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.

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:05/12/2023
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.
Hello,My Microsoft account was hacked and 2 unauthorized purchases were made from my account. I have filed a fraud complaint with my bank because all the online documentation suggested I do so, but has been unsuccessful due to their communication with Microsoft and I was informed to contact the seller (Microsoft) for resolution. Microsoft had made it near impossible to submit a refund request on their site and their phone systems would automatically hang-up on me informing me to look for online articles.After finally finding an online form to submit a refund request and state my case as to why the orders placed should be considered for a refund, I received a declination message with no indication that they had actually read my message for consideration.My account already had MFA enabled on it, however I never received an MFA code for this successful unauthorized login where purchases were made. Microsoft's practices on this feel down-right malicious where they are happy to help ensure they are paid and make it impossible to connect with an actual human to get assistance from a human on malpractice and bad security on their side. I am not only upset with my experience and want a refund, but concerned about other users who have saved credit-cards on their account with a company that does not care about their users security and financial well-being.
Business Response
Date: 05/18/2023
Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft compromised account issue and refund request. A senior member of our Microsoft team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is **********

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 05/21/2023

Complaint: 20052133

I am rejecting this response because:
My name is ****, not *****?
Also, I received contact from Microsoft asking for my email and then all they did was say to go through an account recovery process and immediately closed my case. How does this even make sense. It's like no one read my complaint and issue and are just going through the motions to pretend like they're being helpful.
I don't need an account recovery, I am currently in full possession of my account, but I refuse to add a payment form back in file with the issues I've encountered and how Microsoft has handled themselves. Because of this I am unable to renew my Xbox Live subscription and therefore unable to play practically anything because of ******************** today. I would to move forward and understand what MS is going to do to ensure that my account will not be hacked again, and what measures will be put in place if it were to be again and unauthorized charges were made in the payment method I'm required to have saved in your platform. Please have someone actually reach out with a solution.
Sincerely,

***********************
Business Response
Date: 05/24/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.
We understand you.
If you still need assistance, please contact Xbox support.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:05/12/2023
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.
Have attempted to contact support 5 times about my inability to access my Power BI account. I have been unable to access my account since September 2022. I requested via email that they cancel my subscription due to their refusal to respond to my request for assistance. They renewed my subscription, never responded to my requests for tech support or my cancellation request. I am requesting a full refund of ****** and a confirmation of cancellation from Microsoft. Attempts to call have either ended with them hanging up on me or the automated prompts redirecting me to an online platform I cannot access. I need help with this matter.
Business Response
Date: 05/17/2023
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:05/11/2023
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 called over 2 weeks ago to cancel my monthly subscription. To date I have not been reimbursed and Microsoft makes sure that you can not speak with anyone.
Business Response
Date: 05/16/2023
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 **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/11/2023
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.
We have been trying to migrate to office 365 from our on premise services, have placed a service request and Microsoft ignores **. At this point the business is suffering because we cannot finish our migration due to issues they created. Now, cannot get phone support, and if you get someone on the phone, you are placed on hold until the call drops, no one calls afterwards. The monopoly Microsoft has become makes it really hard for businesses to move forward, we have to always wait, weeks sometimes to get a reply or even an hint of how to fix our issues. If I had a choice, I'll drop them out right now, horrible company to do anything with. Nice of them to not offer real time support.
Business Response
Date: 05/16/2023
Hi *********,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft business subscription and migration issues. A senior member of our Microsoft commercial team will investigate this matter and contact you directly to work toward a?resolution. Your new case number is **********

Sincerely,?
Microsoft Corporation?
Initial Complaint
Date:05/10/2023
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.
I have had a gamertag id and ********************** membership with Microsoft for more than 14 years and i have been unable to reset my password. I no longer have access to the email address attached to my accout so I cant recover a password reset link from there. I have spoken with reps through chat but they are not assisting me. I have tried calling but i never have any success speaking with a live person. I pay a membership monthly for xbox live but yet i cant reset my password. I have completed a recovery account form but i have not been successful in recovering my account using that method either. I just want assistance resetting my password so that i can resume logging into my account. My gamertag is PatientSmokey.Thanks
Business Response
Date: 05/16/2023
Hi ****************,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding yourXbox account access issues. A senior member of our Xbox Microsoft team will investigate this matter and contact you directly to work toward a?resolution.Your new case number is **********

Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 05/19/2023

Complaint: 20045113

I am rejecting this response because: a woman from Microsoft reached out to me and asked me to complete the recovery form again and respond to her with the 9 digit asmr number. I did that and havent heard from her anymore. This correspondence took place on 5.16.23.

Sincerely,

***** ******
Business Response
Date: 05/23/2023
Hi ***** Dblin,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account access issues.
We suggest you submit a case revie, please visit Xbox.com.
Sincerely
Microsoft Corporation
Initial Complaint
Date:05/10/2023
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.
Microsoft is charging me for an account I can not access and does not provide customer support for me to cancel the account. They told me to put a dispute in with my credit card company and told me if I did this they would cancel my account, they did not. They also sent me two emails prior to the charge going through on a different credit card number that I would have to login to renew my account. I did not login--because I couldn't--and they continued to try and charge me anyway, and were eventually successful. Now there is no way for me to cancel my account and I can not get ahold of anyone on the phone or through their chat service. It is my belief that Microsoft does not provide customers assistance and therefore I am not a customer to them. They are holding my credit card number hostage and not allowing me to cancel my account. Here is the case number for the chat I had with their bot in March: **********
Business Response
Date: 05/16/2023
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 **********.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/10/2023
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.
My surface pro 4's battery is swollen, and I thought it was not a big deal until the battery is so swollen it actually made my screen detach from the machine body. I asked Microsoft support and their solution is very simple: I should just spend another $1500 and buy another surface! This battery issue is apparently very dangerous and would cause serious harm to Microsoft's customers, but their solution is nowhere near responsible. I would advise anybody I remotely know against buying a Surface device or even a ******************** device because if this is their attitude towards a serious health impacting issue, they won't care about your smaller issues either.
Business Response
Date: 05/15/2023
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 Corporation
Customer Answer
Date: 05/25/2023

Complaint: 20042687

I am rejecting this response because:
Thank you for your response, but this is not a solution. I'll be waiting for more development and hopefully this dangerous device can be replaced.

Sincerely,

***** ***
Business Response
Date: 05/31/2023
Dear ***** ***,
Thank you for contacting Microsoft Corporation regarding your device. Upon checking your complaint and recent service request **********,we were able to confirm our agent informed we cannot provide assistance regarding this device, as it went through the end of life process. Our agent mentioned we dont advise you to continue using this device, but still theres no great risk,he also advised you to consider upgrading your device, or taking it to a third party repair shop. We also confirmed the service request has been closed.
Considering this information, we will be closing this complaint as theres no further assistance we can provide.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/04/2023

Complaint: 20042687

I am rejecting this response because: This device is a fire hazard. I paid over $1000 for this device, it should last much longer than 5 years, and I simply refuse this response as a "solution". I have iphones and ipads that are older than 10 years, yes they are slow now, but none of my older electronics became a fire hazard after merely a few years. Microsoft have to be held responsible for this manufactoring failure, and either fix or replace my Surface Pro, or give me monetary compensation for the suggested new device purchase.

Sincerely,

***** ***
Initial Complaint
Date:05/09/2023
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.
I had Microsoft 365 Business for my small business, but wasn't using it and couldn't justify the cost. I chatted with someone on 2/9 to cancel my subscription, but have been getting billed each month. I have tried to chat with support since, but can't login because my account no longer exists. I've tried to call and get disconnected. I was finally able to get through to someone using my xbox live account via chat, but she couldn't help me since it's personal. I explained to her I can't speak to someone or login because my business account was deleted. So, she called me and tried to transfer me to business. She tried at least ten times today (5/9) and nobody would answer on the business support line.This is honestly insane, and really horrible business practice. I shouldn't have to spend hours of my time trying to speak to someone regarding a subscription I cancelled three months ago.
Business Response
Date: 05/16/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund Request. 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 Corporation
Customer Answer
Date: 06/08/2023
Hello,

I wanted to reach out regarding a case that has been closed in hopes to update it for further resolution.

The Microsoft representative would not assist me in cancelling my subscription. As I mentioned in my complaint, I spent about four hours via chat cancelling my subscription back in February. I was not able to do it as per their instructions, and kept getting an error, so they told me via chat I was all set. Following that, I received an email asking to explain a few things for cancellation, which I did. A few days later, they said they couldn't reach my Microsoft email (the account was closed), and I replied saying I couldn't login anymore, and already spend hours cancelling with someone.

I told the individual that reached out to me recently due to this complaint multiple times I cannot access my account. My password doesn't work, and I cannot reset my password. There is absolutely no way I can access it, I have tried. And again, I already cancelled via that portal back in February. This person has told me essentially too bad, this is the only way I can cancel. I find it hard to believe they have no way to cancel my account, especially since I have no access via the channels they have provided me.

Thank you
Business Response
Date: 06/16/2023
Dear ******,

Thank you for reaching back to us, we will investigate further your issue to reach a resolution for you.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/09/2023
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 contacted Microsoft support using Support For Business website with surface laptop issue on April 12, after replying to their first and only email with troubleshooting steps they just closed the ticket in April 17 without even replying to my email. I would like them to explain why they did this and finish the job with helping me with faulty laptop. Thank you very much.Request *******************
Business Response
Date: 05/15/2023
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 **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/18/2023

Complaint: 20038996

I am rejecting this response because:
Won't close the case until someone actually contacts me instead of wasting my time as they do usually.
Sincerely,

*************************
Business Response
Date: 05/25/2023
Dear *************************,

A senior customer service representative should contact you in the next few days to start working on the solution for your issue, if not please reach us back.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/30/2023

Complaint: 20038996

I am rejecting this response because:
Haven't received any email yet. Will update when someone will contact me.
Sincerely,

*************************
Business Response
Date: 06/05/2023
Dear *************************,

We have escalated your case, an agent will contact you shortly in the next days.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:05/09/2023
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'm trying to utilize a monthly service that I pay for, but they do not have a live tech support to assist me and their automated system keeps hanging up on me. I can't back up my email.
Business Response
Date: 05/15/2023
Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft product utilization issues.
After further review of the email address ********************** we did not locate any Microsoft account.

For further assistance please visit Microsoft.com or provide ** with more details, information to help you.

Sincerely,?
Microsoft Corporation?

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Microsoft is NOT a BBB Accredited Business.