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: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
Initial Complaint
Date:06/30/2025
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.
**** ban does not violate community standards, most have no explanation either previously.
Business Response
Date: 07/08/2025
Dear ****** ******,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. After reviewing your complaint, we found that the suspension is for 22 days and will end on July 20th. Only the Xbox enforcement team has the authority to lift bans, so please contact them using the link below for more details: **********************************************

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,

Microsoft Corporation
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.
Long story short, xbox banned my account that I have spend thousands of dollers on, and they banned my account for a full 1 year and Ive done nothing wrong, so Im looking to get my account unbanned, they banned it and never told me why, I never did anything bad ever to anyone so Im very confused. Im looking to get my account unbanned, Ive called Xbox about this ***** times over this issue and they tell me the same story every time, sorry *** we have zero contact with anybody on the enforced team and nobody can contact them so situations like this happen all the time especially recently because theyve been using AI to scan the complains when people get reported. Not real people, so lots of people get banned all the time for stuff that isnt wrong at all. Theyve taken away all multiplayer privileges and have banned me from accessing multiple things that Ive spent hundreds and thousands of dollars on. You cant just take away peoples accounts that have thousands of dollars worth of stuff on there and not explain anything as to why and not give them the account back anytime soon. Im a completely innocent man who has done nothing wrong. Please help me out if your able too.
Business Response
Date: 07/04/2025
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 7080536594.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/14/2025
Yes the case involved case ID number ********

Is resolved thank you so much for helping have a good day u can close this case with Microsoft now
Initial Complaint
Date:06/29/2025
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 locked my account and it is causing issues with files that I had saved to onedrive. My industry certification. ******** and ********** both have issues. I would like them to provide access even temporarily so I can finish migrating away from them. ************************************* is down and not working ***************************** is up and working. I would like to hear from them and understand why they closed it.
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
Customer Answer
Date: 07/08/2025

Complaint: 23535435

I am rejecting this response because: I physically mailed a letter to Microsoft's legal department. They are affecting my professional certification as well as a software purchase. I've tried using Outlook Support with ***** and they are giving me the same response there. I'm losing software purchases because third party purchases are failing and this is an ongoing issue with medical appointments now.

Sincerely,

****** *****
Customer Answer
Date: 07/10/2025
Microsoft continues doing the wrong thing in regards to my personal privacy. They are not allowing us to manage our Office subscription, they're locking me out of my certification site, and there are third party sites that continue to not work correctly. I'm literally opening cases with every party in regards to the account being locked, but the steps provided from Microsoft continue to not work correctly.
Initial Complaint
Date:06/29/2025
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 woke up today to find my Xbox account of 15 years+ has been permanently banned. I believe this to be unfair and unjust i have never committed anything wrong they claim that i have done. I have now lost everything on my account, ***** spent both with money and with my time. I need this action to be revoked as i have been unfairly banned and this has affected my mental health to a great ordeal as i used my xbox to get away from my problems which i now cant do.Xbox Gamertag : AE Melody email : ************************
Business Response
Date: 07/04/2025
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 7080537413.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/04/2025

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,

****** ******
Initial Complaint
Date:06/29/2025
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 bought a surface laptop in Microsoft store online on May 31th, the order number is **********. I retuned it on June 4th and it was delivered back on June 10th, they told me I will receive the refund within 3-5 business days after that. I have contacted them many times after that but I still did not receive refund from them after such a long time. I need the refund from them.
Business Response
Date: 07/08/2025
Dear ****** *****,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your billing concern with order #**********.

We are pleased to let you know that a refund of $1,077.99 USD was successfully processed to your MasterCard ending in 3412.

According to our records, the refund was issued on July 1. Typically, refunds are received within 72 hours, but it may take up to 30 days depending on your banks policies.

We apologize for any inconvenience this may have caused and appreciate your patience and understanding during our review of this matter.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/08/2025

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,

***** *****
Initial Complaint
Date:06/28/2025
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.
My Microsoft Office 365 Personal expired within the last year, and I had my files in ******** over the last few weeks. Today, i went to go open those files, and I could not retrieve them because it says they have been deleted. I restored my OneDrive, and they are still not popping up. I need these files, as they have a few hundred thousand dollars of investments into each file from law school. I need those materials right away! Can I switch to a business account, and can I retrieve them? Can you please help? I hope its not anti-trust with Micrsoft, ******, ****, and DuckDuckGo against Sunak's varna/caste info. Today, I purchased Office Personal on 2 accounts that I have ****************** and ********************** and I still cannot get them. I've complained to the *** Anti-Trust as well, but I think that you should compensate me for your "hacking" and misfeanse and waste and wacking out my neurotransmitters with this stress.
Business Response
Date: 07/15/2025
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: 07/15/2025

Complaint: 23533012

I am rejecting this response because: I have not have customer service call me nor have my law school OneNote Notebooks restored from ********. They are worth hundreds or thousands to millions dollars because they are notes from my law school attendance and experience. I planned on using those notes for public service and other civic engagements, and possibly business.

Sincerely,

*** *****
Business Response
Date: 07/22/2025
Dear *** *****,
We understand how important your files and notes are, and we sincerely apologize for the inconvenience and distress this situation has caused.
After a thorough investigation of your recent case, weve confirmed that our tier 3 representative has communicated to you, that unfortunately,once content is deleted and purged from our systems, it cannot be restored.This includes files stored in OneDrive and notes saved in OneNote.
We recognize this may not be the resolution you were hoping for, and we truly regret any impact this may have had. We appreciate your understanding and thank you for bringing this matter to our attention.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/22/2025

Complaint: 23533012

I am rejecting this response because: I know its not purged until after 2 years per Microsofts policy in law. I also demand a refund or store credit of $200,000 which is how much its worth.

Sincerely,

*** *****
Initial Complaint
Date:06/28/2025
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.
In September 2024 my email was hacked ******************** I had my email since I started using the internet, the hackers had an IP address from *****, Microsoft is worthless I will give them 0 stars if I could they continue saying to fill the recovery form I did it many times the problem the hacker changed my phone number so even if I fill out the recovery form Microsoft wants to send me a verification code to my phone but they send it to the hackers phone my phone number is ********** the hacker has a phone number from ***** I am not in ***** I am in ******** my prior address was ********************************* I purchased games in various websites that are connected to my email so I can't retrieve them thanks to the lack of help from Microsoft I lost all my save information, pictures and my bank was hacked and my identity stolen, I will take them to court if they do not help with this and recover my identity I took screenshots of the changes made to my account, I enclosed them in this complaint they let the hacker do the changes with no verification if I really was the owner, I am going to take Microsoft to court because they helped the hackers steal my identity. I don't want any forms I want an actual person to respond or we will see ourselves in court, this is my last warning.
Business Response
Date: 07/04/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form(s)and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (************************************). 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:06/28/2025
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 trying to download a Windows 11 ARM ISO to run in a Virtual Machine on my Mac, and get this error:"We are unable to complete your request at this time. Some users, entities and locations are banned from using this service. For this reason, leveraging anonymous or location hiding technologies when connecting to this service is not generally allowed. If you believe that you encountered this problem in error, please try again. If the problem persists you may contact Microsoft Support Contact Us page for assistance. Refer to message code 715-123130 and b6753aee-2207-43e4-877b-37ac156ca47c."Could you please unblock us?My IPv4 address is *********** and IPv6 block is ***************. These IP blocks are ONLY used by us and are NOT a public proxy of any sort. These are addresses given directly to us from ARIN (who assigns IP addresses in the **) as opposed to an ISP like ******** The same IP assignment method is also done by large companies like ******************************** and the US government.
Business Response
Date: 07/04/2025
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 7080526855.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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