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.
2,059 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:08/01/2022
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 placed an order for a season of One Piece.. didnt read anywhere that it can only be accessed with an Xbox or Microsoft product. I contacted the company to tell them I do not own any of their products but they refused a refund
Business Response
Date: 08/10/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Online content refund request. 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 7006716657.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/01/2022
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 have filed a previous complaint and it can be found under ID ***************************** has still not provided a fix for this issue. I have spent over $60 on a year of Xbox Live and due to bugs, errors, or glitches I have redeemed the code with no access to the product. Read the previous complaint for further details.The email associated with this account is ********************** The name associated with the account is Who ThaDrizzle.
Business Response
Date: 08/08/2022
Dear Drake ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint, upon reviewing previous claim ID ********, Error 0x803F900A occurs when you try to play a game on Xbox One

You get the following error code when you try to play a game on Xbox One: 0x803F900A

This may mean that you need to sign in or renew your game subscription.

Make sure youre signed in with the account that has the subscription.
Press the Xbox button ? on your controller to open the guide.
Go to Profile & system, and then select Add or switch.
Select the profile to which you want to switch.
Enter the password to sign in to the Microsoft account for the new profile.

For help with signing in, see the Xbox One connection and network solution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/01/2022
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 had an outlook account with Microsoft for at least 15 years. I was locked out 2 years ago and was unable to get back into my account. . Because I cannot get into the account, I have been unable to cancel it via my customer account. I have attempted to cancel online and to call live support and am unable to reach anyone to take care of that specific request. Last year when I was billed, my credit card provider was able to dispute it. I have again been billed. I wish to have this account closed. The Microsoft email was ****************************************
Business Response
Date: 08/08/2022
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
Initial Complaint
Date:08/01/2022
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.
Microsoft charged $74.19 for an automatic renewal of Office 365 and stated the only way to avoid charges was to cancel two days before the billing date. I was never notified in advance that they would be charging my card this amount prior to them actually charging me. I will need a refund immediately.
Customer Answer
Date: 08/03/2022
Please note that the company has resolved Complaint ID: ********, Date Filed: 8/1/2022 by providing me a refund through live support. Consumer Name: ***************************** Address: **************************************************** Daytime Phone: ************** Email:*************************************** Business Information
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.
On 4/23/2022 I purchased Windows 10 online from Microsoft for $147.34. Shortly after starting the download, I got a message that the installation failed. I have tried every means I can think of to have Microsoft help me install Windows 10 or issue me a refund. I tried many times to contact a rep for Microsoft and succeeded twice. Each person was very pleasant but of no help. I disputed the charge with Discover and they eventually ruled that I owed the money. I contacted the *** and the ***************** ***************************** The *** does not get involved with individual issues and the ***************** advised me it may be some time before they can initiate action on my part. I sent two emails to the *** of Microsoft but so far no one has contacted me or even acknowledged my inquiries. I am including a good deal of background info and I am simply asking for Microsoft's help or a full refund. I spent $147.34 and have nothing to show for it. I think Microsoft's lack of any action is deplorable. I have been cheated. Shame on Microsoft. I now know Microsoft won't support my current operating system Windows 8.1 after Jan. 2023.
Customer Answer
Date: 08/03/2022
Microsoft Case 1038693402 May 10, 2022
Ref: Order # ********** Windows 10 Home Purchase April 23, 2022 $147.34 Charged to Discover Card
ending in 5310

I have sent prior information to Microsoft and Discover Card on this issue (Windows 10 did not
install) and I am looking for help installing it or effecting a refund. As mentioned in my precious
submissions, I tried many times to reinstall Windows 10 after a hard drive replacement with no
success. I was unable to find any help online and could not find anyone to speak with in person. I
eventually decided to buy the program and did so on April 23, 2022 but after a few minutes of
hitting the redeem button, I got a message failed to install.
Luckily I found a website that allowed me to speak to a Microsoft technician. On May 3 around 10pm
I spoke to Anuj who was very pleasant but told me he had to switch me to another office regarding
the installation problem. He told me to stay on the line which I did for approximately 10 minutes
then was cut off. I hoped someone would call me back but no one ever did.
On May 6 I spoke to ***** around noon and explained that I was looking for help installing Windows
10 or getting my money refunded. After a few minutes, she said her records showed I was issued a
credit for the $147.34. I told her I had contacted Discover Card to dispute the charge but she said
she saw that my purchase was credited back. Again she was very pleasant but I didnt think she
understood the dispute process. I verified with Discover this morning that the dispute has not
resolved.
Please forward this attachment to the proper division at Microsoft to find a resolution to my
problem. I am at the point that I would settle for a refund of my $147.34 since my two attempts at
finding someone to help me download and install Windows 10 has proved futile.
*********************************
************
**********************
copy Discover Card Dispute 049016714Q

Customer Answer
Date: 08/03/2022
**** Inspiron Laptop model **** Serial Number ******* April 30, 2022
Bought sometime in 2013/14
Came with Windows 8 and shortly upgraded for free to Windows 8.1 (I created a Recovery
Disk)
Upgraded for free by **** in 2015/16 to Windows 10 ( Unfortunately I did not create a recovery
Disk)
Hard drive failed couple months ago. Replaced the hard drive and used the Recovery Disk which
installed Windows 8.1
Even though my Microsoft Account indicates my OS is Windows 10 Home, that is not the case in
real time. It is 8.1. Have tried many times to reactivate Windows 10 but no success. I contacted
**** hoping to obtain the license or product key to reinstall Windows 10, but no luck. At least I
received a signed email response from **** with suggested solutions.. Tried them all, but nothing
worked. Attempts to get help from Microsoft online yielded no useful information.
On April 23, 2022 I reluctantly purchased Windows 10 from Microsoft for $139.00 plus $8.34 tax
for a total of $147.34 charged to my Discover card ending in ****. Per the instructions, I hit the
redeem button and it appeared the download started but after a few minutes I got a message that the
installation failed. I assumed I could at least get information from Microsoft to help me install
Windows 10 or effect a refund if I could not install it.
I tried Windows chat but that is not with a human being and the virtual version has not helped.
I called several Microsoft phone numbers including the ******************* in ******* ** and the
Office in ******** ** and could not speak to a human being. I believe the problem
can be solved if I can speak to an actual Microsoft tech. Im more than willing to allow access to
my laptop to a Microsoft tech figuring that would be the easiest way to correct the issue.

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

Business Response
Date: 08/10/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows issues and Refund request. 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 7006715983.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/06/2022
Through lengthy efforts with an outstanding Microsoft technician, Windows 10 was finally installed on my **** laptop and the case closed on 9/1/2022. Thank you for your efforts to rectify my complaint.

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

************
Initial Complaint
Date:08/01/2022
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 have been having a long-standing issue with having my name and personal home address removed from ****'s web search results for a website called Bizapedia. This has been ongoing since April 2022 and it is now August 1st, 2022. Bizapedia listed two Trademarks that I own on two web pages of their website. This in turn results in my name and full address to generate in Bing's search results. I have already contacted Bizapedia who removed my name and address from their web pages. I also used ****'s removal tool multiple times to have this information updated so it does not show in search results. Bizapedia has also reported this issue to Bing as well which is documented through the Better Business Bureau complaint that I placed in this regard. It has been four months and it is still populating which is a very big privacy concern for me and my children. I have placed multiple cases in this regard to Bing directly. However, I keep receiving generic copy and pasted responses, none of which address my concern that the Bing Tool is not working to remove my name and address which have already been removed from Bizapedia's webpages. The last response I received from Bing was that they need a court order to proceed with further investigation. I have submitted enough information to have this issue rectified. I am now under the impression I am receiving responses just to clear the queue. Please advise how this can be remediated so that my name and address no longer show in Bing's search results under the Bizapedia links below.https://www.bizapedia.com/trademarks/superpowered-mama-87755914.html https://www.bizapedia.com/trademarks/smells-ring-bells-candle-co-88075837.html
Business Response
Date: 08/08/2022

Hello *********************
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your request for removing your personal information.
Please visit this link https://www.microsoft.com/en-us/concern/bing (Microsoft-Report a Concern to Bing) submit a report for further review.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/09/2022

Complaint: 17650913

I am rejecting this response because:

The response from Microsoft to this complaint is completely inadequate, and ineffective, and highlights the lack of ability and comprehension of Microsoft's employees to resolve this ongoing issue. As stated in this complaint, I have already used the Bing Removal tool multiple times for this concern. It is not working and my name and address are still showing in Bing's Search results connected to the aforementioned web pages. My name and address have been removed from these pages. This issue has been ongoing for four months and has been reported directly to Microsoft through the appropriate link "https://www.microsoft.com/en-us/concern/bing (Microsoft-Report a Concern to Bing)" as suggested in the reply multiple times. I have received direct email responses from Microsoft in regards to this complaint which I've attached. **************** Relationship Manager directed me to a page that again directed me to use the Bing Content Removal Tool and also states "In some cases, **** will remove information from results". If you read and understand that I have done all of the necessary steps in regard to having my information removed from the results in this particular complaint, please actually do the work and manually remove it instead of brushing off a legitimate problem.

The responses keep going around in circles directing me to use the Bing Removal Tool and case closed as per the last email on August 8th, 2022 from ****************** also gave the days and times when I can be reached by telephone to *********************** (with the Executive Escalations Team at Microsoft's corporate office as well). This case will be ongoing until I receive the proper assistance from Microsoft to have this issue resolved. Please have someone from Microsoft with critical thinking skills communicate effectively to resolve this long-standing problem.

Sincerely,

*********************
Business Response
Date: 08/19/2022

Hello *********************
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your request for removing your personal information.
Please contact Bizapedia https://www.complaintsboard.com/new_complaint/
Bing doesn't control the content that websites publish or that appears in Bing search results. To make sure content is removed from search results, your best option is to contact the webmaster for the website that published the content and request that it be deleted or removed. Even if Bing removes the *** from search results, it will continue to exist and can be discovered by going directly to the web address until the webmaster removes the content from their website.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/27/2022

Complaint: 17650913

I am rejecting this response because:
As per the initial linked document provided in this complaint from the company in reference - the information that is in discussion has been removed from the company's web pages. All that is needed is to be removed from Bing's search query. The Bing Removal Tool does not work and filing a complaint through Microsoft has given me various responses with the last response resulting in a link for another webpage being provided that has no bearing on this issue - as per the attachment. This has been going in tiring circles with the next step having this remediated through arbitration.

Sincerely,

*********************
Business Response
Date: 09/02/2022

Hello *********************,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your request for removing your personal information.
As suggested, please contact Bizapedia https://www.complaintsboard.com/new_complaint/
Bing doesn't control the content that websites publish or that appears in Bing search results. To make sure content is removed from search results, your best option is to contact the webmaster for the website that published the content and request that it be deleted or removed. Even if Bing removes the *** from search results, it will continue to exist and can be discovered by going directly to the web address until the webmaster removes the content from their website.
Microsoft now considers this case closed and will no longer be responding
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/07/2022

Complaint: 17650913

I am rejecting this response because Ive receive the same generic response with no assistance in having the information in the complaint taken care of through the Microsoft corporation which is an issue on their end. I have submitted numerous documents to support this issue to Microsoft through the companys complaints board and through the BBB. They show no support or responsibility or rectification on this matter instead endlessly shift the responsibility elsewhere which is unacceptable.

Sincerely,

*********************
Initial Complaint
Date:07/31/2022
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 opened a support chat to address a licensing issue upgrading from Windows 7 for my wife's laptop. I was not able to get the license activated and the resource was completely unhelpful. I left a survey stating that it was not helpful and that there should be a way to do this upgrade of the license as it was readily available in the past. Once I completed the chat, my wife received the following email. This is completely unacceptable and I want this addressed by management. Email copied below, the subject line was "Stupid". Don't outsource customer service if you can't manage these people!EMAIL FROM CHAT INDIVIDUAL Next time don't be stupid you know how activation works and you can't activate Winodws 7 key to Windows 11 how stupid and idiot you are, and you know that Winodws 7 is no longer supported do you know that Idiot?.. next time don't use a computer, use a gaming console instead ok. stupid and idiot like you don't deserve to use computer, Imagine using Windows 7 key to Windows 11 operaing system how stupid you are. Don't blame the company for your stupidity. next time use your brain, imagine you are a student, But you are an idiot and using a computer hahahahaha, use gaming console and go to school you don't need a computer and a computer don't need you as well. STUPID IDIO student
Business Response
Date: 08/05/2022
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
Initial Complaint
Date:07/31/2022
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 sent an email back in April to cancel my account due to accessibility problems, among other things. My request was completly ignored and Microsoft has continued to charge me and when I have tried to cancel I was told I don't have an account, yet they still take money from me.
Business Response
Date: 08/04/2022
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: 08/04/2022

Complaint: 17648917

I am rejecting this response because:
I have already contacted customer service. Why dies this company make it so hard to cancel Sincerely,

***********************
Business Response
Date: 08/16/2022
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 7006877984.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/30/2022
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.
I purchased the game Minecraft, but Microsoft will no longer allow me to play it. They want me to migrate my account from Mojang to Microsoft, but I cannot continue the migration process as my associated email is no longer valid. It is an old email from college in 2008. My account is finalhatdeed and my associated email is ***************** If I am no longer allowed to play my game offline or online, I would like a refund for my purchase. I would prefer to migrate my account, but there is no way I have found to do so without access to a no longer valid email. My preferred outcome is a replacement copy of Minecraft Java Edition.
Business Response
Date: 08/08/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft 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 7006660032.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/11/2022

Complaint: 17647810

I am rejecting this response because: I did not receive another email or voicemail about this matter. The email I received stated that a case had been opened and that someone would reach me within 2 days.

Sincerely,

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

Thank you for contacting Microsoft Corporation via the Better Business. After reviewing your service request **********. Our support agent was unable to reach you via phone,however he set you an email regarding your Minecraft account, as the issue has to do directly with Minecraft, we recommend you contact Mojang directly.

https://help.minecraft.net/hc/en-us/requests/new?ticket_form_id=************

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/30/2022

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:07/30/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has not yet responded back to my last **************** again to do another 1, they need to stop blocking my post! and have a US # and time frame. The last complaint the person reached out to me waz not even in the US or any time zone in the us. unless my post are about hurting my self or some1 else or about speakin to harm a Senator or Rep or Office of the President. if sick ill of these & not threatening to do harm then the post about what they should do like Sen ****** needs to go home & eat ****** crackers<-- that there they would not post why i dont know 2day's is "i say ********************* run for President and Secretary *************************** as her V.P." <-- what is wrong with that statement 07.30.2022
Business Response
Date: 08/05/2022
Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your post incident. 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 or explain further to see if possible, to redirect you to the proper channel for assistance with your concern, please update your claim with more details 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

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