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

5,335 total complaints in the last 3 years.
2,122 complaints closed in the last 12 months.

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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:07/26/2023
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 06/12/23 microsoft charged my credit card for $103.26. I did not recognize this charge and have no purchases in my order history that match it. I attempted to contact them and had to search for hours to find a way to get to a person to explain my issue. They have made their website so incredibly difficult to dispute a charge that I almost gave up many times. Eventually i was able to contact a person that told me they werent able to help because the charge came from "azure". They then gave me 3 phone numbers that lead to dead ends. Two of them didn't even work. Eventually I got ahold of another person that was no help. Both people I spoke to confirmed they didn't see the charges in my purchase history on either account but said the same thing, and kept putting me off to azure. Eventually someone sent me an email and said they would help out. All of this eventually lead me to the point that I'm at now. Microsoft is telling me that they reached out to the "account administrator" and that person (whoever it is) did not give them permission to speak to me about the mystery order that was charged to MY credit card?? I use this card for my business so canceling it for fraud isn't an option. We purchase everything using this card so canceling it would mean hours upon hours of contacting vendors and resetting up auto charges. I'm unsure whether or not my franchise/business microsoft account has somehow been connected to my card. It might be a legitimate charge or it might be fraud but microsoft is refusing to give me any information what so ever regarding why they charged MY credit card. My only option is to spend hours resetting up all of my business accounts just to fight a $100 charge. MICROSOFT has made it almost IMPOSSIBLE to get help and dispute charges or get information regarding mystery charges. They have the ability to charge anything to anyone and the consumer has no way to fight it or even get ahold of anyone for help. They should be ashamed.
Business Response
Date: 08/03/2023
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
Customer Answer
Date: 08/05/2023

Complaint: 20382035

I am rejecting this response because:

im still waiting to see if they follow up on the issue or if they decide to provide 0 information like they have the other times Ive reached out and close out my case prematurely causing me to start over again for the 4th time.

Sincerely,

***********************
Business Response
Date: 08/11/2023
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Upon checking your case, we were able to confirm our advocate escalated your case to another department. You should be contacted in the following 5 to 7 business days. We want to thank you for your patience as we are aware youve experienced trouble trying to get this matter resolved.
Rest assured we will monitor your case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/26/2023
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 7/15/23 I apparently signed up for a Microsoft email trial directly for 2 emails which I have email and domains for at Godaddy. The one Im unable to cancel is ******************** I was never prompted to create a new email as I was with the other I was able to cancel, yet the chat rep ****** he sees a subscription under our company email. First its impossible to reach anyone with Microsoft. They send emails with instructions and links on everything else except how to cancel!!!!!! I was given instructions and when the instructions did not populate any way to cancel, I was told to contact ******* since they hold the licenses. ******* ****** they have nothing to do with the Trial/Subscription and cant do anything related to a Microsoft direct subscription. The only way I was about to even chat with reps was when I clicked on a product as if I was purchasing otherwise there is no support from Microsoft and even the link that says Request a call back redirects to a black page. In chat, a rep stated that it would not renew but I advised him I do not have confirmation of that in my email . I believe he lied to end the chat as I never found an option to cancel the trial/subscription
Business Response
Date: 07/31/2023
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 7021890225.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/01/2023
This company is pretty pathetic. No one from Microsoft contacted me as stated in the response to BBB. I want them to contact BBB and communicate through them. Whats worse is Microsoft sent me an email saying a case was open then immediately another email saying it was close . Both automated emails with no response on my issue.
Customer Answer
Date: 08/01/2023
This company is pretty pathetic. No one from Microsoft contacted me as stated in the response to BBB. I want them to contact BBB and communicate through them. Whats worse is Microsoft sent me an email saying a case was open then immediately another email saying it was close . Both automated emails with no response on my issue.
Business Response
Date: 08/08/2023
Dear *********,

We have investigated your case, your case was transferred to the correct team to solve your issue, our agent should contact you shortly, if not please reach back to us.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/15/2023

Complaint: 20379168

I am rejecting this response because:
No one contacted me, ever. They sent an email saying my complaint was closed. This company needs to be investigated and proper protocols established. Theres no reason its this hard to reach someone or cancel

Sincerely,

Keandra H
Business Response
Date: 08/23/2023
Dear *********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, We sincerely apologize for all the trouble and the frustration you went through, we will take into account your feedback and take actions to better our system. Please replay to the Last email youve received to reopen the complaint.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/26/2023
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.
Before I begin, I would like to state that I have had my Microsoft account for almost 20 years and have been a loyal member of the Microsoft Reward Program for over 5 years without any complaints, until now. While trying to ask a simple question about redeeming Microsoft Reward points for a Target gift card, I was accused of violating the service agreement and then my Microsoft Rewards account was revoked. I did not get any chance to state my side of the situation since the service ticket was immediately closed within the span of two minutes. However, as of typing this, I still have access to it. After doing some research, I have found out many others are in the same situation and have had their accounts permanently revoked. With that information in mind, I felt that the email response I received was a threat. I also kept all emails as evidence.I would like to bring attention to a situation that has been happening for the last month at Microsoft. Microsoft Rewards has been banning accounts en masse for "violating their Microsoft Service Agreement". This includes revoking users accumulated points, flagging users' searches as "bot-like", and/or permanently suspending users Microsoft Rewards accounts without the opportunity to be provided evidence or have any form of conversation. Many people have described this situation across Reddit (*****************************************************), ******* and other websites (with the majority within the last month).While Microsoft Rewards support does answer their support requests on their website and ******** the responses sometimes take days to receive, the agents do not allow any back-and-forth communication to occur, and immediately close the support tickets. The emails and ******* responses are also same exact wording implying they are either auto or cut-and-paste. I am sending this information with the hope that someone can investigate this since Microsoft does not want to have any form of communication with their users.
Business Response
Date: 08/03/2023
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
Customer Answer
Date: 08/11/2023
As of 8/11/23 I have been in contact with two different individuals. The first to respond was *******, Advanced Capabilites Advocate Support Advocate, and ******, Accounts & Billing Support Advocate. They are not working together and have opened separate support cases. They only details both case emails share are 1)that they do not know how to fix my Microsoft Reward account, 2) say some else is investigating it, and 3)it will take time to investigate with no clear time of resolution. That is suspicious to me. In conclusion, the issue is still UNRESOLVED. Do not close this case.
Business Response
Date: 08/30/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ******* has been working with you on this issue. Upon checking we were able to confirm the case has been closed, as our agent informed we cannot provide information about when the suspension will be lifted. We apologize as we understand this isnt the resolution you had hoped for, but considering this information, we will be closing this complaint as theres no further action we can take regarding this matter.

We consider this case as closed and wont be answering further concerns regarding this matter.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/03/2023

Complaint: 20378528

I am rejecting this response because:
All of this started with a simple redemption question... I never was told specifically what I did to violate Microsoft Rewards TOS. I do not use a VPN, have multiple accounts, search in bad faith, etc. When asked for evidence of me violating TOS, I never received any. After back and forth responses from two different people, who never seemed to work together, they closed my case. A month's worth of anxiety and frustration for nothing. I still feel hesitant to use my Microsoft Reward account for fear of losing it completely. Being a long standing diligent member and doing the daily sets, searches, and extra activities means nothing once your falsely accused. Now, with the support case closed, not even the BBB can help.

Sincerely,

*****************************
Initial Complaint
Date:07/26/2023
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 received an email from Microsoft Advertising saying that if I open a new account and spend $100 in advertising, I would then receive $250 in free advertising. Here is what happened. 1. I opened the Microsoft Advertising account on Monday July 17th. 2. I put together an ad that I put on pause because I needed to contact Microsoft Advertising because the coupon wasn't working. A short conversation later it was showing as active and I was told it would take effect once I spent $100. 3. I released the ad to run starting on Thursday July 20th. 4. I assumed it was running as my credit card was getting charged small dollar amounts every day. The last charge was $5.44 which would have completed the $100 requirement to receive the $250 in free advertising. That charge was at 6:31 EST yesterday Monday, July 24th. 5. Tuesday, July 25th I received an email from Microsoft advertising that my account was suspended. I contacted them through online chat and was told yes it was permanently suspended but because of privacy policies they cannot tell me why (even after verifying it was me). All they would say was I violated their policies, gave me a link to those policies, but won't tell me which one I supposedly violated. No clarification was given.I am locked out of the account completely and cannot verify that Microsoft provided the services I paid for. I asked for my $100 back and was denied. I can't find out why and I can't confirm they did anything other than to bill me. Any help or even direction would be GREATLY appreciated.
Business Response
Date: 07/31/2023

Hi *********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your account advertising incident and refund request.A senior member from the Microsoft advertising team will investigate this matter and contact you directly to work toward a?resolution.Your new case number 7021892676

Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:07/25/2023
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 not solved my technical problems in months of dialog with people that do not speak the native language in which they are selling the product. They hang up and don't call back. Waste my valuable time and still never solve the issue. This is so frustrating. I pay for a service I can't use.
Business Response
Date: 07/31/2023
Hi *********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your technical issues. A senior member from the Microsoft advertising team will investigate this matter and contact you directly to work toward a?resolution. Your new case number 7021893055

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 07/31/2023

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,

*********************
Customer Answer
Date: 08/01/2023
Not been resolved yet. They merely said they would call me
Business Response
Date: 08/07/2023
Hi *********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your technical issues.
Based on the previous case number ********** if your technic issues have not been resolved, please reply to the previous email and let them know that you have not been called as indicated and you will have to get a new message from the technical team.

Sincerely
Microsoft Corporation
Customer Answer
Date: 08/08/2023

Complaint: 20373652

I am rejecting this response because:
They are continuing to waste my time and be unhelpful. A broken english staff called me on ******** long weekend holiday to be unhelpful. I repeated requested to be contacted via email during business hours and days in my time zone. I have been patient. This file was open over a year ago. They have nothing but wasted my time and money. Not only do I want the problem fixed, I would now like to be compensated once the issue is resolved.
Sincerely,

*********************
Customer Answer
Date: 08/10/2023
It has not been resolved and should not be closed
Business Response
Date: 08/11/2023
Hi *********************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your technical issues.
Based on the previous case number ********** contact the person who handled your case or visit Microsoft.com to get new assistance.
Sincerely
Microsoft Corporation
Customer Answer
Date: 08/21/2023

Complaint: 20373652

I am rejecting this response because:
They have not all attempted to provide and action plan without wasting my time.

Sincerely,

*********************
Business Response
Date: 09/05/2023
Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your technical issues.
Please visit Microsoft.com to get new assistance.
Sincerely
Microsoft Corporation
Customer Answer
Date: 09/12/2023

Complaint: 20373652

I am rejecting this response because:
The problem has not been solved in a way they committed. I was to receive a written proposal as to how the problem would be solved from apparently the high level of technical help at Microsoft. Instead I received essentially spam emails and wasted phone calls. No plan has been recieved

Sincerely,

*********************
Business Response
Date: 09/20/2023
Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your technical issues.
Would be so kind to provide further details and a description of your technical issues?
Please, once you let us know, we will be creating a new ticket for assistance with the respective technical team for further support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/22/2023

Complaint: 20373652

I am rejecting this response because:
They have not reached out with a plan as promised
Sincerely,

*********************
Customer Answer
Date: 09/25/2023
How about email as promised
Initial Complaint
Date:07/25/2023
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.
Microsoft is flooding e-mail accounts on Office 365 with spam on Microsoft Bing. When asked how to stop the Bing emails from filling our inboxes we were told:I'm sorry to hear you're experiencing this issue. If you're receiving emails from Bing webmaster, you may turn off email alert preferences in the Bing webmaster settings. Please visit the following page for more information.*************************************************** hope this information helps. If you have any questions, please let me know and I'll be glad to assist you further.Microsoft is creating the problem by sending unwanted Bing messages to email addresses. The only way to stop the unwanted messages is to use the Bing Webmaster Settings Tools product.This is ethically equivalent to ransomware.Microsoft should cease and desist the spam email immediately.
Business Response
Date: 08/03/2023
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:07/25/2023
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 offers a disability support telephone number for disabled customers.*************************************************************************************************************************** My 91 year old mother is legally blind. She has both MS magnifier and MS ******** on her computer. Both programs have problems and negatively impact her ability to use her computer. She is legally blind and needs magnifier and ******** but has stopped using her computer because the program flaws make it impossible for her to "read" emails, etc.Over a month ago I called the disability helpline and gave her the phone to work with the agent. I was on my way to an appointment. The agent required that a sighted person work wlith him! I spent at least 20 minutes trying to help, was late to my appointment and in the end the agent did nothing to assist my mother.Two weeks ago I called directly to get help for my mother so she could use ******** and magnifier. I was on the phone OVER AN HOUR. The tech did NOTHING to help. He insisted that we "update windows" first. I told him it had no impact and my time was limited. He updated it anyway. We wasted 15 minutes on the update and it did nothing to solve the problem. He took over the computer but failed to solve the issues. Instead, my mother says he made it worse.Why does microsoft hire imcompetent tech support persons for the most vulnerable disabled community?My mother needs magnifier and ******** to work. Microsoft states on their website that they do work and support technicians can help if there are issues. She needs a competent technical support person to assist her to use these programs without other adverse issues.
Business Response
Date: 07/31/2023
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 7021888054.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/02/2023

Complaint: 20371626

I am rejecting this response because: I have allowed a week for Microsoft to contact me and they have not
This response from Microsoft was not made in good faith as there has been no attempt to contact me to resolve the issue.

Sincerely,

***********************
Business Response
Date: 08/07/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we will investigate your issue, as per now please check your email as our agent contacted you via email.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/09/2023
I still have not heard back. No one has called to help. I responded to the email stating when a good time was to contact and that was a week ago
Customer Answer
Date: 08/09/2023

Complaint: 20371626

I am rejecting this response because: i responded to the email a week ago. NO ONE ever contacted ,me

Sincerely,

***********************
Business Response
Date: 08/17/2023
Dear ***********************,

We understand your frustration about the current issue and want to make it right, Your new case number is **********..

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/22/2023

Complaint: 20371626

I am rejecting this response because: I appreciate that you want to make it right but I am waiting for that to happen.
Until someone helps me and the problem is fixed, it makes no sense to response as if the issue has been resolved.

Sincerely,

***********************
Customer Answer
Date: 09/15/2023
Hi *******:
No. Microsoft has not solved the problem.
Instead of Microsoft troubleshooting the issue and bringing the solution to us, they have used my 91 year old legally blind mother as a troubleshooter. She and I have spent at least 6-8 hours with Microsoft while they have us perform endless tests. My mother has to strain to try to see and is exhausted after each session. And after all of this they have not fixed the problem. I told them to troubleshoot amongst themselves and come back to us for a solution. Crickets.
We are very disappointed the Microsoft has a disability product that does not work and has not been fully tested. They don't want to put the resources into their disability product.
Please help my legally blind mother.

Thank you
******
Business Response
Date: 09/22/2023
Dear ******,

We sincerely and deeply apologize for the inconveniences, problem this issue has generated for you, we appreciate the patience you have had during the Trouble shooting,we will pass the information of your escalation to analyze and develop a solution for future issues like this.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/22/2023

Complaint: 20371626

I am rejecting this response because: Microsoft has not helped my 91 year old blind disabled mother. They have a product that they state works for blind people but it does not. Instead they had my mother troubleshoot their product. They never fixed the issue that I raised in my complaint. Is Microsoft addressing this issue? We need the solution so that my mother can use her computer

Sincerely,

***********************
Business Response
Date: 10/04/2023
Dear ************************

Thank you for contacting Microsoft Corporation via the Better Business Bureau, the troubleshooting is a first step in resolving the issue, this to better understand the issue at hand, we see that you have contacted the Tech Coach on September 13th, please continue to email the agent, also there is a Windows built in accessibility function similar to MS ********** *************************************************************************************************************************************************************************************************************************************************.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/06/2023

Complaint: 20371626

I am rejecting this response because: Magnifier and Narrator are offered as Microsoft working programs for the disabled. They don't work. My 91 year old mother and I have spent 6 hours online trouble-shooting the issues with the off shore techs. They are using us as guinea pigs to figure out why the system won't work. Can Microsoft perform this troubleshooting in house and bring the solution and fix to the customer? It is very difficult to (1) schedule these sessions as my mother has medical appointments each day (2) participate in these sessions due to our demanding schedules PLUS the strain on my mother's eyes has been challenging. She is 91 years old.
We are more than happy to test the solution but we cannot do the work that Microsoft should have done before they released this product to the public.

Sincerely,

***********************
Business Response
Date: 10/24/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau,we do sincerely apologize for all of the inconveniences the programs have given you and your mother, we care about our customers, we have passed the feedback to our developing team to fix the issues you have encountered, however the fix might take some time, again we apologize for the inconvenience and the bad experience with our product.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2023
I reject this response because Microsoft has a disability product that does not work. I filed a complaint in July. I have spent at least 15 hours on the phone with Microsoft support since I filed the complaint and they have not corrected the problem. They have used my 91 year old mother and me to trouble shoot the issue instead of doing this behind the scenes. Please fix the product so that my 91 year old disabled mother can use microsoft windows
Business Response
Date: 11/08/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we are very sorry this is happening to you and your loved one, however Microsoft is not using any member of your family for any purpose, as for the issue please try to do the troubleshooting provided in your mothers device, any member of the family can help with this, we have sent the feedback of this issue to the correct team, they are working to improve the app.Microsoft will consider this case as closed as the troubleshooting has been provided and the issue is being worked on internally.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/15/2023

Complaint: 20371626

I am rejecting this response because:
*This complaint was filed 7-15-23.
*On 7-31-23 Microsoft replied "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 7021888054."
*A senior member never investigated this matter. Instead Microsoft had multiple offshore Junior employees have my mother and I do the troubleshooting steps to try to fix this issue. They never attempted to fix the issue. Microsoft threw new junior offshore employees at us. We had to re- explain the issues and do more troubleshooting steps Never once did a senior technical support person address this issue.
*Microsoft has done nothing in FOUR months. Microsoft keeps trying to close the complaint without fixing the issue. Just read through the history.
MICROSOFT -- DO AS YOU SAID YOU WOULD DO ON JULY 31, 2023. HAVE A SENIOR US BASED TECHNICIAN RESEARCH AND RESOLVE THE ISSUE.

Sincerely,

***********************
Initial Complaint
Date:07/24/2023
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.
Dear Better Business Bureau,I am writing to file a formal complaint against Microsoft regarding a highly concerning incident of fraudulent activity. I believe I have been scammed by Microsoft for an unauthorized charge of $109.00 for a subscription I did not subscribe to nor authorize.On March 08, 2023, I noticed an unexpected charge on my ***** mobility account from ********************, indicating a subscription fee that I never agreed to or initiated. Immediately alarmed, I contacted Microsoft's customer service to seek clarification and a resolution to this matter. However, the response and assistance I received from their representatives were wholly unsatisfactory and unhelpful.The customer service agent I interacted with displayed a dismissive attitude, failing to acknowledge the severity of the situation. Instead of addressing my concerns and providing necessary assistance, they attempted to shift the blame onto me, insinuating that I must have initiated the subscription. This response was not only unprofessional but also completely inaccurate.I want to stress that I have never subscribed to any services or made any purchases from Microsoft for the amount in question. I maintain stringent security measures to safeguard my personal and financial information, making it highly improbable for me to fall victim to scams or fraudulent activities. The fact that Microsoft has charged me for a subscription without my knowledge or consent is deeply troubling.I demand an immediate refund of the $109.00 that was wrongfully charged to my account. Additionally, I expect Microsoft to conduct a thorough investigation into this matter to determine how this fraudulent subscription was initiated and to ensure that it does not happen again. It is crucial for Microsoft to take responsibility for this breach of trust and prevent further instances of unauthorized charges.I have made multiple attempts to resolve this matter directly with Microsoft but have been met with unhelpful and dismissive responses. This has left me with no choice but to seek assistance from the Better Business Bureau in pursuing a resolution to this issue. I kindly request your intervention and support in facilitating a prompt and satisfactory resolution.I trust that the Better Business Bureau will handle this complaint with the utmost seriousness and work towards a fair resolution.Thank you for your attention to this matter. I eagerly await your response and guidance in pursuing a resolution to this troubling situation.Sincerely,******** ****
Business Response
Date: 08/01/2023
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 7021948740.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/24/2023
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 received a rightful messaging ban for 4 days, i then cancelled my xbox gold on the 3rd day of my enforcement by xbox and they retaliated with an account ban for 15 days with the reason being theres no description available at this time
Business Response
Date: 07/31/2023
Hi *************************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your concern as to the enforcement action on your account.

We suggest you a case review and find the steps below on how to do it.
Submitting a Case Review is easy, and can be accomplished in several steps:

1.     Sign in to enforcement.xbox.com with the account that received the enforcement action and select the large box with an orange hammer icon or visit your Enforcement History.
2.     Find the enforcement action that you wish to have reviewed and select Apply for Review.
3.     Read the Case Review Terms of Use and agree by clicking the checkbox and selecting Agree.

Also, we found you were refunded due to the situation.
Order ********** on July 21st

If you are already eligible for a Case Review, select the green arrow icon. If you are not yet eligible, you will be presented with a short questionnaire. These questions help gauge your understanding of the Code of Conduct and associated policies. Upon successful completion of the questionnaire, select the green arrow icon.

Provide any details (up to 500 characters) regarding the enforcement action that *** help to the enforcement team to conduct a more complete investigation. This *** include context around the activity or content that received enforcement, information about your game activity, or any other facts that you believe are worth noting. When complete, select Submit.

After submitting,an Xbox Live Policy & Enforcement agent will begin a thorough review of the enforcement action. This includes reviewing available data and re-examining evidence that contributed to the enforcement, taking into account any new details that you have provided.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/24/2023
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.
Computer scam: I'm tried of receiving numerous phone calls to my landline and cell number concerning someone having excess to my email address and is trying to get excess. Want's to do a security check. Company: Microsoft Security, employee: *************************, MSTECH550, plus other employees, who I've received calls prior, even wanted me to originally send $3,000+ to buy their security. #**************. ************** #***, *************, **. *****. These dishonest people need to be caught, jailed.
Business Response
Date: 07/31/2023
Dear *****************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding phone calls you received from someone claiming they are from Microsoft. After reviewing your complaint, it appears you were the victim of a scam where someone tried to imitate Microsoft support.Unfortunately, technical support scams have become all too common, affecting millions of consumers worldwide. We take your privacy very seriously and would appreciate it if you reported this phone scam at the site below:

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

Official Microsoft support agents will never contact you unless you have first contacted us and have asked to be reached. We would like to suggest that you contact your financial institution to contest any charges that have occurred through this scam.
If you would like to take advantage of our official technical support you may visit ************************************************ or call ************ for chat assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/02/2023

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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