Business Profile

Computer Software Developers

Microsoft

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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

5,727 total complaints in the last 3 years.
2,390 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:10/24/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have an Xbox account that was wrongfully banned for "cheating and hacking." I don't have a modded console or use any type of malicious software to gain an advantage over other gamers. So, I'm genuinely confused as to why I was banned for cheating. Microsoft doesn't have people I can directly contact to solve the issue. They use an AI system that is zero help.I'm just a casual gamer who comes home from a long day of work and play video games.well, one day I come home and my account was not suspended but permanently banned. I have thousands and thousands of dollars tied to this account. From video games to DLC content, pre-orders, ****** gamertag is 3 letters (amk) a gamertag I've had for years now. But now everything I spent that is tied to that account has been lost. Rough estimate of total loss would be in the *****+ dollars range over the course of 10+ years.I just want my account back. I don't want money, but if I have to sue to get my money back at least, then I will. It makes me incredibly sad, I was a Microsoft fan for years, often sticking up for them. Then this happens.
Business Response
Date: 10/31/2025
Dear A King,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox ban. 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 or the gamer tag associated with the ban.

If you have an existing service request for 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 ************************************************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 10/31/2025

my email associated with the account is *****************************************
the gamer tag is 3 letters long, literally. It is my initials. My gamer tag is: amk
Amk, all lowercase. Ive had it for years, all my games, money, dlc, I have so much on that account and I was spam reported by a hacker or someone who wanted to get me banned. Please make sure this never happens again.
email: ********************************
Gamer tag: amk
Initial Complaint
Date:10/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
go to use sign up for esu and get Something went wrong We cant enroll you in Extended Security Updates right now. Close this window and try again. On Windows 10 64 education and many on feedback hub app saying thay cant sing up either
Business Response
Date: 10/31/2025
Dear *** ****,
Thank you for your response. After reviewing your complaint and recent service request **********, our support team confirmed that you can share your feedback regarding this experience.
Please note that Windows 10 is now out of support. Based on the information you provided, your device is running Windows 10 Education edition. Here are some important details:
Education edition is not eligible for consumer self-service ESU enrollment (the Enroll now option in Settings).
ESU for Education edition is available only through the ******************************* (VLSC) or a Cloud Solution Provider (CSP) purchase. This means enrollment must be handled by your organizations IT administrator or licensing partner.
If you are an individual user and not part of an organization with a commercial agreement, you will not be able to enroll in *** through the consumer flow.
If you would like to speak with our support team again, please visit:
************************************************
to receive assistance via chat support.
Beyond this, we will not be able to provide further assistance on this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/31/2025

Better Business Bureau:

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

Sincerely,

*** ****
Initial Complaint
Date:10/21/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a hack on my computer. The Microsoft system detected a hack. Had me not shut down and call a number. They said I was hacked and took control of my computer. They then said that they were at point of releasing the hack but I had to release my bank information on BBB form sending me a refund. Better Business Bureau. When I refused a refund because I don't maintain a bank account they refused to relieve my system. I told them I refused. I need some direction.
Business Response
Date: 10/28/2025
Dear ****** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern about your PC being hacked.

After reviewing your Microsoft account, we did not detect any unusual activity. If you notice charges that you do not recognize, please contact your bank immediately. If charges have already been processed, we recommend disputing them directly with your bank.

To maximize the security of your Microsoft account:
Ensure your security information is up to date.
Enable two-step verification for added protection.
Change your password regularly to maintain account security.
If you are experiencing issues with Windows, please reach out to Microsoft Support for assistance.
If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.
If you have not yet contacted support, please visit ************************************************ to receive assistance via chat support.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/28/2025

Better Business Bureau:

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

Sincerely,

****** ******
Initial Complaint
Date:10/20/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My xbox live account was banned with no explanation and my appeal was immediately rejected with absolutely no explanation. I invested alot of money into the account it was absolutely unfair to be banned indefinitely with no explanation and not receive any kind of explanation for the action. I would like for the ban to be reversed so I can have access to my purchased content which is all blocked off due to this unfair ban penalty. No foul play was involved in the ban decision on my end and I am now unable to access my purchased content. Being banned with no explanation or opportunity for appeal is outrageous and I would like to be contacted and for these actions to be reversed or atleast to be contacted by the company in regard to these actions. The images will be attached of the proof of no details and the account ownership.
Business Response
Date: 10/21/2025
Dear ********* *********-******,

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: ********************************************************************;

You can review our Microsoft Services Agreement here: *******************************************************************;

You can review our Code of Conduct at: ********************************************************************;

For additional information regarding your ban or to file a case review, please visit **********************************************. After signing in?to?*************************************************** the?account that received the suspension?(or the parent account of a child 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.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 10/21/2025

Complaint: 24041821

I am rejecting this response because:
I understand you guys are following policy and are not obligated to disclose information. If the decision is firm and there is nothing to be done, I understand. I simply am unable to access game progress (Apex Legends), a game which I hold dearly and put many hours and investments into (The account had no violation related to this game and or EA account without a doubt), on a separate platform to transfer the data where a violation of policy was not committed, due to the system instantly sending an error message due to the ban and not allowing cross progression. The company in question (**) has no control over this and strictly has to go through the xbox support which I cannot access. I would like to compromise, what if the xbox account remained banned but I was atleast able to link my account to said platform and recover my xbox game progress and continue to play on steam with no connection to xbox live services or simply pass the progress to the ** account and completely rule out the xbox account which is banned. That would satisfy my concerns and I would like to work towards a possible solution for this one request. Would that be a possibility?

Sincerely,

********* *********-******
Initial Complaint
Date:10/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I requested a refund for a game a month ago and never received said refund
Business Response
Date: 10/21/2025
Dear **** ****,

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

If you have an existing service request for 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 ************************************************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:10/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
re: email address ******************** My email address was unjustly and unknowingly deleted without you notifying me that it would be deleted. There was no warning or other notification that the email address would be PERMANENTLY deleted and unable to be retrieved. Please restore my email address, ********************. I did not complete any forms for the email to be deleted. I did not select any buttons for the email to be deleted. I had not requested for the email address to be deleted, even though I believe it was hacked. Thank you for your time and assistance with restoring my email to full use.
Business Response
Date: 10/28/2025
Dear Dianjane *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your deleted account.
We have contacted a senior member of our Accounts and Billing Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is ** 7090088110.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/28/2025

Better Business Bureau:
-SOLVED AND COMPLETED-
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have checked and my email address has been restored. I am able to send and receive emails. I thank everyone for his or her time and assistance.
Have a great week!

Sincerely,

Dianjane *******
Initial Complaint
Date:10/19/2025
Type:Order 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 basically, I just came off a band on the 10th of September 2025 and then nine days later I get another ban but this ones a little bit different to the other ones. I get permanently suspended off Xbox network and I didnt do anything wrong. I caneven send you screenshots of what it says on the enforcement page. I would like this to be resolved, either get my account back or get some kind of of the amount of money Ive spent on their account
Business Response
Date: 10/21/2025
Dear Rio ******,

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: ********************************************************************;

You can review our Microsoft Services Agreement here: *******************************************************************;

You can review our Code of Conduct at: ********************************************************************;

For additional information regarding your ban or to file a case review, please visit **********************************************. After signing in?to?*************************************************** the?account that received the suspension?(or the parent account of a child 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.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/21/2025

Complaint: 24036904

I am rejecting this response because I havent done it and I just got falsely banned and its not fair on me and the amount of money I have spent on the account. I would like the account to be reinstated or I would like a big refund for everything.

Sincerely,

Rio ******
Initial Complaint
Date:10/19/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint due to an unjustified suspension of my Xbox account and the complete lack of appeal process or human oversight provided by Microsoft/Xbox Enforcement.I was suspended for a Looking for **************** I made while playing Fallout 76.The post read:LTB 2 kablooms. Offering 10k caps for the pair.This post refers to in-game item trading using Fallout 76s built-in currency (caps) and a specific item ("Kabloom"). This is standard gameplay and does not violate any terms. I did not use real-world currency, profanity, or inappropriate content. However, Xbox suspended my account and stated this message was the cause with no option to appeal and no way to speak with support. This is especially frustrating because I pay for Xbox services and am now unable to use them. The enforcement system appears to be entirely automated, with no transparency or accountability.I am requesting:- A full human review of my account - Reversal of the wrongful enforcement action - A removal of the Strike listed on my account.- Transparency into how these decisions are made I would like Microsoft to take responsibility for false enforcement actions and allow paying customers the opportunity to defend themselves.
Business Response
Date: 10/24/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban. Your account 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 temporarily. The ban has been lifted on the 20th of October, and you should have access to Xbox Live at this time. For further details on what kinds of behaviors or actions led to the account ban, please review the websites listed below.
Xbox has no obligation to provide you with specifics regarding your violation.?We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.?

-You can review the full Terms of Use at: *************************************************************************************************************;
-You can review our Microsoft Services Agreement here: *******************************************************************;
-You can review our Code of Conduct at: ********************************************************************;
For additional information regarding your ban, please visit ***************************************************;

No refunds will be provided as outlined by our services agreement
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/24/2025

Complaint: 24036194

I am rejecting this response because: as a consumer paying for monthly access to this service I should be able to converse with an individual to receive clear, logical reasoning for a removal of such service without compensation.

Sincerely,

******* ******
Initial Complaint
Date:10/19/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft Rewards is a program where users earn points for various activities which can then be redeemed for things like gift cards. MSFT has been indicating on many accounts, including mine, per active Reddit threads, that people are violating the search function that earns points. I have not violated any of the policies they continue to cut and paste in every reply to my requests for help. I would like to redeem my points worth just over $15 at the moment and move on. I can get no help at all from the company. The money is completely negligible but it is the principle and the fact they are ripping off so many people with policies that have not been violated. I haven't been searching with Bing in weeks and still remain restricted. Please help.
Business Response
Date: 10/24/2025
Dear **** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Microsoft rewards. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/25/2025

Better Business Bureau:

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

Sincerely,

**** *******
Initial Complaint
Date:10/18/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Sat,Oct 18 2025 Xbox has given me a 3rd strike about making a post for a game looking for others. They keep suspending me as well saying I violated community guidelines. I looked at them and I have definitely not violated anything. I would like all of my strikes removed.
Business Response
Date: 10/24/2025
Dear ******* ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Xbox account suspension issue.
Unfortunately, I wasn't able to find any account with the Email address you provided "*********************************".
Please reply with the right Email address to be able to locate the account to assist you further.
Sincerely,
Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.