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

• 

  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Inc

  333 S Grand Ave Ste 3300 Los Angeles, CA 90071-1537

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  Microsoft

  PO Box 20584 Lehigh Valley, PA 18002-0584

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:06/12/2025

  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.

  We have been locked out of our Microsoft 365 administrative account, which includes our SharePoint and work email access. This has severely impacted our ability to operate as a business. We are currently unable to communicate with clients, access files, or perform essential tasks. This is a critical failure in the services we pay for, and we are losing time, money, and credibility by the hour.On Friday, I spent over 5 hours on the phone with Microsoft support. Despite being promised a callback by two different agents, no one contacted me. I was repeatedly transferred, but no one was able to escalate the issue, nor resolve anything.Your customer service is disorganized, slow, and completely unresponsive to urgent issues. For a business platform as essential as Microsoft 365, this level of support is absolutely *************** make matters worse, the last agent I spoke with told me it could take over two weeks to resolve the issue which is completely unrealistic for a business-critical problem like this. We cannot go two days, let alone two weeks, without access to our systems.I finally received a phone call, and the agent couldnt help me since I wasnt the global admin. My boss now has created a second ticket, after spending hours over the phone trying to get some help, and is waiting for a callback, which is taking way too long.I am demanding that this issue be escalated immediately and that we be contacted by a qualified technician, engineer, or senior specialist who can unlock or restore access to our admin account without any more delays or back-and-forth.This is not just inconvenient it is actively damaging our operations, productivity, and client relationships.Please treat this with the urgency it requires.

  Business Response

  Date: 06/19/2025

  Dear Mat *** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have already reached out to a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your case is being routed to the correct team, and there may be a delayed response due to the high number of cases our agents are handling at this time.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation
   

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23460962
  
  I am rejecting this response because still haven't gotten a callback or someone to help us.
  
  Sincerely,
  
  Mat Del Risco

  Business Response

  Date: 07/07/2025

  Dear Mat *** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. We have already involved a senior member of our Accounts and Billing Team to investigate and assist you directly in resolving this issue. We noticed that your previous complaint was misrouted, but we have now created a new case to ensure you receive better support.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/12/2025

  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.

  I am filing this complaint as a disabled individual in urgent need of resolution. Microsoft, as the parent company of ******, has denied responsibility after I attempted to report a security and identity compromise involving both companies.I attempted to submit a formal complaint yesterday through official Microsoft channels, but it would not go through. Immediately after this failed attempt, I received a response claiming that theres nothing they can do. This appears to be an intentional block and is not acceptable, especially considering Microsoft is responsible for ********* husband and I are both affected. Our old, now-compromised email addresses include:**************************** **************** Despite not using computers or installing any Microsoft or ****** apps on our new Apple or Android devices, we continue to experience clear signs of unauthorized Microsoft/****** activity in the backgroundacross multiple phones and accounts. This includes:Invisible tracking and unauthorized access Inability to reinstall Microsoft products safely Apparent unauthorized device control and data collection ****** involvement, despite us never signing up for ****** I have spoken with ***********, who confirmed that Microsoft has a responsibility to assist customers in this situation. I am documenting everything with screenshots, notes, and daily logs.If this is not immediately resolved, I will be forced to:File a police report Report this to the *** and other federal regulators Use another persons uncompromised device to avoid detection and further manipulation by Microsoft-controlled accounts and systems

  Business Response

  Date: 06/20/2025

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

  We understand your frustration and appreciate you reaching out. Please note that ****** manages its own support services. However, if you require assistance from Microsoft, you may contact our official support channels at **************** or visit ********************************************************** to connect with one of our agents. After contacting support, you will be provided with a case number for reference. Additionally, if you need to recover your account, you may use our recovery form available at **********************************.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 06/28/2025

  On May 30th, I contacted Microsoft through email about a huge privacy and internal hacking complaint regarding their services, one including ***********. I received ticket numbers which are PRV0269309 and PRV0269304. After several attempts to hear back, I didnt receive a response until June 2nd. The response I got was to contact ****** through their support team. I responded back making it evidently clear that it is impossible since someone made a fraudulent ****** account using a compromised email address which is **************** and the only way to contact ****** Support now is by signing in which I cant do because someone else made the account fraudulently therefore I cant get in. I have tried on multiple occasions. This is affecting my life as it has to do with my protected health data that was leaked when I was hacked by coders by making a fraudulent ****** account with my personal information. There are repositories and data on there such as ****** docs, License, *************************, Languages Shell, and Readme.md. The 16th of June, I ended up in the hospital because of all this and was there for 2 weeks. Im now under a physicians care Mon-Fri until further notice. Microsoft is the parent company of ****** and because ****** is no help and there are zero possibilities to get in touch with them, Its Microsofts responsibility to fix this and protect me. Its their job. I need the fraudulent account deleted along with any data associated with it for my physical and emotional health and leaked as well as compromised information that is legally supposed to be protected. Microsoft shut me down after my response saying I couldnt contact ****** because I have tried and I did follow their instructions. Microsoft honestly didnt seem to care at all. Its pure negligence and I want to keep using Microsoft products and trust the company but how? Im even using my husbands email address to file this complaint because I dont have a secure email or phone.

  Business Response

  Date: 07/04/2025

  Dear ****** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concerns. A senior member of our Commercial Support team has been assigned to investigate the matter and will be in touch with you shortly using the contact information you provided.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/05/2025

  Complaint: 23532992
  
  I am rejecting this response because: Only because I do accept the response but dont want to fully close the case until Microsoft follows through with their promise to resolve this. Once resolved and contacted by the business as promised and intended, Ill be satisfied to close the case. Thank you. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/11/2025

  Dear ****** *****,
  
  We understand and respect your preference to keep the case active. We would like to assure you that we are actively monitoring the most recent case opened on your behalfCase #********.

  We hope you receive a timely and satisfactory resolution. In the meantime, if you have any questions or need clarification, please continue communicating through that support ticket. Should you not receive a response or require further assistance, feel free to reach out to us directly.

  We appreciate your patience and understanding as we work to resolve this matter.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/12/2025

  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.

  Basically, my microsoft account got hacked and the hacker got away with everything. I contacted microsoft and they let me know there was nothing they could do.I had numerous files backed up on one drive that the attacker still has, and I purchased multiple games on the XBOX account so I lost those too. They have confirmed that someone else has gained access into my account and they let me know I'll just have to repurchase all those games.If I proved they I got hacked then why not just recover everything I purchased on that account? They said the best they could do was deactivate the account.

  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

• Initial Complaint

  Date:06/12/2025

  Type:Order 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 is charging me for an unauthorized payment for a subscription to Office 365. The company is unaccountable and offers zero customer service. Zero. Its disgraceful. I wanted to change my subscription from family to personal but their system prevented me making a change. Every time you try to log in they send a code but in ten tries not once did the code arrive. They advertise s nonexistent fraudulent phone number for customer service. You call the number and it sends you a link to a web age that offers zero support zero interaction and deliberately avoids having g to speak with a customer. Meanwhile they charge my account the extra $30. The total lack of customer service and manipulation of customer accounts is appalling.

  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

• Initial Complaint

  Date:06/11/2025

  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 purchased Skype credit back in the year 2022 when I used to live in *************. It was my only means of communication with my family in ***** since ***** was under massive restrictions because of Covid. Once I left back to ***** in May 2022, I contacted Microsoft to request a refund and never got it. I then got notification that Skype will be retired by May 2025 and that any unused Skype credit can still be used but only for business use for Skype users. I didn't know that I still had Skype credit available and requested a refund. Microsoft agents refused to give me a refund and said I could still use my credit. I have many difficulties in accessing Skype and using any credit. For starters, I am not in **** any longer and I am residing in *****. Secondly, I have no way to use this credit since the platform is retired. Third, I had already requested a refund and was not given it. I feel very cheated by Microsoft for all the hassle this has brought me. I just want my money back for something I will never and can't use. I am okay with receiving a refund back in Microsoft points since I am a member and use my points to redeem for cash and sweepstakes entries. If I can't get a refund back because they didn't do their job, then I am okay with receiving points instead.

  Business Response

  Date: 06/18/2025

  Dear ****** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint Skype Credit that hasn't been used if the refund is requested within 14-days of purchase. Outside of the 14-day period, refunds are at the discretion of Skype. If eligible, Skype refunds are given in accordance with our refund policy in Skype's ***************************************************************
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23457412
  
  I am rejecting this response because Microsoft did not say whether I will get a refund. I contacted them for a refund and get no response except what they have as a refund policy. Not assisting me as usual.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:06/11/2025

  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.

  The Computer I bought within a month has stopped working I have bitlocker key recovery and the code is not fixing this I feel this is away to make me spend money on a new computer. The ***ort code is **********, The customer service *** was not able to assist. The Ethics of this program has me questioning the reason to have this safety program that does not protect me, or make using the computer or software easier.

  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 senior member of our Devices 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

• Initial Complaint

  Date:06/10/2025

  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 keep trying to talk to someone on the phone at Microsoft and their process to speak with someone on the phone is absent. I've requested a call back from agents and chat because the phone line does not provide an option to speak with someone so I purchased a product through Microsoft I expect to be treated with courtesy call me. This is why the Better Business Bureau is being filed.

  Business Response

  Date: 06/17/2025

  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:06/10/2025

  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 was using my Windows 11:PC and Microsoft forced an update I paused and locked up my PC. Upon restarting Its been going for hours. I can't use my PC now. I want everyone at Microsoft held accountable and punished. Am tired of these f****** nerds not being held accountable for getting away with this. Law suits are being filed as we speak. These a******* are finally getting what they deserve for this

  Business Response

  Date: 06/17/2025

  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:06/10/2025

  Type:Sales and Advertising 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 being charged $7.99 per month from Miscrosft Realms. I have tried to cancel this subscription at least 6 times. I have had no success in being able to cancel this subscription or even find the correct pathway in which to deal with this. I want this payment stopped immediately. I would also like a refund for the last 6 months of payment.

  Business Response

  Date: 06/18/2025

  Dear ****** ********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 
  
  We understand that you want to cancel subscription for Minecraft realms. 
  
  Minecraft realms comes with two types of subscription. Depending on the device youre playing on, you can choose either a one-time purchase or a recurring subscription.
  
  With a one-time purchase, you can create a one-month or a six-month Realm. These one-time purchases are non-refundable and will not renew automatically once they expire. With a recurring subscription, youll be charged automatically every 30 days, until you cancel the subscription.
  
  If you have a subscription with a Microsoft account (for ********************** One), you can manage your subscription within ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* while signed in to your account. From there, you can cancel your recurring subscription, which will take effect on your renewal date. For more information, refer the section How to cancel your subscription to Minecraft realms from the article **************************************
  
  For additional information, see *****************************************************************************************************************************************************
  
  However, for any subscription or refund related queries, we do have a dedicated team, let me point you in the right direction. I would suggest you get in touch with the *********************************************************************************************************************************************************************** team and they will help you with the appropriate details.
  
  Sincerely,
  
  Microsoft Corporation
   

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23451321
  
  I am rejecting this response because: they are not putting me in direct contact such as a phone or direct link to someone who can cancel this subscription. They only sent me to generic articles on how to cancel and they do not directly provide any customer support. I need direct contact to someone to cancel. Not a generic link. I am trying to follow the instructions that were sent and it is still not working. It should not be this hard to cancel a subscription . 

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 07/07/2025

  Dear ****** ********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 
  
  We understand that you want to cancel subscription for Minecraft realms. 
  
  Minecraft realms comes with two types of subscription. Depending on the device youre playing on, you can choose either a one-time purchase or a recurring subscription.
  
  With a one-time purchase, you can create a one-month or a six-month Realm. These one-time purchases are non-refundable and will not renew automatically once they expire. With a recurring subscription, youll be charged automatically every 30 days, until you cancel the subscription.
  
  If you have a subscription with a Microsoft account (for ********************** One), you can manage your subscription within ********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************* while signed in to your account. From there, you can cancel your recurring subscription, which will take effect on your renewal date. For more information, refer the section How to cancel your subscription to Minecraft realms from the article **************************************
  
  For additional information, see *****************************************************************************************************************************************************
  
  However, for any subscription or refund related queries, we do have a dedicated team, let me point you in the right direction. I would suggest you get in touch with the *********************************************************************************************************************************************************************** team and they will help you with the appropriate details.
  
  Sincerely,
  
  Microsoft Corporation
   

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23451321
  
  I am rejecting this response because: They still haven't given me adequate help in canceling a subscription. Still the same response as earlier. It should not be this difficult to cancel a subscription. 
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:06/10/2025

  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.

  Ive Tried Everything I Need Real Help Accessing My Xbox Account I have tried everything to get back into my Xbox account and I am beyond frustrated. *** had this account for years. Its tied to an old *** email that I no longer have access to, and your recovery system is completely useless in this situation.Ive filled out the form multiple times. Ive followed every single instruction. Ive contacted *** they either want to charge me or wont help at all. And when I try to get support from Microsoft, I just get sent in circles on the website with no way to speak to an actual person.This is insane. Im the rightful owner of the account. I know the gamertag, I know the purchase history, I can provide the console ID whatever you need. Someone is actively trying to hack my account and Im sitting here locked out because your system wont let me verify through an old, dead email.This needs to be escalated. I need a real human to help me recover my account before I lose it permanently. Ive invested time, money, and memories into this account and Im not going to let it go because of some broken recovery system.Please help get me to someone who can actually fix this, I don't know what to do anymore.

  Business Response

  Date: 06/18/2025

  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. When you have already submitted the **** form, please provide the affected email address associated with the account and the email used to fill out the **** form.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23450999
  
  I am rejecting this response because: I have done this twice a day for the last 4 days and it keeps telling me that it can not confirm my information. I have had this account for almost 20 years. Absolutely ridiculous. Please contact me directly so I can recover my account.
  
  Sincerely,
  
  ****** **********

  Business Response

  Date: 07/01/2025

  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. When you have already submitted the **** form, please provide the affected email address associated with the account and the email used to fill out the **** form.
  
  Sincerely,
  
  Microsoft Corporation