ComplaintsforMicrosoft
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Hello. I purchased the game Funko Fusion for the Xbox Series X on 9/12/24. It was a pre-order, so it wasn't playable until 9/13/24. I installed the game to my internal hard drive and tried to open it on 9/13 at 4pm and the game wouldn't open. I restarted my Xbox and still the same issue. I uninstalled and installed to another drive and the game still wouldn't open. It just crashed to my Xbox dashboard. I tired to get a refund and the bot rejected it. I can't play or open it so I just wanted to refund the game for store credit.Business response
09/23/2024
Dear ******* Ganges,
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer response
09/24/2024
Hello. I just wanted to inform you that someone from the Xbox team reached out to me outside of the complaint and resolved the issue. Could you please close the complaint. Thanks
******* GangesInitial Complaint
09/13/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I have been trying to resolve a difficult problem of removing multiple microsoft accounts in my name to no avail. I tried contacting microsoft via their email for support and caliing the company only to find it was wrong numbers and no one from the company ever responded to my emails. I cannot remove these accounts and these accounts will not accept the passwords initially used. I need tech support from microsoft to address these problems.Business response
09/21/2024
Dear **** ****** Jr,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.
In this type of situation, we recommended to use the ***************************** due that you need to recover the account and then delete the account, and you have this inconvenient with multiple accounts, unfortunately we cant delete accounts.
Sincerely,
Microsoft CorporationCustomer response
09/21/2024
Complaint: 22282497
I am rejecting this response because:
I tried the link provided and forgot password. I clicked on "forgot password" and the Microsoft authenticator has failed. Someone from Microsoft tech department should call me to assist because apparently I am doing something wrong.
Sincerely,
**** ****** **Initial Complaint
09/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
My **************** has a charge of $1.51 on 9/10 for a Microsoft purchase. I didn't make any purchase nor do I have a recurring payment arrangement for Microsoft so I called **************** and they issued a new credit card to me. Today, 9/11, I didn't even receive my new card yet, I saw an alert a charge of $50 hit my card again from Microsoft. **************** told me this $50 is charged against my new credit card number, the card I haven't received yet!There is NO WAY for me to contact Microsoft by phone and there is no meaningful option to report this issue online. I need someone from Microsoft to contact me and resolve this because I cannot change my credit card every day, and I shouldn't be inconvenienced and be forced to cancel my **************** account.Business response
09/19/2024
Dear **************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,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 7051912558.
Sincerely,
Microsoft CorporationCustomer response
09/19/2024
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
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Trying to activate windows 10.Entering Product id fails to activate.Contacted activation phone ************. Was walked through the activation process and that also failed. Then the system said it would transfer the call to an advocate.Problem:No one picks up the call, just music keep playing for more than twenty minutes. No message re. when will an advocate will respond.Microsoft does not say what the hours of operation are nor provide any useful information when called.regardingBusiness response
09/17/2024
Dear ************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,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 7051721139.
Sincerely,
Microsoft CorporationCustomer response
09/19/2024
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
09/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am attempting to purchase PC Game pass but whenever I try to sign in it gives me the prompt that "We can't sign you in because your account has been suspended from Xbox Live." My enforcement history doesn't show the reason.Business response
09/16/2024
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 7051642251.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a game bundle on xbox x( madden and NCAA football). Been playing it since day one. Pretty much only game I play. I am a war veteran with PTSD and it helps me relax and take my mind off things. An update was done recently and now every game I play inside Madden, especially in superstar mode, the game crashes and goes back to the ****** screen each and every time. I have asked ?s on the EA page, I have watched videos, used reddit, ea is avoiding answering the questions and it is effecting many users as per their comment boards. I asked Microsoft for a refund and was told I could not g et one because it was over 14 days old. I did not ask for an update nor did I have a choice to refuse the update to be able to play and now the game is rendered useless. The same thing was happening in madden 24 with no fix that ever came. my email I used for purchase was ************************* I just want my money back to purchase a different game that I might be able to play. at least since I purchased two games to be able to get two game vouchers for this. or even one game voucher to be fair since the college game works but was part of the bundle.Business response
09/16/2024
Dear ***** *******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your grievance. After reviewing your complaint, we have identified two tickets related to this matter: ** ********** and ** **********. Our Tier 3 advocates have thoroughly investigated your request and provided a resolution.
We regret to inform you that we must uphold the decision to deny the refund. This decision is based on the fact that the item was purchased two months ago and has been in use during this period.
Thank you for your understanding.
Sincerely,Microsoft Corporation
Customer response
09/16/2024
Complaint: 22263446
I am rejecting this response because: the game stopped working and not a single solution was given. I have since sold my xbox so now am out 150 dollars. Thanks
Sincerely,
***** *******Initial Complaint
09/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
A few weeks ago my Microsoft account was suspended due to "recent unusual activity." I appealed it and the suspension was lifted. However, Microsoft placed my account under a verification lock. The lock requires a verification code be sent to my phone number. I do not have the phone number linked to my microsoft account as I have a new phone number. I have not had that old number for years. Without the phone number, the second way to verify my account is with the account recovery form. I completed that SEVERAL times and each time I'm immediately told I have not provided sufficient information. While I might be missing some information, it is unbelievable that I'm told I did not provide enough information. I provided my password, skype name, skype contacts, and credit card info I used for a monthly Microsoft OneDrive subsription. That info CLEARLY proves I'm the account owner, yet the form does not accept it. I chatted with Microsoft support FOUR different times, each time spending hours on hold and then getting no solutions from support staff. The first time I was told to complete the account recovery form. The next I was told to complete the account reintatement form. The third time I was asked for tons of info and then was told I would be contacted within 5 days since my request was flagged as "high priority." I was never contacted. The last time I was told to complete the account recovery form again. I've recieved no help, no solutions. My account was not hacked. Microsoft should be able to prove that and look at IP address logins. Being strung along for weeks by support staff and then saying they can't manually unlock it is totally unacceptable. I've used this account for 5 years & have paid a monthly subscription for probably almost 2years. My account is ********************* I listed a different gmail account in my contact info on this form since I can't access my outlook account due to this issue. Please remove this verification lock on my account. Thank you.Business response
09/17/2024
Dear ***** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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 7051736405.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationInitial Complaint
09/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My outlook email account that I use to play Xbox has been wrongfully suspended. The only email I received from Microsoft in response to the appeal process I endured stated this account violated terms and conditions on Skype. Having never used Skype before I was confused and emailed back, with no response from Microsoft. I submitted many more appeals to regain access to my account in hopes of coming into contact with someone from Microsoft to no avail. I called Microsoft customer support many times only to have my call screened by artificial intelligence which told me to do this online and hangs up. I finally talked to a real person at Microsoft customer support who misdirected me to a department, resulting in no solution to my problem. When I was finally able to call back and talk to a real person I was hung up on mid-sentence as the person could not figure out how to help and figured that would be the easiest way to end the conversation. I have tried numerous times to get in contact with Microsoft about recovering my account and to provide a valid reason on why it was suspended in the first place but it has been almost two weeks since the incident occurred and Ive spent hours trying to fix this and Microsoft has done nothing but dodge my communication attempts. *** opened the following case numbers without response or resolution: SIR19753103, SIR19762620, SIR19787748.Business response
09/17/2024
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 7051725071.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
09/09/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Recently (today) I decided to purchase the "Get To Work" DLC or "expansion pack" as electronic arts is still calling such things... Only for The **** 4 which it is DLC FOR to NOT actually be working withim the game.I'd like to also add that I previously HAD the **** only to have my "license" for said DLC revoked randomly... Without returning my money.This time? I basically spent $40+ (after tax) on a DLC for a broken game (internal coding and such) after already being unable to get any money back FOR the broken game.I list Microsoft as the company this complaint being about due to the fact this transaction went through THEIR company and digital store. But ultimately I want this to be considered a complaint against electronic arts AND microsoft.Business response
09/23/2024
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we have found that the related item: The **** 4 Get to Work:The **** 4 has been already refunded on September 13th, generally, refunds will be received within 72 hours but may take up to 30 days depending on your financial institution's individual policies.
If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.
Sincerely,Microsoft Corporation
Customer response
09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. It is acceptable, though I DO want this issue to be taken to electronic arts (I refuse to capitalize the first letters as one would with names as I don't consider the company to be legitimate.) as many consumers are very upset with the way The **** 4 and it's DLC "expansions" are being handled after an update apparently.That isn't my only issue with the company, but my other issues aren't anything I can make a complaint to the BBB about.
Sincerely,
****** *****Initial Complaint
09/09/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Microsoft has arbitrarily restricted my Rewards account. This must be some faulty AI or automated process. I have done nothing to violate the terms of service (such as using bots or the like). This is an error on Microsoft's part.I want to be able to cash in my points. Microsoft should also give my double points or something as I haven't been earning the points I was due for I don't know how long.Business response
09/17/2024
Dear **** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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 7051737478.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
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Customer Complaints Summary
4,786 total complaints in the last 3 years.
1,882 complaints closed in the last 12 months.