Business Profile

Computer Software Developers

Microsoft

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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

5,278 total complaints in the last 3 years.
2,071 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:07/26/2022
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.
Have two Xbox X Series controller that has a defect. Defect is the left joy stick suddenly goes out of control. This is a common problem with their product when searching online. Im sure they know about this and are doing nothing about it. How can I have two devices that have the same exact issue. **************** will not do anything about it because they are not under warranty. I have had these only for 1.5 years. So as a customer I have to go out and spend additional money to repair or replace a product with a defect Im sure is the manufacturers fault. Why do I have to keep buying remotes for $60 to only have them stop working due to the same defect. Serial Numbers: #1: ************** #2: **************
Business Response
Date: 08/03/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller repair. 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 7006535398.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/26/2022
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.
In May of 2022 I ordered Microsoft tablets on behalf of Guardian Fire ********************* ***** Several were shipped to an address in **********. Several were shipped to an address in ********. One of the items shipped to the ******** address had obviously been opened at some point in time before being received at the address. The tablet was missing from the box. I reached out to Microsoft immediately and they created a case that was to be raised to the group that handles these issues. I never received any feedback via email or phone. I called Microsoft back to determine status of the claim and there was no status. Another claim was created and that was to be raised up to a different group. I have had no feedback from that claim either.At this point in time, we have no tablet and we have no refund. Microsoft needs to make this right.
Business Response
Date: 08/03/2022
Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Surface delivery incident. We are unable to verify your account 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:07/26/2022
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 a keyboard and mouse combo in november of 2021 and they are no longer working and i wish to have them replaced. MS PART NO. X820926-001 S/N: ************* PRODUCT ID *********************** MODEL ******************** **** X820593-001 AND PID: 01395-523-3521604-11004 MODEL: ****
Business Response
Date: 08/03/2022
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: 08/03/2022

Complaint: 17627198

I am rejecting this response because:
THIS INFORMATION IS USELESS - WHEN YOU CALL THIS PHONE NUMBER NO ONE ANSWERS AND THAN IT TELLS YOU TO GO TO A WEBPAGE TO FILE YOUR COMPLAINT WHICH IS WAY TOO COMPLICATED AND THIS IS BS I WANT MICROSOFT TO BE HELD ACCOUNTABLE AND RESPONSIBLE FOR HONORING THEIR MANUFACTURERS WARRANTY ON ITEMS SOLD.

Sincerely,

*************************
Initial Complaint
Date:07/26/2022
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.
Three months ago I noticed a charge on my credit card for $29.99. This charge was by Microsoft Corp. I have several Products and services from Microsoft but the specific amount looked foreign. I was not too worried but I plan to look into it. After a month went by I was charged again. This reminded me to look into it and when I logged into my Microsoft account I did not see any product or service charging me $29.99 per month. After a month of trying to figure out what was going on I got charged again. Finally I spent half a day calling every customer support number I could find online and finally got a hold of someone and business support who found my account and created a ticket for me. This person assured me everything that would be resolved. During this call the support representative determined that there was no way for me to access online support because I had no email address attached to this account that was charging me. That is why he created the ticket for me. It has now been 11 days and I have not heard anything from them. I have no access to any online portal. All previous phone numbers that I used to try to get a hold of support now inform me all support is online and then hang up on me. Leaving me with no refund and my card being charged indefinitely. This is Microsoft of all places I dont understand how this could happen.
Business Response
Date: 08/01/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding grievance. We are unable to verify your account or locate a service request associated with the information provided in your claim. 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, where we can see that the charges are coming from Microsoft

If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.

If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/01/2022

Complaint: 17626406

I am rejecting this response because: I apologize I thought I was writing to the BBB and not directly to Microsoft, I should have included the ticket and invoice number. Invoice number # G012093609 and support number for this case # 2207150040006757

Sincerely,

***************************
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 Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006689152.

We will monitor your support case through resolution.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/26/2022
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.
Xbox hdmi port has been malfunctioning since day one. I called in to microsoft, they said if the problem persists they will repair it for free. The problem has been there from the beginning and is getting worse. They want me to pay *********************************************************************************** the first time.
Business Response
Date: 08/03/2022

Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Xbox issues We are unable to verify your account 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:07/26/2022
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 recently bought a computer with their product, windows 11, installed on it. One update later and it has completely bricked my $2000 computer. I go to their support line to try and resolve such a issue. And not only do they deny responsibility for damaging my product, but they refuse to adress the issue of repairing it and attempted to redirect me towards the manufacturer of the computer, attempting to pin any liability on them. ********************'s product broke my computer, and they refuse to even notion at a attempt of fixing the issue. They are the ones that broke my computer through the recent update, and I expect them to fix the issue.
Business Response
Date: 08/03/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Laptop repair. 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 7006530644.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/26/2022
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 have a recurring payment being charged for Xbox live, but I'm unable to cancel the subscription without my account email. I dont remember it but the recovery path doesn't work because the email is blocked out in the message to my secondary email. I'm unable to contact any of the help options without one. Can someone from Microsoft please contact me?? I'm tired of paying to this when I dont use the service. I can't believe the amount of effort I need to go through to contact support.
Business Response
Date: 08/01/2022
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 7006480193.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/26/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I spent more than $700 on a laptop (Order # **********), only for them to send me trash. Within 10 mins. of having the laptop, it was back in the box. The backspace key does not work, and I later found out that some of the keys also do not always work. After calling, waiting on hold, and explaining my issue multiple times, the idiot from Sales had me on hold for 25 mins. I hung up. No one ever called me back, no return label was sent, no response to my emails, nothing.Within the past 3 years, I have had to go through at least 6 different Surface laptops and I am tired. I would like to speak to an Executive to discuss these issues.
Business Response
Date: 08/01/2022
Dear Mayo Az,

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 7006467376.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/01/2022

Complaint: 17624633

I am rejecting this response because: I'm waiting.

Sincerely,

Mayo Az
Business Response
Date: 08/09/2022
Dear Mayo Az
Thank you for your response. After reviewing your complaint and recent service request (SR **********) we see that the Advocate ***** R has been trying to get in contact with you to since October 3th *********************************************************** contact with the correct team to address your issue the proper way, however, unfortunately there was no answer from you. Please reply to the last email sent on October 8th by this agent to reopen the case and help you further if you don't get answer let us know to create a new service request for you.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 08/09/2022

Better Business Bureau:

I really do NOT accept this case, but I'm done. Please close this case and note my dissatisfaction. I already requested that this case be closed days ago. Microsoft made no real effort to contact me. They waited until 2 or 3 days ago to email me asking me if I wanted Sales to contact me...why not just contact me? Why hasn't an executive or someone from from much higher level support contacted me? Why are you asking me how to do your job?? And why are you not offering any kind of olive branch? The answer is because you want it to look like you are making an effort on paper. Close the case.

Sincerely,

Mayo Az
Initial Complaint
Date:07/25/2022
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.
Case Review: XBOX:01003837 My name is ********************* and my complaint about Microsoft is regarding my Xbox account which got permanently banned from Xbox Live on July 4, 2022 at 11:20 AM while I wasn't even online.I played on my account in the early morning hours of July 4 with a friend and everything was fine until we logged off. My friends account remained active in the morning but mine got a permanent ban without any wrongdoing.I got an email saying that I got banned for "Cheating", (which is basically impossible on Xbox) but no proof or an explanation whatsoever. I have spent many hours talking and chatting with Xbox support whom have always been supportive of me and sent multiple email but to no avail. I also was able to get a support supervisor to email me privately and they gave me a lot of hope and support but it is not in their power. I also even tried contacting *********************** and ******************* themselves.Xbox support even gave me a reference number to show support: ********** Another piece of "proof" if you will is this clip: https://1drv.ms/u/s!AsiwG_SjSFylgbZgNPAHE08bGjs9jw of something rare that happened in the game which maybe could have triggered some sort of response from the game but was obviously an error of the game itself.This account is 10+ years old and has about ****** gamerscore and a perfect reputation on Xbox Live. Also, THOUSANDS of hours have been spent in countless games throughout the years. It goes back all the way to my *********** years.I love Xbox and everything that has to do with them, I have been on gamepass since day one I bought my Xbox one on day 1, got my Series X making a line at a Target for 6 hours but this leaves a bad taste in my mouth. It has been a rough month of almost no gaming without my account.I implore you guys to help me with this since they don't seem to be trying.Below I will attach images of my account and also some Images of several attacks my account was getting.Sincerely, *************:MonoAlterao
Business Response
Date: 08/01/2022

Hi *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban.
Please feel free to submit a case review in case you consider this was a wrong action from the enforcement team
https://support.xbox.com/en-US/help/family-online-safety/enforcement/how-to-submit-a-case-review.
You can review the full Terms of Use at: http://www.xbox.com/en-US/Legal/LiveTOU
You can review our Code of Conduct at: http://www.xbox.com/en-US/legal/codeofconduct
For additional information regarding your ban,please visit http://enforcement.xbox.com/
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/01/2022

Complaint: 17623693

I am rejecting this response because: I did that as soon as I found out I was banned. That was the first thing I did and it was rejected automatically via and automated email. I haven't had contact with a human member of the enforcement team and I haven't received an explanation of why my account was taken from me. The only thing I got was a permanent ban without proof. I hope you guys can do more than links and simple stuff I have already done. I am definitely beyond all of those solutions when I had to reach you guys through here to get a response. I even emailed the enforcement team and they simply did not reply. This is the most unfair thing that has happened to me and I know it can be fixed. I know you guys have the power to do so, you say you care about customers and I really believe it because I have been one for 10 years but a whole month of no gaming and the same links is a little disappointing. I won't give up I believe we can get through this.
PS: That account was charged $14.99 for Gamepass Ultimate today 08/01/22 and the reason I haven't cancelled it is because I still have hopes of getting it back.

Sincerely,

*********************
Business Response
Date: 08/12/2022
Hi *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account enforcement action.
We have contacted the Xbox enforcement team and consulted about your account suspension, once we receive their response we will be updating you.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/17/2022

Complaint: 17623693

I am rejecting this response because: Ok, I'll wait for the Enforcement team's response.

Sincerely,

*********************
Business Response
Date: 08/25/2022

Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account suspension.
We have received a response from the enforcement team and stated as follows:

Hello Valued Xbox Customer,

This account was suspended for engaging in cheating. Cheating encompasses a number of situations, including, but not limited to:
Involvement with modified (modded) games or gametypes such as modded lobbies, mod menus, mod infections, or other unauthorized modifications
Involvement with modified Xbox hardware
Intentionally playing with someone who is using unauthorized software or methods
Using unauthorized software to make changes to your account or game saves
Unlocking achievements, prestige level, in-game ranks, or other content you didnt actually earn
Repeatedly using a game glitch or vulnerability to gain an unfair competitive advantage
Interfering with or manipulating your device's network traffic
Abusing the player reporting (complaint) system by filing or encouraging your friends to file false or redundant complaints or feedback
Cheating disrupts the game for other players and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone,and cheating results in an unfair and unenjoyable experience. To ensure that players continue to have a positive experience, we cannot allow cheating in any form.
For more information on why we care about Cheating, please refer to our Stay Safe page on the topic! (http://enforcement.xbox.com/home/staysafe#topic2).
If your suspension more pertains to Gamerscore modding, please refer to our Stay Safe page on the Topic! (http://enforcement.xbox.com/home/staysafe#topic7).

Thanks,
Xbox Safety

At this point we considered this case as closed

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/25/2022

Complaint: 17623693

I am rejecting this response because: Once again another pasted message that I have seen before. I did not do any of those things and I know it. It is basically impossible to cheat on Xbox. You consider this case closed because of incompetence and cant own up to messing up someones 10 year old account. Its like no humans work there just bots. I give up with you guys thanks for nothing. At the end it, it was in your hands to fix it. Hope to see you guys again some day! Xbox forever. Or at least I hope **** until then.

Sincerely,

*********************
Initial Complaint
Date:07/25/2022
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 am in desputing fradulent charges from Microsoft on my phone. This is a phone. Sprint/ ******** is refusing to take responsibility. Microsoft removed funds from my account I only use to pay for this device, my only device this phone. I am Disabled and have a limited income. This caused me credit issues also this situation caused me to have negative issues on my ******** account. This number is ************. It is my only device.
Business Response
Date: 08/03/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Disputed Charges. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006530957.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/08/2022

Complaint: 17564333

I am rejecting this response because:

Sincerely,

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

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