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
10/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
My *************** email account was recently hacked, and the hacker sent an email to everyone in my address book. When the person who receives the email from the hacker and responded to the hacker's email, their reply went to an old Hotmail account of mine which the hackers obtained from my *************** email profile. Obviously, the hackers now have access/control of that account and are using it to trick people into sending them money or gift cards. I called the Microsoft Support number I found online and was told the only way to regain access to my Hotmail account was online. I haven't used my old Hotmail account in 20 years and could not remember the answers to the questions the Microsoft online form needed and was told: "Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership". All I want to do is delete my old Hotmail account so that the hackers can no longer use it to defraud anyone else. I just need to talk with a live support person from Microsoft Support so I can explain my case and hopefully have them disable or delete that Hotmail account. It would also be nice if Microsoft Support would track down who took control of that account and report them to the proper authorities. Could you please intercede on my behalf to have Microsoft Support call me.Business response
10/08/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer response
10/09/2024
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. Actually, I received an email from ****** with Microsoft Support today. He indicated if he is able to confirm that my old Hotmail account has been taken over, he will have it permanently suspended and in time it will be deleted due to inactivity. That would be great. Once I am notified that my Hotmail account has been deleted, I will consider this issue resolved.
Sincerely,
****** *****Initial Complaint
10/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
URGENT: "Browse" Tab Missing in Copilot App AI Despite Full Permissions Dear Copilot Support Team,I am following up on my previous urgent request. Despite granting full permissions to the app for accessing photos and videos ("Always allow all" selected), the "Browse" tab is still missing in the Copilot app AI, and I'm unable to access my image gallery.This issue is critical as it impacts my ability to complete essential tasks. I have already tried clearing the cache, updating the app, and restarting it, but none of these steps have resolved the problem.Business response
10/10/2024
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 **********.
Sincerely,
Microsoft CorporationCustomer response
10/10/2024
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
10/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased two $50 gift cards for Microsoft Xbox from a Family Dollar back in june. Today is October 2nd and I went to scratch off and redeem them and received a message stating that they had already been redeemed. I contacted Microsoft to report this and spoke with someone from Bellevue Washington who could not resolve the issue and told me to contact Family Dollar. I asked for a supervisor and she told me that one would call me back because she was on the phone. The supervisor did call me back and we spent 30 plus minutes on the phone verifying emails, gift card numbers, ***. She was not able to resolve our issue and so I asked what our next steps were because I am out $100. The phone disconnected. I gave her the benefit of the doubt assuming maybe we got disconnected accidentally and waited for her to call us back but we have not received any phone call back. This is not acceptable especially from what is supposedly a reputable company who uses Outsourcing to handle customer issues. I am still at $100 and I need to know my next steps. I would like a refund or I would like to see a store credit on the money that I spent that has apparently been hacked by whoever. I would think coming from a company with the amount of technology that Microsoft has, you should be able to enter a code or the card number and determine where it got redeemed from or what email address it got redeemed from. But instead we get hung up on. I need somebody to contact me immediately to discuss this and again either give me a refund or a store credit.Business response
10/10/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft CorporationCustomer response
10/10/2024
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
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am a Microsoft customer who has paid for software and needs technical assistance over the phone. I am using Microsoft Outlook 2013 and am aware that it may be outdated and want to speak with someone over the phone about my options. Online chat is awful and not helpful at all. I don't have the ability or time to type out conversation regarding the technical assistance that I need. I did briefly chat online with an agent who inappropriately disconnected our chat because that person was upset that I was frustrated with chat. How awful to treat customers so poorly by closing them out and not letting them speak with someone over the phone. Worse case, I am willing to pay for phone support. Chat support online= no support! How can I speak with someone over the phone for the help that I need and questions that I have?Customer response
10/11/2024
Better Business Bureau:
I have been contacted by ***** at Microsoft and am continuing to work with him on my issue which was not able to be resolved on our first 2 calls. I trust that ***** will do the right thing and continue to follow-up with me as promised. With that said, I am ok if this complaint gets closed at this time. If for some reason I do not hear back from *****, I will reach out to the BBB to open another case.
Sincerely,
*** ******Initial Complaint
09/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to file a formal complaint against Microsoft regarding the company's practice of forcing users to log into a Microsoft account after a Windows update. Recently, after an update to my Windows operating system, I was presented with a blue screen requiring me to log into a Microsoft account in order to continue using my computer. To my frustration, there was no visible option to bypass this step, forcing me to restart my computer just to get past the login screen.This practice is deeply concerning for several reasons. Firstly, it infringes on my ability to use the product (Windows) that I paid for without being subjected to unnecessary and invasive login requirements that appear designed primarily for advertising purposes. It is unacceptable that customers are coerced into creating or using a Microsoft account to access basic features of their computer, without an easy or transparent opt-out process.Secondly, this practice seems deceptive and disregards consumer rights. Microsoft should not force users to accept additional services or account logins that were not part of the original purchase agreement. These practices raise questions about privacy and data usage, especially when users are not provided with clear alternatives. Such tactics seem to violate consumer protection standards under unfair and deceptive practices laws, including Section 5 of the *** Act, which prohibits unfair or deceptive acts or practices in commerce.I am requesting that the BBB intervene and assist in addressing this issue with Microsoft. I believe that users should be able to use their Windows operating system without being forced to log into or create a Microsoft account, and I request that Microsoft provide clear alternatives for opting out of these invasive requirements.Business response
10/03/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
09/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am writing to file a complaint against Microsoft regarding the mishandling of my Xbox Series S repair, processed under Order # **********. The device was initially sent to Microsoft for repairs due to audio issues, and I was informed that it would be returned to me by 09/20/2024. However, to date, I have not received the repaired device.Upon contacting Microsoft for an update, I was informed that they are investigating the matter. I reached out to ***, who provided me with a delivery report stating that the device was sent to a wrong address provided by Microsoft. Despite this information, Microsoft continues to deny that any such error occurred, insisting that the correct address which I initially input during the repair request is the only one they have on file.This situation has caused significant inconvenience, and Microsoft's lack of resolution or accountability has been frustrating. I request the Better Business Bureau's assistance in resolving this issue, ensuring that Microsoft promptly provide me with the appropriate compensation for the loss. The Xbox Series S was purchased from Best Buy for the price of $378.86.I have attached:1. A receipt for the purchase of the Xbox from Best Buy 2. ***' delivery report indicating the wrong address provided by Microsoft 3. A shipping detail page on ************************ with the correct address I input. Please refer to the attached files, which are clearly named for your convenience, to identify the contents of each document. If any additional information or documentation is required to proceed with my complaint, feel free to contact me.Thank you for your attention to this matter.Business response
10/04/2024
Dear ******** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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 CorporationCustomer response
10/09/2024
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
09/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
on august 27 i purchased BO6 cross *** bundle for ***** with a split payment between my debit card and microsoft account balance..i decided to cancel the pre order to wait so i could see if people had issues with the new game or not which comes out Oct25th.Microsoft says they dont bill until 10 days before release, but to buy the game which is in essence a pre order, you have to pay full price to get it.. microsoft told me the money was never collected, so where did my money go toBusiness response
10/03/2024
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 via phone call or email to work toward a resolution. Your new case number is **********
Sincerely,
Microsoft CorporationInitial Complaint
09/27/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I am writing to file a complaint against Microsoft regarding the suspension and refusal to restore access to my Microsoft account, despite confirming that my account had been accessed without authorization.On August 2nd, 2024cI noticed suspicious activity on my Microsoft account, indicating that it had been accessed by an unauthorized party. I promptly contacted Microsoft support, following all the steps to recover the account, including submitting identity verification and security information. Despite my efforts and confirmation of unauthorized access, Microsoft has suspended my account and refuses to restore it.This suspension has caused disruption as I use the account for lots of entertainment and work related services. I have provided necessary information to prove my ownership of the account, but ********************'s refusal to assist further is unacceptable.I am requesting that Microsoft reinstate access to my account after reviewing the evidence of unauthorized access and account ownership. I would also appreciate clear communication from Microsoft explaining the steps taken and any further action I can take to resolve this issue.Business response
10/02/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
09/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a copy of Minecraft: Java Edition on Fri Nov 17 18:52:05 UTC 2017.I was unaware of the migration to Microsoft Accounts as I, like most people, use a separate email account for my day to day usage. My Mojang and Microsoft accounts share the same email and gamertag, so it was a shock when I booted up the launcher to find that my Mojang account didn't work and that my Microsoft account on the same email does not have access to a game I paid for.The only explanation given by Minecraft support is that they are no longer responding to tickets about the issue. An issue that was created by Microsoft without my knowledge and has now made me unable to access a game I paid for just because I hadn't played it in a few years.I would at least like to know if I can have access to Minecraft on my Microsoft account, or at least a reason why that isn't possible.Business response
10/01/2024
Dear **** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Certainly, I apologize for any inconvenience, but I need to inform you that the migration from Mojang accounts to ******************** accounts is no longer possible. Here are the details:
Account Migration Completed: As of September 19, 2023, the migration of Mojang accounts to ******************** accounts has been completed. This means that it is no longer feasible to migrate unmigrated accounts or proceed with the migration process.Deadline Passed: If any users still have unmigrated Mojang accounts, they will not be able to sign in to ************* or the Minecraft Launcher for migration purposes. This change was implemented to ensure that everyone plays using accounts with improved security and player safety.Additionally, Minecraft Support will no longer assist with any MSA migration-related tickets after September 19, 2023.
We apologies for the inconvenience as we understand this is not the resolution you expected, however, since this process cannot be done anymore, no further actions will be taken on our end.
Sincerely,
Microsoft Corporation
Customer response
10/01/2024
Complaint: 22347040
I am rejecting this response because:Negating a purchase I have made of a product is bad business and anti-consumer. Microsoft has the ability to make this right and simply refuses to do it.
An apology would be in order but they haven't provided that either.
Sincerely,
**** *****Initial Complaint
09/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I am a longtime microsoft customer. Today 9/26/24 I needed assistance using their free Microsoft 365. I needed technical assistance but every time I click on "get support" I was directed either to a Community support team which are regular people trying to help one another or was redirected over and over to the site where I was previously directed which was no help. I kept putting in "live chat", "chat" or "technical assostance" to no avail. I wasted approximately 1 - 1 1/2 hrs with no positive outcome.This seems to be a new trend with companies, giving one the runaround when they list customer support options. This is not acceptable.They need to make it possible to have professional help as a resource.Business response
10/03/2024
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
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Customer Complaints Summary
4,821 total complaints in the last 3 years.
1,880 complaints closed in the last 12 months.