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

5,671 total complaints in the last 3 years.
2,346 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:07/01/2025
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 Surface warranty support ticket **************** the technician broke off support. I returned to the ticket, there were no notes. No comments. I never received an explanation, notice, or a resolution by email either. It simply says the ticket is closed.I attempted to re-engage with the technician each day over the last 3 days. No response. No reply. My customer's Surface Is still randomly dropping WIFI. There was nowhere on the ticket where I could respond/ reply/ acknowledge resolution. I didn't want to open a ticket with the BBB. But as best I could tell I have no other recourse.
Business Response
Date: 07/09/2025
Dear ****** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/10/2025

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,

****** ********
Customer Answer
Date: 07/14/2025
I was advised to reach out if my case is not resolved. Complaint ID: ******** I had to accept the resolution to get the next email. The next email was not someone replying or responding to my issue. It was saying open another ticket. Being ran in circles is not a resolution. We are not opening another case when we have a valid case number. Please reopen my complaint.
Business Response
Date: 07/17/2025
Dear ****** ********,
We have escalated your support case to our Tier 3 support team. As per our records, an agent reached out on July 15 and sent you an email regarding your case. As mentioned on the representative's email, our support team,including all escalation channels, currently does not have access to or authority for direct engagement with the ******************** As a result, we are unable to connect your case with the appropriate business stakeholders.
Nevertheless, your feedback is valued and taken seriously. While the agent is unable to escalate this case further through our internal support structure, we encourage you to communicate your experience directly with our Business team via your account representative or customer success manager, if applicable. For additional support, you may also visit: ************************************************************************ you have not received our previous email, please check your spam folder.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/01/2025
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.
Date: 7/1/25 Amount: $129.99 Problem: Purchased Microsoft 365 for my PC and cannot login to the account because of two factor authentication. Cannot contact Microsoft and actually speak to someone regarding the issue because everything is automated and apparently the actual employees there cannot access any information once two factor authentication is turned on. I do not remember the password or it has been changed on the account without my knowledge so i cannot log into the account that way either. No way on Microsoft to ask for a refund without signing in which I cannot do.
Business Response
Date: 07/08/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/01/2025
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.
Microsoft Rewards, again. I went out and purchased a cell phone and plan so I could get around the previous issue (that was never rectified, btw, so I want that listed in the records for others to see). But, now, despite having not even used Bing (search engine) in over a month, I found my ability to redeem my rewards impeded by my account being restricted due to 'unusual search activity'. True, at one time I did that, but I didn't like doing it, so I just stopped, and started earning my points honestly.What is more suspicious is that to 'fix the problem' since I no longer use Bing at all? To use Bing for a long time in a 'natural' way. So, they locked my account, and enjoy my support that I give to earn the points... but, require me to also fully support and use Bing, instead of any other search engine (that would be BETTER), so that I can redeem my points. Nowhere in the terms is it listed that participants MUST use, solely, Bing search engine to keep from having their accounts locked.I can still EARN points, I can't SPEND the points. So, they benefit, but I can't benefit from the agreement unless I also do that. This is shady to the extreme. I seek to have my account unlocked, and for this to be on record the kind of business they are running.Also: in the alert, it says if I disagree, I can submit a ticket. However, when trying to do that, all areas are greyed out and cannot be accessed. So, it is impossible to submit tickets. Included is a screenshot of the support ticket request, which is why I am here, not just submitting a ticket.
Business Response
Date: 07/09/2025
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 7080934152.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/10/2025

Complaint: 23541265

I am rejecting this response because:
The message I received in e-mail is obviously AI, or may as well be, as it is scripted 100%. This means Microsoft hasn't actually responded in good faith. They are responding the same way their customer support does, the same way their ******* support does. I wonder if Microsoft actually has any low-ranking employees anymore, or is it just computers pumping out useless info and not helping customers who have actual grievances. It's the same types of responses I had to my earlier issue about rewards redemption. I was unable to add my land line number because land lines cannot receive SMS/Text messages. So, their response?
We understand you cannot add your land line number, because it cannot receive the necessary text message for verification. So, what you need to do is go to the site, and enter your land line number. When you receive the verification text message, enter the code you receive.
Yes, they literally contradict themselves immediately. There is no way a human is operating that system, sending the messages. And, with this complaint, I have already received the exact same level of response. Both of these complaints were supposedly being handled by 'senior' executives. Utterly impossible that any senior level employee would not have basic language comprehension, which would prevent immediately contradicting themselves, but also allow them to understand more than keywords, which is what their system is obviously doing: searching for keywords to trigger specific scripted responses.
I rejected the response simply because I want all of this on record for any and all to see when researching Microsoft.
Sincerely,

******* *******
Business Response
Date: 07/16/2025
Dear ******* *******,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your recent concern.
We would like to clarify that the message you received on July 15th was not generated by AI. Our agent, *****, collaborated closely with our Rewards team to thoroughly investigate the matter. Following this investigation, the information below was shared with you.

Please be advised that the below message represents Microsofts final resolution on the issue. No further details will be provided.

Following our investigation, we would like to inform you that your Microsoft Rewards account is currently active. Regarding your Xbox account, our records indicate that it received a 1-day suspension on July 4, 2025, due to activity identified as spam, as confirmed by our Xbox team.

To ensure continued access to both services,we strongly encourage you to adhere to the **********************************************************************. Additionally, to improve your standing with Microsoft Rewards and lift any remaining restrictions, we recommend reviewing the following guide: *******************************************************************************.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/18/2025

Complaint: 23541265

I am rejecting this response because:
I still have not been provided any proof that I broke the terms. Your system identified something as spam... but, that isn't proof. That could be a system that mistakenly identified something as spam. It could be that a game I was playing bugged out and my repeated attempts at fixing it resulted in a false identification as spam. But, because Microsoft refuses, continually, to provide ACTUAL proof of any wrongdoing, there is no way to say. Provide proof, or provide admission that Microsoft screwed up so that I can get proper compensation for time lost. Those are the only two options, because I am a paying subscriber, it binds Microsoft legally to provide PROOF of why they robbed me of paid time, or to compensate me for that time lost.

If you pay for something, like cell phone, and for no reason on your part, you have time where you cannot use your cell phone plan, expecting that cell phone provider to provide reasons, with proof and more, of why they denied you your service. Microsoft is to provide PROOF I did anything wrong, not just an AI flagging me for 'who knows what', or to admit they denied me my paid service so that I can get properly compensated.

Sincerely,

******* *******
Initial Complaint
Date:07/01/2025
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.
Hello,I returned two items from order #********** Surface Laptop, Copilot+ PC - 13.8 inch, Snapdragon X Plus (10 Core), Platinum, English Keyboard, 16GB RAM, 256GB SSD (Certified Refurbished) ($1,200.80) --- Returned on June 3rd **** tracking number # 1ZEE06359126785362 )Surface Thunderbolt 4 Dock ($471.39) --- Returned on June 3rd **** tracking number # 1ZEE06359138868787 )As of today, June 30th, I have not received a refund.Waiting for your reply,
Business Response
Date: 07/08/2025
Dear ***** ********,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau. We sincerely apologize for the time it has taken to address your concern and appreciate your patience throughout this process.
Please be assured that we are actively working to provide you with a resolution. Upon reviewing your BBB complaint and your recent service request ***********), we see that our Tier 3 advocate,Kaouther, has been in contact with you and is continuing to assist with this matter.
To ensure we provide you with the most accurate and complete support, we kindly ask that you continue all communications through the existing service request. If you have any additional questions or concerns, please feel free to share them within that ticket so we can address them promptly and thoroughly.
Thank you again for bringing this to our attention. We are committed to resolving your issue as quickly and effectively as possible.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/08/2025
Hello,

I have not been contacted by anyone from Microsoft yet.

Could you please provide a link to that service request ***********), or another way to get in touch?

Thank you,
Business Response
Date: 07/11/2025
Dear ***** ********,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau. We sincerely apologize for the time it has taken to address your concern and appreciate your patience throughout this process.
Upon reviewing your BBB complaint and the associated service request #**********, we can confirm that the refund in question is currently in progress. However, it has not yet been finalized.

We kindly ask for your continued patience as this process is completed. We anticipate having further updates by July 14, at which time our Tier 3 advocate, Kaouther, will reach out to you directly with the latest information.
To ensure we provide you with the most accurate and complete support, we kindly ask that you continue all communications through the existing service request. If you have any additional questions or concerns, please feel free to share them within that ticket so we can address them promptly and thoroughly. Please note, our Tier 3 advocate, Kaouther, will contact your either through email or phone call, however, there is not a link or direct contact I can provide at this time.
Thank you again for bringing this to our attention. We are committed to resolving your issue as quickly and effectively as possible.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/30/2025
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.
On July 9th 2010, I purchased a Minecraft Premium Account, allowing for lifetime access to the Minecraft game. This included an installer that would connect and allow play of the game, but online access was also possible to update the game with new features that were added. Microsoft purchased ****** and took on the responsibility of the accounts and the product. When recently trying to access the game, I was informed I needed a Microsoft account, which had never been needed before. I was not informed I needed a new account, and the **** was changed to a significant degree so as to cause a major change in the value of my product. In addition, be refusing to allow me to have my purchase merged with a Microsoft Account, my Minecraft Premium purchase is now worthless. I would like a refund or my Minecraft purchase to be honored. I was not informed of the account changes, the account changes also substantially changed the value of my product.
Business Response
Date: 07/09/2025
Dear ****** *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/09/2025

Complaint: 23540809

I am rejecting this response because:

I am concerned the business does not understand the situation. Theyve made no commitment to resolve the issue instead only say that they will investigate. If they need additional information that is fine. I am willing to provide it. However, I do not think that this issue is resolved yet.
Sincerely,

****** *****
Business Response
Date: 07/17/2025
Dear ****** *****,
We routed a support case on your behalf to our Tier 3 support team. According to our records, an agent reached out July 15 and have delivered an email asking for information to investigate the issue and provide a resolution, we recommend re-engaging with that email sent to continue the support interaction. If you didn't receive and email, please check your spam folder.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/30/2025
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.
the past several days when i log into my hotmail email account i am prompted daily no less to go to my secondary email to " verify my email" with a code i have not made any changes to either account ( hotmail or the other) changed any settings nothing why am i now being forced to do a 3 step process to even log in now?i fail to understand what this has to do with anything i should not be forced to do these steps daily
Business Response
Date: 07/09/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/09/2025

Complaint: 23540602

I am rejecting this response because:
first i dont think they even read it
i did not at any point mention anything about account recovery or any words to that affect
i mentioned the "verify email" prompt" not the same thing that suddenly started to appear
i.e. had to go to my other email to get a "code" and enter that to log in
seems rather simple issue to me
account recovery i believe would be if i cant log in ( not the issue) forgot password or something like that

Sincerely,

***** *****
Business Response
Date: 07/15/2025
Dear ***** *****,
We apologize for any misunderstanding regarding your current issue. To help resolve the problem, please follow these troubleshooting steps:
Update Security Info: Make sure your recovery email and phone number are both current and confirmed.
Adjust Two-Step Verification: Enable trusted devices or, if needed, temporarily disable two-step verification to see if this resolves the issue.
Use Keep me signed in: When logging in, select the Keep me signed in option and ensure your browser settings allow cookies to be retained.
Clear Cache or Try Another Browser: Clear your browsers cache and cookies, or use a different browser to attempt signing in.
If you continue to experience issues, please refer to the following resource for additional support:*******************************************************************************************************************************************************************************
We appreciate your patience and are committed to assisting you further if needed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/15/2025

Complaint: 23540602

I am rejecting this response because:
scripted non answerer replies
this issue that i have and i would guess many other perhaps
happens in both the microsoft edge ( that is your browser you make) and firefox browser ( not one you make)
not surprising as there have been reports of server and other issues with your systems reported in last few weeks
unable to sign in and get get past that message
Sincerely,

***** *****
Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am facing a technical issue with my system which will not remediate through the normal Windows Update hub. I've exhausted all technical solutions except for updating to Windows 24H2 which I CANNOT due to a firmware incompatibility issue with my m.2 SSD WD SN770. I've gone through the dashboard and updated the firmware as needed. I am simply seeking the Windows 23H2 build ********** ISO in order to repair my Windows image. I reached out to general technical support who said Microsoft only supports the latest build. This "policy" in light of the current issue I'm facing is egregious and uncooperative. Why am I not able to retrieve a previous legit image ISO from Microsoft directly to assist in self-troubleshooting my issue.The attached script in TEXT format for safety concerns, outlines all I've done to the following issue:- Windows cumulative and security update items in the Windows Update hub hang at "Downloading - 0%"- - I've reset the BITS service.- - Restarted the BITS, wuauserv, cryptsvc, msiserver and appidsvc - - Deleted the qmgr*.dat files in %ALLUSERSPROFILE%/Application Data/Microsoft/Network/Downloader - - Renamed the SoftwareDistribution and catroot2 folders.- - I performed a comprehensive re-registration effort to remediate this issue. covered a wide range of core Windows components, ActiveX controls and COM objects (atl.dll, oleaut32.dll, ole32.dll, actxprxy.dll), Internet Explorer and web technologies (urlmon.dll, mshtml.dll, shdocvw.dll, browseui.dll, jscript.dll, vbscript.dll, wuweb.dll, muweb.dll, wuwebv.dll), XML parsing (msxml.dll, msxml3.dll, msxml6.dll), scripting (scrrun.dll), shell and user interface elements ************, wucltui.dll, wucltux.dll), security, cryptography, and certificates (softpub.dll, wintrust.dll, dssenh.dll, rsaenh.dll, gpkcsp.dll, sccbase.dll, slbcsp.dll, cryptdlg.dll, initpki.dll), Windows Update components (wuapi.dll, wuaueng.dll, wuaueng1.dll, wups.dll, wups2.dll), and (BITS) (qmgr.dll, qmgrprxy.dll)
Business Response
Date: 07/09/2025
Dear *** Zu,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/12/2025

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,

*** Zu
Initial Complaint
Date:06/30/2025
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 attempted to login to my Hotmail account from over 15 years of inactivity. I entered the correct password, but Hotmail, which is now outlook asked for arbitrary information that is impossible to pull credit cards from 15+ years ago I want nothing more to regain access to my Instagram account, but I temporarily deactivated while I was in the military. Before deactivating, I did not update my email because I did not expect Hotmail to block any incoming login attempt and not offer remedy when 20 year old Information was not available.
Business Response
Date: 07/09/2025
Dear ***** **********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.

Please visit ***************************************; to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/10/2025

Complaint: 23537835

I am rejecting this response because:

this is exactly what I filed a complaint about arbitrary information that I gave in high school ****************************************************************** jump through hoops to get access to my old account. Is this normal or targeted for being Hispanic? regardless of its nature Im not going to have a credit card my mom let me use in 2009 or whatever silly requisites there are. I served for ten years and didnt log in, but the site even showed that I put in the correct password, but you guys blocked it

Sincerely,

***** **********
Business Response
Date: 07/17/2025
Dear ***** **********,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

We understand how frustrating this situation must be, and we truly appreciate you taking the time to share your concerns. However, in order for us to take any action, we must first verify that you are the rightful owner of the account. The only way to do this is by completing the Account Recovery Form (****).

Please visit the following link to begin the recovery process:
**********************************

This form allows you to submit information that helps us confirm your identity. You may submit the form up to two times per day, and we recommend including any details you havent previously provided to improve the chances of a successful recovery.

If you are able to validate ownership through the **** process but still cannot access your account, please contact us again so we can assist further. However, if the **** form does not confirm you as the account owner, we regret that we will be unable to take further action.

Thank you again for your understanding and cooperation.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/17/2025

Complaint: 23537835

I am rejecting this response because:
this system is lacking any form of manual review request or appeals.
I entered my password correctly but an arbitrary system now says I have to jump through hoops to get my old account back. Providing information from 15 years ago that Im not going to have.
This is why Manual review is absolutely necessary

someone has authority to override that system.

Sincerely,

***** **********
Initial Complaint
Date:06/30/2025
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.
STARTING JAN 2024, I HAVE BEEN CHARGED EACH MONTH FOR THEIR GAMING PASS. I DO NOT EVEN OWN AND XBOX! WHEN I LOGIN INTO MY MICROSOFT ACCOUNT, IT DOES NOT EVEN SHOW UP IN THAT SECTION. FROM JAN 2024 TO SEPT 2024, I HAVE BEEN CHARGED (18.52/MONTH = ******). FROM OCT 2024 - JUNE 2025, I HAVE BEEN CHARGED 21.79/MONTH = ******. AGAIN...I DO NOT OWN AN XBOX! SUPPORT HAS BEEN HORRIBLE IN TRYING TO RESOLVE THIS! I WOULD LIKE A REFUND..BECAUSE AGAIN, I OWN A PS5 AND NOT AN XBOX
Business Response
Date: 07/08/2025
Dear ****** *****,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your concern. Please use the tool below to review charges on your Microsoft accounts. With this tool, you can report any issues and request a refund for orders within 90 days, according to Microsoft's refund policy.

Link: *********************************************************************************************************************************************************************

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/30/2025
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.
May 25, 2025 - Purchased Microsoft Laptop online Order # ********** May 30, 2025 - received item and determined it did not meet needs May 31, 2025 - sent the item back with Microsoft provided *** label 1ZW8597X9029671859. The machine was new, and repacked in original box with all components and accessories.June 4, 2025 - proof of delivery from *** June 11, 2025 - contacted Microsoft to inquire about refund and was told ***** more hours (note: Microsoft website states that refunds are processed in 4-5 business days)June 27, 2025 - spent 2+ hours trying to reach the right person and was eventually given a case number and told there's an issue with the Microsoft system and that's why they can't process my refund. Microsoft is the 2nd largest company in the world. They can't figure out how to send me a refund? Also worth noting that I bought another, more expensive machine on May 31, 2025. Order # ********** June 30, 2025 - still no refund so time to contact BBB
Business Response
Date: 07/09/2025
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 7080945068.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/10/2025

Complaint: 23536805

I am rejecting this response because: THE REFUND HAS STILL NOT BEEN PROCESSED. IT HAS BEEN UNDER INVESTIGATION FOR A MONTH. This is not an isolated incident. There are many posts on the **** community where this is happening to others as well. It's sad to see this from such a revered company.

Sincerely,

*** ********
Business Response
Date: 07/17/2025
Dear *** ********,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your device matter.

Following your complaint and service request #**********, we escalated your case to our Tier 3 Support Team for further review. According to our records, our representative ****** reached out to you on July 9, 2025, to request additional information about your device.

Were pleased to confirm that, as requested, a refund of $1,840.24 USD has been successfully processed to your **** card ending in 2075. ****** also provided you with all relevant details regarding this refund. While most refunds are typically reflected within 72 hours, please note that depending on your financial institutions policies, it may take up to 30 days to appear on your statement.

We have double-checked this information for accuracy. If you require further clarification, we recommend contacting your bank directly for additional details.

Thank you again for your patience throughout this process.

Sincerely,

Microsoft Corporation

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