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

6,831 total complaints in the last 3 years.
3,100 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:07/22/2026
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.
Microsoft has not filled their service standards of responding to a technical issue of resetting the Global Admin user access for REMOVED. The whole OneDrive and Office365 have since been inaccessible for two months. We are simply being ignored.
Business Response
Date: 07/22/2026
Dear REMOVEDR REMOVED, Cmc,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Global Admin Access. 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 11444733.

Your case has been assigned to an advocate. They will reach out to you within the next REMOVEDhours. We will monitor the support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/24/2026

Hi BBB,

I'm satisfied with the business's resolution process for complaint ID REMOVED. I can only look forward to Microsoft carefully reviewing the document prepared by the Microsoft Data Protection team and the GoDaddy email migration team.

Thank you.

REMOVEDR REMOVED, CMC
Initial Complaint
Date:07/21/2026
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.
My Microsoft account was wrongfully locked, and the automated customer recovery options have repeatedly failed to resolve the issue. I am not seeking a financial refund. I simply request manual intervention from a Microsoft customer service agent to verify my ownership and restore access to my account, digital purchases, and data. The account name is REMOVEDand the lock email is REMOVED
Business Response
Date: 07/22/2026
Dear REMOVED,

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: REMOVED;

You can review our Microsoft Services Agreement here: REMOVED;

You can review our Code of Conduct at: REMOVED;

For additional information regarding your ban or to file a case review, please visit REMOVED. After signing in to REMOVEDwith the 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 and this case is closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/22/2026

Hi BBB,

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

Thank you.

REMOVED
Initial Complaint
Date:07/20/2026
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 account was compromised, Ihave provided the legal billing name, matching credit card details, and the exact financial transaction ID for your Minecraft purchase, but the front-line agent refuses to process the data or escalate to a supervisor.
Business Response
Date: 07/21/2026
Dear REMOVED,

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

Our investigation confirmed that an account recovery request was submitted for the account in question.

However, the information provided did not meet the requirements necessary to verify account ownership, and the recovery attempt was not approved.

Under Microsoft account security policies, purchase, billing, or transaction information alone cannot be used to grant access to an account or to override the account recovery process when account ownership cannot be successfully verified.

To help protect customer privacy and account security, REMOVEDcan only provide account access assistance when account ownership can be successfully verified.

As ownership could not be verified through the recovery process, we are unable to provide further assistance with access to the account.

Accordingly, no additional action is available.

This case is now closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/21/2026

Complaint: 25069912

I am rejecting this response because: you are limiting the recovery process based on your arbitrary request for information which i have provided as much as possible. I can further provide proof via credit card statement (proof of purchase) or any other method including submitting identification (drivers license / passport / social security card) literally anything you could need to identify me . please note this transaction was simply $29.99 I do not care for the amount of money in question. this is a video game that my son has spent many hours spending time on and I want to be able to recuperate that account. I have since purchased the game (again) on another account because REMOVEDwill not help

Sincerely,

REMOVED
Initial Complaint
Date:07/18/2026
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 am regular user of REMOVED's REMOVEDLive. I received an account suspension for making a looking for group post that says "Pirating & Chill" for a game about pirates. The game is Assassin's Creed Black Flag Resynced. It will not let me appeal the suspension. I believe this to be an error by Microsoft's AI enforcement. I want the suspension removed and the infraction removed from my Xbox account's record.
Business Response
Date: 07/20/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox REMOVEDaccount suspension.

Our review found that your account was subject to a temporary enforcement action for activity that was determined to be in violation of the Xbox Terms of Use and/or Xbox Community Standards.

The enforcement action expired on July 19, 2026, at 3:58:32 AM.

The temporary suspension has already been lifted, and your account should have full access to Xbox REMOVEDservices at this time.

Xbox enforcement actions are applied in accordance with the Microsoft Services Agreement and Xbox Community Standards.

Microsoft does not remove valid enforcement actions or alter enforcement history records when they have been applied through the established enforcement process.

Accordingly, we are unable to grant your request to remove the enforcement record associated with this action.

For additional information regarding Xbox policies, please review the following resources:

Microsoft Terms of REMOVEDStandards:
REMOVED

Xbox Enforcement:
REMOVED

Our review is complete, and we consider this case closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/20/2026

Complaint: 25062418

I am rejecting this response because:
I would like clarification as to what part of my post was in violation and how exactly it was. It is a game about pirates, I was seeking people to play with, "pirating" and hang out with, "chill". I would like further clarification as to what specifically caused the post to be flagged and specifically what area does it go against code of conduct and how?

Sincerely,

REMOVED
Initial Complaint
Date:07/17/2026
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 requested a refund from Microsoft for the undelivered product (service request REMOVED), and my request was denied the same day, 7/15/2026, citing refund policies without any apparent investigation into whether the product was actually delivered. On 7/16/2026, I called Xbox Support to escalate and received no resolution. I also attempted to resolve this through Xboxs AI chat support, which was unable to address the issue or connect me to a live agent capable of meaningful help.I have documentation supporting every part of this complaint: screenshots of my REMOVEDtransaction log showing every transaction on my account with no cash card deposit, a screenshot of the refund denial, and my Microsoft order history showing the purchase date and payment. My phone call records and chat transcript with Microsoft support from July 16, 2026 can be pulled from Microsofts own records for verification. A refund policy should not apply to a paid product that was never delivered, and I have exhausted Microsofts standard support channels.Desired resolution: Either (1) a full refund of $21.64 to my original payment method, OR (2) delivery of the GTA$1,500,000 I paid for, plus a goodwill credit of GTA$1,000,000 for the time spent escalating this issue, the same-day denial without investigation, and the inability to reach effective support through Microsofts AI chat system or customer support line.
Business Response
Date: 07/20/2026
Dear Imunni REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your GTA Online currency purchase.
After reviewing the matter, purchases of in-game currency are generally non-refundable under Microsoft's refund policies. However, as a one-time exception and based on our review of the purchase, a refund of $21.64 has been approved for this order.
Please note that refunds are typically processed within 3 to 5 business days. Depending on your financial institution's processing times, it may take up to 30 days for the refunded amount to appear in your account.
With respect to your request for additional compensation, we are unable to provide compensation in this matter. As the refund has been approved, we consider this matter resolved and no further action is available.
This case is now considered closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/20/2026

Hi BBB,

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

Thank you.

Imunni REMOVED
Initial Complaint
Date:07/15/2026
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.
On July 14, 2026, I contacted Microsoft for help redeeming a physical Microsoft Store merchandise-return card issued directly by an official Microsoft retail store in 2019. The original envelope states a value of $53.11. The card uses a legacy 30-digit card number and 16-digit PIN, while REMOVEDcurrent redemption system only accepts 25-character codes.I contacted Microsoft through both chat and telephone support and was repeatedly transferred between Xbox, Office/Windows, and Microsoft Store support. Microsoft agents stated that legacy cards are no longer supported and instructed me to contact the retailer or physical store. That is impossible because Microsoft itself issued the card, and Microsoft subsequently closed its physical retail stores.Microsoft support also stated that it no longer has a system capable of checking the cards balance. The legacy balance telephone number does not accept the cards format, and Microsofts current telephone support directed me back to chat.I still possess the original physical card and its original envelope showing $53.11. I no longer have the 2019 return receipt, but there was no indication that a receipt would need to be retained indefinitely in order to use Microsoft-issued store credit.I am requesting that Microsoft verify the card using its card number, PIN, barcode, or internal records and reissue the $53.11 as usable Microsoft account credit or a current Microsoft gift card. If Microsoft cannot reissue the credit because it retired the legacy system, I request a refund of $53.11. I can provide pictures of the gift card itself that are uncensored through a secure file but they are part of the support cases below.
Business Response
Date: 07/16/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding refund request for a physical Microsoft Store gift card. We have contacted a senior member of our Accounts and Billing Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is7105824159.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 07/24/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED. They have reached out to me and have mentioned they are having a senior member of their finance and accounting team looking at this issue. With that being said, if this issue persists afterwards, I will reopen the case.

Thank you.

REMOVED
Initial Complaint
Date:07/14/2026
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 got hacked so I tried their online help tool with no avail then I finally after a week of trying got in contact with their support and was told they saw my account was hacked but there is nothing they can do and I would have to buy everything back again with is worth at least a couple hundred dollars
Business Response
Date: 07/15/2026
Dear REMOVED,

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

As per our investigation, we can confirm that you have submitted the account recovery form; however, you did not pass any of the attempts, as account ownership could not be verified.

Due to security and privacy reasons, no further assistance can be provided.

Therefore, this case is now closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/15/2026

Complaint: 25047201

I am rejecting this response because:
Yes I agree when I did the online help tool I did not "past" which shouldn't be true I made the account either way per your guidelines the hacker shouldn't have been able to remove and replace my account information until a 30 days grace period but somehow they were able to plus I find it weird that when my other accounts from other companies were also hacked they're support had no problem helping me recover with less information than this. Didn't Microsoft get sued literally a week ago for doing this exact same thing? I find it ridiculous that a company that's this hard set up forcing an account on windows 11 has this abysmal support. (This response is meant to Microsoft not the BBB you guys have been extremely helpful)

Sincerely,

REMOVED
Initial Complaint
Date:07/13/2026
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 account was hijacked by a hacker and they changed the primary email, recovery email, authenticator app, and phone number, I went through the process of getting the account back through REMOVEDand was denied by them. This account is really important to me due to the fact I have multiple things connected to it and I have spent over 500 dollars on the account. I have the console it was originally on before It was hacked with the profile still on it and would like the account back
Business Response
Date: 07/14/2026
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: 07/14/2026

Complaint: 25045126

I am rejecting this response because:the link provided did me no help on getting my account back and I find this as a lazy way to dismiss the case

Sincerely,

REMOVEDIi
Initial Complaint
Date:07/13/2026
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.
I replaced my motherboard on my existing PC. Windows 11 subsequently displayed a hardware change activation error. I attempted to resolve this through the Windows troubleshooter, Microsoft's automated online support, and by calling Microsoft support at REMOVEDmultiple times. Rather than connecting me with a human agent who could reactivate my license, I was repeatedly routed through automated systems and eventually hung up on. My phone number appears to have been flagged, as every Microsoft support number I call now plays the same message and disconnects me. I am unable to use my operating system and cannot reach a human to resolve this. I am requesting that Microsoft contact me directly to reactivate my Windows 11 license.
Business Response
Date: 07/14/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Windows 11 activation concern following a motherboard replacement.

We understand your frustration with the activation issues you experienced and the difficulty you encountered while attempting to obtain support.

Our review indicates that the activation issue began after a significant hardware change was made to the device. Windows activation can be affected when major hardware components, such as a motherboard, are replaced. The ability to reactivate Windows depends on several factors, including the type of license associated with the device and how that license was originally obtained.

As part of our review, we were unable to locate a Windows purchase associated with the Microsoft account information provided. Because we are unable to verify the origin and licensing type of the Windows installation from the information currently available, we cannot determine eligibility for reactivation at this time.

To further investigate your request, please provide any available proof of purchase for Windows, the activation error code currently displayed on the device, and any additional details regarding how Windows was originally acquired.

Once the requested information is received, we will review the matter further and determine whether any additional options are available.

If you would like to speak with a Microsoft support representative, please request a callback through our support portal at the following link:

REMOVED

Once you submit a support request, a support representative will contact you using the contact information provided in your request.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/13/2026
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.
Case ID REMOVEDI am writing to file a formal complaint regarding Microsoft/Xboxs handling of my banned Xbox account. REMOVEDpermanently banned my account and has refused to allow any appeal or resolution, even after I provided evidence that the account was compromised by hackers. My account is very old and I have spent a good amount of money on this account which is why I would like to recover this account.I have contacted Microsoft support and have informed them that the account was under the control of hackers, which led to enforcement action and permanent ban, with the specific period of time where I was unable to access the account. They told me that any enforcement action is "no longer eligible for review" since significant time has passed. As a result, no solution, appeal process, or reinstatement was offered to me. Not only that, but I am not able to contact the enforcement team since the only way to contact them is through the appeals option. Additionally, they did not provide any sort of reason for the ban beyond the effective start date of the ban.I believe it is unfair and unreasonable for Microsoft to not even allow me to appeal any decision due to the passage of time, especially since I was not under the control of my account during that period of time. I am the victim of being hacked, yet I am the one being punished with no opportunity for review.I am requesting that Microsoft take action to submit my case to review by the enforcement teams and provide me a proper solution to recovering my account since there current system does not allow for a method for me to contact them directly.
Business Response
Date: 07/13/2026
Dear REMOVED,

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

We have reviewed the concerns raised in your complaint, including your statements regarding account compromise and account access.

Following our review, we have determined that the enforcement action was applied appropriately and the permanent ban will remain in place.

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: REMOVED;

You can review our Microsoft Services Agreement here: REMOVED;

You can review our Code of Conduct at: REMOVED;

For additional information regarding your ban or to file a case review, please visit REMOVED. After signing in to REMOVEDwith the 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 and this case is closed.

Sincerely,
Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.