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

5,352 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:07/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Microsoft 365 account and since I pay extra for a family account to share with others to use. I should be able to do this without a problem. I tried to contact Microsoft and filled in the support complaint for someone to call me, no one called for 48 hours. So, I tried the online support person who doesn't really understand my issue though she is genuinely nice Angelique ***** and tells me I need to do a remote session with her to fix the issue. It does not make sense, considering there is only one way to send invites. She tells me I have to send another request for phone help. I am working remotely and time is a factor in my work. I can't understand it when this is a simple thing like I sent an invite and it didn't recognize the email to send the invite should not require someone on my computer remotely or take this much effort. I am a techie, I work in VFX and animation and video games. I gave her the email address and she could check if the email was a problem. So, I am requesting someone to call me from the company. The query form that Microsoft uses is misleading and does not help people get the support they need.
Business Response
Date: 07/28/2022
Dear Akiko ***********************,
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
Customer Answer
Date: 07/28/2022

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. I just got an email from the company that says they will contact me in 48 hours so there might be a much needed follow up to this situation.

Sincerely,

Akiko ***********************
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.
Credit card was stolen and used on a Microsoft Xbox account to purchase games. The Xbox gamer tag that used the credit card unauthorized in the amount of $3000 is TX4TN. Case number through key bank is ********. The case is currently closed and we are unable to reopen the case through key bank. Microsofts research provided the gamer tag and console id of the thief. However, microsoft advised key bank the charges were valid and the case was closed. Microsoft has noted in our file the charges are not attached to our profile but will not provide a refund. Microsoft has advised we need to work with key bank and key bank has advised we need to work with microsoft. We are filing a police report and a complaint here in hopes the additional efforts assist in getting a refund for the unauthorized charges on the credit card.Thank you.
Business Response
Date: 07/27/2022
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 7006322675.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/20/2022
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.
It has come to our attention that the idiots over at Microsoft have installed red blocking screens on our email accounts so that anyone and everyone who either emails us, or that we email, is advised that we are "a dangerous website that steals customer data," and other such harmful false nonsense. Aside from the fact that we would like to know who exactly the b****** at Microsoft did this to all of our email accounts as per the attached notice from our website hosting provider, Network Solutions, we obviously want this to be fixed and removed immediately by Microsoft. Further obstructions to our law firm business by Microsoft will be met with much more aggressive legal and equitably responses, than a simple Better Business Bureau complaint. Be guided accordingly.
Business Response
Date: 07/25/2022
Dear *****************************,

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

The new Microsoft Edge is designed to detect, and block known harmful trackers to keep you safe, however, we let you decide what trackers to block at your own discretion.

You can choose from three levels of tracking prevention: Basic, Balanced,and Strict. Balanced is selected as the default. All three options block potentially harmful trackerstrackers we detect as cryptomining or fingerprinting.

Basic: Blocks potentially harmful trackers but allows most other trackers and those that personalize content and ads.
Balanced (Recommended): Blocks potentially harmful trackers and trackers from sites you havent visited.Content and ads will likely be less personalized.

Strict: Blocks potentially harmful trackers and most trackers across sites. Content and ads will likely have minimal personalization. This option blocks the most trackers but could cause some websites to not behave as expected. For example, a video might not play, or you might not be able to sign in.
Select your tracking prevention level

In Microsoft Edge, select Settings and more  > Settings  > Privacy, search, and services.

Make sure Tracking prevention is set to On.

Select the level of tracking prevention thats right for you.

Make an exception for tracking prevention

While preventing trackers increases your privacy, you might want to create exceptions for what you consider certain trusted websites. This will allow all trackers on those sites, including potentially harmful ones.

In Microsoft Edge, select Settings and more  > Settings   > Privacy, search, and services.

Make sure Tracking prevention is set to On.

Under Tracking prevention, select Exceptions.

Select Add a site, type in the full URL, and then select Add.

You can also create an exception directly from the site.

Go to the site you want to add as an exception for tracking prevention.

Select View site information  on the side of the address bar.

Under Tracking prevention, select Off from the drop-down menu.
We hope this information solve your issue. Youre of course always welcome to contact us again at https://support.microsoft.com/contactus
any future assistance.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Recently, I have been receiving unwanted emails from Microsoft. The email address in question is ************************ I do not believe I have an active Microsoft product associated with this email address. I reached out to their privacy unit to request REMOVAL of my email address from their database. A **** responded, but he was less than helpful. I expected him to adopt a hands-on approach to my issue, but it was non-existent. I am requesting BBB's help in getting me a resolution to this annoying privacy issue. Thank you!
Business Response
Date: 07/28/2022

Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unwanted email concern. We are unable to verify or locate a service request associated with the information provided in your claim. However, after reviewing your email address *********************** we found an MSA associated. If you want to stop receiving Microsoft emails visit this link https://support.microsoft.com/en-us/office/block-or-allow-junk-email-settings-48c9f6f7-2309-4f95-9a4d-de987e880e46#:~:text=Block%20Junk%20Email%20in%20Outlook%201%20At%20the,addresses%20and%20domains%3ASettingsDescriptionDon%E2%80%99t%20move%20email%20to...%20See%20More.
Block or allow (junk email settings) (microsoft.com)

Any account without activity would be deactivated in two years by our systems.

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: 08/04/2022

Complaint: 17592604

I am rejecting this response because:
I hereby submit this written rebuttal because I am dissatisfied with their response. If a customer is receiving unwanted emails at their private email address, this is NOT a support issue, but rather a PRIVACY issue. The support option are for customers who need support with one of their products or services. I do NOT personally (or currently) own Microsoft products so their response is less than helpful and is not making sense. Notwithstanding, I attempted to contact Microsoft support, via the telephone number provided in their response (i.e. ************), in hopes of being able to speak to a live human.

I got a recording stating that the only way to contact support is through their website. Unfortunately, when I tried that route, I was asked to enter a Microsoftemail address before I could go any further. I do not have a Microsoft email address, but I entered the Yahoo address where I am currently getting the unwanted emails. It was not accepted.

Microsoft asserts that We are unable to verify or locate a service request associated with the information provided in your claim. Thus, I am attaching a copy of Microsofts response to my recent privacy request,which was also less than helpful.

Thank you for your assistance regarding this frustrating situation.

Sincerely,

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

Hello *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unwanted Microsoft email 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 7006778799

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/29/2022

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. I am satisfied with Microsoft's resolution regarding this complaint. However, I am frustrated that Microsoft did not understand from the INCEPTION that I was attempting to close the "microsoft account" that was generating the unwanted emails. It would have saved time and frustration. Thank you BBB for bringing this matter to a close.

Sincerely,

***********************************
Initial Complaint
Date:07/19/2022
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 have been without Microsoft email service since June 1, 2022, which followed many attempts to prevent this occurrence prior to that date. Starting on June 8th I made attempts to resolve this problem, to no avail. Please see the attached June 10, 2022, letter that I wrote to *************************, CEO, Microsoft Corporation. Also, please see the July 6, 2022, written and on- line complaint sent to ***************** ********** Attorney General whose response was received by me on approximately July 9th. Copy of this document is also attached for your reference.
Business Response
Date: 07/26/2022
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 7006294433.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/19/2022
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.
Purchased a Microsoft Surface Pro 7, with standard warranty of 1 year (until 07/29/2022). After having multiple issues with the device - including daily shut downs & flickering screen - I contacted Microsoft in order to solve my problems (case **********). All repairs were unsuccessful & was told that being a hardware matter & under warranty, that Microsoft would replace my device. The replacement, however, would be not for a new device, but a refurbished one, that in the Microsoft Assistant's words (case **********) are devices that at first "did not meet with the standards of quality we have at Microsoft". This obviously was very unsettling, due to that fact that I would be trading a computer that passed the quality inspection & even so presented multiple problems, for another that hadn't even passed the quality standards. Therefor, cannot imagine the kind of problems I would face with the refurbished unit. Evidently so, I read the warranty, and under item 6 - Microsoft's Responsiblity - that "Unless a mandatory provision of your local law provides otherwise, (...) replacement may be with a new or refurbished unit". This meant that, opposed to what Microsoft Agents were telling me, I was entitled to a new device. I argued the terms of the contract in several attemps to solve the issue with Microsoft (cases **********, ********** and **********) and all agents stated that a new computer would only be given in the first 30 days of the purchase. That, however, is not what is written in the Standard Warranty and that binds both parties. I have attemped multiple solutions with Microsoft, but they are adamant in not acknowledging the waranty in its entirety. In attachment are all email conversations, including one in case ********** that after requesting the name of the supervisor, the agent told me they could not give the information & after him asking multiple times under what law, he finally sent the name, evidencing he wasn't giving the name out of malice intent.
Business Response
Date: 07/25/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding grievance.As stated in previous services request you submitted, if the Surface is still cover by the Standard Warranty, Microsoft or the retailer will (at its option)repair or replace your console with a like-for-like device, according to the Microsoft Limited Warranty you agreed with at the time of the purchase, all replacements are refurbished devices.

Genuine Microsoft Refurbished products have been inspected, tested, cleaned, and refurbished using genuine Microsoft parts. Each product goes through a rigorous quality Certification Process. Genuine Microsoft Refurbished products help reduce waste, which contributes toward our sustainability goals.

The Genuine Microsoft Refurbished product is warranted for 90 days or the remainder of your original warranty (or protection plan), whichever is longer.

We understand this is not the resolution you had hoped for by we stand by the resolution provided by previous advocates.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/19/2022
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.
This is with the Microsoft ********************** I was trying to register for an exam and received the following message:50048: Our records indicate that you have been terminated from the Microsoft Certification program, and your benefits, including access to this site, have been revoked. If you have questions or concerns regarding your status, please contact [email protected] have sent 3 emails and have not received an acknowledgement of my emails.I do not know why I have been terminated.
Business Response
Date: 07/27/2022
Hi **************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 07/27/2022

Complaint: 17587626

I am rejecting this response because:
I have gone through the proper channels and if you looked up my email address, you would have seen that. I am on my 2nd ticket and the 1st one was closed without a resolution. The email listed in the error message did not respond after 7 attempts. So, please let me know how you are going to resolve this since I am not getting the right customer service. I am on my second email and there is no response to my 2nd attempt.

Sincerely,

**************
Business Response
Date: 08/09/2022
Dear **************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. 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 7006689601.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/18/2022
Complaint: 17587626

I am rejecting this response because:
Microsoft support is not responding to the email that Microsoft's support told me to email. I have sent multiple emails and need a clear reson of why and how to fix and not the finality that they have placed on the outcome. Several other people have the same issue and at one point was informed there was an issue with an email account of a company that manages and owns the technology that is supposedly not working and the cause of the backlog and lack of response in several weeks.
Sincerely,

**************
Initial Complaint
Date:07/18/2022
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 preordered Destiny 2 Beyond Light. I have all the preorder perks, Microsoft added Destiny 2 to GamePass and those members got to play Beyond Light for free. When the above named game was removed from the GamePass, it removed it from my purchase history. I have in-game quests I cannot complete because it says it requires that I have Destiny 2 Beyond Light. I had it on my Xbox hard drive (as I paid for it) and it still was not working and asking me to purchase it. It also removed the Forsaken Pack I also paid for. I looked into it and it was suggested that I delete the Beyond Light game from my Xbox, and clear the cache in my settings on my Xbox One. I did that very thing. Not only did it not work, now my Beyond Light game has been erased and I cant reinstall it, as promised would Fix it. I have all the preorder content still, thank goodness I didnt delete that too! I never deleted the Forsaken content, but it says I need to repurchase it. I would like this fixed promptly so I can actually play my whole game, as quite a bit of Multiplayer is inaccessible due to Missing Content that has to be installed so the maps are playable. Its affecting my ability to play online with friends, my new and future seasons I have purchased, and any achievements, rewards, or gear that are made available with progressing through the story line. Its keeping me from finishing stories in my new season because I need the other content to complete them.
Business Response
Date: 07/25/2022
Dear ****** Rough,

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
Customer Answer
Date: 07/28/2022

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.

Sincerely,

****** Rough

So that I could actually play my game, I ended up having to purchase Beyond Light and the Forsaken pack all over again. I would like a refund when this game pass glitch has been resolved and my previously paid for game is restored.
Initial Complaint
Date:07/18/2022
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 had issues with Microsoft's Xbox live service that has resulted in unnecessary expenses.I purchased a 12 month Xbox Live Gold card from Gamestop on 07/17/2022. I received the code digitally and used the Xbox store to redeem the code.The code was successfully redeemed, but I was unable to play games resulting in an error code of 0x803F900A. I restarted the console to find that the 12 months of Xbox Live that I had purchased was not showing as redeemed under my subscriptions, but when I went to reenter the code it would not allow me to enter a second time.Furthermore, I discovered that I could not play any games as the console would only provide error code 0x803F900A. This error code would not resolve until I additionally purchased one month of Game Pass Ultimate from the Xbox Store.Microsoft needs to credit my 12 months of Xbox Live to my account. They also need to fix this error code as it is resulting in extortion. I want the subscription for Game Pass Ultimate refunded.The reason this has become a BBB complaint is because I have tried to resolve the problem using the online service. However, the process is too convoluted as the virtual agent does not allow for resolution of problems like this, and Xbox would not connect me to a live agent.
Business Response
Date: 07/25/2022
Dear Drake ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding grievance.We are unable to verify your account or locate a service request associated with the information provided in your claim.

Please follow the next steps to fix the error 0x87DD0005 occurs when using your Xbox or Windows: https://support.xbox.com/en-US/help/errors/error-code-0x87DD0005

If after trying that you are still experiencing the same error, please provide the Microsoft Account email address associated with the Xbox account in question

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:07/18/2022
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.
my microsoft account on xbox was hacked 7/13/22 at 438am the email was changed and the phone number and now 6 days later i have yet to get a live person on the phone without being disconnected and have submitted the recovery request three times only to be told they were never escalated due to microsofts connectivity issue... i was then told they couldnt recover my account because the email i provided was to a new account they told me to recreate to recover the account to only be told they cant help me
Business Response
Date: 07/27/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account. 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 7006322395.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/27/2022

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,

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

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Complaints

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Microsoft is NOT a BBB Accredited Business.