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

  1 Lone Tree Rd S Fargo, ND 58104-3911

• 

  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

• 

  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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:04/10/2025

  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.

  I am completely locked out of my primary *********** business email account *********************************** Microsofts recovery system only sends a code to that same account, making recovery impossible.Their support site returns a black screen error (An unexpected error occured), and the provided escalation email ************************************************** is invalid.This account is tied to my LLC, ********** Creations, and is critical for communication with clients, financial institutions, and government services.I have submitted multiple formal requests and posted in Microsofts community forums. No support agent has responded. I am requesting urgent human support to recover my account or initiate secure identity verification.Failure to respond has put my business and legal correspondence at risk and disrupted operations.Supporting documentation has been uploaded, and a copy of the formal escalation letter is attached.

  Business Response

  Date: 04/19/2025

  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. 
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/19/2025

   
  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:04/10/2025

  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.

  My Microsoft account was hacked. This has caused many problems with fraudulent email activity, but the biggest problem has been my XBox live account that I had spent a great deal of money purchasing games over the years. I am unable to login to this account and I have tried several times to call Microsoft customer service to resolve the issue. **************** is horrible. They hang up on me every time. I would like to have an actual conversation with a Microsoft representative to see if my account purchases and activity can be saved and moved to a new account.

  Business Response

  Date: 04/17/2025

  Dear **** Schoenelt,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  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:04/10/2025

  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.

  Cannot log into *********** so product is unusable. Suggestions and verifications for mobile access are unworkable. Have been held hostage by bad technology and need a workable solution to activate email product and make it ******. Have input much personal data so my identity has been hacked by Microsoft

  Business Response

  Date: 04/17/2025

  Dear ******* *****
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  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:04/09/2025

  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.

  To the Better Business Bureau,I am filing a claim against Microsoft for failing to issue a refund of $2185.99 for my returned Surface Laptop Copilot+ PC (Order #**********, Case #**********). I initiated the return on March 19, 2025, and delivered the item to *** on March 20 (Tracking #1ZW8597X9003455435). *** confirmed via GPS coordinates that the package reached Microsofts return address (************************************) on March 27 at 9:40 A.M. However, it was later sent to **********, **, on March 31, indicating possible negligence at Microsofts warehouse. *** suggested Microsoft might have erroneously returned it to them. Microsoft support agent **** acknowledged the mishandling, writing: ***...confirmed that it was misrouted to their facility in ****. The package is scheduled...to ******* on April 7, 2025. ***...accidentally delivered the returned package to the wrong destination...*** will now ship...to *******. The tracking number...has been updated to indicate...Merchandise is missing. Despite extensive communication, Microsoft refuses to issue my refund, suggesting instead that I dispute the charge with my payment institution. I seek BBB intervention for resolution.Thank you,**** ******

  Business Response

  Date: 04/19/2025

  Dear **** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ********* had been working with you on this issue. Upon checking, I was able to confirm this case was closed as our agent confirmed the refund has been provided due after work with *** they assume the fault and confirmed that this package was damaged in transit. 
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/09/2025

  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.

  I absolutely resent ** for recommending Geek Squad for ********* services. As I am not tech savvy, just trying to enjoy my game. Windows was misbehaving... it was suggested to me by ** to use Geek Squad for updating to the latest Windows that I don't know how to install correctly to play OMSI 2 game. I purchased Geek Squads $179 plan which included additional tech support which I really needed to add mods. Many are the hours that have been lost be it on screen share / return to store in person (time / gas consuming).This is time that I can't get back, as I am still without my game and mods with something blocking PC from downloading. My chart should be available to view from both parties. Now with something blocking downloading ability. I am without game.... I am without PC in good working order.

  Business Response

  Date: 04/17/2025

  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

• Initial Complaint

  Date:04/09/2025

  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 submitted an initial complaint stating that my Microsoft account was hacked on 3/12 and noticed that something was wrong. My points had been used, a different phone number had been added to my account, and a rule had been placed on my email account to automatically delete my messages. This all happened in the middle of the night, when I am NEVER online! When I went to see log in attempts, there are multiple unsuccessful, all from different areas of the world. The help section states I can mark these as "not me" and flag the account. There is no such option. I reached out to support twice, both tickets were closed by support saying they couldn't assist me. I tried again to get a live agent and the wait was close to 2 hours. I have have this account for MANY MANY years, my information has not changed and I have NEVER redeemed anything for ******* gift cards! I asked for my points to be returned and instead, my account was BLOCKED. I had changed the password and put an 2FA on the account to maintain safely. My request was for this to be reviewed and points but back but in turn, which seems like retaliation, my account was permanently blocked! It was blocked because of my complaint to BBB, and then they said I could not verify I was who I am so its permanent. Why would I submit a complaint and go through all of the changes to update my information BACK to what its been for YEARS if I was not me? I live at the same address, have the same phone number and I could have easily provided my government ID, none of my information has changed! So again, instead of my points being returned $60, plus the remaining points in my account, around $20, theyve now decided to disable my account. My tax returns, work documents, photos, EVERYTHING is there including my one drive. And now Microsoft has decided I am not me! *** had this account for around 30 years. ************ Or ************

  Business Response

  Date: 04/17/2025

  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

• Initial Complaint

  Date:04/08/2025

  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.

  I am not able to log into my 10 email accounts that I am paying Microsoft for. Recently I transferred my phone number "**************" to a different service provider. Subsequently, I am not able to send or receive texts on my phone number. When attempting to login into my Microsoft **** 365 Admin account, the ** system due to it's two-step authentication process will not allow me to login unless I provide a code that is texted to my phone number. I submitted a tech support ticket and spoke with two different tech support representatives but they did not resolve the issue. They simply passed the buck to another representative. In my last conversation with a *** at approximately 3PM. I was on hold for over ************************************************************************ I never received a call back. I should note that I did not want or request two-way authentication. ** system forced me to have it. And now I am locked out of my account, I cannot access my emails and I have received NO resolution to the this issue. I need to access my emails (which I am paying for). Please assist in this matter. Thank you, ******* ******, ************ (calls only please), ***************************

  Business Response

  Date: 04/18/2025

  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. 
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation
   

• Initial Complaint

  Date:04/08/2025

  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.

  I received a notification that my hotmail is compromised and they want me to verify my identity by retrieving the code that they sent to my other hotmail account. However when I try to log into my other hotmail account it says that i need to verify my identity by retrieving a code sent to my original email address. So I am now locked out of both accounts and there is nobody that I can call about this issue. The customer service numbers just hang up on ********: *********************** Email: ************************** I've had these emails for years, I know the correct passwords but can't log in. All my correspondence happens in these emails. There is no help available anywhere.

  Business Response

  Date: 04/16/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  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

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23176918
  
  I am rejecting this response because:

  I have tried to recover my account and it had been rejected with no reason given. There are other ways to verify my identity such as submission of an affidavit. However, Microsoft will not allow this and I am suffering loss of time, loss of vital information and extreme stress through no fault of my own.

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

  Business Response

  Date: 04/22/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. However please note that the online recovery form is the only way to regain access to your Microsoft Account. You will need to complete and submit the form again by visiting **********************************. The form can be submitted up to two times per day, so please ensure you provide any additional information not previously included.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/24/2025

  Hello, 
  
  My case has still not been resolved. This issue is affecting so many things in my life. My child's Robux account can no longer be accessed and all my government correspondence is lost. Microsoft has merely responded with the exact same message twice now. They have not resolved the issue at all. Please let me know if there are any further steps I can take.
  
  Thanks,
  
  ***** ******

  Business Response

  Date: 04/25/2025

  Dear ***** ******,
  
  We truly understand how frustrating this situation can be,and we are committed to helping you resolve it effectively. To proceed, we kindly request that you complete the online recovery form available at ********************************** (one form per account), which will enable us to assist you with your request in the most efficient manner possible.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:04/08/2025

  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 account for ******************** WORD has been frozen and every number that Microsoft has on their website doesnt exist or nobody answers! Not to mention they use people in countries that speak hardly any English! How can someone get their equipment fixed if there isnt any number to call that works?

  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

• Initial Complaint

  Date:04/08/2025

  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.

  My laptop computer was purchased in January of 2025. This incident occurred on April 2 2025. I was on ******** and scrolling through the pages when a page came up with a women's picture on it and a block the had "Answer Yes or No" on the page there is an option to report the page, which is what I did. After reporting the page it took me back to the beginning of the search pages, I started looking through the pages again and another of the pages with the same outline but a picture of a different women appeared. Again I clicked on the option to report the page. The next thing was there was a couple screens of warnings going off saying that if I turned off the computer to try and start it again it would delete my ******** and ******* accounts. I did turn off the computer and turned it back on. It took me back to the error screen saying it would delete the two accounts, I could not get a cursor or any of the keys to work. I tried calling ******* Support but all I got was a message that I would have to got to a certain address to get any support. I wanted to talk to a live person to see why while on face book and reporting this incident that my computer would lock up. After finding a phone number for Tech Support *************) I was connected with a tech, was hard hearing what he was saying with the error message playing and his accent (*****). I told him what was going on and he said I was hacked and my Microsoft Defender was not working. He then walked me through a remote access to fix the problem. During that time he was telling me he would have to install a new Virus Protection program on my computer and I was charged $50.99 on my account. I ask him what program would he install and what account he charged. I ask these questions multiple times, he would not tell me what account or what program he would install. I told him I just wanted the warning messages taken care of and to be able to access my computer. I'm not able to finish my explanation. I want a real call

  Business Response

  Date: 04/18/2025

  Dear ****** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation