How to speak to a person at Microsoft regarding a 'failure' by a Microsoft Rep; then REFUSING to follow though; refusing to return calls as promised.

Question

How to speak to a person at Microsoft regarding a 'failure' by a Microsoft Rep; then REFUSING to follow though; refusing to return calls as promised.

W S 0

Greetings.

The purpose of this message is to:

(1) file a complaint with Microsoft for a 'company integrity' issue (failing to issue a just due refund) and

(2) request assistance from an appropriate office at Microsoft HQ in getting a refund that I am due - or just fix the error caused by a Microsoft Service tech located in the Philippines.

Details:

1: I purchased Microsoft 365 Family Subscription - Military Appreciation Edition from the Army-Air Force Exchange Service (Fort Lee, VA) on/about November 2025.

2: On/about 31 March, I called into Microsoft Help Support for assistance in upgrading my current subscription with the new Family Subscription. After about an hour with the service tech, we found that the service tech give wrong instructions and did NOT upgrade my current subscription. He was unable to fix the problem, thus handed me over to his supervisor.

3: The supervisor, who gave her name as "NORLYN" from the Philippines took the call and this is where the problems begin.

4: On 2 April, Norlyn stated that she was unable to work the issue, but would call back in 15 Min. About 3 hrs later, I received a text/email from her stating that should could not call back, but would call back when she returned to work the next day.

5: Two days later, Norlyn called back. After discussing the issue for about an hour, she decided that she needed to make calls about how to fix the problem.

6: On/about Apr 5, this Norlyn send me a message saying I was eligible le for a full refund. In her email, she sent an email giving instructions how to file for the refund. She stated that when she received the 'refund worksheet', she would issue the refund. She sent me a link.

7: I went to the link that she send but on that site that the link sent me to, there is NO place to put in any data for submitting a refund.

8: For the next 12 days or so I send in emails, ATTN: Norlyn, stating that what she send me did not work and requested that she call me back and guide me thought the process that she wanted to use. I GOT NO RESPONSES SINCE.

9: On 22 April, I tried to contact Service Support again. I opened another case. That case was "closed out" in less than 2 hours despite the fact I did NOT receive any call or any assistance. I did learn, by going to 'check up on the status', that my case was 'resolved' IT WAS NOT RESOLVED.

10: I am requesting a call from someone who is able and willing to resolve this issue:

11: Microsoft Case #s related to this issue:

a) 7100381965. This is the original case # given to me by the Norlyn person. There are about 10 emails under this case number dated from 1 April to 22 April. You will notice only 2 responses - not helpful at all. If you do not have the emails, I do and can forward them to you as evidence that I have been extremely patient in waiting for some semblance of service from this Norlyn character. 

b) 7101067732, started 10 April

c) 710107135, another follow up case, but no response 

d) 710166380. started 22 April showing the case resolved despite NOT speaking to anyone as I never got a call from anyone. My Microsoft Acc'ts are under: ********@gmx.us This is my account and the account that I wanted to upgrade with my Microsoft 365 Family -Military Appreciation *Edition*   ^^^^@yahoo.com. the alternative email to my current account BUT WHICH THE TECH USED TO OPEN A NEW ACCOUNT WHICH DID NOT UPGRADE MY ACCOUNT.

Also, I do have the e-mail from this Norlyn person that states clearly I am due a refund and it will be issued when I file. So AGAIN I need assistance in filing the data that Norlyn states I need to file, but can not, since Norlyn gave me incorrect information. PLEASE ACKNOWLEDGE or call if you need further information (804)##### or 904-#### (these numbers are associated with my 365 Acc't.) Also, I do have the entire e-mail string showing the error created by your Tech, and notice that I am due the refund, as well as the many messages asking this Norlyn character to respond as she promised she would do. PLEASE ACKNOWEDGE RECEIPT OF THIS MESSAGE. I am standing by for your rapid reply.

4/24/2026 9:33 AM

Good morning.

After further reviewing the information on your (Microsoft's) Trust Code: Microsoft Standards of Business Conduct - specifically "Trust with our customers". my complaint regarding the service received by an individual located at a Microsoft 'store' in the Philippines falls squarely within the the Microsoft Integrity Portal. Therefore I continue to received a call from this office so the justified complaint can be resolved. You have my contact information. I am standing by for your rapid reply.

I STILL CONTINUE TO STAND BY - 35 DAYS NOT AND STILL GETTING NO RESOLUTION FROM ANYONE AT MICOROSOFT. HOW DO I CONTACT A LIVE PERSON. I sent complaints through "ETHICSPOINT.COM" AND GET NO RESPONSE AND THOURGH 'BUSCOND' AND GET NO RESPONSE.

NO CUSTOMER WHO IS PAYING GOOD MONEY FOR A SUBSCRIPTION SHOULD BE TREATED THE WAY THIS CUSOTMER IS BEING TREATED/IGNORED AND REFUSED COMMON COURTESY.

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1 answer

Your answer

Answer 1

To reach a live person at Microsoft and escalate a billing/refund complaint, use these supported channels:

Contact Microsoft Billing/Account Support (chat or call back)
1. Go to the Microsoft Support contact page: https://support.microsoft.com/contactus/
2. Sign in with the Microsoft account that has the Microsoft 365 subscription.
3. In the search box, type "Chat with an agent" and press Enter.
4. Select Contact support.
5. On Products & services, choose Microsoft 365 & Office (or Microsoft 365).
6. For Category, choose Manage my subscription or Billing and Payment updates.
7. Confirm, then choose Chat with a support agent in your web browser or Call me back.
8. Provide the existing case numbers (7100381965, 7101067732, 710107135, 710166380) and explain that prior cases were closed without resolution and that a refund was promised in writing.
Use Microsoft 365 consumer support entry point
1. Go to the Microsoft 365 Customer Service and Support page.
2. For home products (Microsoft 365 Family, Personal, Basic, Premium), select the option to Chat or receive a call back from a technical support expert.
3. Indicate that the issue is account & billing and that it involves an unfulfilled refund commitment and mis‑applied subscription.
If phone support is preferred
1. Go to the Customer service phone numbers page.
2. Under Home Users, select Get Help.
3. Describe the problem; the system will either provide self‑help or offer options to connect to support, which may include chat or a request‑a‑call feature.
Refund process reference If support agents ask for refund policy details, refer them to the Microsoft subscription refund guidance and explain that a Microsoft agent has already confirmed refund eligibility in writing. The support agent can then process or escalate the refund according to that policy.

In each contact, clearly state:

This is a Microsoft 365 Family (Military Appreciation Edition) billing/entitlement error caused by prior support.
A supervisor (name provided) confirmed eligibility for a full refund but provided a non‑functional link.
Multiple cases were closed as “resolved” without any contact.
The request is: either correctly apply the Family subscription to the intended account or issue the full refund that was promised.

Keep copies of all emails and case numbers ready to provide to the live agent so they can escalate if needed.

References: