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

5,712 total complaints in the last 3 years.
2,389 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:10/31/2022
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 10/28/2022 I attempted to purchase a train simulator game. After trying to get the game to work all it does it constantly shuts down. Doesnt work. Wont loan. And is nothing but problem after problem. I would have tried to get this working out with Microsoft directly but their lack of online support options just makes it more of a headache. I honestly just want the game removed and refunded. If the product doesnt work you have a right to a refund.
Business Response
Date: 11/04/2022
Dear ***************************;
Goood Morning !

I hope you are fine today

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 7009519484 has been created

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/05/2022

Complaint: 18335784

I am rejecting this response because:

There is no resolution here or anything being done. If the problem results on being resolved we can revisit.
Sincerely,

***************************
Business Response
Date: 11/18/2022
Morning ***************************;

Sincere apologies for the inconvenience. I understand how challenging this can be.

Please understand that I will need to cover all troubleshooting steps within the scope of this issue before escalating to MS.

If the listed managers are unable to approve the request within an hour of submission, they can reach out to me as well as provide a screenshot of the error encountered (if any). This is to enable me escalate appropriately.

Thank you for your kind understanding.
Customer Answer
Date: 12/01/2022

Complaint: 18335784

I am rejecting this response because:
The game has never been playable since download. Microsoft states that a refund will be given if there is no game time. Since there is and has never been any game time since the game has not worked since download. This falls under the refund guidelines. This is a defective product that is not used nor even on my system any longer.

Sincerely,

***************************
Business Response
Date: 12/13/2022
Dear ***************************,
After reviewing your complaint and recent service request SR ********** we were able to confirm our agent ******* from Microsoft Customer Support informed you we cannot provide a refund due to our policies. We understand this is not the resolution you had hoped for, but we stand by the resolution provided by advocate ***************
No refunds will be provided as outlined by our services agreement. This complaint is now closed as no further action can be taken. We will not reply to this complaint anymore.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/13/2022

Complaint: 18335784

I am rejecting this response because:
Microsoft states in there policies that refunds will be provided if no game time was done since the game never has worked since download no game time was done. The game has been removed from my system to avoid any more system issues. This was a faulty game given from the start.

Sincerely,

***************************
Initial Complaint
Date:10/30/2022
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.
Second time filing a complaint about this merchant. Again , they do not respond to complaints because everything goes through an online support service . This online support is not connected to a live person. The problem is my card was charged and I have no access to my account. This is in reference to complaint number ********. I was contacted by the company and got issued a ticket number that was later closed a few days for no apparent reason.
Business Response
Date: 11/08/2022
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 7009638399.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/08/2022

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. After more than a month, I finally got credited the amount of approx ******. My bank prevented me from access to the funds but this merchant or the bank credited the account. BBB we can mark this case as closed. Thank you so very much!

Sincerely,

*****************************
Initial Complaint
Date:10/30/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received an Xbox from my brother October 22nd 2022 and had set up a new account the same day. I had played minecraft that day for about 5 hours with my two of my friends. The next day October 23rd I had done the same for about 2 hours. I attempted to do the same the evening of October 25th only to discover a message stating my account had been locked and to resolve the issue I had to go to Microsofts website and file a dispute. I immediately filed the dispute to correct the issue and Microsoft had sent a confirmation they received my dispute and would begin reviewing it. As of today October 30th 6:00pm eastern standard time I have yet to receive any communication regarding my dispute. I am seeking out help through your business to expedite this process and to warn potential new customers of the same experience I have wrongfully received. In addition I have only three friends on Xbox my brother and two of my in life friends and have never sent a message through Xbox and do not have a mic meaning I have never said a word Xbox could used as a violation of its terms.
Business Response
Date: 11/04/2022
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 7009525687.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/04/2022

Complaint: 18335117

I am rejecting this response because: I have waited nearly two weeks for a resolution and still have not been provided one. Once I receive compensation or at the bare minimum access to my account and a representative from Microsoft to talk to me directly I will be satisfied.

Sincerely,

*****************************
Business Response
Date: 11/10/2022
Dear *****************************,
Thank you for your response. After reviewing your complaint and recent service request #********** we see that ****** from Microsoft Customer Support & Services contacted you to regarding your case and asked you to let him know the best time to reach you to discuss your issue,also provided instructions on how to regain access to your account. Please get back to him, so he can move forward with this case.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/18/2022

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:10/30/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello. I purchased a game from Xbox, for $99.99. The game Call of Duty Modern Warfare 2 does not work, I have tried a multitude of troubleshooting steps to no avail. Some of the issues I've had has been freezing and crashing, the game will not load me into another game without crashing to the main screen. I have attempted a refund at the website and was denied because of a refund limit? Which I'm not sure what that's about. So I tried calling xbox support and did there troubleshooting which did not work as well. So I asked them to refund me, which they replied saying I had to go to there website which I already did. They said there wasn't anything they could do and that I would just have to deal with it.
Business Response
Date: 11/07/2022
Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request We are unable to verify or locate your Microsoft account or service request.
We would like to assist in investigating your claim, however without a valid service request number or account 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: 11/07/2022

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:10/30/2022
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.
Xbox has been repeatedly for the last week suspending my account for nothing Ive been trying to appeal it but I get no response for over a week from any of the teams I try to go on support and they cant do anything either so Im just gonna file a complaint so I can get answers from my suspension Thank you
Business Response
Date: 11/04/2022
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 # ********** has been created.

Thanks you so much

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/29/2022
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 was playing a game on my laptop and then the game crashed few times with bunch of error codes popping up on my screen and I try to get hold of Microsoft and then the line keeps getting disconnected and there online support was unavailable and the game I purchased was. FINAL FANTASY XIII-2 On July 28 2022 order number ********** and the game keeps crashing too many times and I need support for this game I dont want a refund I just want a Microsoft to fix this problem
Business Response
Date: 11/03/2022
Dear ******************,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/29/2022
Type:Customer Service 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 micorosoft xbox account has been hacked into. My original username and email has been changed, which will not allow me to use their online help services, or their phone number.It will also not allow them to call me back.This occurred on 10/ 27/22 or maybe even a little before, as I have not been on the console for about one month. I have tried numerous time to contact them with no avail. I have basically payed for a service that is now being used by someone else.
Business Response
Date: 11/03/2022
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 7009501594.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/29/2022
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 spent over $300 to play Call of duty Modern Warfare paying $80 for the gam and over $220 in microtransactions. On 12/08/21 Microsoft sent out an update that cause my game to stop working. Since then I've called Microsoft and ********** over a hundred times and still haven't been able to play my game. No one will help me I've asked for escalations and I have several email sent to ********** with no response. I need someone from executive resolution
Business Response
Date: 11/07/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Call of duty 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 7009609082.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2022

Complaint: 18332108

I am rejecting this response because:

Sincerely,

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

il be waiting
Initial Complaint
Date:10/29/2022
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.
Screen is bulging from frame on Surface 3 computer. There is no damage to the tablet, it was functioning fine until this evening when screen lifted from the computer chassis. (on left side)I have a concern this is caused by the tablet battery bulging and may be a safety or fire hazard.This appears to be a known issue for Microsoft, yet the company is not offering a repair or replacement of the tablet, as this model has been discontinued.
Business Response
Date: 11/04/2022

Hello *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface 3 bulged screen issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7009520998

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/04/2022

Complaint: 18331351

I am rejecting this response because: it does not address potential safety issue (fire) or the fact that the bulging screen is a known Surface issue. Basically Customer representative does not know anything about this potential issue, although it is well documented on the internet. A offer of repair or discount on the purchase of a new Surface tablet would have been a good faith gesture. I do not know why the screen is separating from chassis, bulging battery or weak glue around edge. In either case this Surface has not been abused and should still be functional.

Sincerely,

*****************************
Business Response
Date: 11/10/2022

Hello ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your surface 3 replacement request.
After further review, we found you had a previous service request ********** in which the senior stated as follows:
I understand that you have a Surface 3 that has a bulge under the screen. While I understand your frustration, this device does not have a known issue with this. Although I do not think that my list goes back that far. If it was a known issue, then Microsoft will cover it up to 3 years from the purchase date and yours is a bit past this. There may be an out of warranty paid replacement option
We stand with the statement provided.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/19/2022

Complaint: 18331351

I am rejecting this response because: The lifting of the screen from the chassis due to a swollen battery is a known Surface issue. Just because this representative is unaware of the problem, does not resolve the issue or eliminate the safety concern. A simple internet search will confirm the propensity of Surface tablets to have screens lifting due to swollen batteries.

Sincerely,

*****************************
Initial Complaint
Date:10/28/2022
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.
Xbox and Fortnite are charging extreme amounts of money for their games! Some games u only get for 3 days. They want u to pay every month for a battlepass. I have 3 boys and I am going broke because of Xbox, Fortnite and Oculus! They should not cost as much as they do! They should be made to bring all their prices way down that's more affordable! Thanks for your time!
Business Response
Date: 11/03/2022
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 7009501767.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

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