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

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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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

  PO Box 20584 Lehigh Valley, PA 18002-0584

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:10/06/2022

  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 1 subscription that I am automatically billed $7.48 on the 1st of each month. This month there were 2 charges for $7.48. One on the 1st the other on the 2nd. I have verified with Microsoft that I only have 1 subscription. I have requested a refund of the. I was told they will not refund me even after submitting bank records to show that I have 2 charges.

  Business Response

  Date: 10/11/2022

  Dear ***************************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. We are unable to verify your account or locate a service request associated with the information provided in your claim. For me to assist you on this and investigate these charges I will need you to please provide me the payment instrument information where these charges are coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charges and a valid bank statement, where we can see that the charges are coming from Microsoft.  

  
  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:10/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microsoft 365 Family Order Number: 7f282eea-59eb-41f9-8839-d94c051d4a4e Plan Price: USD ***** plus applicable taxes/1 year Renewal Date: October 2, 2023 I did not authorize this transaction, and I have not used the product nor intend to use it. I am simply requesting a full refund, in lieu of, having my credit card company initiate a charge back on the unauthorized purchase.

  Business Response

  Date: 10/11/2022

  Dear *****************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request We are unable to verify your account or locate a service request associated with the information provided in your claim. For me to assist you on this and investigate these charges I will need you to please provide me the payment instrument information where these charges are coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charges and the bank statement, where we can see that the charges are coming from Microsoft.  

  
  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:10/05/2022

  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.

  OneDrive is a terrible service with no customer service, and they violate the law in **********. I requested documents from chat support and to show that I agreed to auto-renewal services for the family subscription to Microsoft 365. I also requested documentation showing that I received a notice from Microsoft ***** days in advance that confirmed auto-renewal (per state law in **********). They were not able to provide either. I never agreed to auto-renewal, and I never received an email indicating that it was being renewed. In addition, I contacted them within 30 business days of the renewal, yet they are denying my request for a refund -- also denying my request for a partial refund even though I do not plan to use the service for the next 11 months. The renewal was automatically billed (without my permission) on 9/1/22, and 10/1 was on a Saturday. I cancelled the following business day, 10/3, and they refused to honor the refund request. They won't even give a partial refund for the remaining 11 months that I do not plan to use. In their terms and conditions, there is NO mention of calendar days vs. business days, in fact, they reference business days in certain parts of the terms. You can also see that I have been disappointed in the product for some time and began deleting files off of my account several months ago, but was unable to do so quickly because of the 100gb downlaod limit. Thus, I was stuck with 365 even longer than I wanted to be, because their design flaw held my files hostage. If they do not resolve this matter I will be seeking legal action.

  Business Response

  Date: 10/13/2022

   

  Hello *******************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive account and refund request incident. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008829351
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:10/05/2022

  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 have a surface pro which I love and use for business. I was told by my accountant to download Quickbooks and when I did, the program downloaded and everything was fine. The next day my surface pro did not turn on at all. the windows sign will flash then turn back off. I took it to geek squad and they said there wasnt much they can do so I contacted Microsoft. The rep was not listening to my situation but was only offering "deals" I can get with Microsoft. I now have a device that I can not do anything with and no one from the agency knows what to do besides "recycle" the device. Completely unsatisfied with Microsoft and their service.

  Business Response

  Date: 10/14/2022

  Dear ********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface 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 7008858087.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/14/2022

   
  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,
  
  Nahi Rai

• Initial Complaint

  Date:10/05/2022

  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.

  Can't believe I'm writing a complaint for more or less the same thing that happened Dec 2021 - I thought it was resolved but I guess it isn't because I'm having this problem once again. The previous case's reference number was SRX**********ID - SR-********** Right now, I have $141.76 microsoft account balance on my account. I just tried to place a order with it and the order number is **********. I literally selected microsoft balance at checkout and placed my order. After I placed the order, I noticed I still had $141.76 microsoft balance I got a notice from my amex that microsoft billed me for the order total. I did NOT give microsoft permission to charge my card, I would actually be within my rights to file a unauthorized chargeback on the order, because I selected microsoft balance in my cart / at checkout and upon placing my order. There is something seriously buggy in your system that somehow is triggered and doesn't let a customer use his/her account balance and defaults to the next credit card on file and charges it without the customer selecting it.Fix your system and fix my account so I can use my microsoft gift card balance.

  Business Response

  Date: 10/12/2022

  Hello ***** ****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account balance concern. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008805857 
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:10/04/2022

  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.

  This is the second time in the past 6 months that Microsoft has stolen money from me. First time was when my son had a gift card and pre-ordered WWE2K22 and now in regards to Microsoft Family. On October 1, ****, my card was charged ****** for Microsoft family. As I did not authorize or want this, I immediately called Microsoft support and they cancelled the subscription and issued a refund. They said it would be 3-5 days which was fine as long as I got it back. On October 3, around 9:45 pm the refund hit my card. At this point I was satisfied and thought the issue was over. Next morning (October 4, 2022), woke up and checked my bank account. Lone behold Microsoft charged my card again for the same amount that they refunded me. I logged into my Microsoft account, it clearly says my money was refunded and subscription cancelled. I have no other Microsoft accounts and Ive only had this bank card maybe 60 days so I know what Microsoft account I used. I contacted Microsoft via live chat and spend at least 30 minutes telling the rep that I was charged again and I sent proof via a link she sent me. She looked into my account and tells me that there are no charges on my account so my card must be linked to another account. I have no other Microsoft accounts. My son has his own and this particular card is not the one on his account. I gave him a card that I put money on separately for him to use on the Xbox. Anyway after a good half an hour of her looking and even checking my card number, she tells me that she has to escalate to whoever and I will get a response in ***** hours. Previous to this after using my sons gift card they charged my card another 100 dollars and pretty much told me the gift card never was put on the account when I saw him do it. Needless to say they have stolen over ****** from me in the past 6 months.

  Business Response

  Date: 10/12/2022

  Good Morning .
  
  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  # ********.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:10/04/2022

  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.

  During the process of downloading an app, I attempted to change my security information. Since their "security" measures are excessive, it blocks me from pages because my security information change is pending. Even better yet, this security info change is pending until NOVEMBER. I mean, COME ON. The email and phone for my security info do not exist anymore, so I shouldn't have to wait a month to access certain things.Oh, and now my "OneDrive or Profile might be temporarily blocked because it has been experiencing an unusually large volume of traffic", and "the block will be removed after 24 hours". WTF? I was just trying to upload and view an Excel template!

  Business Response

  Date: 10/10/2022

  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 7008747152.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  
  Microsoft Corporation

• Initial Complaint

  Date:10/03/2022

  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 a brand new XBox S and also registered this device through ********************. I reached out numerous times regarding my Xbox shutting off. Looking to replace this device never heard anything back. Now my manufacturer warranty is expired now I dont have a solution.

  Business Response

  Date: 10/10/2022

  Dear ****** Still,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your XBOX deice. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the XBOX device, more details on what the issue with the device is and its serial number.

  
   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:10/03/2022

  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.

  The live enforcement protected a player for in game theft, and I put a public service to warm other players about the individual, that individual filed a false report to them and I have a 4 day como ban. I have to contact them, but they refuse to provide a direct contact number when they mess up.I need a direct contact number their management

  Business Response

  Date: 10/12/2022

  Dear *****************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 7008799198.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:10/03/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to a month free trial to Minecraft. I needed to put my card information in to get the free month. I did forget to cancel and remembered when I saw the charge on my bank statement. I go to close or cancel the subscription through Minecraft and it takes me to Microsoft. The email address that it allowed me to use to sign up for I'm trying to log in to but I keep getting a message that there is no acct. On another portion it keeps telling me that i need to verify my acct. I have done everything i could to recover my login info but I'm being told there is no acct but I cant cancel my subscription because i need to verify my acct and i DO NOT want to pay for another month subscription and the contact me on the website offers NO assistance. I've tried calling the numbers they have to speak with someone and there is no assistance. On the website I keep getting the same run around All I want is for the payments to stop

  Business Response

  Date: 10/12/2022

  Dear *******************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Billing issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7008796821.
  
  Sincerely,
  
  Microsoft Corporation