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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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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

• Initial Complaint

  Date:07/09/2025

  Type:Sales and Advertising 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.

  xbox issued me a permanent ban out of nowhere when i was in compliance with their TOS and all their rules and denied my appeal. ive done nothing wrong I havent messaged anyone anything bad or violated any of their rules, and i saw alot of people were also getting issued permanent bans recently like some sort of banwave so I assumed I was also just wrongfully banned for no reason.

  Business Response

  Date: 07/15/2025

  Dear ***** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

  Customer Answer

  Date: 07/16/2025

   
  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. If I am not given a response to my email I will file another complaint with the BBB.
  
  Sincerely,
  
  ***** Dalia 

• Initial Complaint

  Date:07/09/2025

  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.

  Microsofts subdivision Xbox suspended my Xbox account indefinitely with no explanation as to why specifically other than a vague violated one or more terms of the community for Xbox or Microsoft service agreement.I have invested 10 years of my life, around $1,000+ and game pass ultimate paid in advance till July of ******* breaks my heart to see all that go to waste with no futher detail as to why other than a generic bot generated vague explanation.

  Business Response

  Date: 07/14/2025

  Dear ***** ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 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 7081408709.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/14/2025

   
  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:07/06/2025

  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 pre-ordered "Year of prophecy ultimate edition" for Destiny 2 on June 12th. I was sent a confirmation email saying the payment had been processed and was also sent a confirmation number (Order #**********). July 5 I was sent an email saying they were having trouble processing the payment. the money was removed from my account and I have not received a refund, I have also been able to access the content since the purchase was made. today on July 6th I was sent another email saying I "completed a transaction in the Microsoft store". in this email it also stated that my card would be charged soon. when I checked my bank statements to confirm the money had not gone through or if there was a problem on my end, the specific bank statement had disappeared, however you can see in the amount of money that was in the account prior to this purchase and after this purchase shows where $106.99 was removed from the account seemingly without a trace. this makes no sense to me as I have already been charged for this and as I stated above the money was removed from my account and I have not received a refund. I have tried multiple times to speak with a representative of the company but am constantly blocked by automatic bots that tell me there is no way to assist me. I refuse to be charged twice for something I have already paid for and I am not sure what else to do.

  Business Response

  Date: 07/14/2025

  Dear ***** *********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

  Customer Answer

  Date: 07/14/2025

   
  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:07/06/2025

  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.

  Paying for an subscription with Microsoft 365 and I'm having too many problems getting help with this company!! I cannot get any work done in Microsoft 365 when Im done typing all my work into 365 they put me on restrict editing which I didnt ask 365 to perform. No matter what I do it cannot be taken off restrict editing. They also have totally messed up my account they have too many emails on my account, and I did not authorize it. It is a total mess, and I cannot get Microsoft to respond. I cant get help from anyone at 365 Microsoft via phone and the wait time is horrible. Can I please speak with someone in the office of the president at Microsoft please. They must know about what is going on and how their customers are being treated. Thank you in advance for all your support.

  Business Response

  Date: 07/11/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:07/05/2025

  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.

  I have an active subscription to game pass ultimate, but whenever I go to play an online game, it redirects me to purchase a subscription. As I own all of the subscriptions, the only option I have is to go back, creating a cycle. Microsoft has absolutely no way to contact a live person for assistance with technical difficulties such as this. I have searched high and low andhave even talk to the ** chat that which is even less helpful. I want to be able to utilize the service I pay for but seeing as I cant talk to anyone from Microsoft, I feel I have no other option but to make a complaint with the Better Business Bureau.

  Business Response

  Date: 07/10/2025

  Dear ******* ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is 7081073392.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/03/2025

  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.

  Good Afternoon,I hope this email finds you well, Iam sending this email because my main microsoft account has been hacked and I have messaged support about a month ago and they said that they would need to transfer my main account to a brand new account. So I created a new Microsoft Account *************************** and then they sent me this email "SIR21379392 - Account Escalation Request" and they asked to fill out information like where did i first create the account, last 4 digits of my card and so on. I have filled it out and sent it and since then been waiting for a response. Little did I know, I would never receive a response. so after 3 weeks i have opened another Ticket with customer support and asked why i still havent gotten a response and they said that they will work on it and i have explained everything to them once again and they said that i would get a response in ***** hours and guess what, still no response. then they have sent me an email "SIR21379392Duplicate Account Safety Escalation" which says that i have already opened a ticket so not important. so next problem is that I have bought 3 Months PC Game Pass Subscription, and as I wasnt able to use it because of Microsoft having a terrible customer support, I would need to be compensated on the month that I lost with my hacked account. Thank You! Thats all.

  Business Response

  Date: 07/10/2025

  Dear ****** *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. 
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/03/2025

  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.

  On May 10, 2025, I purchased an Xbox Elite Wireless Controller Series 2. I received the controller on May 14, 2025. I used the controller for a couple days and noticed an issue where one of the thumbsticks was defective and drifting without me touching the controller, so I initiated a return of the device on May 14, 2025. On May 17th, 2025 I shipped the device back to ******************** using the provided return label, The device was received at their facility in *******, ** on May 28th. On June 23, 2025, I noticed that the device still hadn't been refunded, even though Microsoft stated a refund within 4-5 business days of being received. I contact Microsoft Support and they issued an escalation ticket to resolve my issue. One week later, the order still showed pending a refund, so I called Microsoft again and the agent said there was a case to email me about the status of the escalation ticket on Wednesday, July 2nd. On Thursday, July 3rd, I checked my email and I was not contacted, nor was the order refunded, so I called Microsoft for a 3rd time. The agent stated I was not contacted as promised because there was no update on the ticket. I asked for a supervisor to return my money and was placed on hold for 125 minutes before I was forced to end the phone call. I am requesting Microsoft Executive Relations to return the money owed to me and compensate me for the excessive time I'm being forced to spend dealing with their issue.

  Business Response

  Date: 07/11/2025

  Dear **** ****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 07/11/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by Microsoft in reference to complaint ID ********. While Microsoft's response does not specifically resolve my issue, it appears to be a step in the right direction. Microsoft did not give a timeline as to when a member of the senior customer service team would reach out, so I will follow-up with the BBB if I am not contacted within the next 7 days.

  Sincerely, 
  
  **** ****

• Initial Complaint

  Date:07/03/2025

  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.

  I signed up for a 30-day "free trial" in April, 2025 and canceled the subscription in May. Then I was billed $10.84 in June and July. I spent 4 hours on the phone to 5 different agents in ***** who refused to cancel the subscription. First they said they located the account but needed a full screenshot of my bank account transactions, which I would not provide as it contains secure bank account information and would enable hackers to get into my bank account. They refused to cancel the account or refund the money. The 2nd call, they said it was a different account that billed me, and I would have to provide account details of this unknown-to-me account in order to proceed. ALL of the phone **** were hostile and denied they could access their own database to research the account mixup or resolve the problem of the illegal billing, even though I had provided full name, dates, charges, a copy of the bank billing, including all details. I was supposed to somehow guess what account was linked to the incorrect billing, if it really was a 3rd party involved because their phone help seemed to be dishonest, and unfriendly.

  Business Response

  Date: 07/10/2025

  Dear ***** ***********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:07/03/2025

  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.

  Hi there. I think this is a longshot but my autistic son's Xbox account has been permanently banned, although he only had 3 strikes on the account which were due to expire this month. The appeal process was really unhelpful. We were given no information at all about the reason for the ban initially other than it was a violation of the community standards so I used the appeal option to ask for more information. They then provided a little bit more which allowed me to discuss with my son and (we think) work out the reason for the enforcement. However, now I cant provide further info to appeal the unreasonably harsh enforcement action. I'm trying to find someone to look at the context (although I'm not denying he breached the standards) who might consider a lesser sanction (maybe a temp suspension). I'm providing more detail below, as I couldn't provide this via the heavily restricted appeal process:My son has diagnosed disabilities which affect how he learns and how he views things. He is autistic and so needs help understanding ********************* He also has **************** which, combined with his autism, means he is socially quite behind and is still learning about appropriateness and context. It also means he relies heavily on the online community for socialising. He is quite isolated and lonely, as struggles with face-to-face interactions.He is devastated. He has definitely learnt a ****** in thinking more about what he says/shares, and we will be monitoring more too.I know you don't have to do this, but giving him a chance to learn instead of cutting him off from the one activity he enjoys and that connects him with his peers would have a disproportionate impact when compared to another person. I can guarantee that the action would still have the intended consequence too of keeping the community fun and safe for everyone because he is inconsolable and I know he would go over the rules daily if it meant he could be given a bit of ******

  Business Response

  Date: 07/10/2025

  Dear ****** ********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 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 7081056519.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/02/2025

  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.

  Tell Us About Your Problem:My Microsoft account was compromised by a hacker who changed the recovery email to ************************* After discovering the breach, I was able to use the hackers own recovery email during the password reset process to regain access to the account.Once back in, I immediately replaced the hackers recovery information with my own: *************************** a valid and active email address that I still have full control of.However, shortly after making this change, Microsoft locked and then permanently suspended my account, claiming that due to updated security information, they could no longer help with recovery. I have been told by support that there is nothing they can do, as their system automatically blocks recovery after a security update even if the update was made by the rightful owner.This situation is extremely frustrating. I was the victim of a hack, and after successfully taking back control of my account and updating the security info, Microsoft punished me by locking me out entirely. I now have no access to:My personal and professional files in ******** My paid content, including ********************** or subscriptions tied to my Microsoft account ********************* automated system has clearly failed in this case, and customer support has refused to escalate the issue to someone who can verify ownership manually.What I'm Requesting:I want Microsoft to:Manually investigate and restore access to my account.Unlock the account and confirm that *************************** is now the correct recovery contact.Restore all purchases and content, or alternatively, transfer them to my new Microsoft account.Provide a clear explanation of why the account was locked after I secured it from an active breach.I have no problem providing any verification required past passwords, device history, IPs, proof of purchase anything needed to prove I am the rightful owner.

  Business Response

  Date: 07/09/2025

  Dear ******* ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 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 7080930147.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation