Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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  Microsoft Corporation

  PO Box 14647 Tucson, AZ 85732-4647

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:08/22/2022

  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.

  I purchased a Microsoft iPad and recently tried to change my email address with the Company. I experienced a huge problem trying to access my account to revise my access credentials. Step 1 was to request, and I did receive, a unique notification number. The required Step 2 was to submit the number to Microsoft on a form which, after many repeated attempts, I was unable to obtain. In searching the internet, I found that hundreds of individuals had a similar problem. Microsoft does a huge business but after purchase services are poorly organized. Marketing is at the top of their business model but customer service is at the bottom.

  Business Response

  Date: 08/29/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery 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 you want to regain access to for further investigation.

  
  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: 08/29/2022

   
  Complaint: 17753241
  
  I am rejecting this response because: Microsoft requires personal information(my Microsoft account information)  to respond. However, the problem is generic and they could analyze their system design shortcomings without that specific information.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2022

  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 subscribed to the Microsoft home 365 office product about 6 years ago but canceled it 2 years ago. This month I received a charge for $74 on a charge card of a different account number for the old canceled subscription! MS has no phone service and all on line access to refute the charge doesnt work!

  Business Response

  Date: 08/29/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. 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

• Initial Complaint

  Date:08/22/2022

  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 Microsoft Surface Laptop 3 for Business that also is covered by a multiyear extended service contract that is supposed to provide Next Business Day replacement device support for business devices. After about a year and a half the Laptop 3 WiFi and Bluetooth stopped working. I contacted Microsoft Business/Commercial support on July 26th to troubleshoot the connectivity issues. The tech support rep quickly identified the cause to be hardware failure and placed a replacement order for the device. The tracking number for this issue is ****************. This is when all the trouble started. Microsoft sent me the wrong model device (and it was several days beyond the contracted next business day support level). I promptly notified Microsoft tech support, including dozens of emails to the initial first line rep, her multiple supervisors and others. Most emails do not get responded to and even worse several people and supervisors that have been involved no longer work with the company. Now nearly a month later and I am still stuck without a working laptop and the wrong model laptop and being run around in circles and delays.Through this horrendous support process, I have learned that Microsoft enterprise support for these devices is outsourced to a company named Concentrix Corporation and that the entire product line is only supported out of a single call center in *********. While many of the reps are pleasant enough on the phone by their own admission, they are unempowered to handle any hardware replacements directly. Instead, they are merely intermediates to a service center in the U.S. for which they can only internally message and that Microsoft customers have absolutely no direct access.As it stands today, I am stuck with the original non-working laptop as well as the incorrect model they have sent me but no one there is impowered to resolve the issue much less make up for their inability to provide the contracted level of support purchased.

  Business Response

  Date: 08/30/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Exchange. 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 7007267541.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/22/2022

  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.

  We purchased an xbox from amazon July 12, 2021 and paid $759.06. We called in march because the xbox wasn't working and was under warranty. they received it and sent us a new one. We received that and it still did not work. we emailed them and let them know on March 25th that it still did not work. After several emails and calls since then we still do not have a resolution. At one point they said we did not send the xbox but snent a controller. we have a copy of the shipping label with the weight of 10 lbs confirmed. They lost the xbox and refuse to fix the problem. I have asked several times for a manager to call me and they have stated that someone would call me in 24 hours and it never happens. i am attaching emails and the shipping label which was received and signed for at the dock. this has been going in 5 months now! we were forced to purchase a new xbox since it was my sons birthday present and we are without a box and nobody would help us.

  Business Response

  Date: 08/29/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is ********** .

  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/22/2022

  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 purchased a 1 yr subscription for Microsoft 365 Dec 26, 2021 using my credit card. The email address i have been using for that subscription ************************** is no longer valid as I am not with that IP provider. The system uses 2 factor ID and my phone number, which is correct, cannot receive 2 factor text messages. I have spoken with customer support 6 times via chat, complete 8 online reports asking for a resolution. I have provided full account details including:- previous and current passwords used - credit card info used to make the purchase - email addresses I have sent emails to - subject lines of the emails I have sent emails to - products I use and purchased I have completed every section of their forms requesting information however i continue to receive automated messages that they cannot give me access to the account. The account is also set to auto-renew my subscription which apparently they cannot change so i will be charged again for a subscription i cannot use. I am asking for either access to the account so i can use the subscription I paid for or a refund for the remaining year of the subscription which is four months and to close that account.

  Business Response

  Date: 08/29/2022

  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 7007243842.

  
  We will monitor your support case through resolution.
  
  
  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/29/2022

   
  Complaint: 17741127
  
  I am rejecting this response because:I received the attached email from your team and they continue to refuse to assist me.  This is not an impossible situation.  I have given several pieces of information that identify me as the owner of this account including:

  - a recent email address I had sent an email to

  - subject line of that email

  - two passwords I've used on that account

  - another email account I am currently using (this one)

  - products I have purchased and use (Microsoft 365)

  - receipt from my **** with the date of purchase

  I have said numerous times, I cannot get access to that account and the *** said the account does not exist as I am no longer a customer of theirs.  My phone number is the same as the one you have associated with the account but I am not able to get 2F identification to that phone.  I can get text messages and phone calls (I use a service called Open Phone).  

  The solution I have stated is to refund me for the balance of four months that I cannot use.  I will then purchase a NEW 365 yearly subscription with another email address that I have access to.  Even a credit for the four months that can be used toward a new subscription is fine! This should not be this difficult nor should it have taken this long to try to resolve.  I've lost weeks of work and I have also lost a client due to the fact I cannot access services I need, like Microsoft 365 Work, Excel and PP. I've attached a copy of the **** receipt and two screen shots showing the licence details for two of the four products I use (word, pp, excel, outlook).

  Please resolve this issue.

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/04/2022

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

  
  Thank you for your response. After reviewing your complaint and recent service request # ********** we see that Aaren K from Microsoft Customer Support & Services contacted you to regarding your case on September 02nd, 2022 via phone call, unfortunately based on internal policies we are unable to continue with your refund request for the remaining balance of the subscription that is promptly to the end of its cycle as most of the service has already been used, you signed up for the service on Dec 26, 2022 and will be ending on Dec 26,2022, auto renewal was turned off on previous August 30,2022.

  
  We understand this is not the resolution you had hoped for by we stand by the resolution provided by advocate **************

  
  Sincerely,

  
  Microsoft Corporation

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17741127
  
  I am rejecting this response because:

  I have provided ALL details required of me to prove that I am the owner of the account. I have completed all forms, several times, with:

  - my account information

  - my recent email addresses I've sent to with subject lines

  - details of recent passwords

  - confirmed which products I have with Microsoft

  Although I cannot access the email account as I am no longer with that ***, I have the same phone number that is used for 2F ID but cannot receive the text messages from Microsoft.  It is the responsibility of Microsoft to find a way to text it to the number I have provided. The *** has clearly stated to me they do not have access to the email account as it no longer exists, it has been deleted.

  The remaining portion of my subscription is 4 months from the time I could not open the account to the time the subscription ends.  That is 1/4 of the subscription which is substantial.  I have been flexible and offered Microsoft the opportunity to give me a credit which i would use to open a new account and purchase a new subscription.  This is MORE than fair and reasonable.

  Subscription cost - 123.17

  Credit / refund - 40.06

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/22/2022

  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 bought a ****** computer this summer. I was using with no issues until Microsoft forced updates even though I had auto updates off. The computer had an error during updating and cause a bitlocker issue to appear. ****** support was unable to assist and when i went on to MS 365 and went to one drive to get the code to unlock it I was told the serial number of my laptop does not exist. Now the laptop is complete garbage and needs to be thrown out. I want a new laptop or a bitlocker code.

  Business Response

  Date: 08/26/2022

  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:08/21/2022

  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.

  On July 20th I purchased baulders gate dark alliance. The game is unplayable and I spent 30 dollars on it. It continues to crash at the same point, which via their refund page I included many details, such as the publisher black isle studios going quiet not acknowledging there are still issues. No update has been provided to fix this. I was instantly denied a refund for a game 1 I can not physically play, 2 should not have been allowed to be released on their platform not being tested, 3 what I would consider an unfinished product. I just want the credit back in my account for 30 dollars. Their game is unplayable, and Microsoft won't make it right. I just get canned responses not even making notice of the issue. Just a canned refund denied. I tried to contact the publisher but they are silent on social media. This was a cash grab from the developers that Microsoft allowed to be released. I hope they make it right, I was a long time fan of the game and would love to play it but I can not physically play it, as it crashes everytime at the same part in the beginning. It is impossible. Please help make this right, 30 dollars wasted their response should be making it right. I consider this theft.

  Business Response

  Date: 08/29/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 7007242462.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/20/2022

  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 received an email from, ****************************************************** who is trying to scam me. That email address they're using, myownbusiness2015 is MY email address with outlook and you can clearly see that on my list of emails I have with outlook. How are they able to use my email address name?!I want you all to investigate this and tell me that they have been removed from being able to use my address in their emails and they should be banned period from using any microsoft products because they're scamming people and impersonating them while they're at it!!! This is what they sent:Because the email is too long, I'm going to send screenshots of the email with this complaint.First and foremost, they state they've hacked into my email account, that's false. I have my outlook attached to ****** Authenticator making it to where they can't get into it because it creates random numbers for me to add just to log in. I have considered changing out this email address and getting another one because this is multiple times I've gotten this type of email but this is the first time where they've tried to impersonate me. Please ban them from using your products. You're supposed to keep us safe!

  Business Response

  Date: 08/26/2022

  Dear ***********************,  

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the scam email you received from someone with no principles. After reviewing your complaint, it appears that hacker want to make you believe what he said and make you a victim of a scam where someone tried to imitate you. Unfortunately, scams have become all too common, affecting millions of consumers worldwide. We take your privacy very seriously and would appreciate it if you reported this phone scam at the site below:   
   
  https://www.microsoft.com/en-us/reportascam/ 
   
  Sincerely, 
  Microsoft Corporation 

  
  

  Customer Answer

  Date: 08/26/2022

  This is NOT  a phone scam! They didn't intimidate me because i know better. Let me repeat myself for the 2nd time. They are using your software to scam people! They're using my email name and putting it with your software, omnimicrosoft! It's very evident you didn't understand anything I brought forward in the initial email. I should've known better to expect you to care.

   

  This isn't a complaint that can be handled by a robot. You all need to actually do some work and investigate who is behind that email and block them from using any of your services!! Why is that so hard?! Whoever you are, you say you care about privacy and our safety but by your response you don't!

   

  I want a supervisor to actually take care of this! My email is being impersonated and used on your omnimicrosoft software and you don't care. You don't care that someone is using your services to scam people!!! What's wrong with you! Take care of this now!
  

• Initial Complaint

  Date:08/20/2022

  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 purchased a game through the Microsoft store on 11/4/2021 it charged my account and now Microsoft is saying I didnt purchase the game and the charge was never made

  Business Response

  Date: 08/25/2022

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

  
  Thank you for contacting the Microsoft Corporation via the Better Business Bureau regarding your complaint. Previously,the game was supposed to release on February 25, 2022. But the developers (Volition)delayed the game in November last year for reasons that went beyond us. If you used account credit to pre-order your game, your balance will be taken immediately. If you used a credit card or split your payment between your credit card and account balance, youll be charged around 10 days before the game launches.
  
  Upon checking your account, seems that the charge you saw on your bank account was merely an authorization, not a charge.
  
  You can acquire the Standard edition available now for *****USD by following this link:

  
  https://www.xbox.com/en-us/games/saints-row
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17746607
  
  I am rejecting this response because:the charge on my account was placed. There was never a credit issued to rectify the initial charge
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/03/2022

  I would like a refund side the amount of ***** that was charged to the card ending in ****

• Initial Complaint

  Date:08/20/2022

  Type:Order 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 set up a personal Office 365 Account many years back. Then a company I was with at the time *****************/****************************** opened an Office 365 account. My email address under that account was ************************** They are no longer in business. Then I went to work for Princeton Communities. My email address there was ********************** I am no longer with that company. I have tried to remove these accounts from the Office 365 accounts page. However, they keep showing up and I am not able to make changes to my personal account. I have spent 3 days going through the Microsoft ******* systems. I need a real person to speak to me to get this problem resolved. It appears that I am paying for this service for my personal account, but not able to use it.

  Business Response

  Date: 08/26/2022

  Dear *************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office 365 account issues. 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 7007164798.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/26/2022

   
  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,
  
  *************************