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.
2,320 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:08/17/2025
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.
When Windows 10 came out there were statements made that it was the last of the operating systems with end of service life. Microsoft never rebutted these claims. Now, Microsoft is telling me that it will allow my operating system on October 14 to be subject to hacking and abuse by malicious actors it knows about and won't patch bugs it knows about except for if I sync my account to the cloud, where Microsoft will have my personal information to use abusively.This is what Microsoft is doing when it does these end of service life matters and won't support fixing errors in its software programs unless I sync with the cloud.
Business Response
Date: 08/28/2025
Dear **** ******,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding the upcoming end of support for Windows 10. We understand that changes to operating system support can raise important questions, and we appreciate the opportunity to clarify.

-End of Support Timeline
Microsoft has officially announced that support for Windows 10 will end on October 14, 2025. After this date,the operating system will no longer receive security updates, bug fixes, or technical support. This is part of Microsofts standard lifecycle policy, which has been publicly communicated and updated over time.
-Security and Support Options
While Windows 10 will continue to function after the end of support, it will be more vulnerable to security threats. To help customers who need more time to transition, Microsoft is offering Extended Security Updates (ESU) for Windows 10 version 22H2. These updates are available through a paid subscription and will provide critical security patches for up to three additional years.
Importantly, no cloud sync or personal data sharing is required to receive ESU or upgrade to Windows 11. Microsoft does not mandate cloud integration for continued support, and your privacy remains protected under Microsofts data handling policies.
- Addressing Misunderstandings
We understand there may have been early statements suggesting Windows 10 would be the last version of Windows.However, Microsoft never formally committed to this, and the introduction of Windows 11 reflects the need to evolve with new hardware and security standards.
-Your Options
You have several paths forward:
Upgrade to Windows 11 (free if your device is compatible).
Continue using Windows 10 with awareness of the risks.
Subscribe to ESU for continued security updates.

Were here to support you through this transition and ensure you have the information needed to make the best decision for your setup.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/05/2025
It seems unusual that I get 3 days to respond before a case gets falsely closed as resolved but the business can respond any time? If they fail to respond within 30 days then remember and respond, you count that. So I am asking you re-open so I can reject the response.

I am rejecting because:
- I requested a no cost extension due to Microsoft's wrongs and nothing was stated regarding that.
- Microsoft never pushed back on the media attention on Windows 10 being the last version when it pushes back on other things it thinks are against its interest. It liked this coverage because it drove Windows 10 sales. Now it shoudl be responsible for those actions and honor its product a little longer.
-
Initial Complaint
Date:08/16/2025
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.
As described down below. I went to login to my Xbox and it was shut down for suspicious activity. I told them that the information attached to the account, phone number and email, cannot be used but I cant change it as it requires use first, I cant get in the Gmail account and I cant use the phone number I haven't had for years, I filed for appeal but they told me I haven't provided enough information. I simply purchased a game from my wife's Xbox with my account and credit card. I know that probably flagged the system but I have down more than enough to provide who I am and if they need bank statements I have a screenshot of the purchase. I dont want to lose my account as it is worth thousands of dollars and 7 years old. All my owned games will be gone.
Business Response
Date: 08/21/2025
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:08/16/2025
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.
Over 5 months ago I subscribed to Microsoft 365 Family and paid for the annual subscription, however, my original Microsoft account is tied with my ************************ email account as is my old cell number I no longer have access to. Now, even when I paid for the Office 365 Family Annual Subscription, I have no access to it, plus, when I call Microsoft Support, I cannot access a real person, only an AI bot and this is taking me through a recycling thing where to access my account I must receive a code sent to a phone I don't have for over 6 years now!! In the past, when i had some issues with this company, I was able to talk to a live agent, but now that's not possible. I want the service, I paid for the service, BUT i caqnnot get to it because of this AI gate keeper!
Business Response
Date: 08/21/2025
Dear ******* *****-*******,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

To proceed, please visit ********************************** and provide the necessary information to verify your ownership of the Microsoft account. This is the only available method to regain access. You may submit the form up to two times per day, and we recommend including details that have not been previously provided.

If ownership cannot be verified through this process, we regret that no further action can be taken.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/21/2025

Complaint: 23757557

I am rejecting this response because:
The vendor has not presented me with a viable solution to the problem vendor has created from a lack a real customers support. I need real support, and I gave Microsoft Corporation sufficient details and ways to get in touch with me and they only took the messed up way of contacting me via a perfunctory email which has created more complications than good.
Sincerely,

******* *****-*******
Business Response
Date: 09/05/2025
Dear ******* *****-*******,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery concern.

To move forward, please visit the following secure link:

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

This form is the only available method to verify ownership and initiate recovery of your Microsoft account.

You may submit the form up to two times per day, and we encourage you to include any details that may not have been provided previously to improve the chances of successful verification.

Please note that if ownership cannot be confirmed through this process, we regret that no further action can be taken.

We appreciate you're understanding and thank you for your continued trust in Microsoft.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I logged into my Xbox yesterday 15 August 2025 and was prompted to change my password. So I verified the last 4 of my phone number, entered my text message code, and changed my password. Later that night I received a suspicious activity text message. Today, 16 August 2025, I logged into my Xbox and was again prompted to change my password. So again I verified the last 4 of my phone number, entered my text message code, and changed my password. It wouldnt let me change my password and I received an error unable to process. After trying on my Xbox three times, I tried on my phone. When I tried on my phone it wouldnt let not send me a code after verifying the last 4 of my phone number. I then proceeded to Microsoft support which had me fill out a request form due to my account being possibly temporarily suspended due to suspicious activity. I filled out the form and received a quick reply saying my account was unable to be verified, my account was blocked, and the ticket was closed. I have spent thousands of dollars on Xbox devices and games over the years and have never had an issues. The worst part is that I can verify so much information to prove that it is my account, to include years of bank transaction names and dates, the numerous addresses Ive lived at (thanks to the military), and the device information for both Xboxs I have owned. But due to not being able to receive support from a live person that can verify this, I am stuck with generic forms and answers from an ai software system. I love Xbox. My son loves playing with me. I hate having to do something like this but I fear it is the only way to get real help. All I want is to be able to use my account. The one that I have bought games with and made hours of progress on. Thank you in advance for anyone who helps
Business Response
Date: 08/21/2025
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. If you already filled out this form and passed the validation, please confirm us the Microsoft account email address so we can further review.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/21/2025

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:08/16/2025
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 was unjustifiably permanently banned on Xbox for something I did not do and the enforcement team denied my appeal without even investigating properly. I have spent thousands on my Xbox account and now it is all gone. I would like my account back and I would like to sue them for emotional distress and loss of enjoyment of life for this situation.
Business Response
Date: 08/21/2025
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: 08/21/2025

Complaint: 23757395

I am rejecting this response because: I know that them reaching out is going to get me nowhere. Im not seeking to be given false hope that this situation to be resolved just for them to end up saying their decision to ban my account stands I was wrongfully banned and I am seeking financial refunds for the THOUSANDS of dollars and years of my life that I have spent on that account. This wrongful ban as caused me a lot of mental stress and has made me feel helpless and depressed. Their enforcement team has no means of communication and wrongfully banned people all the time. Im tired of them getting away with it and I will not stand for this injustice anymore.

Sincerely,

****** *******
Business Response
Date: 09/04/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account enforcement concern.
We understand the seriousness of your situation and the emotional impact this has had. Youve expressed that your account was permanently suspended without justification, and that this action has resulted in significant financial loss and personal distress. We also acknowledge your frustration with the lack of direct communication from our Xbox Safety team and your belief that the enforcement process lacks transparency and fairness.

We understand your concern that this process may not lead to a resolution, but it remains the only channel through which enforcement decisions can be reviewed. Unfortunately, enforcement decisions are final once a case review has been completed, and Microsoft does not offer financial reimbursement for digital content or time invested on accounts that have been permanently suspended.
We recognize the importance of your feedback and take these concerns seriously. While we are unable to override enforcement decisions or issue refunds for account-related bans, your comments have been noted and will be shared with the appropriate teams for internal review.
If you have additional questions or would like to confirm whether a case review was submitted, please feel free to reply to this message.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/04/2025

Complaint: 23757395

I am rejecting this response because:
I have spoke with a couple people from the Xbox team and have told them the circumstances of my situation. I am not the only one who uses my Xbox and was not aware that the other person using my Xbox was sending messages that got the account banned because he would delete them and never told me so I was unaware until the account got banned. I was told the team would take another look. I am aware the responsibility falls on me because I am the account owner but i genuinely had no idea he was sending messages that got the account banned, because he was deleting them and not telling me. I truly hope this ban can be lifted. I will not accept otherwise. I will not just lay down and take this, I have spent way too much time and money on this account to just lose everything. I will do everything in my power to make sure this ban gets lifted or I get fair compensation for all those years of my life and money I spent.

Sincerely,

****** *******
Business Response
Date: 09/17/2025
Dear ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the enforcement action taken on your Xbox account.
We understand your concerns and appreciate the context youve shared. Based on our review, the account was permanently suspended due to violations of the Microsoft Services Agreement. While we understand that others may have had access to your account or console, enforcement actions are tied to the account itself, and the account owner is ultimately responsible for all activity associated with it.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 09/17/2025

Complaint: 23757395

I am rejecting this response because: I was not the one who sent the messages and wasnt even aware of what got the account banned in the first place, when I submit the appeal I was unaware of the circumstances regarding the ban. I am NOT responsible for someone elses actions on my account. I will continue to pursue legal action and will be contacting a lawyer to sue Microsoft for the stress and financial damage this situation has caused. I have spent thousands of dollars on that account and gave years of my life to it. I will not just sit by idle and let this stand. I have been given false hope by this company saying they would look into it and its all been nothing but lies. I am tired of being lied to and falsely accused of doing something I did not do. This is wrong and the ban on my account needs to be lifted, point blank, period.

Sincerely,

****** *******
Initial Complaint
Date:08/16/2025
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 live account was permanently banned 8/11/25 at 11:27 a.m. because Microsoft beleived I was "manitpualting Xbox services" which I was not doing. All purchases are tied to the account. I have reached out through their appeals process they allow banned accounts to go through and I have not received my account back. I have also sent them an email the same day asking to talk to someone about this issue and they have not responded since. Due to my account being banned I not only lost 9 years of progress I had in my games, I have lost access to 50+ games in which I spent well over $1000 for. Microsoft states on their Xbox enforcement website, once my account is banned, their is no one for me to contact as it is the Xbox enforcement team section of Microsoft which deals with these problems however there is no way to contact them. Reading online, this is a comman theme of getting an account ban for no reason. I have been an Xbox customer for 9 years and I ahce also bought many xboxs and Xbox accessories totalling in at least $1500. Furthermore Xbox enforcement has a ban history section as laid out in one of my screenshots and I have eno previous ban history or strikes. All of microsoft answering machines tell me to go online and read a help article written by them and does not offer any advice on the issue I am facing. On top of all the money I spent, I have ebeen spending a monthy amount of $20 for Xbox live.
Business Response
Date: 08/21/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts 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: 08/23/2025

Complaint: 23757115

I have been a Xbox customer for 9 years and never modified my account or cheated in any game and have had no suspensions or bans before this, my user is DEATH *********. I have also not violated the terms of service or end users agreement

Sincerely,

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

Upon reviewing your complaint and the associated service request ***********), we confirm that our Tier 3 advocate, *****, has been in contact with you regarding this matter.

We would like to reiterate the final resolution shared with you:

Following our investigation, the Xbox team has confirmed that the suspension in question 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: 09/08/2025

Complaint: 23757115
I have sent this email since then and have not received response:

Thank you for the correspondence. I sincerely appreciate you conducting a thorough review which led to my account suspension.
In your email dated 08/27/25, you stated that the specific reason for the enforcement action has already been communicated to you via the Case Review portal. Further, your email stated that the account was suspended for engaging in the manipulation of Xbox services. This activity can include, but is not limited to, 6 different broad categories.
1. Using unauthorized software to make changes to your account, game saves, or interact with Xbox services in an unauthorized way,
2. Unlocking achievements, prestige level, in-game ranks, or other content the account did not earn,
3. Manipulating the followers or other data related to friends and followers through unauthorized software or unauthorized interactions with Xbox services
4. Manipulation of game clips and screenshots through unauthorized software or unauthorized software or unauthorized interactions with Xbox services
5. Interfering with or manipulating the network traffic of your devices or the devices of others
6. 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.
This is not a specific reason. These categories are broad and vague, and through your description, may not encapsulate the specific violation (may not be limited to) This list of potential categories provides no insight into my specific offense. I would like to understand: (1) which of these categories I violated? (2) When did I violate the category? (3) How did I violate it? Since you have conducted a thorough review and confirmed the suspension I would like to understand your rationale.
After being a loyal customer for 9 years and investing over $6000 dollars into Xbox as a gaming platform, I believe I have a right to understand what specific offense I committed. I do not believe I have violated any of the above categories or the spirit in which the categories protect users to ensure they have a positive experience. I am sincerely frustrated, disappointed and confused as to why I can no longer play the system and enjoy Xbox live services in which I have invested so much money and time.
Initial Complaint
Date:08/16/2025
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 account was permanently banned on August 14, 2025 at approximately 2:43 PM ET. The enforcement completely and indefinitely suspended my account with no reason or evidence provided. I have nearly ************************************************* enforcement actions and I am unaware of any conduct that would violate Xboxs Community Standards.After the ban, I promptly submitted a case review; it was denied in under 24 hours with no details. This action removed access to my account and to digital content purchased over many years, causing financial and practical harm. Given my clean history and the lack of transparency, I believe the enforcement is inaccurate or unsupported
Business Response
Date: 08/27/2025
After a thorough review, we have determined that the account in question was suspended for manipulating Xbox services. Specifically, our enforcement team has evidence that the account used unauthorized software called Partyhax to make changes to the account, game saves, or interact with Xbox services in an unauthorized manner.

It's important to note that cheating and tampering with accounts and devices not only disrupts the game for other players but also undermines their hard work and dedication. We are committed to ensuring that Xbox Live remains a fun and safe environment for everyone. Unfortunately, to maintain the integrity of our service, we cannot tolerate such violations.

For more information on why we take cheating seriously, I encourage you to visit our Stay Safe page (******************************************************************). Additionally, to check the length of the current suspension, the customer can visit our enforcement website (****************************************************).

Moving forward, please remind the customer that especially severe or repeated violations of Microsoft's Community Standards for Xbox may result in further actions,including permanent account suspensions or device bans.

Thank you for your understanding and cooperation.

Best regards,
The Xbox Safety Team
Customer Answer
Date: 08/27/2025

Complaint: 23756684

I am rejecting this response because:

Sincerely,

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

If Xbox can provide proof that I personally used Partyhax to cheat or gain an advantage, I will immediately drop this complaint.
If Xbox cannot provide proof, then this enforcement action is unjustified and must be re-reviewed.

So far, Xbox has only issued a generic statement. As a paying customer, I have a right to transparency, especially when thousands of dollars and years of investment into my account are at stake. Consumers should not be permanently penalized without any evidence being shared.

However, in the interest of resolving this matter fairly, I am also willing to propose a compromise:

Even if Xbox continues to believe its enforcement stance is correct, I am requesting that the penalty be reduced from a permanent suspension to a time-limited suspension (for example, 612 months).

This would allow Xbox to maintain its enforcement position while also treating me fairly as a long-term paying customer. It provides a reasonable middle ground that protects Xboxs policies without permanently punishing me when no evidence has been shared.

If Xbox refuses to provide proof or consider a fair compromise, I will have no choice but to escalate this matter beyond the BBB, including filing complaints with my State ************************ and the ************************ (***) for unfair and deceptive business practices.

Once again, I am not asking for special treatment only fairness, accountability, and proof. If Xbox can show I actually used Partyhax to my advantage, I will accept the consequences and drop this matter immediately. If they cannot, then I ask for either reversal or at minimum a reduced suspension as a good-faith settlement

Sincerely
***** *********
Business Response
Date: 09/09/2025
Dear ***** *********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the enforcement action taken on your Xbox account.
We understand your concerns and the seriousness of your request. However, after a thorough review, we must reiterate that Microsoft does not provide specific evidence or investigative details related to enforcement actions, in order to protect the integrity of our detection systems and the privacy of all users.
We recognize your position and the investment youve made in your account. That said, our records confirm that the enforcement action was applied in accordance with the Xbox Community Standards and Terms of Use,which all users agree to upon account creation and continued use of the service.
At this time:
The enforcement action remains in place.
We are unable to offer a reduction or modification to the penalty.
No further appeal options are available through the Xbox Enforcement team.
We understand this may not be the outcome you were hoping for, but we must uphold our policies consistently to ensure a safe and fair environment for all players.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/09/2025

Complaint: 23756684

I am rejecting this response because:

To Whom It May Concern,

I am once again rejecting Microsofts response because it does not address the core issue: I have never personally used Partyhax, nor attempted to cheat on Xbox. Microsoft continues to provide only generic template replies while refusing to supply any evidence whatsoever.

I must stress the seriousness of this: I have invested thousands of dollars and years of time into this account. A permanent suspension with no evidence provided is both unfair and harmful to me as a consumer. Microsofts refusal to provide proof or even specify what activity supposedly occurred prevents me from defending myself. This is the very definition of an unfair and deceptive business practice.

At this point, I am formally requesting that this case be escalated beyond the generic enforcement response team and reviewed by a higher-level manager within Xbox Safety or Microsofts legal compliance division. If Microsoft cannot provide evidence that I personally used Partyhax to cheat, then the suspension must either be lifted or reduced to a time-limited ban.

If Microsoft refuses again, I will proceed with filing complaints with:

The New Jersey State Attorney Generals Office
The ************************ (***)
Any applicable consumer protection agencies regarding unfair enforcement practices.

I am not asking for special treatment. I am asking for proof, fairness, and accountability. If Microsoft cannot provide evidence, then the permanent ban is unjust.

Sincerely,
***** *********
Initial Complaint
Date:08/16/2025
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, and by extension my Xbox and ****** 365 accounts, have been purposely blocked by Microsoft (and its Canadian affiliate) for well over a year now because every time I try to submit account recovery form, their automatic response system denies my request to recover my account. I have been a loyal Microsoft and Xbox user since 2008, when I first got my account under my original email address at the time, and did change my email address twice during the period between 2008 to 2023, the year 2023 being when this issue commenced. In spring 2023, I had to change my personal email and cell phone number due to a security threat, and I was not able to access my Microsoft account to change anything as only a few months after when I did try to, they blocked me out. Since summer 2023 to now, I have submitted numerous constant account recovery forms and every one has been denied. I have provided every accurate detail, from old email addresses, to old credit card numbers, to Xbox gamer ID, to old passwords, to my own name, and they refuse to budge. Following consultation of Reddit and the public forums, I have decided to go to the BBB to see if anything can be done to recover my account, an account of a customer who has loyally paid and followed Microsoft and their Xbox and ****** services for 17 years as of 2025.
Business Response
Date: 08/21/2025
Dear **** ********,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

To proceed, please visit ********************************** and provide the necessary information to verify your ownership of the Microsoft account. This is the only available method to regain access. You may submit the form up to two times per day, and we recommend including details that have not been previously provided.

If ownership cannot be verified through this process, we regret that no further action can be taken.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/21/2025

Complaint: 23756379

I am rejecting this response because: I have submitted numerous recovery links with all the information I could have ever put down, even down to my own birthday and name, and your system still rejected. It is truly pathetic that Microsoft is still refusing and blaming it on the automated system, especially as a loyal Microsoft and Xbox user of well over 15 years or so. It is truly pathetic that no other way exists and Microsoft is content on letting my account go all on the grounds of a pathetic privacy policy. I WILL GRANT YOU PERMISSION TO ACCESS MY ACCOUNT IF THAT IS NEEDED, JUST ASK.
Assuming this matter cannot be solved in good faith, I will not be returning to Microsoft, and will likely convert to **** and PlayStation when and if the time comes. The company, which I know is multibillion in worth, should be ashamed of itself. I demand as a loyal paying customer of 15 unquestioned years that some way is found to get my account back.

Sincerely,

**** ********
Initial Complaint
Date:08/16/2025
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 a complaint against Microsoft regarding their refusal to accept my valid new bank card for billing on Microsoft services (Azure/Microsoft 365).Over the past month, I have spent dozens of hours on support calls and emails with Microsoft attempting to update my payment method. Despite providing a valid new card, Microsofts systems continue to reject it. Instead of resolving the issue, Microsoft support repeatedly sent me through unnecessary and time-consuming steps, including performing software engineering tasks at their request.The result is that I have been unable to use the services I am trying to pay for. This has caused disruption to my business and wasted a significant amount of my time.The nature of the dispute: Microsoft is refusing to process a valid payment method and has failed to provide a reasonable solution despite extensive effort on my part.I am requesting that Microsoft: 1. Immediately update my payment method to the new bank card I provided. 2. Ensure uninterrupted access to my Microsoft services (Azure/Microsoft 365). 3. Provide an apology and acknowledgment of the excessive time wasted due to their inadequate support process.
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.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/16/2025
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 writing and filing a complaint with BBB regarding criminal theft and unauthorized charges by Microsoft Xbox for the third time in as many months. Customer Relationship Specialist ****** *. with Microsoft, sends me ghost emails, pretending to offer help. ****** *. provides a ticket number (#**********) and nothing further. Ive provided ****** *. my phone number ***********) several times, and requested a phone number to contact him, to no avail. Im continuing to be charged $21.00 a month for various Xbox Live subscriptions, when I havent owned an Xbox since May. Even when I owned my Xbox, I was being charged for services I never requested, wanted, agreed, or signed up for. Im just a regular, hard-working American with a 45k a year salary. I cant afford being victimized by Microsoft Xbox over and over again. Please stop Microsoft. Please someone help.
Business Response
Date: 08/27/2025
Dear ******* *********,
We have conducted a thorough review of your account suspension and noted that our representative, ****** *., has made several attempts to contact you via email and phone to assist with your concern.Despite these efforts, we did not receive a response, including to our latest request to schedule a callback in order to resolve the issue.
For proper documentation and to facilitate effective support, we kindly request that you provide the following information by email:
The Microsoft account associated with the charges
The phone number you would like us to use for contact
Your preferred time for a callback
Once we receive these details, we will be able to proceed and ensure that your concerns are addressed appropriately.
As per our standard procedure, the case has been closed.Should you require further assistance, please contact our Official Microsoft Support channels at **************** or visit ********************************************************** to connect with one of our agents.
Sincerely,
Microsoft Corporation

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