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

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

• 

  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:08/24/2022

  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.

  Over the course of the past four months, Microsoft or a scammer posing as Microsoft took payments of roughly 16 dollars out of my bank account. I attempted to resolve the issue by contacting Microsoft through their helpline and was ultimately told that my bank account and credit card information had been removed from the website during the period in which the funds were drawn from my account. Given that I was told that Microsoft might not be the organization or individual charging my account, I then went to my bank to establish a dispute on the charges and will ultimately be receiving word on the result of my dispute in the coming weeks. If Microsoft had made the charges, I would just like to say that my subscriptions were suspended and my methods of payment were removed and I would like a refund of the amount due per an investigation into the exact date of my cancellation. Thank you.

  Business Response

  Date: 08/30/2022

  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 ********** .

  We will monitor your support case through resolution.

  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/24/2022

  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.

  Bought a surface duo phone a year ago. had issues with it in the warrantee time. I received a replacement June 28, this year, and now having issues with this phone. Tried endless hours and days to contact someone at microsoft because I would like a refund. I'm on the phone for hours, no one picks up, get the wrong department then they transfer me and I wait forever, then wrong **** again after explaining the situation. calls continue to get dropped,. left on hold for hours. I don't want another replacement. I want to get my money back and never have to deal with microsoft again. A complete run around on the phone. At times the phone won't turn on, overheats or the battery suddenly runs out.

  Business Response

  Date: 09/06/2022

  Dear ***************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Duo warranty. 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 7007460783.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/07/2022

   
  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.  I will be waiting for them to contact me with a solution,  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/24/2022

  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.

  At approximately August 23, 2022 at 6:22:46 PM my Microsoft Xbox Account was suspended for a full day or two. Upon reviewing Microsoft Xboxs reasoning it was due to a message that they claim violated their "community standards". However, nothing in the message violated their community standards or guidelines and they absolutely do not offer a way to appeal short suspensions even if they're invalid. The message was related to a game I play on their platform referred to as Sea Of Thieves and the message stated "reaper tuckers coming. Run". I was warning a fellow boat that a another boat referred to as the reapers were trying to tuck away on their boat and hide. Yet I got an account suspension for this. If they at all feel this somehow violated community guidelines because they don't understand the meaning of the message they can contact the company RARE *** that made the game and verify that the message isn't at all anything bad and is about the game.

  Business Response

  Date: 09/02/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account suspension. 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 7007349563.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/23/2022

  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 reached out to Microsoft customer service in regards to a ********************** elite 2 controller that is under Microsofts warranty on 7/29/22. After chatting with "*********" he stated that he was processing everything to just give me a refund for the amount of the controller $179.99. He instructed that I would have to return the controller to Microsoft in which he created the label and emailed to me and stated that I would then be contacted by Microsoft asking for my banking info for the return. I returned the controller on 8/2/22 via ***** and it was received at Microsoft on 8/4/22. I never heard from anyone so I have been going back and forth with chats, phone calls, emails..etc. to no avail and just get a runaround. It has now been a month since this started and have grown increasingly frustrated that know one will resolve this for me. So now Im out the controller and still without my refund!All that I am asking is they honor what they've promised me, my refund. I have screenshots of my chat in which "*********" explained all of this (attached).

  Business Response

  Date: 08/30/2022

  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 7007276823.

  We will monitor your support case through resolution.

  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/23/2022

  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.

  I am 81 years old; I live by myself, I am sick and somewhat invalid. I have a paid support subscription with microsoft and for the last two days i am having problem wiht the internet I CANNOT GET A HUMAN BEING TO HELP ME. PLEASE HELP ME AND GET SOMEONE TO GET ME BACK WITH THE INTERNET. I CANNOT COPE ANY MORE.

  Business Response

  Date: 09/01/2022

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your internet issues and Microsoft subscription.

  After reviewing your account ************************* we did not see any issues with the account and Microsoft Office subscription either.

  If you are having issues with the internet itself, please contact your internet provider.

  Sincerely,
  Microsoft Corporation.

• Initial Complaint

  Date:08/22/2022

  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.

  Microsoft.com will not reply to any of my emails or communication. They will not even provide customers with a customer service phone number. I purchased a new Hewlett-Packard laptop this month which uses Windows/Microsoft system operating systems. I am unable to use my laptop because Microsoft will not accept any password to login. The option for resetting the password leads to questions to be answered. Even these questions/answers I input are rejected. This exact same problem ocurred with a ****** idea pad I had purchased Dec 2021. I spent hours with ****** support and Microsoft trying to help me access this laptop as well. These companies use Windows/Microsoft to run their operating systems and ****** could not resolve Microsoft blocking my access and totally messed up my this laptop. ****** finally took responsibility and returned my purchase price. So here we are again with Microsoft and cannot use this brand new hp laptop. I have sent them over six emails they refuse to answer. I feel in my heart this behavior (sounds harsh of me) but this represents institutonal abuse.I am 73 years old and have not been able to buy a computer for years and cant believe companies are getting away with not supporting their customers. I could not even find a phone number for Microsoft and believe it or not provided phone numbers for other countries. The 2 Microsoft Phone number are no longer in service and dont even provide the new phone numbers.I truly dont understand why the 3 companies are getting away with this treatment of their customers and that is why I finally complained.Grateful for this opportunity

  Business Response

  Date: 08/30/2022

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your  laptop access 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 7007274828
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:08/22/2022

  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.

  My email account ********************************* has been locked out. It is trying to get me to verify my identity using **************. Its not even giving me the option to use my alternate email.The issue being my phone number is now **************.I have provided them with the fact that my name on my email is Who Cares.My date of birth is 2/27/89 My Xbox gamer tag is Voldric25 My Xbox ID is **************** The last card I used to make a purchase end in **** and the expiration date is 04/26 The purchase before that ends in **** the expiration date is 10/23 The last three zip codes I have lived at are *****, *****, and 40160.I have gone above and beyond both on their automated verification system and to live agents to prove I am the account owner.The issue I am running into is that the automated system is rejecting me anyway. The live support has acknowledged that I'm real and it is my account but claims they can't over ride the automated system.The automated system is a program designed and wrote by Microsoft and there are tech support technicians whose job is to code, work on, and fix glitches with it. It is a human made program that they do in fact have full access and control of. I'm tired of them pretending their program that they wrote supercedes their authority. There are moderators and administrators whose job it is to maintain this system and fix errors.I have had this account for nearly twenty years and been using it as my email for my Xbox gaming profile for nearly a decade.I have years worth and thousands of dollars worth of products from them. I need my account back.I've verified I am who I say and they need to fix the issue even if that means they have to reprogram their whole automated system. It's broken and the humans who programmed it can fix it. Microsoft needs to acknowledge that and be held accountable.

  Business Response

  Date: 08/30/2022

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

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

  After reviewing the account ********************************* no issues were detected. This account looks fine.

  If you have not yet contacted support about this issue,visit Microsoft Support or call ************ to receive assistance.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17753664
  
  I am rejecting this response because: It's only fine because I texted the current owner of ************** and asked them nicely to tell me what the access code was because I couldn't get Microsoft support to help. I figured it out and got my account back but it wasn't due to help from your customer service.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/22/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Microsoft iPad and recently tried to change my email address with the Company. I experienced a huge problem trying to access my account to revise my access credentials. Step 1 was to request, and I did receive, a unique notification number. The required Step 2 was to submit the number to Microsoft on a form which, after many repeated attempts, I was unable to obtain. In searching the internet, I found that hundreds of individuals had a similar problem. Microsoft does a huge business but after purchase services are poorly organized. Marketing is at the top of their business model but customer service is at the bottom.

  Business Response

  Date: 08/29/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. 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 you want to regain access to for further investigation.

  
  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: 08/29/2022

   
  Complaint: 17753241
  
  I am rejecting this response because: Microsoft requires personal information(my Microsoft account information)  to respond. However, the problem is generic and they could analyze their system design shortcomings without that specific information.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/22/2022

  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.

  I subscribed to the Microsoft home 365 office product about 6 years ago but canceled it 2 years ago. This month I received a charge for $74 on a charge card of a different account number for the old canceled subscription! MS has no phone service and all on line access to refute the charge doesnt work!

  Business Response

  Date: 08/29/2022

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

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. We are unable to verify your account or locate a service request associated with the information provided in your claim. For me to assist you on this and investigate these charges I will need you to please provide me the payment instrument information where these charges are coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charges and the bank statement, where we can see that the charges are coming from Microsoft

  
  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

• Initial Complaint

  Date:08/22/2022

  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 have a Microsoft Surface Laptop 3 for Business that also is covered by a multiyear extended service contract that is supposed to provide Next Business Day replacement device support for business devices. After about a year and a half the Laptop 3 WiFi and Bluetooth stopped working. I contacted Microsoft Business/Commercial support on July 26th to troubleshoot the connectivity issues. The tech support rep quickly identified the cause to be hardware failure and placed a replacement order for the device. The tracking number for this issue is ****************. This is when all the trouble started. Microsoft sent me the wrong model device (and it was several days beyond the contracted next business day support level). I promptly notified Microsoft tech support, including dozens of emails to the initial first line rep, her multiple supervisors and others. Most emails do not get responded to and even worse several people and supervisors that have been involved no longer work with the company. Now nearly a month later and I am still stuck without a working laptop and the wrong model laptop and being run around in circles and delays.Through this horrendous support process, I have learned that Microsoft enterprise support for these devices is outsourced to a company named Concentrix Corporation and that the entire product line is only supported out of a single call center in *********. While many of the reps are pleasant enough on the phone by their own admission, they are unempowered to handle any hardware replacements directly. Instead, they are merely intermediates to a service center in the U.S. for which they can only internally message and that Microsoft customers have absolutely no direct access.As it stands today, I am stuck with the original non-working laptop as well as the incorrect model they have sent me but no one there is impowered to resolve the issue much less make up for their inability to provide the contracted level of support purchased.

  Business Response

  Date: 08/30/2022

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Exchange. 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 7007267541.
  
  Sincerely,
  
  Microsoft Corporation