Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,620 total complaints in the last 3 years.
2,303 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: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 Minecraft account (lifetime subscription) from Mojang Studios (a wholly owned subsidiary of Microsoft) between 8 and 10 years ago. I've been using the account without issue for years. Recently Microsoft / Mojang notified users that they would no longer be able to use their account without migrating it to a Microsoft account. However, in order to migrate to a microsoft account, you have to have the original email addressused to purchase the game. I have no idea what email was used 10 years ago. Contacting Microsoft and Mojang was no help, it basically came down to "sorry, if you don't have that email you're out of luck". So basically, even though I have the account login information and password, I am no longer able to use the product I paid for (a lifetime subscription), because I don't know what email address was originally used 10 years (or so) ago. Note that users were never told they'd need that piece of information.The companies allow for other ways to "verify" the user account for migration, but they all come back to needing the original email. For example, you can use a "Transaction ID" number to verify the account.... but that transaction ID number is sent to the original email address on purchase. So if you don't have the original email address (or no longer have access to it after 10 years), you can't get it. They also suggested I get purchase information from the credit card provider -- but obviously the credit card company doesn't have records from a purchase 10 years ago -- even if I knew what CC might have been used.I want to either be able to use the product I paid for, or get my money back if they won't let me use the product I paid for.Thank you!
Business Response
Date: 10/10/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit ************************************************ or call ************ to receive assistance via chat support.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/10/2022

Complaint: 18161995

I am rejecting this response because: I contacted support as suggested, but support basically said they couldn't do anything to help. So I have the minecraft account, can log in just fine but the account has to be migrated to be used. It won't allow migration if you don't have the email address associated with the account (which I don't have). So I am no longer able to use the product I paid for.

Sincerely,

***************************
Business Response
Date: 10/19/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009005906.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/01/2022

Complaint: 18161995

I am rejecting this response because:
The MS representative (who was very friendly and nice), said there's basically nothing they can do because they didn't have visibility into the Mojang systems. Since there doesn't appear to be a way to resolve the technical issue itself, MS could simply issue a new Minecraft license or refund the cost of the Minecraft license I purchased but am no longer able to use.

Sincerely,

***************************
Business Response
Date: 11/08/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) last communication on September 1st with the following resolution:"We spoke about the Minecraft account migration and how you don't have access to the email or the email might already be used for one of the current accounts. Though, since it is not a Microsoft Account yet we are unable to provide any insight or help reguarding the account. I do sincerely apologize for the inconvenience."

Microsoft now considers this cased closed and will no longer be responding.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/17/2022

Complaint: 18161995

I am rejecting this response because: saying "sorry, we can't help" is not a '*********************'s simply MS not wanting to deal with an issue they caused, and in the process depriving me of the use of a product I paid for.

Sincerely,

***************************
Business Response
Date: 12/06/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) last communication on September 1st with the following resolution: "We spoke about the Minecraft account migration and how you don't have access to the email or the email might already be used for one of the current accounts. Though, since it is not a Microsoft Account yet we are unable to provide any insight or help reguarding the account. I do sincerely apologize for the inconvenience."

Microsoft now considers this cased closed and will no longer be responding.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/13/2022

Complaint: 18161995

I am rejecting this response because: Microsoft is just closing the case but have not resolved anything. They could easily provide a new account or work to resolve the issue they created, but they simply don't care.

Sincerely,

***************************
Initial Complaint
Date:10/03/2022
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 purchased a subscription for Norton antivirus through Microsoft. I received notice from ****** that my subscription had expired however, I was charged for the subscription beyond the expiration date. I tried numerous times to install Norton but was unsuccessful, so I thought the service was delivered in the background and it didn't require my activation. When I finally decided to check if Norton was installed, i realized it was never activated as it required an activation key that Microsoft should have provided the day of the service. I was on the phone with the representative and wasn't able to get ****** installed. They refunded the last payment made for September but told me I should dispute the previous charges from March 2021 where the service expired. I went to my back account and I could only dispute the last three months of credit card charges. I demand a full refund from Microsoft on the months ****** was deactivated and my credit card was charged for the subscription.
Business Response
Date: 10/11/2022
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 # **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2022

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: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.
I bought a new Surface Laptop on January 28th 2022. It has not made it a year and the computer constantly crashes. Sent it back for the warranty and they have stated they are out of those at this time and will send me one when they get some. This is totally unacceptable and unprofessional. I want a refund or a brand new computer from a store near me. This is hindering my busi6and work.
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 Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7008748639.
We will monitor your support case through resolution.

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.
Purchased an Xbox Series X a month or 2 ago and the controller that comes with the console is not working properly. Their customer service department refuses to help and is telling me I need to pay out of pocket to ship them the controller and wait 2-3 weeks to have it repaired or replaced.
Business Response
Date: 10/10/2022

Hello *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller exchange request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008737469

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:10/02/2022
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.
My card was charged a total of ****** on September 27,2022 from this company. The only thing is I did not authorize this charge.The main problem with this company is that there is no online customer support service . Everything is automated. What is even worse is that I do not have access to the account that was charged. I am assuming that the charge is for a subscription service to Microsoft 365. There is a glitch in the system that denies access after a certain amount of time or if you log into another device.For security purposes it is perfectly understandable to have measures in place but for my account, I have never been able to use the service due to denied access numerous times.There is no question that my card was charged from this company but I have been denied access to the services that I paid for.
Business Response
Date: 10/10/2022
Hello *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charge 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 7008735504

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:10/02/2022
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.
1) I bought a surface Book from Microsoft ( invoice attached)2) I bought the extended warranty From Microsoft on the Surface Book (invoice attached)3) I had a warrnty issue in : i) Feb 2021 replaced but defective returned and replaced ii) Dec 2021 replaced but defective returned and replaced iii) Apr 2022 replaced but defective returned and replaced iiii) May 2022 replaced but defective a) many problems with support not following up promptly or returning emails b) they escalate and supposed to replace with better product c) they revert and offer to replace as before d) eventually sent shipping label e) i return product, which they receive BUT NEVER RETURN f) they close case? I ask why and NO RESPONSE
Business Response
Date: 10/11/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface replacement. 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 7008775955.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/02/2022
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 Microsoft Realms in late September or early October of 2021 for my son. The subscription is billed monthly at $7.99 +tax. He stopped using the service a few months later. I've tried to login using the account information I have in order to cancel the subscription, but my accounts with Mojang, Minecraft, Xbox, and Microsoft all show that I do not have a recurring subscription to anything. I tried resolving the issue with my credit card company, but the only way they will stop the subscription is through freezing my account entirely. My credit card company lists a number to contact Microsoft to resolve disputes. That phone number is ************. I called the number a few times and it's an inactive phone number. I've tried looking for a phone number for Microsoft or Realms and I can't find one on their website. I contacted Microsoft via their email contact form and am waiting for a response. I tried cancelling months ago and gave up, but this should be criminal.
Business Response
Date: 10/07/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7008652940.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/01/2022
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 purchased a microsoft surface duo 256 gb brand new from Woot on 9/3/2022. When I tried to register my device, it says the warranty was already expired, which makes no sense, because I got it new, shrink-wrapped in package. Trying to call or get support through chat is just about impossible due to the maze like structure.The serial number is ************. It should be easy for Microsoft to revise my warranty expiration date to 9/3/2023. In fact, I recommend they extend it by 2 years given the trouble incurred. I have attached my proof of purchase. THank you.
Business Response
Date: 10/06/2022
Dear *******************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7008611212.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/01/2022
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 made a purchase for 50$ gift card and was given on a region that does not exist within their supported regions and so I have paid for something I cant use and not even a refund can be made.
Business Response
Date: 10/07/2022
Dear ****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please 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.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/01/2022
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.
My Xbox account was hacked I changed passwords. Contacted the ea help and Microsoft help. Nobody helped. I lost $2000 worth of played. *** spent $60 on my account with my credit card
Business Response
Date: 10/07/2022

Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charges issue and account incident. We are unable to verify or locate a service request associated with the information provided in your claim.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. 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, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/07/2022

Complaint: 18154245

I am rejecting this response because:

Sincerely,

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

I am not sure what a service request number is? I called and spoke to someone on the phone. I have emailed you. Feel free to reach out to my email privately if needed. My email kid also associate with my gamertag where the fraud occurred.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Microsoft is NOT a BBB Accredited Business.