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Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 5,281 total complaints in the last 3 years.
    • 2,070 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/28/2025

      Type:Billing Issues
      Status:
      Answered
      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 was duplicate billed from Microsoft and since they say they have a 30 return policy, they can't help me. I originally signed up for 1/24/2023 - 11/25/24 through my ***** checking account for 6.99/mo. I was also charged through my ****** acct. linked to my credit card ending in 7135 from 11/10/23-5/10/25 at $6.99/mo. In November of 2023 I got notification while using their Office 365 product that they couldn't process payment and was advised to set up another payment so I did using the credit card ending in 7135. Apparently they were not having problems and kept charging me. So from 11/10/23-11/25/24 I was overpaying at 13months x 6.99 = $90.87. I want a refund of $90.87. They are the ones the flagged me while using their Microsoft Office 365 software product and said I needed to set up another payment method so I did. I was mislead and double billed. How many others has this happened to??? Now their charges went up to 9.99 per month and I barely use it. THIS DESIRED SETTLEMENT would not allow me to see or select the options so I selected what it would show me, "Store credit." I want a full refund, not a store credit.

      Business Response

      Date: 06/04/2025

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint we notice, base on Microsoft policies customer have 90 days to report unknown charges due that unfortunately we unable to proceed with the refund for this matter. 

      Refund Policy. Unless otherwise provided by law or by a particular Service offer, all purchases are final and non-refundable. If you believe that Microsoft has charged you in error, you must contact us within 90 days of such charge. No refunds will be given for any charges more than 90 days old. We reserve the right to issue refunds or credits at our sole discretion. If we issue a refund or credit, we are under no obligation to issue the same or similar refund in the future. This refund policy does not affect any statutory rights that may apply. 

      You can check that information following this link: ************************************************************************************************************************ "Payment terms. point F" 

      Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

      Sincerely, 

      Microsoft Corporation

      Customer Answer

      Date: 06/05/2025

       
      Complaint: 23390503

      I am rejecting this response because: they commited fraud by prompting me, in order to keep using their product, to put in another payment method and therefore kept billing me on my original method. This is fraud. Fraud has no 90 day limit. That is an easy way to get out of be held accountable for their misleading interruption while using their product. I do not accept their result and want this pursued. It is the principal that this conglomerate is taking advantage of its customers. How many others has this happened to, and how many times have they used that excuse??? They need to be held accountable. I will take this complaint public if need be. People should be warned about this unscrupulous practice.

      Sincerely,

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

    • Initial Complaint

      Date:05/28/2025

      Type:Product Issues
      Status:
      Answered
      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 filing this complaint against Microsoft/Xbox regarding paid content for ****** Dreamlight Valley that I can no longer access, despite having full proof of purchase.I purchased the Gold Edition of ****** Dreamlight Valley as well as the A Rift in Time expansion, totaling $78.98, through my official Microsoft/Xbox account. This purchase is confirmed in my Microsoft order history.After a recent Windows reinstall, I signed back in to redownload my content only to find that:The Gold Edition is not available for installation The A Rift in Time expansion is missing entirely Neither is visible in the Xbox or Microsoft Store for re-download or repurchase I have only one Xbox/Microsoft account (email verified), and there is no other account this could be linked to. I checked all login details, purchase history, and connected apps this is the correct account, and the purchases are visible in my order history. But the content is completely inaccessible.I attempted to resolve this by contacting Microsoft Support. I had to go through the Contact Me system three separate times, and after finally reaching a live agent, they abruptly ended the chat while I was mid-response with no warning, no resolution, and no follow-up. The issue remains completely unresolved.I am requesting:Immediate restoration of the Gold Edition and A Rift in Time expansion to my account Or a full refund of $78.98 for the inaccessible content A clear explanation for why this content has been removed from availability for paying customers I have all relevant receipts, order numbers, screenshots, and support chat history to back up my claim.This is unacceptable and needs to be addressed promptly.Thank you

      Business Response

      Date: 06/05/2025

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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 **********.

      We will monitor your support case through resolution.

      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Product Issues
      Status:
      Answered
      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 trying to get help to fix my email that has abruptly stopped me from sending and receiving emails I have been trying to contact someone at the Microsoft help desk for help only to be given a web address that is not correcting the issue. I need my email in operating condition for work. This has been going on since 05/22/25 to present.

      Business Response

      Date: 06/03/2025

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.

      Sincerely,                                                                                           

      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Subject: Request for Fair Resolution Defective Surface Pro 7 (Recurring Issue, Not My Fault)Dear Better Business Bureau,I am filing a formal complaint against Microsoft Corporation regarding a repeated hardware failure in my Surface Pro 7 (Serial Number: *************, purchased in the **************Despite using the device with great care and performing every recommended troubleshooting step, the device constantly overheats and crashes with repeated Blue Screen of Death (BSOD) errors even after a clean reinstallation of Windows and firmware updates. This is the second Surface device I own that has failed in this manner, which clearly points to a recurring defect and not to any misuse on my part.Microsoft has refused to offer me a warranty replacement because I currently live in *****. While I understand their Out-of-Region policy, I am willing to bear the full burden of international shipping and logistics, coordinating the return and replacement through a relative in the **** All I am asking is for Microsoft to cover the cost of the replacement itself, as it is unreasonable to expect the customer to pay for a recurring manufacturing issue.I am not seeking compensation or repairs beyond what is fair just a free-of-charge device replacement, without service fees, due to circumstances that are completely out of my hands.Thank you for reviewing my case. I hope Microsoft will take responsibility and provide a resolution consistent with its reputation for quality and fairness.Sincerely,*************************************************** *****, ***** ************************* ****************

      Business Response

      Date: 06/05/2025

      Dear Bassem Wolsely,

      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 **********.

      We will monitor your support case through resolution.

      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 forgot my password for my email, thus got locked out. Tried no less than 10 times to get verified and recover my account. I keep getting an automated message stated Microsoft determined my information wasn't efficient enough to validate account ownership. I really need to reset my password and get back into the account. I've got important emails to respond to now that the school year is coming to a close. Please help me as soon as possible!I sincerely hope Microsoft takes the time to help me with this request as I have been locked out since 5/18. I really need access and my password reset. Thank you.

      Business Response

      Date: 06/05/2025

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we regret to inform you theres no further assistance we can provide as the account recovery form is our established procedure to regain access to an account. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures.

      Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

      Sincerely,
      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 25 I was out town at funeral and sons xbox was stolen and hacked. Result was banned and now I cant get into his account and permanently banned the Xbox for nothing. I'm sprnt over $1500 and since I'm banned console would like my refund back. Wouldn't mind $2000 for the inconvenience because they didn't look at my appeal it was instantly denied

      Business Response

      Date: 06/04/2025

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

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

      Remember, only the Xbox enforcement team can revoke bans; we are unable to do so. The most we can do is ask the Xbox enforcement team for the reason behind your ban. For that, we need the affected email address, as you did not provide any information to investigate this matter.

      We recommend you contact them directly: **********************************************

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Billing Issues
      Status:
      Answered
      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 365 is charging me $107.99 for something, I don't know what, and I have had my bank flag it as fraud, because I am being robbed, and now my bank (*****) has "reversed the claim" so I'm back to being robbed. I want my money back and I want to know why they think it is there - specifically because I need to make sure I don't get charged more money later in the future in a fraudulent way. Last thing I need is 10 years from now Microsoft thinking I owe them $10,000 and me being to poor to do anything about it, pay it, dispute it, anything. ***** won't help me, says I need to talk to Microsoft. It appears only robots pick up the phone at Microsoft so, I can't find someone to talk to - to figure out what is going on. I can't afford a lawyer. And so, Microsoft will be allowed to rob me how ever often and for however much they desire if this doesn't get fixed.

      Business Response

      Date: 06/03/2025

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.

      Sincerely,                                                                                           

      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Product Issues
      Status:
      Answered
      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 ended skype, I had a prepaid subscription and credits. Skype on longer works. Microsoft today refused any refund by support chat.

      Business Response

      Date: 06/03/2025

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.

      Sincerely,                                                                                           

      Microsoft Corporation

      Customer Answer

      Date: 06/03/2025

       
      Complaint: 23383428

      I am rejecting this response because:

      IT OFFERS NO SOLUTION, ONLY A PROMISE TO DO SOMETHING LATER, AND MICROSOFT DOES NOT HONOR ITS PROMISES


      Sincerely,

      ***** *****

      Business Response

      Date: 06/13/2025

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

      Upon review of your case, we have confirmed that our representative reached out to you directly via email. Following this communication, a credit of $30 was applied to your account on June 9. Based on this resolution, your case is now considered closed and resolved.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 computer in January, accidentally signed up for 365. I then saw the charge and cancelled the account. Now several months later I have been being charged through my other email. Ive spent days trying to reach someone to help. The keep transferring or hanging up. I believe they are stealing money from people and making it so hard to stop them that people just give up. If anyone could help me that would be e amazing.

      Business Response

      Date: 06/03/2025

      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 **********.

      We will monitor your support case through resolution.

      Sincerely,

      Microsoft Corporation

    • Initial Complaint

      Date:05/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      After switching phones, I was locked out of my personal Microsoft account due to two-factor authentication (2FA). I know my password, but I could not complete the 2FA step because I no longer had access to the Microsoft Authenticator app. When I tried to log into the Authenticator app to recover, it prompted me to approve the sign-in using the very same app which makes no sense and left me stuck in a loop.I attempted to use my backup authentication methods my recovery email and phone number but both were either temporarily locked due to too many attempts or listed as unavailable. When I selected I dont have any of these, it asked me for a 25-character recovery code I was never given.I then submitted the account recovery form, only for it to be automatically rejected because 2FA was enabled. There was no way to submit documentation or speak with a human to verify my identity.Afterward, I tried calling seven different Microsoft support numbers. Every one either disconnected me after detecting the issue was login-related or directed me back to online support pages which require login to access. Even escalation forms and ******* support either led to no response or generic redirection.I have a paid OneDrive storage plan tied to this account and years of personal/professional files I cannot access. Microsoft offers no clear path for legitimate users to recover access when all 2FA methods fail. I am asking for this to be escalated to a real person who can verify my identity and help restore access.

      Business Response

      Date: 06/05/2025

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

      Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we regret to inform you theres no further assistance we can provide as the account recovery form is our established procedure to regain access to an account. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures.

      Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

      Sincerely,
      Microsoft Corporation

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