Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,641 total complaints in the last 3 years.
2,321 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:08/18/2025
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.
I have been double charged for Microsoft 365 for the last 5 years.I am usually charged for the Microsoft 365 service on July 7th of every year.A second account was somehow opened 5 years ago and is now charging me for the same service on Aug 15th of every year.All I want is a refund for the overcharge in the amount of $565.72 so I can continue to use the Microsoft 365 amazing software.After speaking to a Microsoft representative, they would not help me at all and said they could only refund me for the last charge of $138.76.The Microsoft case number is: **********
Business Response
Date: 08/26/2025
Dear ****** *******,
Thank you for reaching out to Microsoft Corporation through the Better Business regarding your Microsoft 365 Family subscriptions.

After reviewing your case, we understand that you had two separate Microsoft accounts, each with an active Microsoft 365 Family subscription. While we recognize this may have been unintentional,please note that Microsoft does not create accounts on behalf of ************************** accounts are created and signed into by customers themselves, and subscriptions such as Microsoft 365 Family are activated through deliberate user actions.

As a one-time exception, we have processed a refund of $138.76 for the Microsoft 365 Family charge made in August 2025 on the account ************************* This refund has already been issued and should reflect in your account shortly.

However, we must inform you that charges from previous years are not eligible for refund. Microsofts refund policy allows for cancellations and full refunds only within 30 days of the initial purchase or renewal. You can find the full policy at the following link:

*********************************************************************************** > Section 15. Return Policy.

We appreciate your understanding

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/27/2025

Complaint: 23761025

I am rejecting this response because: It is clear I was double charged from the year 2021 to 2025. While I appreciate the last refund from August 2025, why wouldnt I get refunded for the previous years? I am currently disputing the charges with my bank for the years 2021 to 2024. I dont remember opening the second account and I have know idea how it was opened. It went unnoticed because the transactions are only a month apart and I thought it was the same charge. I understand Microsoft has policies in place but an exception should be made in this case. Please reconsider.

Sincerely,

****** *******
Business Response
Date: 09/08/2025
Dear ****** *******,
Thank you for reaching out to Microsoft Corporation through the Better Business regarding your Microsoft 365 Family subscriptions.

As previously stated, we must inform you that charges from previous years are not eligible for refund. Microsofts refund policy allows for cancellations and full refunds only within 30 days of the initial purchase or renewal. You can find the full policy at the following link:

*********************************************************************************** > Section 15. Return Policy.
Please note, no further refunds will be applied to your account and take this message as a final resolution regarding this matter.

We appreciate your understanding

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 account was wrongfully banned shortly after Skype was shut down, and when attempting to seek info about the ban, I am given a vague response about breaking community guidelines, for an application that I have not used. I have spent hundreds if not more on my account, and have never broken community guidelines. I have tried to appeal the ban several times, but it is impossible to get in touch with someone that is not Ai that can actually help. I have been wrongly locked out of my account for a few months now, and I cannot afford to create a new account.
Business Response
Date: 08/25/2025
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
Customer Answer
Date: 08/26/2025

Complaint: 23760727

I am rejecting this response because:

I created the account ********************** almost 20 years ago if not more, and during my usage, I have never received a violation of community guidelines warnings, nor have I violated community guidelines on any platform associated with my account. To be permanently banned, based on a service that I have not used in probably over 10, and not get a description of what was done to cause the ban is unethical. Also the accounts main purpose, aside from the email usage, was used as the my xbox live account, which if checked, you will see that I do not violate community guidelines.
With research I have found I am not the only person dealing with this issue, as it is widely spread that a lot of accounts have been banned since the Skype service was removed. I have attempted to reach out through other forms of communication but have not been able to have someone actually look at my account and verify the reason of my account ban. I feel as if I am asking the same automated system that wrongfully flagged my account for ban to look again, expecting it to "know" how to properly check an account for a proper appeal.
I have been appealing this issue for the last few months now, and have not gotten a clear response as to what I have done wrong to cause this. I am asking for an actual human to assess my account, and see that I have not violated any community guidelines on any platform I use.
The only actions I have made on my account that were out of my normal xbox live usage (usage of the account should show in *******, ******* for the past 7ish years, and between Slidell and ***********, La), was reporting that my account was compromised and unauthorized purchases for Fortnite and Microsoft office 365 were reported and refunded. otherwise, I was a long running Gamepass subscriber and casual online gamer. I am just trying to regain assess to my account. If I had done something against community guidelines, then I would have no problem taking my punishment. But I truly have not done anything to warrant this, and it is truly heart breaking. I can verify any information needed to show ownership of my account if needed. (Identification, proof of residence, etc)
Sincerely,
**** ******
Business Response
Date: 09/09/2025
Dear **** ******,
Thank you for reaching out and sharing your concerns regarding the suspension of your Microsoft account associated with [email protected] understand how deeply frustrating and disheartening this situation must be,especially given your long-standing history with the account and your commitment to following community guidelines.
We appreciate the detailed context youve provided,including your usage history, location consistency, and the steps you've taken to report unauthorized activity. Your request for a human review is completely valid, and we want to help guide you through the correct process to ensure your account ownership can be verified.
To proceed, we kindly ask that you complete the Account Recovery Form (ACSR), which is the required method to verify ownership before any changes can be made to the account. You can access the form here:
**********************************
Please note:
You may submit the form up to two times per day.
Try to include as much accurate and detailed information as possible, especially if youve submitted it before.
This form is reviewed by our specialized support team, and once ownership is verified, well be able to assist further.
We understand this process may feel impersonal, but it is in place to protect account security and ensure that only verified owners can regain access. If you need help filling out the form or have any questions during the process, feel free to reply directly to this message and Ill be here to assist you.
Thank you again for your patience and for being a valued part of the Microsoft community.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/15/2025

Complaint: 23760727

This has been the most support Ive received so far, thank you for responding to me instead of just pushing me through to the automated systems again. I have attempted to reach out via the link provided, but have not received any responses or confirmation of anything. The form once completed stated I should receive a confirmation within 24 hours, but I have not received a response at all and it has been almost a week since I submitted. Just wondering if there is any updates you may be able to see on your end, or if I should just continue to resubmit the proof of ownership again. Thank you for the time and response, hopefully we can get this resolved soon. Thank you for the support!

**** ******
Initial Complaint
Date:08/18/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was recently banned even though for the last 2 weeks I was playing a videogame by myself and wasnt doing anything wrong I hadnt even talked to anyone during those 2 weeks and I got banned randomly out of the blue under the gamer tag MISTKoala853 and when I went to appeal it it says that they cant send me notifications at this moment please try again. It also has never sent me an email as to why I got banned
Business Response
Date: 08/25/2025
Dear **** *********,

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 (**********************************************************************).

Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.

Thank you,
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.
I want to change my Xbox gamertag to AerobaticAce. However, Microsoft said it is "Not Allowed" even though the gamertag is compliant with Microsoft's code of conduct.
Business Response
Date: 08/25/2025
Dear ******* *****,

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/18/2025
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.
I decided to try out Game Pass and, while I enjoyed it, I didnt have enough time to play and planned to rejoin at a later date. However, upon reviewing my credit card statement, I noticed I was billed for this month. Since I wont have the time to use the service, its frustrating to be charged for a month I wont be using. I attempted to request a refund, but I couldnt find an option to do so, there is no phone or chat support for assistance.
Business Response
Date: 08/25/2025
Dear ***** El-Agha,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Game Pass subscription.
If you would like to request a refund, please visit our refund request portal at:
********************************************************************************************************
Refund eligibility may vary depending on the type of subscription, usage, and time since purchase. If youve already submitted a request and have a case number, feel free to share it with us so we can include it in our review.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/18/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im tired of Microsoft support robotic system banning me in Looking for group services saying I violated a policy when I created looking for group post to find people then get communication banned falsely. Appealed the ban and get denied when my appeal is valid.
Business Response
Date: 08/25/2025
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: 08/25/2025

Complaint: 23760216

I am rejecting this response because:

im waiting for violations that were improperly added to my account to be removed then Ill be satisfied with this dispute.

Sincerely,

***** *****
Business Response
Date: 09/04/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension.
Weve reviewed your account and can confirm that the temporary suspension ended on 08/25/2025, and your account should now be functioning normally. After further review of the violation, we have decided to remove the enforcement strikes associated with this suspension.
We appreciate your patience throughout this process and hope this resolution helps restore your experience with Xbox services.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/17/2025
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 submitting this complaint regarding my Xbox account ************ and Microsofts inability to restore access to content I have purchased. On October 24th, I purchased the $100 version of Call of Duty: Black Ops 6 through this account using a payment card ending in 2260 (exp. 05/25). The console used for this account has serial number ************. Unfortunately, my ********************** console broke, and I no longer have access to the account. I also never verified the email associated with the account, and I do not remember it. The phone number previously linked to the account is old *************) and no longer active. As a result, I am unable to regain access using standard methods.I have attempted multiple submissions through Microsofts Account Recovery Form, but these attempts have not been successful. When contacting support, I was repeatedly told that the recovery form is the only method available and that they cannot escalate the issue manually, even though I have verifiable proof of ownership. This account contains paid content of significant value, and I face the risk of permanently losing access to it despite being able to demonstrate ownership. It is unfair and unreasonable for a paying customer with verifiable proof to be denied access to purchased digital content simply because automated systems have failed. Consumers have the right to access content they have paid for, and I am asking the BBB to assist in ensuring Microsoft upholds this responsibility. I have all relevant information to verify ownership, including:Gamertag: Chxppa5045 Console Serial ******************* Payment card information (last 4 digits: 2260, exp. 05/25)Old phone number linked to the account: ************ Date of purchase: October 24th 2024 I appreciate your attention to this matter and request that Microsoft provide a resolution to prevent the permanent loss of purchased content.Sincerely,****** ****** ************************* **************
Business Response
Date: 08/25/2025
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
Customer Answer
Date: 08/25/2025

Complaint: 23759921

I am rejecting this response because I have already used the method Microsoft provided, and it has been unsuccessful many times. I continue to be unable to resolve the issue through the process they outlined, despite following their instructions carefully. I am requesting that Microsoft provide an alternative solution or direct assistance, as the suggested method has not worked.

Sincerely,
****** ******

Business Response
Date: 09/04/2025
Dear ****** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
We understand how important it is to regain access to your account, and we recognize the frustration this situation has caused.However, in order to make any changes or transfer information from your original account, we must first verify that you are the rightful account owner.
The only method to validate ownership is by successfully completing the Account Recovery Form (****), available here:
**********************************
This process is in place to protect your personal data and ensure that account access is only granted to verified users. You may submit the form up to two times per day, and we strongly recommend including any information not previously providedsuch as past passwords,services used, billing details, or known devices.
Until ownership is confirmed through the **** form, we are unable to proceed with any account changes or data transfers.
We appreciate your patience and understanding, and were here to support you through this process.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/04/2025

Complaint: 23759921

I am rejecting this response because:

Sincerely,

****** ******
Initial Complaint
Date:08/17/2025
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.
8/17/2025 $50. A working OS. I am primarily a Linux user. I have built my PC from scratch, and have learned to avoid windows at all costs over the course of my life. Recently I wanted to play a video game you can ONLY play on windows (a separate, but equally frustrating issue). I installed windows on my PC and because it saw Linux on my hard drive, it nuked the *** I was able to get it running again, but I allowed it to install itself on 200GB of my hard drive. It ignored my instructions and wiped the entire thing to install itself. I had my PC set up in RAID 0, which means that when one drive dies or gets corrupted/wiped, not only do I have to reinstall EVERYTHING on it. I also reliably need a bios reflash when trying to boot Linux after windows AT ALL. It also means I have to spend the next few hours trying to "break" it properly so I can use the hardware again. When this happens I have to do it with NO PERMISSIONS WHATSOEVER, so it takes a minimum of 2-4 hours to see a proper OS launch after something like that, unless I only want windows. I took care of that problem, installed Windows onto an external SSD in order to air gap it so this wouldn't happen again. This forced me to do another BIOS reflash after trying to boot into Linux, second one in 3 days. Ask anyone who knows about computers, you aren't supposed to have to do those often, most of my well versed colleagues and acquaintances have maybe done one or two IN THEIR LIFE. I still cant use one of my hard drives because of this issue. I built this PC myself, why does Microsoft get more power over it than I do? Where is an antitrust that actually works in this country? This is not the first time this has happened, I have wasted countless hours trying to use both and windows makes me jump through a million hoops. Look into trying to change your browser on windows these days too. The business will not resolve the problem. This is how they want it, and its only gotten worse over time.
Business Response
Date: 08/22/2025
Dear ****** English,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support 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:08/17/2025
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.
ive tried everything to get back my outlook account that was hacked about 4 years ago I used to play xbox on it and I had a ton of games and old communication stuff connected to the email and I just cant get it back a few years ago my whole computer was hacked and this was one of the accounts affected and I don't know what else to do but turn here the video attached to this was of me checking my xbox history while logged into the account Ive got so much proof the account is mine I just need help and contact from Microsoft please someone help
Business Response
Date: 08/22/2025
Dear **** ******,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your account recovery issue.

To verify your ownership of your Microsoft Account, please go to ********************************** and provide the requested information. This is the only process available for regaining access to your account. You may submit the form up to two times per day, and it's best to include any new details that you have not submitted before. If the **** form does not confirm your ownership, we will not be able to proceed further.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/17/2025
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.
Subject: Request for Review and Reinstatement of Banned Dear BBB Team,I am writing to formally request a review of the recent enforcement action taken against my account, which was unexpectedly banned on August 13th, 2025. I have not received any clear explanation regarding the reason for this ban, and I am genuinely confused and concerned, as I have always strived to follow the Xbox Community Standards. This account is extremely important to me not only is it the one I use to communicate and play with friends, but it is also the account through which I make all of my digital purchases, including games, in-game content, and my monthly subscription to Xbox Game Pass Ultimate, which Ive been paying approximately $30 per month for. The sudden loss of access has disrupted my ability to enjoy the services Ive invested in and connect with my gaming community. I respectfully ask that you investigate this matter and provide clarification regarding the reason for the ban. If there was a misunderstanding or error, I would greatly appreciate the opportunity to resolve it and have my account reinstated. I am more than willing to cooperate fully and provide any additional information needed to support this review. Thank you for your time and attention to this matter. I look forward to your response and hope for a good outcome
Business Response
Date: 08/22/2025
Dear ***** ******** Iii

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension. We understand how important it is to resolve your issue promptly and accurately.

To ensure you receive the most appropriate support, we kindly ask that you contact the Xbox Enforcement Team, who are best equipped to assist with matters related to account enforcement, policy violations, and related concerns.
You can reach the Xbox Enforcement Team directly through the following link:
**********************************************

Once there, youll be able to:

Review any enforcement actions on your account.
Submit a case review if applicable.
Access detailed information about Xbox policies and enforcement procedures.

Please remember to include the email address linked to the affected account or the gamer tag associated with the account if you need to submit further complaints.

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

Warm regards,

Microsoft Corporation

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