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 Store

  4200 Conroy Rd Orlando, FL 32839-2400

• 

  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

• 

  Microsoft Corporation

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

• 

  Microsoft Corporation

  PO Box 14647 Tucson, AZ 85732-4647

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:07/27/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I pay $23 per month for Gamepass ultimate and expect to be able to play games from the gamepass library and my own downloaded games. However there's an outage today and has been for over 8 hours, Microsoft claims they're fixing it However its not fixed yet and because of that I can't play any of my owned downloaded games or games from the gamepass library or play online because of that. I can't use a service I paid for and I personally find this unacceptable. Microsoft hasn't offered any compensation for the issue despite it being an issue for over 8 hours. When customers pay for a service they do so with the assumption that they can use the service they pay for. But in this case we can't. I'd like the company themselves to contact me and hopefully offer some form of compensation because of the issues.

  Business Response

  Date: 07/28/2026

  Dear REMOVED,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concerns about an Xbox REMOVEDinterruption.

  We acknowledge that a service outage occurred and apologize for any inconvenience this may have caused. Our review confirms that the service incident was resolved shortly after it was identified and is no longer impacting Xbox services.

  We were unable to verify the extent of the impact described in your complaint. Additionally, we found no record of a support request associated with the email address provided in your escalation, and we were unable to locate an active Xbox Game Pass subscription under that email address.

  If you continue to experience issues accessing Xbox services, please complete the following troubleshooting steps:
  1. Remove and re-add your profile
  Settings > Account > Remove Account
  Turn off the console and unplug it for 30 seconds
  Reconnect the console and turn it back on
  Re-add your profile

  2. Clear the alternate MAC address
  Settings > Network Settings > Advanced Settings > Alternate MAC Address
  Select Clear
  Restart the console

  3. Test a different network connection
  Switch between Wi-Fi and a wired Ethernet connection
  Alternatively, connect the console to a mobile hotspot

  4. Reset the console while keeping games and apps
  Settings > System > Console Info > Reset Console
  Select Reset and keep my games & apps

  Regarding your request for compensation, we understand your concerns regarding the temporary service interruption. However, based on our review of the available information, we are unable to provide compensation in this case. This determination remains unchanged.

  If you require additional assistance, you may request a callback from Xbox Support using the following link: REMOVED

  As our review has confirmed that the service outage has been resolved and we have provided the available guidance regarding any remaining troubleshooting, no further action is available through this process. Therefore, this case is closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 07/28/2026

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

• Initial Complaint

  Date:07/26/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Started an email under REMOVEDNow the account wont recognize my password one week later. It will not allow me to reset the password using phone number, or anything else. There is no human contact to reach out too.

  Business Response

  Date: 07/27/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  Our investigation indicates that the password for your Microsoft account has not been changed. If you are unable to sign in because you do not know or cannot remember the password, you will need to reset it. We also found that no security information, such as a recovery email address or phone number, was added to the account. As a result, the Account Recovery Form is the only available method to regain access.
  
  Please visit REMOVEDand provide the information necessary to verify that you are the rightful owner of the account. You may submit the form up to two times per day. We recommend providing as much accurate and unique information as possible, including information that may not have been submitted previously.
  
  Please note that the Account Recovery Form is reviewed by a member of Microsoft's security team. Successful completion of the form is required before access can be restored, even if other security features were previously enabled on the account.
  
  If the information provided is insufficient to verify account ownership, or if the form is not successfully completed, Microsoft will be unable to provide further assistance due to its security and privacy obligations. In that event, no additional action will be available regarding this matter and the case will be considered closed.
  
  If you need to contact Microsoft Support, you may request a callback through the following link: REMOVED. Please note that you will need to have access to a Microsoft email address in order to submit your support request and receive communications from the support team.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 07/28/2026

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

• Initial Complaint

  Date:07/23/2026

  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.

  I maintained five Microsoft accounts: two email-only accounts ($4.20/month each) and three Microsoft 365 accounts ($450/year each).On May 21, 2026, I transferred all five accounts to GoDaddy and paid $2,200.39 for three years of service. (GoDaddy Receipt #REMOVED.)Despite the migration, Microsoft continued billing me. On June 16, 2026, I was charged $450 (Microsoft Invoice #G165412255), and on July 5, 2026, I was charged an additional $8.40 (Microsoft Invoice #G168687445).I spent approximately REMOVEDhours on the phone with Microsoft and GoDaddy trying to resolve this issue. Microsoft repeatedly directed me to GoDaddy, while GoDaddy insisted Microsoft had to resolve it.Reaching Microsoft's billing department was extremely difficult. I was repeatedly redirected to the Microsoft Admin Console, which I could no longer access because the migration redirected my account management to GoDaddy.A GoDaddy supervisor even stayed on the phone while we contacted Microsoft. Microsoft Support repeatedly disconnected the call, including hanging up on their own sales agent that was trying to help REMOVED's migration team later confirmed three accounts had not been properly canceled during the migration and stopped the recurring charges. However, REMOVEDdenied responsibility because Microsoft processed the charges.Microsoft states REMOVEDis its authorized partner. As a customer, I should not be caught between two companies refusing responsibility. I am requesting reimbursement for the improper charges and that Microsoft and GoDaddy determine responsibility between themselves.

  Customer Answer

  Date: 07/27/2026

  Hey,

  
  

  Microsoft coincidentally called approximately an hour or 2 after I filed the complaint and they fully resolved the issue finally!

  
  

  Thank you!

  Deny

• Initial Complaint

  Date:07/21/2026

  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.

  My Microsoft account was wrongfully locked, and the automated customer recovery options have repeatedly failed to resolve the issue. I am not seeking a financial refund. I simply request manual intervention from a Microsoft customer service agent to verify my ownership and restore access to my account, digital purchases, and data. The account name is REMOVEDand the lock email is REMOVED

  Business Response

  Date: 07/22/2026

  Dear REMOVED,
   
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account. 
  
  Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live.   
   
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.  
   
  You can review the full Terms of Use at: REMOVED;
   
  You can review our Microsoft Services Agreement here: REMOVED;
   
  You can review our Code of Conduct at: REMOVED;
   
  For additional information regarding your ban or to file a case review, please visit REMOVED. After signing in to REMOVEDwith the account that received the suspension, you can navigate to the Enforcement History section of the website and see your active and completed suspensions. There is a drop down labeled Reason for action that you can click to see the exact text that resulted in the suspension. If non-text content was part of the violation, you will see a message that says This action occurred due to infringing image, audio, or other multimedia content in sent messages.  
   
  No refunds will be provided as outlined by our services agreement and this case is closed.  
   
  Sincerely,   
  Microsoft Corporation

  Customer Answer

  Date: 07/22/2026

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

• Initial Complaint

  Date:07/20/2026

  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 account was compromised, Ihave provided the legal billing name, matching credit card details, and the exact financial transaction ID for your Minecraft purchase, but the front-line agent refuses to process the data or escalate to a supervisor.

  Business Response

  Date: 07/21/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  Our investigation confirmed that an account recovery request was submitted for the account in question. 
  
  However, the information provided did not meet the requirements necessary to verify account ownership, and the recovery attempt was not approved.
  
  Under Microsoft account security policies, purchase, billing, or transaction information alone cannot be used to grant access to an account or to override the account recovery process when account ownership cannot be successfully verified.
  
  To help protect customer privacy and account security, REMOVEDcan only provide account access assistance when account ownership can be successfully verified.
  
  As ownership could not be verified through the recovery process, we are unable to provide further assistance with access to the account.
  
  Accordingly, no additional action is available.
  
  This case is now closed.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 07/21/2026

   
  Complaint: 25069912
  
  I am rejecting this response because: you are limiting the recovery process based on your arbitrary request for information which i have provided as much as possible. I can further provide proof via credit card statement (proof of purchase) or any other method including submitting identification (drivers license / passport / social security card) literally anything you could need to identify me . please note this transaction was simply $29.99 I do not care for the amount of money in question. this is a video game that my son has spent many hours spending time on and I want to be able to recuperate that account. I have since purchased the game (again) on another account because REMOVEDwill not help
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/18/2026

  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.

  I am regular user of REMOVED's REMOVEDLive. I received an account suspension for making a looking for group post that says "Pirating & Chill" for a game about pirates. The game is Assassin's Creed Black Flag Resynced. It will not let me appeal the suspension. I believe this to be an error by Microsoft's AI enforcement. I want the suspension removed and the infraction removed from my Xbox account's record.

  Business Response

  Date: 07/20/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox REMOVEDaccount suspension.
  
  Our review found that your account was subject to a temporary enforcement action for activity that was determined to be in violation of the Xbox Terms of Use and/or Xbox Community Standards.
  
  The enforcement action expired on July 19, 2026, at 3:58:32 AM.
  
  The temporary suspension has already been lifted, and your account should have full access to Xbox REMOVEDservices at this time.
  
  Xbox enforcement actions are applied in accordance with the Microsoft Services Agreement and Xbox Community Standards. 
  
  Microsoft does not remove valid enforcement actions or alter enforcement history records when they have been applied through the established enforcement process. 
  
  Accordingly, we are unable to grant your request to remove the enforcement record associated with this action.
  
  For additional information regarding Xbox policies, please review the following resources:
  
  Microsoft Terms of REMOVEDStandards:
  REMOVED
  
  Xbox Enforcement:
  REMOVED
  
  Our review is complete, and we consider this case closed.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 07/20/2026

   
  Complaint: 25062418
  
  I am rejecting this response because:

  I would like clarification as to what part of my post was in violation and how exactly it was. It is a game about pirates, I was seeking people to play with, "pirating" and hang out with, "chill". I would like further clarification as to what specifically caused the post to be flagged and specifically what area does it go against code of conduct and how? 
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/17/2026

  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 requested a refund from Microsoft for the undelivered product (service request REMOVED), and my request was denied the same day, 7/15/2026, citing refund policies without any apparent investigation into whether the product was actually delivered. On 7/16/2026, I called Xbox Support to escalate and received no resolution. I also attempted to resolve this through Xboxs AI chat support, which was unable to address the issue or connect me to a live agent capable of meaningful help.I have documentation supporting every part of this complaint: screenshots of my REMOVEDtransaction log showing every transaction on my account with no cash card deposit, a screenshot of the refund denial, and my Microsoft order history showing the purchase date and payment. My phone call records and chat transcript with Microsoft support from July 16, 2026 can be pulled from Microsofts own records for verification. A refund policy should not apply to a paid product that was never delivered, and I have exhausted Microsofts standard support channels.Desired resolution: Either (1) a full refund of $21.64 to my original payment method, OR (2) delivery of the GTA$1,500,000 I paid for, plus a goodwill credit of GTA$1,000,000 for the time spent escalating this issue, the same-day denial without investigation, and the inability to reach effective support through Microsofts AI chat system or customer support line.

  Business Response

  Date: 07/20/2026

  Dear Imunni REMOVED,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your GTA Online currency purchase.

  After reviewing the matter, purchases of in-game currency are generally non-refundable under Microsoft's refund policies. However, as a one-time exception and based on our review of the purchase, a refund of $21.64 has been approved for this order.

  Please note that refunds are typically processed within 3 to 5 business days. Depending on your financial institution's processing times, it may take up to 30 days for the refunded amount to appear in your account.

  With respect to your request for additional compensation, we are unable to provide compensation in this matter. As the refund has been approved, we consider this matter resolved and no further action is available.

  This case is now considered closed.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 07/20/2026

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

• Initial Complaint

  Date:07/15/2026

  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.

  My Microsoft account has been blocked. I filed an appeal and they withheld the block saying I abused platform and services with no other information. I have literally never done anything. I only use my computer for work. I dont have REMOVEDon it or any other social media.

  Business Response

  Date: 07/15/2026

  Dear REMOVED,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account suspension.

  To verify ownership of your Microsoft account, please complete the Account Recovery form at: REMOVED

  This is the only available method for regaining access to the account. The form may be submitted up to two times per day, and we recommend providing as much accurate and unique information as possible, including information that may not have been included in previous submissions.

  Please note that the form is reviewed by a member of Microsoft's Security team and must be completed successfully, even if two-step verification is enabled on the account. If the validation requirements are not met, or if the form is not successfully completed, we will be unable to provide further assistance due to Microsoft's security and privacy obligations. In that event, no additional action will be available regarding this matter, and the case will be closed.

  If the account recovery process is successful, we can review the account suspension request. However, please be advised that if our investigation confirms a violation of the Microsoft Services Agreement or other applicable policies, we may be unable to overturn the suspension or provide further assistance.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:07/15/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 14, 2026, I contacted Microsoft for help redeeming a physical Microsoft Store merchandise-return card issued directly by an official Microsoft retail store in 2019. The original envelope states a value of $53.11. The card uses a legacy 30-digit card number and 16-digit PIN, while REMOVEDcurrent redemption system only accepts 25-character codes.I contacted Microsoft through both chat and telephone support and was repeatedly transferred between Xbox, Office/Windows, and Microsoft Store support. Microsoft agents stated that legacy cards are no longer supported and instructed me to contact the retailer or physical store. That is impossible because Microsoft itself issued the card, and Microsoft subsequently closed its physical retail stores.Microsoft support also stated that it no longer has a system capable of checking the cards balance. The legacy balance telephone number does not accept the cards format, and Microsofts current telephone support directed me back to chat.I still possess the original physical card and its original envelope showing $53.11. I no longer have the 2019 return receipt, but there was no indication that a receipt would need to be retained indefinitely in order to use Microsoft-issued store credit.I am requesting that Microsoft verify the card using its card number, PIN, barcode, or internal records and reissue the $53.11 as usable Microsoft account credit or a current Microsoft gift card. If Microsoft cannot reissue the credit because it retired the legacy system, I request a refund of $53.11. I can provide pictures of the gift card itself that are uncensored through a secure file but they are part of the support cases below.

  Business Response

  Date: 07/16/2026

  Dear REMOVED, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding refund request for a physical Microsoft Store gift card.  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 is7105824159.

  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  
  

  Customer Answer

  Date: 07/24/2026

   
  Hi BBB, 
  
  I'm satisfied with the business's resolution to complaint ID REMOVED.  They have reached out to me and have mentioned they are having a senior member of their finance and accounting team looking at this issue. With that being said, if this issue persists afterwards, I will reopen the case. 
  
  Thank you.
  
  REMOVED

• Initial Complaint

  Date:07/14/2026

  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 Microsoft account got hacked so I tried their online help tool with no avail then I finally after a week of trying got in contact with their support and was told they saw my account was hacked but there is nothing they can do and I would have to buy everything back again with is worth at least a couple hundred dollars

  Business Response

  Date: 07/15/2026

  Dear REMOVED,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  As per our investigation, we can confirm that you have submitted the account recovery form; however, you did not pass any of the attempts, as account ownership could not be verified.
  
  Due to security and privacy reasons, no further assistance can be provided.
  
  Therefore, this case is now closed.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 07/15/2026

   
  Complaint: 25047201
  
  I am rejecting this response because:

  Yes I agree when I did the online help tool I did not "past" which shouldn't be true I made the account either way per your guidelines the hacker shouldn't have been able to remove and replace my account information until a 30 days grace period but somehow they were able to plus I find it weird that when my other accounts from other companies were also hacked they're support had no problem helping me recover with less information than this. Didn't Microsoft get sued literally a week ago for doing this exact same thing? I find it ridiculous that a company that's this hard set up forcing an account on windows 11 has this abysmal support. (This response is meant to Microsoft not the BBB you guys have been extremely helpful)
  
  Sincerely,
  
  REMOVED