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

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  Microsoft

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:05/03/2022

  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 bought a Microsoft Surface Pro on Nov. 3, 2021. I have had a consistent problem with recording audio on this device. I have contacted customer support multiple times and have received no help. They gave me case number ********** but every time I call I either get cut off or, last time I called, I was put on hold for one hour and forty minutes before I finally got tired of waiting and hung up. Today, 5/7/2022, I called again and was cut off again while talking to an agent. I would like help from the BBB to get Microsoft to call me and resolve this problem. Thank you.

  Business Response

  Date: 05/10/2022

   

  Hello *******************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface issue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 1538929531
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 05/15/2022

   
  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:05/02/2022

  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 purchased Microsoft business 365 monthly. I am billed every month. I cannot log into the service. I have tried and tried to reach someone to help me. One time I was able to talk to someone but nothing helped. I have been paying for this for months and have never used the service. I want to cancel and get the money I've paid back.

  Business Response

  Date: 05/10/2022

  Dear *********************,    
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our **************** and Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 1538929014.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:05/02/2022

  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.

  Today Microsoft charged my bank account WITH NO PRIOR NOTICE for Microsoft 365 Family, a product that I NEVER ordered! I am not a family! I am a single person! If anything, I should have been charged for Microsoft 365 Personal, which is a lower cost. Microsoft has made it impossible to get through to **************** in any way except on a website that successfully prevents a customer from talking with a human being and straightening out their stupid mistake! If that's how they do business, they deserve a BIG PUNISHMENT!!! I live on Social Security Retirement and government benefits, and I do NOT appreciate having my bank account overcharged for a product that I never ordered!!!

  Business Response

  Date: 05/10/2022

   

  Hi ***********************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing concern.

  After reviewing your Microsoft account ********************* , we found the order related to the Microsoft 365 Family subscription
  Order Number
  9f096c9b-758c-4335-a02d-f4e911149d2b |9f096c9b-758c-4335-a02d-f4e911149d2b
  
  The refund was provided, which amount is 105.99 USD

  Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

  We sincerely apologize for any inconvenience that you have experienced,and appreciate your understanding 
  
  Sincerely
  Microsoft Corporation
  

  Customer Answer

  Date: 05/10/2022

   
  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.
  My intention was to change my subscription to the Microsoft 365 Personal version and not just to cancel completely. I have placed that order now.
  
  Sincerely yours,
  
  ***********************

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 17132815
  
  I am rejecting this response because: This situation keeps recurring. It's time to stop Microsoft from trying to FORCE me to pay for a version of MIcrosoft 365 that I NEVER ORDERED!!! My order was AND IS for Microsoft 365 Personal AND NOTHING ELSE!!! However, every time I turn around, Microsoft bills me for Microsoft 365 Family DESPITE THE **** I DO NOT HAVE A FAMILY AND HAVE BEEN SINGLE SINCE ****!!! I am truly sick, tired, and fed up with their thievery and they need to be stopped ONCE AND FOR ALL!!! Today, I received a notice that the payment for my subscription FOR MICROSOFT 365 FAMILY was denied WHEN MY SUBSCRIPTION WAS NEVER AND NEVER WILL BE FOR MICROSOFT 365 FAMILY BECAUSE I DO NOT HAVE A FAMILY!!! Maybe the problem is that I should be suing them for a bundle; if I could hit them in the pocketbook, THEN AND ONLY THEN WOULD THEY STOP TRYING TO ROB ME!!! No, they have tried this trick far too many times and I see they keep persisting, and my payment is always per month, but they try to FORCE me to pay for an annual subscription. I also see that they have the correct card registered, but they say it was declined. THAT IS JUST ANOTHER LIE!!! I don't know if they can be trusted with anything because they will defraud, lie, and *** without hesitation!!! I am going to file with the ************************ as well and hope that one of the agencies will lower the boom on them. I will not back down and will not pay for something that I never ordered!!! I see they make it impossible for me to convey the message any other way, so I file complaints against them when they really deserve a big, fat lawsuit!!! I want them to bill for the correct program on a monthly basis and maybe I should demand a monetary punishment for their dishonesty. I subscribed to Microsoft 365 Personal only. Bill me for that on a monthly basis with the debit card on file.
  

  
  

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

  Business Response

  Date: 10/05/2022

  Hello ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern of the Microsoft Family subscription billing attempt.
  
  We proceed for a reviewed of your account **************************** and based on your order history, there was a failed attempt.
  
  Date
  Jul 25, 2021 | 0:19:09
  
  Order Number
  
  ec3d4400-aceb-475a-b9b8-5f6c7e725072 | ec3d4400-aceb-475a-b9b8-5f6c7e725072
  
  Status : Failed.
  
  We are sorry for the inconvenience that it may have caused you.
  
  For future issues, please visit Microsof.com 
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 10/06/2022

  You say you sent a response to me. However, I have searched all three of my email accounts and did not find any response. I must add, however, that a technician worked on my laptop to install a new keyboard, but he proved to be very unprofessional and that laptop no longer functions. It does not read the hard drive and he had no idea what could be done with it. I was forced to buy a new laptop and to start all over. I was able to recover some files, but I did not find any response in the recovered files. That major mishap created enormous problems for me that I cannot resolve. If the response is on the old laptop, I doubt I will ever be able to locate it.
  
  I did call in to Microsoft about the billing problem and an agent said that he saw the problem and too corrective measures. However, I continue to receive notices via email about declined payments and lately I received a notice that my Word application will soon cease to function because of a payment problem. I filed a new complaint against Microsoft last week because they only use email addresses marked "noreply" and seem to avoid answering phone calls. I very much want to set things straight, but that is impossible if they make communication with them impossible.
  
  If Microsoft cared at all about its customers, it would have some secure channels that a customer could use for communication. A friend gave me a number that he claimed was for faxes and I faced documents to that number; however, like with all the other attempts, Microsoft showed no.signs of life to the faxes.
  
  Microsoft's customer service is unreliable when it seems to show little or no caring about its customers. Dealing with the Third World is something nightmarish that I would gladly like to see ended, but that kind of abominable treatment still remains characteristic of Microsoft. I am wondering if my current laptop will be dysfunctional because Microsoft makes itself unreachable in time of need.
  
  ***********************
  **************
  

  
  

  Business Response

  Date: 10/14/2022

  Hi ***********************,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing concern.

  
  After reviewing your Microsoft account ********************* , we found the order related to the Microsoft 365 Family subscription

  
  Order Number
  9f096c9b-758c-4335-a02d-f4e911149d2b | 9f096c9b-758c-4335-a02d-f4e911149d2b
  
  The refund was provided, which amount is 105.99  USD

  
  Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
  We sincerely apologize for any inconvenience that you have experienced, and appreciate your understanding 

  If you wish further support, please contact Microsoft.com to get assistance. 
  
  Sincerely
  Microsoft Corporation

• Initial Complaint

  Date:05/02/2022

  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 purchased an Xbox **************** Edition Halo Infinite console while stationed overseas. I am now back in the states and my Xbox has stopped working. It is under warranty until 11/15/2022. They refuse to repair it unless I pay them $300 (over 50% of the console's MSRP) because it is from another country. I tried explaining that we are an active duty family and we don't have a choice when or where we go. It is a faulty device through no fault of my own and is covered by warranty. I think they need to repair it, as the internals are identical across the Series X platform, regardless of origin.

  Business Response

  Date: 05/09/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox warranty repair issue. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 1538898574.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/14/2022

   
  Complaint: 17131192
  
  I am rejecting this response because: Microsoft has made it a point to f9rce me into paying $300 for a new/repaired Xbox even after explaining my service status. The internals are identical across the platform and this is nothing but a money grab and poor business practices.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/20/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. We sincerely apologize for any inconvenience you might have experienced, however your console is out of the service area, in your case the console is registered in ******, because this cannot be provided the in-warranty repair service.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 05/24/2022

   
  Complaint: 17131192
  
  I am rejecting this response because: the console is identical to every other console.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/02/2022

  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 purchased an Xbox One yrs ago. Through the years I have bought hundreds of games and money on Xbox live and Xbox cards. I brought my Xbox One to a hotel and used their internet and my Xbox account was locked. I KNOW my password! It has me going through a verification process in which I am required to have a text sent to an old phone number I do not own anymore. It asks me for the last 4 digits of a credit card that was closed yrs ago! Then I recieve a message stating that I can't supply enough info to unlock my account out. There is NO way to reach customer service directly! There is a link to send an email requesting a phone call. I have done those several times over MONTHS! Without someone contacting me directly my XBOX and all of its contents are rendered USELESS! I feel the company should be able to handle this directly or refund my money for Xbox and all content added that was purchased by myself. There should be a much better customer service available for gamers who have sunk Thousands into their products!Help me fix my problem or provide a refund so that I may buy a more reliable system, maybe its a Playstation.

  Business Response

  Date: 05/06/2022

  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 1538808581 .

  
  We will monitor your support case through resolution.

  Sincerely,
  
  Microsoft Corporation