Complain About Microsoft 365 (OneDrive) - learn how to file a complaint

It can feel like navigating a maze, but here are the most direct ways to get their attention.

Immediate to 24 hours, but getting a real solution? That's a different story.

• Use the bot-breaker: When you start a chat, immediately type "talk to an agent" to skip the automated responses.
• Prepare your info: Have your Microsoft account email, any relevant subscription details, and the approximate date the issue started ready to go.
• Try off-peak hours: Contact them early in the morning on a weekday (e.g., 8 AM Eastern Time) for potentially shorter queues.

If you've tried contacting support and gotten nowhere, it's time to escalate. Your best bet in the US is to file a formal complaint with the Better Business Bureau (BBB). It's a public record, and large companies like Microsoft have dedicated teams that monitor and respond to BBB complaints to protect their reputation. Filing with the BBB gets their attention, but prepare to wait. Microsoft has thousands of these to deal with, so it's not an overnight fix.

Before you can escalate to the BBB, you usually need to prove you've already tried to resolve the issue through Microsoft's official channels. So, make sure you keep a record of your chat transcripts or reference numbers.

Subject: Formal Complaint: Unresolved Issue with OneDrive Account [[Your Microsoft Account Email]]

To Whom It May Concern,

I am writing again to resolve an issue with my Microsoft 365 subscription. This is my third attempt to get help, and my previous interactions on [[Date of last contact]] have not fixed the problem.

On [[Date of incident]], I was incorrectly billed [[$Amount]] for a service I had already cancelled. I have the cancellation confirmation, yet the charge still went through. Frankly, having to spend my personal time chasing this down and re-explaining the situation has been incredibly frustrating and a waste of my time.

To resolve this, I require you to issue a full refund of [[$Amount]] to my original payment method immediately. I also need written confirmation that my subscription is, in fact, cancelled and I will not face any future charges.

Please be aware that if this is not resolved within 5 business days, my next step will be to file a formal complaint with the Better Business Bureau and initiate a chargeback with my credit card provider.

Thank you for your prompt attention to this matter.

[[Your Name]]

• Ask for a reference number. At the start of every chat or call, ask for a ticket or reference number. If the connection drops or you have to follow up, it's your only proof.
• Keep a log. Note the date, time, agent's name, and a summary of the conversation. It feels like overkill until you're on your fourth call explaining the same thing.
• Use their own words. One user on the r/onedrive subreddit mentioned they got their issue solved by quoting Microsoft's own terms of service back to the support agent. It shows you've done your homework.

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