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

5,740 total complaints in the last 3 years.
2,393 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:10/08/2025
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.
I demand microsoft replace the devices their support team failed to make a claim on in time as they claimed to have not received it. They now try to say they are going to do nothing about the devices they didn't receive. They failed to make the claim on time and they are indeed the only ones authorized to have done so as they paid for the labels and it's within their business's account. Services orders below Order ********** Order **********
Business Response
Date: 10/15/2025
Dear *** ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Your surface device issue.
Upon investigation and as mentioned in by our Surface Technical support team in this ** **********, it was determined that your account violated our policies. Therefore, it will not be reinstated, and we cannot process any purchases, exchanges, or service requests linked to it. This decision is final and cannot be appealed. Further contact will not change the outcome. We apologize for any inconvenience and appreciate your understanding.
At this time there will be no further response on this matter.
We understand this is not the resolution you had hoped for, but we stand by the resolution provided by Our Surface Technical support team.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/15/2025

Complaint: 23987615

I am rejecting this response because:
No policies are violated. You are making things up. Before it was that it was past ********************************************************************************************** you make up this policy violation excuse. Replace my devices or legal action will be taken
Sincerely,

*** ****
Initial Complaint
Date:10/08/2025
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.
Someone accessed my account, or attempted to, in ****. Thankfully Xbox stopped it. But now they are not helping me get access to my account that *** had for nearly a decade. Repeatedly they say they have sent me links or ways to verify the account but no such action has been taken. I have proven several ways its me. Even though I do have An older email connected, I stated this several times. Ive used the account recovery page 15+ times, Ive spoken to them directly over chat several times (where theyve stated theyve opened a ticket with the technical team, to no resolution), called them directly, Ive put in requests on multiple platforms like theyve asked. Basically done everything possible and over the last week plus there has been no action on their part. I have been compliant, proving its me verifying the card, literally everything possible. This last time I spoke to them they me motioned they have to follow legal practice but it doesnt appear to be so. It seems to be of their own laziness and lack of actual customer care. The fact that its near impossible to reach a human is below disgusting. I have tried to be civil but at this point I am contacting the bbb, attorney general, basically everything you can think of. I would like a refund of everything Ive spent on my account over the last decade if they refuse to activate my old account as those purchases would no longer be available and I refuse to walk away without a resolution one way or another
Business Response
Date: 10/17/2025
Dear Austynn ******,
Thank you for your response. After reviewing your complaint and recent service request #**********, we note that we are still awaiting the necessary information from you to proceed with your Attorney General case.
Additionally, we noticed you had a question regarding Skype. If you have not used Skype, please include a statement confirming this in your documentation.
We will continue to monitor your support case until it is resolved.
Thank you for your cooperation.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/17/2025

Complaint: 23987536

I am rejecting this response because: the response is no different from the generic recovery page that didn't resolve my problem before the complaint except for the fact that they now say I need to give them Skype information when I've never used skype. They continue to not be helpful or reach out by phone call to get the issue dealt with promptly.

Sincerely,

Austynn ******
Business Response
Date: 10/20/2025
Dear Austynn ******,
Thank you for your response. After reviewing your complaint and recent service request #**********, please note that we are still awaiting the necessary information from you to proceed with your Attorney General case.
Our support team has previously attempted to contact you and we are continuing to work on your case. If you have not used Skype for communication, please confirm that as well.
We will continue to monitor your support case until it is fully resolved.
Thank you for your cooperation.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/07/2025
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 a version of this game and did not recieve all the pre order content after multiple attempts of chatting with your support team they said I waited too long even though they are the ones that told me to wait for the content to appear on myaccount
Business Response
Date: 10/10/2025
Dear ***** ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding pre order content issue. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the game and please confirm the name of the game.

If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.??

If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/07/2025
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 am trying to follow up on a failed gift card. I have reached out several ***** ****** via email and chat bot and tried calling,but I cannot get any sort of response Fitting of my issue.
Business Response
Date: 10/08/2025
Dear ***** *********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding gift card. 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 **********.

Your case has been assigned to an advocate. They will reach out to you within the next ***** hours. We will monitor the support case through resolution.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 10/09/2025

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:10/07/2025
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 received an e-mail about an auto renew of a Microsoft 365 account. I do not use this product, and do not want it. I have logged in and am unable to find a way to cancel the renewal. When I try the chat function, the program does not recognize my account log in. The same happens on the automated customer support phone number. I have been unable to reach a real person, who I am sure would be able to sort this out, in spite of multiple calls to multiple numbers. My final option will be to dispute the charge as fraudulent with my bank once they pull money from my account on November 1st.
Business Response
Date: 10/08/2025
Dear Jesup ********,

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

We have contacted a senior member of our Accounts and Billing 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: 10/08/2025

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,

Jesup ********
Initial Complaint
Date:10/07/2025
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 am writing to formally escalate an unresolved issue regarding a replacement Surface Pro 9 device I received under extended warranty.Timeline of Events:22 September 2025: I opened Case #********** due to my original Surface Pro 9 not booting up. I shipped the device to your Toronto service center.2 October 2025: I received a replacement device. However, I immediately noticed the battery health was degradedshowing over 10% wearand the battery life was under 3 hours.3 October 2025: I opened Case #********** and contacted support via live chat. The agent remotely accessed my device, reviewed the battery report I uploaded, and acknowledged the poor battery condition. I was assured the case would be escalated and I would receive a callback. No follow-up occurred.6 October 2025: I opened Case #********** and spoke with another agent (Ched. S). He also remotely accessed the device and attempted troubleshooting. Unfortunately, his technical understanding of the issue was inadequate, and again I was promised escalation and a callbackwhich never happened.Upon reviewing my support history, I found both cases were marked as Issue Resolved, despite no resolution being provided.I kindly request that this issue be properly escalated. I am seeking either:A replacement device with a battery in good health, or A repair/replacement of the current battery to meet expected performance standards.
Business Response
Date: 10/23/2025
Dear ****** *******,
Thank you for your response. After reviewing your complaint and recent service request #**********, we confirm that you are receiving a device replacement, which is scheduled for delivery today.
We will continue to monitor your support case until it is fully resolved.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/07/2025
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.
Good morning, my username is SUPIORJR and I recently got the information that I was banned off of my account. The reason why I'm emailing is because they didn't tell me the reason of the ban. I've had my account for 8 years and never had any complications so this is very hew to me. If there's any way someone can get back in touch with me to discuss the importance of my account that will be very appreciated thank you have a great day.
Business Response
Date: 10/07/2025
Dear ***,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account.
Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live.?

We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision.
For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below.
Xbox has no obligation to provide you with specifics regarding your violation.?

You can review the full Terms of Use at: ********************************************************************;
You can review our Microsoft Services Agreement here: *******************************************************************;
You can review our Code of Conduct at: ********************************************************************;
For additional information regarding your ban or to file a case review, please visit ****************************************************;
After signing in?to?*************************************************** the?account that received the suspension?(or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website?and see your active?and completed suspensions.?
There is a drop down labeled Reason for action that you can click to see the exact text?that resulted in the suspension.?
If non-text content?was part of the violation, you will see a message that says?This action occurred due to infringing image, audio, or other multimedia content in sent messages.
No refunds will be provided as outlined by our services agreement.
Sincerely,
Microsoft Corporation,

Relationship Manager
Microsoft Customer Support
Customer Answer
Date: 10/16/2025
Good morning, my username is SUPIORJR and I recently got the information that I was banned off of my account. The reason why I'm emailing is because they didn't tell me the reason of the ban. I've had my account for 8 years and never had any complications so this is very hew to me. If there's any way someone can get back in touch with me to discuss the importance of my account that will be very appreciated thank you have a great day. And to just have my account stripped of everything and not having anyway of getting back or my stuff thats honestly just crazy
Initial Complaint
Date:10/06/2025
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.
Complaint Summary:Microsoft charged me for a subscription upgrade I never authorized, failed to notify me of the price increase, and blocked access to live customer support.Complaint Details:I was charged about $130 for a Microsoft 365 Family Plan renewal that included an AI upgrade I did not agree to. I received no advance notice of the renewal or price increase. The billing also processed through ****** without my approval when my original card expired, automatically charging another card on file.Attempts to resolve this issue failed. The Microsoft Contact page frequently broke, and the support phone line ***************) disconnected me over *********************************** to a human agent. Automated systems and blocked calls made it effectively impossible to obtain live help, which feels like a deliberate barrier to customer service.Resolution Requested:I am requesting a full refund of the unauthorized charge, restoration of my plan to the standard Microsoft 365 Family Plan, and direct contact with a human representative to resolve this matter.Accountability for Microsofts customer service practices so customers are not blocked from speaking to a live person when needed.Closing Statement:This has been a waste of hours and caused unnecessary frustration. I expect the BBB to hold Microsoft accountable for these billing and support practices, and I request immediate resolution of my case.
Business Response
Date: 10/13/2025
Dear ********* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Your Family plan subscription issue.
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 SR **********
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/06/2025
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.
Account recovery denial. Thousands of hours and dollars lost due to faulty automated system.
Business Response
Date: 10/14/2025
Dear Dylan *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:10/06/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am trying to clean up my emails, however I keep getting locked. I can access *********************** but cannont delete--I want it permanently deleted.The other two I am unable to access eventhough I am entering the correct password: *********************************************** I want these permanently deleted.
Business Response
Date: 10/07/2025
Dear *. ******,

Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your request to close your Microsoft account.

To proceed with closing an account, you must first be able to access it. If you're receiving a message that the password is incorrect, we recommend resetting it during the sign-in process. Simply click on Forgot password, and a verification code will be sent to the email address or phone number listed in your accounts security information. Once verified, you should be able to regain access.

After successfully signing in, please follow the steps outlined in the official Microsoft support article here:

How to close your Microsoft account

If you havent yet contacted Microsoft Support for help accessing the account, we encourage you to visit ************************************************ to receive assistance via live chat.

Sincerely,
Microsoft Corporation

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