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

5,805 total complaints in the last 3 years.
2,459 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:12/09/2022
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.
EA sports has wrongly banned me from FIFA and every time I have asked for proof on what I did I get a generic "this case is closed" response. I will attach two of those emails before. I am hoping that Microsoft can step in and refund all money spent on FIFA 23. I put in a case with Microsoft earlier but the ** denied my request because I already had one refund during this year. First service request # is ********** and the second is **********. I'm hopeful that Microsoft can assist in this refund so that I don't have to go to my bank. Will make it much more difficult as I can't see what was purchased in the order just that it was from Microsoft and the $ amount. But I have bought things through Microsoft that I do not want to refund.
Business Response
Date: 12/13/2022
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 7010773937.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/08/2022
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.
I have been a Microsoft customer since the beginning and I have just finished 3.5 hours of trying to get access to my Microsoft account. The system doesn't recognize my password. I finally got someone in the Store to speak with me live and they disregarded what I told them I had previously tried and forced me to do everything again with them on the line and I ran into the same problem at which time they hung up on me. This NOT what I would call 'customer service' when all I am trying to do is change the email address on my original account. I had an *** account for many years which suddenly in May of 2022 started receiving 75 spam emails a day. Since *** was of zero help, I had to delete the account. That email address was my sign in for my Microsoft account so I am now unable to access anything. I was told to just create a new account with my new address, which involves something called live.com which asked me 15 times to pick out pictures to prove I was not a robot which went on and on ad infinitum (which tells me that IT was a robot!).
Business Response
Date: 12/14/2022
Dear *********************;

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue . Nevertheless , allow us to apologize for this matter ,furthermore, I have reached out to our specialized collaborators , team for this issue, on your behalf and we have requested they contact you to assist with your complaint as soon as possible.

Service request 7010805965 has been created for this case.

Meanwhile,We will continue monitoring your complaint until get a satisfactory resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/08/2022
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 sent a controller in under warranty to be fixed, I sent it in the original box and package that it was bought in, with all the pieces, not knowing that I wasn't to send in the packaging, but the problem is that they didn't send back my packaging and there are pieces missing from the controller that are needed for it to work, I have bought 5 of these controllers and this is the first one I have sent in to be repaired, with this product costing $159.99 plus tax every time I have bought one, and everyone of them have broken, I though I could pay for the extra warranty just in case this one broke too and it did, but now I'm missing parts from my controller afterwards, I have called and talked to a customer service Rep. and without getting any information from me tells me that the parts are being sent to me in 10 days. For someone that has spent $855.95 on this product and not only missing the parts but to be lied to by customer service, This is not how a business is ran!
Business Response
Date: 12/20/2022
Dear *************************
!

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue . Nevertheless, allow us to apologize for this matter ,furthermore, I have reached out to our specialized collaborators team for this issue, on your half and we have requested they contact you to assist with your complaint as soon as possible.

Service request 7010998352 has been created for this case.

Meanwhile,We will continue monitoring your complain until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/08/2022
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.
Last year I uploaded Microsoft Office on my computer I forgot about it and when I went to cancel my subscription they have no way to contact then none of their phone numbers work and my email and password do not work so I cant so it online when I chat with someone they want me to pay to gewt help after they have just taken $123 off my credit card I tried to email their head office and got no response and they just took money off my card again
Business Response
Date: 12/19/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription. 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 7010963278.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/08/2022
Type:Sales and Advertising 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.
Dear BBB I just had notice that ****** one has been charging me for some type of ****** one thing **** for God knows how long between ****** and Microsoft which look like it's the same company now but they both been having at it for various charges that I have never authorized as I stir clear from purchases for apps, storage or anything like that the only thing I purchased weeks back wax my nuyoucareco us url Please forward this to both companies unless they are just all in one Thank you seeking a full refund
Business Response
Date: 12/16/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Unauthorized Charges. 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 7010866794.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/03/2023

Complaint: 18542385

I am rejecting this response because:

I never heard back from the company
Issue never resolved
Sincerely,

***********************;
@Clearingtadio
@NuYoucare
@frenchiesglobe
join groups #follow #like & more.
TuneIn ?? to our ??praise worship music at ********************************
+Shop Our Brands ???????

Sincerely,

***************************
Business Response
Date: 01/17/2023
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. After investigating your case, we see that you were contacted via email and phone call multiple times, please check your email, keep communication with our agent to resolve your issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/24/2023

Complaint: 18542385

I am rejecting this response because:
Not resolved

Sincerely,

***************************
Business Response
Date: 01/27/2023
Dear **********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After further investigation we discovered that the customer service agent was trying to reach you to the email and phone number you provided to BBB, case was closed due to a lack of response. Please reach out to ************************************************ to continue working towards your resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/07/2022
Type:Customer Service 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 am the director of a chamber of commerce and believe I am being scammed for three subscriptions for Microsoft 365, as my account shows no purchases in the last number of months and these purchases have been put on my personal debit card. As you have no way to contact you directly on such charges and not one of your support prompts covers this issue, not one, I am forced to file an official complaint with the Better Business Bureau to get you to contact me to resolve this issue. Your customer service is appalling. I have tried for the last two hours in about 20 different ways to report this issue.
Business Response
Date: 12/15/2022

Hello *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your charges issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly, your new service request # **********

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 12/15/2022

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:12/07/2022
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.
They have locked me out of my one drive. I have been locked out for almost 2 weeks. I have called 6 times trying to get this resolved and they keep telling me an engineer will call me back but I have yet to get a call. I have had to close my business for almost 2 weeks and I am about to go under because of Microsoft. I put my documents on the cloud so I would never loose it. I also have tax documents that need to be kept for 7 years and other state documents that need to be kept for 5 years if I dont get these documents back I will be fined and will loose state licenses and more. When I try to sign it is says it doesnt recognize my user name but I have used that user name for 7 years. User: ****************************** Case: ******** Call me ********** Please help
Business Response
Date: 12/12/2022
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 7010734540.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/14/2022

Complaint: 18537017

I still havent heard from anyone! I have also lost my job due to this. Not being able to access documents I need to work. I told one of your representatives that I was going to last Friday and they didnt seem to care. I need someone to call me ASAP this has went on way to long and caused to much damage already!!!

Sincerely,

*********************
Business Response
Date: 01/09/2023
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 7011964333.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/07/2022
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.
On October 11th Xbox video game purchases were made through my Microsoft account that were fraudulent. I immediately noticed it and called my credit card company to report the charges. The order was for Xbox video games and a subscription. The games were the **** Brothers for $*****, Rabio ****, One H*** of a Ride ****, Space Roguelike Adventure ****, Avatar: TLE: TBE *****, Pure Pool *****, EA SPORTS FIFA 23 Ultimate Edition Xbox **************************** Series X|S $109.17, and an Xbox Game Pass for Console subscription 9.99+tax. I was able to cancel the subscription since this was all done through my Microsoft account, although not by me. I do not even own an Xbox. My credit card company had the charges disputed and temporarily removed. I also contacted Microsoft support via a chat to tell them that those orders were not mine. They provided information on how to dispute charges, which was to contact my credit card company, which I had already done. I then received a letter in the mail from my credit card that the company had provided information that the charges were legitimate. This is not accurate, because I did not make these purchases. I contacted my credit card company again and spoke to the fraud department. The agent with who I spoke resubmitted the claims, and also noticed that the ** address was based out of ********, while I live in ********* **. Two weeks later another letter was sent stating the company claims all purchases are legitimate. I also contacted Microsoft again and chatted with an agent through the Xbox side. They told me to submit the items for a refund, which was also denied by Microsoft. When submitting for a refund you cannot choose an unknown person made the charge, it then tells you to contact your CC company. I asked the agent about this, and they told me to choose a different reason and then explain what happened in the notes section. I will attach that conversation to this request. All refunds were denied. I want a full refund for all items, totaling $170.24.
Business Response
Date: 12/14/2022
Dear ***************************** !

Dear ***** !

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding of your issue. However, a senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Service request 7010800965 has been created for this case

Thanks you so much

Sincerely,

Customer Answer
Date: 12/16/2022

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, as long as the business contacts me in the time they said they would and issues a refund for all items requested.

Sincerely,

*****************************
Initial Complaint
Date:12/06/2022
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 placed an order for an Xbox series x bundle on 11/30. I received an email the very next day on 12/1 stating that Microsoft had cancelled my order. When I looked on my bank account, I noticed that there was still a charge processing from Microsoft for $635.56 even though they cancelled my order. It is now almost a week later and that $635.56 is still processing on my bank account, which impacts my available balance. I have tried contacting Microsoft multiple times about this issues and I am constantly being shuffled around because apparently there is no one that knows what to do. I am beyond frustrated that this charge has not dropped off of my bank account and that there is no one that can fix this issue. It is almost impossible to get through to actually talk to someone on the phone. I spoke with someone again today, 12/6, and his response was to wait a couple more days as they try to figure it out. This is unacceptable to have this much of my money frozen where I can't use it because of their error.
Business Response
Date: 12/15/2022
Dear ****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Order. 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 7010827933

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/06/2022
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.
On the 2nd of December I requested a refund of a game the same day I bought it as the game did not run correctly. The request got denied because they dont refund digital games that have been played or used used. The refund page says this Requests are for games in which you havent accumulated a significant amount of play timeI have an hour total on the game which isnt a significant amount of time.I have sent 8 total emails asking about this discrepancy all of which have been ignored.I rang the help number 3 times and I still have not gotten a person from the refund department to answer my questions. The third time I rang I was directed to an agent. This agent was away from the phone and I could hear background chatter.The only emails I have received back ignore my questions and simply say that they performed an ***** all review and deny my request because they dont refund digital games and send a link to their refund policy which repeats what the refund page says.I will send a screenshot of all emails. A picture of my total of playtime. The refund policy. The denied status and reason for denial and the digital receipt for the game.I have a video of me following the email link to their refund policy that says playtime wouldnt be an issue. I also have a screen recording of me on the phone with the absent agent however there is no audio so I dont believe it would be much help.If you want any of this please email me and I will send them. Same goes with any question you may have. Thank you.
Business Response
Date: 12/15/2022
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 7010828556.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/19/2022

Complaint: 18534576

I am rejecting this response because: You sent me someone who could not ***** a refund or answer my questions. They told me to respond to the email denying my request. I have to wonder did you even bother to read my complaint? I was complaining about no-one responding to my emails. I sent 8 screenshots of the emails being avoided. When I brought up that I have under under 2 hours of gameplay and have full right to the refund she stated that only the web team could help me. If this is the case. Why was she sent to speak with me?
******* herself didnt seem to understand why she was sent to me when I asked her?
All I wish her is to given the refund that I am fully entitled too.
Sincerely,

***********************
Business Response
Date: 01/12/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. We sincerely apologize for all the inconveniences youve experienced with this situation; however, as our agent determined no refund will be provided, please visit:

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

Thank you for your understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/20/2023

Complaint: 18534576

I am rejecting this response because: Yet again the link I am provided clearly states that digital games products are in fact refundable. As long as there is not significant amount of playtime. Which I was told directly by a mircosoft representative is 2 hours or under. I yet again have to go inform you that I have an hour total playtime. Which if you are not aware is under 2 hours.
It has been over a month and I still have not been told why there is a discrepancy here. I have been asking the same question and still I get completely ignored? Why is this? Is it entertaining to waste my time like this ? What is so difficult about answer that one question?

Sincerely,

***********************
Business Response
Date: 01/30/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Could you provide us with the title of the game which you are trying to refund so we can further investigate it and consider the option of the refund, if the game is under 2h of gameplay.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/06/2023

Complaint: 18534576

I am rejecting this response because:
Thank you  I rejected the response as I am not sure if I could respond to you if I accepted and I wasnt told who to contact so I assume you want me to respond through the BBB.

The title of the game is The Callisto Protocol
The order number is  #********** it was purchased on the 2nd of December and I requested a refund the same day.the exact playtime is1 hour and 1min. Evidence of this was sent with my initial BBB compliant which I can send again if need be.

The details I assume you need are:
Account name: Ruasta
Email: *****************
Order number-   #**********
Payment: VISA
Date of purchase: 2nd of December
Date of refund request: 2nd of December

I am happy to receive the refund through Microsoft store credit if that makes it any easier for you. Bank transfer is also appreciated

Sincerely,

***********************
Business Response
Date: 02/14/2023
Dear ***********************,

Thank you for collaborating with the investigation of your case, we did see that everything you sent was correct and confirmed on our system and as a onetime exception we have refunded the order for The Callisto Protocol, we will consider this matter resolved. Have a nice day!
Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/17/2023

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,

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

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