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

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  Microsoft

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

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Store

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

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  PO Box 22810 Salt Lake Cty, UT 84122-0810

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:09/09/2025

  Type:Delivery 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.

  Placed an order on XBOX design labs on August 29th order number (XDL-001058476), which has been stuck in processing ever since. My complaint is that there is no way to contact customer support to inquire status, which is unacceptable in 2025!

  Business Response

  Date: 09/16/2025

  Dear ***** ********.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Design Lab order placed on August 29th. We understand how frustrating it is to see your order stuck in processing, and we sincerely apologize for the inconvenience.
  
  Xbox Design Lab has been undergoing a platform update since early 2025, which has caused delays and limited support availability. While we regret the lack of direct contact options, you can check your order status by logging into your account at:
  
  **************************************************************************************
  
  If your order still shows as pending and you have not received a confirmation email, we recommend requesting a cancellation and placing a new order once the service is fully restored. Unfortunately, changes to shipping details or expedited processing are not possible at this time.
  
  We appreciate your patience and understanding as Xbox works to resolve these issues. If you need further assistance, please provide the email account used to purchase the order. 
  
  Warm regards,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/16/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:09/07/2025

  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.

  I have been the owner of the Microsoft account with the email ************************************** for several years. During that time, I have made significant use of the account in Minecraft and related services. Over the years, I have purchased and invested in cosmetics and have also earned revenue from selling Minecraft-related content (IN-GAME), totaling approximately $10,000 ANUALLY.Recently, my account was locked without any clear explanation or evidence of wrongdoing. I was informed it was for a Terms of Service violation, but no specific violation was ever explained to me. I have appealed through the official support channels, but Microsoft has refused to reinstate my account or provide sufficient reasoning.This lockout has caused me substantial harm, as I have lost access not only to the digital goods and purchases tied to my account, but also to the ongoing income I rely on from *******************. I have been a loyal, long-term customer, and I believe my account has been unfairly and wrongfully disabled.I am requesting that Microsoft review this matter seriously and unlock my account, or at minimum, provide a clear explanation and path for resolution.

  Business Response

  Date: 09/11/2025

  Dear Xihung ***, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.

  Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. 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:09/07/2025

  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.

  For some unknown reason, my Microsoft account (which I use exclusively for my email address) was blocked several weeks ago. Microsoft tells me this: "We have detected unusual activity on your Microsoft account (my hotmail email address), or we believe your credentials are at risk.For your security and to ensure only you have access to your account, we will ask you to verify your identity and change your password."The problem is that I can't complete this process because my recovery address was deleted without my realizing it some time ago, as I hadn't used it for too *******, to recover my Microsoft account, I have to fill out an online questionnaire, then wait to hear back from Microsoft (less than 24 hours, according to the website). After a first attempt, recovery was immediately denied, again for some unknown reason, after only a few seconds. Then I tried again a few days later. That was a month ago, and I still haven't heard back from Microsoft. I tried again last week with, again, no answer. This is a complete mess: I no longer have access to dozens of essential business contacts, hundreds of important notes I used to send to myself, very important contacts in government departments, and so on. This blockage is causing me countless problems and significant financial ********* matter how many ways I try to contact Microsoft customer service, the company's website never offers me the option and always redirects me to this recovery form that doesn't work.When such a level of negative consequences is involved, a company with a modicum of ethics should respond to me and correct the situation.

  Business Response

  Date: 09/11/2025

  Dear Nic *****, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.

  Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. 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:09/06/2025

  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.

  Date of ban 2025/08/06.15:21 Microsoft put an unjust ban on my Xbox live account. Received an email informing me. My xbox live account has been band bue to suspicious behavior with my xbox account email. Went to the enforcement website found no more details to the reason for the ban... Used my appeal to try and find out what happed and to get more details and they denied my appeal... Tried using the feedback option to plead my case and asked them to look again because i did nothing wrong.Spent so much money on my Xbox i dont want to do something to risk my account. Why would i do that

  Business Response

  Date: 09/11/2025

  Dear *** ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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: 09/11/2025

   
  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.
  

   

  Just thank you so much for looking into this issue and Im truely sorry to take up your time with this

   

  Sincerely,
  
  *** ******

• Initial Complaint

  Date:09/05/2025

  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.

  I have been indefinitely locked out of my Microsoft account due to suspicious activity however I have had no fraudulent charges on cards or anything. I have filled Microsofts account recovery form many many times. Included all information and still get an automated reply that this isnt enough information to validate that I am the owner of the account. Also talked to a support agent that told me this form is the only way to recover my account. I can verify every piece of information linked to my account and its ridiculous that a human can not assist me. I have spent thousands of dollars through XBOX and now all of that money and product is lost? I dont think so. I will file legal action if this is not resolved. Not only that but their are hundreds of people online Reddit etc that have had this same issue and never get back into their account or recover any money at all. This is criminal and the next step is a class action lawsuit. My Microsoft email is *************************** I expect a phone call from an account executive

  Business Response

  Date: 09/10/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form submitted on September 1st 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

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23844722
  
  I am rejecting this response because:

  yes I have filled out your account recovery form many times with no avail. This is ridiculous like I said, maybe a class action lawsuit will help correct your customer service problems and allow your customers different options on account recovery. Literally gave you my card info and console id where I have spent all of this money! And you all still tell me it isnt enough information. Ive read thousands of other complaint about this same issue on Reddit and I will be contacting those people and posting about this matter. Im not looking for compensation here! I simply want my account that I have spent money on back! Sad all the money your company makes and is too cheap to even pay an India based call center for customer service.

  Thieves 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/05/2025

  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 didn't receive the in game item and have tried contacting support and nothing has happened. I contacted both epic support and Microsoft support and have gotten no answer to my issue. I wish to have this escalated to a higher level of support capable of assisting me with the issue related to the redemption of my code

  Business Response

  Date: 09/11/2025

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

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the missing Fortnite Eon Bundle item.
  
  We understand how important it is to receive the content you've purchased. While Microsoft facilitates purchases through our platforms, the Fortnite Eon Bundle is developed and managed by **************. As such, Microsoft Support does not have access to ****************** and is unable to verify or deliver in-game items.
  
  To resolve this issue, we recommend contacting Epic Games Support directly. They will be able to investigate the matter and assist you further. You can reach them through the following official channels:
  
  *************************************
  *************************************c-Category_Fortnite
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:09/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Outlook email account was hacked on August 18, 2025. Immediately after noticing the breach, I contacted Microsoft Support and followed their instructions to recover my account. I provided all the requested details and verification information to prove ownership of the account.Instead of restoring my access, Microsoft permanently blocked my account. It has now been inaccessible for more than two weeks (17+ days). This has caused significant problems because my Outlook account was linked to multiple personal and professional services.I believe there was a security failure on Microsofts part because I never received any security notification or alert about the suspicious activity on my account before it was compromised. Since then, I have repeatedly contacted Microsoft, but I only receive generic responses. They have not provided a clear path to regain access, nor have they offered an alternative solution such as transferring my data to a new verified email.I am very frustrated because I followed all the proper procedures and proved ownership, yet instead of resolving the issue, Microsoft restricted me further. Their handling of this case has left me without access to my important personal data and services.I am filing this complaint through the BBB because Microsoft has failed to properly resolve the issue directly.

  Business Response

  Date: 09/11/2025

  Dear ******* ********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Outlook account recovery issue. We understand how distressing this situation is and appreciate your persistence in seeking resolution.
  
  Please note that Microsoft enforces strict security protocols to protect user accounts. The only official method to recover a hacked account is through the Account Recovery Form (ACSR), available here:
  
  *****************************
  
  If your initial attempts were unsuccessful, we recommend retrying the form using a device and location previously associated with your account. Include as much detail as possible such as past passwords, email subjects, and contacts to improve your chances of success.
  
  Unfortunately, Microsoft does not offer live chat or phone support for consumer account recovery due to security risks. All recovery must be completed through the secure online form.
  
  We understand the impact this has had on your personal and professional services and sincerely regret the inconvenience. 
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/11/2025

   
  Complaint: 23844050
  
  I am rejecting this response because:
  
  I cannot accept Microsofts response because it does not resolve my issue.
  I have already followed the instructions provided by Microsoft, including submitting the Account Recovery Form (ACSR) multiple times using the official link they provided. I have carefully included all possible information (previous passwords, contacts, and other requested details) and submitted the form from a recognized device and location. Despite these efforts, Microsoft continues to reject my recovery attempts and has now blocked the account completely.
  The account remains inaccessible, and Microsoft is not providing any alternative method of verification or direct support, leaving me without a solution. Simply redirecting me back to the same recovery form, which I have already tried repeatedly without success, does not resolve the problem.
  For this reason, I must reject their response and request that Microsoft provide a real path to regain access to my account.

  NOTE: Attached is the official response I received directly from Microsoft (in Portuguese). This shows that despite following their instructions, my account recovery was denied and the account remains blocked.
  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:09/04/2025

  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.

  Hi, I had a nephew that was staying with me after his mother passed away. It was a temporary living situation . He was using the Xbox and I was working alot and he went to use the Xbox one day and it said it was banned from the network and could not be used. I spent over $500 on the Xbox and at least over $5,000 in the last year alone on games, GTA money, Xbox live, GTA+, Roblox and buying games. They won't even tell me what the ban was for and said it was permeant. I feel like they know I played the game everyday for years, and spent all this money and know that if they banned my Xbox from the Xbox network I would be likely to go back out and spend $500 again on another Xbox. My appeal for account was approved (solely just my account name not my ********************** console) but my permanent ban for the Xbox console network was denied? How does that make any sense when they both were banned for the same reason which they will not even give me. Just denied my appeal. How am I supposed to give any insight or information on my side of the story of the ban if I'm not sure of even being told what it for. Theres money I spent and saved up for just down the drain down as the console is unusable on the Xbox network and obviously for no reason. Also got a strike against me for typing bich (which is my cousin's name which I can prove). I just want reason why it was banned and want my console to work properly again.

  Business Response

  Date: 09/11/2025

  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:09/03/2025

  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.

  I keep receiving emails associated with a Microsoft Azure account I have not used in years, and wish to delete - an example is attached. However all attempts to follow links, contact support, or use the system result in an impossible-to-understand error message shown in the attached snapshot. No other mechanism seems to exist to resolve this issue such as a customer support line, or chat, and I am at my wits' end!

  Business Response

  Date: 09/09/2025

  Dear ***** ********.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the emails you've been receiving about a Microsoft Azure account you havent used in years, and the difficulties you've encountered trying to manage or delete it.
  
  Issue Summary
  Based on the error message you shared, it appears your Microsoft account is not recognized within the Azure tenant you're attempting to access. Specifically, the system reports:
  
  AADSTS16000: User account does not exist in tenant 'Microsoft Services' and cannot access the application.
  
  This typically occurs when a personal Microsoft account (e.g., @***********, @***********, @********) is used to access a tenant or subscription that requires an Azure Active Directory (AAD) identity.
  
  Recommended Actions
  
  Use the Correct Portal for Personal Accounts
  Please visit ****************************************** to manage your personal Microsoft account. This portal is designed for non-AAD users and may allow you to adjust notification settings or close the account if desired.
  
  Stop Azure Notifications
  The emails youre receivingsuch as the one regarding TLS updatesare linked to an old Azure subscription (XopherSD-PAYG). If this subscription is no longer in use, you can:
  
  Sign in at ************************ using the correct credentials.
  Navigate to Subscriptions and cancel or delete any active subscriptions.
  If access is blocked due to tenant mismatch, proceed to the next step.
  
  Contact Support Without Azure Sign-In
  Since you're unable to access the Azure portal due to tenant issues, you can:
  
  Use **************************************************** and select Account & billing > Microsoft account.
  Alternatively, post your issue on ************************************************* where Microsoft engineers and community experts can assist.
  
  Close the Account (Optional)
  If you wish to permanently close your Microsoft account, follow the steps at *************************************************************. Be sure to back up any data before proceeding.
  
  Best regards, 
  
  Microsoft Corporation

• Initial Complaint

  Date:09/03/2025

  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.

  August 10 I had an issue with my Xbox ex I called Microsoft. They told me to reset the machine after resetting the machine it dropped myXbox live ultimate subscription when I called Xbox to have this fixed. They told me that there was issues that that I couldnt get this fixed, they were rude to me. They promised multiple times to call me back and they didnt. The customer service was awful. Ive never been upset as I was for them justa lack of of working with me and they want me to do the legwork for to resolve this.

  Business Response

  Date: 09/09/2025

  Dear ***** ****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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