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

5,369 total complaints in the last 3 years.
2,146 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:06/14/2025
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 have an XBox Controller that stopped working. It was under warranty, and should have been an easy fix. I reached out in early May 2025. Initially, nothing, but I eventually got a service order created May 16, 2025. I was sent instructions for how to ship the controller, but no address to ship to, and no shipping label. At first, I waited. Then I had them call me and in the first week of June. They said I had 30 days to send the device in, so I waited 21 days. I was told the shipping label would be emailed in the next few days. Nothing. I set up a call again Wednesday, June 11, and was, and I quote, "promised" I would get something by the end of the day. Nothing. Thursday, I got an email saying a label would be physically sent within 24 hours. Nothing. I called Saturday morning, and my first call was disconnected. My second call, I was, again, I quote, "promised" a call back between 30 minutes and an hour. That was 11:30 AM eastern. It is now 3 PM EST, and I called again. I made it clear that I needed help and they transferred me to a closed department. Currently, I am on hold, for 20 minutes, with NO ONE on the other end. I'm sick and tired of this ordeal, and broken, RECORDED promises. At one point, a *** told me that there was some kind of failure on Microsoft's end. If the BBB cannot help me, I am not above seeking legal action for something so small.
Business Response
Date: 07/09/2025
Dear ***** Costacamps,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7080952012.
We will monitor your support case through resolution.
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.
I recently got in contact with a supervisor in the customer service department and they replaced the controller. Thank you for the help.

Sincerely,

Diego Costacamps
Initial Complaint
Date:06/14/2025
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.
I recently received two suspicious emails from Microsoft, including an invoice, to my Gmail account. When I tried to contact Microsoft online support, I was unable to do so.I have no idea how Microsoft has access to my Gmail account.The suspicious email, which appears to be from Microsoft, was for "Microsoft Entra ID" subscription.I have never registered my Gmail account with ********************. Furthermore, Microsoft has not contacted me about this new subscription to my Microsoft account. Media reports that numerous Entra accounts have been taken over by ********** is worrisome that hackers have infiltrated Microsoft's services, and yet, Microsoft makes it impossible for subscribers to Microsoft services to contact them to report possible crimes.
Business Response
Date: 07/02/2025
Hi ***** ******-mziray,

Thank you for contacting us. Here are the Official Microsoft support channels **************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. Additionally you can try the recovery form, to recover your account, **********************************.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 07/02/2025

Complaint: 23469439

I am rejecting this response because: No one picked up the phone when I called the number ****************. All I got was an AI voice that hung up after 1 minute. Furthermore, I was not able to sign in at ********************************************************** because Microsoft did not send me the PIN after prompting me for my username.

Sincerely,

***** ******-Mziray
Business Response
Date: 07/09/2025
Dear ***** ******-mziray,

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: 07/17/2025
Hello, Please keep my complaint ID ******** from 6/14/2025 against Microsoft Corporation open. I am still in communication with Microsoft over this matter. Additionally, I was traveling the last two weeks and may have missed a message from the BBB, but please recognize that this matter has not been resolved yet. Sincerely, ***** ******-Mziray
Initial Complaint
Date:06/14/2025
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.
I am unable to delete my credit card information from my Microsoft account. They do not offer customer service help. You can search online for a solution to your problem. There are instructions available for how to delete your payment information however, because it is the only credit card listed on the account I am not able to remove it. Microsoft will not allow me to remove my credit card information from their site. I dont have a subscription with them. Their toll free numbers do not offer a live agent and hangs up on you. There are no prompts you can select to navigate to a live person. It only hangs up on you. I tried multiple toll free numbers listed on their site. **************************************************************************************************************************
Business Response
Date: 06/20/2025
Dear ******* ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we noticed you have an active subscription under your account with your credit card as the payment method. Please check your subscriptions and your Microsoft family account. Once you find the subscription, you can remove it and the payment method.

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/14/2025
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 am locked out of my email account and no one has helped me get bag in. I want someone to unlock my @************************** account now!
Business Response
Date: 06/20/2025
Dear *********** *****,

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

Please visit ***************************************; to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/21/2025

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:06/14/2025
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.
To Whom It May Concern,I am writing to file a formal complaint against Microsoft regarding the inexplicable deletion of my son's email account and their subsequent refusal to restore it. This issue is not merely an inconvenience; it has created significant ripple effects beyond Microsoft's ecosystem and demonstrates a serious lapse in their customer service and stated policies.For over five years, I have faithfully paid $130 annually to maintain active and backed-up Microsoft accounts for both myself and my two sons. This consistent investment, totaling over $650, was made with the understanding that these accounts would remain accessible when needed. Despite this, Microsoft unilaterally deleted one of my son's accounts, citing "inactivity."When I contacted Microsoft, I was informed that only the "parent account" is exempt from deletion due to inactivity, and that "family" accounts are not. This policy is not only illogical but directly contradicts the spirit of a "family" plan for which I have consistently paid. It makes no sense to differentiate between a "parent" account and a "family" account when the parent is paying for the family's service.The critical issue at hand is Microsoft's refusal to restore my son's email address. This email address was used to create and access accounts on various other essential systems. Without access to this email, we are now locked out of numerous external services, causing significant disruption beyond Microsoft's platform. This is a direct consequence of Microsoft's actions and their failure to provide a reasonable *********** a long-standing Microsoft supporter, I am deeply disappointed by this lack of service recovery and what appears to be an arbitrary enforcement of a policy that penalizes loyal, paying customers. The injustice of losing a critical email address, for which I have continuously paid to maintain, and Microsoft's unwillingness to rectify their error, is eroding my respect and support for the company.
Business Response
Date: 06/20/2025
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. The fact that they opened case ********** internally in their system for tracking shows some sort of movement on the issue though not necessarily resolved I believe it would be unfair to the current case owner for me to select the reject not knowing if the path may very well lead to resolution (or not). I wish they would of referenced how I could follow the case number they provided. They still have not reached out to me though :(

Sincerely,

***** *********
Initial Complaint
Date:06/13/2025
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.
Hey there, I hope you're are doing good.Since today when I try to sign into my microsoft account, I'll get an error, it says "your account has been complianced locked". I don't know why this happens nor how to fix it. Is there anything you could do for me to fix this issue? Because I even still have access to everything thats linked there like my password and phone number but just when I sign in that happens as I mentioned.I would really appreciate your help. Thanks in advance.
Business Response
Date: 06/20/2025
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 completed the **** form, please send us the email address linked to the account and the email address used to fill the **** form.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/13/2025
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.
I pay 90$ a year for family 365 with copilot. I also have 2 separate subscriptions for visio and planner. When planner was installed, it overrode my 365 software. I called two times, and both times put on hold and hung up on. I was given a ticket number ********** which they closed and after the disconnected me and never help resolve the issue. How can they charge me and not help?
Business Response
Date: 06/23/2025
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
Initial Complaint
Date:06/13/2025
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 originally bought Gears of War Ultimate edition on August *******. My order number is ****************** and I have photo proof of my digital game purchase. Recently Microsoft announced that Gears of War Reloaded would be coming out and all people that purchased gears of war ultimate edition prior to their announcement ( et. Me) would get a free code for gears reloaded. Despite many people I know getting codes I have received nothing to my xbox account ( the original account used to purchase the game) which is Gamertag StringentHydra9, email associated with the account *************************** I then tried to contact microsoft support 3 separate times totaling over 5 hours of my time.on each of these occasions they admitted im due the code but that I should wait and it would be delivered to my xbox account via a message. today was the day of the public beta. and I still havent received a code and cannot make any headway with microsoft support.
Business Response
Date: 06/20/2025
Dear **** ********,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/20/2025

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:06/13/2025
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.
On the 19/20th February 2024 I was blocked out of my account for suspicious activity however on the 22nd February 2024 I managed to verify my account to which I still have the email as evidence to prove I managed to verify myself as well as all details relating to the account however as soon as I went to change over my verification phone number it blocked me out of the account and every attempt afterwards with the recovery form has been unsuccessful and i have tried countless times. I have gone into the Microsoft store to see if they could help, they could not aside from giving me a customer services number for which I have also tried as well as a few other methods however every time I try to explain my situation I have been ignored, cut off and this has been going on continuously since those original dates and yet I am still paying for this account via game pass and My fallout 76 Fallout 1st subscription, all I wish is to have access back to my Xbox account as I have spent thousands on this account over the last 20 years and I do not want to lose it all over a simple error/glitch over suspicious activity as I did verify myself and went to change over my 2FA and it blocked me out permanently. I have spent about ****** on this account over the years and have memories/files on this account with friends that are no longer with us and it is of the most utmost importance that I get this account back as its extremely important to me. I have attempted every method provided by the company however those methods are not fit for this purpose. If I am unable to receive any form of help from this outcome I will unfortunately have to seek legal action. please may someone help me get access back for my account please, Thank you - *******
Business Response
Date: 06/20/2025
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: 06/23/2025

Complaint: 23465840

I am rejecting this response because: I have proven that i am the official owner of the account, However my issue is it locked me out of the account once again when i attempted to change my verification details, since then i have attempted to prove my identity through the account recovery form and given more information each time but it has declined me at every obstacle, i can provide all said information if i were to recieve help from a tier 3 support representative, all i require is access to the goods and digital services that i am still paying for a year and half onwards from being locked out of my account, please can you help me get access back to my account.

Sincerely,

******* *******
Business Response
Date: 07/08/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
As previously communicated, the only method to recover your Microsoft account is by completing the secure recovery form at:
**********************************
You may submit the form up to two times per day. To improve your chances of success, please ensure that each submission includes new or additional information not previously provided.
We have already provided this guidance, and no alternative recovery process is available. Once you have submitted the form, please notify us with the email address you used as your contact so we can manually check the form.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/13/2025
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.
As per the policy I canclled the subscription and licenses withing 7 days of renewal. But Micorsoft refused to refund.
Business Response
Date: 06/20/2025
Dear ****** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We would greatly appreciate it if you could provide us with more information about your issue, such as the email address linked to the subscription and the name of the subscription.

Sincerely,

Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.