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

5,667 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:06/18/2025
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.
Ongoing problem...Microsoft corporation is unable to help me. There is no contact information for support. I have been suckered into paying for additional accounts for Office, Family 365 and Microsoft Defender. None of which I can access. I want Microsoft to condense my purchases onto one account that I will be able to access. Every time I try to sign in, it loops me back into Microsoft Office purchase page. Microsoft Office, Family 365 and Defender is what I paid for and unable to use. They have me under four account users, two of which are inactive email addresses. ********************** **************************** ******************** and ************. Attached is a screenshot of the one time access codes they sent me. None of which got me into my account. Kept looping me back to purchase page.
Business Response
Date: 06/26/2025
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. This is the only way to regain access to your account and cancel the subscription.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/18/2025
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 perpetually invades my private property virtually. I do not contract Microsoft to assume control of my computer at anytime they want to stop me from working or using my private property. Yet, they assume control of my computer with pop **** updates, and gigabytes of bloatware I want NOTHING to do with. Whenever Microsoft invades my private property it costs me time and money. I do not contract with Microsoft and I have no agreement with Microsoft. I wish for Microsoft to leave me alone permanently. I am working on a Linux machine to rid myself of Microsoft's monopoly that they abuse on the American people.
Business Response
Date: 06/25/2025
Dear ******* *********,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. We have reported your issue, and you can also submit it yourself using the link below. You may include additional information if you wish.

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/17/2025
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've been trying to access my Microsoft account for over a year. Microsoft doesn't allow me to log in via the Authenticator as it gives me an error. I try to use my password, and it gives me another error. When I try to use their trash sign-in tool, it tells me to reset my password. I can't even tell you how many times I've reset my password. Literally none of their solutions works.If you try to contact them online via chat, you can't connect to a live agent unless you're signed in. Obviously, I literally can't sign in. If you aren't signed in, you get connected with their USELESS AI. It regurgitates the terrible information you find online. I tried posting on Reddit and no one knows how to get in. I've found hundreds if not thousands of other people having the same f*ing issue. I've spent hundreds if not thousands of dollars on this account and haven't been able to access any of the things I've paid for. If you try to call to get help, the garbage automated voice says they can't help with account issues. ******************** immediately logs your phone number and then hangs up on you if you try to call them again. This seems to be a MAJOR issue if they have coded the ability to track people's phone numbers, link them to account issues, and then automatically hang up on them if they call back. I would like access to my account, my money refunded, and unlimited access to Game Pass Ultimate.
Business Response
Date: 06/25/2025
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. After you complete the form, please provide the affected email address associated with the account, as well as the email address you used to fill out the **** form.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/08/2025
Please reopen my case with Microsoft. I've already tried that resolution multiple times before I submitted my complaint. It does absolutely nothing as no one ever gets back to me. This is a common complaint across the internet.
Business Response
Date: 07/14/2025
Dear ******* *****,

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

To recover your account, please visit ********************************** and complete the form with the necessary information to verify that you are the rightful owner of the Microsoft account. This is the only method available to regain access.

You may submit the form up to two times per day. We recommend including any details you have not previously provided to improve the chances of a successful recovery.

We understand this process may be frustrating, but it is the only method to restore access to your account.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/17/2025
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.
My controller was lost by USP and Microsoft said they would send me a free one but they lied and never sent it and they where looking into the lost one but 3 days and no contact form them
Business Response
Date: 06/26/2025
Dear ******* ******* Iii,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. After reviewing your complaint and recent service request **********, we note that our Tier 3 advocate, *******, is assisting you with this matter. Please continue to work with our agent, as they are helping you with updates on your replacement order. If you have additional questions, please email ******************************************* with Service Request #**********, and ******* will respond to you.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/26/2025

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,

******* ******* Iii
Initial Complaint
Date:06/17/2025
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 has no customer support to recover accounts outside of ai assisted forms that result in a loop of repeating steps. The phone line tells you to use the ai interface on the website that puts you back into a loop of repeating steps. I have no access to the content Ive paid for and no way to contact support to file my claim.
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 new 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 7080458853.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/17/2025
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.
Microsoft has responded with a generic, dismissive message that completely ignores the substance of my issue. They directed me to a support website and stated there are no service outages, which is completely irrelevant.Let me be clear:I purchased Rock Band digital content and DLC through the Xbox Store.The franchise has been abandoned by its developer (Harmonix, now owned by **********).All required instruments are discontinued and no longer available at a fair or reasonable price, rendering the content I purchased unusable.Microsoft continues to host and profit from this legacy content, despite knowing that it requires discontinued hardware and cannot be used by most customers.I am not asking for support with a technical issue or service outage. I am asking for consumer protection for paid digital goods that are now functionally useless through no fault of the customer.On top of that, ********************* customer support has been completely unhelpful. I have been unable to speak with a real human being about this issue only routed through automated responses and unhelpful AI-generated messages. There is no clear escalation path, no accountability, and no way to resolve this through normal channels.I am requesting either:A full or partial refund An Xbox account credit Or a formal resolution acknowledging this issue and the loss of value tied to unsupported third-party hardware If this is not resolved appropriately, I will escalate the matter to the *** and my state attorney general, as this represents a broader issue of accountability for digital content sold through a platform that fails to protect or compensate its customers when that content becomes inaccessible.
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 Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7080346787.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/02/2025

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:06/17/2025
Type:Sales and Advertising 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'm having trouble with contacting a Microsoft representative. I lost access to my Microsoft account that I've had for over a decade and it's very important to me that I get it back, I would like to be able to speak with a Microsoft representative to resolve the issue please. They can get back to me with the given email and phone number. Thank you for your time
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 new 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 7080458494.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/03/2025

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:06/17/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 5/30, I placed an order for a Microsoft Surface Laptop for $2,380.24. Originally, the order had an estimated delivery date of 8/12. However, on 6/10, I received an email from Microsoft that stated that the laptop would actually be delivered on 6/13. On the 6/13, I checked the order status to get an idea of a delivery window, but when I went to the "My Orders" page it said that the order had been cancelled. I did not receive any notification of this and the only communication I had received from Microsoft (other than the confirmation of the original order) was the earlier delivery date email. I called Microsoft support and was informed that they had contacted my bank to approve the transaction and did not receive a response so they cancelled the order. However, when they emailed me with the case number/info, they said that it was cancelled due to a "lack of stock" (which is frustrating given that it was available on their website when I ordered it and they told me it would be delivered sooner than expected). I also contacted my bank and they were not aware of any authorization request.I finally received the actual notification that my order was cancelled today (6/17), where "stock unavailability" was cited as the reason. They also mentioned that they "dont have any future stock planned for this item," which again is frustrating since it has been listed as available on their website. Additionally, they gave me $50 in store credit as compensation. This is another point of frustration as I decided to place another order for a Microsoft Surface Laptop again (same model just a different spec) this morning. I was credited the store credit exactly 7 hours and 15 minutes after making the second purchase, meaning that that store credit is essentially useless (and frankly seems timed to avoid having it be applied to my new order). Lastly, when I checked with my bank about this current order, they also had no approval requests.
Business Response
Date: 06/24/2025
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.

We will monitor your support case through resolution.

If you have any further questions or concerns about this matter, please email ******************************************* and include Service Request #**********. ****** will follow up with you. For future support, please visit **********************************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/24/2025

Complaint: 23481617

I am rejecting this response because:
While you noted that you have a customer service *** working on my case, I have received 0 communication from Microsoft support. I spent most of Thursday 6/19 calling Microsoft support over and over again because I was hung up on by multiple ***resentatives, once after one supposedly went to look for a supervisor for an hour. I was told that a supervisor was not in and that I would be contacted by one ****. I received no such communication and when I reached out again on Friday 6/20, I was told that I would be called by a supervisor within hours (which also did not happen). Since then, there has been no communication. I do not have hours and days to waste on trying to get a hold of a supervisor or get any help on this issue. This has been extremely disruptive and frustrating, and I am owed actual communication and significant compensation. Please actually communicate with me if you want this to be resolved.
Sincerely,

****** ***
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 and recent service request **********, we note that our Tier 3 advocate, ******, has been assisting you with this matter. Upon review, we can confirm that the case was closed after our agent explained that the Surface Laptop with Copilot+ PC order was canceled due to stock unavailability, and no future restock is planned. ****** notified you via email about the cancellation and the offer for $50 credit to your Microsoft Account Balance for future purchases.

If you need any additional assistance, please reply to the most recent email from ******. Based on the information provided, we will be closing this complaint as no further action can be taken regarding this case.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/17/2025
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 May 22, 2025, I ordered a refurbished ** ******* from ************************. When initially setting the device up, I discovered it was defective. After several calls with support failed to resolve the issue, I was given the option to return the device and receive a replacement. The sales associate said in order to get the replacement immediately, they would have to charge me for the second device, but would refund the original device cost ($972 + tax) within 3-5 business days after it was returned. I returned the original device on May 27. It was received at the return processing facility in *******, **, on June 3. The tracking information, which is linked on ** and available separately via *** verify this. After I did not get a refund in the promised time, I called Microsoft again. After waiting on the phone and being hung up on once, I finally got to talk to an associate who said she was "escalating" my case. I was told I would receive a refund within 5-7 days. I did not receive the refund, so I called again to ** and again had to deal with their system hanging up on me multiple times. I asked the sales associate to connect me with a supervisor. She said she had just received an email saying they were still investigating and would have an answer on my case in 24 hours. I said that was unacceptable and asked to speak with her supervisor. She put me on hold. Then I was hung up on. I called back. Was placed on hold again. Hung up on again. The device has been returned and in Microsoft's possession for two weeks. Not returning my money at this point feels criminal.
Business Response
Date: 06/27/2025
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: 06/27/2025

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:06/17/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
on 15JUN2025 I upgraded windows 10 to windows 11 and Microsoft would not active the windows so I am now stuck with windows with limited capabilites. **************** hung up several times and then lied and said they called me when they did not. and then refused to help me or elevate my trouble ticket to the next level. They want me to purchase another license worth 189 dollars. they have wasted my time, cost me money, and provided terrible customer service.
Business Response
Date: 06/26/2025
Dear **** ******,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/09/2025
I apologize for not responding sooner, my work does not allow me to respond as often as it appears to be required. I have not had my issue resolved and I am not satisfied with their interaction.
Business Response
Date: 07/16/2025
Dear **** ******,
We have reviewed your case and can confirm that a member of our technical support team has reached out to you via email. At your earliest convenience, please respond to the representative's email and provide the following information to assist us in scheduling a follow-up call:
Preferred contact date
Hours of availability
Time zone
Alternative phone number
This will enable us to arrange a suitable time for your support call.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/24/2025
Case has not been resolved they are still dragging their feet and asking irrelevant questions

Mark
Customer Answer
Date: 08/21/2025
I upgraded to microsoft windows 11 from windows 10 using their validator. The validator said I was good to go with no issues. When I upgraded it said I could only use the trial version because my license key was invalid. I went through many hours of tech support and they said there was nothing they could do, so based on that information I ended up purchasing windows 11 because I needed the full version and they said there was nothing they could do. I filed a complaint with them and here because their own software said I could and it would transfer. Now they are requesting the old license key but that is gone since I purchased and installed the full windows 11. So they are now refusing to provide any resolution to the issue until they have the old key. I have gone back and forth with them and they abruptly closed out the case on their end and refuse to answer my emails.

Kind regards,

**** ******

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