Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,841 total complaints in the last 3 years.
2,476 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/09/2025
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.
I was charged a total of $43.82 over several months Nov 22 2024 $7.48 Dec 22 2024 $7.48 Jan 22 2025 $7.48 Feb 22 2025 $10.69 March 22 2025 $10.69 this was not authorized and I am not sure why I was signed up for Microsoft 365. In addition, Microsoft automatically (?) Moved all of my files to Microsoft 365 so that I need to pay to get them back??? I need access to all of my files, stored on my actual device and not on the cloud. Thanks ******
Business Response
Date: 12/09/2025
Dear ****** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft 365 subscription charges.

Your subscription was authorized and so was the payment for it and remained active since the last payment was in March. after that When no further payments were made, the subscription entered suspension and was later canceled due to non-payment. Data stored under the subscription was permanently deleted after the ***** period ended.

No refund or additional assistance can be provided for this case. If you need further help, please visit ************************************************ to connect with our chat support team.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 12/10/2025

Complaint: 24248429

I am rejecting this response because:
Where is the evidence that I signed up and agreed to pay for the subscription?
Also, my files were all moved to One Drive without my consent.

Sincerely,

****** ******
Initial Complaint
Date:12/08/2025
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.
On July 7th 2025I purchased the software Microsoft Office Home 2024-US for $159.88. I did not receive a cd disk with the purchase I was told that this copy was available to reload anytime if I needed to reformat my Macbook Pro hardrive. I recently had a repair on y Mac laptop and cannot activate the re-downloaded the software which i paid for. After numerous attempts online at Microsoft software websites I am not able to activate my ********* Program unless i subscribe to Office 365 for $149 this year and there after. This software was purchased for my home use. I never need support and i simple want to use this software for my home use. There is NO PHONE number to call anywhere listyed on the internet for this solution. I am being blackmailed please assist me Thank you, ******* ******
Business Response
Date: 12/09/2025
Dear *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Office Home 2024 purchase. After reviewing the details, we would like to clarify that the product you obtained was purchased through a third-party retailer, not directly from Microsoft. This particular version is a one-time use license, meaning that once the product key has been redeemed and activated, it cannot be reused or reinstalled if deleted.
Because the license was already redeemed, it is not possible to activate the software again after reformatting or reinstalling your device.
To continue using Microsoft Office, you would need to purchase a new license or consider a subscription to ************************, which provides ongoing updates and access across devices.
We understand this may be frustrating.
Please know that we are committed to helping you find the best solution for your home use needs.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/09/2025

Complaint: 24244235

I am rejecting this response because:
When I purchased the software I requested a disc. I was told that it was not necessary because I am buying a license and I can reinstall if I needed to. Often computers need to be reformatted. I was reassured that I could reload office if need be during the purchase and again recently when my MacBook was going to be reformatted. I attached the documentation that was included with my product key card that I purchased for $159.88. the Product Key is WMGPQ-H2K42-MFDRQ-4QF4X-2W7TZ. I also attached my receipt. Please read the documentation. " Write your account info here so you can REINSTALL Office and manage your account anytime". I called ***** 2x and they do not have any responsibility. This was a purchase with a New MacBook. Please activate this - it is the right thing to do,
Sincerely,

******* ******
Initial Complaint
Date:12/07/2025
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.
My Microsoft account is locked due to me using the wrong password multiple times. I understand that is my fault. However, Microsofts account reset procedures are far FAR too strict to reset your account in any sort of easy way.I have multi factor authorization enabled which is ironically making it HARDER to have my account reset as using the online form to reset my account CANNOT be used if you have multi factor authorization on your account. That is from the companys own words. So I have been forced to using the online account reinstatement procedure numerous times only to get told each time to be persistentEvery time I do my password reset, I put in my wifes email to get a security code to pass the first phase of account proof. However, EVERY. TIME. I input the 2nd portion of the authentication the website says There is a temporary problem with the service. Please try again. If you continue to get this message, try again later. I get that every single time WITHOUT FAIL for two weeks in a row now. It doesnt matter if email OR my phone number are used on the second portion. It fails every time. You cant even try later because Microsoft only gives you 2 codes per day and when that authentication fails like that, IT STILL COUNTS AS A CODE. So you cant even try again.I am getting ZERO help from the company and I have a subscription service with them, so now I am paying the company money for services I cant even access any more. Let alone my own personal email. I am locked out of that as well, AND I have a video game console from them that I now cant use anymore ********* other company has made getting access back to an account anywhere near as difficult as this company. All I want is my account reinstated/unlocked. Whatever they call it. This process should take me all of 10 minutes to restore my own access. I know it says not to include personal info but, so they know which account is affected, my Account email is: *********************
Business Response
Date: 12/09/2025
Dear Devon,
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: 12/10/2025

Complaint: 24239925

I am rejecting this response because: I have tried this many many times already. It is nice to see that no one actually read my complaint as it is stated in there. I know exactly the information I need to put in. However, your system fails every single time on the 2nd authentication. Your system needs to be checked to ensure that there is not something wrong on the backend.
I say fails, as in, the site itself doesnt handshake with whatever it needs to. This is not a failure on my part whatsoever. I need an actual person to read my complaint and comprehend what I am saying. Not receive a corporate bog standard response.

Sincerely,

***** *****
Initial Complaint
Date:12/06/2025
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.
Will an upper level tech support agent please call me to resolve some issues. I have a subscription to Office 365 on my two laptops. I want to install the Outlook app on both laptops. The installation process keeps hitting inexplicable obstacles. Finally, instead of installing the Outlook app, Office has merely installed shortcuts to my Outlook Webmail account on my home screens. It keeps telling me that Outlook won't load and asks if I want the basic version. It tells me that I don't have "permissions" in Windows (whatever that means). It keeps repeating the same steps over and over. It tells me that it has problems completing tasks. To make matters worse, there is no place on my computer where I can sign into my Office 365 account, so I can't get even remotely close to contacting real human tech support. I try to sign into my account on line, but it takes me somewhere else. It shows me messages/notices in technical language that I don't even understand. Please arrange a phone call from an upper level tech support agent to sort out this mess.
Business Response
Date: 12/09/2025
Dear *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Office 365 concerns.
We understand that you have already been in touch with our support team and received a call. Please confirm whether your issues have been fully resolved so we can ensure your case is closed appropriately.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/10/2025
I was able to contact the business and resolve the issue through another channel, so I will cancel the above complaint.
Initial Complaint
Date:12/05/2025
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 canceled Microsoft cloud over two months ago. I receive emails from Microsoft twice a day Still trying to get me to renew. They are sent from a different email address every time so I cant block Microsoft from aggressive advertising.
Business Response
Date: 12/08/2025
Dear *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau.
We understand how frustrating it can be to continue receiving renewal emails after canceling your Microsoft Cloud subscription.
Please accept our apologies for the inconvenience this has caused.
We want to assure you that your feedback is taken seriously. Our team is reviewing the situation to ensure that promotional emails related to your canceled subscription are stopped. Because these emails may come from different sending addresses, we are working to adjust your preferences, so you no longer receive unwanted renewal messages.
In the meantime, you can also manage your communication preferences by visiting the Microsoft ******************************** (************************************************************************************) and adjusting your settings.
This will help reduce or eliminate promotional emails while we resolve the issue on our side.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
We appreciate your patience and value your continued trust in Microsoft.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/08/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********.

Thank you.

***** ******
Initial Complaint
Date:12/05/2025
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.
I made a purchase at the merchant "Castlery" through the Microsoft Rewards/Bing Rebates program. I followed all terms of service: I used the Edge browser, clicked the "Shop Now" activation link immediately before purchase, and had no other browser extensions installed.Microsoft denied my cashback claim. When I appealed, their support team (Ticket #**********) claimed the sale was attributed to a different marketing channel. The specific attribution source they cited was "*********************".I contested this for two reasons:1) The domain ends in .ir, which is the country code for ****. As a US consumer buying furniture from a US/Singaporean merchant, it is factually impossible that I used an ************* source to make this transaction.2) The term "Direct" in the string indicates a failure of Microsoft's tracking pixel to pass the affiliate cookie, causing the merchant to see the traffic as "Direct" rather than attributed to Microsoft.I replied to Microsoft Support pointing out this technical impossibility, and they have ceased communication and refused to respond.Desired Resolution: I am requesting that Microsoft honor the cashback offer that was active at the time of my purchase. The denial is based on demonstrably false technical data (attribution to an Iranian domain), and I should not be penalized for a glitch in their tracking system.
Business Response
Date: 12/05/2025
Dear ********* *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing Rewards cashback inquiry.
After reviewing your case (**********) and the screenshots you provided, our investigation determined that the Castlery US purchase does not meet the criteria for cashback. The merchant confirmed that the last click was attributed to another publisher, which means the cashback was credited elsewhere.
As a result, we are unable to issue a cashback reimbursement for this transaction. Unfortunately, we are not able to assist further with this case.
We appreciate your understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/05/2025

Complaint: 24233449

Rebuttal to Microsoft Corporation:
I am rejecting this response because it ignores the critical evidence I provided.
Microsoft claims the sale was attributed to "another publisher," but your own support team (Case **********) identified that specific publisher as "*********************".
I am requesting that a human review this specific data point. .ir is the country code for Iran. It is factually impossible that I, a US consumer, utilized an ************* source to purchase furniture from a US/Singaporean merchant (Castlery).
This specific attribution string ("*********************") indicates a technical corruption of the data, likely that the traffic was "Direct" (meaning the Microsoft tracking pixel failed to fire) and the system erroneously appended a nonsensical domain.
I followed all terms of service: I used the Edge browser and activated the offer immediately before purchase. It is unacceptable to deny a valid claim based on demonstrably false technical data. I am requesting a manual courtesy credit to rectify this system error.

Sincerely,
********* *****
Initial Complaint
Date:12/04/2025
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.
I am filing a consumer complaint regarding a Microsoft Store checkout system defect that prevented me from making a Surface Pro purchase during an advertised promotional period. Microsoft failed to correct the defect despite multiple notices and attempts, and I suffered financial harm as a result.On 11/23/25, I attempted to purchase a Surface Pro, Copilot+ PC, Snapdragon X Elite (12 Core), OLED, Platinum, WiFi, 32GB RAM, 1TB SSD, which was advertised at $1,399. My total with sales tax was $1,496.94.The Microsoft Store produced repeated error messages such as We are having trouble processing your payment and CASMicrosoft error codes. The site blocked all forms of payment including ******, ****** Pay Later, ****** Pay, and direct credit card entry.A Microsoft support associate confirmed the presence of an internal purchase-limit block on my Microsoft account and stated that my earlier order had been improperly cancelled.I attempted checkout three times, using different addresses to remain under the $1,500 threshold required for the ****** Flex Pay 20% rebate. All attempts were blocked by Microsofts system. ****** did not decline the transaction.I notified Microsoft **************** three different times via chat. After no response or resolution, I then sent an email to Microsoft Store Support and Satya Nadellas public email address on 11/28/25 and again on 12/01/25. As of 12/04/25, I received no response. My account is still unable to complete checkout.Due to Microsofts failure to resolve the defect before promotions expired, I lost the following: $250 ****** cashback promotion (20% cashback up to $1,250) - EXPIRED 12/02/25 $351 Microsoft Store promotional trade-in value for my Microsoft Surface Pro 8 laptop Approximately $91.17 in price and tax difference after the Black Friday price increased from $1,399 to $1,449.99 $75 in ****************** 5% cashback applicable to ****** transactions during this period Total documented loss is $767.17
Business Response
Date: 12/05/2025
Dear **** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface Pro order.
After reviewing your order number and purchase history, we found that the payment method used did not allow the transaction to complete. The system was ready to process the order successfully, but the payment was declined by your provider. This indicates the issue originated with the payment method, not on our end. We recommend reaching out to your payment provider for clarification on why the transaction failed.
Direct compensation for third-party promotions such as ****** or ***** is outside our scope, and we are unable to assist with those programs.
Support case ********** confirms your request to use ****** Flex Pay; please note Flex Pay can only be processed directly by the customer, not by ********************. Additionally, your request for the previous promotional price cannot be honored.
After a thorough investigation, we cannot assist further in this matter. However, we sincerely apologize for the outcome and any inconvenience this has may caused.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/05/2025
Complaint: 24230650

I am rejecting this response because:
Microsofts response is factually incorrect.

No payment provider declined any of my transactions. I verified this with ****** and my bank, and I received no decline notifications. I also attempted payment using four different methods: ******, ****** Pay Later, ****** Pay, and direct credit card entry. All of them produced the same Microsoft checkout error screen with CASMicrosoft codes. If the issue were with my payment provider, each method would not fail in the exact same way. In fact, I spent thousands of dollars during this time with several other merchants (including using ******) and not a single one of those transactions failed or was unable to be completed.

Microsoft support previously confirmed the real issue in writing via chat:
an internal Microsoft purchase-limit block was placed on my account, and their system improperly cancelled my order. This directly contradicts the claim that my payment method caused the failure.

Because Microsoft did not remove this block or resolve the defect before promotions expired, I lost:

$250 ****** cashback promotion
The higher Microsoft Store trade-in value for my Surface Pro 8
The original $1,399 price

Microsofts response does not address any of this.

I request escalation to someone who can review the evidence and address the documented system error that prevented me from completing the transaction.

Sincerely,

**** ******
Initial Complaint
Date:12/04/2025
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 purchased Arc Raiders digital game on 12/01/2025.The game in defective as it crashes and is unplayable.Xbox support Ticket ********** denied the refund based on playtime used to troubleshoot the ********** asserting my rights under California Civil Code (Song ******* Consumer Warranty Act) for a refund of a faulty game.
Business Response
Date: 12/05/2025
Dear ****** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your case. 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 your case.

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 ************************************************ to receive assistance via chat support.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 12/05/2025

Complaint: 24230308

I am rejecting this response because:

Here are the account details you requested>

Microsoft email: *************************
Xbox Gamertag: MrBlazer1
Original Service Request Number: **********

As stated before Im seeking a refund as the game I purchased on 12/01/2025 is crashing and not playable.
Please see the notes under the service request number ********** and provide a refund.

Sincerely,

****** ********
Business Response
Date: 12/10/2025
Hello ******,
Thank you for reaching out. Were very sorry to hear that youre experiencing game crashes. Please feel free to contact the games support team directly, as they will be able to assist you further with troubleshooting and resolving the issue.
Regarding your refund request, were sorry to inform you that were unable to process a refund in this case, as we can confirm there has been significant activity on the game. If you continue facing any issues within the game, please do not hesitate to contact the support teamthey will be happy to help you.
If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/10/2025

Complaint: 24230308

I am rejecting this response because:
1. Explanation of "Significant Activity": The gameplay activity you are seeing on my account is NOT from the Xbox Live license I am trying to refund. It is from a separate copy of the game I purchased on Steam (Valve Corporation).
2. The Timeline:
Purchase 1 (Xbox): I bought the game on Xbox Live first. It was defective/unplayable.
Purchase 2 (Steam): Because the Xbox version failed, I purchased the game again on Steam so I could actually play it.
3. The Error: Because my Xbox and Steam accounts are linked for cross-progression, your system is erroneously counting my Steam playtime against my Xbox refund limit.
Retailer Liability: I am effectively paying for this game twice. I am requesting a refund for the Xbox copy only, which was defective and unused. You cannot deny a refund based on playtime accrued on a competitor's platform (Steam).
4.Resolution: Please review the Device/Platform ID in the activity logs. You will see the "significant activity" occurred on PC via Steam, not on the Xbox license. I am re-asserting my right to a refund under the California Song-******* Consumer Warranty Act.

Sincerely,

****** ********
Initial Complaint
Date:12/03/2025
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.
We have played Xbox for 2 years with no issues or strikes. On 11/16, my son asked Xbox for an $8 refund for a game that he did not like. This resulted in an account suspension. During this time, they continued to email me for monthly payment of the game pass, to which I finally agreed, thinking the suspension would be lifted once the appeal was reviewed. Yesterday was day 15 since the suspension and appeal, and we now see that the appeal has been denied with no reason, and no way to contact them. They take money and not allow services. We have a lot of money invested in the system and games, and they cannot just do this with no cause.
Business Response
Date: 12/04/2025
Dear **** ******,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account. Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live.

We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.

You can review the full Terms of Use at: **************************************************************************;

You can review our Microsoft Services Agreement here: *************************************************************************;

You can review our Code of Conduct at: **************************************************************************;

For additional information regarding your ban or to file a case review, please visit **********************************************. After signing in to ********************************************** with the account that received the suspension (or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website and see your active and completed suspensions. There is a drop down labeled Reason for action that you can click to see the exact text that resulted in the suspension. If non-text content was part of the violation, you will see a message that says This action occurred due to infringing image, audio, or other multimedia content in sent messages.

No refunds will be provided as outlined by our services agreement.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/05/2025

Complaint: 24221906

I am rejecting this response because:
Cause has still not been provided for why the account has been banned. The options referenced in their reply are not available. Please see the attached screenshot. Unless something can be provided to me, we will be taking legal action.

Sincerely,

**** ******
Initial Complaint
Date:12/02/2025
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.
On today, I noticed a charge from Microsoft Xbox Game Pass on my debit card. It is a recurring charge for the Game Pass Ultimate subscription that was $19.99, which totaled to $21.34 plus taxes or fees. Today's charge was $29.99, which totaled to $32.46. Usually, I have this charge recurring because $19.99 was a reasonable price. I received no notice about changes to Game Pass or changes in the price, which is why I did not cancel, change, of shut off recurring billing for the subscription. I canceled today. I tried to contact support, which is a mine field that goes nowhere. I even tried live chat which threw me into a community or random agents who may or may not answer me or guide me to right place. As I type this complaint, I still have not received a response in which I was told that I would. I have not used Game Pass today or even logged into Xbox. I just wanted to cancel my subscription and be refunded my money. There were no refund option and no way to get to a live agent. I spent over 35 minutes following written directions and trying to get connected to a live agent. I just want my money back, $32.46. It is not right to change the price, knowing that many customers have recurring billing, and then make it almost impossible to get a refund. Apart from not being able to connect to live chat, I also was not provided with a phone number to call. Really? Now, I must lean towards a third party for a resolution. The subscription is cancelled but rather than refund me, it says that the subscription is due to end on January 2, 2026. Basically, Microsoft is forcing me to keep a subscription that I do not want until the billing period ends and at the new price (which I received no notice) which is $10 higher, causing me to overdraft my account because I was not aware the price changed. Please help me! This has to be a violation of my consumer rights!
Business Response
Date: 12/03/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation. Please note that all customers receive an email notification regarding any price changes to their subscriptions.
As a one-time exception, we have processed a refund of $32.46 for your recent Xbox Game Pass Ultimate charge.
We appreciate your understanding and thank you for being a valued customer. If you have any further questions or need assistance, please feel free to reach out.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/03/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID ********.

Thank you.

******* ******

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