Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,640 total complaints in the last 3 years.
2,316 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:08/19/2025
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.
On June 9, 2025, Microsoft charged my Citibank Mastercard $99.99 for what appears to be a renewal of Microsoft 365. I purchased this subscription in June 2024 as a one-time license for my wifes laptop, and I never authorized an automatic renewal.I never received any advance notification or email alert from Microsoft that the renewal was coming, which is standard practice for subscription-based services.I only discovered the charge when I received my July credit card statement. I disputed the charge with ******** on July 24, 2025. The dispute was denied after Microsoft claimed I had accepted click-to-accept terms and missed their 30-day refund window. This window is unfair in my case, as the charge only appeared on my monthly statement and no prior notice was given.I then contacted Microsoft Support directly. I spoke with two different representatives who followed scripted responses and refused to refund the charge.Resolution Requested:1.Full refund of $99.99 charged on June 9, 2025.2.Immediate cancellation of any ongoing subscription or auto-renewal linked to my account.I have attached supporting documentation from Citibank and Microsoft for review.
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. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/27/2025
Dear BBB analyst :

I respectfully reject Microsofts response. Their reply only repeats the fine print argument about automatic renewal, but does not address my main complaint:

I never gave informed consent for renewal.
I never received any advance notification or reminder email that a renewal would occur.
The charge only became visible when my credit card statement arrived in early July. Expecting a customer to dispute within 30 days of a June 9 charge, when no notice was provided, is unreasonable and unfair.

This is not about technical terms, it is about fair business practice. Ethical companies notify customers of renewals. ******************** failed to do so.

I am requesting again:

Full refund of $99.99
Immediate cancellation of any auto-renewal tied to my account
Without notification, this renewal was unauthorized. I urge the BBB to keep this complaint active until a fair resolution is reached.

Regards,

******* *****
**************
Email: *****************************

Business Response
Date: 09/09/2025
Dear ******* *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing concern.
Were writing to confirm that on September 3, our team processed a full refund in the amount of $99.99, which should be reflected in your original payment method within the standard processing period. Additionally, the auto-renewal feature associated with your account has been successfully deactivated to prevent any future recurring charges.
Please note that depending on your financial institution,refunds may take up to 30 days to appear on your account. If you do not see the refund after that time, we recommend contacting your bank or card issuer directly.
We appreciate your patience and thank you for bringing this matter to our attention. If you have any further questions or need additional assistance, feel free to reply to this message.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/09/2025

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:08/19/2025
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 son's Microsoft account was compromised via a social engineering attack on Discord. The attacker gained full access to the account, changed the recovery email and name, and removed him from our Microsoft ************* This locked us out of the account.We immediately followed Microsofts account recovery procedures and received a case ID: ***********. Full verification was provided over 16 days ago, and we were told to expect a response within up to 5-8 days. Since then, weve received no communication from Microsoft despite multiple attempts to contact support via chat, phone, email, and executive escalation.Meanwhile, the attacker has used the compromised account to make fraudulent purchases one of which has already posted to my bank account. I have disputed the charge with my bank, but Microsofts refusal to engage with customers in active fraud scenarios involving minors is deeply concerning.Ive been stonewalled by all available support avenues:Phone support is AI-driven and prevents escalation Chat support refuses to take any action or transfer me to a human escalation path No response has been received from the executive escalation email Ive been blocked from further follow-up despite financial fraud and an open case Resolution Sought:I am requesting the following:- Immediate human contact regarding case SIR21625876 - Suspension or lockout of the compromised account to prevent further fraudulent activity - Removal of all stored payment methods from the compromised account (DONE)- Investigation of and reimbursement for the unauthorized charge(s)- Microsoft must provide better escalation processes for account compromises involving minors and fraud.Desired Outcome:[?] Stop the unauthorized activity [?] Restore access or close the account [?] Remove/secure my payment information [?] Provide a human point of contact to resolve this matter
Business Response
Date: 08/26/2025
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: 09/09/2025
Hello,

Just a quick update on Case ******** - it is not resolved. I am still working with Microsoft to try and regain access to this account, but this has not been resolved, and the process remains difficult.
Business Response
Date: 09/18/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.
After reviewing your case number **********, we can see that a validation process was offered and it is in progress, please remain attentive to our emails since the resolution will be provided through that channel, we appreciate your understanding and patience while this matter is investigated.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/18/2025

Complaint: 23768158

I am rejecting this response because:
The validation process is still ongoing as stated, there are some holdups on the physical verification piece, even though I have provided all information from public IPs to a list of physical addresses along with corresponding ISP/Provider. We are now at over a month and a half with no access to this account, breaching all provided SLAs. I will resolve this when we are able to regain control of this account.

Sincerely,

******* ******
Business Response
Date: 09/23/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.
Following a thorough validation process, we regret to inform you that we were unable to confirm ownership of the account associated with ******************************** As a result, we are unable to grant access to the account.
Please note that all available steps to validate ownership have been completed, and unfortunately, the outcome was unsuccessful. Therefore, no further actions can be taken from our side, and this represents the final resolution for this request.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/23/2025

Complaint: 23768158

I am rejecting this response because:

It is very clear what happened in regards to this account just from the chain of events and ****** messages I have provided (e.g. immediate password change, change of email for 2FA and removal from family group).

Ive also provided everything from phone numbers, addresses, card details, past purchases, birthdates, IP information, family group members and emails - an uncomfortable amount of information that only myself as the account holder (and family group manager) could possibly have the combination of. I was still not offered human assistance via phone, this extremely convoluted account recovery attempt took more than a month and a half for ultimately nothing. As a reminder, this was confirmed financial fraud involving a minor, and all of that information was provided to Microsoft as well.
Many other folks are experiencing the same kinds of hostile account takeovers, and Im concerned for not only Microsofts security as a whole, but the inability to clearly identify one of your own customers with this amount of evidence based on the overwhelming amount of information provided. Three weeks for initial response, with no movement on the issue, requiring me to escalate from multiple angles for a human response, taking over a month and a half to validate information ultimately leading to an unsuccessful account recovery is absolutely unacceptable, by any metric, in the year 2025.

Sincerely,

******* ******
Initial Complaint
Date:08/19/2025
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 Xbox account has been banned indefinitely. We appealed the ban and it was denied. No reason has been given specific to my account. We only play together so not use voice or message chat. We dont use any non Xbox accessories.Over time money has been spent on this account, to have this banned with no reason and having not used the account contravening any Xbox rules is very upsetting.We only play Xbox so we understand the games our kids play.Please look in to the account as it feels like this is some kind of error.All money we have out in to this account is now gone with no reason why which does not seem how a company like Microsoft should be treating ************ account is ********************* MummySparkle is the user name
Business Response
Date: 08/26/2025
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: 08/27/2025

Complaint: 23767550

I am rejecting this response because:

I appreciate the email and I'm glad you are looking in to the matter. I have not closed the case as you are still looking in to this and no conclusion or resolution has yet been reached.
I only had two options to close case or not but as I say I'm grateful for the email.
If you need any further information let me know and I look forward to hearing from you.

Sincerely,

**** ****-*****
Business Response
Date: 09/09/2025
Dear **** ****-*****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern.

After reviewing your complaint and the associated service request ***********), we confirm that our Tier 3 advocate, *****, has been in contact with you and a resolution has been already provided, we are sharing the resolution through this channel too and take into consideration that this is the final resolution regarding this matter:

Following our investigation, the Xbox team has confirmed that the suspension is valid and will remain in effect.Additionally, the specific reason for the enforcement action has already been communicated to you via the Case Review portal. Nonetheless, we will share the information through this channel.

This account was suspended for engaging in the manipulation of Xbox services. This activity can include, but is not limited to:

    Using unauthorized software to make changes to your account, game saves, or interact with Xbox services in an unauthorized way

    Unlocking achievements, prestige level, in-game ranks,or other content the account did not earn

    Manipulating the followers or other data related to friends and followers through unauthorized software or unauthorized interactions with Xbox services

    Manipulation of game clips and screenshots through unauthorized software or unauthorized interactions with Xbox services

    Interfering with or manipulating the network traffic of your devices or the devices of others

Cheating and/or tampering with accounts and devices disrupts the game for other players and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone. To ensure that players continue to have a positive experience, we cannot allow these kinds of violations on the service.

For additional information about how to participate on Xbox Live in a safe and productive way, please visit our Stay Safe page (**********************************************************************************************************),the Microsoft Services Agreement (**************************************************************),and Community Standards for Xbox (**********************************************************************).

This enforcement has been reviewed and determined to be accurate, as such the suspension will be upheld.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/14/2025

Complaint: 23767550

I am rejecting this response because:

I am not satisfied this case has actually been reviewed correctly. Microsoft State they have provided a reason for my permanent ban and loss of all purchases I have made on that account. However all i have received is statements from there policies not and actual statement of an offence or breach of there policy. I haven't been told something with proof where I have broken the rules.
To put this in to context I'm a mum of 2 boys my account was just to be able to play with them on occasion, we do not play competitively, do not enter in to messaging or voice chat. Do not use no Microsoft controllers or any third party devices or software.
I know for a fact I have not behaved in a way to warrant any kind of ban let alone a permanent suspension. I've never had a warning or strike against me ever.
I feel Microsoft response is generic and not detailed to any offence they are suggesting I have committed.
For example when my kids have got warnings it would say at this time you sent this message (with details of message that was against rules) they would then get a ban for a number of days. That's fair you can see what's been done and a punishment for that ban.

Ive attached a screenshot showing I have never been given that explanation. I feel confident this is some mistake as I know 100% I have not broken the rules. I've asked for proof and Microsoft hasn't provided that so I'm not accepting the response.
If you take money from people over time for purchases and then take the account away with a total loss of all purchases etc you owe that customer a detailed explanation of what they have done. Not a copy and paste of the online policy.
This felt like a computer generated response rather than a person actually investigating.

Sincerely,

**** ****-*****
Initial Complaint
Date:08/19/2025
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.
A XBOX gift card was purchased from this location and the code could not be read, it was given as a gift. I had the receipt which was on 7/30/25 for the gift card took it back to the location of purchase, manager stated that the card could not be exchanged I had contacted their corporate office while in the store they also stated to contact Microsoft, when code is entered into the Microsoft site it states not correct and contact the seller which I did. The gift card was for $50.00
Business Response
Date: 09/01/2025
Dear ***** ********.

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Xbox gift card purchased on July 30, 2025, valued at $50.

We understand how frustrating it can be when a gift card code is unreadable or cannot be redeemed. Since the store and its corporate office have directed you to Microsoft, here are the steps you can take to resolve this issue:

Check Your Microsoft Account Order History
Visit ********************************************************* and sign in with your Microsoft account. Look for the gift card and click Order Details to see if the code is listed.

Troubleshoot Redemption Errors
If the code is unreadable or shows as invalid, please visit the Xbox Digital Code Troubleshooting Guide for help. Make sure your account region matches the region where the card was purchased.

Request a Refund or Replacement
You can submit a refund request directly to Microsoft by visiting the **************************************************************************************************. Select the item, provide a reason, and submit the form. Refunds are typically processed within 72 hours, and credits appear within 35 business days.

Contact Microsoft Support
If the code is truly unreadable and not listed in your account, please contact Microsoft Support at ****************************************************. Be sure to include:

A copy of the receipt
A photo of the gift card
A screenshot or description of the error message

Microsoft may be able to validate the code and issue a replacement or refund if eligible.

Please let us know if you need help submitting the request or gathering the necessary documentation. We're here to support you every step of the way.

Warm regards,

Microsoft Corporation
Initial Complaint
Date:08/19/2025
Type:Sales and Advertising 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 an Xbox two years ago, and my account, which had zero strikes or any prior suspensions, was permanently suspended. When I was suspended, they never provided me with a reason for the suspension.
Business Response
Date: 08/26/2025
Dear Jayden,
Thank you for reaching out. If youre looking to contact the Xbox Enforcement team regarding a suspension or enforcement action, please note that they operate independently and do not offer direct contact through traditional support channels.
To submit a case review or check your enforcement history, please visit the official Enforcement site at:
**********************************************
If the option to appeal is not available, it means the enforcement action is not eligible for review. We understand this can be frustrating, and we appreciate your understanding.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/19/2025
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 a personal subscription to Microsoft 365. Through my work and studies, other Microsoft 356 accounts have been imposed on me. Microsoft has had no proper way to keep accounts clearly separate. Only my personal account exists now but I cannot access it because Microsoft reads it as a school account (which does not exist anymore) and requests parental consent - which I cannot give. In other words, it sends me into an inescapable eternity loop. Microsoft has no agents for technical support without a connection. I cannot simply cancel my subscription because they have important portions of my work in their cloud. A hugely important part of my problem is that their settings cause my work to disappear off of my computer into their cloud - even if I never wanted or asked for this feature. Their online trouble-shooting instructions do not provide answers to my predicament. I cannot find ANYONE to talk to. This has been going on for more than a year.
Business Response
Date: 08/26/2025
Dear ******** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau we are truly sorry to hear about the challenges you've been facing with your Microsoft 365 account. We understand how frustrating and disruptive this situation has been, especially given the importance of the data stored in your account.

From what you've described, it appears your personal Microsoft account may have been incorrectly flagged as a child or school account, which is now prompting parental consent requests even though the associated school account no longer exists. This issue can result in a persistent login loop that prevents access to your subscription and cloud-stored content.

Whats Likely Happening
Microsoft accounts can sometimes retain outdated profile information, such as birthdate or organizational affiliation, which may trigger child account restrictions. If the system believes the account holder is underage, it will request parental consent even if the account is actually personal and adult-owned.

Recommended Steps
Here are some actions you can take to begin resolving this issue:

Verify and Update Your Birthdate

Visit ********************************** and sign in.
Navigate to Your Info ? Edit Profile Info.
Ensure your birthdate reflects that you are over 18 (or 19 in ******).

Use an Adult Account to Provide Consent

If prompted, sign in with another adult Microsoft account and follow the steps to approve the consent request.
You can create a temporary adult account if needed. [How to cha...ft Support]

Remove Family Restrictions

Go to ******************************************** and check if your account is listed under a family group.
If so, remove it from the group to lift child restrictions. [Parental c...ft Support]

Account Recovery Form

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.

Data Protection and Access
Microsofts Customer Lockbox feature ensures that no ******************** employee can access your content without your explicit approval. This means your data is secure, but it also means that resolving access issues requires your direct involvement.

Warm regards,

Microsoft Corporation
Initial Complaint
Date:08/19/2025
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 hacked and email changed
Business Response
Date: 08/26/2025
Dear ****** Mugaba,
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:08/18/2025
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 Xbox/Microsoft account was permanently suspended on February 14, 2023. I submitted an appeal through the official Xbox Enforcement website, but my appeal was denied without providing any specific explanation. At the time of suspension, I was barely active on the account, and I am concerned this may have been an error or possible account compromise.I have invested significant time and money into digital purchases on this account, which I can no longer access. I have also been blocked from reaching Microsoft support due to the suspension, leaving me with no direct way to resolve the issue.Requested Resolution:A clear explanation of the exact violation that led to the permanent suspension.A fair second review of my account by the ********************** Enforcement team.Thank you for your time and assistance.
Business Response
Date: 08/26/2025
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:08/18/2025
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 xbox account with perm suspended for no reason they gave me no details why it was suspended i have 5 out of 8 strikes and when u get 8 they suppose to The maximum number of strikes you can receive is eight. If you receive eight strikes, your account wont be able to use features such as messaging, party chat, multiplayer, and other social features for a year.During this time, you can still sign in to your Xbox profile, use certain apps, make purchases, and play games that dont require Xbox services.
Business Response
Date: 08/25/2025
Dear **** *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the permanent suspension of your Xbox account. We understand how concerning this situation can be and appreciate the opportunity to clarify the process.

Contacting the Xbox Enforcement Team
To address enforcement actions such as account suspensions or strikes, you will need to contact the Xbox Enforcement Team directly. They are the only team authorized to investigate and potentially reverse enforcement decisions. You can reach them through the official Xbox Enforcement website:
**********************************************
Once there, you can:

Sign in with your Xbox account.
Review your enforcement history.
Submit a case review if eligible.

Please note that not all enforcement actions qualify for a case review, but the site will guide you through the available options.
Understanding Strike Limits and Account Restrictions
Based on your message, it appears your account has received 5 out of 8 strikes. Xboxs enforcement system is designed to promote a safe and respectful gaming environment. Heres how the strike system works:

Maximum Strikes: 8
Consequences of 8 Strikes: If an account reaches 8 strikes, it will lose access to features such as messaging, party chat, multiplayer, and other social functions for one year.
What Remains Accessible: You will still be able to sign in, use certain apps, make purchases, and play games that do not require Xbox services.

Important Note
Microsoft Support teams, including general customer service, do not have the authority to revoke enforcement actions. Only the Xbox Enforcement Team can review and make decisions regarding bans or suspensions. This ensures consistency and fairness in how community standards are upheld.

If you have any further questions or need help navigating the enforcement site, feel free to reach out.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/18/2025
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.
Current support #********** I purchased a 2TB Xbox Series X through the Microsoft Store. Order #G407554494.I received the item in the first week of July. However, we were able to get a Halo Infinite Edition Xbox Series X during this time. We never even opened the 2TB one we purchased. We received a *** shipping label and was told to send it back.The return was delivered on Aug 5th and support said we would received our refund within 3 business days, making the refund available Aug 8th. It is now August 18th, I have been waiting as this has been escalated and escalated. My billing statement is coming up for my credit card and I want my refund now. It has been 10 days longer than usual. If we do not receive any refund, I will be contacting my credit card institution within 48 hours.I have wasted hours of the phone multiple times for a simple return.
Business Response
Date: 08/25/2025
Dear ******** **********,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your Xbox refund. After reviewing your complaint and service request **********, we found that our Tier 3 advocate, *******, assisted you with this matter. The case has been closed, as our agent confirmed that a refund of $766.49 was successfully processed to your MasterCard ending in **5064 on August *******. Refunds are typically received within 3-5 business days, but the timeframe may extend up to 30 days depending on your financial institutions policies.

We apologize for any inconvenience you may have experienced and appreciate your patience during our investigation.

Based on this information, we will close this complaint as no further action can be taken at this time.

Sincerely,

Microsoft Corporation

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Microsoft is NOT a BBB Accredited Business.