Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,620 total complaints in the last 3 years.
2,303 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/26/2025
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.
On May 26, 2025 an autorenewal charge by Microsoft occurred on my BOA credit card; the amount charged was $99.99. However, ever since I have signed up for Microsoft (online history would only allow me to go back 7 yrs to 2019) I have been charged $69.99. I called the company directly to inquire about the significant increase & was told that it is for 5 devices. I immediately recalled a time that Microsoft "upgraded my account without my authorization" & informed the representative of such but he repeated the info. I then explained that I only have one device but he again repeated the Premium Plan; after the third time I requested to speak with a supervisor of which I was told there are none available. In addition, I sent 2 emails with NO response. I did reach out to my bank & filed a dispute charge on 8/26 but am extremely bothered with their lack of ethics & fraudulent manner not to mention the lack of customer service. I would greatly appreciate any interventions you would take on my behalf
Business Response
Date: 09/03/2025
Dear ****** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We understand that you've encountered a concern regarding the recent increase in your Microsoft 365 Personal subscription fee, and we sincerely regret any inconvenience this may have caused.

We would like to provide some clarity:

Recently, Microsoft adjusted the pricing for Microsoft 365 Personal and Family subscriptions to reflect the evolving value of the service and to ensure customers are among the first to access powerful AI features, including Copilot and Microsoft Designer, across our suite of apps.

These enhancements include:

Copilot in Word: Generates outlines or full drafts, suggests rewrites, summarizes long texts, and creates unique images.

Copilot in Excel: ************** provides insights, and generates formulas.

Copilot in PowerPoint: Builds presentations with visuals, text, and speaker notes.

Copilot in Outlook: Drafts emails, improves tone and clarity, and summarizes threads.

Copilot in OneNote: Organizes notes, creates lists, drafts plans, and offers insights.

When and How Microsoft Communicated These Changes
Microsoft began notifying customers about the price changes in January 2025, with the new pricing taking effect from February 14, 2025 for renewing subscribers. New subscribers who joined after January 16, 2025, were charged the updated prices immediately.

To ensure transparency, Microsoft used multiple communication channels:

Email notifications sent directly to subscribers prior to renewal.

In-app alerts within Microsoft 365 applications.

Support articles and blogs, such as ****************************************************************************************************************

If you prefer not to continue with the updated pricing or do not require the new AI features, you may consider switching to the Microsoft 365 Personal or Family Classic plan, which maintains previous pricing and excludes Copilot.

To Switch Plans:

Sign in at ***************************************************.
Locate your subscription and select Manage.
Choose Cancel subscription.
Under Switch to a subscription that's better for you, select Microsoft 365 Personal/Family Classic.
Follow the instructions to complete the switch. Your subscription will automatically renew to Classic at the end of the current term.

We appreciate your patience and understanding as we continue to innovate and improve our services.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2025

Complaint: 23800941

I am rejecting this response because I NEVER received an email notification of the price increase, the website FAILS to have a price increase: still showing $69.99 & when I called the representative told me of the subscription including the plan that is for 5 devices; again NOT what plan I originally signed up for or need.

Sincerely,

****** ******
Business Response
Date: 09/16/2025
Dear ****** ******,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau. We appreciate the opportunity to address your concerns regarding the recent adjustment to your Microsoft 365 Personal subscription fee, and we sincerely regret any inconvenience this may have caused.

Wed like to offer some context around this change:

Microsoft recently updated the pricing for Microsoft 365 Personal and Family subscriptions to reflect the growing value of the service. This adjustment ensures that subscribers continue to benefit from the latest innovations, including powerful AI features such as Copilot and Microsoft Designer, integrated across our suite of productivity apps.

These enhancements include:

Copilot in Word: Assists with drafting, rewriting, summarizing, and image generation.
Copilot in Excel: ************** generates formulas, and provides insights.
Copilot in PowerPoint: Creates presentations with visuals, text, and speaker notes.
Copilot in Outlook: Drafts emails, improves tone and clarity, and summarizes threads.
Copilot in OneNote: Organizes notes, creates lists, drafts plans, and offers insights.

Communication Timeline

Microsoft began notifying customers of the pricing update in January 2025. For renewing subscribers, the new pricing took effect on February 14, 2025. New subscribers joining after January 16, 2025, were charged the updated rate immediately.

To ensure transparency, we communicated these changes through multiple channels:

Direct email notifications prior to renewal.
In-app alerts within Microsoft 365 applications.
Support articles and blog posts, such as ****************************************************************************************************************

Alternative Plan Options

If you prefer not to continue with the updated pricing or do not require the new AI features, you may switch to the Microsoft 365 Personal or Family Classic plan. This plan retains the previous pricing and excludes Copilot.

To switch:

Sign in at ***************************************************.
Locate your subscription and select Manage.
Choose Cancel subscription.
Under Switch to a subscription that's better for you, select Microsoft 365 Personal/Family Classic.
Follow the instructions to complete the switch. Your subscription will automatically renew to the Classic plan at the end of the current term.

We appreciate your understanding and continued support as we strive to deliver innovative and valuable experiences through Microsoft 365.

Warm regards,

Microsoft Corporation
Customer Answer
Date: 09/17/2025

Complaint: 23800941

I am rejecting this response because:
Dear Ms ******* H,
I read your rebuttal explanation & find it MOST FASCINATING that Microsoft conveniently updated their website. Back in May I originally looked at the website to see if there was a price increase since this seems to be a way of our times but there was NO change to the 3 plans offered which is why I contacted Microsoft to inquire in the first place. Secondly, the company has an obligation to notify their customers of a price increase; this is referred to good business practices & good customer service. I NEVER received such notification. And thirdly, I am of the opinion that a $30 increase is not only unfair but is a reflection of the companys lack of loyalty to the customers &speaks to their own greed. With all of this said, I strongly believe I should be awarded the pricing of $69.99 due to false advertising with the recent correction of your website. My time spent on addressing this is clearly worthy of $30.
****** ******: a VERY unsatisfied customer who has been inconvenienced

Sincerely,

****** ******
Initial Complaint
Date:08/26/2025
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.
Microsoft has repeatedly failed to provide fair customer service, transparency, and respect for accessibility and security concerns regarding my Xbox case. This complaint highlights broken promises, poor communication, accessibility neglect, and ignored security risks, not the account suspension itself. Microsoft Case Number: ********** Key Details: 1. Broken promises of communication: Support agents *** and ***** promised follow-up emails and phone calls regarding my case, which never occurred. Multiple calls to support were disconnected or redirected, leaving me without resolution. 2. Call disconnections and lack of support: On July 26, 2025, I called twice; both calls were disconnected mid-conversation with no follow-up. Subsequent interactions often claimed only one specific agent could help, causing repeated wasted effort. 3. Accessibility neglect: I contacted Microsoft through accessibility support channels, explaining that the situation significantly impacts my health and well-being. Microsoft has not provided proper accommodations or priority handling despite these notifications. 4. Security concerns ignored: I reported a malicious Xbox message on August 8, 2025, indicating possible targeting or unauthorized access. Microsoft has not acknowledged or investigated these security risks. Timeline of Key Events: DateEventOutcome / Issue July 15, 2025Xbox account suspendedNo clear explanation provided July 19, 2025Spoke with agent RoyPromised Enforcement Team review; email expected July 24, 2025Called MicrosoftAgent unable to assist; redirected July 26, 2025Called Microsoft twiceCalls disconnected; no follow-up August 8, 2025 Received malicious Xbox message Potential targeting or hacking; not investigated Impact: Emotional distress, loss of trust in customer support, and ongoing frustration. Microsofts repeated failures create negative public perception regarding accessibility and customer service obligations.
Business Response
Date: 09/03/2025
Dear ******* Putai,

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: 09/08/2025

Complaint: 23776935

I am rejecting this response because: This does not gave me a fair and reasonable resolution of my account. This is seriously discrimination of me dealing with accessibility issues and finding out my dear good friend has passed away recently. This has been a roller-coaster of issues in my life at this time. All I ask for compassion and ask Microsoft or Enforcement Team who can't be contacted in any way. Pretty poor service and this is a public outcry for many customers like myself who are dealing with this. All I want is my account back it's all I want back. This is seriously a false positive and I'm paying for Xbox services for my account but I can't cancel it because I will lose my games. This is seriously a broken system implemented to flaw customers of actually getting real help. I will not stop contacting and making complaints until I find a guarantee reinstatement of my Xbox account (SyncCodis). I escalate this message to higher internal Executive Teams in Microsoft to resolve my case. I will not rest until I get want I want, my account back.

Sincerely,

******* Putai
Business Response
Date: 09/19/2025
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account concerns.
We understand the seriousness of your situation and the emotional challenges youve shared. Please know that your case was thoroughly reviewed. However, after a complete investigation, we must inform you that your account will not be reinstated.
All enforcement actions are handled by our Xbox Safety & Enforcement Team, and decisions are based on violations of the Microsoft Services Agreement. These actions are final and cannot be overturned through this channel.
If you would like to review the details of the enforcement or check eligibility for a case review, please visit the official Enforcement site:
**********************************************
We understand this is not the outcome you were hoping for, and we sincerely apologize for any frustration this has caused.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/19/2025

Complaint: 23776935

I am rejecting this response because:
I am looking for a fair resolution in reinstatement of my Xbox account. ******************** has put me in a dire situation of stopping me from playing my games and my time I've spent on my account for years of coping with the harsh realities of my life. I'm still paying for my services and yet, I'm currently still being stopped by Microsoft for something my account has been wrongly suspended. My rights of being a consumer is definitively being violated. I will not accept your message until I'm being reinstated for the service I'm still paying for. I will look for into this more to a lawyer or someone who specialize in this wrongful doing. I've asked for a temporary suspension but you will not do that. I want to speak with an Executive Escalation Team Leader who has the authority to review my case and grant me my resolution of reinstating my Xbox account back into ********************** Live with 100% guaranteed.
Email is ************************ I want this resolved and I have been more than patient for 2 months now.

Sincerely,

******* Putai
Initial Complaint
Date:08/26/2025
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 asked for a refund for a game i did not buy, my older brother bought it with out my knowledge or permission
Business Response
Date: 09/02/2025
Dear ***** **** Ii,
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: 09/03/2025

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,

***** **** Ii
Initial Complaint
Date:08/26/2025
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 keep getting charged for $18.90 to my ***************** I disputed the charge and they started charging my corporate account. My business *********************** was sold in July of 2023 and we no longer have any access to those emails accounts because they were absorbed and terminated by the new parent company.Microsoft keeps telling us to log in and dispute the charge with an email address that no longer exists and no one has access to.The email is ********************************** is no longer active.
Business Response
Date: 09/02/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Business Accounts and 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
Customer Answer
Date: 09/03/2025

Complaint: 23799115

I am rejecting this response because: It does not give any time frame on a resolution.

Sincerely,

****** *******
Business Response
Date: 09/10/2025
Dear Dear ****** *******,
Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your concern.
Upon reviewing your case, we noted that on September 10th,our ******************* attempted to contact you by phone and left a voicemail,as well as sent an email to follow up. We kindly ask that you continue working with our assigned agent to reach a resolution.
If you require a specific timeframe for resolution, please feel free to request this directly from the agent handling your case. They are best positioned to provide an accurate estimate based on the current status of your ticket.
We appreciate your cooperation.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/11/2025

Complaint: 23799115

I am rejecting this response because: I've had multiple email threads with multiple agents, the end result is the same to cancel the $18.90 per month charge that hasn't been used in years and that we don't have access to the email to cancel.

Sincerely,

****** *******
Business Response
Date: 09/18/2025
Dear Dear ****** *******,
Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your concern.
Upon reviewing your case, we noted that on September 18th, our ******************* helped you to recover your account and you could see that your M365 subscription was inactive, but it was still charged to a more recent credit/debit card, as per this reason, you were told to open a ticket through the admin central portal and the issue was escalated through the case 2509170040010872.
Please continue collaborating with our support from the ticket **************** to reach a resolution.
We appreciate your cooperation.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/26/2025
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 am writing to formally express my deep concern regarding a recent customer service experience that has not only been extremely challenging but has also had serious consequences for an individual with disabilities. Despite multiple attempts to seek appropriate assistanceincluding a supervisor escalation request and outreach to the Disability Support teamthe matter remains unresolved, and the support provided thus far has been insufficient to address the severity of the situation.Throughout this process, I have encountered significant barriers to communication, including being disconnected during phone calls and not receiving follow-up as promised. Most concerning, however, is that no one with the appropriate authority or capacity has engaged meaningfully to resolve the issue. This has resulted in considerable distress, not just for myself as a professional advocate, but more importantly, for the individual affected.The individual in question is a person with autism who relies heavily on Xbox as a therapeutic tool for self-regulation, behavioral reinforcement, and emotional stability. For many individuals with neurodivergent conditions, access to platforms like Xbox is not merely recreationalit is a critical support mechanism. The removal of his Xbox account, which he has built over many years, has led to a significant decline in his emotional well-being and created a serious safety concern due to the exacerbation of his challenges with emotional ************* you are aware, Microsoft has long positioned itself as a champion of accessibility and inclusion. It is therefore vital that this case be revisited and urgently escalated to a team with the authority and understanding to address both the technical and human impact involved I respectfully urge you to take immediate action to resolve this matter, not only to restore access to the individuals account but also to reaffirm Microsofts commitment to serving individuals of all abilities with dignity and respect
Business Response
Date: 09/02/2025
Dear ***** *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the recent enforcement action on your Xbox account. We understand how concerning this situation is, and we appreciate the opportunity to clarify the process and next steps.

Enforcement Decisions Are Final
The Xbox Enforcement Team is solely responsible for reviewing and determining enforcement actions. Once a decision has been made and an appeal has been reviewed, the outcome is considered final and unremovable. Microsoft Support agents and other teams do not have access to enforcement details and cannot reverse or modify these decisions.

How to Review and Appeal
If you would like to understand the reason for the enforcement or appeal the decision (if eligible), please follow these steps:

Review Your Enforcement History
Visit ********************************************************************************* and sign in with your Xbox account to view the enforcement details.

Submit a Case Review
If your enforcement qualifies for appeal, you will see the option to submit a Case Review. This is the only method to request a reconsideration.
For guidance, visit: ************************************************************************************************************

Please note that not all enforcement actions are eligible for appeal. If the option is not available, the decision is considered final.

We understand how important your Xbox account is to you, and we appreciate your understanding of the enforcement process.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/26/2025
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 lost one log-in option to my Microsoft account and they won't or don't have anyway to change it? It comes to an old phone number that I don't have any access to. Logging in requires email confirmation which I can do and a code sent to a phone number that I can't use anymore. I have two step authentication on my account but they say they can't change the phone number on it for me to finally log in. I can provide all the information for that account and prove it me but they won't let me use my account because they won't change my phone number to my current working number. I've spent thousands of dollars throughout these years on this account and now I lost all my pictures of my daughter cause I got logged out of OneDrive and can't access those now.
Business Response
Date: 09/03/2025
Dear ********* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ 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:08/26/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My XBOX account was blocked in early 2025. I don't know the exact reasons for the block, and support won't tell me. I tried to appeal, but it was automatically rejected. I had no previous violations, and I immediately received a permanent block. The ban resulted in the loss of games I had previously purchased, and I am most sorry about the loss of Minecraft, which I had also purchased. All I did with my account was play Minecraft and never violate the Xbox rules, but I was never told the reason for the ban, and all attempts to find out were unsuccessful.
Business Response
Date: 09/04/2025

Dear Rain Volon,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding the suspension of your account. After a thorough review, we have determined that your account was suspended in error.The suspension has now been removed, and your account should be fully restored with all functionalities operating as expected.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/05/2025

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,

Rain Volon
Initial Complaint
Date:08/25/2025
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 that was purchased on 9/14/23. Apparently these consoles have a one year warranty, which expired on 9/14/24. The console barely gets any use, maybe twice a month. On 25Aug2025 I went to go install a new game after not using for a month. The disc would not read. I tried another several discs, of which would not work. I then unplugged the console and plugged it back in. It still would not work. I then factory reset the console and the drive would still not work. I then contacted support who told me the only way was to get the console repaired. I checked service order prices and was absolutely disgusted to see that Microsoft wanted to charge me 300 dollars for an out of warranty repair, which almost the price of a new console. I escalated the complaint and was told the same thing. The console barely gets any use, maybe twice a month and the disc drive is a core function of the device. To be charged 300 dollars, almost the price of a new console for something that isn't even yet two years old, is outright highway robbery. Microsoft should be building their electronics with better care and better parts and stop charging ridiclous amounts of money for repairs. I am absolutely angered by this situation and don't have 300 dollars to spend on a repair for a console that barely gets any used. I want Microsoft to repair this console without the ridiculous an unaffordable price. This xbox is not even two years old and I shouldn't have to spend 300 dollars to fix something that new, that barely gets any use, because Microsoft used shoddy parts to manufacture them.
Business Response
Date: 09/03/2025
Dear ******* ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Series X console.
We understand your frustration and appreciate the time youve taken to share your experience. Your console was purchased on September 14, 2023, and was covered under Microsofts Limited Hardware Warranty, which expired on September 14, 2024. This warranty provides coverage for hardware defects for one year from the date of purchase, as outlined in our Microsoft Services Agreement and *********************************************** Warranty: ***************************************************
Microsoft Services Agreement: ********************************************************
As your device is now outside the warranty period, any repair servicesincluding disc drive replacementare subject to standard out-of-warranty pricing. We understand that the quoted repair cost of $300 USD may feel excessive, but it reflects the cost of parts, labor, and logistics involved in servicing the device.
We also recognize your concern regarding the limited use of the console. However, warranty coverage is based on time elapsed since purchase, not usage frequency. Microsoft designs its products to meet high standards of quality and reliability, and we regret that your experience did not meet those expectations.
At this time, we are unable to offer a complimentary repair or replacement. If you would like to proceed with the repair, you may do so through the ************** and Repair portal:
**************************************************
We appreciate your understanding and thank you for being a valued part of the Xbox community.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/25/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Subject: Unauthorized Charges on Compromised Microsoft Account Complaint Text:I am filing a complaint regarding unauthorized charges on my Microsoft account.On December 18, 2023, my Microsoft account associated with the email **************************** was compromised by fraud. The attacker deleted my recovery information and locked me out of the account. Since then, I have had no ability to access, manage, or use the account.Despite multiple attempts to recover the account through ********************* support system (including online forms, chat support, and phone calls), I have received no meaningful assistance. Microsoft has been unresponsive and I have no way to stop the charges through their platform.On [insert date of most recent charge], Microsoft charged me $99.99 to renew a subscription tied to this compromised account. This subscription is being used by a fraudulent third party, not me. I did not authorize this renewal and I have no ability to cancel it.I am requesting:An immediate refund of the $99.99 unauthorized charge.Permanent cancellation of any subscriptions tied to the compromised account.Confirmation in writing that no further charges will be made against my payment method for this account.I have documentation of the security alert Microsoft sent when my recovery information was deleted, as well as billing statements showing the charges.This situation has caused me financial harm and unnecessary stress. I respectfully request that Microsoft resolve this issue promptly.Thank you for your **************: ******** ********
Business Response
Date: 09/02/2025
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
Customer Answer
Date: 09/03/2025

Complaint: 23794502

I am rejecting this response because: history has shown complaint stalls at this level.

Sincerely,

******** ********
Business Response
Date: 09/15/2025
Dear ******** ********

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we see that our Tier 3 advocate ******** has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/17/2025

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:08/25/2025
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.
Date of Transaction: 08/23/2025 Transaction Amount: $99.99 I do have an account with ******************** however, I am not able to access it due to my options of authentication are no longer accessible or have been deactivated. Those methods are a code sent to a phone number that has been deactivated and an email address that no longer exists. I have called Microsoft as of this morning and got no one to help me. I have chatted with online support and they were not able to assist me either. My account has now been locked due to too many attempts to access it and reset the password. In the meantime, I was charged for a subscription that I no longer need and without access to my account, I cannot cancel the subscription. I do not know what else I can do and there seems to be no one available to assist me. I want my subscription cancelled, my account deleted and I want to be refunded.
Business Response
Date: 09/02/2025
Dear ****** ****,

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

For security reasons, Microsoft is unable to cancel subscriptions on behalf of customers. To proceed, you will need to regain access to your account and cancel the subscription yourself. This ensures that only the rightful account owner can make changes to the account.

Regain Access to Your Account
Please visit ********************************** to submit the necessary information to verify your identity. This is the only method available to recover access to your Microsoft account. You may submit the form up to two times per day. Be sure to include any details not previously provided to improve your chances of successful recovery.

Cancel Your Subscription
Once you have regained access to your account:

Go to ***************************************************.
Sign in with your Microsoft account credentials.
Locate the subscription you wish to cancel.
Select Manage, then choose Cancel Subscription.
Follow the on-screen instructions to confirm the cancellation.

We appreciate your understanding and cooperation in following these steps to ensure the security of your account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/02/2025

Complaint: 23793845

I am rejecting this response because I have tried the avenues referenced in the response to cancel my subscription but have been unsuccesful. My account has two methods of authentication: phone number ***********) and email address **************************** Neither of these methods are active and were both deactivated. Without these methods of authentication, I cannot recover my account to cancel my subscription and every attempt to get a resolution has been met with the same response over and over.
Sincerely,

****** ****
Business Response
Date: 09/15/2025
Dear ****** ****,

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

For security reasons, Microsoft is unable to cancel subscriptions on behalf of customers. To proceed, you will need to regain access to your account and cancel the subscription yourself. This ensures that only the rightful account owner can make changes to the account.

Regain Access to Your Account
Please visit ********************************** to submit the necessary information to verify your identity. This is the only method available to recover access to your Microsoft account. You may submit the form up to two times per day. Be sure to include any details not previously provided to improve your chances of successful recovery.

Cancel Your Subscription
Once you have regained access to your account:

Go to ***************************************************.
Sign in with your Microsoft account credentials.
Locate the subscription you wish to cancel.
Select Manage, then choose Cancel Subscription.
Follow the on-screen instructions to confirm the cancellation.

We appreciate your understanding and cooperation in following these steps to ensure the security of your account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/16/2025

Complaint: 23793845

I am rejecting this response because as I have explained, I am unable to recover the account. I have made the attempts as suggested and they have all failed. This is a situation where the account is no longer accessible however all methods of verification have been discontinued or closed. I either need those methods to be updated so I can recover my account or the account needs to be closed.

Sincerely,

****** ****

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