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

5,404 total complaints in the last 3 years.
2,168 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:06/17/2025
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 22, 2025, I ordered a refurbished ** ******* from ************************. When initially setting the device up, I discovered it was defective. After several calls with support failed to resolve the issue, I was given the option to return the device and receive a replacement. The sales associate said in order to get the replacement immediately, they would have to charge me for the second device, but would refund the original device cost ($972 + tax) within 3-5 business days after it was returned. I returned the original device on May 27. It was received at the return processing facility in *******, **, on June 3. The tracking information, which is linked on ** and available separately via *** verify this. After I did not get a refund in the promised time, I called Microsoft again. After waiting on the phone and being hung up on once, I finally got to talk to an associate who said she was "escalating" my case. I was told I would receive a refund within 5-7 days. I did not receive the refund, so I called again to ** and again had to deal with their system hanging up on me multiple times. I asked the sales associate to connect me with a supervisor. She said she had just received an email saying they were still investigating and would have an answer on my case in 24 hours. I said that was unacceptable and asked to speak with her supervisor. She put me on hold. Then I was hung up on. I called back. Was placed on hold again. Hung up on again. The device has been returned and in Microsoft's possession for two weeks. Not returning my money at this point feels criminal.
Business Response
Date: 06/27/2025
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: 06/27/2025

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:06/17/2025
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.
On 6/9/25 my identity was stolen. My previous phone # of ************ was taken over and my email accounts were hacked. They were able to gain access to my apple account and take over my email accounts. My email account of ************************ was attached to my phone and they were able to get in and change my password and cause serious financial fraud. I have attempted to recover my account with no luck. I have attached the email I received that I am unable to recover my account. I have also attached previous emails that I have sent on my phone before my email was taken over.
Business Response
Date: 06/26/2025

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.

If you have already submitted the form previously, please provide us the affected account and the contact email address used on the form.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/26/2025

Complaint: 23480194

I am rejecting this response because: After numerous attempts since I filed this complaint was able to recover my account.
Sincerely,

***** ******
Initial Complaint
Date:06/17/2025
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 changed my subscription to a personal account on 12/4/24 for $69.99, a decrease of $30.00. Microsoft has now changed their personal account to include CoPilot increasing the price back to $99,99. I dont want CoPilot but cannot change to now offered personal classic until June 2026. I want the change now. I changed in good faith and they changed their offering without any notification or option to change subscription. $30.00
Business Response
Date: 06/26/2025
Dear ******* A *******,

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: 06/30/2025

Complaint: 23471376

I am rejecting this response because they are unable to change my subscription without canceling my current account and waiting until June 2026. I have an email with their response and my reply to that but I dont know how to attach it here.
please advise.

Sincerely,

******* A *******
Customer Answer
Date: 07/10/2025
This complaint has not been resolved. Communication was received from another Microsoft employee who did offer to allow me to cancel my membership now and reorder the Classic version at $69.99 to begin immediately. I responded that I would like to move forward with my concern being that I would lose all spreadsheets by canceling. I was reassured that would not happen. I then asked how to move forward because the website states when canceling and reordering another version that the new version will go into effect when your subscription renews next year. My question was how do I move forward then and also get a refund for the difference in price. No response received. I give up
******* Hudgins

Business Response
Date: 07/17/2025
Dear ******* *******,
According to our records, a Microsoft representative contacted you between June 26 and July 14. During this period, our agent assured you that all files stored on ******** or locally on your PC would remain unaffected. Additionally, you were informed that changes resulting from downgrading your subscription would not take effect until the next renewal period.
Our agent also offered you a credit of $106.24 as compensation for the subscription cost, as a partial refund was not possible at that time. On July 15, after you requested a refund, our agent processed the refund of $106.24 to your payment instrument. Please note that this action resulted in the removal of your licenses. However, you may reactivate your licenses by purchasing the ************************ software again. For details on how to purchase Microsoft 365 classic plans, please refer to the following link:**********************************************************************************************************************************************************************.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 07/17/2025

Complaint: 23471376

I am rejecting this response because:Microsoft did not initially offer a refund They offered a Microsoft Store Credit which I refused. All I wanted was a credit of $30.00 with the option to change to the Personal Classic Plan that they offered.
Because I requested to change from a Family Plan in December 2024 to a Personal Plan for renewal in June 2025, decreasing the price from $99.99 to $69.99 and they changed the Personal Plan to include Co-Pilot, increasing the price to $99.99 without notification, they should offer a refund of the more expensive plan with the stipulation that I purchase the Personal Classic Plan as originally requested. It was their lack of communication about the change and would have given me the opportunity to decide what I wanted to do. Im aware that Co-Pilot can be turned off but why would I pay for something that Im not going to use when a less expensive option was available.
Theyre a major corporation and capable of doing what needs to be done to correct their mistake.

Sincerely,

******* A *******
Initial Complaint
Date:06/17/2025
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.
Microsoft offers rewards for searches to redeem for gift cards. They often like to slow down the rate of earning of said rewards points. Well I have built up enough to redeem my choice of gift cards and just says that my account is suspended. Allowing me to continue building search points but not allowing to redeem. Says to contact customer support yet give no reason on suspension or how long and have not received a response back. They are very misleading about said program and seem to place road blocks along the way to stop multiplier streaks that help earn additional points. Lack of transparency on when you get suspended and lack of communication for a program that they themselves promote customers to use. They promote it but make it extremely hard to earn the rewards that they offer and now claim suspension with no explanation.
Business Response
Date: 06/26/2025
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: 06/30/2025

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:06/17/2025
Type:Sales and Advertising 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 want my Xbox account named neighborhoodjay unbanned I was banned for a year with no warning or explanation and my appeal was denied i had no previous strikes on my account i woke up with 10/8 strikes and banned I want a explanation and account unbanned
Business Response
Date: 06/25/2025
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: 06/25/2025

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:06/16/2025
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.
Approximately 7 months ago I purchased a copy of Microsoft Office from Microsoft. The program did not work once loaded so I called customer support and the tech I spoke to could not log into my computer to repair because his systems were down. Since that time I have tried numerous times to call Microsoft support but can not get through because of 4-7 hour wait times. I work from home and can not be on the phone waiting for this for that long, The program does not work and the tech I spoke to on the original call to them said that he had to unlock something because I got a copy of the a wrong program (Microsoft 365) and he had to perform some revisions to get the Office Program I purchased to work. I purchased a copy of Microsoft Office and got something else. My issue is that I paid for something and now they won't help unless I spend the day waiting on the phone!! I don't know where else to turn!!
Business Response
Date: 06/24/2025
Dear ***** **********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support 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: 06/24/2025

Complaint: 23477853

I am rejecting this response because:
I agree and accept that this business will contact me to try to resolve the issue but nothing has happened yet so I can't approve that anything was resolved.
Sincerely,

***** **********
Business Response
Date: 07/02/2025
Dear ***** **********,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. After reviewing your complaint and recent service request **********, we found that our Tier 3 advocate, ******, has been assisting you with this matter. The case is now closed, as our agent confirmed your Office license is functioning properly. They spoke with you, accessed your computer with your permission, helped you sign in, and verified that you could save a Word document to ensure everything was working as expected. We are pleased to confirm that everything is now functioning correctly.

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:06/16/2025
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 pay an annual subscription for microsoft onedrive. In feb 2025, the service stopped working (shared users could not see shared files). I have been coordinating with msft support since then, reaching "tier 3", which has been unable to make progress on resolving my issue. I have spent hours over the past 4 months with msft making no progress.I have been asked repeatedly for ***** that I have already collected. It has been 4 months, and support has no update on progress.On jun 16 when i indicated compensation is a reasonable ask at this point. I was told **** doesnt not have further escalations, and I was again asked for info i already *********** this point, the only acceptable solution is a refund for the lost time using a paid service that has not worked.
Business Response
Date: 07/02/2025
Dear ****** ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We really appreciate your continued patience, and I want to sincerely apologize for the inconvenience you've experienced with your Microsoft OneDrive subscription.
We understand that you encountered a service disruption in February 2025 that affected shared file visibility for your users. We could confirm through ticket SR 7071357840 that the issue has now been resolved and that you have been informed of the resolution on June 23rd.
While Microsoft does not offer compensation for the time taken to resolve technical issues, we deeply understand how frustrating this experience has been. As previously informed, were happy to inform you that the issue has been fully resolved, and your service should now be functioning as expected.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/16/2025
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.
A friend of mine accidentally purchased a game thinking it was a demo/his account. I promptly contacted Microsoft and they refuse to refund and ignore even talking to me. The game was tainted grail for the amount of $44.95.
Business Response
Date: 06/26/2025
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:06/16/2025
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.
Did a windows update and my account got locked in a loop. It reset my PIN and made me create a new except when it supposedly sent a code to my email, it never went through. Later a *** would admit this is a known issue. I spoke with the first *** at 10am and they said there was no option but i needed to wait 24 hours to try again. I needed my files for work so i did not like this answer. I had to wait 45 minutes for that bad answer. After waiting another several hours and using Microsoft help page i reached out again waiting an hour to be contact support and advised that the other *** was incorrect and there was work around. They were able to create an alternate account but by this time it was time for me to leave work so it was escalated and i asked for a call back in 2 hours when i returned home. It took 3.5 hours for someone to call me. when they did i was in the middle of somethign and couldnt talk. they advised that they would call back in 30 minutes to an hour. i never got a call back and see that the ticket was close. Microsft support is horrible and they are avoiding know issues with thier porduct.
Business Response
Date: 06/25/2025
Dear **** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please fill the online form once again, 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:06/16/2025
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 turned my computer on and opened Microsoft Word for my work only to find I had been kicked out of permission to use it. I logged into my account (username, password) then it asked for me to confirm on the authenticator app. I go on the authenticator to find my account was logged out of the app as well. So I tried to log in through the authenticator app and it blocked me, telling me to sign in by typing the code into the authenticator app. But I couldn't since I was currently trying to log into it. Or by typing the code I received in my email. Which I wasnt allowed into in the first place unless I confirmed access through the authenticator. A loop. Sure they changed the licensing terms and conditions in an attempt to give themselves legal power to be morally bankrupt, but when I paid for ownership (not the illegal marketing bait and switch that they claim now: "buy to rent") years ago before such ammendments were made. They should have no right to cut off even a fraction of my access, simply because they decided to log me out, and then make my credentials ineffective to log back in by use of the coding equivalent of a logical fallacy perpetually looping into itself and blocking my access.
Business Response
Date: 06/26/2025
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

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Microsoft is NOT a BBB Accredited Business.