Business Profile

Computer Software Developers

Microsoft

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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

5,352 total complaints in the last 3 years.
2,127 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: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:07/06/2025
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 pre-ordered "Year of prophecy ultimate edition" for Destiny 2 on June 12th. I was sent a confirmation email saying the payment had been processed and was also sent a confirmation number (Order #**********). July 5 I was sent an email saying they were having trouble processing the payment. the money was removed from my account and I have not received a refund, I have also been able to access the content since the purchase was made. today on July 6th I was sent another email saying I "completed a transaction in the Microsoft store". in this email it also stated that my card would be charged soon. when I checked my bank statements to confirm the money had not gone through or if there was a problem on my end, the specific bank statement had disappeared, however you can see in the amount of money that was in the account prior to this purchase and after this purchase shows where $106.99 was removed from the account seemingly without a trace. this makes no sense to me as I have already been charged for this and as I stated above the money was removed from my account and I have not received a refund. I have tried multiple times to speak with a representative of the company but am constantly blocked by automatic bots that tell me there is no way to assist me. I refuse to be charged twice for something I have already paid for and I am not sure what else to do.
Business Response
Date: 07/14/2025
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: 07/14/2025

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:07/01/2025
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.
Date: 7/1/25 Amount: $129.99 Problem: Purchased Microsoft 365 for my PC and cannot login to the account because of two factor authentication. Cannot contact Microsoft and actually speak to someone regarding the issue because everything is automated and apparently the actual employees there cannot access any information once two factor authentication is turned on. I do not remember the password or it has been changed on the account without my knowledge so i cannot log into the account that way either. No way on Microsoft to ask for a refund without signing in which I cannot do.
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
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

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Microsoft is NOT a BBB Accredited Business.