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

  8055 Microsoft Way Charlotte, NC 28273-8106

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

• 

  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

• 

  Microsoft Corporation

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/19/2026

  Type:Order 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.

  Over a year ago I was placed under Microsofts rewards temporary restriction, where in order to get that restriction lifted you need to follow their good faith search policy to claim rewards. While I dont think I broke any rules in the first place, I made sure to adjust to suit their good faith participation, and for a year now my temporary restriction remains. Ive contacted them many times about this issue since October of last year(screenshots provided) and get nearly the same ai response every time about their good faith participation. Theyre not holding up their end in good faith.

  Business Response

  Date: 10/21/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Microsoft Rewards redemption restriction.
  
  Our Microsoft Rewards Support team has reactivated your account as a one-time exception. To help avoid future restrictions or suspensions, please ensure your Rewards activity follows the applicable guidelines:
  
  REMOVED
  
  As the reported issue has been resolved, Microsoft considers this matter closed.
  
  Sincerely,
  Microsoft Corporation   
  
  

  Customer Answer

  Date: 10/21/2026

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

• Initial Complaint

  Date:10/17/2026

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So basically ever since i joined REMOVED, I'm filing the complaint with Microsoft since REMOVEDhas refused to respond to me after filling out their appeals form, my account has been restricted. I simply added my university and the next day it was restricted for absolutely no reason. I couldn't have done anything with AI fradulence, I'm a real person, and I filed their appeals request multiple times over the past 6 months with nothing. Additionally, I've filled out their Persona ID form, submitting my driver license and passport photos multiple times just for them to get rejected. It feels like a breach of privacy at this point, repeatedly uploading my sensitive documents into an online browser or app just to get my account back.

  Business Response

  Date: 10/19/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your LinkedIn account restriction and identity verification concerns.
  
  We are currently unable to verify the affected account or locate an existing service request based on the information provided in your complaint.
  
  To assist with further review, please provide the Microsoft account email address associated with your LinkedIn account.
  
  If you have previously contacted support regarding this issue, please also update your complaint with the applicable service request or case number so that we can review the available information.
  
  If you have not yet contacted Microsoft Support regarding this matter, please visit the following URL to explore the available support options:
  
  REMOVED
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/19/2026

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

• Initial Complaint

  Date:10/16/2026

  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.

  So I forget which month, but my Microsoft account was locked. I no longer have the phone number on file and after filling out the recovery application I keep getting denied. I have spent thousands of dollars on this account and for it to get locked with no way of me speaking to a real person to recover it feels like Ive been robbed.There has to be another way of gaining my account, the system in place does not work. I just want my account back with everything I have paid for, or reimbursment.

  Business Response

  Date: 10/16/2026

  Dear REMOVED,

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

  Based on the information provided in your complaint, we are currently unable to identify the affected Microsoft account or locate a service request associated with this issue. The email address provided with your escalation does not appear to correspond to the account you reported as locked.

  To allow us to review your concerns further, please provide the Microsoft account email address that is currently locked.

  If you have previously contacted Microsoft Support regarding this issue, please also provide the associated service request number.

  If you have not yet contacted Microsoft Support, please visit REMOVEDto initiate a support request through the available support options.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/16/2026

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

• Initial Complaint

  Date:10/15/2026

  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 wife has been locked out of her REMOVEDaccount after changing phones because Microsoft Authenticator was configured on her previous device. She still has access to both registered recovery phone numbers and her recovery email address, and we can provide additional evidence of her identity and account ownership as REMOVED's recovery system has trapped us in a verification loop. We successfully receive and enter codes sent to her recovery email, but the system then requires another verification method. Selecting either registered phone number produces an error stating that the method is unavailable. Repeated attempts result in temporary blocks for requesting too many codes, leaving us unable to complete REMOVEDwife is an authorized user of our paid REMOVEDFamily subscription. Her existing account is configured across our computers and devices and provides access to Microsoft 365 applications and services. Losing access affects not only important personal correspondence, contacts, and account history but also services we have paid for.We contacted Microsoft 365 support, including a remote session on October 14, 2026. Despite being unable to resolve the issue, the representative recommended creating another Microsoft account.This is unacceptable. A new account cannot REMOVEDexisting emails, contacts, connected services, or device configurations.This situation has caused substantial inconvenience, personal hardship, lost time, and financial consequences.We request escalation to a qualified Microsoft account security specialist who can restore access to my wife's original REMOVEDaccount and associated Microsoft 365 services.For privacy and security, we have excluded the affected email address from this public complaint and will provide identifying information privately to Microsoft.Creating another account is not a resolution. We need access to the Microsoft services we are paying for.

  Business Response

  Date: 10/16/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding access to the affected Microsoft account.
  
  Two-step verification is an important security measure designed to protect the account and requires the applicable security verification methods to be successfully completed before access can be restored.
  
  Based on the information provided, the difficulty appears to be occurring during the verification process. 
  
  You indicated that a verification code can be received through one method, but the additional verification methods subsequently become unavailable.
  
  Before proceeding with account recovery, we recommend completing the following troubleshooting steps:
  
  Please temporarily stop requesting additional verification codes. Repeated verification attempts over a short period of time may result in a temporary restriction on additional code requests. Allow sufficient time before attempting verification again.
  
  After allowing time for any temporary restriction to clear, attempt to sign in again and try each verification method presented for the account.
  
  Confirm that the recovery email address can receive Microsoft verification messages. Please check the inbox as well as the junk or spam folders for the verification email.
  
  If verification by text message is offered, confirm that the mobile device can receive SMS messages and is not blocking messages from unknown numbers. Please also confirm that the messaging inbox is not full and that the messaging application is operating normally.
  
  If Microsoft Authenticator is offered as a verification method, confirm that the application is installed and functioning correctly on the applicable device. If the previous device remains available, please also check whether verification can still be completed from that device.
  
  Attempt the sign-in from a private or InPrivate browser window. Closing existing browser sessions before starting a new private browsing session may also help rule out locally stored browser information affecting the sign-in process.
  
  If possible, attempt the verification from another trusted device or browser.
  
  You may also try a different trusted network connection, such as switching between your home Wi-Fi connection and a mobile data connection, to determine whether the issue is specific to the current network environment.
  
  If a VPN, proxy, or similar network service is being used, temporarily disconnect from it and attempt the sign-in again using your normal trusted internet connection.
  
  Please avoid continuously requesting new codes or rapidly switching between verification methods while completing these troubleshooting steps, as repeated verification requests may result in additional temporary restrictions.
  
  These troubleshooting steps do not bypass the security protections on the account. They are intended to address possible browser, device, network, or temporary verification issues that may be preventing the available security methods from completing successfully.
  
  If the troubleshooting steps above do not resolve the issue and access cannot be restored through the available verification methods, the next step will be to proceed through the Microsoft Account Recovery process and complete the Account Recovery Form.
  
  Please note that the Account Recovery process is subject to Microsoft's account security and verification requirements. It does not provide a method for Microsoft Support to manually bypass two-step verification or other security protections associated with the account.
  
  We recognize that creating a different Microsoft account would not REMOVEDthe existing REMOVEDmailbox, contacts, account history, or other information associated with the original account. Therefore, we recommend completing the troubleshooting steps above first and, if access remains unavailable, proceeding through the applicable Microsoft Account Recovery process for the original affected account.
  
  For security and privacy reasons, access can only be restored when the applicable account verification and recovery requirements are successfully satisfied.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/16/2026

   
  Complaint: 25393716
  
  I am rejecting this response because:

  "For security and privacy reasons, access can only be restored when the applicable account verification and recovery requirements are successfully satisfied." 

  I am NOT given an option to successfully satisfy the account verification and recovery requirements. There are 2 phone numbers listed as recovery methods, but they are not available saying that this recovery method is not available. We have access to 3 (three verification methods), birthday, some sent emails and other details such as identity verification that can prove without a doubt that we are the account holder. REMOVEDshould not place the burden of a faulty system on an user, especially a PAID user. Please let me know which the next practical steps are to restore access without sending ALL your generic documentation that does not solve the issue. 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/15/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint regarding Microsoft's failure to resolve a critical business account recovery issue and the lack of accountability within its support department.I am the sole Microsoft 365 Global Administrator for a law office. For nine consecutive days, I have been unable to access my business email, REMOVEDor other Microsoft services due to an authentication issue.Despite having an active case assigned to Microsoft's Data Protection Team, I have received virtually no meaningful assistance.On October 12, 2026, the assigned representative called and stated that his first step was to email the very account I cannot access. I repeatedly explained why this would accomplish nothing. He promised to call back within an hour but never did. Neither I nor our IT representative has heard from him since.Microsoft's automated support system repeatedly directs me to websites that require credentials I cannot use. A Microsoft Q&A moderator has also been unable to provide meaningful escalation assistance, instead referring me back to the unresponsive representative.When I requested supervisory contact information, I was directed to the representative's email signature, which contained no management contact details.This is no longer simply a technical issue. It is a serious failure of customer support and accountability. Our law office relies on these paid services for essential business communications.I am requesting immediate intervention from Microsoft Corporate Customer Relations, supervisory review of our existing Data Protection case, reassignment to an accountable recovery specialist, and an alternative verification method that does not require access to my locked account.I do not need another support ticket, automated response, or referral to the same representative. I need someone with the authority to take ownership of this case and ensure a resolution.Our existing case number and supporting correspondence can be provided privately.

  Business Response

  Date: 10/16/2026

  Dear REMOVED,   
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Microsoft 365 Global Administrator Lockout. 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 11460917.  
  
  Your case has been assigned to an advocate. They will reach out to you within the next 2 business days. We will monitor the support case through resolution.  
   
  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 10/16/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  I did receive confirmation that REMOVEDwith support did send the approval email to my email that I cannot access. I repeatedly told him that makes no sense. However, as of this morning I have received the email on a different email address. I was told it could take an additional REMOVEDbusiness hours to complete the process. Thank you for escalating this!
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:10/14/2026

  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 Minecraft/Microsoft account appears to have been compromised by someone who changed the password and the email address associated with the account. I can no longer access the account, and REMOVED's recovery process keeps directing me to verify a phone number that I no longer own.The account was mine for years, and I am the original owner. I have tried the available account recovery options, but I keep getting stuck in a loop and cannot reach a resolution. I believe the person who accessed my account changed the login information to their own details.I need assistance recovering my original account and restoring access to the REMOVEDlicense and purchases associated with it. I can provide information to help verify my ownership, including previous passwords, the original email address, approximate account creation date, and purchase information if needed. My old ign is PulledIPs my REMOVEDhas seen the account on 2 months ago.Please investigate this unauthorized account takeover and help me recover my original account.

  Business Response

  Date: 10/15/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request. 
  
  Based on the information provided, we are currently unable to verify the affected Microsoft account or locate an existing service request related to this matter. 
  
  To assist with further review, please update your complaint with the following information: 
  
    The email address of the affected Microsoft account.
    The current account alias displayed on the account that you believe was added or changed without your authorization. 
  
  If you have an existing Microsoft service request related to this issue, please also provide the service request number. 
  
  Once this information is available, we will be able to review the matter further. 
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/15/2026

   
  Dear Microsoft Corporation,
  I am providing additional information regarding my complaint about my original Minecraft account, known as PulledIPs.
  I lost access to my original account after someone changed the login credentials without my authorization. The only information I have regarding the unauthorized email change is that the email address now associated with the account appears to be a .ru email address. I do not know the complete email address because I can no longer access the original account.
  I attempted to recover my account through REMOVED's recovery process multiple times, but I was unable to regain access or find a way to resolve the issue.
  Eventually, after being unable to recover my original account, I purchased a new Minecraft account and used the same email address that had previously been associated with PulledIPs. This new account is not the original account I am trying to recover.
  I am prepared to provide purchase receipts and other supporting documentation to help verify my ownership of the original account. I respectfully request that Microsoft investigate the unauthorized changes and help me recover my original PulledIPs account.
  Since I do not know the full unauthorized email address, I ask that Microsoft use the original account information and the supporting documentation I provide to help identify and verify the account.
  Thank you for your time and assistance.
  Sincerely,
  REMOVEDJones 
  

• Initial Complaint

  Date:10/14/2026

  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 name is REMOVEDDe REMOVED. A long time ago I created an email. If I had to guess roughly around REMOVED. I am trying to gain access to an old email and Microsoft makes it impossible to complete. They want me to receive a code to a phone number I hadnt had access to in 10 years. That phone number is REMOVED. When I try to verify it asks me questions that I am unable to answer because I havent been able to log in to that email in more than ten years. The reason behind that is because I had created 2 new emails REMOVEDand REMOVEDand stopped using the hotmail email REMOVEDI need access due to a few accounts of social media are under that email. I can send my drivers license to prove my identity but they either want to send me a code to an old phone or ask me questions that I can barely remember as it has been more than a decade. Aside from my REMOVEDbeing linked to that email I have sentimental pictures that I would really like recover. My current phone number is REMOVED. Please, I need to reset my password to have access to my email. There is no phone number to speak with someone. This is very important to me and would like to gain access to my old email.

  Business Response

  Date: 10/16/2026

  Dear REMOVEDDe REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  We understand that you no longer have access to the phone number previously associated with the account and, due to the length of time since you last accessed the account, you may be unable to recall some of the historical information requested during the recovery process. We also acknowledge your offer to provide identification and your concern regarding the sentimental photos and social media accounts associated with the email address.
  
  To attempt to regain access to the account, please complete the Microsoft Account Recovery Form at REMOVEDand provide as much accurate information as possible to confirm ownership of the account. You may submit the form up to two times per day, and we recommend providing accurate information that has not been included in previous submissions.
  
  The account ownership verification process must be completed successfully before access to the account or a password reset can be provided. Providing government-issued identification does not replace the required account ownership verification process.
  
  If the validation requirements are not successfully met, or if the form is not submitted, Microsoft will be unable to provide further assistance with restoring access or resetting the password due to security and privacy requirements. In that event, no additional action will be available through this escalation, and the case will be closed.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/17/2026

   
  Complaint: 25387681
  
  I am rejecting this response because I have tried to do that form multiple times and it doesnt work. My phone number is public records, why not try and actually offer solutions by using my current number to identify me. That form you sent me to complete Ive tried it so many times until getting locked. If you stated u acknowledge that it has been a lot of time then why not try to use a current phone number linked to me to complete verification. 
  
  Sincerely,
  
  REMOVEDDe REMOVED

• Initial Complaint

  Date:10/14/2026

  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.

  I've been using Microsoft Rewards for well over 400 days, & always follow all the rules, I always earn my Microsoft rewards from the same devices, every single day from my bedroom in my apartment. In the beginning, I was able to redeem my points for the Amazon Gift Cards, & I was quite satisfied. But since April, 2026 (6 months), I've not been able to reddem my earned points for anything. Initially, I was getting messages saying I hadn't searched properly, as designated by the rules, but I had! I contacted Customer Support as instructed in the notification, & received a generic automated response stating that I hadn'tt followed the rules, but with no explanation or way for me to follow up & ask what I had done improperly (although I know I had followed the rules). Since then, every time I try to redeem for an Amazon Gift Card, I am met with similar messages, or a denial message saying I am "On the go", even though I am sitting in the same bedroom, using the same IP I always use. It's excuse-roulette from Microsoft, & every time I message Customer Support, I detail all of these issues, I'm just get met with an automated response saying the exact same thing as the first, & always saying that as long as I follow the rules (which I already was doing), the restriction on my account will be automatically lifted. Yet, here I am, 6 months later, unable to redeem my nearly REMOVEDMicrosoft Rewards points for an Amazon Gift card. Microsoft's Automated system penalizes the users, but gives no statement of exactly what the user is in violation of, and then there are no appropriate steps given to lift the restriction. I beleive the automated system is faulty, and there should be more care given to situations like these instead of the user sending messages to customer support and receiving generic automated responses with no resolution. Please lift the restriction on my account so that I can redeem my points that I have spent every day earning for the last 6 months. Thank you.

  Business Response

  Date: 10/15/2026

  Dear REMOVED,
   
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account.
   
  Your Microsoft Rewards account has been reactivated as a one-time exception.
   
  Going forward, please ensure that your account activity complies with the practices and policies outlined in the guide provided below to help avoid future account restrictions or suspensions.
   
  Please visit: REMOVED
   
  As the account has now been reactivated, Microsoft considers this matter closed.
   
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/19/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  While I appreciate that you removed the restriction from my account, you still imply that an unwarranted restriction could be added to my account in the future, and that this is a one-time restriction removal.  So what am I, and all of the other Microsoft Reward users supposed to do the next time the faulty automated system flags us incorrectly in violation of the rules?  As stated before, contacting customer service does nothing, we just receive blanket, vague automated email responses.  In any other situatuion, if someone is penalized for something, the rule broken is clearly stated to the person.  Please update or overhaul your automated watchdog, and have actual live people who are able to deal with the users when there are issues.
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:10/14/2026

  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 compromised by someone I did not authorize, and my account was subsequently suspended or restricted for an alleged violation of the Microsoft Services Agreement or terms of use.The suspension has affected my access to multiple Microsoft services. I have attempted Microsoft's account recovery process multiple times and contacted Microsoft Support, but I have not been able to regain access or resolve the suspension.I am concerned that unauthorized activity by the person who accessed my account may have contributed to the suspension. I cannot yet confirm whether my recovery information was changed, and I am asking Microsoft to review the situation.I respectfully request that Microsoft investigate the reported compromise, review the suspension in light of the suspected unauthorized activity, explain the appropriate reinstatement and account-recovery steps, and restore my access if the suspension is found to be mistaken or eligible for reversal.I am willing to provide relevant dates, previous support case numbers, suspension notices, and information needed to verify ownership through Microsoft's official secure channels. I would appreciate a meaningful response addressing my specific circumstances rather than another referral to recovery steps I have already attempted.

  Business Response

  Date: 10/14/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your reported Microsoft account takeover and account suspension/restriction.
  
  We understand that you are requesting review of the reported unauthorized access, the subsequent restriction or suspension of your account, and the recovery options available to you.
  
  Based on the information currently provided, we are unable to verify the affected Microsoft account or locate a service request associated with your complaint. To assist with further review, please provide the Microsoft account email address originally associated with the affected account.
  
  If you believe the email address or primary alias associated with the account was changed by an unauthorized party, please also provide the changed or current email address.
  
  Additionally, if you have previously contacted Microsoft Support regarding this matter, please provide the associated service request or case number(s) so that the available information can be reviewed.
  
  If you have not yet contacted Microsoft Support regarding this issue, please visit REMOVEDto access the available support options.
  
  Once the requested account information and any applicable service request number are provided, the available information can be reviewed to determine the appropriate next steps.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/15/2026

   
  Complaint: 25385606
  
  I am rejecting this response because:

  My primary goal is to regain access to my original Microsoft account. The account contains personal emails and photos that are important to me, and I want the opportunity to recover and preserve that content.
  I was serving a two-year mission for my church during the period when this issue occurred and was not actively monitoring my account. I can still sign in and successfully complete two-factor authentication, but Microsoft then displays a message stating that my account is locked for violating its Terms of Service.
  I am requesting that Microsoft review my account restriction and provide a clear path to reinstatement. I am willing to complete the required ownership verification and appeal process.
  I am not seeking an investigation for its own sake. I want Microsoft to help me regain access to my account and the emails and photos stored there. If full reinstatement is not immediately possible, please explain the available options for restoring access to my personal data.
  I do not consider this matter resolved until Microsoft provides a meaningful path toward account recovery.

  Requested Resolution: Restore Access to My Microsoft Account and Personal Data

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/13/2026

  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.

  Microsoft Rewards program is not letting me and other users cash out our Rewards points for REMOVEDgift cards even they offer them. Numerous contacts and concerns relayed to Microsoft Support have been ignored.

  Business Response

  Date: 10/15/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards concern.
  
  Following our review, your Microsoft Rewards account remains active. 
  
  However, redemption of points is temporarily restricted due to a high bot score associated with the account.
  
  To help reduce the bot score and allow the restriction to be lifted, please continue earning Microsoft Rewards points in accordance with the guidance provided here:
  
  REMOVED
  
  Once the bot score decreases, the redemption restriction will be lifted.
  
  At this time, no further action is required from Microsoft, and we consider this matter closed.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/15/2026

   
  Complaint: 25384991
  
  I am rejecting this response because:

  Microsoft Rewards is claiming that I am a bot and thus preventing me from redeeming my legitimately earned Reward points. (Why would loyal Microsoft consumers participate in the program if they cannot redeem their earned points?) Also, it goes without saying that a bot would NOT contact the BBB to make a complaint.

  Further, the inability to redeem points is a common complaint among Microsoft Rewards users and speaking as a litigation attorney I may take this to arbitration out of principle due to Microsoft's response being insufficient and insulting.

  Sincerely,
  
  REMOVEDBarracano