Business Profile

Computer Software Developers

Microsoft

Headquarters

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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

5,665 total complaints in the last 3 years.
2,334 complaints closed in the last 12 months.

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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:10/11/2022
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.
Microsoft -Xbox illegally disabled my minor son's entire Xbox console, because he was being harassed by a pedofile and being called a n***** by other players. This corporation wasted a $300 gaming system illegally rather than investigate the incident thoroughly. My son's user name is found under his email address"*************************"Microsoft is a monopoly that is letting minor's be punished for being harassed. They never bothered to contact an adult , instead they cost me $300. There is no way to contact anyone in order to get the XBOX restored to play. They make it so they have all the power and are untouchable.
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 Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7009006473.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/19/2022

Complaint: 18200018

I am rejecting this response because: Still waiting for Microsoft to respond with a resolution, Xbox refund, account access back up and running.

Sincerely,

*********************************
Business Response
Date: 11/01/2022
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 7009431157.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2022

Complaint: 18200018

I am rejecting this response because: They still haven't resolved the issue. They refuse to put me in contact with the Enforcement Team. They keep telling me they have no way to contact them. In other words they will never resolve the issue unless I contact my state Atty *******************************************************************
Business Response
Date: 11/15/2022
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request (SR **********) After an investigation into your case, the ******** Services Support Agent ****************** confirmed The Enforcement Team is the only team that can make decisions regarding account suspensions. Any questions will be answered and addressed to you at their support site for these issues. If you are able to successfully sign into your Microsoft account, you can contact the Policy Enforcement Team for further assistance regarding your suspension. Please visit the main Enforcement Team page to learn more about suspensions by the Xbox Live Policy & Enforcement Team. You will be able to get more information about your suspension here by viewing your reputation and enforcement history. You can also learn how to have your case reviewed on the Enforcement How-To page. Also, feel free to post any questions or concerns you *** have on the Xbox Live forum where your question will be answered by the Policy Enforcement Team. If you would like to appeal the suspension, you can submit a case review. Submitting a case review is easy,and can be accomplished following these steps:

Sign in to enforcement.xbox.com with the account that received the enforcement action and select the large box with an orange hammer icon.
Find the enforcement action that you wish to have reviewed and select Apply for Review.
Read the Case Review Terms of Use and agree by selecting the checkbox and selecting Agree.
If you are already eligible for a Case Review,select the green arrow icon. If you are not yet eligible, you will be presented with a short questionnaire. These questions help gauge your understanding of the Code of Conduct and associated policies. Upon successful completion of the questionnaire, select the green arrow icon.
Provide any details (up to 500 characters)regarding the enforcement action that *** help the Enforcement Team conduct a more complete investigation. This *** include context around the activity or content that received enforcement, information about your game activity, or any other facts that you believe are worth noting. When complete, select Submit.
I do apologize that I am unable to assist further with this matter because it must be handled by the Enforcement team. Once you can start a conversation with the Enforcement team, you will be on the right path to an answer to your questions. I am happy that I was able to guide you to the support group you will need, and I hope you get a good resolution. There is nothing more I can do for your account and so I will go ahead and close this case as resolved. If you have any further questions, though, please don't hesitate to reply and ask me anything. I will be standing by to assist if you reply in the next seven days. Just keep in mind that I cannot answer any questions regarding your ban or suspension.

I appreciate your patience and understanding while we investigated your request and I hope that you get the assistance you need.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/11/2022
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 June 21, 2022, I purchased a Microsoft 365 subscription from Microsoft. In late September, I created a new email account with the help of a Microsoft support technician. In the process, the support technician corrupted my existing MS account such that I could no longer log into that account. After tens of hours attempting resolve this, I finally found that I needed to create a new account. Unfortunately, my 6/21/22 MS 365 subscription remained attached to my old account. On October 4, 2022, I purchased a new Microsoft 365 subscription. As I can no longer access or use my old MS 365 subscription, and this inability results from an error on Microsofts part, I believe Microsoft owes me a refund, back to my credit card on file for the eight months remaining on the old subscription. I have repeatedly attempted to contact Microsoft to resolve this issue without success.
Business Response
Date: 10/17/2022
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: 10/18/2022

Complaint: 18196472

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 10/25/2022
I just rejected a resolution proposed by Microsoft as Microsoft has not made any attempt to contact me to resolve this matter. When I filed the rejection, I did not see any way to state the reason for my rejection. It was that: Microsoft has not made any attempt to contact me to resolve this matter.

Business Response
Date: 10/26/2022
Dear *****************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding of your subscription membership. However, 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 # Service request # **********.

was created.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/02/2022
I spoke again today with *** from Microsoft. On October 27, she required that I fill out a lengthy form to verify my ownership of the Microsoft account (see attached). At that time, she stated that if I could prove ownership, they would provide a new subscription to Microsoft 365 and credit the entire amount for my October 4 Microsoft ******************************************************* enough information on the form and that the 30 days had expired, and she could no longer credit the October 4 purchase. By my count, 28 days have passed, not 30. Please also see attached emails from **** I believe that Microsofts actions in this matter approach that of fraud.
Thank you,
****

Business Response
Date: 11/14/2022
Dear *******

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. It has been a tremendous joy and privilege to be providing you with follow up , until get his issue fixed, , however , I will continue working with a resolution for this matter.Alow us to apologize for this.

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: 11/14/2022

Complaint: 18196472

I am rejecting this response because:

Sincerely,

*****************************
Customer Answer
Date: 11/16/2022
I have rejected Microsofts resolution because, I have been around and around with Microsoft on this. Each time they assign a new case number and claim:

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 # **********.

Each time, this is the last I hear from them.

Business Response
Date: 11/29/2022
Dear *************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue . It has been a tremendous joy and privilege to be providing you with follow up , until get issue fixed, ,however , I will continue working with a resolution for this matter.
A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/29/2022

Complaint: 18196472

I am rejecting this response because: This is about the 4th time over many weeks that Microsoft has responded that a member of their **************** and Support Team will investigate this matter and contact me to work out a resolution. NO ONE EVER CONTACTS ME! The simple resolution is a refund.

Sincerely,

*****************************
Business Response
Date: 12/07/2022
Dear *****************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request allow us to apologize for this matter . 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: 12/12/2022

Complaint: 18196472

I am rejecting this response because: Microsoft continues to state they will contact me to resolve this issue BUT THEY NEVER Do!!!!!

Sincerely,

*****************************
Business Response
Date: 12/19/2022

Hello *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription account incident. We decided to create a new service request, you will receive an email based on the email you used to contact us in the next 24 hours. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly, Case ID # **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/09/2023

Complaint: 18196472

I am rejecting this response because: I have been attempting to obtain the refund in question for several months. In each go-around with them, they assign a new case number, then claim their policy does not allow refunds after 90 days, then close the case. When I first requested the refund, it was only after about 30 days from the date of purchase of the second subscription. They persist in giving me a run-around on this issue.

Sincerely,

*****************************
Business Response
Date: 01/20/2023
Dear ******* !!

Thank you for contacting Microsoft Corporation via the BBB regarding of your issue.Nevertheless, really allow us to apologize for this matter, furthermore, We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/20/2023

Complaint: 18196472

I am rejecting this response because: I reject Microsofts claim that, "We have reached out to our specialized collaborator's team , we have requested you to assist as soon as possible.". I have NOT seen any attempt by Microsoft to contact me or to make any attempt to resolve the issue. They can resolve the issue by simply refunding the cost of the June 2022 Microsoft 365 subscription as originally requested.

Sincerely,

*****************************
Business Response
Date: 01/25/2023

Dear ******* !
We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

Service request # 7008950140 has been created for this case.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/30/2023

Complaint: 18196472

I am rejecting this response because: Microsoft has made this claim numerous times in the past. Generally they have not reached out to me as promised. In all cases, they have not made any serious attempt to resolve the issue.
They can easily resolve the issue by providing a refund for the nine months of Microsoft 363 subscription they cheated me out of.

Sincerely,

*****************************
Initial Complaint
Date:10/11/2022
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 November 10, 2020, I bought a Microsoft ************ January 14, 2021, I contacted Microsoft and made it aware of a hardware defect. Upon assurances by Microsoft support personnel in January 2021, September 2021, and April 2021, I waited for software updates that did not nothing to resolve the issue; instead the issue became significantly more severe and frequent. On October 10, 2022, Microsoft failed to uphold promises made by its support agents over the prior period that guaranteed I would receive a repair or replacement if the issue did not get resolved by software updates.I am therefore seeking a (i) replacement, (ii) repair, or (iii) refund in connection with my original purchase. Further details and a full chronology of events can be found in the attached complaint.
Business Response
Date: 10/18/2022
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox series X update issues. We are unable to verify or locate a service request associated with the information provided in your claim and neither an Microsoft account.
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 or Microsoft account associate to the Xbox 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: 10/18/2022

Complaint: 18195906

I am rejecting this response because: I have already provided both support numbers provided to me by Microsoft. If Microsoft had bothered to actually read my complaint, they would have found those case numbers embedded on the very first page in the 3rd paragraph and page 2 in the last paragraph. Microsoft's failure to find these case numbers either (i) indicates they did not fully read my complaint and have simply responded with an automated, canned response in the hopes I will go away, or (ii) Microsoft cannot locate these case numbers in their systems as a result of failures to maintain adequate records. Either way, the failure is Microsoft's and Microsoft's alone. The response fails in any way to provide an adequate remedy.

Sincerely,

*************
Business Response
Date: 10/28/2022

Hello *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7009302319

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/08/2022

Complaint: 18195906

I am rejecting this response because Microsoft's response fails in several substantive ways, enumerated below:
1. A Microsoft team member, *****, contacted me on October 28 and informed me that the prior case history had been "archived". Despite (i) being made aware of my complaint, and (ii) Microsoft's sole control and access to such archive, ***** refused to obtain such records to verify my claims. This is a basic request that should not be difficult.
2. ***** also erroneously claimed my request was out of warranty. As was established in my complaint, ********** tolls warranty periods once a manufacturer is made aware of an issue with a consumer product. She, and by extension Microsoft, failed in any way to address that portion of my complaint.
3. ***** erroneously claimed I refused *******'s offer of an out-of-warranty service order. As was established in my complaint, this request is not out-of-warranty.
4. ***** failed to substantively respond to paragraphs 2, 3, 4, 6, 7, 8, 9, 11, 12, and 13. These failures are indicative of a pattern of ignoring substantive points in my complaint and seem to point to a pattern of bad faith by Microsoft.
5. I sent my original complaint to the BBB on October 11. It took Microsoft a full 7 days to respond, which it did on October 18. I rejected that response the same day, within 24 hours, as it clearly was a canned response that failed to even attempt to read my original complaint. It took a further 10 days for Microsoft to issue a second response, which came in the form of *****'s email late in the afternoon on Friday, October 28, within 1 hour of being an after-hours response. ***** sent a follow-up early on November 2, not even 3 full business days from Microsoft's Friday email. These dilatory actions speak to Microsoft's bad faith attempt to squash this complaint without actually responding to the substance of my complaint. Although Microsoft's conduct in this dispute is clearly engineered to (i) delay, postpone, or prevent my response, (ii) provide any actual remedy, and (iii) are indicative of bad faith, I have provided herein a good faith response outlining my issues for the third time.
6. Microsoft's responses thus far have been nonsensical (see Microsoft's response on October 18 requesting information already provided), insulting (see Microsoft's response on October 28 indicating Microsoft will not even attempt to pull relevant records it has in its control), or downright incompetent (see Microsoft's response on November 3 that is addressed to "*****" despite my name being ****). If Microsoft cannot even get the most basic information about my complaint correct (i.e. my name), I'm not sure how any of its responses can be trusted to have actually engaged in good faith and be in any way competent or satisfactory.
For the above reasons, I reject Microsoft's response.

Sincerely,

*************
Business Response
Date: 11/17/2022

Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau Xbox issues. We have seen that you already had a previous service request 7009302319
We stand with the response provided by ***** since the device is Out of warranty and you decline the service that ******** offer to assist you with placing an out-of-warranty service order.
For further assistance feel free get in touch with ***********
Sincerely
Microsoft Corporation

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