Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,251 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:08/08/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 24th, 2022, I sent my XBox Series S console and controller into Microsoft for a warranty repair. On August 8, 2022, I received it back without the controller. They didn't send the controller back with the console. I sent in a console and controller and only received the console back. I called customer service but they kept putting me on hold and eventually said "we'll call you back." Microsoft order# **********
Customer Answer
Date: 08/10/2022

Regarding complaint ID #********. It turns out the controller was shipped separately and arrived the next day. For my lack of patients and jumping to quick conclusions, I sincerely apologize to the Microsoft Corporation and its customer service division. My sincere apologies to the BBB.
Initial Complaint
Date:08/08/2022
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 Microsoft Office on 3/1/21. This is good thru May, 2023. Due to my credit card being hacked several times ****** and my bank suggested I change my email address, which I did. I have contacted Microsoft several times by chat, which is the only way they have for ***************** to let them know that I cannot access my Microsoft word, excel etc. accounts because a message pops up stating this email address does not match the Microsoft Office account, and they chat back stating wrong department and we will connect you to the correct department & then they disconnect without helping me. Now my Microsoft account is stating there is no account associated with this email. Best Buy stated to have Microsoft reimburse me thru May, 2023 or reactivate my account with my new email address from my old email address which was ********************** to my new email address which is *********************** & to email me a temporary password. I cannot do this myself because I cannot change me email address with Microsoft. It will not let me and Best Buy tried and they could not as well. All I want is for someone to just reactivate my Microsoft Office Account &send a temporary password so I can get to my documents, spread sheets etc. It should not be this complicated or hard. I have worked on a computer for thirty years & have never experienced such an easy solution to be so hard. Resetting an account with new email address & sending a temporary password. At this point I would like reimbursement for remainder of the account thru May, 2023 or a reset of email address & sending a temporary password. This has been going on for 3 months so if it is reimbursement then it should be from three months ago thru May, 2023. I took my All in One ***************** to Best Buy because I purchased these at the same time as the Microsoft Office program to see if they could help me get Microsoft Office reactivated & they could not. Microsoft Office could also send me a new product Key.
Business Response
Date: 08/12/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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: 08/13/2022

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,

*************************
Customer Answer
Date: 08/17/2022
Original complaint No. ******** regarding Microsoft Office. I was told by the BBB that someone from Microsoft would be making contact with me within 48 business hours. As of today no one from Microsoft has contacted me. I would like my original complaint reopened and marked as unresolved until Microsoft responds.
I would like either a refund or my email address and password changed and reset
Business Response
Date: 09/04/2022
Dear *************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that our advocate ***** from Microsoft Customer Support has contacted you to regarding your Microsoft Subscription via phone call on August 19,2022 at 1pm CST, as discussed and agreed over the phone, your subscription on your account did not renew because there was no payment option available for it to renew at that time and the token redeemed on the account was valid only for one year, thereby,case was closed and archived.

If you have any other questions or concerns regarding this notice, you may either reply to the last email sent by the adviocate or contact support.microsoft.com and mention this Service Request Number: **********.

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/08/2022
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 a laptop computer on microsoft ****** website, the next day they send me an email of shippment with tracking number and estimated arrival date. I then purchased several components and accessories like RAM, SSD and bag for this laptop on Amazon. However the laptop never arrived, I tried to contact their support and they promise to do some research. After few days they cancelled the order and refund me without even contact me. I called them again today and all they told me is to buy an more expensive model and give me $50 discount, or you can just buy it elsewhere. This is totally unacceptalbe. Let alone the accessories I bought become uselss as well! I desire them to restore my order, take the original amount of money and ship the laptop as soon as possible.
Business Response
Date: 08/12/2022
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006779097.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/08/2022
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.
My account was hacked on 8/7 around 1:10 pm, I contacted support, their recovery form is terrible and won't help, I provided information but it wasn't enough. I started a ticket for support, it's still pending while they escalate it. ticket number: **********
Customer Answer
Date: 08/11/2022
My complaint #******** against Microsoft has been resolved.
***** ****
Initial Complaint
Date:08/08/2022
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 have been getting charged for months for a service I do not have. I have sent emails, chatted with support specialist, and have called their dead end support number. I have gotten no help and they continue to "pass my issue along" with no help. I have been getting charged for months and want a refund and a cancelation of anything further. This is fraud at its finest. I have screen shots of payments, but I do not want my information to be shared.
Business Response
Date: 08/16/2022
Dear **********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 7006876012.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/16/2022

Complaint: 17686390

I am rejecting this response because: This is a resolution that has been promised and unsuccessful many times in the past. I am seeking a full refund for the charges. I have screen shots to show the amount attached.
Please deposit this payment back to the account it was credited.

Sincerely,

**********************
Business Response
Date: 08/23/2022
Dear **********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your complaint and recent service request (SR **********) we see that agent ****** is in communication with you regarding your issue.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2022

Complaint: 17686390

I am rejecting this response because:I have been in communication with ****** and she states that she does not represent the department that can aide me in my complaint. She stated that she is passing my info along to the right department. That is a response I have gotten over and over from the company with no resolve.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau. As mentioned by our agent in the case **********, your issue has been transferred to the right department to facilitate a solution to your issue, if you dont receive any contact by our agent,please notify us and we will open a new case.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/19/2022

Complaint: 17686390

I am rejecting this response because:i was notified of this and I have not received any new communication in over 1 week, almost 2 now

Sincerely,

Muselifat Kareem
Business Response
Date: 09/27/2022
Dear **********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We are sorry that you were not contacted in this las few weeks, we opened a new case to work towards a resolution, your new case number **********.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/07/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has locked me out of my account. In trying to reset the password, my account has been locked. I have tried the account recovery form multiple times and online chats. My gaming consoles are in my possession and can show ownership, along with living at the same address for over a decade. Other than being directed repeatedly to an online form, I have been unable to receive help from Microsoft. Thank you.
Business Response
Date: 08/12/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006768671.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/16/2022

Complaint: 17685040

I am rejecting this response because Microsoft has not reached out with a person from their company to respond to me. I have only received a automated help message directing me to the same account recovery link or tellling me to create a new one. I have had my account recovered before when I changed emails from *********************** to *************************************************.

Microsoft has sold for years and seems to have become too large of an automated company with no real people working for them to help their customers who have spent money with them. Getting the same canned response in Chats and emails is mindboggling. No matter how you reach out, you can't receive real person support. The phone numbers hang up on you after only redirecting you to the same link. After having this issue, I will think long and hard about having another microsoft products or bringing them into my home.

Sincerely,

*************************
Business Response
Date: 08/22/2022
Dear *************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that **** N from Accounts and Billing support contacted you to regarding your case,unfortunately, this is the only method to regain account access, to do so, please visit https://account.live.com/ACSR to provide the information necessary to confirm that you are your Microsoft account's rightful owner. You can submit the form up to two times per day.Please try to submit information not previously provided.

If you have any questions or concerns, please feel free to contact Microsoft Customer Support.

We understand this is not the resolution you had hoped for, but we stand by the resolution provided by advocate ****.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/07/2022
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 contacted Microsoft for a refund after seeing a double billing on a digital product. I contacted them WITHIN their 14 day window and no reply. I was told in an email 72 hours to have an answer. It has been 5 days with no answer. I was with my son when the first time trying to purchase "technical error try again." So he did and now we have a double charge for the same game. Screen name: Titian02231ants email used was [email protected] would like one of them refunded as I work barely paycheck to paycheck. This isn't the first time Microsoft has pulled this on us but I can't just let it go anymore.
Business Response
Date: 08/12/2022

Hi *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface double charge incident.
After further review of the account *********************,no purchases were found in the las 90 days, ****************** as to this other email, there is no any account found and for last with the Titian02231ants no results found either.
We would like to assist in investigating your claim. If you have an existing service request for this issue, or any other details please update your claim with it and we will be happy to help.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/12/2022
Rejecting
%3cbr/%3e%253cbr/%253eAttached two screenshots of Xbox showing they never changed my email from ******************* which is compromised to ********************** check under *******************.
%3cbr/%3e%253cbr/%253eSara *****
Business Response
Date: 08/22/2022
Hi *******************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your duplicate charge incident and refund request. Thank you for the information.
We have reviewed the account ******************* and could find the duplicate order **********, game Code Vein and refunded you the amount of 12.59 USD on **** x6554
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
For future assistance please visit Microsoft.com
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/06/2022
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 noticed a charge from Microsoft on my bank account months ago. I tried going through the chat service, I tried talking to "managers" on the phone. I did the ENTIRE process 8 times. Every time they said they would "forward it to the specialist" and then never did. It never {{went anywhere. It is impossible to even find a way to "chat" with support online and when you do they just keep transferring you to other people. Then after hours of "investigating" they say they have to send it to the special department that will devote a whole team to solving the issue and will return the money. But nothing was done. They all just lied and hoped I would give up. Finally, on the 8th try, I told the chat person to have the supervisor call me. He called me and SWORE that they were being honest and would solve the issue. I told them that I moved to a new state and only had two weeks for them to send the money back to the bank they stole it from, so if anyone finally found it to call my phone or email my work email, NOT to email the outlook account because I never use it. They swore that they made a note in the file and would CALL as soon as they found it. I didn't hear anything for weeks. Here is the email I just found in the outlook account that they promised they WOULD NOT EMAIL: [[******* (Microsoft)Thursday, June 23, 2022 2:09 AM GMT Hi *******, Hope you are safe in this pandemic ********* we are able t locate the charge in one of your account, Its in one of your Outlook.com account Connect us back using the link for more clarification You can also reconnect by visiting: https://support.microsoft.com/en-us/contactus/ Thanks and regards ************************* M]] I tried emailing back with no response. Tried the chat and they said I would have to START OVER because the case number had expired?! I told them that was their fault because they promised to call since that email account is defunct. They didn't care. I want my $109 back that they stole.
Business Response
Date: 08/12/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft charge 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 7006777926.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/06/2022
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.
Suspicious and scams Scared and nervous and worried about this especially with people these days
Business Response
Date: 08/12/2022
Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding suspicio0us scam events you received. Unfortunately scams appears nowadays have become all too common, affecting millions of consumers worldwide. We take your privacy very seriously and would appreciate it if you reported this phone scam at the site below:

(https://www.microsoft.com/en-us/reportascam/)

Official Microsoft support agents will never contact you unless you have first contacted us and have asked to be reached. We would like to suggest not to provide any sensitive or personal information and contact the official channels if required.
If you would like to take advantage of our official technical support or Microsoft help you may visit https://support.microsoft.com/en-us Microsoft.com or call ************ for assistance.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/05/2022
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.
On Tuesday August 2nd I was hosting a game of Sea of Thieves on stream in the morning. As I was getting ready to start the game I got a message requiring that I upgrade my XBox game pass to Ultimate in order to continue. I had regular game pass at the time.I purchased Sea of Thieves so that I could just use the regular Game Pass and not have to upgrade my subscription to play, since I dont need the features of Ultimate. Both the Sea of Thieves website and the XBox store state I only need XBox live Gold or regular ultimate to play the game if I own it, however, I was still unable to play the game and continued getting the message to upgrade. I didnt have time to contact support to figure out why it wasnt working because it was time to start the stream. I tried to purchase a month of Ultimate just to get the game working until I had more time and it ended up converting my whole subscription and charging me a bunch of money. I dont have the total amount its charging me because it appears its going to just charge the additional amount every month and I dont have a way to cancel it.I spoke to two Microsoft representatives on the phone on Tuesday to understand what happened and neither of them could explain to me why, even though I purchased the game, I was still required to upgrade to Ultimate. I dont need Ultimate. Again, the Microsoft store states XBox live gold is all that is required to play the game!I would much rather just purchase the game, which is probably no longer on sale, and pay for a lower tier subscription. I already had the cost of the game refunded but I feel like Im being scammed into paying for Game Pass Ultimate. I do not want to be charged more, I bought the regular game pass code for a reason. I want to go back to my regular game pass subscription and have the additional charges refunded.The email address for my account is **********************
Business Response
Date: 08/11/2022
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
Customer Answer
Date: 08/12/2022
Complaint: 17680111

I am rejecting this response because:
When calling the phone number provided in the businesss response I was referred back to the website where I originally tried to get help. I have already spoken to their customer service twice about this issue and they were not able to help me. This is the reason I filed a complaint with the BBB to begin with. I am not able to get help through the website! Stop referring me back to the dead end customer service. I want my subscription reverted back to regular Game Pass and my billing adjusted. I am not able to request this on your website nor can I get anyone on the phone to do it. I also want an answer regarding why I was not able to play the game without Game Pass Ultimate even though the website clearly states Ultimate is NOT required!

The response was not helpful at all. They are simply referring me back to the support system that was not able to help me! They clearly didnt even read my complaint because I stated I already contacted them about this and their response begins by telling me to call if I haven't already!

Sincerely,

*********************************
Business Response
Date: 08/19/2022
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 7006973634.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Microsoft is NOT a BBB Accredited Business.