Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:07/19/2022

  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 have been without Microsoft email service since June 1, 2022, which followed many attempts to prevent this occurrence prior to that date. Starting on June 8th I made attempts to resolve this problem, to no avail. Please see the attached June 10, 2022, letter that I wrote to *************************, CEO, Microsoft Corporation. Also, please see the July 6, 2022, written and on- line complaint sent to ***************** ********** Attorney General whose response was received by me on approximately July 9th. Copy of this document is also attached for your reference.

  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 7006294433.

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

• Initial Complaint

  Date:07/19/2022

  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.

  Purchased a Microsoft Surface Pro 7, with standard warranty of 1 year (until 07/29/2022). After having multiple issues with the device - including daily shut downs & flickering screen - I contacted Microsoft in order to solve my problems (case **********). All repairs were unsuccessful & was told that being a hardware matter & under warranty, that Microsoft would replace my device. The replacement, however, would be not for a new device, but a refurbished one, that in the Microsoft Assistant's words (case **********) are devices that at first "did not meet with the standards of quality we have at Microsoft". This obviously was very unsettling, due to that fact that I would be trading a computer that passed the quality inspection & even so presented multiple problems, for another that hadn't even passed the quality standards. Therefor, cannot imagine the kind of problems I would face with the refurbished unit. Evidently so, I read the warranty, and under item 6 - Microsoft's Responsiblity - that "Unless a mandatory provision of your local law provides otherwise, (...) replacement may be with a new or refurbished unit". This meant that, opposed to what Microsoft Agents were telling me, I was entitled to a new device. I argued the terms of the contract in several attemps to solve the issue with Microsoft (cases **********, ********** and **********) and all agents stated that a new computer would only be given in the first 30 days of the purchase. That, however, is not what is written in the Standard Warranty and that binds both parties. I have attemped multiple solutions with Microsoft, but they are adamant in not acknowledging the waranty in its entirety. In attachment are all email conversations, including one in case ********** that after requesting the name of the supervisor, the agent told me they could not give the information & after him asking multiple times under what law, he finally sent the name, evidencing he wasn't giving the name out of malice intent.

  Business Response

  Date: 07/25/2022

  Dear *************************,  

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding grievance.As stated in previous services request you submitted, if the Surface is still cover by the Standard Warranty, Microsoft or the retailer will (at its option)repair or replace your console with a like-for-like device, according to the Microsoft Limited Warranty you agreed with at the time of the purchase, all replacements are refurbished devices.

  
  Genuine Microsoft Refurbished products have been inspected, tested, cleaned, and refurbished using genuine Microsoft parts. Each product goes through a rigorous quality Certification Process. Genuine Microsoft Refurbished products help reduce waste, which contributes toward our sustainability goals.

  
  The Genuine Microsoft Refurbished product is warranted for 90 days or the remainder of your original warranty (or protection plan), whichever is longer.

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

  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:07/19/2022

  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 is with the Microsoft ********************** I was trying to register for an exam and received the following message:50048: Our records indicate that you have been terminated from the Microsoft Certification program, and your benefits, including access to this site, have been revoked. If you have questions or concerns regarding your status, please contact [email protected] have sent 3 emails and have not received an acknowledgement of my emails.I do not know why I have been terminated.

  Business Response

  Date: 07/27/2022

  Hi **************,

  
  Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit  https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

  
  Sincerely,

  
  Microsoft Corporation.

  Customer Answer

  Date: 07/27/2022

   
  Complaint: 17587626
  
  I am rejecting this response because:

  I have gone through the proper channels and if you looked up my email address, you would have seen that.  I am on my 2nd ticket and the 1st one was closed without a resolution.  The email listed in the error message did not respond after 7 attempts.  So, please let me know how you are going to resolve this since I am not getting the right customer service.  I am on my second email and there is no response to my 2nd attempt.

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

  Business Response

  Date: 08/09/2022

  Dear **************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. 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 7006689601.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/18/2022

  Complaint: 17587626
  
  I am rejecting this response because:
  

  Microsoft support is not responding to the email that Microsoft's support told me to email.  I have sent multiple emails and need a clear reson of why and how to fix and not the finality that they have placed on the outcome.  Several other people have the same issue and at one point was informed there was an issue with an email account of a company that manages and owns the technology that is supposedly not working and the cause of the backlog and lack of response in several weeks. 
  

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

• 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