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:08/18/2025
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
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,

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

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