Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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  Microsoft Corporation

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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:06/06/2025

  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 Nov. 4, 2024, I purchased Clipchamp ******* Video editor from Microsoft for $83.59. I never received any ******* services. When on the phone and REAL Customer Chats [texting over internet] for more than 2 hours on April 17 and 19, 2025 Case #**********, they could not help me. Upon further cancellation of services they later said, "I can't final any account [subscriptions] for you," under any [of my gmail nor yahoo] addresses with your name. I paid for services with a Discover card, and received a "Renewal" notice five months into subscription. I lost nearly 15 hours in trying to export a 14-min video needed before April 21, 2025. I have copies of emails to their Service Centers, Screen Shots of Bot/Real Texts and evidence of downloading their program, Titled "*******". Unfortunately, I have deleted account and program from computer as it was taking up 20GB and I couldn't edit other videos using alternative APs. Still, I have screenshots of that 20GB in my Hard Drive, and other evidence.I would like the video "Songkran Day 2 Sunday, April 13, 2025" or ""xSongkran Day 2 Sunday, April 13, 2025" sent to me [if it is in their CLOUD] as I've processed it three times, only to have it claim, "Couldn't Download - Disc full", even after I'd reduced all videos sizes and deleted more than 10 extra GB from my Hard Drive. Additionally, Microsoft must return my $83.59 for no services were ever provided - none of their "*******" extras were ever available to me when I attempted to use them.Thank you for your timely attention to this matter,***** ******

  Business Response

  Date: 06/12/2025

  Dear ***** ******,
  
  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

  Customer Answer

  Date: 06/12/2025

   
  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.
  

  I have four subsequent documents (screenshots) of emails from Microsoft asking for renewal of Clipchamp account but since Im on my phone and phones are in laptop, I cant send them right now. 
  
  Sincerely,
  
  ***** L. ******

• Initial Complaint

  Date:06/05/2025

  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.

  Yesterday i got home after not touching my xbox to play games for literal months and the day microsoft auto charged me for their subscription to xbox they immediately banned me for 61 days for a message sent awhile ago. i may have 7/8 strikes but all of them have been bogus. they care about protecting their community until its someone defending themselves then the aggressor gets nothing and victim (me in this case) get absurd bans. The xbox account is ***************. they immediately denied my appeal too. all over a b word after i got called racial slurs and griefed online.

  Business Response

  Date: 06/12/2025

  
  Hi ****** ******,
  
  Thank you for contacting us. Here are the Official Microsoft support channels **************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. Additionally, you can submit a case review for your suspension by visiting ******************************************************************************************************************

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:06/05/2025

  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 just opened the new Microsoft account and got suspended the same day from Xbox Live.

  Business Response

  Date: 06/10/2025

  Hi ****** *****,
  
  Thank you for contacting us. Here are the Official Microsoft support channels **************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. Additionally you can try the recovery form, to recover your account, ******************************************************************************************************************
  
  Sincerely,
  
  Microsoft Corporation.

• Initial Complaint

  Date:06/05/2025

  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.

  Subject: Unfair Microsoft Account Ban and Appeal Denial (Case #SIR21310327)Hello,I am filing this complaint regarding my Microsoft account, which was recently permanently restricted or banned due to an alleged violation of policy. The case reference number is SIR21310327.I submitted an appeal to Microsoft, believing the action taken against my account was a mistake or misunderstanding. However, the appeal was denied, and the decision was upheld without a clear explanation or opportunity to provide further context. The notice only stated a violation related to "Abuse of our Platform and Services," which is vague and did not include any specific evidence or incidents.I believe this action may have been automated or misapplied, and I was not given a fair chance to present my side. I am requesting that Microsoft perform a manual review of the case, or provide a detailed explanation of the violation and evidence so that I can understand what led to this action.I am a regular user of ******************** services, including Xbox, and I have invested both time and money into the platform. I believe that more transparency and a second review are fair to ask, especially since I was not abusive or intentionally violating any rules.Resolution Requested:A manual re-review of my case by a support agent.A detailed explanation of what specific actions triggered the ban.Reinstatement of my account if no clear violation is found.Thank you for your help in resolving this issue.Sincerely,***** ******** ***********************

  Business Response

  Date: 06/13/2025

  Dear ***** ********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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:06/04/2025

  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.

  XBOX Game Pass subscription charge - I have automatic bill pay option turned off, which essentially cancels your online subscription at the end of the billing cycle. However, XBOX turned it back on without my permission and charged me for $16.53 on June 3, 2025. Their online refund website only goes in circles so that there is no way to request a refund. It loops you around and around back to the beginning on purpose, so they can steal your money. There is no way to talk to a human, no way to send an email, and no way to request a refund for fraudulent charges. Why is it so easy to give them money, but impossible to request a refund? Seems like fraud to me.Since they are doing this on purpose because they designed their website to have no possible way to resolve an issue, this seems like something the BBB can assist with. They don't seem to care about me, but perhaps they will respond to you?

  Business Response

  Date: 06/10/2025

  Dear *** *********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.
  
  We hope this message finds you well. We are addressing your billing issues with Microsoft order #d6269e89-6f80-414d-917d-6b364f81e886.
  
  We are pleased to inform you that we have successfully processed a refund of ***** USD to the **** card ending in 6494.
  
  Generally, refunds are received within 72 hours, but may take up to 30 days depending on your financial institution's policies.
  
  We sincerely apologize for any inconvenience you have experienced, and we appreciate your understanding and patience while we investigated this issue.
  
  Given this information, we will be closing this complaint as there is no further action we can take regarding this case.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/04/2025

  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 am locked out of my Microsoft account ************************* and have submitted the account recovery form multiple times. Despite the fact that I still have full access to the email inbox associated with the account, ******************** continues to deny recovery requests.I also have a Microsoft Store purchase receipt for Minecraft ************** Edition (purchased September 2023) and the original account verification email from 2022 proving ownership.The system says it will send a one-time sign-in code to my email address, but the code is never actually delivered, and I am caught in a broken loop. I am unable to reset the password or reach a human through any support channels. The only response I receive is a denial from the automated recovery process. I am stuck in a loop of AI support models when I attempt to call, which simply refer me back to the redundant support channels that are ineffective. This account is tied to my personal computer, work, and critical files. I am urgently requesting human escalation, manual identity verification, and help restoring access to my account. I am happy to provide any proof required.

  Business Response

  Date: 06/13/2025

  Dear ******* ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we regret to inform you there's no further assistance we can provide as our account recovery form is our established procedure to regain access to an account. We understand this isn't the resolution you had hoped for, but this is based on our policies and procedures. 
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:06/04/2025

  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 an account with ******************** and I have an annual payment scheduled for 6/17/25 for the amount of $99.99. Im trying to cancel that schedule payment before I get charged. I tried logging into my account, I have the correct username and password but it ask for a secondary verification. And the secondary verification is an email I dont have anymore. So they have been having me fill out a account recovery form and I still cant get into my account. ******************** has the worst customer service. They have no numbers to talk to a live agent. I have had to resort to the social media app X to DM their Microsoft support account. They have not been helpful. Im just trying not get charged $99.99 for something I cant even use.

  Business Response

  Date: 06/12/2025

  Dear ***** Board,
  
  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:06/04/2025

  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.

  To Whom It May Concern,CNS is the **************** Provider for the domain ************* and manages multiple Office 365 email accounts through ********************. On May 31, 2025, our Microsoft 365 account was compromised, resulting in the complete loss of administrative ********* a web-based business that is entirely dependent on email communications, this breach has had a catastrophic impact on our operations. We immediately reported the incident and opened support case number ****************. Despite our urgent need for assistance, four days have now passed without a single follow-up from Microsoft support. We still do not have access to our email accounts.During this critical period, we have lost four full days of business operations, including incoming orders and customer communications. We are deeply concerned that the attackers may have contacted our clients directly, potentially causing severe reputational and financial damage.We have made numerous attempts to escalate the matter through Microsoft support and have repeatedly been assured of a callbacknone of which have materialized. The lack of response and urgency from your support team is both unacceptable and distressing, given the gravity of the situation.We urgently request immediate intervention to restore access to our Microsoft 365 account and to mitigate any further damage.Sincerely,****** ********* President **********

  Business Response

  Date: 06/13/2025

  Dear ****** *********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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 11373564.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:06/04/2025

  Type:Customer Service 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 am paying a subscription for Microsoft 365.Last week I contacted Microsoft because I shared a folder with someone that is in onedrive. When we both were making edits in documents within the folder, a message kept appearing that said "you can't make this change because this selection is locked". I was using the desktop version while the other person accessed the file via the web. As a result, I eventually accessed the document via the web because we just could not get work done. We were unable to work productively. There are absolutely no protections or controls on any of the folders/files/documents. I explained this to Microsoft.When they replied (agent names **** *.), they asked for screenshots and recordings. I sent them all of them, including a screen recording. They claimed that they could not access the recording which is false. Ignoring everything I explained to them, they insisted that I have some kind of protection on the document which I do not. After some back and forth, they told me to attach the recording to my email, which I did. Even AFTER that, Microsoft had ANOTHER random customer support agent named ******* ***** who REPEATEDLY copied and pasted the same text to me. I requested that he refrain from spamming my inbox and that there was ALREADY an email thread. Why is UkTrash emailing me in a separate email?His response was to threaten to close the case and mark it as resolved despite them not proving any assistance and fixing the issue...and I am paying for this. This is not free. ********* has continually raised the subscription cost without providing any tangible benefits and no customer ************: **********

  Business Response

  Date: 06/13/2025

  Dear **** Az,

  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

  Customer Answer

  Date: 06/13/2025

   
  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,
  
  Mayo Az

• Initial Complaint

  Date:06/03/2025

  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.

  We have three Xboxs in our home. One of our kids beat someone in a game, and someone sent my kid a message to have fun playing offline. The next day, my kids Xbox received a console ban. The Xbox is only two years old. He also used his same login on his brothers Xbox, which resulted in that device also getting a console ban two days later. We contacted Microsoft/Xbox support, they said they didnt see any issue on the accounts. They said the only thing we could do is buy new Xboxs and to contact them if we have further issues. So I had to spend $600 to replace two Xboxs that were only two years old. We got the new Xboxs and told our kids to use new usernames just in case they were hacked by this random person that sent the threatening message. All was fine. That was 31 days ago. A week ago, my kid decided he wanted to play a game under his old account name (he hated having to start over in everything since hes used that old account for so long). Literally - 31 days after we replaced the Xboxs - his new Xbox console has been banned. Nobody will talk to us at Microsoft/xbox and just tells us again to buy a new device. I cant afford to buy a new device every month. They cant tell us what or what happened. Were literally just stuck with no help from Xbox. We are 99.9% sure somehow, someway, this person is targeting his account and somehow getting the device banned. ********************/ box wont help us. We are now out over $1000 between three Xboxs. And I cant afford to replace it again after 31 days. I dont know what to do - and Microsoft/Xbox will not assist. They wont tell us what happened or why. They just tell us to buy another one. I cant do this monthly. This is crazy they will not tell us anything or assist in any way. When we asked for management, we were told no and hung up on after hours of trying to get thru. How can you not offer an appeal process or anything for anyone that has this issue? We need HELP.

  Business Response

  Date: 06/10/2025

  Dear ***** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Could you please provide the gamer tags for the accounts and the email addresses associated with each account? For example: Gamer tag - email address. We are unable to unban Xbox accounts or consoles, but we can request information from the Xbox enforcement team to better understand the situation.
  
  Sincerely,
  
  Microsoft Corporation