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

5,335 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:
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
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,

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

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