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

5,393 total complaints in the last 3 years.
2,156 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:08/28/2022
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Welcome I am complaining about a problem with my Microsoft account The email I am having problems with? ***************** The problem is that my account is locked. It asks me for the code sent to a phone number linked to the account in the past And I lost access to that number associated with the account I've tried everything but to no avail, still the same problem Please help me and solve my account problem, I need my account a lot Thank you
Business Response
Date: 09/04/2022
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 7007407642.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/08/2022

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,

Soufian Fali

Welcome
Thanks for your message I'm sorry I don't have a phone number and I would like us to communicate via e-mail better and better About my Microsoft account problem The problem is that when I use my account, a window appears telling me that we have noticed suspicious activity in your account. I will attach pictures to you in the attachments. And they asked me to send a code to a number linked to the account, and I had a problem that I lost access to that number linked to the account Tried everything even the recovery model but to no avail I really need your help to solve my account problem
Initial Complaint
Date:08/28/2022
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.
AUG A28, 2022 Done with Microsoft... I have to be after today how they treated me and my family I've been with Xbox for 22 years. Since Halo. played it except for a 5 year hiatus to the sandbox. I had COVID and was in the hospital, for 3 weeks, almost had permanent brain damage. Finally came home, rent went up I paid it, paid car note and car insurance, made sure the family was fed, paid the cable, internet, hospital bills, medications, no insurance no help from anyone. I sat down to play finally my only glimpse of happiness in a month. I finally felt good. Xbox game pass had lapsed. I don't really have money except for gas for our cars and lunches food etc. Called 3 times, the reps were not American, the second one hung up on me and the third 'manager' kept me on the phone for an hr just to say your burnt. 22 years man. I'm done with Microsoft. That was really cruel. It's like my chest hurts or something. Just terrible. All that for $15 and less then a week extension. Really that hurt. not gonna lie. How can they treat me like this. It was absolutely uncalled for and I just don't understand how they can treat me this way. A life long customer. Really really sad. Not really mad just devastated that they would treat me this way. I can pay it but after that I'm not paying anything until I hear from Xbox. Terrible company and customer service to a lifelong customer, vet, father, and gamer. Grow up ***************************** up
Business Response
Date: 09/02/2022

Hello *****************************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox game pass concern.
We are sorry to hear that, as a goodwill gesture, we have added on to your account ******************* ***** USD for you to pay another month of Xbox game pass.
We hope you can have fun a lot!
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/28/2022
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 have not been able to gain access to my email account ******************************* for nearly 2 years. I have reached out to Microsoft previously who have been of absolutely no help. I understand the security of a customer is important, but I need access to this email. This was my main account and has emails that I need to access in it. My recovery email to gain access to this account is incorrect and not something that I had changed it to. It says ty*****@live.com and the only email I have had similar to that is ************************ which I have access to and tried recovering via this email, but it is not the correct email. My email would not be any other @live.com email as I have never had any other @live.com emails. This is my account and I own the account and based upon the information I have submitted in regards to this account, Microsoft states that is wrong. Unless my account was hacked without my knowledge the information I have inputted should allow me to recover my account. I know that Microsoft has the ability to locate certain information despite whether they say they can not. You're a computer company, your employees can likely hack any account they wish to. I am totally willing to file a lawsuit against Microsoft. I can verify certain emails in my account. Certainly I do not remember them all as I have not had access to this account in 2 years. I want MY account back. My personal information is now just sitting dormant on your server so that anyone can hack it. I want access to my account and MY personal information that was used to create this email address. I have tried several times to gain access to my account that is now locked and Microsoft claims my information is incorrect. @live.com emails don't even exist anymore which means you shouldn't allow them to be used as a recovery email address because I do not own or have any other @live.com emails.
Business Response
Date: 09/05/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account access. 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 7007435054.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2022

Complaint: 17788364

I am rejecting this response because:I await your response and I expect a resolution to the matter. I hope this does not have to escalate to a Class Action Lawsuit.

Sincerely,

*****************************
Business Response
Date: 09/13/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case **********, we se that you were able to recover your account, we are happy that your issue has been resolved, as for now Microsoft considers the case resolved.

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 ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:08/28/2022
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 a Microsoft Surface Laptop 3 on August 26, 2021 Serial Number: ************. I have requested for this laptop to be fixed 3 times now because the screen flashes non-stop. Each time the laptop comes back it is not fixed and I have to create another order. This is completely unacceptable. The warranty is now expired, and seems to be a scam since you never fixed the problem in the first place. I want a replacement with a new laptop UNOPENED from the box. I do not want another faulty product that will just stop working again in a few days.
Business Response
Date: 09/05/2022
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface replacement. 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 7007434561.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/28/2022
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.
I tried to get a refund for a game I bought on Aug. 27th because it was so buggy and broken you could barely play it and I was denied because I had played it how am I supposed to tell the quality of something unless I use said product basically all I want is to refund the game
Business Response
Date: 09/02/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/27/2022
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.
Microsoft signed me up for automatic payment withdrawal without my authorization. I have canceled the subscription for Microsoft Office 365. I would like a refund, I would've never authorized money to be automatically withdrawn from my account. The initial payment was authorized through PayPal. I don't understand why it is so difficult to issue a refund. I've already removed the program from my computer.Please email me a phone number because I work 12-hour days and receive too many spam calls to answer my phone. I would appreciate a direct line to the representative if possible.
Business Response
Date: 09/02/2022

Hello *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Microsoft subscription cancellation and refund request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7007357352

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/02/2022
Refund received please cancel complaint

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.

*************************************************
Initial Complaint
Date:08/27/2022
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.
I bought a copy of Minecraft to play with my children only to find out that the version was not compatible with theirs. At first I thought I just needed to buy another copy but only later discovered I needed a whole new product. When I try to make an exchange (return the ************* copy for the right) Microsoft made it absolutely impossible for me to return. Now I am out $60 with a product that does not meet my needs and no way to get a refund. Their customer service is an impossible maze of chats, sites and email. They do NOT have a support number I can't call. I am very frustrated and upset that even after spending all this money I cannot play the game with my children who have the different version. I would be glad to buy that copy but it is simply insane that I cannot simply return the first copy though I reached out to them within their refund time of 30 days.
Business Response
Date: 08/31/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding you refund request. We are unable to verify your account or locate a service request associated with the information provided in your claim. The version of the game apparently you purchase Minecraft: Java & Bedrock Edition for PC associated with the ************************* should be compatible with any other users account however Online multiplayer requires Xbox subscription (sold separately).
Please review the information provided and if still not working or you have more gaming issues, please share a screenshot or picture of the error message displayed when you try to play with your loved ones so we can make further investigation and solve this issue, or if eventually you only want to request a refund.

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, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/31/2022

Complaint: 17783717

I am rejecting this response because:
It is an automated response that does not address my complaint directly. It only points me to another option to spend money on Microsoft. They can simply provide refund and be done with it. Also, I have already contacted service and only got the "automated" go around. I NEED TO DEAL WITH HUMANS!

Sincerely,

***********************
Business Response
Date: 09/06/2022
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 $ 29.99USD.

Generally, refunds will be received back into your account within 72 hours, however, this could take up to 30 days depending on your financial institution's individual policies.

We sincerely apologize for any inconvenience that you have experienced

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/27/2022
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.
I sent in a surface pro 8 tablet for repair to Microsoft and they cancelled the order. They havent sent back my tablet that I sent in or refunded me my money. This device is still under warranty. I also have proof that the device was delivered to them and they even acknowledge that it was delivered to them. They need to send me my tablet back (fixed), refund me or send me a new tablet. I am very disappointed by this as they didnt even tell me why the services was cancelled. I also used the shipping label they provided to send out the device.
Business Response
Date: 09/01/2022
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:08/27/2022
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.
DEMAND FOR REFUND I demand a refund from this Microsoft 365 account subscription of $*****. I never used this program and my child was on my phone Im assuming they clicked something and subscribed me. I am contacting my bank Monday. I want you to refund me via direct deposit to my financial horizons bank account ASAP of the ***** charge to my **************************** account. If I am not refunded for this error, I will seek legal action. Respectfully,*********************** Microsoft corporation One Microsoft way ******************************* 452 882 ****
Business Response
Date: 09/01/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Please If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/01/2022

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:08/26/2022
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 was directed to call Microsoft at telephone number ************ by Earthlink which could not resolve the problem which apparently resides in Microsoft Office. The recording on first try provided the email address for complaints of help.microsoft.com. This was found to be an invalid email address. The alternate address of support.microsoft.com initially provided by the recording was also found to be invalid. The third address found online of ******.microsoft.com was finally received as valid. But, given the false info received so far response is doubted to the problem of: After 3 days of attempts by staff members of Earthlink it has proven impossible to clear my computer of a bug that Outlook apparently has which precludes the operation of Earthlink after more than 4 attempts. Staff members of Earthlink have been unable to explain why Microsoft Outlook of its own volition switched to the use of a file entitled "Outlook.pst in the folder entitled "Documents" on my computer and refuses to respond to a re-created file in the folder which normally contains the file "Outlook.pst". The Earthlink email application continues to recreate "pointers" which direct the Earthlink application to attempt to use the wrong "Outlook.pst" file after multiple removals of the errant file and re-installations of Microsoft Office. Earthlink experts were originally reached at the telephone number of ************** and in desperation provided the telephone number for the Microsoft **************** of ************. The ******************** **************** only provided a recording which indicated that either of the two addresses at Microsoft in lieu of an actual person. Neither email address provided by the recording is valid. Because there is a large amount of personal and private business information on the computer gathered over the last few years this problem has created a considerable of stress.
Business Response
Date: 09/02/2022

Hello *********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft document access 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 7007358805

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/02/2022

Complaint: 17783011

I am rejecting this response because: I have had no response from Microsoft to my knowledge

Sincerely,

*********************
Business Response
Date: 09/09/2022
********
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your document access issues.
After further review, we found you have a Service Request: ********** that states as follows:

*************,

We have been attempting to contact you via email & phone number ********** you provided but we have been unable to reach you. As we have not heard back from you thus far, we will be moving forward with archiving your case.

If you are no longer experiencing your issue, feel free to disregard this email.

If this is not the case, please contact us at your earliest convenience and we would be happy to assist. You may respond by either replying directly to this message or by calling us.

Please be sure to include the following information in your response:
Phone:
Preferred contact Date:
Hours Available:
Time Zone:

Please allow at least one business day for a response.

Regards,
*************************
Support Engineer
Feel free to re-open the case or contact back the agent for further assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/13/2022

Complaint: 17783011

I am rejecting this response because: I do not see that there has been a response which excuses the action of Microsoft.

Sincerely,

*********************
Customer Answer
Date: 09/22/2022
Tell us why here.. The clarification that BBB has requested is simply that in all the documentation Microsoft has provided there is no mention of the fact communicated to be verbally in a telephone message of why the Outlook program switched from accessing all my historical emails in the Outlook.pst file in the location described by the path of :
C:Users/Owner/AppData/Local/Microsoft/Outlook/Outlook.pst
AND INSTEAD:
switched to accessing an Outlook.pst file located in a completely different part of the Microsoft code in Windows 7 Professional operating system described by the path:
C:Users/Owner/Documents/Outlook Pst file
Yet the Microsoft representative was aware of the alternate location of an Outlook.pst file that did not contain my historical emails which was created by Microsoft except to say that "perhaps" the switch to the alternate Outlook.pst file was reaching an unidentified number of my emails in the Outlook.pst file located at:
C:Users/Owner/AppData/Local/Microsoft/Outlook/Outook.pst This explanation is NOT acceptable since it potentially leads to the destruction of personal data and consumes enormous time.

Business Response
Date: 10/05/2022
Hello *********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft document access 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 7008585630

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 10/10/2022

Better Business Bureau:

In reference to response by Microsoft received on 10 October 2020 for complaint ID ******** this response from Microsoft simply indicates that I will be contacted again. But, I have received no such contact. So the BBB canned prepared response is not accurate. I still need to know how and why all of a sudden my Outlook emails no longer made it to my inbox. The concern based on input so far from Microsoft is that once the number of Outlook messages receives reaches a certain number a switch is triggered by Microsoft code that makes some change to where my incoming messages are stored or quits the storage of the messages to force the purchase of a new operating system from Microsoft.

Sincerely,

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

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