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

5,183 total complaints in the last 3 years.
2,075 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:05/29/2022
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.
Recurring billing on skype subscription bundled with office 365 is impossible to cancel. Several cycles of recurring billing with no ability to cancel
Business Response
Date: 06/06/2022
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 1539796137 .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/29/2022
Type:Sales and Advertising 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.
There was an unauthorized purchase made for a Microsoft Office 365 Family subscription. The transaction for this purchase was on May 1, 2022, the price was $99.99 and with tax $105.99. When I got my new phone it had the app already installed on it, but I have no need for it, so I didnt bother with it. Microsoft tried to collect the amount from a closed debit card on May 1, 2022 but it didnt go through. So they waited until I made a purchase for something else with a new card on May 25, 2022 and then thats when they made the transaction I guess on May 26 2022. I found out on May 27, 2022 when I checked my bank account. I tried contacting them by phone, every time I tried the recording would direct me to the website. I couldnt get a human response, I trying to get my money back. Online it said I had 30 days from the date of purchase to get a refund. I finally got a human on the phone and then they that my account couldnt be found. The order number is 01abd93a-025d-47fe-9b14-a897b095f679 How do you run a large corporation without verbal communication? I didnt see in my tell about myself section email address, so this is it : *********************** Well I hope you can help.
Business Response
Date: 06/06/2022
Dear ***********************-Short,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unauthorized charges for an M365 Family subscription. We have contacted a senior member of our Accounts and Billing Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1539700118.

We see that agent ***** has been in communication with you. We expect she will reply to your recent email on June 7th when she is back in the office. We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/28/2022
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.
My Microsoft 365 subscription was renewed without my permission and my Discover Card {****} was charged $107.99.
Business Response
Date: 06/03/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding request to cancel your M365 subscription and refund. We have contacted a senior member of our Accounts and Billing Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1539699454.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 06/03/2022

Complaint: 17288823

I am rejecting this response because: REFUND THE $107.99 TO MY DISCOVER CARD {****} AND CANCEL MY SUBSCRIPTION.

Sincerely,

*************************
Business Response
Date: 06/10/2022
Dear *************************,
Thank you for your response. After reviewing your complaint and recent service request (SR **********) we see that agent ****** has explained that we need to verify you as the account owner before we can process a refund. In her June 9th email, ****** provided instructions on how to do that. Please reply to ****** with the requested information at your earliest convenience.
We will continue to monitor your support request through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/13/2022

Complaint: 17288823

I am rejecting this response because:

Sincerely,

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

From: *******************
Sent: Saturday, June 11, 2022 5:56 PM
To: ******************************************
Subject: Re: SRX1539699454ID - Regarding your Microsoft Account

Thats unacceptable. I want this subscription cancelled immediately. If I dont receive a refund I will be taking Microsoft to court for much more money. You obviously were able to verify ownership of my account when you charged me $107.99 which was done without my consent.

From: Microsoft Customer Support
Sent: Saturday, June 11, 2022 3:14 PM
To: ************************
Subject: RE: SRX1539699454ID - Regarding your Microsoft Account

Service Request 1539699454

Hello,

This is ****** again with Microsoft Customer Support. Unfortunately we are unable to verify your ownership of the account with the information that was provided. As a result we can not issue any refunds and we will move forward with closing this Service Request.
If you have any questions please feel free to contact Microsoft Support
Thank you and have a great day!
Sincerely,
****** W
Escalation Analyst
Office Hours: Thursday-Monday 7:00 AM 4:00PM CST (UTC -6)
Global Escalation Support
2022 Microsoft Corporation. All Rights Reserved
Microsoft Support | Manage Microsoft Devices | Microsoft Account Profile | Microsoft Privacy Statement
Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message.

Business Response
Date: 06/20/2022
Dear *******************,
Thank you for your response. After reviewing your complaint and recent service request (SR 1539699454) we see that agent ****** explained that she is unable to move forward with a refund for the M365 subscription because she was not able to confirm you as to owner of the Microsoft Account associated with the subscription.
The subscription is due for renewal in September and auto-renew is 'on'. Although we can't cancel the existing subscription we can request that the Accounts & Billing team turn off auto renew if you wish. Please let us know.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 06/20/2022

Complaint: 17288823

I am rejecting this response because:"Thank you for your response. After reviewing your complaint and recent service request (SR 1539699454) we see that agent ****** explained that she is unable to move forward with a refund for the M365 subscription because she was not able to confirm you as to owner of the Microsoft Account associated with the subscription." HOW CAN MICROSOFT **** MY CREDIT CARD WITHOUT KNOWING THE ***** OF THE MICROSOFT ACCOUNT ASSOCIATED WITH MY SUBSCRIPTION?

The subscription is due for renewal in September and auto-renew is 'on'. Although we can't cancel the existing subscription we can request that the Accounts & Billing team turn off auto renew if you wish. Please let us know. PLEASE DO.

Sincerely,
Microsoft Corporation

Sincerely,

*************************
Initial Complaint
Date:05/28/2022
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.
We have attempted multiple times to cancel a $9.99 recurring monthly fee drafting from our bank account. Each time we are told we must verify the user name associated with the charge. Our son was probably 10 years old then we activated this charge. He is now 22. He does not remember what his user name is. His name is ***********************. Our address was *************************** in ****** ********.I want them to find the account, tell ** the last time our son utilized this log on and refund all charges since then.
Business Response
Date: 06/02/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address and billing information associated with the charges in question.

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: 06/02/2022

Complaint: 17287755

I am rejecting this response because: this account was set up 10 years ago or so. We have no clue. FIND IT.

Sincerely,

*************************
Customer Answer
Date: 06/09/2022
What is a service number?
Business Response
Date: 06/10/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the ****USD charge. In order for us to locate the Microsoft Account email address associated with the charge we must need to verify the billing information such as full name on the card, last 4 digits, expiration date and if possible and bank statement to help you canceling the subscription.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/08/2022
I DONT HAVE IT. MY SON CREATED THIS ACCOUNT WHEN HE WAS 10 YEARS OLD AND HE IS NOW 23! HE HAS NO CLUE WHAT EMAIL HE USED 13 YEARS AGO.
Customer Answer
Date: 07/13/2022
*************************
last 4 is 7041
addresses possible:
2370 ************* ******* ********* 68467
OR
2460 Valencia *** ******* ********* 68467
Business Response
Date: 07/19/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the ****USD charge. As stated previously on this complaint, in order for us to locate the Microsoft email address associated with the charge you are disputing, we must need to verify the billing information such as full name on the card, last 4 digits, expiration date and bank statement to help you canceling the subscription.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/28/2022
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 beginning of May, I ordered two items for my sons graduation gift. I ordered a gaming computer and I ordered a monitor for $119. The gaming computer was delivered a few days after my order but I never received the ** monitor and from the delivery details a package was never received by **** I called about a week later after not receiving it and was told that if I wanted to I could order another monitor and my money would be refunded for the monitor that never came. I said absolutely not! You never delivered the first one. Then I was put on a long wait and was told it had to be investigated about why my monitor never left the warehouse before I could be issued a refund. Told it would take 3-5 business days but never heard back or received a refund. I want my money refunded asap. I paid for a product that was never sent and this is totally ridiculous!
Business Response
Date: 06/02/2022

Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your missed monitor. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 1539676826

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:05/28/2022
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 permanently banned my xbox live account and refuse to give me reasons way. They vaguely said it was for distributing ****** which is an outright lie I never did anything close to that ever. They offered me no route to defend myself and I cannot speak to their case review team. Becaus eif this I have lost 12 years amof my life (I'm only 25) and thousands if dollars in value and the charges they're accusing me of are false! I have no way to defend myself because you're not allowed to talk to the case review team.
Business Response
Date: 06/03/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account ban. 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 *******************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/04/2022

Complaint: 17287060

I am rejecting this response because I DIDNT DO ANYTHING TO DESERVE THIS BAN
Sincerely,

*******************
Business Response
Date: 06/10/2022
Dear *******************,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban. Your account was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live. We werent able to validate ownership of the account. For further details on what kinds of behaviors or actions led to the account ban,please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.? We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.?

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/

After signing in?to?https://enforcement.xbox.com?with the?account that received the suspension?(or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website?and see your active?and completed suspensions.?There is a new drop down labeled Reason for action that you can click to see the exact text?that resulted in the suspension.?If non-text content?was part of the violation, you will see a message that says?This action occurred due to infringing image, audio, or other multimedia content in sent messages.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/14/2022

Complaint: 17287060

I am rejecting this response because:They have lied twice now, I received an email form them saying it is for my gamertag (my gamertag is KingsGuard#***) and there isn't anything wrong with my gamertag at all, and separately they tell me the reason is for ****** distribution. I want my account reinstated as they obviously do not have a reason to ban me
Sincerely,

*******************
Business Response
Date: 06/21/2022
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban. Your account was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live permanently. For further details on what kinds of behaviors or actions led to the account ban,please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.?

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 and support, please visit http://enforcement.xbox.com/

We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.?

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/21/2022

Complaint: 17287060

I am rejecting this response because:

Sincerely,

*******************
Initial Complaint
Date:05/27/2022
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 paid $7.99 for a mortal Kombat 11 character. ON MAY 27TH 2022 I received all but 1 character which was spawn. Which was included in the pack and now it's telling me to pay single for this Character. I spoke to a rep from xbox about it he disconnected the phone and when I try to request a call back they tell me I reached my limit .I am going to file another complaint about this company to the attorney General they are a fraud you don't get what you pay for. And the CUSTOMER SERVICE DEPARTMENT *****
Business Response
Date: 05/31/2022
Dear *********************,
As a one-time exception advocate ************ has refunded the total amount of $7.99 USD for the Mortal Kombat 11 Kombat Pack. Generally,refunds will be received back into your account within 72 hours, however, could take up to 30 days depending on your financial institution's individual policies.
We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem was investigated. It was more than a pleasure to assist you.

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

Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/27/2022
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.
Microsoft continually denies my request to help reinstate my account I have had for decades. The account was hacked and banned just after buying the Xbox series s. I am told because 2 step verification is turned on they're unable to do anything. When in fact they're actually unwilling to take the time, it has been proven they're able to.
Business Response
Date: 06/02/2022

Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your locked account and log in issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 1539676154

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 06/05/2022

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:05/26/2022
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.
Skype Account: UNLVUA Skype indicates that it will charge me 2 cents per minute for any domestic calling, I called a local phone yesterday and Skype charged me **** cents per minute. As a result, Skype overcharged me about $5. I want the money back to my Skype account.
Business Response
Date: 05/31/2022
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:05/26/2022
Type:Sales and Advertising 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.
Bing has my business reporting permanently closed. I have been in Business for 12 years. I have lost a client over this ********. I cant reach them by phone. My company is ********** in ****** ********. I would like this removed and for the client I lost! I want financial compensation for their lack of reporting false information with out verifying.
Business Response
Date: 06/03/2022
Hi ***********************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.

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