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 Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

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

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:08/25/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company keeps charging for an account I no longer use, as a recurring charge. I am unable to access my account, credentials no longer work, to cancel my subscription. And I am unable to contact the company via phone on chat as you need to log into your account first before doing so.

  Business Response

  Date: 09/01/2025

  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

   
  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.

  I have been unable to get my email or texts on any of my three devices so I followed the Microsoft Recovery form on line (as I could not talk to a live person) nothing I did helped so for a week I have been having problems I went to apple for my phone problem but they told me to contact Microsoft Which again I did through their online recovery form (again to no help) I am frustrated to no end by the fact you can not talk to anyone in person to get help is there any recourse for me to take

  Business Response

  Date: 09/02/2025

  Dear **** *********,
  
  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:08/25/2025

  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.

  Dear BBB,I am filing this complaint against Microsoft regarding the permanent suspension of my Xbox/Microsoft account. ******************** claims that more than a year ago I purchased a game illegally from their store and later requested a refund. Based on this allegation, my account was permanently banned.I strongly disagree with this decision. I have been a loyal Microsoft customer for over 15 years and during this time I have spent more than $3,000 USD (over ****** Mexican pesos) on games, subscriptions, and digital content. My account represents not only a significant financial investment but also years of personal history and enjoyment tied to Microsofts ecosystem.I acknowledge that mistakes can happen, but a permanent ban is a disproportionate and unfair punishment, especially for a single transaction that allegedly occurred more than a year ago. Microsoft has not provided me with a clear explanation or any real opportunity to appeal.All I am asking is for Microsoft to review my case fairly and reinstate my account. I am not requesting any refund or special compensationonly to regain access to the digital products and content I rightfully paid for.I trust that the BBB can help mediate this matter and ensure that Microsoft treats long-standing customers like myself with fairness and respect.Sincerely,Diego Gmez.

  Business Response

  Date: 09/01/2025

  Dear ***** ****** Gmez *******,

  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: 09/09/2025

  I would like to express my sincere appreciation for the positive resolution of my request. This is very good news, and I am grateful for the professional and fair attention provided throughout the process.
  I am pleased to confirm that I have been able to access my account starting today, and I will continue as a loyal customer, confident in the value and reliability of your services. I also want to acknowledge the support of the Better Business Bureau, whose assistance was valuable in helping reach this outcome.

• 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.

  My minecraft account was hacked in **********.I did talk too the Microsoft support team about it and they did acknowledge that I'm the owner of the account. But because that bothered hacked had changed my Microsoft account security information they said that they can revert back too the original ownership because of policy, I asked why in the support feature chat they have but I never gotten answer to why,I even asked where it said in the policy. And even if that where the case I wasn't in ownership of my account if that where the case because the hacker change the information. So I want too resolve this issue. With either I can get my account back or I get a replacement a new account because I have paid for a minecraft account that ******************** have block for no reason.

  Business Response

  Date: 09/03/2025

  Dear ******* Srlie,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft account recovery concerns.
  We understand how important your account is and how frustrating it must be to lose access after it was compromised. While our support team was able to confirm your ownership, the hackers changes to your account security information have unfortunately limited our ability to restore access under Microsofts account recovery policies.
  Since this issue specifically involves Minecraft, we recommend reaching out directly to Mojang Support, as they manage Minecraft accounts and may be able to assist you further. You can contact them here:
  ************************************************
  Please include as much detail as possible, such as your original Minecraft username (Ninjanic05), purchase information, and any correspondence youve had with Microsoft Support. This will help ****** investigate and determine the best path forward.
  We appreciate your patience and understanding, and were truly sorry for the inconvenience this situation has caused.
  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. And thanks for the new info that I can try too talk too mojang support too see if they can help, because last time I ask y guys I never got any other options, but now I have at least 1 more options too try.
  
  Sincerely,
  
  ******* Srlie

• Initial Complaint

  Date:08/24/2025

  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 pay for Xbox Game Pass Ultimate every month and im supposed to have PC games included yet every time i try to download and play a game it just wants to link me to purchase ultimate and then shows that i already have ultimate. Trying to contact support through my live account *********************** i get a messages that says that its blocked!! Last time i reached out to Microsoft I had to do it through the BBB as well and then they lied and said they contacted me when they didn't and the BBB closed my complaint. Microsoft has become the worst company in existence caring nothing about the customers and providing ZERO customer support. If they cant fix the problem, i deserve a refund of the difference in price between Xbox live gold and Xbox game pass ultimate for all the months I've been paying without getting access. That's 67 month at $8 so $536 or they can get one of the tech geniuses over there to fix the problem so i get what i pay for

  Business Response

  Date: 09/10/2025

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

• Initial Complaint

  Date:08/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My xbox account SuperiorLoLz with the email address *********************** was falsely suspended by the lack of security and protection on the platform. There is an exploit or software going around where people can send false reports. Microsoft has said that the have been actively trying to help prevent and get rid of these exploits but the issues have been resolved but more keep reappearing. If Microsoft were actively trying to prevent this issue they would have stopped it from causing any further damage. Many people have been banned by the same issue Ive been banned for. This is an ongoing problem that Microsoft needs to fix so people can feel safe on their platform without them feeling like they are vulnerable to being attacked by this exploit. As a result my account has been suspended indefinitely. My account was restricted due to violations of the User Agreement violations that I did not commit. I had asked for more information on the situation and what was the reason I was suspended. Ive received an incompetent response that my account is permanently suspended with no care whatsoever to help me recover my account back. Ive tried to contact support but I cant submit a request because they have restricted my access to certain things I can do which includes contacting support. This situation is deeply unfair and has caused me to lose all the money Ive put into the account that I will never get back. I am requesting that Microsoft reopen and fairly review my account with proper investigation. I would like to work with Microsoft to resolve this professionally.If this could help Ill retrace my steps.I wanted to join a forza horizon club on Xbox I opened the club lists and was scrolling to join a club.After I found one I joined and went on with my day The next day I logged on I was banned even though I didnt do anything.Then I did my research I found that there is an exploit going around where ppl can send false reports from the club lists

  Business Response

  Date: 09/03/2025

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

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

  We understand your concern and the frustration this situation has caused. Your account associated with the gamertag SuperiorLoLz was reviewed by our Xbox Enforcement Team, and the enforcement action was taken due to violations of the Microsoft Services Agreement. While we appreciate your perspective, we want to clarify that the reason for the suspension is disclosed during the appeal process, and the decision to uphold the enforcement is final.

  We also understand your concerns about potential exploits or false reporting. Please know that our enforcement system includes multiple layers of review to ensure that actions are not taken solely based on individual reports. Our teams continuously monitor and improve the platforms safety and integrity, and we take these matters seriously.
  If you believe there are additional details that were not considered, we encourage you to review the information provided on the Xbox Enforcement page:

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

  Unfortunately, once an appeal has been submitted and denied, there is no further escalation path available through support channels. We are unable to reverse or reopen enforcement decisions.

  We appreciate your understanding and thank you for being a part of the Xbox community.

  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,
  
  ****** *****

• Initial Complaint

  Date:08/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased xbox elite 2 controller and extended warranty. I have filed numerous warranty claims where the product is not repaired, or a new problem is introduced. this is now my 6th issue. They finally replaced the original device with a refurbished one and the refurbished one does not power on when unplugged. Despite charging overnight, I tried to turn it on and it will not turn on. It only worked when plugged in via wire. Additionally, when plugged in via wire, the *** button does not register. I fail to understand how so many issues can arise from this device. PLEASE fix this and send me back a device that works, or send me a NEW device, or please refund me. I cannot believe I am continuing to have issues with this and I really will proceed with a small claims if this problem is not tended to. Please review my warranty repair request history; I am a working professional and I do not have time to keep sending this device in over and over and over again. please send me something that works.

  Business Response

  Date: 09/01/2025

  Dear Annafi *********,

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding Your Xbox controller.
  
  We understand how frustrating and time-consuming this has been, especially given your professional commitments.Your feedback is extremely important to us, and we deeply regret the inconvenience caused.

  To move forward, here are the steps to initiate a repair request:

  -Visit the Device Support Page: Go to ************************************************** and sign in with the account used to register your device.
  -Select Your Controller: Choose the Xbox Elite Series 2 controller from your list of registered devices.
  -Start a Service Order: Click on Start an order and follow the prompts to describe the issue and submit the request.
  -Ship the Device: Once the order is confirmed, youll receive instructions on how to ship the device to our service center.

  Please note: Only the service center technicians can determine whether the device should be repaired or replaced after a full inspection. We understand your request for a new device or refund,and while we cannot guarantee the outcome, we assure you that your case will be reviewed thoroughly.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:08/24/2025

  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.

  In 2018, I bought a Microsoft Surface Pro 4 to replace my iPad Pro, including the Type Cover, Surface Pen, Extended Warranty and Accidental Damage Protection, costing me around 1600 euros.The Surface Pro 4 line of devices have a common latent defect, known as 'flickergate'/'screen scramble', which Microsoft officially acknowledged (*******************************************************************************************************************************************)My device started having these issues in 2020. After reporting the problem through the form Microsoft provided, I received an automatic email within a few hours, stating that my case was automatically closed, without any further explanation. Due to the sudden passing of my father in 2020, I was unable to follow up immediately after my initial ********* 2022, I re-submitted the issue, but that case was also closed. In 2023, I contacted Microsoft Support again, but received a response in German (I dont even speak German), telling me that the device could not longer be serviced.Only recently, after dealing with the aftermath of my father's passing, did I decide to pick this up again and try to get it resolved. Despite spending hours on hold and with multiple support agents, often being disconnected, I have not received any substantive update or remedy. On July 18th, 2025, I spoke to someone from Surface Technical Support (Case number: **********). She escalated the case and told me I would receive a call or email within 48 hours, but I got no response.I contacted the ********************************** on July 21, 2025. I haven't received any reply after answering a couple of emails with short questions that were already answered in my original email. (case number: **********)On August 16, 2025, I decided to send another email to *********************************** (**** ********, VP W.W. Support) and ******************************** (*** ****, VP Customer ****************** Now it's August 24, and I still havent received a reply.

  Business Response

  Date: 09/03/2025

  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:08/24/2025

  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 got banned from xbox live and they said I violated their community terms and conditions, and I have done nothing of the sort and when I tried to appeal it, it got denied but also don't even tell me when I could have done, I called support and was able to get a hold of them they couldn't even tell me what I did and I have such a good record, in the last year or two as shown in my photo proof I sent yall, and I talked to the manager and he couldn't even help me, I want to know what could have done that would have resulted in me loosing my live service or account of over ***** years, I spent soo much with xbox that the least they can do is at least give me the reasons of what I did so I can explain myself but they won't tell me and I look thru the community guidelines and I don't see anything that could have been it, all I been doing is playing fortnite with my brother and ready or not and ******** my problem is that I was banned for no reason permanently and any information I tried to get I couldn't be told even though I have a right to know and a right to fair appeal and I already appealed and got denied for it.

  Business Response

  Date: 09/02/2025

  Dear ***** *******.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox suspension. We understand how upsetting it must be to face a permanent Xbox Live suspension, especially after many years of dedication and investment in the platform.
  
  We would like to clarify a few important points regarding Xbox enforcement actions and how you can follow up:
  
  Enforcement Decisions Are Final
  Once the Xbox Enforcement Team has reviewed and denied an appeal, the decision is considered ***********. This means no further appeals or reversals are possible. These decisions are made based on evidence collected during investigations and are aligned with the Microsoft Services Agreement and Xbox Community Standards.
  
  Why Specific Details May Not Be Shared
  While its natural to want a detailed explanation, Xbox does not always disclose the exact behavior or content that triggered the enforcement. This is to protect the integrity of the reporting process and prevent misuse. Even if your account has a strong history, enforcement actions can be based on a single serious violation, including activity by others using your account or console.
  
  How to Contact the Xbox Enforcement Team
  Unfortunately, the Xbox Enforcement Team cannot be contacted directly by phone or email, and Xbox Support agents do not have access to enforcement details or the ability to reverse decisions.
  
  However, you can take the following steps:
  
  Review Your Enforcement History
  Visit ********************************************************************************* and sign in to view the reason and duration of the enforcement.
  
  
  Submit a Case Review (if eligible)
  If your enforcement qualifies, you can appeal it via the Case Review process. This is the only way to dispute an enforcement decision.
  
  Report Poor Support Experience
  If you had an unsatisfactory experience with Xbox Support, you could file a complaint at ***********************************************************.
  
  We understand this situation is difficult, and we appreciate your patience and understanding. 
  
  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:08/23/2025

  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 see a lot of inconsistencies with how the enforcement department operates. Ive seen my children get death threats and be told to commit suicide upwards of 12 times in one message exchange and no bans are being issued. Yet my sons account used sh8 and was issued 3 strikes. This is not the first interaction with this type of harassment over messages. I see clear favoritism in the enforcement department and I would like to speak to someone to audit it. Its very suspicious that enforcement can basically brick your console and theres no appeal option, or way to speak to an enforcement agent. I expect some type of resolution as I have screenshots of my son receiving threats, yet your company doing nothing multiple times. There nothing in the *** saying the extent for a ban or what constitutes a ban. Also the language for harassment is way too vague and leaves room for enforcement agents to pick who they enforce upon.

  Business Response

  Date: 08/28/2025

  Dear *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau with your concerns about your childs safety while gaming on Xbox. We understand how important it is to create a secure and respectful environment for young players, and were here to support you every step of the way. Below are some key tools and tips to help you manage your childs online experience and take action if they encounter inappropriate behavior.
  
  Keeping Your Child Safe Online

  1. Set Up Privacy & Safety Controls You can customize who can contact your child, view their profile, and interact with them in games. Go to Settings > Account > Privacy & online safety on your Xbox console or visit the Xbox privacy settings guide.
  2. Use Microsoft Family Safety With the free Microsoft Family Safety app, you can:
  Set screen time limits
  Filter age-appropriate content
  Monitor activity across Xbox, Windows, and Android devices Learn more at ******************** Family Safety.
  3. Encourage Safe Communication Remind your child never to share personal information like their real name, address, or ********** can also restrict voice and text chat features in their settings. Reporting Inappropriate Behavior
  If your child encounters bullying, harassment, or any violation of Xbox Community Standards,you can report the player directly:

  On Xbox Console:

  Press the Xbox button to open the Guide
  Go to People > Recently played with
  Select the players profile
  Choose Report or block, then select Report
  Pick the reason (e.g., harassment, cheating)

  On the Xbox App or Web: You can also report players via the Xbox mobile app or online at the Xbox Safety portal. All reports are reviewed by our Safety team, and appropriate action is taken based on the severity of the issue.
  
  If you have questions about enforcement or want to submit a case review, visit the Xbox Enforcement page. Were committed to helping families enjoy gaming safely. If theres anything else we can do to support you and your child, please dont hesitate to reach out.
  
   Sincerely,
  
  Microsoft Corporation