since purchase, I have had issues with the console not outputting video properly, but the issues were usually fiixed by power cycling or other at-home trouble-shooting tips. Now, 15 months after purchase, the issue cannot be fixed on my own. I am unable to use the device. I paid $500 for the device. Their support is providing two options: to send it to them for repair for $300 (new is $500) or to have it repaiured locally. I attempted to get it repaired locally, but all three shops near me do not perform this service. No agent of Microsoft that I speak to has been sympathetic to my position, that I was sold a faulty device that requires an outrageous repair **** after only 15 months of use. I feel helpless and taken advantage of because of the money I have put into the console in the form of games and accessories or digital purchases that I can no longer use or access. Searching online, this is a common issue with the product, and it is routinely repaired under warranty. Their customer support staff are offshore and communication has been difficult for my situation. Each time I am told that the console definitely needs repair, and that I should get a local retailer to perform this service since their official repair is extraordinarily expensive. I would really just like to have my product repaired. I am very soured by this experience - I spent a lot of money on a product and am unable to use it - it's useful life should be longer than I have had it. The agents recognize that their price to repair is excessive and suggest I go elsewhere for repair, but I am unable to. I just want the product I paid for the function, without paying 60% of the cost of a new unit after less than a year and a half. I have recurring subscriptions that I have continued to pay for with Microsoft that I am unable to access or get value from while inoperable.

  Business Response

  Date: 06/20/2022

  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7005170854 .

  
  We will monitor your support case through resolution.
  
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/23/2022

   
  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.

   

  The company has assigned a representative that has been attentive and understanding. The warranty was extended as a one-time exception. The device is in transit for repair.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/12/2022

  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 purchased Lego Star Wars the skywalker saga the digital version for $51.35 on May 23. Theres a glitch in the game that makes it impossible to continue playing once you reach a certain point. Xbox will not allow me to have a refund. I want a full refund as this game is a waste of money as it can only be partially played.

  Business Response

  Date: 06/20/2022

   

  Hello *************************

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the defective game. We have made a one-time exception and decided to refund you the game you indicated, however take into account the digital games cannot be refunded, you only have 14 days to ask for a refund if you find any defective game.

  Refund provided: 51.35  **** x8158 order 4430988446

  Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:06/11/2022

  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 MS ****** ******** in 2016 which was installed on my old laptop and worked perfectly fine. I recently purchased a new laptop and was not able to transfer my ******** to the new computer, I tried to install the ******** using the Product key code given to me when I purchased the ******** from Best Buy. Back in December 26, up until March 12, I "spoke" with Microsoft via ******* without success and finally once again made contact on the website via chat for assistance. First I was told that the product code was good however he (******) wanted to gain access to my computer to "work on my concern more efficiently." I told him that I would prefer a link so that I could install the ******** on my own. After I refused he sent me an installer link however after attempting to install the ******** I received a message"the product key has already been used." Well of course it was used on my old laptop. I was then told the email account was associated with another Microsoft account. I explained to ****** that I had several emails during over the years however I had/have my receipt from Best Buy of the purchase and the Product key all verifying my purchase. I was continuously offer to purchase a monthly or annual subscription however I refuse to purchase something that I don't need. I also reached out to Microsoft via ******* without success. MS 2016 worked on my old laptop and I'm certain that it will work on my new laptop. I just need to be able to install. Attached is a copy of my receipt for a computer and and the MS ******** which clearly says "Product Key card" which was purchased under my husband ********* account.

  Business Response

  Date: 06/20/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is SR ************************ will monitor your support case through resolution.
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/20/2022

   
  Complaint: 17415794
  
  I am rejecting this response because: I have spent several months working with MS in an attempt to resolve this issue, now I need something concrete. I don't need to work with anyone from MS, I need to be able to install and utilize the software that I purchased. I have the 25 digit key code that came with my software which should work but does not. If MS can assure me that I can install the software on my computer that will suffice.
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/23/2022

  Dear ***********************,  

  
  Thank you for your response, we understand you want to get this sorted out as soon as possible, after reviewing your complaint and recent service request # ********** we see that ***** from Support Escalation Engineer contacted you to regarding your grievance and could confirm that you have a support session is scheduled for:
  
  Date: 24th June 2022
  Time: 12:30 PM 2:30 PM
  Time Zone: EST

  
  If the above time frame is not correct or you would like to reschedule, please reply with updated information, or reach out to the engineer *****.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/27/2022

   
  Complaint: 17415794
  
  I am rejecting this response because: I have been in communication with ***** however the only question he has asked is for the email address used with the software. I have explained to ***** that the software has been used under my email - ************************ up until the purchase of my new laptop when I took it off of my old laptop to use on my new one. As of Friday I have asked ***** to correspond with me via email as I have given him all of the information requested and also because I  am not always able to be reached by telephone. ***** continues to ask for email addresses of which there are none. On June 24, ***** informed me that in order to search for the email address he had to put in a request to his "upper level team" who is responsible for searching for the email attached to the software that I purchased. I did ask if Microsoft is able to determine that the software was not listed under my email it stands to reason that they should be able to determine which email address is attached to the software that I purchased. Since I removed the software from my old laptop it should not be attached to any other email. I am still waiting to hear from ******* upper level team who supposed to be able to determine the status of my software.  I also have the emails. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/11/2022

  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.

  MICROSOFT IS STEALING MY INFORMATIOPMN AN D ATTEMTING *** CREATE DISTANCE BETYWEEN MY FAMILY BY MAKING IT IMPOSSIBLE TO COMMUNICATE WITH WIFE AND SON, AS WELL AS ILLEGALINJG SPYING AND TRACKING MYSELF AND FAMILY

  Business Response

  Date: 06/20/2022

  Dear *******************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Data issues. 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 7005171528.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/11/2022

  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.

  Fix your application.

  Business Response

  Date: 06/20/2022

  Hi *********************************

  
  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit  https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

   

  Sincerely,

  
  Microsoft Corporation.