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

5,251 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:08/05/2022
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.
MAY 5, 2022 ***** yearly charge Microsoft Planrichfieldmn.I would like to cancel whatever account is being charged this yearly recurring charge but have not been successful in actually contacting a person to assist me once since I do not have the account email or log in. When you call the phone number it redirects you online but you can only receive help online if you are logged into the account which is the whole issue. My husband use to handle all the bills and I'm currently getting divorced, so I was nor aware of this charge. I would really appreciate someone contacting me to get this issue resolved.
Business Response
Date: 08/12/2022

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charges issues. We are unable to verify or locate a service request associated with the information provided in your claim.
After reviewing the email ******************** no results were found.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. If you have an existing service request for this issue or Microsoft account, please update your claim with that number or email account and we will be happy to help.
If you have not yet contacted support about this issue, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive 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.
Cancelled account for an unauthorized charge. I want a refund at least for the unused portion even though this was not authorized.
Business Response
Date: 08/10/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the account in question you are contacting us about and if possible more details of the situation you are experiencing.

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:08/05/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
During the month of July 2022, there was an anime sale in the xbox marketplace for digital purchases, I ordered a few shows that my son wanted to watch for later. Each one has listed what capabilities that it has before you buy, such as (Cc)closed captions for the hearing impaired. The one on question showed that it had English audio with closed captions, so I ordered it for $7.48 after taxes, "Chobits" the animation, on July 14, 2022 using an xbox gift card for the Microsoft account balance. However after purchasing, I went to the "movies and tv" app for all media purchases, it did not show the Cc option required for the hearing impaired to follow along with each episode. So the next day, July 15, contacted Microsoft support about requesting a refund to the balance for Chobits($7.48) and filled a form out for it, they denied it because of the terms of sale. Below are the pictures in the order that I upload it in, The purchase in, 7-14,2022- the Microsoft store, 7-14-2022- the movies and tv app, 7-23-2022- an example of a different purchase afterwards in the movies and tv app that had exactly as it displayed in the store, 8-5-2022- today almost a month later since being denied a refund or them editing it in any way(in the Microsoft store) possibly misleading other individuals to purchase it(during the July 2022 anime sale) that need captions to follow along with the show/plot.
Business Response
Date: 08/10/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. After reviewing your complaint and account information I was able to confirm the purchased of the show Chobits for $7.48 upon checking the Microsoft website we could confirm that the T.V Show should include close captions, for this reason I desired to make an exception and process a full refund to your Microsoft account, additionally, thanks for let us know of the situation, we constantly make an effort to keep the information up to date and we apologize for the situation.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 08/16/2022
I just now looked into my microsoft account and checked out my balance and order history, it looks like my balance has been fixed and the the item was refunded. Thank you so much for helping to clear this issue up, it was incredibly frustrating that they didn't want to do so in the first place.
Initial Complaint
Date:08/05/2022
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.
A fraudulent transaction using my debit card information was made in the amount of $1757.94 against my bank account on 7/15/2022. The entry to my account is as follows:07/15/2022POS WithdrawalPOS Withdrawal (FIS) Microsoft*Store Microsoft*Store ******* **(2622)x2622$1,757.94I have reported this to the bank. I have also made efforts to try and contact Microsoft however it is impossible to get a telephone number to try and call someone for support. The only option has been to submit a request on line and later receive a call from someone in another part of the world who barely speaks English. I had a call today and the individual stated that the charge was made using a gmail.com email address starting with the letter "ke". That is all they could provide. I was told to take that information to my bank and have them reverse the charge. I informed the individual that this was a debit card purchase however they continued to repeat that I should take this information to my bank as if the information was scripted. I really need help with getting this resolved.
Business Response
Date: 08/10/2022
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 7006726801.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/16/2022

Complaint: 17676848

I am rejecting this response because: It has been near a week and no one from Microsoft has bothered to take the time to reach out to me with the status regarding this issue.
The fraudulent transaction in the amount of $1757.94 took place on 7/15/2022 and it has now been over a month without any progress.

Sincerely,

***********************
Business Response
Date: 08/24/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR ************* see that a Support advocate ****** contacted you regarding your grievance last communication on Aug 18th with the following resolution:
"Your service request has been reviewed, and the original charges you have received have been located. It is confirmed that any recurring payments associated with your payment instrument have been ceased, and your payment instrument has been removed from the account. At this time, we would like to advise you to contact your payment instrument provider to dispute these charges as fraudulent and report the problem, as your payment instrument details could be used on other services than just those provided by Microsoft. Also, if your payment instrument has been lost or stolen, it is recommended that you request a new one with your payment provider."
She requested to contact your bank institution to proceed with the dispute and get the refund.
If you have any questions or if we can be of further assistance, please feel free to contact us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/31/2022

Complaint: 17676848

I am rejecting this response because: Microsoft has been not only near impossible to contact, the customer service has failed to resolve the issue and appropriately trace the information of the perpetrators of the fraudulent activity. At this juncture Microsoft is pushing this back to the financial institution which has also had a very difficult time with communications. I am appalled by the complete lack of service and integrity of a company the size and scope of Microsoft. A company like this is the very reason for federal oversight and restrictions on size.

Sincerely,

***********************
Initial Complaint
Date:08/05/2022
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.
Order #**********, placed 07/14. Attempted to place the order online utilizing $975 in Microsoft Credit and ~$1000 from my debit card. Order attempted to charge $2000+ via web. Called and placed order via a representative who stated that it had been done properly, despite my card being charged for $2000 and only $75 of my Microsoft Credit being utilized. Contacted support several times, each with different explanations: "it's a pending charge, it will settle at only ~$1000," "it will properly be charged once it's delivered," all of which were incorrect. Have had the case "escalated" several times, each time the case is "closed," because it has been resolved (it has not). Last contact was 07/24 where I was told that I would receive a call and resolution within ********************************* received a response. Most recent case number is **********. I have been lied to, gas lit and told I was wrong several times.
Business Response
Date: 08/12/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Order 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 7006777107.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/12/2022

Complaint: 17676805

I am rejecting this response because:
I have been told several times that I would be provided resolution AND someone would contact me. Neither have occurred.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your service request, one of our agents was in contact with you, and was able to provide you with a partial refund, normally the refunds take from 3 to 30 days to reflect on your account depending on your financial institution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/05/2022
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 am a Microsoft Azure Customer. I am told that my credit card is expiring soon, but there is no way for me to update my payment information using Microsoft's Azure Portal. I have created a support ticket on 6/21/22, but the issue is still not resolved and microsoft support is completely worthless. At this point, I am worried that I will experience a disuption of service for non-payment, but I am trying to resolve this issue.Rather than solving this problem, I keep being passed from one support person to another. Every support person verifies that it is fact broken, and I cannot see any of my billing information... and then they do nothing but give the ticket to someone else. This new support person also does a screen share with me to verify that it is broken, and then they hand it off to someone else. No one is fixing the problem, and they just waste my time as the process repeats itself over and over again. I think the problem is that microsoft outsources its tech support, and this third party has no power to fix anything that is broken. Meanwhile, I sit here completely worried that my business will suddenly stop because all of my technology is on Azure, and ********* has no sense of urgency to resolve this issue even though it has be open since June 21. All I want to do us update my payment information to prevent a disuption of service, but Microsoft is making this impossible. I do not understand why Microsoft is unwilling to fix this, when I am trying to give Microsoft money, but the ** is broken. You would think that something preventing them from making money would be a top priority, but they don't care at all. I would also like some compensation because instead of being able to bill my customers for my time, I have to waste time repeating the problem to microsoft over and over again because their support team does not pass the notes to the next technician. Support Ticket TrackingID#****************
Business Response
Date: 08/12/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Payment info update. 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 7006778473.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/15/2022

Complaint: 17676715

I am rejecting this response because:
Nothing was done. They are only telling me someone will call me. When they fix the problem, I will accept their response.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business. After investigating we found that one of our agents is working with you and in communication with you, please keep working with them until the issue is resolved.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/05/2022
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 a set of Microsoft Lifechat3000 headphones upon July 23rd, 2021. They developed a problem where audio will cut out intermittently. I contacted Microsoft several times regarding warranty coverage. The first customer advocate acted as though they were compiling a case and assigning a case number(7006579166). Upon their transferring my call to a warranty advocate he terminated the call. I called back and the next advocate could not locate the aforementioned case number that I was previously was provided. She again created a case and assigned a number (**********) before transferring me to a warranty advocate. I reached a warranty advocate who kept me on the phone for another hour and a half before informing me that he was not in Lifechat warranty but Xbox warranty services. It appears that Microsoft is doing nothing more than providing lip service to those seeking warranty coverage of their products. In each contact the interaction was extremely scripted and the advocates performance were timed. This could be determined to be efficient, but the lack of progress throughout the call is evident the whole process intends to leverage the situation favoring Microsoft. The outcome was the same in each circumstance no progress is made towards honoring the warranty. In fact myself the consumer is never allowed past discussing the agents requesting a serial number (of which none exist on headphones). With the part number not serial number provided the agents revert back to the serial number dilemma. In this particular instance the product the Microsoft Lifechat3000 is covered under a 3 year warranty as included herewith as this white paper from the Microsoft Corporation indicates. Microsoft uses the lure of a warranty to entice consumers to buy a product that they never intend to cover under warranty. Communication techniques as utilized by Microsoft to keep interactions circle like. Creating a stalemate in hopes that a customer abandons their warranty request.
Business Response
Date: 08/11/2022

Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your item set of Microsoft Lifechat3000 headphones warranty issues.
We have reviewed your case and to compensate your experience,we decided to add onto your payment instrument ******** a Miscellaneous credit of 25 USD to purchase a new ones.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:08/04/2022
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.
I purchased an Xbox on the 27th July. I havent received the package so yall did a replacement even when I explicitly told you guys to do a refund. I refused the package upon delivery because one of your agent told me to refuse the delivery and and I will be refunded soon after. I received an email today saying I will NOT be refunded for some reason. This Is unacceptable. I request either a refund or the replacement since I am left with neither. The case numbers associated with this order are: **********, **********.
Business Response
Date: 08/09/2022
Dear Kalyan Sakkhari,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. After reviewing your complaint and recent service request # ********** and make further investigation to your claim for which Microsoft has already done our review and confirmed the information provided.

We understand this is not the resolution you had hoped for, but we stand by the decision provided in the referred service request # ********** you attached to this claim.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 08/09/2022

Complaint: 17674893

I am rejecting this response because: I am out of my product and my money. I call this stealing. Please open a new case and do actual research.

Sincerely,

Kalyan
Initial Complaint
Date:08/04/2022
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 an Xbox One X console at a substantial price, it was supposed to be a premium console over the standard Xbox One and Xbox One S. I have purchased close to a dozen Xbox consoles personally to date.Yesterday the console booted up locked at resolution 640x480. This console was advertised as doing 4k with HDR, I cannot get either now. This is a widely known issue with Microsoft. The retimer chip fails and locks the console at 640x480 resolution or gives a completely blank picture. The only fix is replacing the chip on the motherboard.Microsoft is FULLY aware of this issue just as they were aware of the red ring of death failures on the Xbox 360. Despite knowing they released a faulty product they stated they are unwilling to do anything about it and will not repair the console and suggested I go out and buy a brand new Xbox. Microsoft is aware of the issue and this needs to be addressed. I should not be responsible for a failing chip that all other One X console owners are experiencing.
Business Response
Date: 08/10/2022
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: 08/10/2022

Complaint: 17670116

I am rejecting this response because:
I already contacted support several times. Last ticket number is **********. Supervisor basically laughed at me and said for me to go buy a Series X.
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 Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006972480.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/26/2022

Complaint: 17670116

I am rejecting this response because:
I already got an email a week ago from ************ under the new ticket you created **********. He gave me what sounded like a scripted email telling me that you stopped making the One X consoles and that somehow relieves you of any responsibility for known hardware defects and faulty parts. I replied to ***** asking to look further into this and he ignored me.
The One X HDMI retimer chip is a known issue. ****** One X HDMI retimer or Xbox One 640x480 and you will get a massive amount of results from everyone else who has their console fail through no fault of their own. Your own forums are filled with people complaining about this issue and you lock the threads to prevent more people from adding to it. You know about this hardware fault and you hold responsibility. This is just like the Xbox 360 fiasco and the read ring of death. You forced customers to pay for repairs for faulty hardware until you had to finally admit you screwed up and sold faulty consoles. *** spent tens of thousands of dollars on Xbox since **** and even prior to that with Microsoft Games on PC. You need to do the right thing here and address this and make this right. I shouldnt have to go out and spend a few hundred on a third party repair or be forced to by a Series X now for $500 because of a hardware issue you are well aware of.

Sincerely,

***********************
Business Response
Date: 09/05/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR ***************** we see that a Repair Escalation Advocate ************** contacted you regarding your grievance last communication on August 20th with the following resolution: "
The Xbox One X console is at end of life with no available repair or exchange orders available. There are no orders we can make. I apologize if that is not what you wish to hear. As the console is Out Of Warranty (OOW), you may want to try a third party repair shop for assistance. ." He stated the the device is Out Of warranty (OOW) and a paid repair order is no longer an option since the device is not supported by Microsoft anymore.

Microsoft consider this case as resolved and now will be close.

If you have any questions or if we can be of further assistance, please feel free to contact us.

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

Complaint: 17670116

I am rejecting this response because:
They offered zero resolution or assistance to me. They're aware of faulty parts and refuse to fix it because they know they would have to recall all the others affected by this. End of life means nothing. They want to bury this and refuse doing the right thing.

Sincerely,

***********************
Initial Complaint
Date:08/04/2022
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.
Today with the xbox live account I upgraded to a gold membership and I tried to setup realms plus. A security setting some how changed and I cannot access realms with my account. I have used realms with ********************* Sartha in the past and now I have to wait 30 days for my security info to change before I can use realms plus. I want this changed and I tried talking with support but each time I try to change my privacy settings in my account which I have used for realms plus in the past I cannot access or update.
Business Response
Date: 08/11/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account 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 7006749838.

Sincerely,

Microsoft Corporation

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