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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• Headquarters Location

  

  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Corporation

  1201 Lake Woodlands Dr., Suite 124 Spring, TX 77380

• 

  Microsoft Store

  3333 Bristol Street Costa Mesa, CA 92626

• 

  Microsoft

  10344 Destiny USA Dr Spc B-207 Syracuse, NY 13204-9016

• 

  Microsoft Store

  1961 Chain Bridge Rd Tysons Corner, VA 22182

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:09/24/2026

  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.

  I saw what appeared to be a deal on buying a game with ultimate edition content. Bought it cause everything on the xbox game store made it look like it included the game. Well it does not include the game and is just some additional content for the game, but you can only use it if you own the game. Which I do not. So as soon as I bought this content and realized it did not include the game itself, which is what I was trying to buy in their confusing store, I submitted a request for a refund immediately. Then I wait three days to get a response from them and get denied. Feels like their entire store is set up to trick people into buying things they don't need. I am 46 years old and know how to buy games I thought, but Microsoft has now found new ways to trick people in to buying cREMOVEDthey didn't want. If you look at the attachment I included showing them denying my refund request it shows the title the same way as the site listed it when I went to buy it- Red Dead Redemption 2 Story Mode and Ultimate Edition Content. Which I was led to believe meant that I would be getting the game, story mode only, and then ultimate edition content. Well it turns out the game is not included, and this is some kind of additional content for people that already own the game. That was NOT made clear when I purchased the game.

  Business Response

  Date: 09/24/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding Xbox content concern.
  
  We reviewed the information you provided, including your explanation that you intended to purchase the game itself and requested a refund shortly after realizing the item purchased did not meet your expectations.
  
  While digital content purchases are generally subject to Microsoft's refund policies and your original refund request was not approved, we have made a one-time exception and processed a refund for this purchase as a goodwill gesture.
  
  Please note that refunds are issued to the original payment method used for the transaction. 
  
  Processing times vary by financial institution, and it may take several business days for the credit to appear on your account.
  
  If the refund does not appear after your financial institution's standard processing period, please contact your bank or card issuer directly for additional assistance.
  
  This refund is being provided as a one-time exception and does not constitute a change to Microsofts refund policies.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/25/2026

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

• Initial Complaint

  Date:09/24/2026

  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.

  hello, few weeks ago my Microsoft account was hacked. i was able to contact support through live chat and at least get the account suspended but i am not being able to recover it even after multiple attempts i provide all information required as accurate as possible but still i receive automated response how the information provided is either incorrect or does not match.i want to recover my account because i have important documents and pictures stored in one drive along with games purchased on xbox account.

  Business Response

  Date: 09/28/2026

  Dear REMOVED,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the reported takeover of your Microsoft account.

  Based on the information provided in your complaint, we are currently unable to verify the affected Microsoft account or locate a service request associated with this matter.

  To allow us to review your concerns further, please provide the Microsoft account email address associated with the account you are attempting to recover.

  If you previously contacted Microsoft Support regarding this issue, please also provide the service request or case number associated with your support interaction. Once this information is provided, we can review the available records and determine what assistance may be available.

  If you have not yet contacted Microsoft Support regarding this issue, please visit REMOVEDto access the available support options, including chat support where available.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/29/2026

   
  Hi BBB, 
  ok so the microsoft account i am try to recover is linked to email REMOVED
  
  i have tried to recover it throught the forms available but it failed despite providing as much as accurate information as possible 
  here are the numbers of recovery forms i filled but got denied recovery
  SIR24546674
  SIR24545980
  SIR24552246
  SIR24666123
  SIR24576268
  SIR24552408
  
  The gmail account linked to that account is secured with me but apparently the hacker has changed the recovery email of the microsoft account and also removed my phone number that attached to it.

• Initial Complaint

  Date:09/23/2026

  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 REVIEW REQUEST FOR SENIOR SAFETY TEAM CASE REFERENCE: REMOVEDDATE OF SUPPORT DENIAL: September 23, 2026 ORIGINAL ALIAS: REMOVEDLOGICAL FAILURE OF PROTOCOL:I request an executive, human-led review because frontline workflows are trapped in a loop that rewards a malicious actor while locking out the original creator. This security incident and subsequent support denial occurred this month (September 2026).My account was compromised by an unauthorized party who altered the primary alias and enabled 2FA. When I attempted automated recovery (ACSR), it dropped due to the hacker's 2FA. When an escalation agent reviewed it this week, they blindly followed a checklist that triggers an automatic rejection because the current details don't match my original data. This protocol lacks basic common sense and security ethics. If a hacker alters metadata, a system cannot rely on current data to judge ownership; it must evaluate the historical origin of the assets. THE IRREFUTABLE EVIDENCE:I possess the highest tier of verification evidence: the original digital gift/redemption code used to activate the Minecraft license on day one of the account's creation history. A hacker can steal a password or manipulate a form, but they cannot travel back in time to falsify the original transaction that birthed this account profile. REQUESTED ACTION:I ask that a senior specialist bypass standard scripts and manually perform a 2-step database audit: Look at backend creation logs and view the original retail gift code used to claim the REMOVEDlicense. Match that historical code against the physical proof I hold. A tech provider should not permanently hand a stolen license to a hacker simply because bots are confused by altered settings. My matching network IP history proves absolute ownership. DESIRED RESOLUTION: Manual intervention to strip unauthorized 2FA, purge the hacker's alias, lift the suspension, and restore the login to my original Gmail. Look at attached

  Business Response

  Date: 09/24/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  Our investigation confirmed that your account recovery attempt was reviewed in accordance with Microsoft's established account ownership verification and security procedures.
  
  The account recovery process is designed to protect customer accounts and personal information and requires successful verification of account ownership before any account-related changes can be made.
  
  While you disagree with the outcome, Microsoft cannot grant account access, remove security information, modify aliases, disable authentication methods, or provide account ownership determinations based solely on the information described in your complaint. 
  
  Possession of historical account information, product ownership claims, redemption codes, IP information, or similar materials does not override Microsoft's required account ownership verification standards.
  
  Our records show that you submitted account recovery request; however, account ownership could not be verified through the available recovery methods. 
  
  As a result, no further account actions can be performed.
  
  For security, privacy, and customer protection reasons, REMOVEDmust apply the same verification requirements consistently and cannot bypass established account recovery protocols. 
  
  The matter has been reviewed, and our determination remains unchanged.
  
  Accordingly, we are unable to grant the requested resolution, and no further assistance can be provided regarding this request.
  
  This case is now closed.
  
  Sincerely,
  Microsoft Corporation
  

  Customer Answer

  Date: 09/24/2026

   
  Complaint: 25311724
  
  I am rejecting this response because:
  I AM FORMALLY REJECTING MICROSOFTS TEMPLATE DEFLECTION.
  Microsoft has issued a pre-written form letter that completely fails to address the systemic security failure outlined in my complaint.
  Microsoft states that possession of a digital redemption code does not override their standard automated verification. This policy is completely devoid of logic and ethics. My account was stolen by a cybercriminal who activated Two-Factor Authentication (2FA). Relying strictly on an automated form that automatically drops requests when a hacker turns on 2FA means Microsoft's "standards" actively protect thieves over legitimate owners.
  I hold the ultimate root anchor of ownership: the exact 25-character digital redemption code used to fund this profile on day one. A hacker can alter metadata, but a hacker cannot falsify the physical creation transaction logs linked to my identity.
  Because Microsofts database architecture prevents a Minecraft license or REMOVEDGamertag from being migrated to a new account, returning this original profile is the only operational remedy.
  I refuse to accept a generic script that allows a hacker to keep my stolen property. I demand that a senior executive supervisor manually reopen Case Reference: REMOVED, perform a manual override, and cross-reference my physical redemption code against the backend database creation logs to restore my account. I AM LOGGED IN ON THE REMOVEDGMAIL FOR THAT MICROSOFT ACCOUNT I WILL PROVE IT IF NECESSARY. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/22/2026

  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.

  My kids play Diablo 4 on the Xbox; each logged into their own account, utilizing split screen. To play with them, I play it on my PC. Since you need to purchase the game on EVERY platform you play it, when expansion packs come out, I have to purchase them 3 seperate times just so all three of us can play within the same household. By accident, and as a result of having to log into XBOX then seperately log into Blizzard (under a possibly different account than REMOVED, I purchased the most recent expansion on my account, when it was meant to be purchased on my sons account (I was going to purchase the expansion on PC, but the purchase on my XBOX Blizzard account doesn't port over to my PC Blizzard account despite being the EXACT same account). The purchase was ONE day ago, and the expansion has a combined total of <5 minutes play time (as we were trying to see where the expansion went when we didn't realize we purchased it to the wrong account). REMOVEDdenied my refund without giving a reason, and said that I could appeal the decision by responding to an email they never sent.

  Business Response

  Date: 09/28/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Diablo IV purchase.
  
  After reviewing your request, we have approved a full refund of $71.78 as a one-time exception for order REMOVED. Please note that this accommodation is being provided on an exception basis and should not be considered applicable to future purchases or refund requests.
  
  The refund should be processed from Microsofts side within 35 business days. Depending on your financial institution, it may take up to 30 days for the credit to appear on your account.
  
  As the requested refund has been approved and the reported issue has been resolved, Microsoft considers this matter resolved and the BBB case will be closed.
  
  Thank you for your understanding.
  
  Sincerely,
  Microsoft Corporation
  

  Customer Answer

  Date: 09/28/2026

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

• Initial Complaint

  Date:09/21/2026

  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 had gotten a PC during covid so I stopped using my Xbox, and about 2 years ago I bought an Xbox Series X to get back into console gaming, only to find out that my account was permanently suspended for "an inappropriate username."I submitted an appeal directly through the enforcement website and it got denied almost instantly. (I'm assuming the automated AI stuff did that right away.) I have talked to an Xbox REMOVEDthrough REMOVED(X) and was told that this is probably the best shot I have at getting anything back. That is also how I found out the reason my account was suspended.The username was just from a stupid little group I had with my friends when I was younger. (RFGM Links | Roblox, Fortnite, GTA, Minecraft.) There wasn't really anything inappropriate behind it, it was literally just the games we REMOVEDaccount had not had a single strike at all, so I'm confused on why it would have been permanently suspended instead of just making me change the username or giving me a warning. I've had that account since I was a child so I'm trying everything I can to get it back.Microsoft can even force a username change on the account if needed, or I can change it myself if I get the account back. That's what I wanted to do anyways.The account name is: (RFGM Links)Please feel free to ask me any questions and I will get back to you right away.Thank you for your time!

  Business Response

  Date: 09/22/2026

  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: 09/22/2026

   
  Complaint: 25302223
  
  I am rejecting this response because:

  Im not in understanding of how my gamertag was in violation, it simply is 

  (RFGM Links) - (Roblox Fortnite Gta Minecraft) (Links - my online name) 

  It was a group my friends and I made when I was way younger, And I also don't happen to see any profanity about the username. So i'm just confused. 

  I had that username for a good 2-3 years and never had an issue, I only found out i was banned after buying a new xbox and connecting my account to it after 3+ years of inactivity on the account. And nor did I get any emails from xbox regarding anything. I didn't even get any emails about my account being banned

   

  I hope you can see the confusion and frustration from my side. I mean this is my childhood account that was taken from me for a username that can easily be force changed. Not permanently suspended

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/21/2026

  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.

  My Microsoft Ads account was changed from pause to enabled without my knowledge or permission, a $306.40 pending withdrawal is now on my credit card as of September 20, 2026.Words cannot describe how violated, angry, and upset I feel. I began advertising with Microsoft Ads in April 2026 and paused my account on August 27, 2026. I had numerous meetings, screen-sharing sessions, and emails with Microsoft advertising specialists, including REMOVEDCzarina, REMOVED, and REMOVED, because I was paying for advertising but receiving no phone calls.I operate a small in-home daycare, my campaign had a limited 1015 mile radius and a small budget. On August 26, I had another screen-sharing meeting with REMOVED. He told me the problem was that the call button on my website was not working. I was surprised because none of the previous specialists had said this as the reason I was not receiving calls.During this meeting, REMOVEDwas quiet and repeatedly stopped communicating. I had to say "hello" more than once. He told me he was working on my ad on his end. I told him I needed to see what he was doing because we were screen sharing and I expected him to guide me, not manage my account behind the scenes. He was rude. I eventually ended the call. REMOVEDemailed a summary stating that the call button conversion was not being detected.The next day, August 27, I paused my account because there was no reason to continue paying for an ad when the call button conversion was not working.On September 20, I discovered a $306.40 pending charge on my credit card. I immediately checked my Microsoft Ads account and found that my campaign had been unpaused and enabled and the budget threshold had been changed to $100$500. I did not make or authorize these changes. I immediately paused the account again.I WANT MY $306.40 RETURNED TO MY CREDIT CARD. I will also be notifying the REMOVEDregarding this matter.Invoices, account change history, and Chesters email are attached.

  Business Response

  Date: 09/22/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Advertising account.
  
  Our investigation determined that the campaign was not manually re-enabled by a Microsoft Advertising representative. 
  
  We have reviewed the account's change history and confirmed that the campaign entered a "Budget Paused" status after reaching its applicable budget limit. 
  
  Under Microsoft Advertising platform functionality, a Budget Paused status indicates that ads are temporarily not serving because the budget limit has been reached. 
  
  When the applicable budget conditions are met, campaign delivery automatically resumes through a system-generated process.
  
  Account records show that the status change from Budget Paused to Enabled on August 28, 2026, occurred through this automated platform functionality and was not the result of a manual action by a Microsoft personnel.
  
  We also reviewed the billing threshold change from $100 to $500. 
  
  Microsoft Advertising billing thresholds automatically adjust based on successful payment history. 
  
  Account records show that multiple successful payments were processed on the account prior to the threshold increase. 
  
  As a result, the billing threshold was automatically increased to the next available level through Microsoft's billing system. 
  
  This change was system-generated and was not manually made by Microsoft personnel.
  
  Based on our review, we found no evidence that a Microsoft Advertising representative manually reactivated the campaign or manually modified the billing threshold. 
  
  The campaign status change and billing threshold adjustment occurred through automated platform processes operating as designed.
  
  Because the advertising charges were generated after automated account actions functioning as intended, and because our investigation found no evidence of unauthorized manual changes by Microsoft personnel, we are unable to approve the requested refund of $306.40.
  
  We appreciate the opportunity to review your concerns. 
  
  This response concludes Microsoft's review of this matter and this case is closed.
  
  Sincerely,
  Microsoft Corporation
  

  Customer Answer

  Date: 09/22/2026

   
  Complaint: 25299753
  
  I am rejecting this response because: your response makes absolutely no sense. When you pause your account it means just that, The account is paused, it is frozen, nothing is happening until the customer enables the account. What you are saying is that your system is set up to enable an account after it is paused by the customer. I had this account since April not at any time was my threshold increased from 100 to 500 in the whole four months,  you took it upon yourself to do that. You had no right, there was no communication, there was no email asking me if this was OK with me. Throughout the four months my budget was always no more than $100 and under and I preferred it that way you had no right to change my threshold.It doesnt work that way you dont get to take that upon yourself. This is not over. I will be getting my money back and I will be notifying the REMOVED I am not new to advertising. One thing I will say about REMOVEDwhen you pause your account it stays paused. Theres no system rigged to go in your campaign and unpause your account or increase your threshold without your permission. Im going to definitely report this shady practice.

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/18/2026

  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 hacked. The primary email alias, initially REMOVEDwas changed to another domain, the password was changed and the account's additional recovery information (such as phone number and 2FA) were deleted. This rendered me unable to access the account, leading me to use the Microsoft Account Recovery Form to attempt to restore it.After completing the form, Microsoft confirmed that unauthorized access to the account had occurred and suspended it; they then sent me an email questionnaire asking for various information proving my ownership of the account. I provided irrefutable proof of ownership to verify my identity, including information of other devices (such as the Device ID of my REMOVED. REMOVEDdid not respond when provided with this information, so I contacted an agent via a live chat, only for them to respond that my account had been "permanently suspended", offering no further explanation or reason as to why my attempts at recovery were denied.The account is very important to my personal livelihood, having been in use for over 11 years for personal communication, schoolwork and gaming. Additionally, it had a REMOVEDaccount and at least once had an Xbox Live subscription. Essentially, Microsoft is denying my paid digital property due to their policy limitations.I request the immediate restoration of access to my account. If REMOVEDis unable to unlock the account or bypass the hacker's setting, I demand a FULL REFUND for the Minecraft game and any other purchases made by this account, as I am being denied a service I paid for. I would like for this information to be reviewed by a human being rather than an automated form, as Microsoft's automated tools have not helped me in resolving the issue.

  Business Response

  Date: 09/22/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  As part of our investigation, we confirmed that you submitted the Microsoft Account Recovery Form. However, you did not successfully pass any of the recovery attempts because the information provided was insufficient to verify ownership of the account.
  
  We understand that you provided additional information that you believe demonstrates ownership of the account and requested further human review. However, because account ownership could not be verified through the account recovery process, we are unable to assist with restoring access to the account or making changes to its security information.
  
  Regarding your request for a refund for Minecraft and other purchases associated with the account, we are unable to review or provide the refund or account-specific assistance with those purchases when ownership of the associated account has not been verified.
  
  Due to security and privacy requirements, no further assistance can be provided regarding the recovery of this account. Therefore, this case is now closed.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/22/2026

   
  Complaint: 25294535
  
  I am rejecting this response because, while I no longer have the original receipt for Minecraft, I still retain substantial information regarding the account's history that can be used to establish my ownership.

  Microsoft previously confirmed that the account experienced unauthorized access. The malware involved in the initial compromise affected only one of my devices. I continue to have access to other devices that were associated with the Microsoft account, including my REMOVEDand other computers.
  I also retain extensive historical records that an unauthorized party would not necessarily have had access to. These include emails from Microsoft documenting approximate dates on which I changed account information and identifying information that was changed, as well as historical account information, the console ID of my REMOVED, and older emails from Xbox specifically associated with my account.

  I understand that the information I previously submitted did not satisfy Microsoft's standard account-recovery verification process. However, I am concerned that this additional historical information was in not considered by Microsoft, and would like for it to be considered in another human review of the account. I am not asking Microsoft to bypass its security procedures; I am asking for an opportunity to provide additional evidence of my longstanding ownership of an account that was compromised and subsequently suspended.

  I respectfully request another review of the account and an opportunity to submit this additional information for ownership verification. This account has been in my possession for more than 11 years and is extremely important to my personal life, including my communications, schoolwork, gaming history, Xbox history, and Minecraft ownership.

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/17/2026

  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 was hijacked on 8/31/2026. The primary alias was REMOVEDor gamertag Juju Editing. The hacker removed my email and phone number from my Authy 2FA and changed it to a disposable email: REMOVEDwhich made all the standard recovery forms useless as my old alias no longer existed. I contacted support several times before finally getting a message from Microsoft Escalation Support. I had a brief phone call with a representative named REMOVEDwhere he asked some ownership validation questions. After that, I provided a large amount of information that they requested over email to prove my ownership. I provided receipts, listed games that I own, history of gamertags and emails. I also provided my unique Xbox Series X serial and device ID. I provided IP addresses.I created this account probably over a decade ago and have spent thousands of dollars. I know the account got frozen because when I went to fill out a recovery form with the REMOVEDemail, it said the account was suspended. Today, 9/17/2026, Microsoft Escalation Support said, We have reviewed the provided by you answers to all our validation forms and unfortunately, you were unable to validate ownership of the Microsoft account in question.Please, understand that Microsoft takes customer online security very seriously. Therefore, we cannot continue assisting in recovering the account due to the security of the account. We recommend that you create a new account, so that you can take advantage of the same services you were using before. This will be my last communication with you since you were unable to prove ownership. They even admitted that fraudulent activity occurred but I guess personal information wasnt enough, or maybe they just didnt care enough. This is wrong as a decade+ long customer who has spent thousands.I am going through the BBB as a last attempt before legal. Please refer me to a human being, not an automated form.

  Business Response

  Date: 09/18/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery concerns.
  
  Our review confirms that you were previously assisted through Executive Escalations under Service Request REMOVED. 
  
  As part of that engagement, the account was reviewed by the appropriate support and escalation teams, and you were provided multiple opportunities to validate ownership of the account through REMOVED's established account recovery and verification processes.
  
  We acknowledge that you reported unauthorized activity on the account and submitted additional information during the investigation. 
  
  The information provided, including the materials submitted to the Executive Escalations team, was carefully reviewed against Microsoft's security and ownership verification requirements.
  
  While we recognize your position that you are the rightful owner of the account, REMOVEDcan only restore access to an account when ownership has been successfully validated through the required verification processes. 
  
  Following a thorough review, the information provided was not sufficient to satisfy the security requirements necessary to establish ownership of the account. 
  
  For security and privacy reasons, Microsoft cannot disclose the specific verification criteria that were not met.
  
  Microsoft's account recovery and ownership validation procedures are designed to protect customer accounts from unauthorized access. 
  
  These requirements apply to all customers and cannot be bypassed, modified, or overridden through additional escalation requests or through the Better Business Bureau process.
  
  As ownership of the account could not be validated, Microsoft is unable to restore access, make account changes, provide account information, or continue recovery efforts for the account in question. 
  
  The review performed under Service Request REMOVEDhas been completed, and no further escalation path is available regarding this matter.
  
  Microsoft's position remains unchanged. 
  
  This matter has been fully reviewed, and no additional action can be taken on the account unless ownership can be successfully verified through Microsoft's established security requirements.
  
  This response concludes our review of this matter.
  
  Sincerely,
  Microsoft Corporation 
  

  Customer Answer

  Date: 09/18/2026

   
  Complaint: 25290271
  
  I am rejecting this response because:

  I would like to request a phone call for validation. I dont know what else I need to prove my ownership. I even provided my unique device ID from my REMOVED, which to my knowledge, is unattainable without having the physical device. Please I have had this account for over a decade and spent thousand. Please give me an opportunity to lay out all the necessary information over the phone. 

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/17/2026

  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.

  REMOVEDrefused a chargeback and told me to contact the merchant. Microsoft's automated systems have blocked all access to a live representative, leaving me with no choice but to escalate here.

  Business Response

  Date: 09/18/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your chargeback concern.
  
  At this time, we are unable to investigate the disputed charge based on the information provided. To assist with our review, please provide the following:
  
  The Microsoft Account email address associated with the disputed charge.
  The Microsoft product or service associated with the charge.
  The amount and date of the charge.
  Please confirm whether you recognize and authorized the charge but are disputing it for another reason, or whether the charge is unauthorized and you do not recognize the transaction.
  
  If you have an existing Microsoft service request related to this issue, please provide the service request number so we can review the available information.
  
  If you have not previously contacted Microsoft Support regarding this matter, please visit REMOVEDto access the available support options.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 09/19/2026

   
  Complaint: 25289127
  
  I am rejecting this response because: I did not authorize this purchase. I dont even know where it came from. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/16/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a refund processed to a debit card that is linked to a business I no longer have any accounts to. REMOVEDdoes not have the funds period and I has told me to contact the BBB if I cannot get a hold of Microsoft for not being able to route my refund towards either an account that I actually own or mail me a check to my mailing address. The refund has been rejected by REMOVEDand nowhere in their system.

  Business Response

  Date: 09/18/2026

  Dear REMOVED,   
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Refund Sent to Inaccessible Debit Card . 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 7109017170.  
  
  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: 09/18/2026

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