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

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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  Microsoft

  4643 S Ulster St Ste 700 Denver, CO 80237-2865

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  Microsoft

  5335 Wisconsin Ave NW Ste 600 Washington, DC 20015-2054

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/11/2022

  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.

  My debit card was mischarged for a product for $99.99 on 4/26/22. Once I realized the charge I tried calling Microsoft, I was on hold for over an hour and told they would look into it after asking me for every email that is associated with my family. I had to enter pass code after pass code. When the situation was not resolved with that phone call because I had to go back to work I tried investigating on line. I was chatting with a person that seemed adequately helpful still taking over an hour of my time and said they delivered information to their higher team and I would receive contact in ***** hours. I received an email saying they found the cause for the charge and to contact them back via phone or chat. And they gave me a case number to refer to. The number they proved says to reach them via the web, so I started a chat with another person who had no idea what he was doing. Again jumping through the exact hoops I had done before wasting another hour of my time. Finally received the exact same email saying they found the cause for the charge and to call back. Since I have not gotten anywhere with the phone #they provided or with the chat I looked up another number to call. I have been connected with some person in another country who has had me on hold for about an hour now and still has not solved my problem and they say they will call me back. Absolute incompetent customer service and I feel they keep you on hold so you get frustrated long enough to give up asking for a refund. I feel **** Gated is a trillionaire and can afford to have better customer service and to not outsource his company.

  Business Response

  Date: 05/17/2022

   

  Hello ***************************** ,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 1539150727
  
  Sincerely, 
  Microsoft Corporation

• Initial Complaint

  Date:05/09/2022

  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 paid $200 for an elite series controller 5 months ago. The lb button doesn't function properly and the right joystick drifts.So I scratched my head trying to navigate the website, to submit a repair order. I don't want a stupid virtual assistant. I must have typed speak to a person 20 times. I also do not want to talk to a gamer!!!! I want to talk to A MICROSOFT EMPLOYEE!!!I finally managed to call and talk to a person. They helped me create the repair order and everything was good, or so I thought.3 days later I did not receive the label or hear back!!!So I emailed the support rep, who said *** never created the label. And he needed to verify the my info.After that another couple days passed and I didn't get anything so emailed him.I got this reply Hello, I was checking on this today and *** has not created the label. I will create a new order so they can send the label. I will need to get access to your account so I need to get a verification code from you. For that I need to contact you and get the code. I only need the code and then I will do the process. Can you give me a time that I can call you? My time zone is Central Time. So I told the rep ******* today. I never got the call.2 days later, they closed my case.So I now I am on hold with Microsoft, I called around 7:30pm it is now 9:48!!! (I think they closed the call center, because I am still on hold)....I have been a lifelong Microsoft customer, I am never doing business with them again. Horrible company. It used to be if you had a problem you called 18004myxbox, and now u can't even do that you have to navigate their terrible website!!!!

  Business Response

  Date: 05/17/2022

   

  Hi Matt,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 1539151120
  
  Sincerely, 
  Microsoft Corporation.

• Initial Complaint

  Date:05/09/2022

  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.

  Recently I purchased the Xbox series s, I had signed in using the same account I've had for years. After signing in the next day I had learned that I was banned from xbox live services. While trying to figure out why this had taken place on April 30, 2022 I found out the gmail address used to login to my Microsoft account was compromised. Immediately I started changing passwords for everything possible. My Xbox live account I went one step further with as I had decided to change to a different Gmail account and a new password. After not being advised as to what I had been banned for I tried with no success to understand what had happened to my account. There has been no investigation into the hacked account, there is just a permanent account ban. The answer I'm expected to be OK with is to lose everything I've spent the past maybe 25 years achieving. I had over 200 games in the cloud I will never be able to get back. I have an Xbox one x, my daughter an Xbox one and a recent purchase of the series s which all of the systems are useless to me now. I've spent so much money over the years amassing that list of games as well as my gamerscore. To be told that your account is permanently suspended and will remain so while not saying what it is I'm accused of doing, or taking into consideration the many years loyalty and good behavior on my part is very unreasonable. How is it Microsoft is able to revoke my account for actions I had no part in. How is it they're unable to help me because there is 2 step verification turned on. It needed to be turned on as my account had been compromised somehow. Microsoft has no contact information for the division that decides the fate of user accounts. I was expected to file an appeal of their decision. Which again has led to a huge loss and no rectification of the account or products purchased with the account to transfer to a new account. The series s has no time on it as I just bought it. It is of no use to me now.

  Business Response

  Date: 05/13/2022

  Dear *************************

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account suspension. We are unable to verify your account or locate a service request associated with the information provided in your claim,please provide the Microsoft Account email address associated with the suspension to further investigate and assist you with this matter.

  
  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: 05/14/2022

   
  Complaint: 17180378
  
  I am rejecting this response because:
  
  Sincerely,
  
  ************************* The account that is suspended is *********************** I've had multiple claim numbers because the matter is always closed so I'm not sure I have a valid number to provide.

  Business Response

  Date: 05/17/2022

  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 1539156051 .

  
  We will monitor your support case through resolution.

  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:05/09/2022

  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.

  Microsoft, please CANCEL my auto draft!!!! This is my second request, second month in a row!! You are causing me additional anxiety and stress. Im at the verge of a mental breakdown. Cancel all my microsoft accounts effective immediately. Please, this is the most challenging puzzle to date.

  Business Response

  Date: 05/16/2022

  Dear *******************************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account closure. 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 1539123599.
  
  Sincerely,
  
  Microsoft Corporation