Business Profile

Computer Software Developers

Microsoft

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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:08/23/2025
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 was getting login attempts to my account and was suddenly banned on 8/5/2025 without explanation and I did a appeal and they denied it without even looking it to the situation. They said i violated tos but didn't even go into detail about it.
Business Response
Date: 09/04/2025
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:08/23/2025
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.
On June 1, 2025 & June 1, 2024, Microsoft Xbox Game Pass charged me $74.99. **** Acct ending #****. I do not have this service. My youngest son used to have an Xbox years ago with this service, but it was canceled once he got a PlayStation in 2022. Microsoft continues to charge this fee yearly despite my attempt to cancel the service. I have called, and the automated system routes you to a website. When I call back, the system recognizes my number and no longer allows me to enter prompts, but immediately plays a message for me to go to the website to cancel Xbox. I have already reviewed my son's & my Microsoft account per the instructions last year and this year, and it does not show we have the service. Yet Microsoft continues to deduct from my checking account. I have disputed it with my bank, which continues to be a problem with **** giving me a refund. This Xbox cancellation system is a scam, and Microsoft Xbox is obtaining money annually illegally and unauthorized, with no real way to cancel. If I cannot get them to stop debiting my account and issue a refund for the last 2 years I will have to pursue other options.
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 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: 09/08/2025

Complaint: 23788194

I am rejecting this response because: I do not want the case closed. Microsoft has emailed me and I have responded to their email. They are working on the issue to help resolve my problem.

Sincerely,

****** ******
Business Response
Date: 09/18/2025
Dear ****** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have reviewed your case number ********** and we have confirmed that a final resolution was provided, for transparency, I am sharing the resolution provided through this channel too:
We have identified the relevant charges associated with the account ********************* and have successfully processed refunds for the two most recent transactions:

-June 2024 $59.00
-June 2025 $74.99

Both refunds have been issued to the **** card used for the purchases. In addition, the subscription Xbox Game Pass Core has been cancelled.

Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/23/2025
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.
To Whom It May Concern,This is a formal complaint against Microsoft. It concerns deceptive and misleading practices that automatically enroll customers in recurring billing without their clear and explicit consent. This occurred after a prepaid gift card was redeemed for an Xbox Game Pass Ultimate subscription, resulting in unauthorized credit card charges. Details of the Deceptive Practice:A gift card for an Xbox Game Pass Ultimate subscription was redeemed.The prepaid gift card was used, with the understanding that it would cover the entire subscription period. The redemption process did not clearly state that this action would automatically enable recurring billing and charge a credit card.After the initial gift card period expired, Microsoft began automatically charging my **** ending in 2220 for the monthly service.The first unauthorized charge occurred before Oct 2023 but my bank statements will only go back a couple of years so the first actual charge I can pull up from my account is 10/2/23 for $21.64. Subsequent charges have continued monthly.This practice violates consumer protection laws, which require clear disclosure of automatic renewal terms. Microsoft's "opt-out" process is deceptive, as it preys on users who believe a gift card covers the cost and have not authorized an automatic payment. Desired Resolution:A full refund is requested for all unauthorized charges applied to **** ending in 2220. This is reasonable, given the deceptive nature of the auto-renewal policy. The BBB and the Texas Attorney General are urged to investigate Microsoft's auto-renewal practices to protect other consumers from this misleading business behavior.
Business Response
Date: 08/28/2025
Dear **** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unexpected charges from Microsoft for Xbox Game Pass Ultimate. We were unable to find a subscription on the email address provided in your complaint. Additionally that Microsoft Account email address does not have any type of payment method on it. Please share the email address or Gamer Tag of the account in question.
For self-serve options please visit ************************************************ to receive assistance via chat support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/05/2025
Hi I tried to submit a response and a message would come up saying I already responded. I would like to reopen this case. In response to the company's message, the tag is Imcobeee and the email would be under ********************************* or ***********************************.

Thank you,

**** ******
Business Response
Date: 09/18/2025
Dear **** ******,
Thank you for providing additional information. We have contacted a senior member of our Accounts & Billing **** to investigate this matter and work with you directly toward a resolution. Your case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/23/2025
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.
Product never delivered. Microsoft will not process the refund. Microsoft customer service is purposely designed to keep the customer in endless loop and frustrate the resolution process. On May 24, 2025, purchased a Surface Laptop, Copilot+ PC, 13 Inch - Snapdragon X Plus (8 Core), Platinum, 16GB RAM, 256GB SSD for $899.99, direct from the Microsoft website. Order number **********. On May 25, 2025 notice of shipment was sent by email. ***** tracking number 461512073911.Shipment tracking on the Microsoft website shows the last known location was on Thursday, May 29 in *************, **, when the package arrived at the ***** location. Package was never sent out for delivery.Contacted customer service on July 16, 2025. Customer asked for a refund and claim process started after 30 minutes talking to a representative. **************** representative had to "send the case to an escalation team," which would take 5-7 business to respond. After that, no response, email with case number, or any evidence that a case number was actually logged. Contacted customer service on August 1, 2025. ******************** had no record of a previous case and started again with a new case number. Again, Microsoft provided no response, email with case number, or any evidence that a case number was actually logged. Customer contacted customer service August 13, 2025. ******************** had no record of previous case and started again with a new case number. This time customer insisted on email before ending the call. Case number **********. Agent promised escalation and a return call in 24 hours.August 14, 2025, no call from Microsoft. Customer responded to email. No response. Customer contacted ******************** and was told that case ********** was never escalated. Started a new case. Case number **********. August 19, 2025 Microsoft did follow up with a question from the escalation team about contacting ***** directly. No resolution or refund. Customer answered the question. Waiting on response.
Business Response
Date: 09/01/2025
Dear ******* *******

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your refund. After further research we pleased to inform you that we have successfully processed a refund of ******USD on the credit card ended on **************** **2003

Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem was investigated.

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:08/22/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was banned on Xbox not long ago with no explanation why my account name was Iganu and I've never done anything to get permanently banned so i don't know why i was and I've had this account for years I've spent about 2k on this account I tried to submit an appeal and got denied with no explanation
Business Response
Date: 08/29/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/29/2025

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:08/22/2025
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.
Hello,I was involved in a security breach where malicious actors attempted to access and steal certain accounts that I own. One of the first accounts targeted was my Microsoft account, which they added to, then changed the email address associated with the Microsoft account to this email: ********************************** This happened on August 8th, 2025, at 12:34 in the emails sent to me. I didn't notice the compromise until later in the day, and I contacted Microsoft's chatroom support through their Sign-in helper. I followed the instructions given by the lady, where I used my Xbox Live ID to verify the ownership and submit an escalation request. I received an email afterwards, confirming my escalation request as SIR21653777, and that there would be a short wait time for the response. This morning, August 22, at 7:26, I received an email from ********************************* stating that they "can confirm there was unauthorized access to your account." However, because "we found that your security information has been changed", their only course was to "permanently suspend this account to prevent any further use". This has caused the loss of my Microsoft Account and my Minecraft Account, in which they stated, "the Minecraft portion of the account is also unable to be recovered, and the game will need to be re-purchased on a new account." I have also lost my Xbox account, which had games I owned and now have lost access too. They misled me into believing that I would be able to recover my account, and instead, they have permanently suspended it. I know this is reversible; many people have complained about this, and some have gained access back. This all has caused significant loss to me, and I am seeking the company, Microsoft, to repair my account and finish the job so that I can receive my account back to my original email **************************** and I regain access to my lost accounts and data. I am willing to provide as much evidence as I can find and muster.
Business Response
Date: 09/01/2025
Dear ****** *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the security breach affecting your Microsoft account, originally associated with ************************** and the subsequent escalation request SIR21653777.

We understand how distressing it is to lose access to your account, especially when it contains valuable services like Xbox, Minecraft, and other personal data. We appreciate your detailed explanation and your willingness to provide supporting evidence.

Based on Microsofts account recovery and security policies, heres what we can confirm and recommend:

Account Status and Suspension
Microsofts security team has confirmed that your account was compromised and that the security information was changed by unauthorized actors. As a result, the account was permanently suspended to prevent further misuse. This action is in line with Microsofts policy when ownership cannot be securely re-established.

Recovery Attempts and Escalation
You followed the correct steps by submitting an escalation request and verifying ownership using your Xbox Live ID. Unfortunately, when the security proofs (such as recovery email or phone number) are changed and cannot be verified, Microsoft may determine that the account is no longer recoverable.

While this outcome is understandably frustrating, please note:

The Account Recovery Form (ACSR) is the primary method for verifying ownership. If the form fails, and manual validation is not approved, Microsoft support agents are unable to override the decision.

The suspension is not a punitive measure, but a protective one to prevent further unauthorized access.

Impact on Xbox and Minecraft
We regret to inform you that the Minecraft license and ********************** purchases tied to the compromised account cannot be transferred or recovered. These services are bound to the original account, and once suspended, they are no longer accessible.

What You Can Do Next
If you wish to continue using Microsoft services:

Create a new Microsoft account using your preferred email.
Secure it immediately with strong passwords, two-factor authentication, and updated recovery information.
Re-purchase Minecraft and other services as needed.

You can also contact Microsoft Support via **************************************************** to confirm the final status of your case and ask if any exceptions may apply.

We understand this situation has caused significant loss and disappointment. While we cannot reverse the suspension, we are here to support you in setting up a secure new account and ensuring your future experience is protected.

Warm regards,

Microsoft Corporation
Initial Complaint
Date:08/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has been billing me 12 dollars monthly for a discontinued outlook account that I do not have access to from July 2020 to date. I have been trying to contact them for four years. They have no way to contact them to stop an account. This is predatory behavior because they can not be reached through phone numbers or email I am requesting a full account of the charges made to my account and refund beginning June of 2021. The invoice number used is my ********************************** id number. I have no way of reaching out because I have already graduated therefore this is inactive. The invoice doesn't open up and the following is my only receipt. Invoice number: G107914181 Amount: $12.00 USD Billing period: August 15, 2025 - August 15, 2025 Billing date: August 16, 2025 Due date: August 16, 2025
Business Response
Date: 08/28/2025
Dear ***** Ukuraitis,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account enforcement concern.
We understand you were contacted with a response indicating that account recovery is not possible. We also acknowledge your concern that the account may have been compromised quickly, and that you believe security features may not have been properly enabled.
As stated in the "Microsoft Terms of Use",if ownership cannot be verified, Microsoft is "not obligated to restore access or provide compensation for lost time, purchases, or services."
We recognize your request for compensation in the form of a Microsoft Store gift card equivalent to the value of purchases made on the account. While we appreciate your position, Microsoft is unable to offer compensation or restore digital content without verified ownership.
That said, your case SIR21657769 remains active, and we encourage you to continue working through that channel. If you have any new documentation or information that may help validate ownership, please submit it directly through the enforcement support portal or reply to the case contact at ************************************.
We appreciate your patience and thank you for bringing this matter to our attention.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/22/2025
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 am being billed $9.99 per month from the Microsoft Store and $9.99 from Microsoft.
Business Response
Date: 08/28/2025
Dear **** ********,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your charges concern.

To further assist you and investigate the matter, please confirm us the Microsoft account (email address) where your subscription is located. Also,please provide an email contact to expedite the communication.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/22/2025
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.
Email Address: ********************* Gamertag (if applicable): HelloMyOy Complaint Against: Microsoft Corporation Unjust and Unexplained Microsoft Account Suspension I am writing to formally dispute the indefinite suspension of my Microsoft account. I was informed that my account was disabled for inappropriate content, yet no specific evidence or content has been provided to me that substantiates this claim.After reviewing all my activity and content, the only possible cause I can imagine is a profile picture of me at a certified gun range, legally firing a rifle in a safe, supervised setting. This was not violent, threatening, or illegal in any form and certainly not inappropriate. It was shared in the same spirit as many Xbox users celebrate their interests or hobbies.This action appears to have been the result of an automated enforcement policy with no meaningful human review. As a paying customer who has invested time, money, and personal data into this account, I find the suspension not only excessive but deeply unfair.I have attempted to appeal this decision through Microsofts internal channels, but have either been ignored or given vague responses that do not address my specific situation.I respectfully request the following:1.A clear explanation and proof of the alleged violation.2.A review by a human representative.3.The reinstatement of my account, or at minimum, access to retrieve my purchases, content, and personal data.If this cannot be resolved directly, I am prepared to escalate this matter through consumer protection channels including arbitration or small claims court if necessary. However, I hope Microsoft will act in good faith to correct what seems to be a mistake in enforcement.Sincerely,
Business Response
Date: 08/28/2025
Dear **** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/28/2025

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**** *******
Initial Complaint
Date:08/22/2025
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.
My Microsoft account has been locked for a few days now and I've been trying to contact somebody about what occurred for it to get locked but no response I've completed the form 3 times and still no response from them they keep sending me the same automated email about my suspended account can't be used to communicate with the Microsoft team but those emails get sent to me fast but when it's an update about my locked account it's nothing they didn't even tell me how long it's locked for and it's frustrating. I keep getting the run around they say they will handle it with care but it doesn't take that long to respond back to an email they just locked my account and that was it no updates on it or when will it be unlocked nothing not to mention that account is associated with my Xbox account where I have all my save data and games on there but I can't access it right now and I'm tired of playing the waiting game something needs to be done about this asap. They keep sending me the link to fill out the form and that's it no other information all I wanna do is get this situation resolved and go back to having my account they're aren't doing nothing about it but making me wait for a ridiculous duration of time until they feel the need to respond which is unprofessional to me something needs to be done about this.
Business Response
Date: 08/28/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ****************************************** provide the necessary information to confirm you are the rightful owner of your Microsoft Account. This is the only way to regain access to your account. After you submit the form, one of our agents will manually review your *************** may submit the form up to two times per day, and we recommend including any new or additional details that you have not previously provided.
Sincerely,
Microsoft Corporation

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