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

6,832 total complaints in the last 3 years.
3,096 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:07/21/2026
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:07/17/2026
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:07/14/2026
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: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
Initial Complaint
Date:07/12/2026
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.
On 02/21/2026 my Microsoft account that I have owned for over a decade was compromised, losing me hundreds if not thousands of dollars of history of digital purchase such as Xbox games, Xbox memberships, and Microsoft games like Minecraft. I received 5 emails in immediate succession stating my password was changed, my security information was compromised, and all emails associated were removed. Immediately I took action and attempted to reach Microsoft to try to retrieve my account back. I hopped through countless hoops and was never actually able to talk to a real human being, just AI. I tried submitting the more in depth account recovery form, show casing my knowledge of the history of the account (ie past payment methods, emails, usernames, and passwords) more than 3 times. And every time was responded to with We can verify your account was compromised, unfortunately we cant do anything about it. I understand security programs, I understand wanting to keep things secure. But I have had this account for over a decade. Many many purchases are linked to this account, now leaving me with zero access to my purchased products. All Microsoft will say is that unfortunately I have to just rebuy them all. That seems incredibly predatory. At minimum, they should take all my account purchases and transfer them to a new account.
Business Response
Date: 07/13/2026
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: 07/13/2026

Complaint: 25040718

I am rejecting this response because: This is the exact same response I have been receiving before, which further proves the predatory nature of Microsoft. They are telling me my only way forward is repurchasing everything, instead of just moving my account history into a new account. It is that easy. All I ask.

Sincerely,

REMOVED
Initial Complaint
Date:07/11/2026
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.
so i made a order through microsoft that i didnt mean to make they told me i would have to wait until their support to open it was on my microsoft account balance
Business Response
Date: 07/13/2026
Dear Kota REMOVED,

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

At this time, we are unable to verify your account or locate a support request associated with the information provided in your claim.

To assist further, please provide the Microsoft account email address related to your concern.

If you have an existing service request related to this issue, please update your claim with that number and we will be happy to help.??

If you have not yet contacted support about this issue, please visit REMOVEDto receive assistance via chat support.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/10/2026
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 am filing this complaint against Microsoft Corporation regarding the wrongful denial of access to my Microsoft/Xbox account, which I have owned for approximately 20 years.I have been locked out of my account for over two years due to a two-factor authentication requirement tied to an old work email address that I no longer have access to. Despite this, I have provided Microsoft with every possible piece of identifying information to prove ownership, including:- My account email address - My account password - My REMOVEDGamertag - My Xbox console serial number(s)- The debit card used for purchases on the account - Approximate account creation date - History of purchases and subscriptions tied to the account Over the course of two years, I have submitted more than 10 Account Recovery Forms and have been denied every single time with no clear explanation as to what additional information is needed. I have also contacted Xbox Support by phone and was directed to submit yet another recovery form, which was again denied.This account represents thousands of dollars in digital game purchases, subscriptions, and years of saved data that I am now completely unable to access through no fault of my own. The security flag on my account appears to have been triggered by Microsoft's own automated systems, as I have not engaged in any unusual activity.Microsoft's account recovery process has failed me repeatedly despite my ability to provide more identifying information than most account owners could reasonably produce. I am requesting that Microsoft escalate this matter to a senior account specialist who has the authority to manually verify my identity and restore access to my account.Desired Resolution: Full restoration of access to my Microsoft/Xbox account.
Business Response
Date: 07/13/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery concern.
We are unable to verify your account or locate a service request associated with the information provided in your claim.
Please provide the Microsoft account email address associated with the account you are attempting to recover.
Additionally, please visit the following URL to submit the information required to verify ownership of your Microsoft account:
REMOVED
This is the only available method for regaining access to a Microsoft account. You may submit the form up to two times per day. We recommend providing information that has not been included in previous submissions.
If you have an existing service request related to this issue, please provide the service request number in an update to your claim, and we will be happy to review the matter further.
If you have not yet contacted Microsoft Support regarding this issue, please visit: REMOVED;to receive assistance through chat support.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/09/2026
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 have sent several account reovery forms for my Microsoft account REMOVEDI have provided info that only I could obtain, down to the console ID on my own REMOVEDyet I seem to never get an email back confirming or denying my recovery request. My phone number was changed last year and as such there is no other way for me to verify my identity to microsoft beyond the account recovery form. Microsoft support claims the account recovery is fully automated for my security yet because of that, I am unable to get any sort of meaningful assistance. I have had this account for almost eleven years, I have spent thousands of dollars on both digital games and Xbox hardware and am unable to access any of it. If I could just go through the process with Microsoft's tier 3 support an actual human, so that I can verify my information this would be a far less frustrating process.
Business Response
Date: 07/10/2026
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: 07/10/2026

Complaint: 25032428

I am rejecting this response because: I have provided info that has been a part of my account for years. Credit card information, a very specific console ID that can only be obtained by physically logging on to the Xbox that I own. I refuse to allow an account I have invested thousands of dollars and nearly eleven years of my life to simply vanish all because I forgot to update my phone number. I want to speak to a human member of Microsoft support and regain access to my account.

Sincerely,

REMOVED
Initial Complaint
Date:07/09/2026
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 REMOVEDgamertag O2R20111) was permanently closed and deleted as part of the 2023 FTC/COPPA settlement action against Microsoft/Xbox. My account was created before May 2021, and I was under 13 as of July 9, 2023, without a family organizer completing required reconsent. I never received clear notice in time to act the dedicated remediation webform referenced in Microsoft's own notification email closed in early 2025, before I became aware of the issue.This has left me with no access to my Microsoft account, including email, OneDrive, Xbox, and Microsoft Store. Lots of data from apps, games, emails, etc are now lost with my account. A game I had a lot of data on is now delisted from all digital storefronts with no way to repurchase it.I contacted Xbox Support directly (case #REMOVED) and was told after an internal review that no records or account data could be located, and that no further escalation was possible from their side. I am requesting a senior-level review of whether my account and/or purchased entitlements can be restored, given that I was a minor affected by Microsoft's own compliance failure and never had a fair opportunity to complete the required consent process.
Business Response
Date: 07/10/2026
Dear REMOVED,

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

We have carefully reviewed the information provided in your complaint and conducted an investigation using the account details supplied.

Our investigation was unable to locate any Microsoft account records associated with the email address referenced in the complaint. In addition, the gamertag provided is currently associated with a different account and could not be linked to the customer information provided or to the account described in the complaint.

As a result, we are unable to verify the existence, ownership, or history of the account referenced in the complaint. Because we cannot identify or validate the account in question, we are unable to confirm the circumstances described or conduct any further review regarding account restoration, recovery, or associated entitlements.

We understand this outcome may be disappointing; however, based on the information available and the results of our investigation, no further action can be taken in this matter. Accordingly, our review is considered complete, and the case will be closed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/18/2026

Complaint: 25032140

I understand no records could be located, and I accept that account restoration isn't possible. Given that this was a deletion under the 2023 FTC/COPPA settlement, I have one final question before closing this case: is there any process for requesting confirmation of what data was deleted and when, for my own records? If not, I understand and will consider this matter closed.

Sincerely,

REMOVED
Business Response
Date: 07/22/2026
Dear REMOVED,
Thank you for your response and for your understanding regarding the outcome of our investigation.
In regard to your final question, we are unable to provide confirmation regarding what data may have been deleted, the contents of any such data, or the timing of any deletion. As noted in our previous response, our investigation was unable to locate or verify the Microsoft account referenced in the complaint.
Additionally, based on the account information provided, we were unable to identify any records or account traces associated with the reported account. As a result, we cannot validate the existence, history, status, or disposition of the account, including whether any account deletion event occurred.
Accordingly, we are unable to provide any further information regarding the account or any associated data.
We appreciate your acknowledgment that account restoration is not possible and consider our review of this matter complete. Accordingly, this case will now be 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

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