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

5,280 total complaints in the last 3 years.
2,078 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:05/25/2025
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.
---------- Forwarded message ----------From: ****** *** <*****************************>To: ************************************: Bcc: Date: Sat, 24 May 2025 08:48:16 -0400Subject: Auto BillingI was charged last year 5/24/2024 $99.99 and again 5/24/2025 $129.99 for a service I don't use. In addition I am billed $7.20 each month. I do not use and have not used your program.. Please credit my account for this latest charge and stop billing me $7.20 monthly. My billing reference is *****************
Business Response
Date: 06/03/2025
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.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/25/2025
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've been blocked from my microsoft email which has important information and is connected to alot of accounts that i now can't access tried going through recovery been denied 4 times despite answering all questions got ahold of customer support and while I'm explaining my issue they hang up on me and now can't get in contact with anyone
Business Response
Date: 06/04/2025
Dear **** *********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we regret to inform you there's no further assistance we can provide as our account recovery form is our established procedure to regain access to an account. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures.

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:05/25/2025
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.
The services I subscribed to no longer work, costing me additional time and effort to accomplish business tasks. There are no live tech support agents and I am just directed to online forums that do not have the solution to my problems. I haven't found a way to report a bug either.Technical: O365 (product) disables all macros (.xlsm) files online. O365 saves my files to OneDrive (product) which is online. I can no longer run my macros which is part of why I justified paying the subscription cost of O365 as this is an important product feature.
Business Response
Date: 05/30/2025
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 **********.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 06/01/2025

Complaint: 23375650

I am rejecting this response because: Microsoft created a ticket and immediately closed it (see the only attached correspondence I have received from them regarding this issue). I received no contact, no support, and not even a way to view this ticket. The issue still persists and this level of service is frankly unacceptable.

Sincerely,

******* J. ******
Business Response
Date: 06/11/2025
Dear ******* ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request #**********, we see that our Tier 3 advocate, ******, has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution. If you have any additional questions or concerns regarding this issue, please email ******************************************* with the Service Request #**********, and ****** will be sure to reach out to you. For future issues, please visit **********************************.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/25/2025
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.
Ive been locked out of my Xbox/Microsoft account for over three weeks with no resolution or real response from support. I lost access to the Microsoft Authenticator app linked to my account, and I no longer have my recovery code. I submitted a support request and an account recovery form, but I have not received a meaningful response or escalation.I have proof that I set up Microsoft Authenticator on April 4, 2023, at 6:48 PM EST, with a confirmation email from Microsoft (which I can provide). This clearly shows I had access to the account at the time. If that is not sufficient proof, I am sure I can find something else, or a collection of items to help prove my ************ account is tied to years of digital purchases, including Xbox Live/Game Pass subscriptions and games. Im unable to access content Ive paid for.Ive made multiple attempts to get help through the normal Microsoft support channels, including the account recovery form and chat-based support. No one has followed up or escalated the issue. I am the rightful owner of this account and am simply asking to have access restored or to speak to someone with the authority to help.Please escalate this to someone who can verify ownership and assist with account recovery.
Business Response
Date: 06/04/2025
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/23/2025
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 had a terrible time with Microsoft Outlook. I started having unusual problems with my email and messaged the Escalations Team, as I had a prior ticket. They did not respond. About a month later, after logging out, I went to log back in and received the error that my account does not exist. The customer support was horrible and just gave me generic info, saying my account was gone and refused to escalate the case, stating I needed additional case numbers. Additionally, they said they could not verify my account since it did not exist. I spend hours trying to get help unsuccessfully. I noticed that my account was accepting emails and was active on my iPhone mail app. I reached out to another agent, who said they would get me to accounts that were simply a link to self-help articles. I told him many times that the link did not contact me to anyone and he would not listen to me. I need to know what is happening to this account from a US based agent.
Customer Answer
Date: 05/27/2025
Hello,
You can close out this complaint. I was able to resolve it without intervention. Thanks.
Initial Complaint
Date:05/23/2025
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 pay for Office365 every year and I have been for many years. All of the sudden I could not use my credentials to sign in on line, or their apps. I am thus locked out of my work and my appointments. I am now going on my 4th day of lockout. I cannot find a human to help me fix this problem. Every phone number I find tells me to go to website which I can not sign into. after the phone call tells me to go to website it disconnects. I cant find an email address at all. this is the worse customer service I have ever experienced. It is stressful to because I fear I will never be able to retrieve my work that I have stores in their website.
Business Response
Date: 05/30/2025
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
Initial Complaint
Date:05/23/2025
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.
My microsoft account was stolen, everything changed, and even after providing evidence that the account was breached and is mine, they decide not to waste their time with it and just basically tell me to just buy a new one, thanks to that I lost my minecraft account of 11+ years and thousands of hours spent on that game, they didn't even offer to just transfer the rights to any other accounts that I own, so basically all my progress gone forever.
Business Response
Date: 05/29/2025
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: 06/06/2025
My case number is 23368453

Hi, sorry for the late reply.

No my case wasn't resolved with them they basically told me the same thing, they keep saying the microsoft account is lost but they have the power to transfer the minecraft account to a new one., atleast that way I can recover minecraft account.
And what's funny is the same response I got from them is the one I got before I contacted the *** is almost liked it's auto generated.

At this point I'll be surprised if anything even happens.
Business Response
Date: 06/16/2025
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.
Dear *********, you are receiving the same response not because this is an automatic reply, but because we have explained that the **** form is the only method to regain access to your account.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/22/2025
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 hotmail email account got hacked about 5 months ago. That email account has most of my life on it. It is the primary email i have used for all account verifications on various apps, platforms, and websites. I lost access and attempted to recover it only to have it locked completely. I have been through h*** with Microsofts help line attempting to recover the account only to be driven around in circles each department handing me off to someone else and nothing getting done. It has been months and now my identity has been stolen and i am attempting to recover what portion of my life hasnt been co-opted by the hackers that did this. Microsoft has been no help at all and i have switched to Linux at this point.
Business Response
Date: 05/30/2025
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: 05/30/2025

Complaint: 23365395

I am rejecting this response because: I have already sumbitted my recovery form over 5 times to you with no response. I will be contacting a lawyer and we will be in touch soon!

Sincerely,

******* *****
Business Response
Date: 06/13/2025
Dear ******* *****,
We appreciate your patience as we work to resolve this matter. At this time, we are unable to verify that the required form has been submitted. Could you kindly confirm the specific account affected, so that we may proceed with a thorough investigation and assist you further?
Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/22/2025
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 have a Micorosoft 365 account for an old computer and it has an annual subscription for $99. The old computer I cannot access. I recently got a new computer and tried to log in but don't remember the user name and I tried to look up the account to no avail. I tried contacting customer support by phone but keep getting referred to online or online chat and am not allowed to talk to a actual or real person.
Business Response
Date: 05/29/2025
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: 06/02/2025

Complaint: 23364990

I am rejecting this response because: Why do I have to do everything online? Why can't Microsoft provide a phone number to talk to a live agent and have them look up my previous account/subscription and cancel it? If Microsoft is not going to provide a phone number or make it easy to cancel a subscription, then they should use CCBill or Epoch which makes cancelling a subscription easy and you can receive phone support by a live human that can look up the information even from the information on the bank/credit card statement.

Sincerely,

***** *****
Business Response
Date: 06/12/2025
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
Initial Complaint
Date:05/22/2025
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 have been blocked from my hotmail for no apparent reason since March 24, 2025. I have been trying to recover it with their recovery form daily and it keeps getting rejected. They want information from my email that I cannot access because they blocked it. I have talked to a chat and they gave me some information on how to answer the recovery questions but it did not work. I have sent them messaged to unblock it and they reject it. I have personal information in my hotmail that I need. I have spent hundreds of dollars on my Xbox through Microsoft and cannot access the Xbox because it's attached to my hotmail. This is unacceptable and very frustrating.
Business Response
Date: 05/30/2025
Dear ******* ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we regret to inform you theres no further action we can take regarding this case as the account recovery form is our established procedure to regain access to an account. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures.

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/30/2025

Complaint: 23364726

I am rejecting this response because:
I have tried multiple times since March 24th to resolve it their way through the repeated questions they want me to complete. I know the answers are 100% correct yet they still won't give me access to my account. There is no reason it should be this difficult to get my password changed so that I can access my email. Their policy for this is unacceptable

Sincerely,

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

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