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:07/16/2022
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 'word exel', and was unable to use it for my year subscription because i could not remember my password, do not know what city i started it from (as i move a lot), nor do i use skype anymore, plus have several accounts. therefore, i was unable despite numerous efforts to affirm that it was my account.i would love to have word exel so i can work with my business associates yet still, after over a year of trying to get in, and being sent emails and still not being able to get in, do not have access.there is nowhere to go to erase existence of my account without actually logging in.please erase existence of account linked to my email. apple store will then allow me to link it to my account again when i buy it again, as my apple account is linked to this email. otherwise, i have no way to work in concert with my various clients who use word.
Business Response
Date: 07/22/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 7006179084.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/25/2022
a representative called me back, based on recent complaint filed with BBB, after not being able to get into my account for well over a year, for paying for a software through apple store with microsoft i was never able to use. i have lost the password, do not know what city i signed ** in, have too many skype accounts, none of which i use, thus fail to pass the questions to prove my identity. i was told nothing can be done. i was told there was no physical location anywhere in the world i can show up to to prove my identity, that once locked out i am locked out forever because i cannot answer the questions properly, them being out of date to my current life. i recommended they have another way to prove identity, but only heard over and over, it is a security and privacy risk.

come up with a way for people to ask a second string of questions, besides where did they start their accont,a dn what is skype name and assocts; Refund
Business Response
Date: 08/03/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issue. We have reviewed your submitted account recovery forms and, as you know, you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access will be through the **** form. You can submit the form 2 times per day. Please try to provide information not previously provided.

(https://account.live.com/****)

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/04/2022
Complaint: 17621423

I am rejecting this response because:

I have asked them to simply delete my account so that I can start over, as not having access is making it impossible for me to work with various clients that use the word platform. I have offered to show ** in a physical location to prove my identity, as I do not recall the city that I started my account in and have too many other options for various Skype accounts and such that they use to verify identity. Things I have not used for years. They said they cannot help me, so I am unable to use the word software that my clients use, I assume for the rest of my life. The email it is in relation to is my business email, and cannot be changed. The employee at Microsoft I finally spoke to after over a year of attempting to get into the account I was locked out of, kept repeating over and over that I could not provide enough evidence to prove my identity. I am sure I am not the only person who is unable to answer the only three questions available for proving identity, which include what city did you start your accounts in, who are some people on your Skype account you talk to regularly, (when i havent used skype for years), and what is your password. Even my phone number has changed about 12 times in the last as many years. I suspect Im the only one on the planet with my name, but they said even that is not enough to prove my identity. There was no option given for a physical location to show up at. I find Microsoft to be stubborn small minded and shortsighted. My second time contacting the microsoft thru the BBB I asked at least for a refund of the years membership that I could never access. It would seem Im not getting a response to that request at all.



Sincerely,

***************************
Business Response
Date: 08/12/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Your only method to proof you are the owner of the account will be through the **** form. You can submit the form 2 times per day. Please try to provide information not previously provided. (https://account.live.com/acsr)

Microsoft now considers this case closed and will no longer be responding regarding this issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/22/2022

Complaint: 17621423

I am rejecting this response because: I asked for a refund of my one year subscription, because I could not get in and I could not utilize the software and they do not have a recourse that is feasible when I do not know the town that I signed ** in nor what Skype account I had nor the answer to whatever the other question was. I cant keep track of hundreds of possible entries for different towns and different Skype accounts and different people I had on different Skype accounts. I want a refund of my annual money, and I want it noted that there really needs to be another way to regain access to accounts when So much of the world uses word documents. Right now I am stymied and cannot meet with the other professionals in my field across this software.

Sincerely,

***************************
Business Response
Date: 08/26/2022
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 7007166553.

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.
Not sure if this is the correct location. I have submitted a Xbox complaint for Microsoft. I got banned for calling out a cheater in god mode in gtav got banned. I am paying money for this service and play fair. Why am I paying for this? Call me **********
Business Response
Date: 07/20/2022
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 7006112884 .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/15/2022
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.
We have two changes on our CC **** that are for old 365 accounts. We have switched to a corporate account (January 2022)managed through our security partner. All old accounts should have been cancelled. I tried. Now I have received a notice that the cc was declined. I cannot log into the account even get to a payment method because my email address is now being used for our corporate account. The users may be other employees but I have no idea who. All current employees are using the new account. This refers to Organization name : Better Business Bureau of North Alabama Domain : BBBNA.onmicrosoft.com the two recurring charges are referenced on the cc: (I have attached a copy)Microsoft*Microsoft365 F425-6816830 WA MSFT* E0600J36QE MSBILL.INFO WA If it is necessary for MS to have my cc# please, through this complaint process, give me the name and phone# of someone to call. I would like these accounts cancelled. If there is any refund coming to us that is great.
Business Response
Date: 07/20/2022
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 7006101035.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/20/2022

Complaint: 17572477

I am rejecting this response because: I want this complaint to stay open till the review is complete. If I had been given a phone # to go with the case # it would be helpful, then I can follow through with Microsoft.

Sincerely,

*********************************
Business Response
Date: 07/29/2022
Dear *********************************,

Thank you for your response. Upon checking your recent service request ********** I was able to confirm that the Accounts &Billing Support Advocate ****** is actively working in your case toward a resolution.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/05/2022

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. They contacted me and resolved the issue.

Sincerely,

*********************************
Initial Complaint
Date:07/15/2022
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.
We purchased Xbox game Forza Horizon 5 Standard Edition on 26-Jun-2022. The game did not work, and we later found out it did not work due to the vendors' servers being down. Since this game never worked, we purchased Forza Horizon 5 Deluxe Edition on 29-Jun-2022. Microsoft denied my refund of the first game even though it never worked.
Business Response
Date: 07/22/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Forza Horizon 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 7006178511.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/27/2022

Complaint: 17571565

I am rejecting this response because: Has not been resolved and I have not been contacted by Microsoft

Sincerely,

*************************
Business Response
Date: 08/05/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Forza Horizon Refund. We see that you where in contact with our agent in SR **********, you were provided with a refund for $52.10 on 07/28.Microsoft will consider this case as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/14/2022

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:07/14/2022
Type:Billing 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 HAVE EXPERIENCED AN ATTEMPTED MACHINE HIJACK BY A CRIMINAL ENTERPRISE PRETENDING TO BE MICRPSOFT CORP. I WANT TO REPORT THE ***** NUMBERS CONNECTED WITH THE HIJACKERS. HOWEVER, MICROSOFT'S FRAUD-SCAM REPORT PAGE DOES NIOT WORK. VERY DISAPPOINTED THAT A COMPANY THAT HAS DONE A TRILLION DOLLARS IN BUSINESS CANNOT EVEN MAINTAIN SOMETHING AS IMPORTANT AS A FRAUD REPORT FACILITY, AND, CAN'T EVEN ANSWER A TELE***** FOR THIS FUNCTION AT THEIR CORPORATE OFFICES. HOW SAD. IF ANYONE IS INTERESTED IN TAKING A FRAUD REPORT, MY NUMBER IS ************ ****************************** ******** 74344-3128
Business Response
Date: 07/21/2022
Dear ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding a pop-up message on your computer from someone claiming they are from Microsoft. After reviewing your complaint, it appears you were the victim of a scam where someone tried to imitate Microsoft support.Unfortunately, technical support 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 scam at the site below:

https://www.microsoft.com/en-us/concern/scam

Official Microsoft support agents will never contact you unless you have first contacted us and have asked to be reached. We would like to suggest that you contact your financial institution to contest any charges that have occurred through this scam.

If you would like to take advantage of our official technical support you may visit https://support.microsoft.com/en-us or call ************ for chat assistance.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/21/2022

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:07/14/2022
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.
Microsoft Corporation engaged in business with a ******* company located in *******, *******. Their business partner is known as SCUF ********************* I was hired as the Legal Administrator of SCUF in 2016. Microsoft's business partner refused to hire in-house counsel. I replaced the Legal Manager who was suffering from severe lung pain at the time. Microsoft Corporation failed to vet their new business partner who was manufacturing custom video controllers in the warehouse of an office space. The space was not set up for manufacturing. The going joke was well we lost another warehouse person to cancer. SCUF Gaming was not OSHA compliant. There was no ventilation system in place. Three warehouse workers allegedly died from cancer as there was no PPE gear or protocol in place. The business contract was signed under false pretenses. KYC practices were not performed between both companies and as such a contractor was promoted to Director for the day and signed the Agreement for SCUF. The company has allegedly committed multiple counts of fraud including misrepresentation of ownership of IP rights. Microsoft never vetted the *** or Controller who refused to turn over their passports for KYC practices. Both are foreign nationals. Many of the chemicals used to produce product for Microsoft was not regulated. Toxic tools were cleaned in public bathrooms. My legal office sat next to the warehouse. I received the brunt of toxic fumes. My whistleblower claim. OSHA fined SCUF $13,000. OHSA but dropped my claim because I did not have cancer at the time-lets worry about it when you do. I had a double mastectomy. It was deemed chemical induced and not hereditary. I want and need compensation. *** and Controller threatened my life and terminated me due to retaliation. Microsoft was negligent by not properly vetting *** & Controller of SCUF. Breathing problems, coughing, ****** nose 3-months in. Controller indicated Homeland Security will never see my passport.
Business Response
Date: 07/20/2022
Hello *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your settlement concern. We suggest you submit this concern at https://www.microsoft.com/en-us/legal/compliance/sbc/report-a-concern
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:07/13/2022
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.
Initially, I called to get refunded for a charge on my account that shouldn't have been there because I was in the free trial period. That took 3 agents hanging up and 4 hours just to resolve that. I almost had to wait the next day to resolve this because "contact us" page told me i ran out of calls but one got through after i submitted feedback. My original intent was to use those fund to renew my game pass ultimate. I've been an xbox player since about ****. Anytime I was heavily inconvenienced, I was compensated with a token towards my membership. The game pass ultimate has an offer for $1 and I never used this promotion but it changes to $15 when I click on it. In previous times during a gap of my membership, I would have this offer pop up on my xbox home page or email. One time I almost went through with it and it showed $1. I never purchased that but instead redeemed a code. This offer has had the same ****************** each time and I've had 3 agents and a supervisor all tell me something different as to why this promo doesn't apply to me. My membership expired today and now I can't play online. This has become even more of a hassle that I feel customer support has no support anymore. As I am not the first that has had issues with support.
Business Response
Date: 07/19/2022
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 7006069982.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/24/2022

Complaint: 17563932

I am rejecting this response because more information was provided that wasnt even stated by any of the agents that I previously spoke with & there was no information anywhere, including terms & conditions, that stated about a 14 day trial being in place of an offer. Along with that, that trial period (from a game I purchased) has expired so I wasnt using two promotions at the same time.

Sincerely,

*************************
Business Response
Date: 08/01/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) we see that Accounts & Billing Support Advocate ******************** contacted you regarding your grievance last communication on July 23th with the following resolution: " As discussed on the phone, due to the fact that you have used a 14 day trail that was purchased with a game, you are not eligible for the $1 free month of the game pass ultimate.

When you use one of the trials you are not able to use another trail that we have being promoted at that time. Unfortunately, there is nothing more than I can do at this time. I do apologize for any misunderstanding or confusions. If you wish to keep using the game pass ultimate, you will need to purchase it at full price. If any other issues arise you may contact Xbox Customer Support and one of our support representatives will be happy to provide further assistance.
We sincerely apologize for any inconvenience that you have experienced,and I appreciate your understanding and patience while this problem was investigated." She stated that due to the fact that you have used a 14-day trail that was purchased with a game, you are not eligible for the $1 free month of the game pass ultimate.
Microsoft now consider this matter close since there is no further actions that can be taken.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/16/2022

Complaint: 17563932

I am rejecting this response because that is not stated in the terms and conditions or ever disclosed anywhere. These are promotions that come with a game purchase, not directly through xbox as a a promotion. You cannot offer a promotion and take it away and add your own terms and conditions to it because that is not disclosed.

Sincerely,

*************************
Initial Complaint
Date:07/13/2022
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.
This problem is with my Windows 11, version 21H2. The "Set up a Kiosk" function is a fraud. It is advertised that all Windows 11 PC will be shipped with this function (see the official document https://docs.microsoft.com/en-us/windows/configuration/kiosk-single-app, I also uploaded a copy, exhibit 1). However, the Kiosk mode is in fact missing from all Home edition Windows 11. The missingness has been confirmed with a tech support of Microsoft (exhibit 2). The closest option to have this installed is to upgrade your OS, which costs $99. My desktop is worth in total $300. I would require a free upgrade or bugfix so that I can have this module as advertised.
Business Response
Date: 07/18/2022
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
Customer Answer
Date: 07/20/2022

Complaint: 17563103

I am rejecting this response because:
The tech support staff is very kind but failed to solve the problem. He admitted that Window Home can't have this feature and also the information in the bussiness's official document is missleading. I would like a free upgrade so that I can have this feature as the official document has advertised.

Sincerely,

*****************
Business Response
Date: 07/26/2022
Dear *****************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that our Technical Support Advocate Vishal C contacted you to regarding your complaint.

As explained by this representative the feature Kiosk is only available with the Windows 11 Pro, I am sharing with you a comparison chart where you can see the different features included in both Windows 11 Home and Windows 11 Pro:

https://www.microsoft.com/en-us/windows/compare-windows-11-home-vs-pro-versions?r=1

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/12/2022
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.
over a period of a/1 year i have lost over $500 to Microsoft xbox support by them denying my refund request because their content i doesn't work and i have ask to speak to someone and made multiple complain to the i have also tryed calling the but i am stuck on hold for a minimum of 20 to ********************************************************************************************** out of all save account on my xbox and have shown disrespect, dishonesty, and ignoring me at every point and i need someone else's help because Microsoft fail and refused to do so, thank you.
Business Response
Date: 07/18/2022
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 7006034702 .

We will monitor your support case through resolution.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/12/2022
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 purchased 2k22 and spent about 2 weeks learning the game, only to try multiplayer and realize it was unplayable for me, this is the only game that has ever done this, and I have read multiple reviews of similar problems. I reached out to Xbox and told them I dont think spending $50 for a game and $90 for add-ons on a game that doesnt work online is fair, they responded that I had played the game too long already and they wouldnt be able to provide me a refund even though the multiplayer doesnt work. I did not attempt to try playing multiplayer until I learned the game, only to find out I was completely unable to. Ive had racial comments thrown at me, Ive been told Im a white b**** who cant afford the new Xbox and many other beautiful comments. I am a broke college student who can barely afford to put food on my plate now with the current economic situation were in, you guys cant take $150 from me for a game that doesnt work online. I highly recommend anybody reading this to do their research about Xboxs customer support before purchasing their products, once they have your money, they dont assist you, hang the phone up and treat you like dirt and thank you for your business.I am unable to attach the videos of me unable to play this game properly online so I will be starting a reddit post and uploading the videos there, I won't be surprised if many other people are having this same problem. & before you guys try and blame this on my internet, I have 200 mbps which is hardwired and the highest available speed possible where I live at the moment aside from buying a Starlink satellite.This will be last time requesting that you guys do the right thing and refund me for a malfunctioning game that I am unable to play with friends online, you cannot sell someone a game in which half of the content works.
Business Response
Date: 07/20/2022
Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Game refund request. After reviewing your complaint, we will unfortunately not be able to provide a refund as all digital purchases are final and non-refundable as outlined by our Terms of Sale.

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

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