Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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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:08/22/2025

  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.

  I have an Xbox account for like 10 years and I got my account ban 21/08/***************************************************** try talking to the enforcement team but I think its a bot cause same day auto reply I spent a lot of money and time into this account I want them to lift the ban and unban if I do something wrong Im sorry but permanently ban after all the money and time I dont

  Business Response

  Date: 09/01/2025

  Dear ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the enforcement action on your Xbox account (associated with *************************** which was banned on August 21, 2025.
  
  We understand how important your account is to you, especially after investing so much time and money over the past 10 years. Its never easy to face a permanent ban, and we appreciate your honesty and willingness to make things right.
  
  Please note that enforcement actions on Xbox accounts are handled exclusively by the Xbox Enforcement Team. These actions are based on violations of the Microsoft Services Agreement and Xbox Community Standards. Unfortunately, we do not have the ability to reverse or lift enforcement decisions from our side.
  
  Heres what you can do:
  
  Visit the ********************************************** and sign in with your account.
  Review the details of the enforcement action.
  If eligible, you may submit a Case Review to appeal the decision. This is the only way to request a reconsideration.
  
  We understand that automated responses can feel impersonal, but rest assured that the Case Review process is reviewed by a real person when available. If the option to appeal is not present, it means the enforcement action is final and not eligible for review.
  
  We truly regret that we cannot assist further in lifting the ban. If you have any other questions or need help with a different issue, were here to support you.
  
  Warm regards,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23781769
  
  I am rejecting this response because:

  I cant request a case review on the website mentioned and I cant appeal again I cant accept it I need them to transfer to higher team to give me a appeal option cause I cant
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:08/21/2025

  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.

  Microsoft keeps charging my bank account $106.34 for a subscription for their Microsoft 365 office. I called them to CANCAL the subscription, as I no longer have the laptop computer. (I donated the laptop to Staples. I have a receipt showing that.) I purchased the software in 2021, but now I do not need it anymore. I explained to them that I no longer have the computer and to CANCEL this prescription. They said the wanted to log onto my smart phone or iPad to do so. Are you kidding me! Just simply CANCEL THE SUBSCRIPTION AND STOP CHARGING MY BANK ACCOUNT.

  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

• Initial Complaint

  Date:08/21/2025

  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 am filing this complaint regarding my Xbox account ("IIKingDogeII"), which was permanently suspended on 8/14/25 without a clear explanation. The enforcement portal only shows a generic message with no details, and my first appeal was denied.When I contacted Xbox Support, I was told I should have multiple opportunities to appeal, but the enforcement portal shows no option for a second case review. Support agents repeatedly tell me they cannot assist and only direct me back to the portal, leaving me stuck in a loop with no path to resolution.This account represents over five years of gaming progress and thousands of dollars spent, including a continuous Xbox Game Pass subscription since 2020. Losing access to my account with no transparency or fair escalation process feels unreasonable and unfair.I am not asking for special treatment, only for a fair review process and the ability to escalate my case to a higher-level team. I am willing to accept responsibility if I violated rules, but I cannot even get clear communication from Microsoft on what specifically I did wrong or whether my suspension is eligible for reconsideration.I have attached screenshots showing my initial appeal option, the appeal under review, and the subsequent denial, demonstrating that the appeal process did not allow for fair consideration.I'm requesting that Microsoft either:Provide a clear and specific reason for the permanent suspension and allow a second appeal or escalation so my case can be fairly reviewed with at least some kind of chance to get my account back.Thank you for your assistance.Sincerely, - *** D

  Business Response

  Date: 09/01/2025

  Dear ***,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the permanent suspension of your Xbox account (IIKingDogeII) on August 14, 2025. We understand how deeply frustrating this situation must be, especially given your long history with the account and the time and money youve invested over the past five years.
  
  Weve reviewed your concerns, including the lack of detailed explanation in the enforcement portal, the denial of your initial appeal, and the absence of a second appeal option. We also acknowledge your efforts to seek clarification and escalation through Xbox Support.
  
  Please know that enforcement actions are managed exclusively by the Xbox Enforcement Team, and only they have the authority to review, modify, or reverse a suspension. While we understand your desire for a fair and transparent process, we unfortunately do not have access to enforcement case details or the ability to escalate them beyond what is available in the **********************************************.
  
  If the portal does not show an option for a second case review, it means the enforcement action is considered final and not eligible for further appeal. We recognize this can feel limiting, but it is consistent with Microsofts enforcement policy.
  
  We appreciate your willingness to take responsibility if a violation occurred, and we regret that we cannot offer additional avenues for escalation. If you have any other questions or need assistance with a different matter, were here to help.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/02/2025

   
  Complaint: 23780946
  
  I am rejecting this response because:
  They are treating this response as a closed punishement instead of actually getting the job done the only other thing that will be accepted along side fair compensation for my account in other words the amount that is being paid per month for my xbox game pass that has been taken out of the banned account after words of the ban, any purchases that have been made be refunded for the unfair treatment, also if there is no other thing to be allowed then the only fair compensation will be to get my account back thank you
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:08/21/2025

  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.

  So for some odd reason Xbox has suspended my account permanently with no real reason no strikes on the account prior to the suspension then I sent an appeal and it got denied saying speculation as the reason I haven't got on my account almost a year now I feel like I got false suspended by there system

  Business Response

  Date: 08/27/2025

  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

• Initial Complaint

  Date:08/21/2025

  Type:Order 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 console/account was permanently banned from Xbox Live without a clear explanation. I followed the official Case Review process, but the appeal was denied instantly with no details or evidence provided. This left me with no transparency or fair opportunity to understand or resolve the issue. I have invested significantly in Xbox services, and I believe the enforcement process was unfair because I was never given specific reasons for the ban.

  Business Response

  Date: 08/28/2025

  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

  Customer Answer

  Date: 08/28/2025

   
  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:08/21/2025

  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 am unable to log in to or recover a MS ***** admin account to cancel a subscription. I have told them this on numerous occasions. They refuse to cancel this subscription. I do not authorize any more payments on my credit card. I have disputed these recurring charges for months. STOP CHARGING MY CREDIT CARD FOR A SERVICE I AM NOT USING AND UNABLE TO CANCEL.

  Business Response

  Date: 08/27/2025

  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.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

• Initial Complaint

  Date:08/21/2025

  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.

  My Microsoft account was recently stolen, and despite following all official recovery procedures, Microsoft has failed to help me regain access. The account contains personal data, digital purchases, Xbox services, and access to Outlook and OneDrive. I immediately submitted recovery forms and contacted support, providing accurate information such as old passwords, purchase history, and linked emails.Microsofts response has been dismissive and repetitive. I've been told that if the automated recovery form fails, theres nothing more support can do. There appears to be no way to escalate my case to a human security team or receive a proper investigation. Ive gone in circles with automated responses and unhelpful agents, despite being able to prove ownership.The recovery system is rigid and flawed. It prioritizes automation over real customer support and fails to recognize legitimate claims if they don't perfectly align with preset criteria. This has resulted in a complete loss of access to my paid services, personal files, and communications. I am concerned about potential identity theft and financial loss due to Microsofts inaction.I am requesting:Escalation of my case to a human investigator or account recovery specialist.Recovery of my stolen account.An explanation of the denials despite the evidence provided.Compensation for paid services lost due to Microsoft's failure to resolve this.I expect better from a company that holds so much responsibility for customer data and digital ************ of affected account: ************************* Reference numbers: SIR21139062, SIR21717260 Sincerely,****** Bark

  Business Response

  Date: 09/01/2025

  Dear ****** Bark,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  
  We understand how important your account is to you and appreciate the effort youve made to provide detailed information. To proceed, please visit the following link:
  
  **********************************
  
  This form is the only method available to confirm you are the rightful owner of your Microsoft account. You may submit the form up to two times per day, and we recommend including any new or previously unsubmitted information to improve the chances of a successful recovery.
  
  If you need help gathering the necessary details or have questions about the process, were here to assist.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23777147
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Bark

• Initial Complaint

  Date:08/21/2025

  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.

  Xbox Profile Account Permanently Banned. Xbox Username: Syphris email: ******************* Details: Account was permanently banned a few years back, I never understood why. And was given very little detail. I believe this was some type of error. I did file an appeal when the account was originally banned around 2017. However there was no action ******** addition there was purchases tied to the account that I never got reimbursed for. Lots of expenses on digital items that I also lost access to due to the ban. Which seems unfair that despite purchasing and owning these digital properties I lost access to them. I would appreciate someone looking into this. Its been some years and I would love to be able to have access again. I would really appreciate a team member looking into this thoroughly. And If we can get this ban reversed or lifted to where I can use the account again I would be incredibly grateful.

  Business Response

  Date: 08/27/2025

  Dear ***** *********,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account enforcement concerns.
  We understand how important your account is and appreciate the time youve taken to share your experience. Please note that enforcement actions, including account suspensions or bans, are handled exclusively by the Xbox Safety & Enforcement Team. For privacy and security reasons, this team does not offer direct contact via phone or email.
  To request a review of an enforcement action, you must submit a Case Review through the official Xbox Enforcement site:
  **********************************************
  If your case review was denied and you believe the enforcement was made in error, we recommend reviewing the Xbox Community Standards and Code of Conduct available on the same site. These documents outline the policies that guide enforcement decisions.
  While we understand this process may feel limited, it is designed to ensure fairness and consistency across all enforcement actions. We encourage you to preserve any relevant evidence and continue monitoring your account status through the Enforcement portal.
  Thank you again for reaching out, and for being a valued member of the Xbox community.
  Sincerely,
  Microsoft Corporation

  Business Response

  Date: 08/27/2025

  Dear ***** *********,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account enforcement concerns.
  We understand how important your account is and appreciate the time youve taken to share your experience. Please note that enforcement actions, including account suspensions or bans, are handled exclusively by the Xbox Safety & Enforcement Team. For privacy and security reasons, this team does not offer direct contact via phone or email.
  To request a review of an enforcement action, you must submit a Case Review through the official Xbox Enforcement site:
  **********************************************
  If your case review was denied and you believe the enforcement was made in error, we recommend reviewing the Xbox Community Standards and Code of Conduct available on the same site. These documents outline the policies that guide enforcement decisions.
  While we understand this process may feel limited, it is designed to ensure fairness and consistency across all enforcement actions. We encourage you to preserve any relevant evidence and continue monitoring your account status through the Enforcement portal.
  Thank you again for reaching out, and for being a valued member of the Xbox community.
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23777080
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *********

  Customer Answer

  Date: 09/05/2025

  Was director to a support team that has no availability for contact or resolution. Essentially said they cant do anything. And didnt even bother to look into my case. I already filed an appeal

• Initial Complaint

  Date:08/21/2025

  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.

  My account was compromised and I can prove beyond a doubt it was yet microsoft states they can't do anything for me, this has lead to a loss of hundreds of dollars worth of games, which consequently locked my computer as microsoft requires an account to sign into windows which means my local data is also all inaccessible and I cant use my computer.I had already explained to the security team that my emails were compromised by a virus on my computer (since resolved) but that they had managed to seize access to my Microsoft ********** name and email address is ****** ********* *************************** and is what also appears on my billing information. The primary email on the compromised account was changed to "*******************************************"I clearly am not "**** ********" nor did I authorize this and they acknowledged as such in my escalation ticket but state there is nothing we can do. I've tried in good faith to fix this but it's hard to believe a billion dollar company cant look at payment history and billing history and think "Maybe the Account that has billing information that exact matches this email address didnt suddenly decide to change their primary email and maybe we should revert this change"Its disheartening to hear the resolution to this was "Sorry, a billion dollar company does not have the ability, or doesn't want to help fix your problem" the latter is expected since I'm just one person but the former would just be sad.Attached are screenshots showing my information was changed and my exchange with senior support.

  Business Response

  Date: 08/27/2025

  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:08/20/2025

  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.

  hello am here to write a complain to microsoft for there unhelping agents and system by i contacted them 6 times to recover my account even offering to say out words via ******** but all they said like a bot reply to fill out a form. i did but got instantly denied after like 1min after submitting the form. then i contacted again via livechat and a woman instantly closed my chat same again but then waited a bit and a man ****** nearly helped me but gave same bot response. so here i am today trying to recover i will provide everything i have about my account now. i was in car accident and i just got out of hospital a bit ago and i lost my phone which had my number saved. the email i lost access to was ****************** the first and last name is ****** ******* and my xbox gamertag is MTNS1DE this my PUID: 00037FFE9CF03901. my Billing Address: *******************************************************************. i created my account 17 years ago. last password change was 1 eyar ago. i had fortnite game added to my xbox on Nov 22, 2018. this is my Device ID - **************** and i have a ********************** One X the Serial Number - ************. my gamertag i changed to Breetoka -> MTNSide9078 then from that to MTNSide9078 -> MTNS1DE. my most recent active card is **** 4467 and name is **** ****** ******* on it and expires on 09/26 and my bill address is ****************************************************************. also had another **** which i removed but was **** 6657 **** A ******* expired on 10/25 my bill address was **************************************************************** and had again another **** ****************************** 12/22 bill address was **********************************************. help me out

  Business Response

  Date: 09/01/2025

  Dear ****** *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  
  We understand how important your account is to you and appreciate the effort youve made to provide detailed information. To proceed, please visit the following link:
  
  **********************************
  
  This form is the only method available to confirm you are the rightful owner of your Microsoft account. You may submit the form up to two times per day, and we recommend including any new or previously unsubmitted information to improve the chances of a successful recovery.
  
  If you need help gathering the necessary details or have questions about the process, were here to assist.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23776238
  
  I am rejecting this response because: i tried the form many many many times and its always just instant denies me without real support. i need to speak to an agent so they can help me out please
  
  Sincerely,
  
  ****** *******