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

5,390 total complaints in the last 3 years.
2,155 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:08/31/2022
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.
Microsoft is not honoring their Bing Cashback Rebates. They are now listing every excuse under the sun why the rebates didn't go through. I first contacted them July 15th after I made a $946 purchase on BJ.com which was eligible for 16% cashback on July 9th. I confirmed Cashback was on and working (vi the Edge browser). I was told it could take up to 30 days to process.Then on August 7th I had a purchase of $305.25 on Rover.com that was eligible for 15% cashback. Again confirmed **** showed it was active but never received anything. I emailed asking about the Rover purchase and I was told they were looking into it.On August 29th I received an email saying they were closing ticket ********** and listed 11 reasons why I didn't receive the rewards. None of those are valid, and at the very least it wouldn't have happened twice if somehow something didn't work correctly.I am requesting my cashback $45 from the Rover transaction and $151.36 for the BJs transaction.Had I known Microsoft would make this so difficult I would have used a different cashback site.
Business Response
Date: 09/05/2022
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 7007434557.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/23/2022
Hello, I'd like to request ID # ******** be re-opened as they contacted me but they didn't not resolve the issue.

Thank you,

******
Business Response
Date: 10/03/2022
Dear *************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that your case is still active and in investigation, you will receive an update from our advocate ******************** as soon as possible.

Please keep reviewing your inbox for more information.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/31/2022
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.
There was a charge on my CC that i didnt approve and I cannot contact anyone from microsoft to correct this charge. There is no history of this charge or subscription on my Microsoft account when i log into account to change all the info or try seeing what devices are connected to this account.
Business Response
Date: 09/07/2022

Hello *******************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account charge issues.
A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7007495667

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/31/2022
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.
A man named ***********************, a software development engineer, from Microsoft with employer Id number *******, answered a call when my computer told me of possible compromises and to call Microsoft number. Over the conversation, it became clear to me he was not legit when he changed the corporate number for my bank, ************ It happened Tuesday, Aug. 30 from before lunch until after 1 oclock. He will not answer phone now after I said I was going to my bank to clear up any problems. Number he gave me was ************. Please check this out as I do not want this happening to anyone else. And, it makes me want to trust no one. Microsoft definitely needs to about this.
Business Response
Date: 09/08/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, Agent ********** have submitted the feedback to the contact department, and they will do an internal investigation. Keep in mind that Microsoft wont ask for any bank information. Thank you for letting us know about this issue.

Microsoft now considers this case closed and will no longer be responding.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/30/2022
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.
My issue is with my windows pro license which bought a while back but is now no longer recognized by MS due to the fact that I had to replace my motherboard. This is allowed by the license but MS gives me no way to reactivate and no means to contact customer support. The only option available is to buy another copy. Now my pc shows "Activate Windows" in the corner implying to anyone who can see my screen that I am using an unlicensed copy. I have a valid license and paid for it so I just want what I paid for.
Business Response
Date: 09/06/2022
Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows license issues.We are unable to verify or locate a service request associated with the information provided in your claim.
We would like to assist in investigating your claim, however without a valid service request number we are unable to take further action. If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support about this issue, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/06/2022

Complaint: 17802740

I am rejecting this response because:

This is the stock response. I tried getting a support number already but there doesn't appear to be a way to actually get one. After spending way too long on hold and after following endless cycles of "support" links I gave up and went with the BBB. I've already followed all of their stock instructions and none of it works. All the links to connect you to support ask me to buy another license of windows. It really feels like a scam at this point.

Sincerely,

*************************
Business Response
Date: 09/13/2022
Hello *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows license and activation issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7007755795
Sincerely,
Microsoft Corporation.

Customer Answer
Date: 09/24/2022

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.
Microsoft's support team contacted me and resolved my issue over the course of several days. Thank you BBB for helping me get the support that I needed and was entitled to! I wish MS treated every customer this way.

Sincerely,

*************************
Initial Complaint
Date:08/30/2022
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 helped my child create an xbox account of his own. To do this you need an email address. We created a hotmail account through Microsoft who owns xbox. My child played his game then logged out. When I attempted to log him back in the next day the account asked for a password. He did not remember the password. This began a long list of attempts to reset his password. Because the alternate email info was not filled out right away a separate form has to be completed for password recovery. This form does not work. I attempted to call the company for support which is not possible. There customer service number is a recording that tells you fill up your issue online. You do not get any responses. You can request a call from an agent through the chat but it limits you to 3 times in a 24 hrs period. I have requested multiple calls and been hung up on several times. I have completed the recovery request and still have not had my issue resolved. Every rep I speak to says the account recovery **** is the only people that can fix it but they dont have contact info you have to email them. They cant supply an email and when you get any emails from the company it tells you not to respond because the mailbox is not monitored. I am on day 4 of no help with my issue.
Business Response
Date: 09/06/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7007470508.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/06/2022

Complaint: 17801420

I am rejecting this response because:
I do not have an issue with billing so a billing specialist will not be able to help me. I need someone who can help with background technical issues. I spoke with a customer service agent and supervisor today that basically told me oh well we cant help you just create a new account. This was after I explained that 3 yrs of data would be lost.

Sincerely,

*******************************
Business Response
Date: 09/15/2022
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 SR7007842451.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, as a first step to resolving my issue but not as a completion of my issue.

Sincerely,

*******************************
Initial Complaint
Date:08/30/2022
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 downloaded COD vanguard because it was supposed to be 120 fps and be optimized for the series s. after playing I noticed how that was nowhere near the case and it felt worse than 60 fps games by far with some awful visuals, as you can see by screenshots i made my refund request within the range of time and was told I couldn't have any game time at all so they denied my refund so I reached out on the phone to see my options and was told to file another request and was denied again but this time was told my request was past the time frame to request a refund which is not only a lie at the time i submitted it but its also not the real scenario at hand so here i am showing the facts. Im beyond upset at your CS.... in the past ive legit lost an account i had forever because someone hacked my account and lost $$$ which I never got back because I was too young to understand and I will not be taken advantage of again by you guys. I hope we can get me a proper resolution with a bare minimum of a refund or I will take this further if need be and im very hesitant about even continuing to use microsoft products in the future. I also have included screenshots of the 2nd refund request email replies with dates.
Business Response
Date: 09/05/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Game refund request. After reviewing your complaint, unfortunately, a refund is not always provided as all digital purchases are final and non-refundable as outlined by our Terms of Sale.

Please refer to the snipped quotes below from our Terms of Sale (https://www.microsoft.com/en-us/storedocs/terms-of-sale),  Section 16 and the  (https://www.microsoft.com/en-us/servicesagreement),  Section 9, part (g):

Some items are not eligible for returnall purchases of these types of products are final and non-refundable: digital apps, games, in-app content and subscriptions, music, movies, TV shows, and associated content

We reserve the right to issue refunds or credits at our sole discretion.

However, I decided to make an exception to make further investigation on your claim, could you please confirm the email address used to make the purchase and consider a refund?

Thank you for your patience and understanding, and for being a member of the Microsoft community.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2022

Complaint: 17801217

The email I used is *********************

Sincerely,

*****************************
Business Response
Date: 09/09/2022
Dear *****************************,

Thank you for your response. After an investigation of your case, I decided as a one-time exception to refund the total amount of $37.44 USD
Generally,refunds will be received back into your account within 72 hours, however, could take up to 30 days depending on your financial institution's individual policies.

We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.It was more than a pleasure to assist you with your escalation to our executive and I hope you have a wonderful day!

With this information recently provided I will be closing this case at this time as no actions can be taken. Microsoft considers this matter closed. Youre of course always welcome to contact us again at https://support.microsoft.com/en-usfor any future assistance.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/13/2022

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:08/30/2022
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 requested Microsoft to honor the 1 year warranty on a Microsoft Surface Duo device. ******************** said they would perform an "Advanced Exchange" and put a hold of $1,633.91 on my credit card on August 24, 2022. Unfortunately the Advanced Exchange has not been completed and Microsoft support agents are unable to determine why or resolve the issue. The last agent I spoke with hung up on me abruptly while I was speaking to him.Case numbers are **********, **********
Business Response
Date: 09/06/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Duo Advance exchange 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 7007463979.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/29/2022
Type:Delivery 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.
This has been happening for a year. I'm being harassed by emails that come from customers that havr accounts with them and people that work there. They ate sending me **** videos, do i want a date and the lastest is a mail order bride. I have contacted them, gave them the email addresses and they've done nothing!
Business Response
Date: 09/05/2022
Hi *************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your spam emails.
We suggest you follow this link in which you can see how to block the senders.
https://support.microsoft.com/en-us/office/block-senders-or-mark-email-as-junk-in-outlook-com-a3ece97b-82f8-4a5e-9ac3-e92fa6427ae4#:~:text=To%20block%20someone%20in%20Outlook.com%2C%20select%20the%20messages,select%20Junk%20%3E%20Block%20%28or%20Spam%20%3E%20Block%29.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/05/2022

Complaint: 17794142

I am rejecting this response because:It's not being sent to my email but as a text message to my number but from a outlook email.

Sincerely,

*************************
Business Response
Date: 09/13/2022
Hi *************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your spam emails.
We suggest you follow this link in which you can see how to block the senders.
As suggested please set the rules of your email account and let what users or domains can get you.

https://support.microsoft.com/en-us/office/block-senders-or-mark-email-as-junk-in-outlook-com-a3ece97b-82f8-4a5e-9ac3-e92fa6427ae4#:~:text=To%20block%20someone%20in%20Outlook.com%2C%20select%20the%20messages,select%20Junk%20%3E%20Block%20%28or%20Spam%20%3E%20Block%29.
If you need further assistance visit microsoft.com
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/29/2022
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.
Friday 8/19/2022 around 6:00pm, my Microsoft account was abruptly locked with no access to email, online storage (OneDrive) or my Office 365 subscription. I have filed two support tickets with one response stating that a serious violation of the Microsoft Services Agreement. No further explanation.I have done nothing wrong or if I had I would like more information and what I could do to get it reinstated.Can someone please help in finding a resolution
Business Response
Date: 09/04/2022
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent complaint. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the account in question.

If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.

Thank you for your patience and understanding, and for being a member of the Microsoft community.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2022

Better Business Bureau:

I'm responding to my complaint with the information that Microsoft requested. My user ID is *********************** and my Issue ID is ***********.

Please forward this to Microsoft.

Thank you

*********************
Business Response
Date: 10/03/2022
Dear *********************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that, unfortunately, we are unable to reinstate the account.

Microsoft disabled access to the account due to a serious violation of the Microsoft Services Agreement: https://www.microsoft.com/servicesagreement/default.aspx#3_codeOfConduct.

As stated in the Microsoft Services Agreement, you will no longer be able to access any Services that require a Microsoft account.

For any subscriptions associated with the account, Microsoft will immediately cease charging the credit card on file for recurring charges.
We understand this is not the resolution you had hoped for, but we stand by the resolution provided by our advocate.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2022

Complaint: 17792154

I am rejecting this response because:
I paid in full for 1 year of Office 365, I'm not on a month subscription so I except a full refund. Also, I own the content stored on OneDrive and would like it moved to an account that I can access to copy it down. Also, I would like a copy of all the email stored in Outlook.

Sincerely,

*********************
Business Response
Date: 10/21/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7009086438.
We will monitor your support case through resolution.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/29/2022
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 have been trying to contact Microsoft for 2 weeks to cancel a subscription to 365, but the phone number they provided is wrong, and there is no place on their website to cancel.
Business Response
Date: 09/02/2022
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 again to investigate this matter and work with you directly toward a resolution. Your new case number is 7007362425.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/03/2022

Complaint: 17792247

I am rejecting this response because: Microsoft did not resolve the problem they created. I attempted to cancel Microsoft 365 by phone, but the phone number provided in my monthly billing is not a good number. I tried cancelling at the Microsoft website, but there is no available way to cancel. I have spent far too much of my time on this issue.

Sincerely,

*******************************
Business Response
Date: 09/12/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your account, ************ ELP Duty Manager, found that your Office Professional Plus 2019 is a Perpetual subscription, meaning that there was only 1 charge, and the service will last forever and cannot be cancelled.

Microsoft consider this case close as there are no further actions that can be taken.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 09/16/2022

Complaint: 17792247

I am rejecting this response because: Microsoft continues to provide incorrect information. I have been charged $10.81 eight times for a total of $86.48. See attachment. This is a recurring monthly charge. I have contacted Microsoft many times, and they still won't cancel the Microsoft 365 subscription, which is unethical and illegal.

Sincerely,

*******************************
Business Response
Date: 09/26/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a Executive agent of our Accounts and Billing Team again 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: 10/02/2022

Complaint: 17792247

I am rejecting this response because: There has been no resolution. I have contacted Microsoft numerous times to cancel the subscription, and I am still being charged. The latest charge was yesterday, Oct 1. Microsoft obviously has no intent to resolve the issue.

Sincerely,

*******************************
Business Response
Date: 10/06/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint SR: #**********, I have found that Relationship Manager ************ was able to issue the refund as one time exception for a total amount of: $97.29 USD into your Bank account.

If you have any questions or if we can be of further assistance, please feel free to contact us.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2022

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,

*******************************

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Complaints

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