Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

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

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  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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:09/16/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  xbox charges me for game pass but on 3 systems i am unable to log intoHi, Im a disabled veteran and Im experiencing a persistent issue with Xbox sign-in across two consolesan Xbox Series S and an Xbox One. My Microsoft account works fine on PC and mobile, but both consoles fail to authenticate. Ive completed all recommended troubleshooting steps: cache clears, power cycles, factory resets, logout cascades, and network verification. Ive also tested alternate accounts with no success.I believe this is a backend token corruption or sync failure, and Im asking for help escalating the issue. Ive already tried the Virtual Agent and Sign-In Helper, but they didnt resolve it. Im hoping someone can manually refresh or reset the authentication token for my account so I can regain access. i have tried to contact xbox service but their is none for signin problems no coustomer support and its completly on their end Ive been billed for Xbox services, but Im locked out across two consoles. My account works on PC and mobile, but not on Xbox. Ive completed all troubleshooting. I need access or a refund.Use the Xbox Virtual Agent and select:Refunds for transactional purchasesOr type: Im being billed but cant access Xbox servicesThis may trigger a support escalation that bypasses the usual do it yourself wall.2. Check Your Subscription Details Visit your Microsoft account subscriptions page to confirm:What youre being billed for (Game Pass, Gold, etc.)The renewal date and payment method Any linked devices or usage history If you want, I can help you draft a refund request or escalation message thats respectful, audit-friendly, and rooted in your stewardship. Youve paid for access. Lets make sure they honor it.Xbox Game Pass Ultimate Next charge on 10/1/2025, $19.99 plus applicable taxes Recurring billing on $19.99 Every month plus applicable taxes Payment method **** **5539 Change

  Customer Answer

  Date: 09/19/2025

  well i would like to retract my complaint because i was able to finaly get into my xbox game pass account

• Initial Complaint

  Date:09/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had and used the same Xbox account since 2009/2010. On 9/2/2025 while out shopping my account was permanently banned without any reason given. Shortly after getting the ban I received a taunting message from my Xbox app. I am not sure if this person was a Xbox moderator or a hacker of some sort that was able to ban my account permanently. I did file an appeal which was denied within an hour. If I did something wrong, I will gladly accept the ban. I do believe this to be a false ban, once my appeal is denied I cant even contact them to dispute it. Xbox GameTag: Blow Dutches I will also attach photos of the ban and the taunting message I got after getting banned

  Business Response

  Date: 09/16/2025

  Dear ****** ****.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the enforcement action taken on your Xbox account (Gamertag: Blow Dutches). We understand how upsetting this situation is and appreciate the opportunity to address your concerns.
  
  After a thorough review, the Xbox Enforcement Team determined that the account violated the ******************** Services Agreement and Xbox Community Standards. While we understand your belief that this may have been a false flag, enforcement actions are only applied after verified evidence of a breach.
  
  You have already submitted a Case Review appeal, which was denied. Please note that once an appeal is reviewed and denied, the decision is final and cannot be reversed.
  
  If you suspect that your account may have been compromised, we recommend taking the following steps:
  
  Change your account password immediately.
  Enable multi-factor authentication for added security.
  Visit *********************************************************** to initiate an account recovery review.
  
  We regret that we are unable to provide further details about the enforcement action, as doing so could compromise the integrity of our detection systems. We assure you that all enforcement decisions are made with fairness and consistency.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:09/09/2025

  Type:Delivery 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.

  Placed an order on XBOX design labs on August 29th order number (XDL-001058476), which has been stuck in processing ever since. My complaint is that there is no way to contact customer support to inquire status, which is unacceptable in 2025!

  Business Response

  Date: 09/16/2025

  Dear ***** ********.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Design Lab order placed on August 29th. We understand how frustrating it is to see your order stuck in processing, and we sincerely apologize for the inconvenience.
  
  Xbox Design Lab has been undergoing a platform update since early 2025, which has caused delays and limited support availability. While we regret the lack of direct contact options, you can check your order status by logging into your account at:
  
  **************************************************************************************
  
  If your order still shows as pending and you have not received a confirmation email, we recommend requesting a cancellation and placing a new order once the service is fully restored. Unfortunately, changes to shipping details or expedited processing are not possible at this time.
  
  We appreciate your patience and understanding as Xbox works to resolve these issues. If you need further assistance, please provide the email account used to purchase the order. 
  
  Warm regards,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, my account was recently banned indefinitely for manipulation of Xbox services, and I was told in the appeal that it involved unauthorized software or modifying game data.I want to make it very clear that Ive never used any kind of modding tool, save editor, or external software. Ive never manipulated achievements, followers, or network traffic.I believe this ban may be in error or caused by a false flag. I already tried a Case Review and was denied, but Im hoping someone from Microsoft or the enforcement team can take a second look or explain what exactly triggered this.

  Business Response

  Date: 09/16/2025

  Dear ****** *******.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the enforcement action taken on your Xbox account ****************************** We understand how concerning and frustrating this situation must be, and we appreciate the opportunity to address your concerns.
  
  After a thorough investigation, the Xbox Enforcement Team determined that the account was in violation of the Microsoft Services Agreement, specifically related to manipulation of Xbox services. This includes but is not limited to the use of unauthorized software or modification of game data.
  
  We acknowledge your statement that you have never used modding tools, save editors, or external software, and that you believe this may be a false flag. Please know that enforcement actions are only applied after careful review of activity patterns and evidence. While we understand your request for further clarification, enforcement decisions are final and irrevocable once a Case Review has been completed and denied.
  
  We regret that we are unable to provide additional details about what specifically triggered the enforcement, as doing so could compromise the integrity of our detection systems. We assure you that all enforcement actions are taken seriously and are based on verified violations.
  
  We appreciate your understanding and encourage you to continue enjoying Xbox through a new account that complies with our community standards.
  
  Sincerely,
  
  Microsoft Corporation
  

  Customer Answer

  Date: 09/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:09/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been completely locked out of my account, Abuse locked / compliance locked. I did nothing and this happened. This would NEVER happen on Gmail, absolutely ridiculous from Microsoft. What's the point? I really need my account back. This is absolutely insane/ridiculous.

  Business Response

  Date: 09/16/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23852858
  
  I am rejecting this response because: I already have full access to my account. A bad actor intentionally locked my account so now I can't sign in. I need the lock removed, it **** I violated the *** for Abuse but I did not. Somebody claimed my account was hacked. I need this fixed.
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:09/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the last two weeks, I try to purchase two contents in the Microsoft Store, using my Game Pass. Im a Brazilian, my Microsoft account is in ******, my payment method is in Brazilian Real, and my XBox account is in ****** too. Every month the company charge me my Game Pass signature, but now that Im travelling they just blocked my account. Im in ***** right now, they dont have the option to change my Xbox to this country, and the costumer services said that I need change to my location to proceed with my purchase, but they dont have any trouble in charges me every month, even if Im not in ******... If they can charge me, they should allow me buy the things that I want, in any country, using the same payment method.

  Business Response

  Date: 09/15/2025

  Dear ***** ********.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent experience with the Microsoft Store while traveling abroad.
  
  We understand your frustration and appreciate your loyalty to Xbox and Microsoft services. Youve indicated that your account, payment method, and Game Pass subscription are all registered in ******, and that you are currently in ***** attempting to make purchases using the same Brazilian payment method.
  
  Microsofts digital storefronts and Xbox services are region-sensitive. While your Game Pass subscription continues to be charged in Brazilian Real (BRL), purchases made from a different country may be restricted due to regional licensing, tax regulations, and digital rights management policies. These restrictions are in place to comply with local laws and ensure secure transactions.
  
  Unfortunately, the Xbox system may block purchases if the detected location does not match the accounts registered region. This is why you were prompted to change your Xbox region to proceed with the transaction. At this time, the ability to change your Xbox region may be limited depending on your account status and recent activity.
  
  We understand this may seem inconsistentbeing charged monthly while unable to make purchasesbut the billing system and the storefront operate independently. Subscription billing continues unless manually paused or canceled, regardless of your physical location.
  
  To help resolve this:
  
  You may attempt to change your Microsoft account region via ****************************************** under Your Info > Edit Country/Region.
  
  Alternatively, consider using a local payment method while in ***** or contacting Xbox Support directly at ****************************************** for a manual review of your account.
  
  We sincerely regret any inconvenience this has caused and are here to support you within the scope of Microsofts policies.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23851170
  
  I am rejecting this response because: My account is now blocked to play online, the Microsoft says Family Filter but I did nothing wrong. I cant play online with my friends, and I would like do ask why. 
  

  The laws in ****** allow me to choose a person who represents me while Im out of the country, and this person try to buy things in Microsoft, from ******, in my name, but your system blocked this attempt too. So, I ask you to remove all blocks in my account because its not fair and really annoying. If the issues persists, you gonna lose a client. 

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

• Initial Complaint

  Date:09/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i went to log in to my Microsoft account than said my email never existed days later i found out my email was changed by a "hacker" i went to talk to Microsoft support to deal with this problem i gave them all the proof that is was my account because i bought the game Minecraft for 30 dollars and now i cant use it because when i finished the conversation with support they said they would help me with my account 2 days later i got an email from they saying that my account was permanently suspended and that they couldn't do anything to help me so basically i spent ************************************************************************************************** anymore the email of the hacked account is ********************* and my current email is *********************

  Business Response

  Date: 09/12/2025

  Dear ****** Worth,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:09/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been the owner of the Microsoft account with the email ************************************** for several years. During that time, I have made significant use of the account in Minecraft and related services. Over the years, I have purchased and invested in cosmetics and have also earned revenue from selling Minecraft-related content (IN-GAME), totaling approximately $10,000 ANUALLY.Recently, my account was locked without any clear explanation or evidence of wrongdoing. I was informed it was for a Terms of Service violation, but no specific violation was ever explained to me. I have appealed through the official support channels, but Microsoft has refused to reinstate my account or provide sufficient reasoning.This lockout has caused me substantial harm, as I have lost access not only to the digital goods and purchases tied to my account, but also to the ongoing income I rely on from *******************. I have been a loyal, long-term customer, and I believe my account has been unfairly and wrongfully disabled.I am requesting that Microsoft review this matter seriously and unlock my account, or at minimum, provide a clear explanation and path for resolution.

  Business Response

  Date: 09/11/2025

  Dear Xihung ***, 

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

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

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:09/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of ban 2025/08/06.15:21 Microsoft put an unjust ban on my Xbox live account. Received an email informing me. My xbox live account has been band bue to suspicious behavior with my xbox account email. Went to the enforcement website found no more details to the reason for the ban... Used my appeal to try and find out what happed and to get more details and they denied my appeal... Tried using the feedback option to plead my case and asked them to look again because i did nothing wrong.Spent so much money on my Xbox i dont want to do something to risk my account. Why would i do that

  Business Response

  Date: 09/11/2025

  Dear *** ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 09/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

   

  Just thank you so much for looking into this issue and Im truely sorry to take up your time with this

   

  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microsoft blocked my access to redeem gift cards from Rewards points earned through searching activity. Filed a complaint to **************** only to find out They claim my search was not authentic enough and as a result I cannot use the rewards points as my account was temporarily "restricted "by Microsoft. I was advised to follow certain best method of searching in order to unlock my account ( and my points)This is a terrible business practice/morale as there was no clear guidance on how a search should be performed . In addition the customers get punished through lost of access to the rewards granted by Microsoft's own system.

  Business Response

  Date: 09/15/2025

  Dear ** **** ***,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account.
  
  We want to inform you that the Microsoft Rewards support team has determined that the restriction on your account might be related to unusual activity detected on your account. Please note that this activity is reported automatically by the system whenever it recognizes some unwanted activity on the account.
  
  If the system detects that the account activities are not being conducted in good faith or appear to be automated, it may flag your account for unusual activity, which might affect your ability to redeem rewards. Please be assured that these account restrictions are temporary and can be lifted if the system observes consistent, good behavior over time.
  
  Since this is not a manually enforced action but an automatic system response, we are unable to take further actions to remove any restrictions on the account at this time. However, we strongly recommend following the provided guide to improve your account standing and have these restrictions lifted: *****************************************************************************************************************************
  
  With this information provided, we will go ahead and close this case simply as a matter of housekeeping. Thank you for your understanding and patience while we tried to resolve this issue, and thank you for being a member of the Microsoft Community!
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23849764
  
  I am rejecting this response because:
  the company did not provide resolution to redeem the rewards points. The company uses automation system to flag abnormal user search but failed to 1. provide clear definition what a good searching activity/behavior should be , and 2. Provide correction when system made false decision 
  
  Sincerely,
  
  Li **** ***