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

5,351 total complaints in the last 3 years.
2,127 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:07/25/2022
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.
My son set Microsoft Ibox account when he was in ************** He is now 32 yrs old and no longer uses account and no longer has machine. He thought he did close account several years ago. We no longer have the EarthLink account that he uses so many yrs ago. Because of his age at the time of set up, he used my discover card. I have tried to stop this with both my Discover card and Microsoft. I can appeal payment with Discover but cant stop repeat billing. I can only talk with Microsoft through online chat and they say My only option is reopen an account with EarthLink to recover account. This is all so wrong. I want account closed and reimbursement for this year since Discover says my charge is valid in appeal. Last 2 yr they reimbursed. Microsoft case number is **********
Business Response
Date: 08/01/2022
Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your son's Xbox account and charges concern. We are unable to verify your account 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: 08/01/2022

Complaint: 17621164

I am rejecting this response because: I have attached the info from Microsoft conversation. Please review.

Sincerely,

*************************
Customer Answer
Date: 08/09/2022
See my texts with Microsoft. There Case number is on there
Initial Complaint
Date:07/25/2022
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 purchased a XBOX and PS5 at the same exact time for my son for Christmas. The XBOX was purchased on 11/18/2020 at Target in **********, ** for $538.74. My son was allowed to open this gift on 12/25/2020. My son, may have played this game a total of ***** times since I purchased it. One day, i decided to turn the game on and i received a message that stated there was no hdmi signal. My husband proceeded to buy a new hdmi cord, and that was not the problem. On 7/19/2022 i contacted support for trouble shooting and they took me through steps, which did not work. I then reached out to a csr, and was told my console was out of warranty and that i needed to put in a ticket and pay $299 to fix the console. This is unacceptable, your company sold me a faulty console, and then advise me to give them $299 to fix it. I would like for this game to be fixed, or replaced, at no charge to the customer who spent $500. We did not do anything to the console besides it sitting without being operated.
Business Response
Date: 07/29/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Console. 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 Xbox account and the serial number of the device.

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: 07/29/2022

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:07/25/2022
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.
I was being billed by microsoft for Office 365 (about a year ago). I do not use MIcrosoft products, I use apple. I asked them to stop billing and stopped charges. The charges have reappeared again this month - I am being charged for two family plans for office 365. Again. I do not use these products. I don't want them on my computer.
Business Response
Date: 08/02/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your 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 7006506593.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/02/2022

Complaint: 17618689

I am rejecting this response because:
I would like contact information. I could not find out who to contact, I have no email, no phone number, no way to address some random billing to my account.
I would like to find out why I'm being billed and what the resolution is once someone contacts me - I feel confident this will be resolved, however, the response provided is a show of good will to respond to the issue. I am happy to confirm that I have been contacted, but the issue has not yet been resolved.

Sincerely,

*******************************
Business Response
Date: 08/12/2022
Hi *******************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau. These are the only ways to contact us https://support.microsoft.com/en-us or call ************. However, we see that you are in contact with one of our agents. We will keep monitoring the case.

Microsoft Corporation.
Customer Answer
Date: 08/17/2022

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 told me: At this time, we will like to advise you to contact your payment instrument provider to dispute these charges as fraudulent and report the problem, as your payment instrument details could be used on other services than just those provided by Microsoft. Also, if your payment instrument has been lost or stolen, it is recommended that you request a new one with your payment provider. I have moved forward in removing your payment instrument from where the charges were coming from to prevent any reoccurring charges.
The situation has been resolved. Thank you for your assistance.

Sincerely,

*******************************
Initial Complaint
Date:07/25/2022
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.
Microsoft just billed me three times for 365. I have one subscription. Trying to get through to them is nearly impossible. Little thieves. I disputed with my bank. They should be sued for this. Look at all the same complaints!!!!
Business Response
Date: 08/01/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006480059.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/01/2022

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:07/24/2022
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 (either as our now-extinct non-profit (AIDS.ORG, **** purchased Microsoft Office 2010 years ago as a stand-alone, box product. We paid for it in full. Over the years, I have replaced my laptop several times as old ones died, and new ones were activiated. I still have several of the old laptops which admittedly have copies on it still installed. So for Microsoft to say that the number of activations have been exceeded is quite possible. I recevied this message, but was offered an option for telephone support, but it is no longer available. If only I could speak with their reps, but the phone is no longer available. I understand "support" has expired, but that doesn't mean that I still shouldn't have legal access to the product I initiallly bought right out, even unsupported - which I will take my chances. But I own this copy, and it is no longer functional & keeps asking me to take steps that are no longer available. It's a dead-end. Mind you, this ISN'T a subscription. This is a retail product. If only I could easily speak with ANYONE who will listen to my case & allow me to use my Microsoft 2010 again. Isn't this the definition of theft in that you pay for something, but you can no longer use it even though you own it. Again, I don't want support. I don't expect support. I just want to use what I have locally on this new computer that I legitimarly purchased. And from what I've read, I'm not the only one. But as you can understand, this is the ONLY way to communicate with Microsoft anymore to get this done, and get this done expediantly without ***** wait times even if there IS a special phone number that we don't know about. Please help. And Microsoft 2010 STILL continues to meet my personal needs, despite having no support. I don't care.
Business Response
Date: 08/01/2022
Hi ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft product 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
Initial Complaint
Date:07/24/2022
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 was charged for arecurring subscription for Microsoft for which i ma not using. they had my account set to automatic payment and no notifications (was not aware of that, apparently its their default setting) . they have charged me for a service i am not using and have not been notified about. now they are refusing a refund although i am not using the service.
Business Response
Date: 07/29/2022
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 7006396354.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/24/2022
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 purchased Microsoft Project software on July 4, 2022 for a special project. I paid about $58 for it. However, I entered my gmail account when I signed up for it. When I tried to access the software, it is asking for my microsoft email account. I searched and searched on the Microsoft website and there are no friendly customer service links. After two hours, I finally was able to chat with someone. That person was disconnected, so I had to begin the whole chat over with another representative. I was assured that someone would be able to switch my email account from gmail to microsoft so that I could use the software. I have been bounced around with no solutions. The last person told me to contact Microsoft Business Solutions. When I called that number, there is a recording which told me to go back to the website. There really should be a class action lawsuit with these companies that refuse to provide customer service. Either fix the account issue or give me a refund.I was emailed by BBB that Microsoft would be contacting me, but they have not contacted me.. I would like Microsoft to issue me a refund for a paying for a product that I cannot access.
Business Response
Date: 07/28/2022
Dear ***************************,

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

To be able to use the product you purchase you must create a Microsoft Account, here you can find the steps to create a new account: https://support.microsoft.com/en-us/account-billing/how-to-create-a-new-microsoft-account-a84675c3-3e9e-17cf-2911-3d56b15c0aaf

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: 08/02/2022

Complaint: 17616492

I am rejecting this response because: I do not need to create a new microsoft account as I already have one. I want a refund.

Sincerely,

***************************
Business Response
Date: 08/10/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is SR ************************ will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/23/2022
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.
Microsoft has habitually insisted upon replacing a now 3 time defective product with the exact same defective product and even has managed not to follow through on this. With the warranty time on this product dwindling, I continue to receive false promises from Microsoft of a solution, until I no longer am able to contact them and have to restart the process again. My Microsoft Surface Laptop 4 has had the same hardware issue with 3 separate units and Microsoft has had the desire to continue to replace the unit with the exact same refurbished laptop that experiences these problems routinely and has not followed up on any request to do that. I continue to receive assurance that Microsoft will make an effort to solve it while offering zero solution. I believe that Microsoft has no interest in actually making a concerned effort with agents providing false information and contact information seemingly in the hope of me dropping my concern. This is no longer acceptable and needs a prompt and courteous solution and not more of the same rhetoric and false problems.
Business Response
Date: 08/01/2022

Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface replacement issues. We have seen that you already have a previous service request 7006464642
In which the agent asked for further information, wait for his response in the next 24 hours and continue working with him.
In case you need further assistance please ask for an update to the senior who handles the case.
Sincerely
Microsoft Corporation
Initial Complaint
Date:07/23/2022
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.
My children several years ago used my key debit card to purchase an Xbox subscription with my debit card. I agreed Toto that. Now then sent no yearly letter asking us to cancel or renew. They have been debit my card for several years. I am a senior citizen have never used an Xbox. My children are grown and havent been here for years.Microsoft deliberately doesnt give out their phone no or address, forcin GB into wk o the computer, which Im not good on.key bank answer was they disputed 1 charge and said they could cancel my debit card. I need my card for my monthly bills that r debited. This is fraud! Deception! Please help me!
Business Response
Date: 08/01/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Billing 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 7006467098.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/09/2022

Complaint: 17615582

I am rejecting this response because: Hi I was contacted by Microsoft. They wanted several pieces of information. I gave them all they asked for and faxed the bank statement as requested. I keep getting messages for more information.

Sincerely,

*************************
Customer Answer
Date: 08/15/2022
Record of fax sent to Microsoft. I expect to be compensated fitr$71.45 as well as any years I never renewed and was charged!
Business Response
Date: 08/16/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing the case (**********) we see that the information you sent wasnt getting to our agent, please when sending Files use the file transfer link provided by or agent and make sure the files upload correctly, please continue to work with our agent towards the solution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/17/2022
Complaint no. ********. I just got off phone with Microsoft. They said they would only reimburse me for 1 payment if its in 60 days and no reimbursement of$71.45 thst I of to fax info to them. I will not accept this fraudulent behavior. Thank u!
Business Response
Date: 08/25/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. Normally the refund request must be reported in the first 30 days after purchase or in this case the renewal of the subscription. We understand that you *** were not aware of the renewal notifications sent to the email linked to the Xbox account where the subscription was purchased. Please consider that the refund you were offered.

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.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/02/2022
I still feel this was fraudulent not asking me to renew every year. U mention thats cant refund over 30 days. I have an entire folder of my emails to u over past couple months. I faxed over$80of bank statements u send u needed. U purposely stalled this out. I want my $80 For info which I sent to u and at least 1 ur of compensation for that never order Xbox subscription. Then I feel I have been made somewhat whole.I never want you to put me on any revolving Xbox subscription again! Ps Ive never used box and I never will!
Initial Complaint
Date:07/23/2022
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 Call of Duty Modern Warfare 2 Vault Edition on June 21, 2022. I checked yesterday in the Microsoft Store via Xbox, that my purchase is not showing. Instead, it shows I purchased the lesser standard version which is incorrect. I have attached an image of my purchase email showing I indeed, purchase the more expensive $100 dollar game. I requested a call back from Xbox support today, July 23, 2022. I receive a call from an overseas Filipino agent that states he sees the problem and will fix but needs to put me on hold. The agent puts me on hold for roughly 30 minutes and then the call drops on his end. I did not receive a call back so I had to request a second callback. Again, I get a Filipino agent that was extremely rude. I refused to state my issue a second time with low level customer service and requested and escalation to a supervisor based on my previous call ending with no call back. The agent puts me on hold and comes back 10 minutes later stating his supervisor is refusing to take the escalation unless I waste my time explaining the situation to him a second time. I tell this agent that I will not speak to him and to again, escalate the call. The agent has an attitude and says that its my choice if I want to wait on hold for along time and puts me on hold again. The agent comes back a third time and states he is refusing to escalate the call and purposefully hangs up on me. I was forced to request another callback, I receive a message from Microsoft that I have exhausted my call backs and will have to wait a full business day to waste more of my time. This is not the first time Microsoft customer service has willfully disconnected on me when I have had legitimate issues with their service. It is not the first time I have had disrespectful non customer service from ********************.
Business Response
Date: 07/28/2022
Dear *******************************,

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

Upon checking, the reason you are unable to run the game is because the game will be release until 10/27/2022.

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: 07/28/2022

Complaint: 17615279

I am rejecting this response because: Microsoft has not addressed being disconnected on. Microsoft did not reach out to me to fix my problem. Microsoft has no clue based on their response why I even called in and did not reach out to resolve my initial reason for calling in.

My purchase is for the 100 dollar version of the game. My purchase history in the Xbox store shows I only purchased the 70 dollar version. Microsoft has failed at customer service. ******************** is failing to provide the product for which I paid. Im fully aware I wont have access to a game that is not released. I do expect that Microsoft records my transaction appropriately and reflects in the store that I own the 100 dollar version and not the 70 dollar version.
I also expect that when Microsoft representatives willfully disconnect on me, and after filing a complaint, that corporate reaches out to me personally to resolve my issue. I called in once more after my initial complaint tight the BBB and was left on hold for one hour and ten minutes, on purpose by another Microsoft representative.
Because Microsoft is unwilling to resolve my issue through customer service and through the ********************, I will be filing a complaint directly with Microsoft corporate and referencing this ridiculous and unacceptable response.
Sincerely,

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

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