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:07/23/2022
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.
Please direct me to the representative for Mojang. I have been harassed nonstop about a Mojang account which I cannot even access.
Business Response
Date: 07/29/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Mojang 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 7006396071.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/30/2022

Complaint: 17613800

I am waiting to be contacted.

Sincerely,

*************************
Initial Complaint
Date:07/22/2022
Type:Order 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.
****** play is allowing fraudulent platforms to continue with operations ,even though they are not paying out the winning claims ie, **************
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 ********** .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/21/2022
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.
There is a Phishing scam in Microsoft app stores:Several months ago I purchased a Ledger device (a cold storage wallet) to store my crypto currencies. In June purchased a new laptop and downloaded from the Microsoft app store an application which gave the appearance it was Ledger Live. The fraudulent application even used the Ledger logo on it. I provided the recovery phrase to recover my account and was told that the recovery key was incorrect. When I logged on to the real Ledger Live app on my phone the next morning my account was cleaned out. When I look for the app in your app store now it is no longer available, but I can show that I downloaded it from Microsoft because like I said I just got the computer. I reached out to Microsoft and they have not responded.
Business Response
Date: 07/28/2022
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 ********** .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/21/2022
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've reached out to Microsoft multiple times to stop charging my credit card, $8.53 each month. They tell me they can't do that without an account, which I don't have. I have disputed the charge with my credit card company and it stops for a few months, then it begins again. I would like for them to stop charging my credit card. And at this point, I want a refund!
Business Response
Date: 07/26/2022
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. As the account is unclear for you, 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 and the bank statement.

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: 08/19/2022
Please reopen this complaint. I tried to respond but unfortunately I was not successful. I would like to confirm my credit card information would be secure when entered into your system.
Customer Answer
Date: 08/29/2022
Unfortunately, I cant see what information is needed. My last 4 digits of the card being charged is ****. I previously sent you a copy of the statement with the charge listed.
Business Response
Date: 09/04/2022
Dear *******************,

Thank you for your response. After reviewing your complaint and recent answer to it, for me to investigate where the charges are coming from, we need you to provide the expiration date of the card so we can move forward with your request.

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/12/2022
07/25 expiration

Better Business Bureau:

I qhave reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Customer Answer
Date: 10/28/2022
Please reopen my complaint. The $8.53 is still being charged by Microsoft*RealmsPlus ******* **. At this point, I feel I should be reimbursed, back to the time of my claim. I have no idea what this charge is for, nor how to stop it.

*******************
Customer Answer
Date: 11/09/2022
expiration 07/25
Business Response
Date: 11/21/2022
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:07/21/2022
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 purchased Microsoft Office on January of this year and not only will Microsoft not allow me to use the service, but they are holding all my files hostage and I cannot access them. I have made repeated calls to Microsoft and they even confirm that I have paid for the yearly service, but will not assist me on accessing my account nor will they refund my money due to there breach of contract.
Business Response
Date: 07/29/2022

Hello ***********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account 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 7006390022

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/02/2022

Complaint: 17600903

I am rejecting this response because: they still refuse to honor the service agreement or allow me access to Microsoft Office

Sincerely,

***********************
Business Response
Date: 08/12/2022
Hello ***********************
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues.
After further review of the account ******************** we found the order 8443493c-777b-4984-8607-b859e68eb10f -
One-year subscription:Trio Office: Word, Slide, Spreadsheet & PDF Compatible
But not any Microsoft Office subscription, please provide us with the receipt or proof of purchase to create a new case for further investigation, in addition, we did not detect any log in issues as to the account ******************** if you have further details please share it with us to assist you further.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 08/18/2022

Complaint: 17600903

I am rejecting this response because:

Sincerely,

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

Thank you for once again affirming that I have that subscription that I CANNOT and have not been able to use! I can only use the free site and I still cannot access my paperwork and this has caused me to be extremely late on taxes! Been going on since last year and still you have provided zero resolution! I cannot access the account for the subscription as it requests that I purchase Trio! All I get is error messages or it saying the file is locked and to purchase the ************* I will admit that I was confused on the difference between Office and Trio. Regardless, you are not allowing me to use the service that you affirmed that I have. So I have gone almost a year of not being able to use the service! I have contacted Microsoft approx 30 times regarding this with zero resolution!
Business Response
Date: 09/09/2022
Hi *****
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription and access issues
After further reviewed, we found you already had a previous service request
********** which states as follows:
Hello *****,

This is ******* again with Microsoft Customer Support, I want to thank you for contacting us regarding your service request. What issues are you experiencing?

Sincerely,

******************
Customer Services Support Agent
******************** Customer Support & Services

Please feel free to reply back to the agent for further assistance.
Sincerely
Microsoft Corporation
Initial Complaint
Date:07/21/2022
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 has ZERO support. Online only. Online is irrelevant to my issure. Microsoft TOOK my videos off my computer and put in One Drive. There is ZERO way to download them. I NEED them back to edit and deliver to customer. HELP
Business Response
Date: 07/29/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your OneDrive 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 7006395642.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/21/2022
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.
On July 20,2022, my bank account was charged $107 for Microsoft that I was not given a warning about. I guess it was my yearly charge. However, last year I was told that I was entitled to a federal government/ military employee discount that I was supposed to receive last year but did not. I was suddenly charged $107 this year without notification, and cannot reach anyone in customer service. This is the second day in a row I have been trying to reach someone. The customer service phone number to speak to a live person directs you to a website to do live chat and then hangs up without talking to anyone. The live chat is a joke and difficult to use. When I finally was able to use it. I got a message saying they didn't understand my question and I would be emailed, WHICH I NEVER GOT!! So bottom line is, it's okay for them to take my money but when I question it, I can't get in touch with anyone, This is the worst customer service practice ever.
Business Response
Date: 07/29/2022

Hello ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account billing 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 7006389664

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:07/20/2022
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.
Tried to renew subscription for office 365. Received multiple error messages. Spent hour and a half online with support. When I checked my bank account, I found I had been charged seven times.
Business Response
Date: 07/29/2022
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 7006386106.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/20/2022
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 Hard Drive has been almost maxed out on my two Microsoft computers: 1. Surface Pro Laptop 2. Surface Pro 3. I had issues in how slow it was processing for a couple of months. 5 Weeks ago I noticed it was almost maxed out. I called Office 365 support and spent time with them over the phone. They stated to call ******* support. ******* support stated it was a software MS 365 and to call them. 365 stated again it is ******* support. ******* support again stated it is 365. I called 365 and they went through things and stated this has been escalated and I should receive a call. This was last week. I never received a call, Covid has hit our home, and I called 365 on 07/18/2022. They have been working with me since on both computers. Today, I have made it abundantly clear I have covid, not feeling well, and have deadlines, but impossible to get things done when both computers are running so slowly. Afiz with 365 worked with me, was disconnected and took almost 40 minutes to call me back. This was after working with him for over 1 hour, we got connected to ********* at MS ******* support. Christan did a factory reset, which while it was doing this, he was disconnected and never called me back. I waited 30 minutes, called MS ******* support, explained to a guy named ***** what happened. ***** confirmed ********* put zero notes into the system and I pleaded with ***** that if we are connected to please call me back. I walked through the problem, plus everything we had done to try and resolve it, including complete removal of Office 365, and the problem was still there. I explained the factory reset was unsuccessful and no changes made. He stated he would get me to a different department and I requested him to stay on the line. He agreed and in the midst, we were disconnected again with no phone call back. I called 365 and cannot even get through to a person. It is telling me to go to their website "goodbye" and hangs up on me. Forgive typos.
Business Response
Date: 07/28/2022
Hello ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your storage incident with your surface computers.
A senior member of our Microsoft Technical Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006353040
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:07/20/2022
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.
Microsoft has failed to help me recover my Microsoft account. I have reached out to Xbox support and spoke to a representative, and I haven't even gotten a single email back after talking to them.I have completely and properly secured my account, and even had a recovery code on the account. What's the point of setting up a recovery code if I can't even recover my account with it???I'm infuriated with Microsoft for this. I want my Microsoft account back now.
Business Response
Date: 07/25/2022
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 address associated with the account you want to recover to further investigate your situation and help you solve the issue.

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: 07/25/2022

Complaint: 17596776

Email: *****************************
Xbox Gamertag: HattieLucina

I cannot sign in with my email. It's like my account was deleted.
*******************************
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 7006390450 .

We will monitor your support case through resolution.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/05/2022

Complaint: 17596776

I'll be waiting for updates on this situation.

Sincerely,

*******************************
Business Response
Date: 08/15/2022
Dear *******************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that our advocate **************** from Accounts & Billing Support Advocate sent an email with some instructions to follow on August 1st, 2022, which explained how after you validate some information you can regain access to the account, please feel free to reply directly to the last email sent by this advocate with any questions or concerns, or reply by this response and we will be happy to help.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/19/2022

Complaint: 17596776

I am rejecting this response. The form states that accounts that had 2FA enabled cannot be recovered this way. My account had 2fa. Please give me another option to recover my account.

Sincerely,

*******************************
Business Response
Date: 08/25/2022
Dear *******************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** our Relationship Manager **************** is taking over the case now to work towards a resolution, we apologize for all the time invested to get this solved.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/01/2022

Complaint: 17596776

Alright. I'm hoping we can solve this issue.

Sincerely,

*******************************
Customer Answer
Date: 09/08/2022
My account was compromised and Microsoft refuses to return it to me, despite the fact that I've provided everything, including recovery code.
Business Response
Date: 09/13/2022
Dear *******************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that our Relationship Manager **************** contacted you on August 29th, September 2nd,and finally on September 5th with the result of the investigation.

After a thorough assessment, we regret to inform you that we are unable to verify the account ownership. Therefore, we cannot continue assisting in recovering the account due to the security of the account. Please understand that Microsoft takes customer online security very seriously. ******************** is committed to customer security because of the private,personal, and potentially financial nature attributed to each Microsoft account.

Currently, all methods of regaining control of the account have been exhausted. If you can provide any new information in the future that might help you prove ownership, please email ******************************************* with Service Request # **********.For future issues, please visit support.microsoft.com.

We recommend that you create a new account so that you can take advantage of the same services you were using before. I have provided a?link below with recommendations to help you?better secure your next account and prepare it for easier recovery in the future should you run into any problems: https://support.microsoft.com/en-us/account-billing/how-to-help-keep-your-microsoft-account-safe-and-secure-628538c2-7006-33bb-5ef4-c917657362b9

Thank you for your understanding and patience while we tried to resolve this issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/13/2022

Complaint: 17596776

I am rejecting this response because:

This response is completely absurd. I provided ALL the information I have, INCLUDING my recovery code. What's the point of a recovery code if I can't use it?????

This is quite literally the most absurd response possible. I want my Microsoft account back.

Sincerely,

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

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Microsoft is NOT a BBB Accredited Business.