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.

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:07/18/2022
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 preordered Destiny 2 Beyond Light. I have all the preorder perks, Microsoft added Destiny 2 to GamePass and those members got to play Beyond Light for free. When the above named game was removed from the GamePass, it removed it from my purchase history. I have in-game quests I cannot complete because it says it requires that I have Destiny 2 Beyond Light. I had it on my Xbox hard drive (as I paid for it) and it still was not working and asking me to purchase it. It also removed the Forsaken Pack I also paid for. I looked into it and it was suggested that I delete the Beyond Light game from my Xbox, and clear the cache in my settings on my Xbox One. I did that very thing. Not only did it not work, now my Beyond Light game has been erased and I cant reinstall it, as promised would Fix it. I have all the preorder content still, thank goodness I didnt delete that too! I never deleted the Forsaken content, but it says I need to repurchase it. I would like this fixed promptly so I can actually play my whole game, as quite a bit of Multiplayer is inaccessible due to Missing Content that has to be installed so the maps are playable. Its affecting my ability to play online with friends, my new and future seasons I have purchased, and any achievements, rewards, or gear that are made available with progressing through the story line. Its keeping me from finishing stories in my new season because I need the other content to complete them.
Business Response
Date: 07/25/2022
Dear ****** Rough,

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
Customer Answer
Date: 07/28/2022

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,

****** Rough

So that I could actually play my game, I ended up having to purchase Beyond Light and the Forsaken pack all over again. I would like a refund when this game pass glitch has been resolved and my previously paid for game is restored.
Initial Complaint
Date:07/18/2022
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 had issues with Microsoft's Xbox live service that has resulted in unnecessary expenses.I purchased a 12 month Xbox Live Gold card from Gamestop on 07/17/2022. I received the code digitally and used the Xbox store to redeem the code.The code was successfully redeemed, but I was unable to play games resulting in an error code of 0x803F900A. I restarted the console to find that the 12 months of Xbox Live that I had purchased was not showing as redeemed under my subscriptions, but when I went to reenter the code it would not allow me to enter a second time.Furthermore, I discovered that I could not play any games as the console would only provide error code 0x803F900A. This error code would not resolve until I additionally purchased one month of Game Pass Ultimate from the Xbox Store.Microsoft needs to credit my 12 months of Xbox Live to my account. They also need to fix this error code as it is resulting in extortion. I want the subscription for Game Pass Ultimate refunded.The reason this has become a BBB complaint is because I have tried to resolve the problem using the online service. However, the process is too convoluted as the virtual agent does not allow for resolution of problems like this, and Xbox would not connect me to a live agent.
Business Response
Date: 07/25/2022
Dear Drake ********,

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.

Please follow the next steps to fix the error 0x87DD0005 occurs when using your Xbox or Windows: https://support.xbox.com/en-US/help/errors/error-code-0x87DD0005

If after trying that you are still experiencing the same error, please provide the Microsoft Account email address associated with the Xbox account 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
Initial Complaint
Date:07/18/2022
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.
my microsoft account on xbox was hacked 7/13/22 at 438am the email was changed and the phone number and now 6 days later i have yet to get a live person on the phone without being disconnected and have submitted the recovery request three times only to be told they were never escalated due to microsofts connectivity issue... i was then told they couldnt recover my account because the email i provided was to a new account they told me to recreate to recover the account to only be told they cant help me
Business Response
Date: 07/27/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account. 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 7006322395.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/27/2022

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:07/18/2022
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.
As mentioned on BBB complaint #********, Microsoft is cancelling without any reason my service orders to have a device (in warranty) repaired or replaced.Someone from Microsoft (*****) contacted me under Service Request **********. She noticed that I was able to place BY MYSELF a service order (#**********) and that, being active, I should use print the shipping label and send the device.I replied on July 6th but has never received any response to my email (attached).I shipped the device and it was received on Microsoft last Thursday (July 14th). Today, for NO REASON ONCE AGAIN, I receive an email from Microsoft saying the service order was cancelled..... How come, why is Microsoft refusing to give me the warranty and is now holding my device??
Business Response
Date: 07/26/2022
Dear ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your device. After reviewing your complaint and recent service request SR ********** we see that our WDG Support Agent ***** A has been working with you on this issue. She is still working on your case so please wait for the final resolution of it.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/18/2022
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.
In September of 2021 I contacted Microsoft to cancel subscriptions we did not want. I did not know what account they were in and Microsoft said they will put in a ticket and get the subscriptions cancelled. One of these were $9.99 a month and the other was being charged TWICE at $16.19 a month. A couple of months later I contacted again and was told they would submit the ticket and get it cancelled. A few more months go by and we are STILL being charged and DOUBLE charged for something they ensured would be cancelled and the problem resolved. We have even changed our cards FOUR times and they were STILL finding our card number and charging us. On the last contact they told me to contact my bank and have them fix it. My bank did chargeback investigation and it was past 60 days so they cannot help. It has been NINE months of being charged and DOUBLE charged with no resolution. I would like a refund of the many months of charges we did not authorize and all other charges to stop. That is $9.99 x 9 months and $16.19 x 9 months and another $16.19 x 9 months since it was a double charge.
Business Response
Date: 07/25/2022

Hi *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your billing issues and subscription cancellation.After further review of your account *************************,we found that there are a couple of chargebacks with **** x8344 these were for the moths of April and May, by which we suggest you contact your local bank if needed. Based on the purchase of this year, we have decided to make a One Time Exception and refunded you January, February and March.

Mar 2, 2022 | 1:14:21
Order Number
2f14064a-b5a6-41ec-9b39-92eddd574cbf |2f14064a-b5a6-41ec-9b39-92eddd574cbf

Feb 2, 2022 | 1:35:42
Order Number
f66d3d71-51c5-475b-ada5-9ae9822f3ea1 |f66d3d71-51c5-475b-ada5-9ae9822f3ea1

Jan 2, 2022 | 3:15:15
Order Number
9cb7b676-2f17-41b8-b1a1-7d34df05a5eb |9cb7b676-2f17-41b8-b1a1-7d34df05a5eb

The auto renew is now off.
As to earlier purchases not refunds will be provided due to the long time that went through to submit any claim about it.
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/25/2022

Complaint: 17583452

I am rejecting this response because:

Sincerely,

*****************************
Ive spoken to the bank with no resolution like Microsoft has suggested. This resolution attempt is insulting.
Initial Complaint
Date:07/18/2022
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 7/18 I called about unauthorized charges to my account. I am being charged twice a month which has caused my business checking account to go into a negative status. After my second call because the first agent put me on hold without asking then hung up on me I called back and asked to speak to a supervisor. She said she could not find the second charges to my account for $8.93 even though I told them I have a receipt to my email with a invoice number she refused to help. **** would not take any other information to find the charge she also REFUSED to let me speak to anyone else so I ultimately hung up. I choose this company for my business needs and so far the experience has been extremely unprofessional. After I call my bank to dispute ALL charges with your company I more than likely will be cancelling my account. Your company is extremely unprofessional and so far a huge rip off. I never authorized you take charge my account twice a month and you obviously do not care about your customers. Also it would be nice to speak to someone that speak ENGLISH and not someone from overseas that can barely understand me and I BARELY understand them!
Business Response
Date: 07/26/2022
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 7006293827.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/18/2022
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.
Microsoft billed me for a transaction that I did not authorize on July 3 for $119.99. The description only states that it is a one year service with no other information. The charge went through my PayPal account, but PayPal states that I must contact Microsoft. Upon calling Microsoft, I was told that I would need to look online for this information. Upon looking online, Microsoft states that there are no purchases for the past three months. Looking under subscriptions also gives no information. It would be helpful if Microsoft would be more descriptive on its invoices. I am asking for a refund of this unauthorized charge.
Business Response
Date: 07/26/2022
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 7006300028.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/17/2022
Type:Product 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 purchased a Microsoft XBox **************** Console along with a one year warranty on 3/10/22 from GameStop in ****, **. On the package and on GameStop's website, it showed buying this package, it includes: 24 months of Xbox Game Pass Ultimate for 24 months, Rocket League - Midnight Ride and Fortnite - Midnight Drive P**** installed the console and under what is included in this console it had listed: Game Pass Ultimate for 24 months, Rocket League - Midnight Ride and Fortnite - Midnight Drive Pack. I redeemed the code for the 24 months of Xbox Game Pass Ultimate and it went through with no issue and showed that it expired on 3/9/24. I have included a screen shot.I have been downloading/playing free games since 3/10/22 and then I get an email from Microsoft on 7/6/22, that I have cancelled my subscription. I called Microsoft on 7/6/22. I told them I DID NOT cancel this. I have talked to or emailed Microsoft/GameStop over a dozen times ( I have attached my correspondence with dates and information, as to who I contacted and what was told to me.Microsoft keeps giving me different reasons as to why it was cancelled - That GameStop cancelled it (they have NO WAY to do this), I cancelled it or someone in my household cancelled it ( I was not even on Xbox or Microsoft website on the date it was somehow cancelled. And the last thing is that somehow their credit partner - Citizens One may have cancelled it. I have had no dealings with Citizens One. Microsoft needs to change my subscription back to expiring to 3/9/24 and stop trying to blame everyone else. They keep putting it back on me to call GameStop (twice), Citizens One (did not even give me a phone number or where to contact them) and make me feel like I'm some kind of *****. I attached a copy of my order history - Microsoft says also that the subscription was cancelled on 3/10/22 (the same day as when I installed it???) The refund is going back to the original transaction. No refund was given.
Business Response
Date: 07/25/2022

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding your Xbox subscription cancellation issue. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006268538
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/01/2022

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:07/17/2022
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 ordered Microsoft 365 for my computer, after a couple months I didnt need it anymore so I tried to cancel, the website was impossible to navigate to cancel my business subscription so I called and cancelled. That was in 2020. I just realized they are still charging me. I called and was on the phone forever just for them to tell me they cant cancel cause its a business subscription. I checked back on my bank statements to figure out why I didnt notice. After I called to cancel in 2020 they started withdrawing a different amount from my account. After a few months then it went back to the original amount but the amount was only like 9$ so I didn't notice. I got my husband to call them and say I couldnt remember none of my log in stuff cause it was literal years ago when I made it and they said to pull the numbers from my bank statements. The numbers from my statements didnt match anything they have on record. Almost like Im not in the system??? He called several more times to no avail. I called my bank to try to get them to reject payments but said that since its thru my card that Ill have to call the number on my card to rejects payments. I just got an email a second ago saying that I renewed my subscription and they were gonna resume payments I didnt resume anything I cant even access my account. I feel like they are scamming me and being predatory on those who arent tech savvy with the website. Making it impossible to cancel subscriptions. Ideally I want my money back that they have been stealing but honestly will just be happy for them to shove their subscription up their a** and stop charging me. Im not sure if I picked the right Microsoft option when selecting the business I have the complaint for. I did everything on their website.
Business Response
Date: 07/22/2022
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 7006184015.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this is a step forward to being resolved. I will consider it resolved after they have stopped all future thefts of my funds, and would greatly appreciate it if they could refund all that was taken after my initial cancellation request back in 2020.

Sincerely,

***********************
Customer Answer
Date: 09/08/2022

Complaint: 17578674

I am rejecting this response because: I just recently filed this with u guys and it was resolved but it wasnt not only did they not contact me, they didnt cancel my subscription and they tried to charge my account so I pulled all the money out of my account and they sent me an email saying for me to update payment info so I thought they wouldnt try to take money from me AGAIN. But they did a couple days later which is today. Im not happy at all. They have been doing this for so long that I would view it as theft. I cant access my account because it says I dont have a subscription with them but they are still stealing my money. Bruh Im poor, I literally cant afford to feed my family and they are just taking my money for what? I want them to email me, not call. I want an apology and I want them to refund all my money. All of it. Thank you.

Sincerely,

***********************
Business Response
Date: 09/08/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Subscription. 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 7007322485.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/08/2022

Complaint: 17578674

I am rejecting this response because: its been more than a couple of days and they have not reached out to me.

Sincerely,

***********************
Business Response
Date: 09/16/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Duty Manager again to investigate this matter and work with you directly toward a resolution. Your new case number will be assign shortly.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/16/2022
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 an **** Laptop from Microsoft Store on May 5, 2022. Supposedly brand new. On 7-16-22, I started having trouble with the keyboard not printing s on laptop screen. I called Microsoft to ask them to fix problem. They said that it was under warranty by **** and I was given the number for **** Tech support. I called **** Tech support and they told me That the 1 year warranty was no longer valid. Meaning the laptop was over a year old or more. They told me to call Microsoft store back. I called Microsoft store 4 times and they kept telling me that they could not fix it, replace it or give me a refund. They kept telling me to go back and talk to ****. I kept telling them what **** had told me about it being out of warranty. Finally I gave up and will probably have to spend money out of my pocket. If nothing else I just want to have it documented in case anybody else might have this problem with Microsoft. If you contact me please email me. Thanks.
Business Response
Date: 07/21/2022
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

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