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

5,253 total complaints in the last 3 years.
2,060 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:08/04/2022
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
Initial Complaint
Date:08/04/2022
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 bought a XBOX Elite Controller series 2. Since I've had it, the product its self has been terrible, I've sent it back to Microsoft multiple times for different reasons for repair. The controller once again is not working, I've called multiple branches and they say since the limited warranty is up they cant fix it without a $79.99 payment. Honestly I just want my money back. Microsoft and I have literally shared my limited ************* time. Half the time it was in my possession and the other half it was in there shop.
Business Response
Date: 08/17/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Elite controller 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 7006903475.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/17/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have not heard from Microsoft yet, I am awaiting a resolution of my issue
Sincerely,

***********************
Customer Answer
Date: 09/01/2022
Hi, my name is ***********************. I recently sent a review over of my complaint and stated I was satisfied with the resolution to my case. Well Microsoft actually lied and fell back on there promises to fix my device, I have multiple emails of them stating they would replace my device with a new one. To I was sent my original device back with a letter stating the opposite. Please, all I want is my moneys worth for my device I purchased or a simple refund. Microsoft didnt include any contact info and there corporate side has refused to allow me to talk to a superior about the situation.
Business Response
Date: 09/13/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After investigating the case #**********, we apologize that your controller was returned without a repair, please contact again our agent via replying to an email sent by her,visit https://support.microsoft.com/en-us or call ************. If you are unsuccessful to receive proper support regarding your issue we will open a new case for you.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/03/2022
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.
I recently signed up for a Microsoft 365 account and provided my debit card information to pay the annual subscription fee. On August 1, 2022, my husband and I noticed some bogus fees coming through to our bank account. These charges cleared on August 2, 2022 and our bank confirmed they were coming through on the debit card I provided to Microsoft. I called their help line only to get a recording the help is only available online. When you go to the help section online, it is only other people posting about all the other ills they have with Microsoft. I was finally able to get through by getting their **************** who created a Case#********** and transferred me to billing. The rep in billing said he worked from home and needed to send my information to a rep he reached that was on site and that he would be calling me back. Nobody ever called back and I received an email this morning 8/3/22 that the case has been closed. I have now spent almost 2 hours on the phone AGAIN today getting through to Sales who transferred me to billing who transferred me to Commercial Accounts who transferred me back to billing who said please hold and hung up. I called again to Sales who refused to transfer me back to billing or pull up the case and said it's not their problem and hung up. I called again to sales and the call was answered because I could hear the entire call center but nobody ever came on the line. I hung up after ***************************************************** the background. I called again to Sales and was transferred to billing again and put on hold. Then a recording came on to provide my phone number again - only to have a different person in billing pick up and ask what I was calling for all over again. Then transferred. My debit information was NOT secure or safe on their platform and they have their employees set up to not actually work any issues. I want the fraudulent charges (of which I still have received no answer of what they are for) refunded.
Business Response
Date: 08/08/2022
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 7006669418 .

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/10/2022

Complaint: 17666557

I am rejecting this response because: Per the attached automated email received the evening of 8/8/2022, a representative - a SENIOR representative - would be contacting me within 2 business days. It is now 7:30pm on the second business day with zero contact. I left this open knowing there would likely be no follow up or attempt to make anything right by Microsoft, and this has been the case.

Sincerely,

Breezy Savage
Business Response
Date: 08/17/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. After reviewing your recent complaint and recent service request **********, the advocate was unable to find those charges you mentioned, for me to assist you on this and investigate these charges I will need you to please provide me the payment instrument information where these charges are coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charges and the bank statement, or by simply replying the last email sent by this advocate and we will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/24/2022

Complaint: 17666557

I am rejecting this response because:

This is just more evidence of the incompetency I have dealt with regarding the fraudulent charges. For one - I am not ******************* nor do I know any *******************. Second - of course you would not see the charges on MY account when it is SOMEBODY ELSEs account using my credit card info. Third - I have already verified that these fraudulent charges are for in-game xbox purchases to some other microsoft customers account but using my credit card. My bank acknowledged the fraud and took the money back per the employee at microsofts statement. I can see clearly now how my payment info provided for my office 365 account has ended ** in somebody elses hands though - maybe its ***********. This company is NOT secure and the so-called support team has been atrocious. Ticket after ticket after ticket and cant even get my name right much less what the issue being reported is.

Sincerely,

Breezy Savage
Business Response
Date: 08/30/2022
Dear *******************,

Thank you for your response. After an extensive research of your complaint and recent service request #********** complaining about several unauthorized charges using your credit card, we confirm that our advocate Kia * from Customer Support contacted you via phone call and email on August 14 and 16, 2022, however, you did not want to provide more details such as billing information to make further research and verify where those charges were coming from for which we strongly suggest you to reach your financial institution and initiate a disputing process.

Understand that Microsoft takes customer online security very seriously. Microsoft is committed to customer security because of the private, personal, and potentially financial nature attributed to each Microsoft account.

If you can provide any new information in the future that might help, please email ******************************************* with Service Request # ********** and we will be sure to reach out to you. For future issues, please visit support.Microsoft.com.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/02/2022

Complaint: 17666557

I am rejecting this response because: Yes this person called me. I did verify my information and also provided her the ticket number which she said she could not find. I also informed her that I had provided the ticket number to my bank along with the fraud claim per Microsofts request. She told me, no we wont be talking to your bank. At that point - this person has no idea how to find my ticket or the information that has already been provided to me about the xbox charges. All of this information has been provided to my bank and they have taken the funds back from Microsoft. Thank you for informing me that you STILL do not know whats going on and have provided no help.

Sincerely,

Breezy Savage
Business Response
Date: 09/09/2022
Dear *******************,

Thank you for your response. As you did not want to provide further information to our company regarding these unauthorized charges to proceed with the proper investigation and decided to dispute the charges with your financial institution,we will be responding to this institution regarding this matter internally.

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/03/2022
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 January 14, 2022, Microsoft charged me $69.99 using my PayPal account. I did not initiate nor authorize this charge. I wasn't even in the ********* did not have access to my computer (which was packed away in storage in the USA). I disputed this charge with my bank. For some reason, they allowed the charge to stand with Microsoft who I have been told said that I had a recurring yearly plan. I do not. I intentionally opt-out of all recurring plans as they never notify you in advance of them charging you which can and does send your accounts into chaos. On July 12, 2022, I spoke at length to a Microsoft representative. He and I worked tirelessly to find out which of my Microsoft accounts this was billed to. I had a personal account and a business account which had no product purchases on them for over a year. He finally found an old business account that I no longer had any access to (by phone nor email) and saw that this was the account they had used to charge me for a year subscription for Microsoft 365. Again, I reiterate, I do not have any access to this account. As such, I do not have the ability to even access nor use the Microsoft **************************************************** other words: 1. Microsoft has charged me for a product I don't have and didn't ask for; 2. Microsoft has stolen my money from me; 3. Microsoft acknowledged that I have no access to this account nor its product ( which they claim I paid for) during our telephone conversation on July 12th, 2022 (Case # **********).On July 12, 2022, the Microsoft agent gave me that case number and told me to go back to PayPal and request another refund and that it would not be blocked. I called both PayPal and my credit card company and both told me that the refund would need to be sent by MicroSoft. I am on the telephone with Microsoft right now and they are refusing to refund my money because I don't have access to the email address and telephone number on file. Theft!
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 7006726607.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/11/2022

Complaint: 17665727

I am rejecting this response because: I have not received a direct response from anyone from Microsoft as of yet. Until that is done and we have come to a resolution on this case, this answer is not satisfactory.

Sincerely,

*********************
Business Response
Date: 08/19/2022
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 Support advocate ****** Contacted you regarding your grievance last communication on Aug 16th with the following resolution:
" After a thorough assessment, we regret to inform you that we are unable to verify the account ownership. Therefore, we cannot continue assisting due to the security of the account. Please understand that Microsoft takes customer online security very seriously. Microsoft is committed to customer security because of the private, personal, and potentially financial nature attributed to each Microsoft account.
At this time, all methods of regaining control of the account have been exhausted. If you can provide any new information in the future that might help you prove ownership, please contact support again to open a new service request so that we can help you further. For any follow-up questions regarding the refund, please contact your payment provider.
Thank you for your understanding and patience while we tried to resolve this issue and thank you for being a member of the Microsoft Community!"
We understand this is not the resolution you had hoped for,but we stand by the resolution provided by advocate ******
Microsoft now consider this BBB case closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/26/2022

Complaint: 17665727

I am rejecting this response because:
I have not received a refund of these fraudulent charges.
Microsoft has not attempted to help me. The agent they assigned is unqualified or unwilling to actually trace the funds back to find where they took the money from and to find that the service was not given. At this point they are thieves. NO business should be allowed to take money out of someone's account without their consent. When challenged to prove they have the authority to take my money, they cannot do so. They need to refund my money NOW. Below (in Quotation marks) is my response to her. Given all this, they should have had enough info to actually follow the money to trace it back and refund those charges. How could they have actually dispute my bank dispute without authenticating that I am the actual owner?
" Good Afternoon,

I am in need of some competent help. I have been going around and around with your agents for months now about a charge on my card that I did not authorize. When I disputed the charge, Microsoft fought it and my money was kept. I am not in the habit of paying for things that I have no access to use. Money was taken out of my account for Microsoft 365 but I couldn't use it even if I wanted to because it is under an email address that no longer exists. *********** no longer exists. The phone number no longer exists. Your agents keep trying to tell me that they can't go into the account since I can't receive an authorization code on the account since it no longer exists. Well...if the email address you sent the key code to can't be verified to open and know that I am the authorized user, how then could it have been used to charge me for services that I don't have access to? Shouldn't that email have bounced back?

Attached is the email I received from Paypal telling me that you had charged me. Since my Paypal contains my personal account, my business account, and my non-profit account, the information on the email I received is my contact info that all my accounts log in to. The Microsoft account this charge is under is my former ******************************** email address.

As a former bookkeeper myself, I know that all you have to do is follow the money. Using the date and time and merchant invoice ID and transaction ID, you can trace this transaction back to find and verify that you charged me and that the Key associated with this transaction has not been used.

Your agents seem to be having the hardest time understanding that you cannot charge people for products they have no access to. No matter how many ways I tell them, they still can't seem to get it.

I need my money back. I didn't authorize this transaction. I don't "Opt-In" for automatic renewals because you never get warnings that the transactions are about to happen and that can and does mess up my bank accounts (just like this transaction did to me while I was out of the country).

I do not need the product. And all that I'm going through to retrieve my money back makes me wish I had other options than to use your products at all. If your agents can dispute my dispute, then they should have been able to go into the account and verify that I actually had the ability to access the product that I was being charged for. One of your agents told me to go back to my bank and put in for another dispute and you guys would not block it. My bank says they can't start a new dispute on an already disputed charge. ****** says that they can't open a dispute on it because the original dispute was done through my bank which has the ultimate authority. If what your agent says is true that you won't block a reversal of the charges- then why don't you just reverse the charges or issue a refund?

Since I can't open another reversal on this transaction, then you need to issue a refund of the charges immediately.

Should you need to verify that I am a real person and that I ran Sustainable Lakewood, feel free to check out the old ******** page https://www.facebook.com/sustainablelakewood/ (which I didn't know still existed until just now). You can see all that we used to do and you can also see that it is listed at my home address. I can't even shut down this old ******** page since I don't have the login info to it either. I have also attached a copy of a quick ****** search of Sustainable Lakewood.

Sincerely,"

*********************
Business Response
Date: 09/02/2022
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 Support advocate ****** Contacted you regarding your grievance last communication on Aug 16th with the following resolution:
" After a thorough assessment, we regret to inform you that we are unable to verify the account ownership. Therefore, we cannot continue assisting due to the security of the account. Please understand that Microsoft takes customer online security very seriously. Microsoft is committed to customer security because of the private, personal, and potentially financial nature attributed to each Microsoft account.
At this time, all methods of regaining control of the account have been exhausted. If you can provide any new information in the future that might help you prove ownership, please contact support again to open a new service request so that we can help you further. For any follow-up questions regarding the refund, please contact your payment provider.
Thank you for your understanding and patience while we tried to resolve this issue and thank you for being a member of the Microsoft Community!"
We understand this is not the resolution you had hoped for, but we stand by the resolution provided by advocate ******
Microsoft now consider this BBB case closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/08/2022

Complaint: 17665727

I am rejecting this response because: Microsoft stole my money out of my bank account. I did not authorize them to charge me $69.99 for a product I don't have, don't need nor have access to. It is illegal to levy unauthorized charges against someone solely because you have access to their credit card number. They are thieves. This is not over. I will use every legal avenue at my disposal to retrieve my money from them. This is going to cost them a lot more than the $69.99 they stole from me.

I wonder how many other people they have done this to. I guess we are about to find out.

Sincerely,

*********************
Initial Complaint
Date:08/03/2022
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.
Complaint is concerning Case Number ********** July 27,2022 Microsoft Office; I purchased a new laptop which had the new version of Office which has some operating issues the pages on Word and the slides on Power point doesn't display the headings and often has part of the files shows and some don't. I still have my old laptop which Office is working perfectly I have numerous calls and got so many different answers and resets quick assist that worked temporarily. I spoke with a supervisor Marlee on July 25 case number ********** who told me the reason it wasn't working because my account payment was not paid which I did at that time she stated if it happens again, I could be credited some of my payment because this was interfering with my classes, and it did. Which brings me to my complaint On July 27, 3:59pm EST I experienced the worst customer service from this company the agent was rude, contentious talked over me and when I request a supervisor hung-up I don't know how he is allowed to talk to customers with his attitude there were unreasonable delays poor communication and refusal to listen to my situation. I did not get his name but since these calls are recorded I hope you can listen to the conversation and coach this individual on his terrible customer skills I hope this is not how this Microsoft wishes to conduct business with valuable customers.
Business Response
Date: 08/10/2022
Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Office program technical issues.A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006726689

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/02/2022
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.
2022-08-02 Recent one, many more. I try to write a comment to get posted from the news. Some of the things I have gone through. Today on short comment told session ran out, have to sign in. No way to sign in. Lately they are all under review. There are always ones posted that doesn't follow the guidelines and get posted. I had them typing in words when I was typing. This week, EVERY letter I typed, they would put me to the very beginning of the comment. That is how I had to try to get one wrote, and then they erased it before I could finish it. I'm a senior with very bad eyesight only one eye, disabled and can't get out. This is something I enjoy is reading the news and commenting on some. I have the guidelines wrote out, and I'm not breaking them. This has gone beyond sad. It really upsets me, seeing I have little I can do. Their behaviour is very child like and unprofessional. I wish I could get paid to play with people for no reason. I'm not good on a computer either, put I can do what I need to. It is IMPOSSIBLE to reach them. I've had people watch me when writing and can't believe the way I get treated, and they behave at work or anywhere for that matter. I've even written in a comment to quit the games and stop. No good. Gets my nerves upset, constantly dealing with them. Microsoft is who it is, and unfortunately it is who is attached to my laptop. I'm on disability and seriously wanted to buy a different computer, so I'll have nothing to do with them. I feel I shouldn't have to spend my income tax on a computer when there is nothing wrong with this one except Microsoft. With the only free money I get in a year, I might have to use it to buy a computer to get rid of them. I should not have to go to those lengths. It is the point here that it should not be happening at all if those people would do their job properly and not play games with people. It might be only comments, but it is still part of their business that they offer. I deserve better treatment.
Business Response
Date: 08/08/2022
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 7006667129.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/17/2022
I'm going through a lot right now, and today is the last day to do this. Sorry for the delay, but within a week an a half I have lost 3 people very close to me and not thinking too clearly. I received an email from Microsoft on Aug.08, 2022 saying : We've been notified that you're experiencing an issue and have logged a support request on your behalf. Your service request number is 7006667129.
One of our senior advocates will contact you within two business days.
They have not contacted me yet, and it is the 15th.
I tried doing this through the email you sent me, but I know next to nothing about computers. And the one eye I do have has been acting up also.
I have gone back to My Feed on Microsoft, Start to read some news stories and give my comment and reply to some people. When I tried to reply to people, the games started again. I went to type in a word and got 2 letters in, and they went to two different letters. I go back to erase them and typed trud and toil came up instead. I tried to reply to a man who was having problems with them letting him us the word white. They would not let me even use just the letter w. I am not racist but honest and some people can't deal with that. The Indigenous people use the word white man a lot in stories, comments and replies, but we are not allowed. I'd say that is the people from Microsoft being racist toward myself and that man. I was kind of mad, so I went to the top of the page to type a comment, not reply. I wasn't happy, so I said a few things about them being childish and immature, and I didn't appreciate their games. Now that email really shouldn't have got posted, but they posted it yet not even let me type a reply. I should say word or letters. I feel like it is a joke to them. It must be nice to get paid well playing with a person. My comments either come up saying session expired and that will be in a short time. Or it is under review. I have read so many posts that should never have got posted but do. Then I follow the guidelines and mine won't get posted. This is about one of very few things I can do with my health and not being able to get out, so this is playing on my nerves and has affected my sleep because I get wound up because of their foolishness. It might not be much to other people, but I can't do what other can. Besides that it is no way to treat a person under any conditions, especially from your job that you are getting paid from. It really makes me wonder if Microsoft even care about the people using their services or people from ******. There are 3 numbers given for ****** to reach someone to talk to. None work. You get a recording, and then they hung up. A business should not be allowing their workers to behave like this to the people. I know a lot of people would like a job like theirs. It is not right even though it is just a comment section of the news stories. Now I'm getting stories blacked out, and none of the kinds I use to read. Someone told me if words are showing up I don't type, it could be something wrong with my keyboard. I advanced troubleshoot my keyboard, and it came back saying there was nothing wrong with my keyboard, so that is not it. Thanks. Have a good day.

Business Response
Date: 08/22/2022
Dear ************************* *************************,
Thank you for your response. After reviewing your complaint and recent service request # ********** we see that ******* from Microsoft Answer Desk contacted you to regarding your case requesting a couple of details on your case to work towards a resolution on August 16,2022 via email, unfortunately, he did not receive an answer, also he tried again yesterday August 22, 2022 to follow-up on your case, please reply to the last email with the details to the information require for further assistance.
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
Customer Answer
Date: 09/04/2022

Complaint: 17661575

I am rejecting this response because:

Sincerely,

************************* I am trying to send an email to ****************************************** and it keeps saying in does recognize it. So I do not know what to do now. I can't write in 30 minutes what needs to be said with one figure typing, one eye and the other not ************** I make quite a few mistakes that I have to fix. I feel like because of my disabilities, I'm not going to get this straightens out in any time. I can't just say forget them because they are right in my computer. I'm a senior on a fixed income and had to save up for this one, so I can't afford another computer, so it looks like I might just be stuck with them. That is far from being right because I can't do everything. I also live alone, so no help. This is ridiculous, what a person goes through when needing help and don't know the computer real well. Everyone just expects everyone lives on a computer and knows everything about them and have great sight or no problems that will affect your using the computer, and that is if you can reach anyone. They sure do not make it easy in any way for someone who doesn't know the computer, lives on it and has bad eyesight. I don't know what to do know because it looks like they really have me in a spot here. So see what they say and quit changing people that I deal with would be nice. Just now they are asking me where I'm trying to make comments, and they have been told. I wrote it out twice and now this and am in great pain along with a headache. Too bad they wouldn't be a little more understanding and quite assuming everyone know about computers and have no problems that would interfere with this kind of situation. Good luck to people like that.
Customer Answer
Date: 09/19/2022
I replied to the emails Microsoft send me. I feel like they are just giving me the run around. It's always something new. The last time they wanted me to do stuff for them which I had no clue what they were talking about. I really don't know a lot about computers. I know enough to do what I like on the computer. They wanted me to do something, black something, word something, cut, paste and something else. I don't know how to do that. This is for me to write a comment, then send it to the comment section. Sounds like a lot to do just to get a comment or reply posted. The way I looked at it is why should I have to go through all that when it is not me messing up and no one else has to do it. They wanted to get into my computer, but I told them to go into their computer instead. I don't trust them with what I'm going through. Since I last was in touch, I have between ***** comments from other people complaining or running down the censors. So it isn't just me. And yes, they have not quit. The other night I didn't even write anything and I signed in to write a comment. It started out me typing some words and looking up and nothing I wrote was there. They were letters and words, but none I typed. So I tried to delete it, and it kept putting up other letters and words. I couldn't even do one comment, and then it is all their pop-*** they do to stop my comments or replies, so they don't get posted. For a while the pop-up saying "Something went wrong. Please try again." I try again, but it never changed. I was trying to make a reply and they that kept showing up. I went to where I would write a comment and wrote one. They posted it, so I went back to where I wanted to reply, and the same pop-up showed up again. I went back and wrote another comment, and they posted it again, but won't post the reply. The next day I tried again and the same pop-up as the day before, and they would not let me comment or reply. I'm beyond with this company. I wrote down the time the pop-up show up and kept trying. Finally, they let a comment of mine through, so I wrote another one saying seeing it is working again that means I can get my reply posted but same pop-up again. So I'm ****** by now, so I wrote another comment saying I'll keep trying till it is fixed and how I'm keeping track of how long something is wrong for. And told them seeing this is happening so much and last so long, I'll have to get in touch with the company and let them know how long the problem lasted and they better look into it because it is happening all the time. They posted that and never bothered me the rest of the night. Sometimes I can get one or two posted, but that is it before they start. I can't go one night without them doing something. The technician said there is nothing wrong on my end, so it has to be on their end. But they want me to be doing everything. I thought they were going to solve the problem, not give me more to do just to try and get a post posted. I can't see why I should be doing everything because of their employees' behaviour. I'm not doing anything wrong, so why am I still putting up with this. I can't see why they don't talk to these people and just put an end to it. And to think these people are getting paid at a job and doing this, and they want me to dob everything. It's pastime that they should have this fixed. This is more than enough for right now. I have lots of other things to do. They expect me to be right on top of their emails, but they aren't with mine, and they never answer any questions I ask.Thanks and have a good day
Business Response
Date: 09/22/2022
Dear *************************,

Thank you for your response. After reviewing your complaint and recent service request #********** we see that ******* from Microsoft Answer Desk contacted you regarding your case, in which he provides you with some steps for you to be able to add comments to the news section that I'm going to include next:

To avoid the error message saying, 'Something went wrong or 'Please try again later. I need you to try this approach, open a black document in *********** or Notepad.Start typing your comments and once you're done. Simply copy and paste all the comments you wanted to post on MSN News.

How to copy and paste a document/comment?

1.Highlight all the text by pressing Ctrl + A
2. Press Ctrl + C to Copy
3. Go to the comment section then press Ctrl + P to paste your comments

In case you want more assistance with this issue, you were also offered to establish a remote session on your computer and double-check the issue regarding the comments section, to contact them please:

- Go to Disability Answer Desk Support | Microsoft Accessibility
- Scroll down until you reach Windows and Office Accessibility Support
- Click on 'Chat with us Launch Chat'

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:08/02/2022
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 called microsoft's number for subscriptions ************ to cancel my subscription before they charged me because I cannot afford to pay currently. I was walked through half a process of downloading a server to get some paperwork to cancel and get a refund. I asked the team member to hold on, slow down, and speak up many times, I also asked that they please not talk over me many times. While the person tried to walk me through the process it was difficult for me to hear or understand as I am disabled (autistic with processing disorders). I even asked if there was a way to eliminate background noises. It got to the point where I began to cry because I was not being sufficiently helped or accommodated during the process and I was told to stop being frustrated and then hung up on. I tried calling back multiple times to only be hung up on. It is now impossible to cancel the subscription because they continue to just hang up. I want to cancel office suite and avoid being charged and they have made it impossible and I do not know what to do!
Business Response
Date: 08/10/2022

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscriptions cancellation issues. We are unable to verify or locate a service request associated with the information provided in your claim.
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, please update your claim with that number 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:08/02/2022
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.
Here is the last case:I placed an Xbox series X order. The Xbox series X is available on Xbox web, so I just recharge $530 gift card. At first, I used three hours to solve a problem on placing the order. I could not place the order on their web. Then a staff helped me place order. I told her I wish to use $500 from gift card balance. But she just use $70 for the order and order could not be cancelled after the confirmation. Now I had to return order and retake the order. Then I found I could not place order again. In this progress, I have no fault. But I need to pay the shipment fee, and I waste more than four hours on chatting with costumer service. Also I need another 2 hours on return package and I still could not have a new order now. I think Microsoft induce costumer to recharge the gift card on their web and their service let you could not consume on their web even the item is available. They use false item available information and intentionally poor service to let people recharge the gift card. Get money from this and the gift card is not returnable. I used more than 6 hours on chatting with costumer service, return order without my fault. I will prove that I used this time through the chat history. Now the USA lowest salary per hour is $21. I claim to let them refund me another $126 since they deliberately delayed service. Then I claim to let them refund all my gift card in microsoft since I could not get the correct order after 6 hours effort, which means I could not use this gift card to buy things I wanted as in their terms.Then microsoft still not help me as they said. I wish to refund all my Xbox balance
Business Response
Date: 08/08/2022

Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase and refund request. We have seen that you already had a previous service request 7006485418
In which the agent stated as follows This is Jona from Microsoft Store Online Support. I am working on your case regarding your Microsoft Account Balance refund request SR: **************** have evaluated your request and took consideration all the circumstances that happened. However, we regret to inform you that we cant approve this request due to Microsoft Policy under the Terms and Condition for Microsoft Account Balance (Microsoft Gift Card/Xbox Gift Card).

For any question, please feel free to review the said Terms and Conditions link below and Thank you so much for your interest on your Products and Services.

Microsoft gift cards terms and conditions.

In case you need further assistance please re-open the case or call at:************** for assistance
We stand for the agents statement.

Sincerely
Microsoft Corporation
Initial Complaint
Date:08/01/2022
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.
Trying to get a warranty replacement for the Elite Series 2 feels like a scam. When you try to get a repair/replacement you either get hung up on, support never responds to emails, or you'll get the its "escalated" and we'll contact you which NEVER happens. Two weeks+ with a broken controller and haven't gotten one email from this supposedly "hardware team" which is "looking into it".
Business Response
Date: 08/09/2022
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 7006690185 .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/09/2022

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 **** would love it if someone would email me ASAP @ *********************** so I can have direct correspondence with someone that has the power to resolve the issue.

Sincerely,

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

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