Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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:04/07/2025

  Type:Product 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.

  I requested a refund for a yearly subscription that was ready for renewal on April 5th. I was unable to access the Internet until today, Monday April 7th, and they will not allow me to cancel the subscription nor issue a refund. They have made it impossible for me to speak to customer service representative about this issue.

  Business Response

  Date: 04/16/2025

  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 email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 04/17/2025

   
  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:04/07/2025

  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.

  My Microsoft account was hacked, and the email and password were changed by someone else without my permission. I attempted to recover the account through ********************* official process by submitting the **** (Account Recovery) form. I was told I would receive a response within a few days, but I never did.I contacted Microsoft support again, and a representative said they would escalate the issue and Id receive a follow-up shortlybut again, no email or resolution ever came. Ive since contacted support multiple times and have been told the same thing, with no actual progress.This account is extremely important to meit contains personal data and is tied to other services I use. Microsofts automated systems have failed to assist, and their support has not taken any meaningful steps to resolve my case, despite repeated attempts on my ******* reaching out to the BBB as a last resort in hopes of getting in contact with someone at Microsoft who can review my situation properly and help me recover or at least close my compromised account.

  Business Response

  Date: 04/15/2025

  Dear ***** **********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. We understand that you have already filled the form however we need you to fill it once more for manual review. Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/06/2025

  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.

  I have two accounts with ********************. The first one is very old and I doubt is mine. I want to cancel it. They won't cancel it because they say I have to prove the email address is mine, which it isn't. They are extremely rude and deliberately not helpful. Getting a real person is next to impossible and if you do they don't speak English and pretend they can't hear you. I want the first account canceled and my money back. They are stealing. Thank you.

  Business Response

  Date: 04/15/2025

  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 email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 04/16/2025

   
  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:04/06/2025

  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 been locked out of my Microsoft/Xbox account for over six months despite repeated attempts to recover it using their official process. Each time I submit the account recovery form, it is deniedwithout an option to speak to a live agent or escalate the issue.I have spent over $1,000 on digital purchases tied to this account, including games and downloadable content. These were legitimate purchases made on my account using my personal funds. The fact that I now have zero access to those purchases, with no meaningful help from Microsoft, is both financially and emotionally frustrating.Ive contacted support multiple times and keep getting routed to the same dead-end forms. Ive followed every procedure they ask for, and stillno access and no actual human support. This is an unfair business practice, especially for someone who has invested heavily in their platform.

  Business Response

  Date: 04/15/2025

  Dear ******* ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form(s)and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (************************************ ). You can submit the form up to two times per day.
  Please try to submit information not previously provided.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23168335
  
  I am rejecting this response because:

  This response is not acceptable.
  Microsoft previously confirmed to me in writing (via email from a support agent named ********, Service Request #**********) that unauthorized access to my account did occur and that my security information was changed by a third party. Despite this, Microsoft permanently suspended my account and is now referring me back to the same account recovery form Ive already submitted multiple times over the past several monthswith no success.
  This response does not acknowledge:
  My 17-year customer history
  The fact that Ive spent over $10,000 on digital games, subscriptions, and DLC
  That I have provided supporting information, including IP address, credit card info, gamertag, and purchase history to validate ownership
  The account recovery form has already failed me repeatedly, and the company refuses to offer human escalation or real solutionseven after confirming my account was compromised. Refusing to reinstate access or refund my purchases while also acknowledging a breach is unjust, negligent, and financially harmful.
  I am proceeding with a formal Notice of Dispute, FTC complaint, and preparing legal action via Illinois small claims court unless Microsoft reverses its decision or reimburses me appropriately.
  This is not a misunderstandingthis is the company willfully choosing to do nothing.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/21/2025

  Dear ******* ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form(s)and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (************************************ ). You can submit the form up to two times per day.
  
  Please try to submit information not previously provided.
  
  If you have any additional questions or concerns regarding this issue, please email ******************************************* with the Service Request #********** and ******** will be sure to reach out to you. For future issues, please visit **********************************
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23168335
  
  I am rejecting this response because:
  
  Hi *******,
  
  
  Im following up to attach two official responses I received from Microsoft Support regarding my account (Service Request #**********). These emails are from a representative named ******** and directly contradict Microsofts most recent statement to the BBB.
  
  
  In the attached files, Microsoft clearly acknowledges:
  
  
  That my account was compromised
  That the security information was changed by someone else
  And that they are refusing to proceed with account recovery due to their policies, not because I failed to provide accurate information
  
  
  
  
  These emails also confirm Ive lost access to over $10,000 of digital content and all personal Office and OneDrive files. Microsofts claim that I can just try the recovery form again is disingenuous at best, as theyve already closed off that option internally.
  
  
  Please let me know if any additional information is needed.
  
  
  Sincerely,
  ******* ******
  
  
  

• Initial Complaint

  Date:04/06/2025

  Type:Product 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.

  I purchased a Microsoft item on November 29, 2021, which came with a three year warranty. It stopped working before November 29, 2024 and so I contacted Microsoft. That in and of itself was very difficult - I was passed around to different departments. Through chat, I was directed to the billing department, then customer sales, then technical support, and finally business sales (even though I'm not a business customer, I'm a consumer). Finally, I was directed to the warranty form.Through this method, I heard back and Microsoft accepted my claim and requested information from me. I submitted this in a timely manner. Microsoft said they could provide me with a credit or refund; I selected refund. In January 2025, they directed me to a website to submit my details so they could refund me the amount. I did so. The website offered refund by check or bank account; I selected check (frankly, it is strange to ask customers for their bank account details so I was glad to avoid that).The customer service team would check in with me to see if I received the refund (which I appreciate). I had not. After weeks of this, I asked for a status update on the check. The customer service team (reached via ************************************************* was confused, they had been trying to refund it via bank account. I have never provided those details, so this is impossible. They told me to contact another team to escalate the issue ************************************* who also kept mentioning a bank account. They said they would reissue the check overnight, but that was almost a month ago and I still haven't received ***** has now been over four months since I first contacted Microsoft - not only have I not received my refund, but also am generally concerned by the process given the references to a nonexistent bank account.

  Business Response

  Date: 04/15/2025

  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 email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 04/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, which states that Microsoft will escalate this and contact me directly to address the issue. I accept this as the next steps, noting that this does not yet resolve the issue.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising 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 recently purchased an Xbox and transferred my account Ive been using for years on to it. It was working just fine until I got flagged for suspicious activity and its an old account so it had my old phone number attached to it. Because I got a new number there was no way I could verify my account because I couldnt change the phone number on my locked account. I tired many different things to fix it but no luck. I would just like access to my account again, ***************. All the games and things Ive purchased over the years is gone so I hope you can help me. Thank you.

  Business Response

  Date: 04/10/2025

  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 Corporation

• Initial Complaint

  Date:04/06/2025

  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 has repeatedly charged my credit card for 3 years (*********) for $75.76/year even though I have not used Microsoft 365 since August 2021. The Microsft 365 subscription was linked to Microsoft work account that has deactivated since 9/2021. The Microsoft work account was ********************************* which I had when I was working for *********************** starting 02/10/2019 to 8/21/2021. I used my personal credit card to purchase a personal Microsoft 365 subscription since the company did not issue a corporate credit card. I was reimbursed by the company for the $75.76 for the year 2019. I left the company in 8/2021 and 1 month after, the account had been deactivated. Then in March/April 2022, I was charged by Microsoft for $75.76. This happened again in April 2023 and April 2024 (see screenshots of charges without 2022 as I no longer have a copy of it and cannot retrieve jt). I tried to dispute the transaction with my **************** and explained the situation but they required my another set of evidence to pursue the dispute. I have no way of accessing the Microsoft account since I no longer work for ****** and the account had been deactivated since 8/2021. I reached out twice to Microsoft to help me either cancel the subscription from their side or recover the account and I can cancel it so the recurring charges will stop but Microsoft has not worked with me and have told me that the only solution is to cancel the subscription WITHOUT me having any means to access the said account. ******************** refused to help me and charged me 3 times. ******************* even put a block to merchants to remove automatic renewals particularly the Microsoft charge of $75.76 and yet it has appeared again to my Expected Transactions for 4/15/2025. I will repeat that I have not use the Microsoft 365 subscription since I left ****** in August 2021, I dont have the laptop nor do I have the account linked to the subscription they are charging me for.

  Business Response

  Date: 04/11/2025

  Dear ******** *****, 
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  
  Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
  
  Also, we have already checked the information for this subscription, and the auto-renewal is deactivated, so you will not receive any more charges or charge attempts. Regarding the refund, unfortunately, we are unable to provide one as the charge was made more than 90 days ago. You can find more information in the following link, Refund Policy, point F:  ************************************************************************************************************************
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/05/2025

  Type:Billing 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.

  Hey, my microsoft account got complianced locked. I can't sign into it. It says "Your account has been complianced locked"Can you help me out?

  Business Response

  Date: 04/10/2025

  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 Corporation

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23166068
  
  I am rejecting this response because: I appreciate it, I'll wait for their email.
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 04/23/2025

  Dear *** *******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm the case has been fully resolved. Our agent was able to verify ownership of the account and remove the suspension, allowing you to regain access to the account. We sincerely thank you for your patience and understanding while our agents worked towards a resolution.
  
  Considering this information, we will be closing this complaint as the case has been fully resolved.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/25/2025

   
  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.

  Thank you again *********!

  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:04/05/2025

  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.

  Hello, I am filing a formal complaint because my efforts to directly contact Microsoft/MSN were not successful. Neither Microsoft nor MSN responded to my support requests. My e-mail was hacked in October 2024, and the hacker enabled 2FA. I have been unable to get into my email account, and am extremely concerned about the hacker's access to my personal information. Microsoft/MSN has been extremely unhelpful/unresponsive in helping me recover my account. I'd like to recover my account (and the hacker removed). Thank you.

  Business Response

  Date: 04/11/2025

  Dear ******** *****, 
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  
  Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/05/2025

  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.

  They have took my money our of my account and I closed it. They but it back 3 times after I called and they agreed then they said one time it was a glitch .now after all of that they took it out on 4/3/2025 so when I called them they said I don't exist my Bank account is with ***** in ************ my Microsoft account is out of Texas thank you on this matter

  Business Response

  Date: 04/14/2025

  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 email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation