Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,667 total complaints in the last 3 years.
2,347 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:06/26/2025
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.
On June 18, 2025, Micrsoft wrongfully charged my credit card for services I did not request.
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

Complaint: 23525138

I am rejecting this response because: It is simply a start. I want to see the results of Microsoft's investigation.

Sincerely,

******* *****
Business Response
Date: 07/16/2025
Dear ******* *****,
Our executive escalation agent made several attempts to contact you via email and phone between July 11 and July 16 in order to gather the necessary information to assist with your issue. Unfortunately, we were unable to reach you. In accordance with our standard procedures, your case has been closed.
Should you wish to continue pursuing this matter, please reply to the most recent email sent by our team, or you may also contact your financial institution to dispute the charges.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/16/2025

Complaint: 23525138

I am rejecting this response because: Microsoft made no attempt to contact me by e-mail. I never got an e-mail from Microsoft about this matter.

Sincerely,

******* *****
Business Response
Date: 07/29/2025
Dear ******* *****,
We have seen that an agent has communicated with you via email.
One of our Customer Support agents has been assisting you with this issue since July 16, and your case is still a priority. We are currently reviewing the information you've provided. If we need any further details to complete our investigation, we will contact you directly.
Thank you for your patience. We will update you as soon as we have more information.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 07/29/2025

Complaint: 23525138

I am rejecting this response because: It just says Microsoft is working on it. There is no resolution to the matter.

Sincerely,

******* *****
Business Response
Date: 08/08/2025
Dear ******* *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing concern.
Wed like to confirm that you have been contacted by one of our Executive Support agents, who reviewed your case and sent a detailed response on August 6, 2025.
After investigating the charge in question, we found that it was subject to a chargeback initiated through your financial institution. Because of this, we are unable to process a refund directly on our end. As previously advised, we recommend continuing to work with your bank or card issuer, as they are best positioned to assist you with the status of the dispute.
We appreciate your understanding and thank you for bringing this matter to our attention. If you have any additional questions or concerns, please feel free to reply to the Executive Support email sent on August 6.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/08/2025

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,

Preston Burch Particularly since Microsoft admitted it improperly charged my credit card. Microsoft is one of the worst businesses I have ever encountered regarding customer service. ********************'s customer service is beyond horrible.
Initial Complaint
Date:06/26/2025
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.
Hello,I hope this message finds you ******* Microsoft account was suddenly locked and upon submitting a reinstating form to the company, I was informed that my account was locked due to violating their privacy policies on Skype and the ticket was unilaterally closed without any explanations as to which policy had been violated and how. It was only mentioned in their email that the violation was confirmed and their decision was upheld (without any hint as to which policy) and the fact that if I disagreed with their decision, I needed to submit another request. I submitted the second form and received the same answer verbatim even though I had requested to be provided with some information on the violated policy, and how it had been violated. Upon the submission of the third request, they completely blocked all communication coming from my email address tagging it as being tied to a suspended account. In my communications, I explained the matter to them to the best of my ability mentioning that the last time I had used Skype had been almost 2 years prior the suspension of my account. I also mentioned that rarely did I use Microsoft services other than Office365 and logging in to my account on Windows machine (laptop). I had also mentioned that I had never used any VPN, and I didn't even have the Skype app installed on my phone or on my laptop since almost two years ago. I even tried to call their customer service but the bot directed to a website where I could submit a request. This is not a fair and professional way of treating customers, and I am requesting my account being reactivated by them.Thank you!
Business Response
Date: 07/02/2025
Dear Sayedmohammad ********,
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: 07/05/2025

Complaint: 23525114

I am rejecting this response because:
In the response provided by Microsoft, they have asked me to provide them with the information necessary to confirm I am the rightful owner of my Microsoft Account by visiting ****************************************;
I have submitted that form three times in the past few days and I received the same automated message in a couple of minutes after submission, mentioning that the provided information was not sufficient for them to validate my account ownership. This is the same type of issue that convinced me to contact BBB in the first place.
In the form above, they ask about paid Microsoft services that I have used, my address, and the last 4 digits of the credit card tied to my account as well as other Microsoft services that I have recently used (with only 3 options: Outlook, Skype, Xbox neither of which Ive used over the past two years). If they cannot verify the ownership of my account with my credit card information, how can they do that?
The fact that makes it even more painful is that they charged the same credit card for $105.99 on July 1, 2025 while my Microsoft account was suspended. In other words, they charged a suspended account, for services not rendered, and while they had blocked all the communications coming from the owners email address, and now they are saying they cannot verify the ownership of the same account! This is unacceptable and unfair, professionally and legally.
I have already submitted my credit card information to Microsoft through the form above. The reference number of the July 1 transaction is ***********************.

Sincerely,
Sayedmohammad ********
Business Response
Date: 07/11/2025
Dear Sayedmohammad ********,
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.

As for the charge we have refunded the full $105.99 of the unauthorized charge,note that refunds typically take between 1 and 10 days to reflect on your account, if it doesnt show please contact your financial institution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/15/2025

Complaint: 23525114
I am rejecting this response because:
I acknowledge Microsoft's action in refunding the $105.99 charge. However, this only resolves a secondary issue and does not address the primary reason for my complaint. The core problemthe reactivation of my suspended accountremains entirely unresolved.
Microsoft's response is unacceptable for the following reasons:
1) The Proposed Solution Is a Failed Process: Microsoft continues to direct me to their automated account recovery form, stating it can be submitted up to twice daily. I have followed these instructions and submitted the form multiple times. This process has proven to be a dead end.
2) Escalating System Failure: The failure of this required process is escalating. My previous submissions were met with unhelpful automated rejections. My latest submission, sent on the evening of Friday, July 11th, shows a complete breakdown of the system. The form promises a response within 24 hours, yet by Tuesday morning, July 15th, significantly more than 72 hours will have passed with no response at all. This is a direct violation of their own service promise and proves their required process is completely unreliable.
3) There Is a Clear Contradiction in Verification: Microsoft's central claim that they "cannot validate" my ownership is directly contradicted by their own recent actions. They successfully used the transaction reference number I provided in this complaint to locate my account and process a financial refund. It is illogical to claim they can validate my identity for billing purposes but not for account recovery purposes using the same verifiable information.
Simply repeating the directive to use a failed and non-responsive automated system is unacceptable.
Desired Settlement:
Having been blocked by a bot on the phone and failed by the automated online forms, escalation to a person is the only path remaining. My desired settlement remains the same: the reactivation of my Microsoft account.
To achieve this, I demand that my case be escalated to a human support agent or a senior team that can manually review my identity. I have already exhausted every automated process as instructed and have provided key evidence (the transaction ID) linking me directly to the account. I am prepared to provide any other reasonable proof of identity to a person to resolve this.

Sincerely,
Sayedmohammad ********
Business Response
Date: 07/28/2025
Dear Sayedmohammad ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
We understand your frustration with the automated recovery process and the delays youve experienced. We have reviewed your submitted account recovery form(s), and unfortunately, the information provided was not sufficient to validate you as the rightful account owner. For security reasons,Microsoft support agents do not have access to override or manually approve account recovery requests.
Your only method to regain access to the account remains through the account recovery form:
**********************************

You may submit the form up to twice per day, and we recommend including any information not previously submitted to improve your chances of success.
Regarding your concern about the refund: we were able to process a refund using the transaction reference number you provided. Please note that billing verification and account ownership verification are separate processes governed by different security protocols. While a transaction ID can help locate a payment, it does not meet the criteria required to confirm full ownership of a Microsoft account.
We understand this is not the resolution you were hoping for, and we sincerely regret the inconvenience this has caused. If you have any new information that may help with the recovery process, we encourage you to include it in your next submission.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/28/2025

Complaint: 23525114
I am rejecting this response in the strongest possible terms, as it represents a complete failure by Microsoft to resolve this issue in good faith.
Microsoft's position is based on three unacceptable arguments:
- Their Policy is the Problem: Microsofts core argument is that its own support agents are forbidden from manually helping customers. This is precisely why I escalated this issue to the Better Business Bureau. A company cannot use a flawed and rigid internal policy as a shield to deny a legitimate customer access to their account, especially when the automated system they require is demonstrably broken. I am not asking a support agent to break the rules; I am asking Microsoft Corporation to recognize that its rules have failed.
- Their Verification Standard is Illogical: Microsoft's attempt to distinguish between "billing verification" and "account verification" is a bureaucratic excuse. The fundamental fact is that Microsoft possesses highly specific, private financial information that links me directly to my accountinformation they have already used to act on my behalf by issuing a refund. Their claim that this powerful evidence has zero value in proving my identity is unreasonable and defies common sense.
- Their "Solution" is a Proven Dead End: Directing me back to the same automated form that has repeatedly failedand has been shown to be non-responsive in violation of its own 24-hour timelineis not a resolution. It is a stonewalling tactic.
I have cooperated fully. I have provided objective, verifiable proof of my identity. I have followed every one of their broken processes. Microsoft has now officially stated that its system has failed and that its employees are powerless to fix it. This is an unacceptable outcome.
Desired Settlement:
Microsoft has made it clear that its standard support channels are designed to be powerless.
Therefore, my final request is for the Better Business Bureau to facilitate an escalation of this complaint to a Microsoft corporate escalations team, an executive office, or another internal department that does have the authority to manually review my case.
The evidence of my identity is overwhelming. The failure of Microsoft's automated systems is undeniable. A human being with authority needs to intervene and restore my account.

Sincerely,
Sayedmohammad ********
Initial Complaint
Date:06/26/2025
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 have a Microsoft account I cannot access to use or close. I am being charged annually. The email address associated with the account is no longer active and I cannot access the email account. ******************** requires me to sign in with that email address. As I said the account is not active (I would need to change the password as I do not know what it is) I am unable to speak to a person.
Business Response
Date: 07/03/2025
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: 07/09/2025
I am responding that I was able to access my Microsoft account and cancel the subscription. I cant thank you enough!!!!!!!
Initial Complaint
Date:06/26/2025
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 pay for a business email monthly for Microsoft 365. I have been locked out of my email for two weeks. unable to log in or contact support. I have put in a ticket to receive help and i have not gotten a call back until days later. Once i got the call, i was after 8pm. The agent advised he would give a call back tomorrow and update the ticket but i never received anything. I put in another ticket this past sunday and haven't heard from anyone. I have called many times and requested to speak to someone. I am unable to send clients and customers emails because i have been locked out and the authentication app is not producing a code or notification. I am paying for something that my business depends on and i am unable to use it.
Business Response
Date: 07/03/2025
Dear Tayshiem ******,

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.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/26/2025
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.
I purchased Microsoft Complete for my Surface Pro 11 with OLED screen and keyboard (a $2,000 flagship device). A few months later, the screen was accidentally broken. I submitted the device for repair and made it clear that I wanted my original device repaired, not replaced with a refurbished unit. A Microsoft support agent confirmed this.When my Surface was returned, it had new issues caused by the repair itself: scratches, a screen gap, and debris under the screen. Microsoft acknowledged these damages were from their service center. I requested a brand-new replacement. Despite admitting fault, Microsoft denied the request and only offered a refurbished device. The appeal process took over a month, with minimal updates and long periods of silence, causing more frustration and uncertainty.What concerns me further is that this is beyond cosmetic damage. The screen gap and debris raise serious questions about the repair's craftsmanship and potential hidden/internal damage to the device, which I now no longer trust for daily use. Im a full-time physician assistant student and had to go without my laptop for over a month, including during critical exams and quizzes. I later requested the highest-grade refurbished replacement and a small goodwill gesture (such as an accessory or credit) to make up for the delay and hardship but received no reply.Ive been a long-time supporter of Microsoft. My family has consistently used Microsoft products, and I spent a great deal of time at Microsofts physical stores prior to their closure, experiences that strongly influenced my decision to purchase the Surface Pro 11. I trusted in Microsofts quality and ecosystem, and its extremely disappointing to feel ignored and underserved despite being a loyal customer, especially for a high-end device and premium protection plan.All I am asking for is a fair resolution: if new is not an option, a high-grade refurbished unit in pristine condition with no cosmetic flaws.
Business Response
Date: 07/03/2025
Dear ***** ***,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7080366565.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/08/2025

Complaint: 23523139

I am rejecting Microsofts response because no resolution has been proposed despite repeated communication and documentation on my part.

I filed my complaint with the BBB on June 26. Microsoft finally responded six days later, on July 2 at 11:53 PM, just minutes before the end of day, asking for standard background information. I promptly responded the next day, July 3, with a detailed email that included my serial number, service request history, and a thorough summary of the unresolved issues caused by Microsofts own repair team under my Microsoft Complete warranty.

Despite this, I did not receive a proposed resolution. On July 7, I received a generic acknowledgment that the issue would be investigated. Again, no resolution or offer was made. I followed up again on July 8, clearly stating my willingness to resolve the matter directly, but requesting a final answer before the BBBs 7 day response deadline. As of now, no offer or concrete resolution has been provided.

My case has dragged on for over 2 months now, during which I was left without a functioning device. This delay directly impacted my studies as a full-time physician assistant student in an accelerated program, where I had to rely on backup devices during high-stakes assessments. Microsoft admitted their repair introduced new damage, yet my requests for either a high-grade replacement or a brand-new Surface Pro 11 OLED have been repeatedly denied or ignored.

I am still seeking a resolution that reflects the extent of the hardship caused, specifically, a brand-new Surface Pro 11 OLED of equal configuration. As Microsoft has failed to offer or even discuss any resolution by the stated deadline, I must mark this complaint as unresolved and will be pursuing next steps.

Sincerely,

***** Kim
Business Response
Date: 07/14/2025
Dear ***** ***,

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

Following our review of your complaint and Service Request #**********, we have routed a support case on your behalf to our Tier 3 support team. According to our records, our Tier 3 advocate, ******, reached out to you on July 3, 2025. ****** requested information about your device, previous service requests, and other relevant details to better understand and assist with your case.

****** is actively investigating the matter in collaboration with multiple internal teams to provide you with the best possible resolution. He continues to work with you under Service Request #**********.

We kindly ask for your continued cooperation and patience throughout this process to ensure the most accurate and effective resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/20/2025

Complaint: 23523139

I am rejecting this response because:
As of July 18, 2025, I have formally filed a Small Claims Court case against Microsoft in the State of California due to the companys failure to provide a clear and fair resolution despite multiple opportunities and an admitted service error.
On July 17, a Microsoft Executive Escalations team member (****** *.) sent me an email offering a replacement device. However, the email was deliberately vague and failed to clarify critical details I had previously requested, including:
Whether the replacement would be brand-new and identical in model/specifications to my original purchase (Surface Pro 11 OLED).
Whether Microsoft would cover all associated costs, including potential accessories, return shipping, or restoration of lost value.
Whether there would be any compensation for the service delay, acknowledged device damage, or the academic hardship I experienced.
I promptly responded the same day (July 17) and formally declined the unclear offer, citing Microsofts failure to provide a resolution that would restore me to my original position. I clearly warned Microsoft that if no clear resolution was provided by July 18, I would pursue legal action. No response or acceptable resolution was given.
On July 18, I submitted my Plaintiff's Claim (SC-100) to California Small Claims Court. I served Microsoft on July 19 via **** with all required documentation. I will now allow the court to evaluate my evidence, which includes Microsofts written admission of service error, refusal to provide full documentation (chat logs, service records), and multiple delays that directly impacted my studies as a Physician Assistant (PA) student.
I have attempted in good faith for over 2 months to resolve this amicably through Microsoft Support, the Executive Escalations Team, and this BBB complaint. Unfortunately, Microsoft has chosen delay, denial, and vague responses over accountability.
Sincerely,

***** Kim
Business Response
Date: 07/31/2025
Dear ***** ***,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent support request (7080366565).

After reviewing your case, we can confirm that our Tier 3 advocate, ******, has been working with you to resolve the issue. ****** provided you with all the necessary information regarding a brand-new replacement as a resolution.

However, we understand that you declined the proposed resolution and indicated your intention to pursue the matter through a small claims court. As a result, we are unable to take any further action on this case.

Given this, we will be closing the complaint, as there are no additional steps we can take at this time.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/05/2025

Complaint: 23523139

Dear Microsoft,

Thank you for the response. However, I must correct several points for the record.
I did not decline a fair resolution. I asked for a reasonable outcome considering Microsofts own written admission of service error and the resulting disruption to my academic life.
The replacement offered was vague and lacked any guarantees regarding device model, cosmetic condition, or compensation for the extensive inconvenience, despite Microsoft acknowledging fault.
I have not refused to resolve this amicably; I simply requested a remedy proportionate to the damage caused.
Since Microsoft has now stated that no further action will be taken, I will allow the matter to proceed through small claims court as planned. I remain open to a resolution before trial.
Sincerely,

***** Kim
Initial Complaint
Date:06/26/2025
Type:Billing Issues
Status:
UnresolvedMore 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 Microsoft account was hacked, and the attacker changed all recovery and security information. I immediately contacted Microsoft Support and provided every piece of information they requested, including card numbers and dates, IP addresses, and other identifying data.The support team confirmed that there was unauthorized access and that my security info was changed. However, they refused to restore my account, citing internal policy. After that, they permanently blocked the account and did not offer any form of compensation.I believe this is a violation of consumer rights. I spent $250 on this account for digital purchases, and now *** completely lost access to them due to Microsofts weak account protect process anyone can change account data without confirmation codes sent to the email, unlike more secure platforms like Steam.Additionally, my account contained two digital products that are no longer available for purchase anywhere. This is not just an inconvenience its the loss of digital property that I cannot buy again. These were effectively collectible digital ******** asking for your help in restoring fairness in this case: either by recovering my account, or by providing a way to transfer or compensate for the lost digital content.
Business Response
Date: 07/02/2025
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: 07/02/2025

Complaint: 23522625

I am rejecting this response because: this method is useless. Microsoft directly states in the response letter that they will ignore my request because I allegedly enabled two-step verification for the account, although it was enabled by the attacker. Absolutely terrible service and a security hole that allows attackers to take over the account forever.

Sincerely,

***** **********
Business Response
Date: 07/09/2025
Dear ***** **********,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
To proceed, please visit ********************************** and complete the required form. This is the only way to recover your Microsoft Account. Once you have submitted the form, our team will manually review your information to confirm you are the rightful account owner. You can submit the form up to two times per day, and we recommend including any information you have not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/10/2025

Complaint: 23522625

I am rejecting this response because: I have already explained that this method does not work. Immediately after submitting the form, I receive an automated message stating that the request will be ignored. The same thing has just happened again. There is no indication of any manual review only an automatic rejection notice is sent.
Despite this, the representative continues to respond with boilerplate messages that do not reflect the specifics of my situation. It is clear that my concern has not been properly reviewed and is instead being dismissed with generic replies.

Sincerely,

***** **********
Business Response
Date: 07/16/2025
Dear ***** **********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issues. We have not received a submitted account recovery form from you. Without this information,we are unable to validate you as the account owner. As mentioned before, submitting the account recovery form (************************************) is the only way to regain access to your account. You may submit the form up to two times per day.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/16/2025

Complaint: 23522625

I am rejecting this response because: the form was filled out, evidence was provided in the pdf files of the response letter when filling out the form, the employee still ignores everything that was said to him. They simply lead you into an endless cycle from which you cannot escape. There is no personal assistance, the answers are automatic and there is no desire to solve the problem.

Sincerely,

***** **********
Initial Complaint
Date:06/25/2025
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 paid Microsoft for Office 365. They blocked my account and would not let me reset it, or contact me despite repeated requests. Either they should help me re-access my account or refund my money
Business Response
Date: 07/02/2025
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 submitting information that you have not previously provided. Once you have done this, kindly share the affected email address and the email you used to complete the **** form.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/03/2025
Hello,

Microsoft link does not allow me to access the account. I have tried this link before too.

Sincerely

******** ******
Business Response
Date: 07/10/2025
Dear ******** ******,

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

We understand that you have previously completed this form; however, we do not see any submission associated with your account. Please note that this is the only available method to regain access to your account. Visit ********************************** and provide the necessary information to verify your ownership of the Microsoft Account. You may submit the form up to two times per day, and we recommend including details you have not provided before. After submitting the form, please share both the affected email address and the email you used to complete the **** form.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/11/2025

Complaint: 23519874

I am rejecting this response because:
I filled the required form as advised for the 3rd time, but have not . The 2 e-mails addresses requested by Microsoft are
********************************* - (associated with Microsoft account)
****************************** - (alternate e-mail requested by Microsoft)
The message I received from Microsoft immediately after filling the form tells me that they will ignore my request. I am copying the message below -
It looks like you just used the Microsoft account recovery form (***************************************) to request a password reset for *********************************. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know.

If you're having trouble signing in, go to ************************************************************** reset your password using security info such as your phone, alternate email address, or authenticator app.

For more info about two-step verification, visit **********************************************************.

Thanks,
The Microsoft account team
Privacy Statement: ***********************************************************
Microsoft Corporation, One Microsoft **********************

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 appreciate the information youve provided and understand how important it is for you to regain access to your account. However, wed like to clarify that we are unable to take any action unless the account ownership is successfully verified through our system.

To proceed, please follow these steps:

Visit the official account recovery page: **********************************

Complete the form with as much accurate and detailed information as possible to help validate your identity.

If the system confirms you as the account owner but you still cannot access your account, please reply to us and we will be happy to assist further.

Please note that if the system is unable to verify your ownership through the **** form, we will not be able to take additional action. You may submit the form up to two times per day, and we recommend including any new or previously unsubmitted details to improve the chances of success.

Thank you for your understanding and cooperation.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/24/2025

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:06/25/2025
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 was charged $150.00 on 11/12/24 for an annual subscription. I was already being charged $12.50 for the monthly subscription. When I tried to resolved the issue with Microsoft they walked me through and a second subscription was accidently sent up. The second subscription was subsequently cancelled, however, I cannot get them to refund the 3 months of duplicate payments.
Business Response
Date: 07/01/2025
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 7080222968.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/09/2025
I missed the deadline. This has NOT been resolved. The Microsoft Escalation Team emailed me.
I have attached the correspondence with them. Let me know if I need to the attachments that I sent
with the email.

Thank you for your help.

***** ******
Business Response
Date: 07/16/2025
Dear ***** ******,
We have thoroughly reviewed your case and can confirm that the agent who contacted you on July 11 is actively collaborating with our billing team to ensure a satisfactory resolution. The agent will continue to reach out to you via email. Please monitor your inbox for further communications regarding your case.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 07/28/2025
This still has not been resolved. I am attaching the lasted correspondence with Microsoft.

Microsoft tells me that I should be receiving two separate refunds, however, as of this morning,
there isnt any pending or posted refunds from Microsoft. This has been going on for months.

They keep stalling and giving me the run around.
Business Response
Date: 08/08/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing concern.
Weve reviewed your case and can confirm that your refunds were successfully processed on August 6, 2025. Please note that depending on your financial institution, refunds may take up to 30 days to be reflected on your account.
If you do not see the refund after that time, we recommend reaching out to your bank or card issuer directly for further assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/08/2025

Complaint: 23517162

I am rejecting this response because:
I am still owed $126.16. There is a credit in my account for this amount, however, that credit WAS NOT refunded to me.

Sincerely,

***** ******
Initial Complaint
Date:06/24/2025
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.
Date of Transaction: June 18, 2025 Amount Paid: $159.00 Business Commitment: Microsoft committed to providing access to the Microsoft 365 Business Standard plan Nature of Dispute: I purchased a Microsoft 365 Business Standard subscription. After the purchase, I added my custom domain and that change changed my login email address. Since then, my account has shown as unlicensed despite full payment and I have been unable to use any of the Microsoft 365 services. I suspect the license lives under the original login that I no longer have access to. I contacted Microsoft support through chat on June 18 and was told to email ************************************************ for help within 2448 hours. I emailed on June 18, 20, and 24 with no response. I also emailed ********************************** on June 21 and 24. I messaged the Microsoft 365 ******** page on June 24 and initiated a second chat that same day. Still no resolution. Has the business tried to resolve the problem?No. Despite multiple attempts over several days, I have received no assistance or follow-up.Desired Resolution:I want Microsoft to locate my license and assign it to my current login or grant me access to the original tenant so I can assign it myself. I would like a dedicated support person to help with this. Additionally, I would like my first year of Microsoft 365 Business to be free due to the time lost and lack of support. I also request a refund for the Microsoft 365 Personal plan I paid for in April 2025, since I am upgrading to a Business plan.
Business Response
Date: 07/01/2025
Dear ***** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our business support to investigate this matter and work with you directly toward a resolution. You will be contacted shortly through the contact information provided.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/01/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and look forward to someone from Microsoft contacting me to resolve this.

Sincerely,
***** ********
Initial Complaint
Date:06/24/2025
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.
My computer was hacked through my Microsoft account and I have proof through my computer and the Microsoft account activity of signing in. I contacted Microsoft support and they attempted to revive computer but due to a storage driver issue it could not be ...they suggested to reach out to ******....but my concern is in the breach....and the proof that was found. I was promised a follow up by a security supervisor but did not get one ...instead I got an email saying my chat was lost and sorry....then I was called by some ****** who was disturbing to say the least. He wouldn't help me and refused to escalate my case even with the proof in front of us....and was just like a robot. This is wrong and I need help so maybe someone at Microsoft can learn from my computer and stop these criminals.
Business Response
Date: 07/02/2025
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 7080355306.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/17/2025
No concerns have been addressed in relation to the case. I reached out because my computer was hacked due to a Microsoft Account and I wanted to make a formal complaint as there is a great deal of evidence and information I need to relay with the proper Microsoft personnel. Not to mention I have a computer sitting like a brick which needs to be examined by Microsoft as well to which they have not addressed either.

Thank you, *******
Business Response
Date: 07/31/2025
Dear ******* *****,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent support request.

Following your complaint and the associated service requests (********** and SIR21472424), we escalated your case to our Tier 3 support team. According to our records, our advocate ****** reached out to you beginning on July 2, 2025, to request additional information related to the hacking issues you reported.

While ****** made multiple attempts to assist you, we understand that you preferred not to speak over the phone and did not provide the affected account details necessary to proceed with the investigation. As a result, and after several unsuccessful contact attempts, the case was closed.

We have double-checked our records and can confirm the accuracy of this information. If you would like to continue working with ****** and are willing to provide the required details, we encourage you to reply directly to the last email you received from him. At this time, we are unable to take further action unless we receive a response through that channel.

We appreciate your understanding and remain committed to assisting you should you choose to re-engage.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/31/2025

Better Business Bureau:

Whoever called me gave me no confidence they were from Microsoft or knew anything about my case. Of course i would like the assistance but to date i have NOT received any support to aid me in this case. I cannot just hit the accept or reject as this case has not been handled yet by Microsoft.
His response is acceptable but i need to have someone that is communicating the right information and willing to help with my hacked computer via a Microsoft Email Account. If that can be done than lets get on with it - but his response gleams over the reality of the situation. i received one call from some very vague person asking more information than he had that almost sounded like the hacker. And after having been hacked, lost a computer...had to cancel cards, make over 100+ new passwords longer than my arm...buy a new computer...and just alter my online behavior due their software vulnerability is reasonable to believe I would not simply start sharing personal information without someone having key points of contact BEFORE i supplied anything.if this can be done I would really appreciate it. As i am still in a critical state.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Microsoft is NOT a BBB Accredited Business.