Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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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:12/06/2022

  Type:Billing 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 being charged for Microsoft on my credit card and I never used it and contacted the business many times to cancel and refund. It is still being charged to my credit card. I want it cancelled and dates charged refunded back to my credit card. Reference number ****

  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 7010733985.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 12/12/2022

   
  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:12/06/2022

  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 am the administrator for my solo practitioner LLC on the microsoft business 365 account for which I pay a monthly fee. I am unable to login to my account because the authenticator application appears to be the only method they will allow for verifying my identity and it does not work for me. I have now been locked out of all of my microsoft applications with no access for 2+ weeks and they continue to say the only individuals who can help me are the engineers and I need to wait for a call back. The only time an engineer attempted to call me back was on the Thanksgiving Holiday (a national holiday in the US where I am from) and proceeded to close the case when I was unable to answer. I had to call and have a case reopened as a result the following week and am still awaiting a phone call back from the engineer. This is absolutely atrocious customer service for a paying individual who has no access to the products they are paying for. The only response I continue to get from customer service is that they will call me back as soon as possible. I need access to these products in order to run my business efficiently and cannot continue to wait around for "as soon as possible". I want a call from someone who can turn off the 2FA on my account so that I can get in and I would also like a refund for the lost month of use of their products/services.

  Business Response

  Date: 12/14/2022

  Hello ****,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your business account access issue. A senior member of our Microsoft commercial Team will start an investigation related to this matter and contact you directly within the next 24 hours.
  
  Sincerely, 
  Microsoft Corporation.

• 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 was promoted by windows 11 on my computer to do a windows update. I said yes because I trust them. The update asked if I also wanted a BIOS update. Of course I said yes because I ***************. It shut my computer down and locked me out. I now have to pay money for someone to fix my computer. Windows said they would not be able to help even though they caused the problem. I have to get the computer manufacturer to fix and pay for it. My computer manufacturer said this has been happening more frequently that a BIOS UPDATE was requested by windows. I found out that BIOS UPDATE is bad and windows should not ask a non computer specialist to do this so easily on a personal computer in the software!!! There software needs some blocks on this BIOS UPDATE request. I wish Microsoft windows would pay for my computer fix! Very disappointed in Microsoft.

  Business Response

  Date: 12/14/2022

   Dear  *****************

  
  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.

  Service request 7010799595 has been created for this case.

  
  
  Thanks you so much]

  
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 12/17/2022

   
  Complaint: 18529926
  
  I am rejecting this response because I already took my computer store and had HD wiped due to bitlocker locking me out of my own computer.  I tried all day to contact your company via phone and internet but got hung up on or was told it can not be fixed without my bitlocker key.  I was never given a key  and had no idea this could happen.  You need to do better education to your customers about this bitlocker stuff and make sure a code is printed or saved in some way so the original owner is not locked out by accident.  Windows requested I do a BIOS update and somehow my computer locked me out.  Very upset about this situation.  It could have been prevented if HP/Window could educate their buyers about this Bitlocker.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 01/09/2023

  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

• Initial Complaint

  Date:12/05/2022

  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. My son *** is 11 years and during June and July of 2022 he was able to charge $4,232.74 on one Xbox game (FIFA Soccer). He somehow was able to get a hold of my debit card number. All purchases were for uniform or player upgrades or something. When I discovered the charges in August I reached out to Microsoft. I've tried for several months to reach a physical person but they require users to essentially log a ticket. The only response I have received is "We've performed an additional review on the account found and it's not eligible for a refund. Our refund policy limits the number of refunds for which customers are eligible within a year and you have already received the allowed number of refunds this year". I'm really confused by their response as this was fraud and my 11 year old stole my banking info. Is there anything you could do? My support number at XBOX appears to be **********.

  Business Response

  Date: 12/13/2022

  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 7010764122.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 12/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/05/2022

  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.

  Order: ********** Purchased on November 29, 2022 through PayPal / Credit Card.Order was for an Xbox Series X and a Xbox Wireless Controller Mineral Camo Special Edition.Noticing my mistake as I meant to purchase it with the Microsoft account balance that I have of $695.79, I cancelled order: ********** so that I could repurchase using my Microsoft Store credit (I purchased many cards so I could purchase an Xbox Series X).When placing another order, it says I have reached the quantity limit so I have $695.79 of unusable credit. I have called Microsoft no less than 5 times and have spent no less than 5 hours trying to get them to correct the issue. Microsoft Ticket: **********. Today they closed my ticket and said there's nothing they can do. They are essetntially stealing from me. They keep repeating that I am only limited to one console, even if it's a cancellation. So I am now stuck with $695.79 of unusable Microsoft Store credit and have no Xbox Series X.

  Business Response

  Date: 12/14/2022

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

   

  Service request 7010796571 has been created for this case.

   

  
  Thanks you so much
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 12/14/2022

   
  Complaint: 18528161
  
  I am rejecting this response because:

  I have had a large number of calls with the Microsoft Store and they have told me that there's no more escalations or anyone to review this matter which is why I'm going through the Better Business Bereau.

  Every rep I have spoken to now has the same canned statement / script that they are reading. I need an actual human being who understands the situation that I almost have $700 in Microsoft store credit and am unable to purchase an XBOX Series X.

  The fact that even manually cancelled orders count as a purchase against the 1 limit per customer is ridiculous. I need this to looked at as soon as possible.  I will not accept this as a resolution until it's been dealt with.

  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/05/2023

  Hello Good Morning  ! 

   

   

   

  I imagine that my answer was not what you might have been hoping for, and I sincerely empathize with you. However, as no further resolution can be offered, I will move forward with closing this case.
  
   We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.

   

  best regards  ! 

   

  Customer Answer

  Date: 01/12/2023

   
  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 as I was finally able to place my order.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/05/2022

  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 purchased a game digitally through xbox live. I played the game a minimal amount of time, like around 4 hours. The game was a glitchy mess with tons of performance issues. I applied for a refund as this wasn't the product that I paid for and I was denied. They said you can't refund a product purchased digitally even though it clearly states on their website that you can as long as it wasn't played much. I had a friend of mine with a similar situation a couple of years ago with the Call of duty that released that year, purchased digitally and he even played it more than I played this game and they refunded him with no problem. I have been a loyal customer for a long time and I can't tell you when or even if I have ever attempted to get a refund on a game just for this to happen to me. I just want my money back or at the least, credit my microsoft account with the money since I will likely spend it at some point provided this encounter doesn't sour me on their product. I have contacted them twice and even told them the second time about the site saying digital can be refunded and still was denied so I am not happy. I have enclosed a screenshot of their policy and the purchase date was **** so definitely in the 14 days. Reach out by email for any further information like my xbox account tag.

  Business Response

  Date: 12/13/2022

  Hello *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your game issue and refund 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 7010768631
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 12/13/2022

   
  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:12/05/2022

  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.

  On 11/25 my grandson was hacked and called them to let them know what was going on so they had us file a complaint so the team could look into it they were supposed to contact us so they could transfer his whole entire account that was hacked to a new account well they never called us to let us know that they suspended his account which I have spent hundreds of dollars on for games now theyre saying theyre not going to reimburse me or put all the games back on his account they suspended the accountThey will not do anything about this and to me thats stealing from Me I have receipts for transactions that were made from my bank and they will not do anything about it I would like a full refund of everything I bought and paid for along with $30 in gas money because I had to go to my bank get a new card And shut my debit card down because they waited until today on December 5, 2022 to do something about it I would like a refund immediately!

  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 7010733657.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:12/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a promo code for 3 months of Microsoft family 365 from Best Buy from purchasing another product. On my current M365 subscription I was good until Sept **** so this added 3 months to Nov ****. The problem with this is that when applying the code it did not say that now Best Buy would take over management of this ENTIRE subscription and furthermore turns on automatic renewal which I have no way of turning off. I setup a chat request from Microsoft Case #: ********** and asked them to REVERT the promo code and set it back to management by Microsoft. I don't care if I lose the 3 months, I don't want to be hijacked by auto renewal. This is HIGHLY deceptive in that when I applied the code it did NOT clearly state that Best Buy would hijack my entire Microsoft account and also by doing this I would turn on auto renewal and would have no easy way to turn it off. I am now left with a plan I do not want, and Microsoft is not taking ownership of this to revert the account back to the way it was. This is bordering on fraud and deception. Worse it is not clear and there is ZERO clicks to alert the user that by applying this promo code you have now set in motion a TRAP to set me up for auto renewal from a third party and ZERO recourse and also taking over the 30+ months of subscription that I purchased from Microsoft with new terms.

  Business Response

  Date: 12/13/2022

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

• Initial Complaint

  Date:12/04/2022

  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 am trying to cancel my subscription with microsoft. I tried multiple times accessing my account so that I can cancel myself but have not been able to access my account online. I then called customer support and told them I wanted to cancel my account. They put me on hold for over an hour and in the end told me that I was not able to access the team that would be able to cancel my subscription which sounds ubsurd. The only way for me to be able not get charged for this subscription that I want to cancel was to then contact my credit card company and explain that microsoft is actively prohibiting me from cancelling my subscription (highly illegal) and ask to place a block on future transactions from them. The only thing I want from microsoft if to cancel my account and any subscriptions associated with the email in which I have been receiving previous billing invoices from.

  Business Response

  Date: 12/12/2022

  
  Hi  *************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing issues. After further review of the account ****************** we did not find any details in our system and also did not locate any 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 or registered account we are unable to take further action. If you have an existing service request for this issue or any account in which the charges are going on, please update your claim with the information 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

• Initial Complaint

  Date:12/03/2022

  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.

  I contacted Microsoft Support on 12/2/22 and asked for a refund for two lost orders and two different reps could not refund even though the tracking specifically states that the shipment is damaged and that *** has notified the shipper of the damage which obviously means I didn't get the order. I am not sure why customer service is ill-equipped to deal with lost or damaged orders that never got delivered to the customer, so I am now filing a complaint against Microsoft in hopes to recover funds lost from two orders that were clearly marked as damaged # ********** (damage reported)Shipped Estimated delivery October 19 *** - 1ZY549V70279611632 2x Shock Blue Email account: ******************* Shipped # ********** Estimated delivery November 7 *** - 1ZY549V70280637219 2x Carbon Black (damage reported)Email account: ****************** As you (microsoft, hopefully) reviews the orders, you can see that damage was reported on both of these orders and that it was never even delivered. I audited my orders recently and found those orders weren't delivered or refunded. I had assumed that every company would auto-refund the customer in these situations without any customer interaction since *** notifies the shipper of the damage, so microsoft already knows and likely already got compensated for *** for damaged in transit but yet I have not received a refund which is appalling for a company as big as Microsoft to not have certain measures in place when this happens - not only is there nothing in place, customer service is not able to ***** refunds for situations like these so now I'm left with writing a **** character complaint just for two orders that were clearly marked as non-delivered/damaged.I also have 6 more orders that were supposed to be Delivered November 30th but it hasn't been delivered yet. There hasn't been any tracking updates since November 30th and that will also probably need to be refunded because those orders are probably lost

  Business Response

  Date: 12/12/2022

  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 7010732715.
  
  Sincerely,
  
  Microsoft Corporation