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

6,902 total complaints in the last 3 years.
3,003 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:08/17/2026
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 purchased Battlefield 6 digitally through Xbox on July 17, 2026, during a sale.On August 11, 2026, I submitted a refund request. The request was denied on the basis that the purchase was outside the standard 14-day refund window.On August 12, 2026, I followed up and specifically requested that the matter be escalated to a billing supervisor for review. I was subsequently sent another denial using essentially the same generic email response, and the response had the same persons name at the bottom. There was no indication in the response that my request had actually been escalated to or reviewed by a billing supervisor.I then contacted Microsoft again and specifically asked whether my request had been escalated as I had requested. I have not received a response to that question.I understand that the purchase falls outside Microsofts standard 14-day refund period, and I am not asking the BBB to determine Microsofts refund policy. My concern is whether the escalation I specifically requested on August 12 was actually completed.I am asking Microsoft to clarify whether my case was genuinely escalated to a billing supervisor and, if it was not, to have the requested supervisory review completed. I am also asking that Microsoft provide a clear response rather than another generic refund-denial template.
Business Response
Date: 08/17/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your refund request.

Microsoft conducted a further review of the purchase and the account information associated with your complaint.

Following that review, we determined that the transaction does not qualify for a refund and no refund will be issued.

We also reviewed your concern regarding escalation. An additional review was completed, and the outcome remained unchanged.

The determination was that the purchase is not eligible for a refund and no exception was approved.

Microsoft has completed its review of this matter.

Our decision is final, and no further adjustment, credit, or refund will be provided.

As no additional resolution is available, Microsoft considers this matter closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/17/2026

Hi BBB,

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

Thank you.

REMOVED
Initial Complaint
Date:08/15/2026
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.
On [8/14/2026], an accidental purchase of V-Bucks was placed on my Xbox account due to a temporary controller/hardware malfunction. The purchase was made using my Xbox Gift Card / Account Balance.I immediately reached out to Xbox Support for a refund, as 0 V-Bucks have been spent and 100% of the in-game currency remains completely unconsumed on my account. Standard support and the appeal team issued automated denials, citing "Section 15" of the Microsoft Services Agreement, treating the unconsumed currency as non-refundable.Because the currency is entirely untouched and paid for via gift card balance, I am asking for an executive review. I request that Microsoft remove/revoke the unspent V-Bucks from my account and credit the funds back to my Microsoft Account Balance.
Business Response
Date: 08/17/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your V-Bucks refund request.
We conducted a review of the information provided in your complaint, as well as the records associated with the purchase. Our investigation found that the transaction is not eligible for a refund under the applicable Microsoft policies. In addition, the records available to our team indicate that V-Bucks from the purchase were used on the account after the transaction was completed.
Based on the information available and the outcome of our review, we are unable to approve the requested refund. The determination previously provided by Microsoft Support remains unchanged.
As we have completed our review and no further action is available regarding this matter, this response represents Microsoft's final position. Accordingly, this case is now closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/17/2026

Complaint: 25168530

I am rejecting this response because: no vbucks were used on the account and REMOVEDis lying

Sincerely,

REMOVED
Initial Complaint
Date:08/14/2026
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.
Request Tier 3 human manager review for permanent compliance lock on Microsoft Account/REMOVEDprofile (Gamertag: InversedRed). Account created August 28, 2017 in REMOVED. It holds immense personal value due to 9 years of gaming history. Disputing $30 software value, but the historical data is irreplaceable.I am a Jewish-American citizen from REMOVED. I traveled to REMOVEDfor a few months. While there, I logged in to play Minecraft and redeemed two product codes. Due to the sudden geographic jump from NY to an Israeli IP paired with immediate code redemptions, Microsofts automated system triggered a false positive flag for "Abuse of Platform" and locked the account the next day.Frontline support failed entirely. Case SIR24087485 closed automatically with zero human oversight, completely blocking my proof. I have invested a decade of money and hundreds of hours here. This false lockout holds a lifetime of achievements hostage. Microsoft refuses transparent human review. I have attached an official redemption screenshot definitively logging that this lock occurred on my account while in REMOVED, matching my travel REMOVEDclear this regional misunderstanding and prove I am the true owner traveling abroad, here is my definitive database evidence matching the profile:Locked Microsoft Account Email: REMOVEDCreation Location: REMOVEDOriginal Mojang Email: REMOVEDLegacy Purchase Transaction ID: REMOVEDWindows Device ID: REMOVED(Israeli Device)Codes Redeemed in REMOVED: 7X3D7-CJGWG-KP6RJ-P9RWD-T6C3Z 2K96H-9D4R7-CJFCM-H2JRY-WJC4Z I refuse to give up on my account due to a travel security glitch. I explicitly request that this bypass bots and escalate to Tier 3 human support to verify these credentials and reinstate my account. Thank you.
Business Response
Date: 08/14/2026
Dear REMOVEDToll,

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

Please visit REMOVEDto provide the information necessary to confirm that you are the rightful owner of your Microsoft account. This is the only available method to regain access. You may submit the form up to two times per day, and we recommend providing information that has not been previously submitted.

Please note that the form is reviewed by a human from the security team, and it must be completed successfully, even if two-step verification is enabled on the account. If the validation requirements are not met, or if the form is not submitted, we will be unable to provide further assistance due to Microsoft's security and privacy obligations. In that event, no additional action will be available regarding this matter and the case will be closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/14/2026

Complaint: 25162930

I am keeping this case open while I proceed with the remedy provided by the business. Microsoft has instructed me to submit my data via a specialized tracking link for a manual human security review. I will gladly close this complaint and mark it as successfully resolved the moment the security team completes their manual validation and restores my access to the account. Until the account is fully recovered, I request that this mediation file remain open.

Sincerely,

REMOVEDToll
Customer Answer
Date: 08/19/2026
I am writing to provide an urgent status update regarding my dispute with Microsoft. While Microsoft responded by providing a custom recovery link, their systems are currently non-functional, and I am being subjected to total radio silence without a human resolution.
I need your assistance to escalate these specific unresolved issues to their corporate legal team:
1. Complete Front
  
  line Non-Response: I originally filed a manual recovery ticket (Service Request SIR24087485). After providing extensive data, Microsoft's automated system prematurely issued a generic "Decision Upheld" notice and closed the case without an actual human reviewing my files.
2. Automated Verification Code Block: Per Microsoft's BBB response, I attempted to submit my details via their specialized tracking link (REMOVED). However, because I am a US citizen currently traveling abroad in REMOVED, Microsofts automated security firewall flags my regional IP address. Every time I enter my contact email, the page fails with a hard error: "We couldn't send the code. Please try again."
3. Unused, Definitive Proof of Ownership: I am physically blocked by a broken website form from submitting ironclad database evidence that proves my absolute ownership of this profile. I possess the original 2017 New York creation data, the legacy registration email (REMOVED), the unique original 2017 Minecraft purchase receipt string (braintree:6kvet9m4), and my specific Windows Device ID REMOVED.
Microsoft's automated filters are holding my gaming history and paid software hostage while completely blocking the submission link they told me to use. I am attaching a screenshot of the explicit verification error.
Business Response
Date: 08/20/2026
Dear REMOVED,
Thank you for your additional correspondence and for providing the screenshots.
We have reviewed the information submitted, including the screenshots showing the message, "We couldn't send the code. Please try again."
Regarding your concern that the verification code is not being received, we acknowledge the screenshots provided. However, our records confirm that you have previously submitted multiple Account Recovery Form requests and that the information provided did not satisfy the validation requirements necessary to verify account ownership.
Regarding your request to submit additional ownership information for human review, Microsoft cannot verify account ownership or REMOVEDbased solely on documentation, purchase records, device identifiers, historical account information, screenshots, or other materials submitted outside of Microsoft's established account verification requirements. Account ownership must be successfully verified through Microsoft's approved recovery and validation processes.
We acknowledge your statement that you possess account creation information, historical email information, purchase records, device information, and other materials that you believe demonstrate ownership of the account. However, possession of such information does not replace Microsoft's verification requirements and does not permit account REMOVEDto be REMOVEDed outside of the approved recovery process.
With respect to your concerns regarding Service Request SIR24087485, our review confirms that account recovery attempts were submitted and reviewed through Microsoft's account recovery process. However, the information provided did not successfully satisfy the requirements necessary to verify ownership of the account.
As account ownership has not been successfully verified through Microsoft's required recovery process, Microsoft is unable to provide further account recovery assistance, REMOVEDto the account, or accept additional ownership documentation for the purpose of bypassing the established verification requirements.
Accordingly, Microsoft's position remains unchanged. Due to Microsoft's security and privacy obligations, no further action is available, and this matter is considered closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/20/2026

Hi BBB,

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

Thank you.

REMOVEDToll
Initial Complaint
Date:08/11/2026
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 was online with Microsoft Support and they encrypted my computer therefore I could not open my computer and get into my files. It wanted an encrypted password. I had to take it to a computer repair shop and they said they couldn't take the encryption off, therefore the only way they could fix the problem was to wipe the disk clean and reinstall Windows 11. I lost all my files including my music, photos, and many programs.
Business Response
Date: 08/12/2026
Dear REMOVED. Galena,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concerns.
We reviewed the support interaction referenced in your complaint, as well as the records available to Microsoft related to this matter. Based on our review, the support interaction was intended to assist with your request regarding the startup sign-in password on your Windows device and concluded before the requested change could be completed.
The records reviewed do not indicate that Microsoft Support enabled BitLocker, enabled device encryption, modified encryption settings, reformatted the device, reinstalled Windows, or deleted data from the device. Additionally, the records do not substantiate the claim that the Microsoft support interaction resulted in the device becoming inaccessible or in the loss of data described in your complaint.
We understand your concerns regarding the loss of personal files and the subsequent repair of the device. However, based on the information available to Microsoft and the records reviewed as part of our investigation, we are unable to determine that the reported outcome was caused by the Microsoft support interaction.
As our investigation did not identify a basis for the requested reimbursement, we are unable to approve the refund requested in the complaint.
We appreciate the opportunity to review your concerns. Based on the findings of our investigation and the information available to Microsoft, no further action is available regarding this matter, and this case will now be considered closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/12/2026

Complaint: 25151710

I am rejecting this response because:

Sincerely,

REMOVEDE Galena
Initial Complaint
Date:08/11/2026
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.
8-10-2026 I participated in the Microsoft Rewards program and accumulated nearly REMOVEDpoints which I am then allowed to redeem for Amazon Gift Cards. Without cause, my points disappeared from my account yesterday. They will notrespond.I am 82 years old, partially blind with Macular Degeneration, living on a verymeager Social Securitycheck, and I depend on these gift cards to buy my AREDS2 vitamins that are essential in slowing down the progression of going blind caused by the disease.I was adheringto the rules, searching an average of 5 times in a 15-minute period, and in the blink of an eye, my account was emptied. They do not respond to customertickets whereI complain, the latest being:Support request number:7107087790.I need help quickly, as my vitamins are almost gone. I am desperate to maintain what vision I have as long as possible.
Business Response
Date: 08/11/2026
Dear REMOVEDTulip,

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

REMOVEDreviewed the information provided in your complaint and the available account records associated with the Microsoft Rewards account referenced in your submission.

Our review found that the Microsoft Rewards account remains active and continues to participate in the Microsoft Rewards program.

Account records reflect ongoing Rewards earning activity and a history of successful rewards redemptions, including multiple $10 Amazon gift card redemptions.

Based on the information available during Microsoft's review, Microsoft did not identify evidence supporting the reported loss of approximately REMOVEDMicrosoft Rewards points as described in the complaint.

The records reviewed show continued participation in the Microsoft Rewards program, ongoing point accumulation, and prior successful redemption activity associated with the account.

As REMOVEDdid not identify evidence supporting the reported loss of points, Microsoft is unable to provide the requested replacement of points.

Accordingly, this case is closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/11/2026

Complaint: 25149887

I am rejecting this response because: am enclosing my streak which shows I played the fullest extent possible each day. I am also enclosing my list of orders and my last Amazon card was July 3 and it shows that all the points I have earned since have not been redeemed. The total was just shy of REMOVEDand I would like them back now.

The 360 points that I have were earned today since my account was wiped my REMOVED. With bonuses and better days like on Mondays the daily average was much higher than 360 per day.

Sincerely,

REMOVEDTulip
Initial Complaint
Date:08/10/2026
Type:Delivery 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 phone number that was linked to my Xbox account was deactivated and I cant get a code I have filled out multiple complaints in order to change my number so I can get back into my account and I havent gotten a proper answer yet.
Business Response
Date: 08/11/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

As per investigation, Account ownership must be verified through Microsoft's established recovery and security processes before account-specific assistance can be provided.

Our review determined that account ownership could not be successfully validated through the available recovery process.

As a result, Microsoft is unable to grant access to the account, make account changes, or provide additional account-specific information.

These requirements are in place to help protect customer privacy and account security and are applied consistently to all customers.

While we recognize that this outcome may be disappointing, Microsoft is unable to override its account verification requirements.

Therefore, no further action can be taken regarding this request, and this matter is considered closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/11/2026

Complaint: 25146684

I am rejecting this response because: they cant just take something that dont belong to them Ive had that account ever since switching to Microsoft and to my Xbox. I have a lot of money and time wrapped up on that account and now I cant even get Microsoft to help me resolve the issue at hand. I no longer had the number so they stripped me from my own account

Sincerely,

REMOVED
Initial Complaint
Date:08/09/2026
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 had to reinstall a Windows update for Windows REMOVEDsupport three times now and nobody has resolved the issue. They collected the order number and have proven that I purchased the license. The 3rd REMOVEDescalated my case and I received a call back at 12:30am from a tier two REMOVED. The REMOVEDthen told me they would have to further investigate and call me back a couple days later. This is completely unacceptable as they acknowledged that I have the license. They should have been able to activate via remote desktop and if that didn't work issue me a new activation token on my account. At this point I just want my license. Please either create my activation token or refund me my money so that I may purchase another license. I have spent two days jumping through hoops trying to fix this and I am extremely disappointed. This stupid watermark is driving me insane. I included my order number which should provide you with the details you need to accomplish this.
Initial Complaint
Date:08/09/2026
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.
My microsoft account was hacked, and I was unable to recover it through the provided microsoft account recovery questionaire.
Business Response
Date: 08/10/2026
Dear REMOVED,

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

Please visit REMOVEDto provide the information necessary to confirm that you are the rightful owner of your Microsoft account. This is the only available method to regain access. You may submit the form up to two times per day, and we recommend providing information that has not been previously submitted.

Please note that the form is reviewed by a human from the security team, and it must be completed successfully, even if two-step verification is enabled on the account. If the validation requirements are not met, or if the form is not submitted, we will be unable to provide further assistance due to Microsoft's security and privacy obligations. In that event, no additional action will be available regarding this matter and the case will be closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/11/2026

Hi BBB,

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

Thank you.

REMOVED
Initial Complaint
Date:08/08/2026
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.
My Microsoft account was unexpectedly locked without warning or valid justification. I have not violated any terms of service, and I have received no clear explanation or specific reason for the restriction from Microsoft.I have attempted to resolve this issue through Microsofts standard customer support channels and automated recovery processes, but these systems have proven completely ineffective, trapping me in automated loops with no option to speak to a human representative or receive a manual REMOVEDa legitimate user, I am being locked out of my digital assets and services through no fault of my own. I am requesting that an escalated support specialist or corporate customer advocacy team manually review my account status, identify the error, and restore my access immediately.
Business Response
Date: 08/10/2026
Dear REMOVED,

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

Please visit: REMOVED;

To provide the information necessary to confirm that you are the rightful owner of your Microsoft account.

Before any action can be taken regarding the account, the Account Recovery Form must first be completed through the link provided.

The information submitted will then be reviewed by Microsoft's security team.

Until that process is completed, Microsoft is unable to provide account-specific assistance or conduct any review regarding the account.

This is the only available method to regain access and the mandatory first step before any further assistance regarding the account can be provided.

You may submit the form up to two times per day, and we recommend providing information that has not been previously submitted.

Please note that the form is reviewed by a human from the security team and must be completed successfully, even if two-step verification is enabled on the account.

While your complaint requests an escalated specialist review and restoration of access, Microsoft cannot proceed with any account-related review until the required ownership verification process has been completed through the Account Recovery Form.

If the validation requirements are not met, or if the form is not completed successfully, Microsoft will be unable to provide further assistance due to its security and privacy obligations.

In that event, no additional action will be available regarding this matter, and the case will be closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/10/2026

Complaint: 25140343

I am rejecting this response because:
I have already utilized your automated account recovery system multiple times, following every prompt and providing all available details, only to be met with dead ends and repeated lockouts. Expecting a customer to continuously run through a broken, circular validation process that has already failed is not a solution. Because the automated system is inadequate, this requires manual intervention from an escalation specialist to review the account and REMOVEDaccess."

Sincerely,

REMOVED
Initial Complaint
Date:08/07/2026
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 have been trying to cancel a Microsoft 365 subscription for months. Ive tried every possible path to cancel but Microsoft will not let me. They continue to bill me monthly and I just want the subscription to be cancelled. Ive reached out to their online support multiple times and they told me they cant resolve the issue. Ive followed up with their recommended paths and they are all dead ends. I just need to be put into contact with a human who can help cancel the automatic invoices.
Business Response
Date: 08/07/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft365 Subscription Concern.

We have contacted a senior member of our Support Team to investigate this matter and work with you directly toward a resolution.

Your new case number is 11447574.

Your case has been assigned to an advocate.

They will reach out to you within the next REMOVEDbusiness hours.

We will monitor the support case through resolution.

Sincerely,
Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.