Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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:07/09/2025

  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.

  Microsofts subdivision Xbox suspended my Xbox account indefinitely with no explanation as to why specifically other than a vague violated one or more terms of the community for Xbox or Microsoft service agreement.I have invested 10 years of my life, around $1,000+ and game pass ultimate paid in advance till July of ******* breaks my heart to see all that go to waste with no futher detail as to why other than a generic bot generated vague explanation.

  Business Response

  Date: 07/14/2025

  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 7081408709.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/14/2025

   
  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:07/03/2025

  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 10, 2025, I purchased an Xbox Elite Wireless Controller Series 2. I received the controller on May 14, 2025. I used the controller for a couple days and noticed an issue where one of the thumbsticks was defective and drifting without me touching the controller, so I initiated a return of the device on May 14, 2025. On May 17th, 2025 I shipped the device back to ******************** using the provided return label, The device was received at their facility in *******, ** on May 28th. On June 23, 2025, I noticed that the device still hadn't been refunded, even though Microsoft stated a refund within 4-5 business days of being received. I contact Microsoft Support and they issued an escalation ticket to resolve my issue. One week later, the order still showed pending a refund, so I called Microsoft again and the agent said there was a case to email me about the status of the escalation ticket on Wednesday, July 2nd. On Thursday, July 3rd, I checked my email and I was not contacted, nor was the order refunded, so I called Microsoft for a 3rd time. The agent stated I was not contacted as promised because there was no update on the ticket. I asked for a supervisor to return my money and was placed on hold for 125 minutes before I was forced to end the phone call. I am requesting Microsoft Executive Relations to return the money owed to me and compensate me for the excessive time I'm being forced to spend dealing with their issue.

  Business Response

  Date: 07/11/2025

  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: 07/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by Microsoft in reference to complaint ID ********. While Microsoft's response does not specifically resolve my issue, it appears to be a step in the right direction. Microsoft did not give a timeline as to when a member of the senior customer service team would reach out, so I will follow-up with the BBB if I am not contacted within the next 7 days.

  Sincerely, 
  
  **** ****

• Initial Complaint

  Date:07/02/2025

  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.

  This product allows to many security hacks and those who abuse this system. I have upgraded my end thinking it was my end. It wasn't, I want a full return of all money spent seeing my bank account was comprised because of this system

  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

   
  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. But I also want to hear their resolution to the issue 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/01/2025

  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.

  I took a class that required a subscription to microsoft office 365. the class has ended and I want to cancel the subscription. I've contacted microsoft support multiple times in the past 2 weeks but microsoft will not cancel the subscription. They keep trying to schedule a meeting and didn't show up for the meeting scheduled today. They sent a template for me to fill out to instruct cancellation of the software, but have not acknowledged the email I sent.

  Business Response

  Date: 07/08/2025

  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 7080846327.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:07/01/2025

  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 been fighting Microsoft*Microsoft 365 since 2022. They are a Large Corporation that has no live customer service. In ********* I was taking classes to become a Medical Assistant at *****************************. I had to sign up for Microsoft 365 to do class work as well as homework. I finished in 2017 and cancelled my subscription with Microsoft online. In 2022, Microsoft debited my checking account $105.99 with **************** I disputed the charge, and it was reversed, and my account was closed. In 2024 Microsoft debited my Comerica account for $74.19, I disputed that, and the charge was reversed, I closed that account with ******** and opened a new account which was debited in April 2025 for $105.99. That is currently being disputed. April 28, 2025, I spent 5 hours trying to speak Microsoft ***************** finally. They searched and they were unable to find any open accounts under my name, my address, my email or anything. They put a block on my name, address, email, so that Microsoft could not charge me for anything. ************* has blocked my credit account against ********************. But they are still holding on to the $105.99 that Microsoft has grabbed from my credit ******** am I supposed to protect my checking account and my credit accounts from such a giant Conglomerate and is impossible to reach

  Business Response

  Date: 07/08/2025

  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 7080849029.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/14/2025

  Thank you for helping me resolve this case.   
  I was in contact with Microsoft Relations Manager, ***** *.  I sent the information he requested and within a few days he replied saying, he was able to locate the email that was used in 2015  to subscribe to Microsoft*Microsoft 365.  He cancelled the subscription and I should not have any problems with Microsoft charging my **** card(s) going forward.  I have also gotten a reply from ****************** that have refunded the $105.99.  That case is now closed.   
    
  Again, Thank You for helping me resolve a long standing, frustrating problem. 

• Initial Complaint

  Date:07/01/2025

  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.

  I received a 2 day indisputable suspension from the Xbox network for a harmless group post, I have tried contacting support but I have only gotten to AI and automated help bots, and my requests for human representatives were ignored, then the bot hung up because I wanted a human. I had also attempted to resolve my issue with the bot, but it kept leading me to the support website and telling me to use the non-existent dispute button. I was given this notice up on being suspended.2 day suspension - 2 days remaining Looking for Group (1 strike)Start: 7/1/2025, 9:26 AM End: 7/2/2025, 1:26 PM Expiration: 12/28/2025, 8:26 AM Reason for action This account violated the Community Standards and was subjected to enforcement action.Impact While the current suspension remains active, this account cannot communicate with others, join multiplayer games, or upload media to the Xbox network.Details "Casual survival realm! *** enabled but not encouraged. Fair admin, no abuse. fkpnrcgXBppEZWA (there is no party, just join the realm, dont get interested)"

  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: 07/09/2025

   
  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.

  Please contact me with the follow up at ******************* or ************
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/01/2025

  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 Surface warranty support ticket **************** the technician broke off support. I returned to the ticket, there were no notes. No comments. I never received an explanation, notice, or a resolution by email either. It simply says the ticket is closed.I attempted to re-engage with the technician each day over the last 3 days. No response. No reply. My customer's Surface Is still randomly dropping WIFI. There was nowhere on the ticket where I could respond/ reply/ acknowledge resolution. I didn't want to open a ticket with the BBB. But as best I could tell I have no other recourse.

  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

   
  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:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am facing a technical issue with my system which will not remediate through the normal Windows Update hub. I've exhausted all technical solutions except for updating to Windows 24H2 which I CANNOT due to a firmware incompatibility issue with my m.2 SSD WD SN770. I've gone through the dashboard and updated the firmware as needed. I am simply seeking the Windows 23H2 build ********** ISO in order to repair my Windows image. I reached out to general technical support who said Microsoft only supports the latest build. This "policy" in light of the current issue I'm facing is egregious and uncooperative. Why am I not able to retrieve a previous legit image ISO from Microsoft directly to assist in self-troubleshooting my issue.The attached script in TEXT format for safety concerns, outlines all I've done to the following issue:- Windows cumulative and security update items in the Windows Update hub hang at "Downloading - 0%"- - I've reset the BITS service.- - Restarted the BITS, wuauserv, cryptsvc, msiserver and appidsvc - - Deleted the qmgr*.dat files in %ALLUSERSPROFILE%/Application Data/Microsoft/Network/Downloader - - Renamed the SoftwareDistribution and catroot2 folders.- - I performed a comprehensive re-registration effort to remediate this issue. covered a wide range of core Windows components, ActiveX controls and COM objects (atl.dll, oleaut32.dll, ole32.dll, actxprxy.dll), Internet Explorer and web technologies (urlmon.dll, mshtml.dll, shdocvw.dll, browseui.dll, jscript.dll, vbscript.dll, wuweb.dll, muweb.dll, wuwebv.dll), XML parsing (msxml.dll, msxml3.dll, msxml6.dll), scripting (scrrun.dll), shell and user interface elements ************, wucltui.dll, wucltux.dll), security, cryptography, and certificates (softpub.dll, wintrust.dll, dssenh.dll, rsaenh.dll, gpkcsp.dll, sccbase.dll, slbcsp.dll, cryptdlg.dll, initpki.dll), Windows Update components (wuapi.dll, wuaueng.dll, wuaueng1.dll, wups.dll, wups2.dll), and (BITS) (qmgr.dll, qmgrprxy.dll)

  Business Response

  Date: 07/09/2025

  Dear *** Zu,
  
  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: 07/12/2025

   
  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,
  
  *** Zu

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/04/2025

  Dear ***** *********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7080536594.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/14/2025

  Yes the case involved case ID number  ********
  
  Is resolved thank you so much for helping have a good day u can close this case with Microsoft now 

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microsoft locked my account and it is causing issues with files that I had saved to onedrive. My industry certification. ******** and ********** both have issues. I would like them to provide access even temporarily so I can finish migrating away from them. ************************************* is down and not working ***************************** is up and working. I would like to hear from them and understand why they closed it.

  Business Response

  Date: 07/08/2025

  Dear ****** *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23535435
  
  I am rejecting this response because: I physically mailed a letter to Microsoft's legal department. They are affecting my professional certification as well as a software purchase. I've tried using Outlook Support with ***** and they are giving me the same response there. I'm losing software purchases because third party purchases are failing and this is an ongoing issue with medical appointments now.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 07/10/2025

  Microsoft continues doing the wrong thing in regards to my personal privacy. They are not allowing us to manage our Office subscription, they're locking me out of my certification site, and there are third party sites that continue to not work correctly. I'm literally opening cases with every party in regards to the account being locked, but the steps provided from Microsoft continue to not work correctly.