Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,845 total complaints in the last 3 years.
2,438 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:01/03/2026
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 was charged $29.99 for Xbox Game Pass Ultimate on the same day the subscription renewed. I canceled the subscription immediately and have not used the service at all during this billing period.After the charge processed, Microsoft/Xbox removed any option to cancel for a refund and blocked access to live customer support. I attempted phone support, online chat, and account self-service, but all support channels redirect to automated systems that refuse escalation to a live agent.Because the cancellation was made immediately and the subscription was unused, I believe this charge should be refunded. I am requesting a refund of $29.99 for this unused subscription.
Business Response
Date: 01/05/2026
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Game Pass refund request.
As a one-time exception, a refund of $29.99 USD has been issued for the subscription charge. You should receive the refund within 35 business days; however, depending on your financial institution, it may take up to 30 days for the funds to appear on your statement.
For future reference, you may contact Microsoft Support directly by visiting
REMOVEDto receive assistance via chat support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/07/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVEDand i see it as pending now for 3 days in my account still waiting for it to be releasedback to me.

Thank you.

REMOVED
Initial Complaint
Date:01/03/2026
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.
"Halo Infinite is owned by Microsoft, as part of its Xbox Game Studios, and was developed by Halo Studios (formerly 343 Industries), with contributions from other studios like Certain Affinity. Microsoft owns the Halo franchise IP, which it acquired after REMOVED, the original creators, became independent in 2007. ". Dude, I reported your game several years ago, and the corruption is still as rotten as the player can continue to prove to you. Why did you, the billionaire, buy a game title that you were not as passionate about as the top Halo 1 and 2 players? Sure you bought the game, but what the players will never forget is how you were a traitor with money, and never the game owner, you destroyed this game and the Halo franchise. STILL to this surprise, over what, two years later or more, do you still have the SAME exact exploits and rot, that we reported when this game first came out? You have FAILED as a host, the community will continue to find holes and point, as long as you allow garbage. You have disrespected the REMOVEDIn fact, another Halo game could have even been released by now and have made hundreds of millions of dollars. Don't just buy a property that you would not be die-hard passionate about, and you were seemingly not with us in the late 90s early 2000s, with this community. You had to be someone that we the community ranked, to be our leader. You have shown us that money can buy, and then be abandoned. You have proved nothingness with power. Rather, I wish that games like Diablo went to REMOVEDNorth, and that the Bungie team was never replaced. They made the legend. What ever you have now, is a hosted mental disrespectful disease. The community will continue to tolerate and endure rot, for a chance at what they once believed, and witnessed. You have proven that the failure to delete history is impossible, when the fans knew what they loved, dedicated to, and witnessed. You could have used your money to bring the community bak together
Business Response
Date: 01/05/2026
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau for taking the time to share such detailed and honest feedback.

Im truly sorry for the frustration, disappointment, and sense of disrespect youve experienced with Halo Infinite and the direction of the franchise. I understand how deeply this series matters to long-time players, especially those who have been part of the REMOVEDsince the days of Halo 1 and Halo 2. Your history with the franchise, the passion youve carried for decades, and the effort youve put into reporting issues are not being overlooked.

I recognize how discouraging it is to continue seeing exploits, gameplay issues, and community concerns go unaddressed, especially after years of raising them. I also understand why it feels like the legacy, values, and standards established by the original teams havent been honored in the way you expected. The sense of lost trust youre describing is real, and your feedback about stewardship, community engagement, and long-term support is important.

Please know that your concerns will be formally documented and shared with the appropriate internal teams. While I cannot change past decisions or speak on behalf of specific studios, I can ensure your message is passed forward for review. Your perspective as a long-time, dedicated Halo player is extremely valuable, and your feedback helps guide future improvements, discussions, and project planning.

Thank you again for expressing your concerns so openly. Your voice matters, your experience matters, and your feedback will be taken into consideration as we continue to evaluate how we can better serve the REMOVEDmoving forward.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/06/2026
You can delete this complaint they seem to have fixed the exploit. No idea, we could not play at first now we are enjoying the game. We have no further need for this complaint. Thank you.
Initial Complaint
Date:12/29/2025
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.
Falsely banned from Xbox services and have spent hundreds of dollars on games and subscriptions and the said company would not give me the specified reason or what i did to receive this penalty. I had received no warnings following to my suspension, I would like to receive my account back to be able to use xbox services once again and for my brother to be able to enjoy our systems too.
Business Response
Date: 12/29/2025
Dear REMOVEDLove,

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 associated with the ban account.

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

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/04/2026

Hi BBB,

I have retrieved the information to continue the case.

Thank you.

REMOVEDLove
Initial Complaint
Date:12/28/2025
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.
On December 27th, i purchased a digital game from the microsoft store (Arc Raiders) for $53.34 CAD. Upon installation, i wasnt able to play the game as it kept crashing my system. The game seems unplayable and many people online share the same opinion. I requested a refun from microsoft as i wasnt able to use the product i purchased and was refused as i 'played the game'. I have 2hrs and 8min spent on the game, but it was essentially me trying to restart the game everytime. I tried about 30x to restart the game and attempt to load into a match. When loading in, xbox crashes. I tried to reinstall, same issue.Order #REMOVEDReturn request #REMOVEDXbox account: DrGoodTalk Please see attachments
Business Response
Date: 12/29/2025
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox game refund request.
After reviewing your case, we have approved and issued a refund of CA$53.34 as a one-time exception only. Please allow 35 business days for the refund to be processed. Depending on your bank, it may take up to 30 days for the funds to appear on your statement.
As this matter has now been resolved, the case is closed.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/29/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:12/26/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,Recently my Microsoft account has been compromised/hacked. Ive contacted Microsoft support, including their Xbox recovery team, and REMOVEDrecovery team following their steps to recover it. Microsoft has only suspended the account and returned an automated message saying the account is compromised. They havent done anything else to help this process Ive spent money on this account and it is very old, so it is very important to me If possible, Id like to get in contact with a human *Tier 3 support agent* where someone can help me with this issue. I know its the holidays, so Id be happy to wait to talk to someone who can actually do something with my case. Please contact me at my email provided if possible.The person who compromised my account, changed my alias, removed and enabled a new 2FA from my account and removed other information associated with it like my phone number. Im happy to provide any information I can to verify ownership of my account. I have the new alias that they changed it to as well.Thank you for any help regarding this matter. Happy holidays. Please get back to me.
Business Response
Date: 12/26/2025
Dear REMOVED,

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

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: 01/07/2026
My issue has been resolved. Thank you for all your help regarding this matter.
Initial Complaint
Date:12/25/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,I previously submitted an appeal several months ago regarding the permanent ban placed on my Microsoft account. I am writing to respectfully request clarification on the reason for this action, as I have not received an explanation.I am concerned that my account may have been compromised, as I noticed a login from an unfamiliar location that I do not recognize. If this activity violated Microsofts policies, it was not authorized by REMOVEDwould greatly appreciate any information you can provide regarding what occurred and whether there are any steps I can take to resolve this matter or secure my account.Thank you for your time and assistance.Sincerely,REMOVED
Business Response
Date: 12/26/2025
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account 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 associated with the ban account

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

Sincerely,
Microsoft Corporation

Customer Answer
Date: 12/26/2025

Hi BBB, My microsoft email was REMOVED
Initial Complaint
Date:12/25/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello I sent an appeal to Microsoft a couple months ago because they have permanently banned my account and I was wondering what I did wrong. I believe i may have been hacked because I saw that there was a login from a different location.
Business Response
Date: 12/26/2025
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox REMOVEDaccount.
After reviewing your submission, we confirmed that the Gamertag associated with your account was found to be in violation of the Xbox Terms of Use and/or the Xbox REMOVEDCode of Conduct. As a result, an enforcement action was applied, and access to Xbox REMOVEDservices was suspended.
We have taken additional steps to conduct a secondary review of the enforcement decision and can confirm that the action was applied correctly and remains in effect. Microsoft stands by this decision. While we understand your interest in additional details, please note that Xbox is not obligated to provide specific evidence or details regarding individual violations beyond what is available in the Enforcement History.
For more information, you may review the following resources:
Microsoft Terms of Use: REMOVED
Microsoft Services Agreement:
REMOVED
Xbox REMOVEDCode of Conduct:
REMOVED
To view your enforcement history or submit a case review, please visit:
REMOVED
After signing in with the affected account , navigate to Enforcement History to view current and past actions. Where applicable, the Reason for Action section may provide additional context regarding the type of violation involved.
Please also be advised that no refunds will be issued, in accordance with the Microsoft Services Agreement.
Thank you for your understanding.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:12/25/2025
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.
My son received a Minecraft gift card that was intended to be used toward Minecoins or in-game purchases of his choosing. Upon redeeming the card, Microsoft automatically applied the full value to a bundled item without any confirmation or opportunity to choose, resulting in the purchase of content my son did not want, did not intend to buy, and cannot use.After researching this issue, I discovered that this is a known and recurring experience for other customers, suggesting this is not an isolated incident but a common practice. The bundle that was automatically redeemed appeared random and was not compatible with the version or play style my son uses, making the gift card effectively wasted.I carefully reviewed the terms and information printed on the gift card and packaging, and nowhere does Microsoft clearly disclose that redeeming the card may result in an automatic, non-optional purchase. A reasonable consumer would expect a gift card to allow the recipient to select their preferred item at checkout, not to trigger an immediate purchase without consent.This practice is misleading and feels deceptive, particularly when gift cards are commonly purchased for children. Microsoft should either clearly disclose this behavior at the point of sale or, preferably, honor the gift card by restoring the value as Minecoins or account credit so it can be used as intended.Requested ResolutionI am requesting that Microsoft restore the full value of the gift card as Minecoins or account credit, or allow an exchange for content of my son's choosing not to exceed original gift card amount.
Business Response
Date: 12/26/2025
Dear REMOVED,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your purchased order.

After reviewing the details, we can confirm that the gift card you redeemed was specifically for Minecraft: Java & Bedrock Edition for PC, not for Minecoins or other in-game currency. Because the product associated with the gift card has already been redeemed and is not a Minecoins balance, Microsoft is unable to issue a refund or convert the value to Minecoins.

If you wish to request a refund for the unused product, the only available option is to return to the retail store where the gift card was originally purchased, as retailers manage refunds for their own gift card sales.

We appreciate your understanding, and were here if you need any additional clarification.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/03/2026

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:12/25/2025
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 was hacked from my Microsoft account, passkey and email changed, now I cannot get back in or access my xbox account. Have had no help from Microsoft, no real customer support just help pages and recovery forms that are not effective, I have lost in game items and data worth money, very disappointed, would like my a proper solution and access to my account again. I know it is possible as others online have got their accounts back. Original account email (before being changes): REMOVEDOriginal number: REMOVEDGamertag: grittyV2 Date: 24 DEC 2
Business Response
Date: 12/25/2025
Dear REMOVED,

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

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: 12/26/2025

Hi BBB,

I'm satisfied with the business's resolution to complaint ID REMOVED.

Thank you.

REMOVED
Initial Complaint
Date:12/22/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was wrongly charged for $32.46 for the Xbox Gamepass Subscription because I always turn off recurring billing. I know it was off. The date is 12/22/2025. Tonight at 9:09pm I received an email from REMOVEDthat I was charged $32.46. This isn't the first time this has happened too and I'm fed up at this point because I know I always turn off recurring billing. I immediately cancelled the subscription and tried to request a refund through their online customer support. It's absolutely terrible. They got rid of human-to-human communication and you now have to talk to an AI bot to get help. After trying to request a person I was told "I'm sorry, online chat & phone calls are not available for: 'I want to request a refund'. We rely on customers to use self-help resources for some issues". They told me the same thing I already did, cancel the subscription but there's no option to request a refund. It's like they're forcing me to keep the subscription I was wrongly charged for and it'll just be cancelled a month from now. This is not acceptable, and I was not expecting this charge to my account right before Christmas because like I said I turn off recurring billing. But even if that's the case it shouldn't be impossible to speak with someone about getting a refund and cancelling the subscription. That is absolutely ridiculous! I do feel like somehow and some way they alter the recurring billing option on their end to charge people automatically anyway regardless if you have the option turned off and I'm tired of going through this so thats why I'm here since I can't talk to someone from Xbox. Its definitely worth complaining about. Like I said this isn't the first time. All I want to resolve this is my $32.46 back and they can cancel the subscription immediately.
Business Response
Date: 12/25/2025
Dear REMOVED,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your refund request for Xbox Game Pass.
Our review shows that the subscriptions recurring billing was canceled after the charge had already been processed, rather than before the renewal date. As a one-time exception, We approved a refund of $32.46 for this charge.
Please note that refunds typically take 35 business days to be processed by Microsoft; however, it may take up to 30 days for the refunded amount to appear on your bank or REMOVEDstatement, depending on your financial institution.
To avoid future charges, we recommend canceling recurring billing prior to the renewal date.
If you need assistance in the future, please visit the following link to contact Microsoft Support via chat: REMOVED
Thank you for your understanding.
Sincerely,
Microsoft Corporation

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