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

5,353 total complaints in the last 3 years.
2,130 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:08/14/2022
Type:Customer Service 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 account was hacked around 1:10 PM on 8/7 and the next day I was able to successfully complete the verification form. However, they still aren't able to change the security info even though I'VE SUCCESSFULLY COMPLETED THE RECOVERY. This company's customer service is hot garbage, even if you prove your ownership they can't and don't do anything. Filed request for escalation on 8/8, and still no response.Case Number: **********
Business Response
Date: 08/22/2022
Dear ***** ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account security information 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 7007056315 .

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/28/2022

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 for now. Hopefully all goes well, will post updates.
Initial Complaint
Date:08/13/2022
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.
The game Uno on the Microsoft Xbox marketplace does not work and is unplayable on all new consoles. This has been a known issue for several years yet Ubisoft is still selling this game despite it not working at all. As soon as you open the game and click play the game crashes immediately, and its completely unplayable. Ubisoft has said they are working on this issue for over a year and still no resolution yet they are still charging people for this game and still selling it. Please make Ubisoft either fix this game so it is playable or remove it from the store. You are essentially stealing peoples money selling a product that does not work.
Business Response
Date: 08/19/2022
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: 08/20/2022

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. I have called support and was told that it would be sent to an "offline team" to review suggestions. I believe this needs to be escalated higher. It isn't really a suggestion. This issue needs to be resolved. Despite being told I would be emailed a ticket number I was not. So I have no record of the call or anything.

Sincerely,

***********************
Initial Complaint
Date:08/13/2022
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.
Hello my name is *******************************,On August 10, 2022, I attempted to create a business email thru Outlook.com using my Trademarked name "Pretty Solo". Today I went online to create my business email using my Trademarked Name as : *********************** so as I typed in the desired email ***************************** I get an error message in red " Someone already has this email address. Try another name " this is considered Email Infringement someone is using my Registered Trademarked name as their email address.My Trademarked Registration # ******** I've called multiple times, during the dates of Aug 10, Aug 11, (called 5 ****** ***** 13 today (called 8 ****** i did get thru to an ******** Service agent, i told her my situation and she re-directed me to ************************ and then the call dropped i have been using the number *************.So far the business has done nothing to give me any correct information on who help me solve this issue. This email that is taken needs to be deleted by the individual who is using it, due to the name being trademarked. Now i have gone on the customer support chat and to no avail the agent redirected me to an Microsoft admin page which again wasn't helpful. Because the current user has this email, i cannot create my Trademarked name as my Email address on Outlook.com I need this resolved by the company, this is a Trademark Infringement issue! Therefore needs to be handled in a timely manner.
Business Response
Date: 08/22/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft account 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 7007042946.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/12/2022
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 placed me on an auto-renewal process without my knowledge. On 8/12/2022, they charged my bank account $99.99. I am 100% sure I did not sign up for this auto-renewal process. I remember turning it off; this is the second time Microsoft has done this over the years, so I am mindful and careful to ensure the feature is turned off. They charged an old bank account, which I do not use anymore and ******** the account. Microsoft does not have a customer service number for you to talk with anyone. I did not request this additional service. I do not want this service. I want a full refund placed back into my account. It is illegal to do this to people and then not provide a way for you to get your money back.
Business Response
Date: 08/17/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 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 addressassociated with the charge and subscription so we can proceed and take further actions.

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:08/12/2022
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 MS ******* Pro 8 on July 21st, 2022 and keyboard. I want to return it, but the website will not give me an option to request a return label. I have reached out to chat support over 7 times today and every time I get connected with an agent, they stop responding to me. I am well within my return policy and I want to return all products I purchased from Microsoft. I have a label for everything but the actual surface pro 8 and the keyboard. Please send me a label for these items so I can return and be done with this company. It feels like they are intentionally trying to prevent me from obtaining a return label.
Business Response
Date: 08/19/2022

Hello ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface device return 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 7006964888

Sincerely,
Initial Complaint
Date:08/12/2022
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 billed my bank debit card $105.49 for a renewal of Microsoft 365. I never purchased Microsoft 365. I have no use for it. I already use Office Home and Student 2021. They sent me a email stating the charge was to renew Microsoft 365, which I had purchased in June or July of 2021. My bank statements show no such purchase. I DON'T NEED IT AND DON'T USE IT.
Business Response
Date: 08/18/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your M365 charge refund request. 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 7006941601.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/23/2022

Complaint: 17708383

I am rejecting this response because: They told me that it is over 30 days. So, they can't refund my money. I met with my banker as soon as I found out about the charge, and filed a complaint. I DID NOT HAVE ANY REASON TO PURCHASE MICROSOFT 365. It was Microsoft that dragged it out past 30 days. This is BS.

Sincerely,

*************************
Business Response
Date: 09/02/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your complaint, we will unfortunately not be able to provide a refund 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.

You can visit https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance for future issues.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/08/2022

Complaint: 17708383

I am rejecting this response because:I DID NOT PURCHASE MICROSOFT 365, and I AM NOT USING IT. The bank even cancelled my debit card, and issued me a new one, when I went to them with the complaint. Why is it so hard to understand that I HAVE NO USE FOR MICROSOFT 365?

Sincerely,

*************************
Business Response
Date: 09/16/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unauthorized Microsoft 365 purchase. After reviewing the case again, we decided to make the refund for ****** USD, refunds take for 3 to 30 days to reflect on your account depending on your financial institution. Microsoft considers this case resolved.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/11/2022
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 unable to login to my Minecraft account with my username Uglymooseman to move it to Microsoft, I have tried many different avenues of help and I have received no assistance, including Minecraft customer support and the community help pages. Thank you.
Business Response
Date: 08/18/2022
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 7006940806.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/23/2022

Complaint: 17706161

I am rejecting this response because: I will be contacting the business through their support which they just made a request for me, and I will put my decision here if it is resolved or not.

Sincerely,

*******************************
Initial Complaint
Date:08/11/2022
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 Office automatically charged my account $105 or so when I did not authorize it to do so. I no longer use any of the Office softwares. Used to be nice when the company wasn't greedy charging a yearly/monthly service for this. I don't need to pay for software I don't use and is never updated anyway. Would like to refund please.
Business Response
Date: 08/18/2022
Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your billing issues as to Microsoft Office and refund request. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006936319
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:08/11/2022
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.
1. Each week on my hotmail account I get about 30 emails from the each of the following: a. Facebook..."someone tried to log into your account." Can not unsubscribe or block. b. Beneficiary Title..... Have millions of dollars from the ********* Train stations, Airports, people, etc. Some older adults are more gullible than I. c. On bottom of many emails, there is a place to unsubscribe. Not possible. Meantime, recently see at top of hotmail can click on block.2. I am a female. I noticed in the past 6 months there are **** pictures of females and how to contact. Many one can not unsubscribe. Today, "Fu.., Me". Spelled out and **** picture of female and a contact.Fact. Microsoft is suppose to have ***************. Either that is not true or it is all about money
Business Response
Date: 08/16/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your complaint. Outlook.com is a free email service that contains ads to keep Outlook free for the user. When you login to your Outlook email, you will see ads in the far-right panel and the ad will change each time the page refreshes.
If you want to remove ads in Outlook.com, Microsoft offers premium Outlook features with Microsoft 365 subscriptions.
For more information, see: https://www.microsoft.com/en-us/microsoft-365/outlook/outlook-personal-email-plans?ocid=PROD_outlook_cons_outlook_ups_OL-Web_Ads-O365&rtc=1

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/11/2022
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.
Hi, I have a very old Minecraft Java account that I have wanted to migrate for a really long time. I log in with a username instead of email. The issue is I don't have access to the email address (It's a very old *** email that I lost access to years ago) and can't change the email. I need help migrating my account. I am a paying Minecraft customer so I would like to be able to continue playing the game with my existing license that I paid for in ********** you, looking forward to hearing back.
Business Response
Date: 08/19/2022
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: 08/19/2022

Complaint: 17705360

I am rejecting this response because: Microsoft support cannot help with Minecraft account issues. I would like to be put in touch with a Minecraft support representative. Thank you.

Sincerely,

Yoni Oron
Business Response
Date: 08/30/2022
Dear *********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint , the Relationship Manager **********, confirmed us that you must contact official Minecraft website to submit a request. Please provide them with the correct proof to move forward with your complaint.

Microsoft now consider this case as resolved.

Sincerely,
Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.