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

5,338 total complaints in the last 3 years.
2,122 complaints closed in the last 12 months.

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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:07/23/2022
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.
Microsoft has habitually insisted upon replacing a now 3 time defective product with the exact same defective product and even has managed not to follow through on this. With the warranty time on this product dwindling, I continue to receive false promises from Microsoft of a solution, until I no longer am able to contact them and have to restart the process again. My Microsoft Surface Laptop 4 has had the same hardware issue with 3 separate units and Microsoft has had the desire to continue to replace the unit with the exact same refurbished laptop that experiences these problems routinely and has not followed up on any request to do that. I continue to receive assurance that Microsoft will make an effort to solve it while offering zero solution. I believe that Microsoft has no interest in actually making a concerned effort with agents providing false information and contact information seemingly in the hope of me dropping my concern. This is no longer acceptable and needs a prompt and courteous solution and not more of the same rhetoric and false problems.
Business Response
Date: 08/01/2022

Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface replacement issues. We have seen that you already have a previous service request 7006464642
In which the agent asked for further information, wait for his response in the next 24 hours and continue working with him.
In case you need further assistance please ask for an update to the senior who handles the case.
Sincerely
Microsoft Corporation
Initial Complaint
Date:07/23/2022
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 children several years ago used my key debit card to purchase an Xbox subscription with my debit card. I agreed Toto that. Now then sent no yearly letter asking us to cancel or renew. They have been debit my card for several years. I am a senior citizen have never used an Xbox. My children are grown and havent been here for years.Microsoft deliberately doesnt give out their phone no or address, forcin GB into wk o the computer, which Im not good on.key bank answer was they disputed 1 charge and said they could cancel my debit card. I need my card for my monthly bills that r debited. This is fraud! Deception! Please help me!
Business Response
Date: 08/01/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Billing issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006467098.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/09/2022

Complaint: 17615582

I am rejecting this response because: Hi I was contacted by Microsoft. They wanted several pieces of information. I gave them all they asked for and faxed the bank statement as requested. I keep getting messages for more information.

Sincerely,

*************************
Customer Answer
Date: 08/15/2022
Record of fax sent to Microsoft. I expect to be compensated fitr$71.45 as well as any years I never renewed and was charged!
Business Response
Date: 08/16/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing the case (**********) we see that the information you sent wasnt getting to our agent, please when sending Files use the file transfer link provided by or agent and make sure the files upload correctly, please continue to work with our agent towards the solution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/17/2022
Complaint no. ********. I just got off phone with Microsoft. They said they would only reimburse me for 1 payment if its in 60 days and no reimbursement of$71.45 thst I of to fax info to them. I will not accept this fraudulent behavior. Thank u!
Business Response
Date: 08/25/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Normally the refund request must be reported in the first 30 days after purchase or in this case the renewal of the subscription. We understand that you *** were not aware of the renewal notifications sent to the email linked to the Xbox account where the subscription was purchased. Please consider that the refund you were offered.

Please refer to the snipped quotes below from our Terms of Sale (https://www.microsoft.com/en-us/storedocs/terms-of-sale), Section 16 and the (https://www.microsoft.com/en-us/servicesagreement), Section 9, part (g):

Some items are not eligible for returnall purchases of these types of products are final and non-refundable: digital apps, games, in-app content and subscriptions, music,movies, TV shows, and associated content

We reserve the right to issue refunds or credits at our sole discretion.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/02/2022
I still feel this was fraudulent not asking me to renew every year. U mention thats cant refund over 30 days. I have an entire folder of my emails to u over past couple months. I faxed over$80of bank statements u send u needed. U purposely stalled this out. I want my $80 For info which I sent to u and at least 1 ur of compensation for that never order Xbox subscription. Then I feel I have been made somewhat whole.I never want you to put me on any revolving Xbox subscription again! Ps Ive never used box and I never will!
Initial Complaint
Date:07/23/2022
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 Call of Duty Modern Warfare 2 Vault Edition on June 21, 2022. I checked yesterday in the Microsoft Store via Xbox, that my purchase is not showing. Instead, it shows I purchased the lesser standard version which is incorrect. I have attached an image of my purchase email showing I indeed, purchase the more expensive $100 dollar game. I requested a call back from Xbox support today, July 23, 2022. I receive a call from an overseas Filipino agent that states he sees the problem and will fix but needs to put me on hold. The agent puts me on hold for roughly 30 minutes and then the call drops on his end. I did not receive a call back so I had to request a second callback. Again, I get a Filipino agent that was extremely rude. I refused to state my issue a second time with low level customer service and requested and escalation to a supervisor based on my previous call ending with no call back. The agent puts me on hold and comes back 10 minutes later stating his supervisor is refusing to take the escalation unless I waste my time explaining the situation to him a second time. I tell this agent that I will not speak to him and to again, escalate the call. The agent has an attitude and says that its my choice if I want to wait on hold for along time and puts me on hold again. The agent comes back a third time and states he is refusing to escalate the call and purposefully hangs up on me. I was forced to request another callback, I receive a message from Microsoft that I have exhausted my call backs and will have to wait a full business day to waste more of my time. This is not the first time Microsoft customer service has willfully disconnected on me when I have had legitimate issues with their service. It is not the first time I have had disrespectful non customer service from ********************.
Business Response
Date: 07/28/2022
Dear *******************************,

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

Upon checking, the reason you are unable to run the game is because the game will be release until 10/27/2022.

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: 07/28/2022

Complaint: 17615279

I am rejecting this response because: Microsoft has not addressed being disconnected on. Microsoft did not reach out to me to fix my problem. Microsoft has no clue based on their response why I even called in and did not reach out to resolve my initial reason for calling in.

My purchase is for the 100 dollar version of the game. My purchase history in the Xbox store shows I only purchased the 70 dollar version. Microsoft has failed at customer service. ******************** is failing to provide the product for which I paid. Im fully aware I wont have access to a game that is not released. I do expect that Microsoft records my transaction appropriately and reflects in the store that I own the 100 dollar version and not the 70 dollar version.
I also expect that when Microsoft representatives willfully disconnect on me, and after filing a complaint, that corporate reaches out to me personally to resolve my issue. I called in once more after my initial complaint tight the BBB and was left on hold for one hour and ten minutes, on purpose by another Microsoft representative.
Because Microsoft is unwilling to resolve my issue through customer service and through the ********************, I will be filing a complaint directly with Microsoft corporate and referencing this ridiculous and unacceptable response.
Sincerely,

*******************************
Initial Complaint
Date:07/23/2022
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.
Please direct me to the representative for Mojang. I have been harassed nonstop about a Mojang account which I cannot even access.
Business Response
Date: 07/29/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Mojang account issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006396071.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/30/2022

Complaint: 17613800

I am waiting to be contacted.

Sincerely,

*************************
Initial Complaint
Date:07/22/2022
Type:Order 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.
****** play is allowing fraudulent platforms to continue with operations ,even though they are not paying out the winning claims ie, **************
Business Response
Date: 07/29/2022
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 ********** .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/21/2022
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.
There is a Phishing scam in Microsoft app stores:Several months ago I purchased a Ledger device (a cold storage wallet) to store my crypto currencies. In June purchased a new laptop and downloaded from the Microsoft app store an application which gave the appearance it was Ledger Live. The fraudulent application even used the Ledger logo on it. I provided the recovery phrase to recover my account and was told that the recovery key was incorrect. When I logged on to the real Ledger Live app on my phone the next morning my account was cleaned out. When I look for the app in your app store now it is no longer available, but I can show that I downloaded it from Microsoft because like I said I just got the computer. I reached out to Microsoft and they have not responded.
Business Response
Date: 07/28/2022
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 ********** .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/21/2022
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've reached out to Microsoft multiple times to stop charging my credit card, $8.53 each month. They tell me they can't do that without an account, which I don't have. I have disputed the charge with my credit card company and it stops for a few months, then it begins again. I would like for them to stop charging my credit card. And at this point, I want a refund!
Business Response
Date: 07/26/2022
Dear *******************,

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

We are unable to verify your account or locate a service request associated with the information provided in your claim. As the account is unclear for you, 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 and the bank statement.

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: 08/19/2022
Please reopen this complaint. I tried to respond but unfortunately I was not successful. I would like to confirm my credit card information would be secure when entered into your system.
Customer Answer
Date: 08/29/2022
Unfortunately, I cant see what information is needed. My last 4 digits of the card being charged is ****. I previously sent you a copy of the statement with the charge listed.
Business Response
Date: 09/04/2022
Dear *******************,

Thank you for your response. After reviewing your complaint and recent answer to it, for me to investigate where the charges are coming from, we need you to provide the expiration date of the card so we can move forward with your request.

Thank you for your patience and understanding, and for being a member of the Microsoft community.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/12/2022
07/25 expiration

Better Business Bureau:

I qhave reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Customer Answer
Date: 10/28/2022
Please reopen my complaint. The $8.53 is still being charged by Microsoft*RealmsPlus ******* **. At this point, I feel I should be reimbursed, back to the time of my claim. I have no idea what this charge is for, nor how to stop it.

*******************
Customer Answer
Date: 11/09/2022
expiration 07/25
Business Response
Date: 11/21/2022
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:07/21/2022
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 Microsoft Office on January of this year and not only will Microsoft not allow me to use the service, but they are holding all my files hostage and I cannot access them. I have made repeated calls to Microsoft and they even confirm that I have paid for the yearly service, but will not assist me on accessing my account nor will they refund my money due to there breach of contract.
Business Response
Date: 07/29/2022

Hello ***********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues.
A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006390022

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/02/2022

Complaint: 17600903

I am rejecting this response because: they still refuse to honor the service agreement or allow me access to Microsoft Office

Sincerely,

***********************
Business Response
Date: 08/12/2022
Hello ***********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues.
After further review of the account ******************** we found the order 8443493c-777b-4984-8607-b859e68eb10f -
One-year subscription:Trio Office: Word, Slide, Spreadsheet & PDF Compatible
But not any Microsoft Office subscription, please provide us with the receipt or proof of purchase to create a new case for further investigation, in addition, we did not detect any log in issues as to the account ******************** if you have further details please share it with us to assist you further.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/18/2022

Complaint: 17600903

I am rejecting this response because:

Sincerely,

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

Thank you for once again affirming that I have that subscription that I CANNOT and have not been able to use! I can only use the free site and I still cannot access my paperwork and this has caused me to be extremely late on taxes! Been going on since last year and still you have provided zero resolution! I cannot access the account for the subscription as it requests that I purchase Trio! All I get is error messages or it saying the file is locked and to purchase the ************* I will admit that I was confused on the difference between Office and Trio. Regardless, you are not allowing me to use the service that you affirmed that I have. So I have gone almost a year of not being able to use the service! I have contacted Microsoft approx 30 times regarding this with zero resolution!
Business Response
Date: 09/09/2022
Hi *****
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription and access issues
After further reviewed, we found you already had a previous service request
********** which states as follows:
Hello *****,

This is ******* again with Microsoft Customer Support, I want to thank you for contacting us regarding your service request. What issues are you experiencing?

Sincerely,

******************
Customer Services Support Agent
******************** Customer Support & Services

Please feel free to reply back to the agent for further assistance.
Sincerely
Microsoft Corporation
Initial Complaint
Date:07/21/2022
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.
Microsoft has ZERO support. Online only. Online is irrelevant to my issure. Microsoft TOOK my videos off my computer and put in One Drive. There is ZERO way to download them. I NEED them back to edit and deliver to customer. HELP
Business Response
Date: 07/29/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006395642.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/21/2022
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 20,2022, my bank account was charged $107 for Microsoft that I was not given a warning about. I guess it was my yearly charge. However, last year I was told that I was entitled to a federal government/ military employee discount that I was supposed to receive last year but did not. I was suddenly charged $107 this year without notification, and cannot reach anyone in customer service. This is the second day in a row I have been trying to reach someone. The customer service phone number to speak to a live person directs you to a website to do live chat and then hangs up without talking to anyone. The live chat is a joke and difficult to use. When I finally was able to use it. I got a message saying they didn't understand my question and I would be emailed, WHICH I NEVER GOT!! So bottom line is, it's okay for them to take my money but when I question it, I can't get in touch with anyone, This is the worst customer service practice ever.
Business Response
Date: 07/29/2022

Hello ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account billing issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006389664

Sincerely,
Microsoft Corporation.

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