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 Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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:08/04/2025

  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.

  I am a student and ******** user whose account was hacked. As a result of the hackers actions, my account was restricted due to violations of the ******** User Agreement violations that I did not commit.I contacted ******** support in May 2025, explained that I was hacked and provided screenshots as a proof and requested account recovery. I submitted multiple ID verifications and followed all support procedures. They told me they would investigate, but after months of no action, I received an incompetent response that my account is permanently restricted with no care about my specific situation.I then attempted to create a new LinkedIn profile using a different email address. During identity verification through Persona, my ID was not accepted, and I was again locked out. Now I cannot recover my old account or create a new one, leaving me completely cut off from a platform I depend on for academic and professional networking.This situation is deeply unfair and has caused serious harm to my education and career opportunities. I am requesting that ********:1. Reopen and fairly review my original account with proper investigation.2. Allow me to create a new LinkedIn profile if the original cannot be recovered.I am willing to cooperate fully, provide valid identification, and work with ******** to resolve this professionally.

  Business Response

  Date: 08/11/2025

  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 **********.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/11/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, Thank you for your reply and willingness to have a ******** representative contact me. I am ready to work directly with your team to resolve this matter as soon as possible.
  
  
  
  Sincerely,
  
  Israa Elmay

• Initial Complaint

  Date:08/03/2025

  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.

  In September 2011, when I was 14 years old, Microsoft permanently banned my Xbox Live account for alleged "marketplace theft," setting the ban to December 31, 9999.Key facts:- My parents were divorced; each household had an Xbox 360. I moved between houses weekly and needed to install previously purchased downloadable content (DLC map packs, add-ons, etc.) on each console to keep playing.- Once DLC was purchased, the Xbox Marketplace would not allow customers to buy the content againonly the "Redownload" option appeared, making redownload the only way to get content on a second console. This makes it clear that Microsoft allowed customers to redownload their digitally purchased content as desired.- Microsoft's automated review system did not account for legitimate multi-console use; these valid redownloads triggered its fraud filter, and I consequently fell victim to the widely reported September 2011 "marketplace theft" ban wave.- Microsoft provided no meaningful appeal path; every request gave only an automated denial with no human review.- As a result of the ban, I lost hundreds of dollars in digital content and years of achievements, despite no wrongdoing.Why I'm filing now (extenuating circumstances):- Due to my young age when this transpired, I did not know to pursue formal complaint channels. The ban punished a minor who was following Microsoft's own marketplace rules while under a split-custody arrangement. The loss still affects me and undermines confidence in Microsoft's consumer safeguards.Desired resolution:- A prompt human review of my bantaking into account ********************'s redownload-only system, my seemingly overlooked split-custody edge case, and young age.- A full restoration of my ****************************'s automated policies should protect honest customersespecially childrennot penalize them for using the platform exactly as designed. I respectfully request that Microsoft correct this long-standing error and restore my account.

  Business Response

  Date: 08/08/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox suspended account. After reviewing your complaint we proceed to contact the Xbox enforcement team due only them have the authority to revoke bans and they provide us the following resolution: 
  
  After review of the customer's message and account history, we have decided to lift the permanent suspension placed on the account of iiii ***** iiii. 
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

  Customer Answer

  Date: 08/09/2025

   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.

  I know that something like this complaint may not seem significant to most; however, it truly means the world to me. I am exceptionally thankful that the Better Business Bureau was able to assist in my case. I felt powerless to resolve this situation on my own and have carried the weight of it for nearly 14 years. Thank you for giving consumers like me a voice.
  

  Very best,
  
  Brody

• Initial Complaint

  Date:08/02/2025

  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 account on ********************** for over a decade. My account was used to purchase online items from a different location from my residence. I caught wind of it and deleted the payment options before it was used further. All payments went through sadly and I just have to accept that I didnt have my account secure enough. Ive now been trying to add payment options onto my account but cannot. ******************** has placed a block for all payment options. Ive contacted Microsoft Support multiple times now and they refuse to unblock the payment option on my account. They say a specialized team takes care of it but there is no way to contact them directly. I want my payment options on my account unblocked. I am the sole owner of this account. I have fixed any security issue with my account. Ive been in good standing for over a decade with this account. I want full access to my account with all payment options reinstated.

  Business Response

  Date: 08/08/2025

  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 **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/09/2025

   
  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:08/02/2025

  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.

  Subject: Urgent Request for Immediate Closure of Hacked Outlook Account Dear ******************** Account Security Team,I am writing to formally demand the immediate and permanent closure of my Outlook account associated with the email address ************************ My account has been compromised, and I have strong reason to believe that a hacker is actively accessing and potentially leaking my private information.I previously submitted a closure request through your standard process but was informed that account closure requires a 30-day waiting period. This delay is unacceptable and poses a significant risk to my personal and financial security. Allowing this account to remain active for an additional month while compromised creates an unnecessary vulnerability that Microsoft has the ability to mitigate immediately.This is not a request, but an essential step to protect my personal data from further exposure. I insist that Microsoft bypass the 30-day period and terminate the account immediately.Once the account is closed, I require written confirmation sent to my alternate email: *********************** This confirmation must state that the account has been fully and permanently deleted from your systems.Failure to act promptly will leave Microsoft accountable for any further data breaches or misuse of my information due to this delay in closure.I expect a written response and confirmation of closure within 24 hours of receipt of this letter.Sincerely,****** *******

  Business Response

  Date: 08/07/2025

  Dear ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the urgent closure of your Outlook account associated with ************************ We understand how distressing it can be to experience unauthorized access to your personal information, and we take your concerns very seriously.
  
  Microsoft has established security protocols to protect our users and ensure that account closures are handled securely. When a closure request is submitted, the account enters a ****** waiting period before it is permanently deleted. This policy is in place to:
  
  Prevent accidental or unauthorized deletions.
  Allow users to recover their accounts if the closure was initiated in error.
  Ensure that all associated services and data are properly deactivated.
  
  Unfortunately, this waiting period cannot be bypassed, even in cases of suspected compromise. However, we strongly recommend the following steps to secure your account during this time:
  
  Change your password immediately and ensure it is strong and unique.
  Enable two-step verification to add an extra layer of protection.
  Review recent activity on your account at *********************************.
  Remove any unauthorized devices or apps from your account settings.
  Contact Microsoft Support directly at ************************************************************* for personalized assistance.
  
  Once the 30-day period has passed, your account will be permanently deleted, and you will receive confirmation at your alternate email address ************************ as requested.
  
  We understand the urgency of your situation and are here to support you through this process. If you need help securing your account or have any further questions, please dont hesitate to reach out.
  
  Sincerely,
  
  Microsoft Corporation.
  

  Customer Answer

  Date: 08/07/2025

   
  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:08/02/2025

  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.

  Several years ago I purchased a Windows Pro retail license, which is digitally linked to my ******************** account. I have recently upgraded my computer hardware and am trying to transfer the digital license to the new hardware (deactivate license on old hardware; reactivate license on new hardware). However, Windows does not activate on the new hardware, despite logging in with the same Microsoft account that the previous hardware was activated on and following all prompts during troubleshooting. That has been frustrating, but the greatest frustration has been the inaccessibility of customer support. I have been unable to access the supposedly available live chat. When I give my phone number for a callback, the message tells me to press 1 to connect with a representative, but the first two callbacks when I pressed 1, it did not register my presses and eventually ended the call. The third callback did connect; the representative reinstalled Windows and told me to call back **************** if it didn't resolve the issue. It didn't resolve the issue, and when I tried to submit another support request I was told that I had submitted too many requests in 24 hours (even though the first two didn't connect). It has been several days of frustration. I paid for a retail license of Windows Pro and I would like to use it. I have attempted to resolve the issue in good faith through the provided support options, and these have not resolved the problem.I am requesting that Microsoft provide adequate support to transfer my license or provide me with a new Pro retail license ($200 in ***********************.

  Customer Answer

  Date: 08/07/2025

  Hello, 
  
  I would like to withdraw complaint 23691282.  After much effort on my end, Microsoft was able to resolve my complaint.  Despite my frustration with their service, my issue is resolved and I no longer require restitution.
  
  Please feel free to follow up if any additional information is needed, and thank you.
  
  Best,
  *******

• Initial Complaint

  Date:07/31/2025

  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.

  On 7/28/2025, my son received an email from Xbox informing him that his account was permanently suspended. My issue with this is, Xbox gives you 8 strikes before permanently suspending account. Please note that my son has zero strikes, therefore his account should not be banned. Please assist us in reinstating his account. I will await your assistance before reaching out to an attorney for legal advice, as my son has spent well over $15,000 since having his account since 2016. At this point, it seems that Xbox is illegally banning accounts without providing proof of a proper cause. To my sons knowledge, he has not violated any of Xbox rules and this is why he appealed there decision, for which they instantly denied it. His gamer tag is ****.

  Business Response

  Date: 08/06/2025

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

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding the recent suspension of your son's Xbox account (Gamertag: WPSW). We understand how concerning this situation must be,especially given the time and investment your son has made since 2016.

  Wed like to clarify that while Xbox does utilize a strike-based enforcement system for many types of violations, not all enforcement actions follow the 8-strike progression. Certain serious violations of the ******************************************************************************* result in immediate permanent suspension, even if the account has no prior history of enforcement.

  If your son believes the enforcement action was made in error, we strongly recommend submitting a case review through the official ***********************************************. Please note that only eligible enforcement actions will appear for review.

  Additionally, please be aware that any resolution provided by the Xbox Enforcement Team is considered final. Once a decision has been reviewed and upheld, no further appeals can be made through support channels.

  We appreciate your understanding and are here to assist with any questions you may have about the appeal process.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/06/2025

   
  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:07/30/2025

  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 was recently banned on xbox with no reason given but using unauthorized software to make changes to your account, game saves, or interact with Xbox services in an unauthorized way. But i hadn't played on that xbox account ( ll zxfil ll) in 2 days. Again i appealed for it too be unban and they state unauthorized software to make changes but i had never use any "software" to change mess with the xbox services

  Business Response

  Date: 08/04/2025

  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 **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/04/2025

   
  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:07/30/2025

  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 have an Xbox series X. Upon turning it on I was promoted to enter a password for my Microsoft account instead of using the controller to log in as per usual. I went to verify my login through Outlook app. upon doing so I was verified and approved. Upon returning to the unlock page I was told "my password was wrong." This has never happened before and is a glitch. A glitch that has locked me out of doing anything with the hardware that is my Xbox sitting in my living room. To do anything I must be logged in to my physical xbox and that I can't do. I've spent over 5 hrs. sending reports through every outlet I can find and have had no reply what's so ever on how to resolve this can't even get an email from a person, a chat, nothing. I feel I've no recourse, considering I can't even find a way of contacting this company, but to get there attention through third party means.

  Business Response

  Date: 08/04/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (**********************************). You can submit the form up to two times per day.

  Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/29/2025

  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.

  Microsoft banned my Xbox account wrongfully for alleged manipulation of Xbox services

  Business Response

  Date: 08/04/2025

  Dear Kaiden *****,

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

  We understand how important your account is and appreciate you taking the time to share your concerns. Based on the nature of your case, we recommend that you contact our Xbox Enforcement Team, who are the only group authorized to review and respond to enforcement actions.

  You can reach them and submit a case review request through the following link:

   **********************************************

  Please sign in with the affected account and follow the instructions to view your enforcement history and submit a case review if eligible.
  If you have any additional questions or need help navigating the process, feel free to reach out.

  Sincerely, 
  
  Microsoft Corporation. 

• Initial Complaint

  Date:07/28/2025

  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.

  Microsoft is a scam of a company. They refuse to let me cancel my subscription. I was told it would be cancelled on the 15th of July and they keep creating excuses saying they will send it to the team and nothing happens. They are purposely taking as long as possible so I can be billed every month. This is wrong, I have reached out to their employees named Athili ****, Sagar Arya, ******** **** and ****** ******. Emails: *************************************** ****************************************************************, *************************************************************, *************************************************************** They lie and claim they put my ticket on priority but it should not take this long to cancel an account when I was assured it wouldnt take longer then the 15th. Microsoft is known for this type of illegal scammy behavior. I want my account cancelled. I know if anyone from the company responds to this they will pretend like they are helping me to cancel it but wont actually cancel it.

  Business Response

  Date: 08/04/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Commercial Billing Team to investigate this matter and work with you directly toward a resolution. You will be contacted shortly. 

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation