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:09/16/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I signed up for a free trial of Microsoft. I have been charged twice for $105.99 which is a total of $211.98, When I tried reaching out to them at the customer service number it said their customer service was online. Okay I went online and was not able to find any help there. I really would like to cancel any subscription or order with Microsoft. It would be nice if they also refunded me my money.
Business Response
Date: 09/20/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request. For me to assist you on this and investigate these charges I will need you to please provide me the payment instrument information where these charges are coming from such as full name on card, last 4 digits and expiration date, the Microsoft account related with the charges and the bank statement, where we can see that the charges are coming from Microsoft.

If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.

If you have not yet contacted support about this issue, please visit https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/20/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Attached is a screen shot of my bank statement showing where Microsoft took one payment. It was my mistake saying you took more than that. The name of the card is *********************** and the last four numbers of the card was **** expiration date is 02/25. Under direction from my bank they suggest I cancel that card so you can just send me a check.

Sincerely,

***********************
Business Response
Date: 09/26/2022
Dear ***********************,

Thank you for your response. After reviewing the account information, we were able to confirm that you sign-up for the yearly Microsoft 365 Family subscription, the free trial, only included 1 month after that you were charged on September 11,2022 ******USD and the subscription will remain active until Sep 10, 2023.

If you want to cancel your current subscription and submit a refund request, please review the information bellow of how you can manage your subscription:

https://support.microsoft.com/en-us/office/manage-your-microsoft-365-subscription-959ac957-8d37-4ae4-b1b6-d6e4874e013f

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/29/2022

Complaint: 18034905

I am rejecting this response because I do not know what my username and password is. Also I no longer have that card that I used to sign up.

This is so ridiculous. Can't someone just call me at ************** instead of us going back and forward.

Sincerely,

***********************
Business Response
Date: 10/05/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7008576401.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Customer Answer
Date: 10/12/2022
I am wanting it to stay open until they resolve the issue. I know they say their looking into it
Initial Complaint
Date:09/16/2022
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.
After several months, finally getting a response from *** Program Lead on why I cannot register for a Microsoft Certified Professional exam, I was informed that I and many others have been BANNED (for an indefinite period) for a VIOLATION (that has not been explained) with NO possibility of an APPEAL process in place.Here are my questions:The duration of the BAN as a ***?What is the *** VIOLATION explained ?Have an APPEAL process for ***s like other exam providers have for their certifications?Be able to register for a MCP exam (since a *** is a trainer BUT I am still working with Microsoft technologies for over 20 years) ?Legend *** - Microsoft Certified Trainer MCP - Microsoft Certified Professional This is the error from MCP exam registration portal *****: Our records indicate that you have been terminated from the Microsoft Certification program, and your benefits, including access to this site, have been revoked. If you have questions or concerns regarding your status, please contact ************************************
Business Response
Date: 09/23/2022
Dear **************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. 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 7008140404.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/16/2022
Type:Delivery 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.
Order number: ********** Service request number: ********** I tried to cancel my preorder which was denied , I figured it was an accident so I submitted to get a refund again for an item named 2k23 which continuously shuts off and does not work and constantly shuts my system off. I have purchased thousands of dollars from Xbox as I have numerous gaming systems as well as my kids. I am highly upset regarding this matter due to the loyalty I have shown this company for over a decade. I always receive a generic message stating limited amount of refunds per year but how is that possible when my refunds are always being denied and preorders are not refunds. I spoke to numerous customer service reps who stated they definitely agree with me but they could not do anything about it. I am considering going to my wifes aunt who happens to be the attorney general in my state if we cant get something as small as a refund taken care of.
Business Response
Date: 09/22/2022
Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund request.
We have reviewed your case further and we proceeded to refund you the order ********** from the account ********************
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
For future assistance please visit Microsoft.com
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 09/22/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:09/16/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The free upgrade from Windows 10 to Windows 11 happened about one year ago. The taskbar was frozen on the bottom of the screen. This had been disruptive to my games because the game controls are located there. I submitted a ticket one year ago. There was a response from the developer team that they "got it." They obviously did not "got it" because the task bar is still frozen on the bottom of the screen. This has been an annoyance, but my latest complaint is their false advertising claim that Windows 11 is "made for gamers." They need to stop that lie.
Business Response
Date: 09/20/2022
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 SR ************************ will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/25/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:09/15/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an Xbox elite series 2 controller and it's been defective right out of the box. I couldn't return it to amazon past thirty days and the warranty offered from microsoft wasnt a full year. They sent a known defective item out to tens of thousands of gamers, the controllers all have known face button issues where they are unresponsive when pressed. This makes the controller worthless and it's straight out of the box like this all over the internet people are complaining about this $200 controller being broken out of the box.
Business Response
Date: 09/23/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox elite controller. 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 7008140132.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/15/2022
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.
In June 2022 my son who is 12 years old got scammed by another Xbox user. We called ******************** support in June and started a case number **********. I was assured that it could take 5 to 7 business days for them to recover my sons account. I have called a number of times, Ive been hung up on by numerous agents, I've been told I would be called back and never called back by numerous agents and supervisors. it is now over 90 days later and they still say they are working on it. All the while this hacker is using my sons account, using my credit card that is on file for a gold membership, and hes able to play for free with my membership because they have not recovered my sons account. Everyone I talk to says that it should not have taken 90 days for them to resolve this issue and they don't understand what's going on.but then say sorry for the inconvenience but. We can it do anything we are still working on it. Every time I ask for a supervisor they either tell me that there's not one available, one will call me back and then they never do or. they tell me they cant get a supervisor over and over until they finally hang up. I have asked for a supervisors help and managers help. *** even emailed the *** and the vice president of Microsoft with this issue and I have heard no response. The fact that Microsoft is allowing this hacker for over 90 days to have access to my account is ridiculous! I want a resolution to this in the next five business days. Theres no reason that it should be taking over 90 days for this. I have even asked for someone to go to upper management and get somebody to talk with whoever needs to be involved to get this issue resolved and I cant seem to get anyone to help me. The only thing I keep getting is Im sorry were working on it I'm sorry we're working on it! At this point that is not an acceptable answer! My goal is to get my son's Xbox account recovered as soon as possible management needs to take responsibility for this case
Business Response
Date: 09/22/2022
Hello *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your sons account take overissue. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7008107697
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:09/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello my name is *********** have a complaint against the microsoft corporation. I have a recurring charge from them in my bank account. I looked on my microsoft account and it shows no subscriptions to renew. I contacted them to see if they could find where the charge was coming from. The two times I was able to speak to someone the essential just hung up on me. I don't know if this is a scam or if Microsoft is scamming me and others. I did recently before these phone calls, have my credit card replaced to start over fresh with a new number. The bank wants to issue me a new credit card number but I don't see how this will help because this charge happened on a new credit card number already. I do have the second phone call recorded. If you could please help me figure this out I would appreciate it.Thank You ****
Business Response
Date: 09/22/2022
Dear *****************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team again 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:09/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i cancelled a 30 day trial several months ago and i am still being charged. i have disputed the charge for the past several months but still am being charged. i can not get in contact with an actual person. would like for someone to contact me.
Business Response
Date: 09/22/2022
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team again to investigate this matter and work with you directly toward a resolution. Your new case number is7008108714 .
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/15/2022
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.
Purchased a subscription to MS ****** 365 on Aug. 11, 2011. Cannot access it or use it. Microsoft only offers ONLINE automated "help" - not even a chat line -- and their online help has no resolution for my problem. They have deducted monthly payments of $6.99 from my bank account for this service. I have no service, period. They do not have, at least I have been unable to find by online search, ANY phone number except one which sends me BACK TO THEIR USELESS ONLINE help tool. On their website, it says I can be connected to a Microsoft Customer Advocate -- but there is no discernable mechanism, button or link, phone number, nor any other means to do so. Your help appreciated. I love their software -- but their customer service stinks, at least online.
Business Response
Date: 09/23/2022
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Office subscription. 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 7008139938 .

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/15/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've been calling for two weeks about a few charges on my card the Microsoft assistant hang the phone up on me as I'm talking to them the charges are for a membership that was charge to my card twice for ***** and other one is for **** and it's for xbox x/s series I can't use it for my xbox I block Microsoft from trying to take money off my card again but they refuse to pay the money they took back there customer service is terrible and they are very rude can you help me
Business Response
Date: 09/21/2022

Hi *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau,regarding the Xbox games 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 7008068793
Sincerely,
Microsoft Corporation.

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Microsoft is NOT a BBB Accredited Business.