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 Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Corporation

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

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  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:04/08/2025

  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

• Initial Complaint

  Date:04/08/2025

  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 am attempting to close a Microsoft Account and email address that has been used fraudlently to make purchases I did not make. I am attempting to find a way to close the account and have used online resources to no avail. I have been unable to contact anyone to assist. Please help.

  Business Response

  Date: 04/16/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 
  
  Only the account owner is authorized to close the Microsoft account. You can follow these steps to close the account: ******************************************************************************************************************************************************
  
  If you do not have access to the account, you need to recover the access and then you can close the account. 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

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23176196
  
  I am rejecting this response because: I have attempted to use each of the recommended processes numerous times to no avail. The questions that I am asked about this account are impossible to answer. I haven't used this accoiunt in a decade. Maybe longer than a decade. The repsonses that I give for verification can't be answered beause the I never subscribed to a service (i.e., Microsoft 365, One Drive, etc.). These services did not exist at that time. Yet this account has been used to fraudlently open an account at ******* and yet Microsoft will not assist me in closing then thing. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/08/2025

  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.

  There is someone that's trying to get into my account, and when I asked microsoft before they said it's a glitch, but it seems to keep happening everyday now i get sign in code request and before it would only happen once a year. Can Microsoft, please fix this? Is this a glitch or is this someone trying to hack my Gmail Microsoft account?Can ********************** ban this person trying to do this?

  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 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

  Customer Answer

  Date: 04/19/2025

   
  Complaint: 23175998
  
  I am rejecting this response because:
  

   

  I believe I received a phone call but can you please communicate in email. Please.email me on monday.

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

  Business Response

  Date: 04/25/2025

  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 Dorinela has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution.
  
  We will monitor your support case through resolution.
  
  If you have any further questions or concerns regarding this issue, please email ******************************************* with the Service Request #**********, and Dorinela will reach out to you. For future issues, please visit **********************************.
  
  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.
  

   

  Please make sure that you block whoever is trying to sign in request my account.

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

• Initial Complaint

  Date:04/08/2025

  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.

  We have been having significant problems with Microsoft outlook for a couple of years. An executive from Microsoft suggested that we should move our accounts from GoDaddy to Microsoft directly so they can help us and because they claimed most problems were caused by GoDaddy. This executive talked us into leaving ******* annual subscription for email to sign up directly with Microsoft. We continued to go month to month. He said he would sign us up for trial bases at no charge until we move over the accounts. We decided against moving the accounts. However, ******************** started charging us $ $269.75 per month for a full year. We Advertise with Microsoft so we thought the charges were a part of the online advertisement charges. We never agreed to pay $269.75 and were misled by the executive to believe there would be no charges until we actually moved the account. So basically, we are paying the same amount for the same emails with GoDaddy and he made us now pay them directly with Microsoft. We never logged in or used these email accounts. ******************** never billed us for these but kept charging our credit card and taking our money without our knowledge. We never knew we are paying them and never consented to that. We stayed with GoDaddy and will not switch to Microsoft directly since our storage and security is hosted and provided by *******. We told Microsoft executive that. We received a notice that a payment declined so we checked our online advertisement account and found there was no issue. We checked with GoDaddy and all Microsoft products payments are current. We reached out to this executive to find out what this is for. It turned out he set us up to be charged and it was not a trial account. We are out now $2,697.50 which we already paid to Microsoft through ******* for the same email accounts. We will file a complaint with the California Attorney General. we reserve all our rights under the law and will file a lawsuit to recover our money.

  Business Response

  Date: 04/16/2025

  Dear **** Edouni,
  
  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:04/07/2025

  Type:Order 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.

  hacking into and intercepting or refusing to send emails though. theft of intellectual property done by hackers frailer to protect from hacking.

  Business Response

  Date: 04/15/2025

  Dear **** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. To prevent hacker intervention please check the following information to how you can prevent this type of scenarios. 
  
  How to protect against phishing attacks: *********************************************************************************
  
  Step-by-step threat protection in Microsoft Defender for Office 365: *********************************************************************************************************************************
  
  Help protect your *********** email account: ****************************************************************************************************************************************
  
  Microsoft Corporation
  

• 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.

  Hi, I have been sent about 4 random requests by someone whom i think is attempting to hack my microsoft account ************************ The requests send me an email code saying We received your request for a single-use code to use with your Microsoft account. There appears to be no way to block or tell Microsoft that someone is trying to hack my account. I believe I know who it is. Is there some way a Microsoft employee can look into my account and see where these requests are coming from?

  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:04/07/2025

  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.

  Microsoft is retiring Skype. Thousands of Skype users have Skype credit that they will not be able to use. I have $45.30. But Microsoft is claiming that they cannot issue a refund because the credit was bought more than 6 months ago. This is absurd - who could have imagined that Microsoft would completely eviscerate and cancel the entire Skype program. Of course they should issue refunds. It's simply fradulent and a bad business practice not to. They do it because they are powerful but consumers are powerful, too. We can file complaints. We can also use Zoom instead of Teams and avoid Microsoft products as much as we can. That costs a lot more than $45.30. Better to just give the refund.

  Business Response

  Date: 04/15/2025

  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. Your new case number is **********.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23171499
  
  I am rejecting this response until I hear from Microsoft directly and am confident that they are addressing this issue.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/21/2025

  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 can't been provided for Skype policy's. 
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23171499
  
  I am rejecting this response because:

  A "refund policy" created and implemented to deal with the normal course of business is irrelevant when a gigantic corporation like Microsoft cancels - with little warning - a product that it has offered for decades. This means that unknowing customers may have purchased ********************** credit not knowing that the moneys would never be refunded. That's what happened to me. A new policy is obviously needed - one that respects customers instead of s******* them over. I guess Microsoft just doesn't care how many people hate Microsoft with a passion. 
  
  Sincerely,
  
  ******* ******

• 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