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

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

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

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:11/21/2025

  Type:Sales and Advertising 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.

  My Minecraft account was hacked, or rather my whole Microsoft account, but the only thing I had on my Microsoft account was my Minecraft account I had tried to submit the recovery form..My email was ***************************** but when I entered it it sad email not found. My Minecraft username is honedge and I bought my account from ******* here is the code HMG7F-DFXX7-2WCRW-HVKHM-TMFRZ I made Minecraft ticket but havent gotten a response.

  Business Response

  Date: 11/21/2025

  Dear ***** C,

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

  After reviewing the details you provided, we were unable to verify the information in your claim. Additionally, the actions described in your escalationincluding purchasing an account through a third party and using a redemption code outside official channelsare clear violations of Mojang and Microsoft Terms of Service.

  We also found no evidence of an account hack based on the information submitted.

  Given these findings, we cannot proceed with recovery or provide further assistance on this matter.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 11/21/2025

   
  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,
  
  ***** C

• Initial Complaint

  Date:11/20/2025

  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 upgraded my mobile device. Was unable to validate my commercial email. Opened a ticket with microsoft support for business office 365. Microsoft had me change my password which locked me out of two computers using my business email. No call back. No evidence that ticket was created. 10 days not being able to receive business related emails.

  Business Response

  Date: 11/21/2025

  Dear ****,

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

  If you would like to contact the business line support over the phone us the following link.
  **********************************************************************************************************************************************
  
  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 11/21/2025

   
  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:11/17/2025

  Type:Billing 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 am filing this complaint because Microsoft has denied us access to my paid Microsoft account and all associated ************* for an extended period, despite multiple support cases and daily attempts to resolve the issue.Our account was suddenly and incorrectly placed under a parent or guardian consent required restriction, even though I never activated any parental controls on the account. Since this lockout, we have not been unable to access critical files, documents, and business data stored in OneDrive.We have contacted Microsoft support repeatedly. I have completed all forms, provided verification, and followed every instruction they issued. Each case has been closed or recycled without any real progress. Support agents continue giving generic, repetitive instructions that do not address the actual system-level lock that Microsoft imposed. No technical specialist has taken ownership of the issue.We are a paying Microsoft customer and have used this account for more than eight years. Being locked out of our data for this long has caused serious disruption to our work and personal life. Microsofts failure to restore access is unacceptable and violates basic consumer protections relating to paid digital services and data access rights.I am requesting the following:Immediate restoration of access to our Microsoft account (***************************************************)Immediate restoration of access to all ************* Escalation to a senior engineer or account recovery team capable of resolving parent/guardian lock issues Written confirmation that our data has not been deleted, altered, or compromised Microsoft support has been unable or unwilling to resolve this issue, so I am seeking BBB intervention to force a proper investigation and resolution.

  Customer Answer

  Date: 11/20/2025

  I want to let you know that we managed to get hold of Microsoft yesterday afternoon, and after several attempts, they resolved the issue and restored our access. 
  
  It seems the problem was linked to a technical fault on the personal-account side, and not every agent had the ability to sort it out. 
  
  Since access has been restored, everything appears to be working normally again.

• Initial Complaint

  Date:11/17/2025

  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 support has been unreachable and hasn't been able to understand the severity and depth of my issue.I got hacked on 23-07-2025 on the account, ************************ After about a month of perseverance i was able to get a successful restoration via a transfer of my xbox profile and games to ******************** (Check PROOFOFTRANSFER and PROOFOFTRANSFER2 in attachments) after the restoration had occurred, I updated my security information immediately.After just a few days- I got locked out for 'compliance issues.' When all i did was as support advised me to do. I.e, update my security information. I believe this happened due to a pending case regarding my hacked account, which likely led to the automatic lock placed, it was however placed on the wrong account. (check 'Cause of the lock' in attachments) Please help me retrieve access back to my account by lifting the lock on the account, ******************* or by transferring my xbox profile to ******************* my gamertag is Skylxrstar thanks

  Business Response

  Date: 11/19/2025

  Dear ****** ******,

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

  To remove the lock, you will need to complete the account recovery form and successfully pass the verification process. Once that is done, we will review the lock issue.

  Please visit ********************************** to provide the necessary information to confirm you are the rightful owner of your Microsoft account. This is the only method to regain access. You can submit the form up to two times per day and should include details not previously provided.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 11/20/2025

   
  Complaint: 24156166
  
  I am rejecting this response because:
  
  Hi. I am rejecting this message as this isn't acceptable, and I require more support.I have submitted the **** form as you have told me to, but I would prefer to be contacted via email with the questionnaire so that I can attach more proof of ownership to consolidate my claim. I still need help to unlock my Microsoft account or help transfer my Xbox profile to a new account. I look forward to hearing from you so we can find an acceptable resolution as soon as possible
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/16/2025

  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 made a purchase for a friend of mine but he's in the **. I was unaware that the game was region locked preventing my friend from downloading the game. I have tried for 2 days to get in contact with someone and have not been able to get in touch with anyone.

  Business Response

  Date: 11/19/2025

  Dear ****,

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

  We understand the situation and appreciate your loyalty as a valued customer.

  We have canceled the purchase and processed a refund as an exception on this occasion.

  Please note that the refund may take 7 to ****************************** your bank account, depending on your financial institutions processing times.

  We truly value your continued support and trust in Microsoft. While region restrictions are in place to comply with licensing agreements, we made this exception because of your long-standing relationship with us.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 11/19/2025

   
  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. However I do ask if there's a way i can still get my friend this game or not even though he lives in the **?
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/16/2025

  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.

  Overriding my paperwork with ************* used to save ******* Lack as a kidnapped victim. And overriding it with television commercials between Microsoft and ********** UK ******

  Business Response

  Date: 11/19/2025

  Dear *******,

  Thank you for sharing these documents and concerns.
  
  After reviewing the materials, we note that the claims involve matters under the jurisdiction of U.S.

  Citizenship and ******************** (*****), the ***************************************************************, and other law enforcement authorities.

  These processes relate to immigration, FOIA requests, and human rights investigationsareas where Microsoft has no involvement or authority.
  
  Given the seriousness and ongoing nature of these legal proceedings, Microsoft cannot interfere or take action that would compromise investigations or jurisdictional responsibilities.

  Our role as a technology provider does not extend to adjudicating or influencing government or international cases.
  
  If your concern relates to a Microsoft product or service, we are ready to assist within the scope of our policies.

  However, for the issues outlined in your submission, we recommend continuing engagement with the appropriate agencies listed in your documentation, as they are best positioned to address these matters.

  Please let us know if there is a specific Microsoft-related issue we can help resolve without interfering in these active legal processes.
  
  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 11/19/2025

   
  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,
  
  ******* Lack

• Initial Complaint

  Date:11/15/2025

  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.

  I have attempted to reach out to Microsoft (Xbox issue) and I cant get a person to talk to. I have attempted to use their self-help option and that did not get resolved because despite their webpage saying my type of request gets handled on a case-by-case basis, my request denied instantly by their system. This is I portant because my request outlines specifically why I am making a legitimate request but they wont even take the time to just read about my concerns. I then went to customer support page to simply try to get a real person to review my request (a fair ask for a long time customer who has spent a lot of money with them such as myself) and they have made it impossible to get a real person to talk to. Ive even tweeted them at this point because Ive run out of options. I cant even find a phone number to call on their site. At this juncture Microsoft is indistinguishable from a genuine scam website and I hate to say that but if you make a side-by-list of what a scam looks like and what they are doing thats exactly what they are. Its outrageous that such a massive and reputable company can get away with treating paying customers this way.

  Business Response

  Date: 11/19/2025

  Dear Zechariah,

  Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your Xbox Live account. We truly appreciate your time and understand how important this matter is to you.

  After reviewing your case, we noted that your request involves technical issues and a refund for a game purchased on October 6th. Your support ticket was initiated on November 15th, which falls outside the 30-day refund window outlined in Microsofts refund policy.

  While we are unable to process a refund due to this policy, we absolutely want to assist you with the technical issues youre experiencing. Here are two ways you can get direct support:
  

  1-Chat Support & Callback Request
  Visit ************************************************ and select the option to start a chat or request a phone call for personalized assistance.
  

  2-Xbox Support Team
  You can also contact our Xbox Support team using the following link:
  **********************************************************************************************************************************************
  

  We understand how frustrating this situation can be and appreciate your loyalty as a long-time customer. Our goal is to ensure you receive the help you need as quickly as possible.
  

  Sincerely,
  Microsoft Corporation
  

  Customer Answer

  Date: 11/19/2025

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:

  they are citing the fact that I paid for an item on October 6 And did not request a refund until November 15 but what they are not acknowledging is that I did not receive the item until November 14. So I only had the item for one day, nullifying their reasoning with a 30 day return policy. They also say they acknowledge my initial request with them (finally now that I have escalated through the BBB) but they should clearly see that I have, as stated in my initial request with them, already tried all of the troubleshooting that they recommend. I have done everything that they can expect a consumer to do to troubleshoot this problem before I even requested a refund in the first place. That did not provide the solutions I needed, which is the whole reason I reached out to them for a refund because I tried those steps with no real help or resolution. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 11/20/2025

  Dear Zechariah,

  Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your Xbox Live account.

  We have processed your refund request for the game. The payment will be reflected in your bank account within 7 to 30 business days. Please note that this action was taken as an exception in recognition of your loyalty as a valued customer.
  

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

  Customer Answer

  Date: 11/20/2025

   
  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:11/15/2025

  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 Xbox account was suspended for a reason that xbox states community guidelines. My grandson who was gaming states he has not used Xbox several months prior. When I contacted Xbox they did not try to provide me with an explanation of what the suspension was about. I feel this was unwarranted and it became a concern if my account is being banned at least I should know why and how it can be investigated further. How does on know how to investigate if not knowing where to begin. If there was something that was against the community guidelines I should be able to know.

  Business Response

  Date: 11/19/2025

  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?*************************************************** 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: 11/19/2025

   
  Complaint: 24152695
  
  I am rejecting this response because: there is no proof that I can see of the violation to warrant the permanent suspension. How do you know that it was the gamertag associated with my Xbox Microsoft account. As you say you dont have to give a reason. But I the owner of the account should be made aware. The gamer states was not on live for this infraction violation to happen. I am a consumer of your products at least microsoft could have a better appeal process. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:11/14/2025

  Type:Customer Service 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 tried signing into my microsoft account, i wanted to have access to one note on my phone, but it wont let me sign in. It allows me to change my password any number of times but as soon as I change it it wont accept the new password. after the third attempt they locked my account. I tried to fill out the recovery page on their website but that was also unhelpful. I just want to be able to get into my crappy one note to write a book. Its not that outlandish to ask for helpful customer service.

  Business Response

  Date: 11/18/2025

  Dear ****** *******,    
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding account recovery. We are unable to verify the information provided in your claim. Please provide the Microsoft Account email address associated with the account lock.  
  

  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: 11/18/2025

   
  Complaint: 24149713
  
  I am rejecting this response because:

  i tried to recover my account, and couldnt go through the Microsoft customer service because you HAVE TO LOG IN. If i couldnt log in, how would i gain access to the help staff? I provided all information requested on the recovery page and got nothing in response. I tried it again and got the error message i couldnt do it again for 24 hours. The whole system is garbage. 
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 11/20/2025

  There wasnt any sort of number given for the issue. I got emails about resetting my password that were unhelpful. I never received a follow up email in regards to the account recovery, so i cant provide what i didnt get. I checked spam folders and all other notifications about passwords went to my main mailbox. 

• Initial Complaint

  Date:11/14/2025

  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.

  I purchased a digital game from the Xbox online store on 11/12/2025 around 5pm. The game, including taxes, cost $15.94. When I played the game the following day, I realized that the game was not what was described in the description and therefore I would not be interested in playing it again. I requested a refund for the game within 24 hours of the purchase after playing it for only 45 minutes. Microsoft's own refund policy states, "refunds are typically made for requests made within 14 days of the purchase date for games which you haven't accumulated a significant amount of play time." I feel I met both of these conditions when requesting my refund. I definitely requested within 14 days (it is currently day 3 from purchase date) and I strongly feel any reasonable person would agree 45 minutes is not a significant amount of play time. Microsoft should also clarify what they mean by "significant" so this doesn't cause confusion in the future. I put in an initial request for a refund and then an appeal. Both were denied without clarifying what the issue was.

  Business Response

  Date: 11/18/2025

  Dear *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent Xbox game purchase.

  We truly appreciate you as a valued customer, and as an exception, we have processed a full refund for the game from our end.

  The amount will be credited back to your original payment method within the standard processing timeframe.

  We hope this gesture demonstrates our commitment to your satisfaction.

  Thank you for being part of the Xbox community, and we look forward to continuing to provide you with great gaming experiences.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 11/18/2025

   
  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.  However,  Microsoft should strongly consider either rewriting their refund policy to adequately reflect their handling of refund requests, or they should just follow their own current publicly stated policy which they did not follow until this response. Thank you again. 
  
  Sincerely,
  
  ***** ******