Complaints

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

close

Find a Location

Microsoft has 88 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• Headquarters Location

  

  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Store

  9255 Towne Center Dr #400 San Diego, CA 92121

• 

  Microsoft Corporation

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

• 

  Microsoft Corporation

  PO Box 22810 Salt Lake City, UT 84122-0810

• 

  Microsoft Corporation

  175 W 2700 S Salt Lake City, 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:04/22/2026

  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 am filing a complaint regarding Microsofts forced integration of Microsoft Copilot into Windows and Microsoft 365 products.Microsoft has embedded AI features into software I already purchased or licensed through automatic updates, often enabled by default and without meaningful opt-in consent. In many cases, Copilot cannot be fully removed or permanently disabled, effectively forcing users to accept AI functionality in order to continue using the products.This raises serious concerns, including: Lack of informed and affirmative consent Unclear and insufficient disclosure of how user data is accessed, processed, or retained Inability to fully disable or remove Copilot and related background services Material changes to purchased products after the fact Deceptive presentation of AI features as optional when they are not I did not agree to have AI tools embedded into my operating system or productivity software, nor did I consent to expanded data processing beyond the original scope of the products I purchased.Requested Resolution:I am requesting that Microsoft provide a complete and permanent opt-out, allow full removal or disabling of Copilot without loss of core functionality, clearly disclose all data usage related to AI features, and restore non-AI versions or modes of affected products.I am seeking acknowledgment from Microsoft and corrective action to restore consumer choice, transparency, and product control.

  Business Response

  Date: 04/22/2026

  REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concerns about Microsoft Copilot.
  
  Copilot and related AI features are integrated into Windows and Microsoft 365 as part of Microsofts ongoing product development. At this time, Microsoft does not offer a complete or permanent removal of Copilot, nor are non-AI versions of these products available once features are integrated. While some settings may allow limited control depending on the product and configuration, full removal or rollback is not supported.
  
  Microsofts data handling practices are governed by the Microsoft Privacy Statement and applicable product documentation. your feedback has been documented and shared internally for consideration; however, product design changes cannot be made on an individual basis.
  
  As no further action can be taken, this response represents Microsofts final position on this matter and this case is closed.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/23/2026

   
  Hi BBB, 

  I have received the response and understand. While I don't agree, I do accept the response. Am I allowed to legally share this information publicly? The use of sharing is not for defamation or derogatory reasons. There were some questions on some online forms that I have the ability to answer with the information given by the company.

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

  I appreciate the facilitation of this process!

  Thank you.
  
  REMOVED

• Initial Complaint

  Date:04/21/2026

  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.

  My Microsoft account with the REMOVEDgamertag of Revnn#REMOVED, a Minecraft username of Revnn, originally binded to the Microsoft account under REMOVEDwas hacked on April 7th 2026. The account is very important to me as the account has been with me for 5-6 years, where my Minecraft account in particular is binded to, and have a lot of data, including personal files linked to the OneDrive of the account. The account had its alias changed to a different outlook account, along with the recovery email address being changed to an REMOVEDemail address, locking me out from being able to access my own microsoft account. REMOVEDhas been unhelpful in the account recovery process and the account, only suspending the account after confirming the unauthorized change. The REMOVEDautomated form has not provided any details to my contact email either after submission and the 24 hour response deadline. As such, I want to contact Tier 3 support where a human agent can support me.

  Business Response

  Date: 04/22/2026

  Dear REMOVED,

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

  Based on our investigation, we confirmed that you did not pass the account recovery process, and account ownership could not be verified. For security and privacy reasons, we are unable to provide further assistance with this matter.

  As a result, this case is closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/22/2026

   
  Complaint: 24773408
  
  I am rejecting this response because:

  I have provided an abundance of information in my original ACSR form. The issue is, that since I made a new Microsoft account on accident while trying to recover my original account, my ACSR form is bugged, and DOES NOT SEND ANY INFORMATION to my contact email REMOVEDregarding whether or not I passed my ACSR form. I have provided an abundance of information, including my device ID, digging up my REMOVEDalias, my skype contacts, purchases made under my account and more. As such I am DEMANDING that I am forwarded to Tier 3 manual support agent to complete the verification process MANUALLY. Once again, ACSR cannot complete my verification due to the accidentally created Microsoft account, AND I will share all my proof that the account is mine through a secure channel. 

  Additionally, Id like to add that I was previously told under Service Request SIR23263127 by CDOC that my account was only able to be indefinetely suspended and not returned due to "strict security measures" and asking that I buy Minecraft again. If that is the only way to move forward with the case. Such unhelpful measures are absolutely unacceptable, and I am DEMANDING a FULL REFUND of my purchase of Minecraft and or a TRANSFER of all REMOVEDto a different Microsoft account.

  
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/21/2026

  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.

  I was locked out of my microsoft account. On 4/5/21, I submitted personal details for their account recovery process and was locked out because they couldnt verify my identity. Since that time, I have made numerous requests for followup investigation including providing personably identifiable information, phone numbers, credit card numbers, REMOVEDacount details/transaction IDS and dates for REMOVEDpurchases, xbox serial numbers, gamertags and device network IDs. Still, they cannot verify my account. I have provided date of account opening, password change date, and all information was verified by their billing department as accurate. Billing department can verify my identity but account support cannot talk to them to verify.I am locked out of services and devices that are linked to my Microsoft account that I am paying microsoft for. I am not even able to cancel my subscriptions without logging into my microsoft account. Essentially, they are locking me out of an account and denying me a service I am paying for and are claiming they cannot verify my identity despite being presented with clear and unrefutable account ownership data

  Business Response

  Date: 04/22/2026

  Dear REMOVED,

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

  Our investigation confirms that you submitted the account recovery forms; however, you did not pass the account recovery process, and account ownership could not be verified. For security and privacy reasons, we are unable to provide further assistance with this matter.

  As a result, this case is closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/22/2026

   
  Complaint: 24772779
  
  I am rejecting this response because

  As a part of the initial rejection response to SIR23243285 on 4/7/26, I was told that if I replied to the email within 7 days with additional information "I will be more than happy to continue my investigation". On the same day, I responded with several pieces of corrected information that I was able to confirm with the Microsoft billing department who WAS ABLE TO VERIFY MY IDENTITY and account ownership. 

  I never received any feedback from my case as to what pieces of my account ownership were deemed insufficient or incorrect. I have provided many pieces of evidence that should serve as irrefutable evidence of my account ownership upon a manual review. 

  The automated forms and existing security processes are flawed are insufficient and cannot even capture elements of my responses (for example, the credit card expiration dropdown can only choose dates 2025 and advance and the credit card I have on file -- confirmed by billing --  expired at an earlier date. I am not even given the proper opportunity by Microsoft to provide complete information for my case. Any response I am technically capable to submit with Microsoft's flawed forms will be inaccurate by definition and lead to my rejection. 

  Again, I have 3 separate console serial numbers, gamertags and history of gamertag changes/dates, transaction details including purchase dates and confirmation numbers, dates of account creation and password changes, full address history, billing information/credit card number/address for the visacard on file, IP addresses associated with my account and ownership of the recovery email at REMOVEDI have provided all of this information to Thrace via email and have no feedback or commentary from him.

  I find it hard to believe that you cannot verify my account or identity with all of these details and have no further comment than "rejected". I have hundreds if not thousands of dollars worth of games/subscriptions/apps on my console and I am unwilling to accept a lockout given the information I have provided to this date.

  I am simply requesting an additional common sense review of my full information. If you are rejecting my case, tell me what the next steps are to reinitiate the case with a form that can accurately capture the details of my request.

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/20/2026

  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.

  My Microsoft account was breached and compromised on March 18th, 2026. Following this, I immediately started filling out Microsoft's ASCR form, passing and temporarily regaining access to my account. I filed a security info replacement request to gain full access but sent too many, rendering a 30-day cooldown. In that time, I re-added the original alias of the account and a phone number, but I was unable to remove the foreign domain the hacker locked as the primary alias (ending in .lol and .me). The hacker had also removed and replaced every other security email off of the account, and changed my name to REMOVED.Unable to proceed further with restoring full access, I reached out to Microsoft Support Agents REMOVEDand REMOVED, who aided me in getting to Xbox Recovery forms. Following my sent requests, they had confirmed that unauthorized access had occurred and they will not further help to reinstate the account due to their "strict security protocols", informing me to repurchase the licenses and products I had lost on a new account, suspending my account and revoking complete access. I waited the thirty days until the security information replacement request would finalize, but within that time the hacker cancelled the request within the 14 day cooldown, rendering my added information useless. I attempted to recover my account again through the standard ASCR forms, but was unable to complete it due to never receiving a confirmation code about my recovery email they will reach me at. Overall, I request to be escalated to Tier 3 support where a human agent can help me, not an automated form. Microsoft has been unhelpful in recovering my very important 9-year-old account that I have spent over $700 dollars on in physical and digital products. I have extensive data to be able to prove this account is mine.

  Business Response

  Date: 04/21/2026

  Dear REMOVED,

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

  Based on our review, we confirmed that you submitted the account recovery form; however, you did not pass the validation, and account ownership could not be confirmed. For security and privacy reasons, we are unable to provide further assistance with this request, and this case is closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/21/2026

   
  Complaint: 24769294
  
  I am rejecting this response because in the shown screenshot, I had originally passed twice to regain access to my account when it was first breached. Following regaining access to the account and succeeding the recovery forms, I had reset my password twice. I request all original demands. 
   
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/20/2026

  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.

  Hello, my account REMOVEDchanged to REMOVEDhas been hacked on august 22nd 2025. I contacted Microsoft support to recover my account but they ended up only suspending it after determining that unauthorized access occurred and confirming that I was the legitimate owner (see attachment "Suspension notification").Then, I contacted Microsoft support again to get my account back but they were unhelpful. They told me to fill the REMOVEDform which never worked despite my numerous attempts. After that, I contacted Xbox support and they told me that I could get my games transferred to a new account by filling the form at REMOVED. I filled that form several times and received tickets (see attachment "Xbox transfer form ticket attribution 1" (SIR REMOVED) and attachment "Xbox transform form ticket attribution 2" (SIR REMOVED)) but they gave me the same generic message saying that they could only suspend my account ! (see attachment REMOVEDResponse outcome" and attachment REMOVEDResponse outcome") I am submitting this complaint to finally get back access to my data and digital products that I paid for! (for example, the Minecraft account linked to my compromised account)I would like to get in touch with a senior agent of Microsoft account recovery team so I can prove my identity and get my account back. I thank you in advance for your consideration and I look forward to your response so we can work toward my account recovery.Regards,REMOVED

  Business Response

  Date: 04/21/2026

  Dear REMOVED,

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

  Based on our review, we confirmed that you submitted the account recovery form; however, you did not pass the validation, and account ownership could not be confirmed. As a result, we are unable to provide further assistance with this request, and this case will be closed.

  Sincerely,
  Microsoft Corporation

  
  

  Customer Answer

  Date: 04/22/2026

   
  Complaint: 24765305
  
  Hello,You never gave me the opportunity to fill any form nor do anything to validate my ownership since the beginning of my complaint.I ask you to allow me to prove my identity as rejecting me without any chance at validation is really unfair...I look forward to your response and I wish you a good day.Regards, Joshua 

• Initial Complaint

  Date:04/19/2026

  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.

  I had a recurring payment with Microsoft for Microsoft 365 for $99.99 a year. Last October, I purchased a new computer due to Windows 10 no longer being supported. We discarded the old computer and I purchased a Windows 11 computer. I had a problem trying to switch the Microsoft 365 over to my new computer and I ended up purchasing a new subscription and I paid $99.99 on 12/6/25 for one year. On 4/2/26 I was charged again for $99.99. I contacted Microsoft and did an online chat with REMOVEDon 4/7/26 and my request number he gave me was REMOVED. We discovered that the issue with the 4/2/26 charge, was that this account was set up under an old email address. The email address was REMOVEDI retired from the REMOVEDin 2021 and this email is no longer valid. REMOVEDwas very helpful and he had me check a variety of things trying to access the old account. He was unable to access it and he suggested that I contact my bank and file a dispute. I went to REMOVEDon 4/13/26 and spoke with REMOVED. She collected the information about my dispute and she contacted another REMOVEDby phone while I was there. I spoke with the person (I don't have her name) and she asked for some additional information. They did a stop payment and said it would take around 10 business days to investigate. I just received a letter from REMOVEDyesterday, 4/18/26, saying that this was not a duplicate transaction and they were unable to honor my claim. I'm writing for help in this matter. In summary, the correct charge is a recurring payment for $99.99 and was charged to me 12/6/25 and the account is under REMOVEDThe duplicate charge is also for $99.99 and was charged to my account on 4/2/26 and is under my old email REMOVEDI appreciate any help in this matter and please let me know if you need additional information. Thank you.

  Business Response

  Date: 04/21/2026

  Dear REMOVEDSites,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Microsoft 365 refund request.

  Upon review, the charge you referenced was associated with a Microsoft account under a different email address (deREMOVED@REMOVED), which differs from the email addresses listed in your escalation.

  As a one-time exception and in accordance with our refund policy, we were able to locate the subscription, cancel it, and issue a refund of $99.99. Please note that while refunds are typically processed within 35 business days, it may take up to 30 days for your financial institution to reflect the credit.

  As the issue has now been resolved, this case is considered closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/21/2026

   
  Hello BBB, 
  
  I have received the information you sent and I'm satisfied with the business's resolution to complaint ID REMOVED. 
  Thank you very much for your all your help to resolve the problem.
  
  Thank you,
  REMOVEDSites

• Initial Complaint

  Date:04/19/2026

  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.

  The money that was refunded to my microsoft account is gone. This was a refund from a BBB complaint. They indicated that the money had no expiration date, but it is gone. They indicated that they put it in my bank but when they gave it to me, they said I had to use it at Microsoft only and could not put it in my account. They also indicated that they don't have my bank information. The money is gone and after 2.5 hours of chat, they did not do anything but hang up. I want that money found

  Business Response

  Date: 04/20/2026

  Dear REMOVED,

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

  Please note that the refund you are referencing was issued as Microsoft account credit. This type of credit is issued with a one-year validity period and must be used within one year from the date it is granted. As the credit was not used within this one-year timeframe, it has expired.

  Once Microsoft account credit has expired, it cannot be reinstated or reissued. For this reason, no further assistance can be provided regarding this matter and this case is closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/20/2026

   
  Complaint: 24764649
  
  I am rejecting this response because: i was told it would expire. The support desk did not help me to make a purchase for the mouse and keyboard. I want my monies back for the faulty purchase and for lack of indicating that it would expire. I was told it would not
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:04/19/2026

  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.

  My Microsoft account was hijacked,They Replaced my login alias with REMOVEDand Replaced recovery email with their own (brREMOVED@REMOVED)which rendered standard recovery forms useless. I immediately contacted Microsoft Support and Xbox Support. I provided irrefutable proof of ownership to verify my identity, including:Transaction IDs from the confirmation emails for recent in-game microtransactions.The specific Credit Card details used for these REMOVEDPC's unique 25-digit BIOS Product Key (Hardware ID), proving the account was created and used on my personal REMOVEDinvestigated and explicitly confirmed that unauthorized access occurred. However, they refused to restore my account. They stated that because the hacker had enabled 2FA and changed the security details, their "strict security protocols" prevented them from returning the account to me. They admitted the fraud took place but told me my paid licenses are lost and advised me to "buy the game again on a new account."This is unacceptable. Microsoft has verified my ownership through financial and hardware records but is effectively seizing my paid digital property due to their own policy limitations. I request the immediate restoration of access to my account. If REMOVEDis unable to bypass the hacker's 2FA settings, I demand a FULL REFUND for the Minecraft game and all associated in-game purchases made on this account, as I am being denied the service I paid for.

  Business Response

  Date: 04/20/2026

  Dear REMOVED,

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

  Following our investigation, we confirmed that you submitted the account recovery form; however, you did not pass the validation process. As account ownership could not be confirmed, and for security and privacy reasons, no further assistance can be provided.

  This decision is final, and this case is now closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/21/2026

   
  Complaint: 24763616
  
  I am rejecting this response because: i did pass it and they told me " Based on this review, weve confirmed that unauthorized access occurred.
  During the investigation, we discovered that the security information on your account had been changed. Due to our strict security protocols and the terms outlined in the Microsoft Services Agreement, we are unable to modify or restore the security settings once theyve been updated."  i  attachet the screenshot , i can provide any information about the account , emails , card number , adress , personal information etc 
  
  Sincerely,
  
  REMOVEDEduard REMOVED

• Initial Complaint

  Date:04/17/2026

  Type:Customer Service 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.

  This complaint is being filed because I was falsely suspended by Microsoft off of their platform.I havent done anything wrong and I believe my suspension should be lifted and my account reinstated.I tried making multiple tickets with Microsoft support, but I havent gotten a single reply about any clue why I'm got banned.All my data in onedrive can't access anymore.These were usually automated responses, without someone actually looking at the ticket or taking any action.

  Business Response

  Date: 04/17/2026

  Dear REMOVED,

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

  To allow us to review this matter further and assist you appropriately, please provide the support case number(s) you previously submitted.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/17/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:04/16/2026

  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.

  My Microsoft account has been hijacked, and the hacker immediately changed my primary alias and switched it to a foreign email address (ending REMOVED).I immediately contacted Microsoft and Xbox support. I provided clear proof that the account belongs to me, such as my hardware ID and other evidence. Support reviewed and investigated the case, and they confirmed that the account had been accessed without authorization. However, they refused to restore the account to my ownership. They admitted that the account was hacked, but instead of doing anything, they simply told me to create a new account and repurchase everything. I simply lost all of my things ( Minecraft account, onedrive files...) Its worth noting that 2FA is disabled on the account. But even after filling out all the support forms, they refuse to return the account to me. I request that a Microsoft Level 3 agent review the evidence proving that the account is mine and transfer the account back to my ownership.

  Business Response

  Date: 04/16/2026

  Dear REMOVED,

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

  To proceed, please visit the Account Recovery form at the link below and submit the information required to verify that you are the rightful owner of the Microsoft account:
  REMOVED

  This form is the only supported method to regain access to a Microsoft account. You may submit the form up to two times per day. When submitting, please ensure that you provide accurate and complete information, including details that may not have been provided in previous submissions.

  Please note that each submission is reviewed by a member of Microsofts Security team. If the account recovery validation is unsuccessful, or if the form is not submitted, Microsoft will be unable to take further action on this request and the case will be closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/16/2026

   
  Complaint: 24755526
  
  I am rejecting this response because:

  As I mentioned earlier, my account was hacked. Ive also mentioned that Ive submitted several forms like this one, but Microsoft keeps rejecting them. Im requesting a Level 3 Microsoft agent to verify the evidence proving that the account is mine. I have plenty of emails to prove this, along with a lot of other evidence.
  
  Sincerely,
  
  REMOVED