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

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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:08/16/2025

  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

• Initial Complaint

  Date:08/16/2025

  Type:Customer Service 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.

  About 2 weeks ago, my Xbox LIVE account that I have had since 2010, and my childhood was permanently suspended for violating the Code of Conduct. I have not done any of what they are telling me I did. I am aware of the fact my account has been stolen multiple times and I have had to fight to get it back and my email has appeared on data leaks. This is extremely important to me as the Xbox has always been a coping mechanism of stress and loosing it was possibly one of the worst things that has ever happened to me, Everything I have ever worked for is gone for something I did not do and it is absolutely heartbreaking to me. I have always been a loyal member and I just want someone from Xbox to understand my position and to work with me on this matter as this really means more to me then anyone could possibly understand.

  Business Response

  Date: 08/20/2025

  Dear *******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account enforcement concern.

  We understand how upsetting it can be to lose access to an account that holds years of personal history and value. We appreciate your loyalty and the time youve invested in the Xbox community.
  Please note that all enforcement actions are handled exclusively by our Xbox Safety team. If you believe your account was suspended in error, you can submit a case review through the official Xbox Enforcement website:
  

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

  Once signed in, youll be able to view any enforcement actions on your account and, if eligible, submit a case review for further evaluation. Please be aware that not all enforcement actions qualify for review, and decisions made by the Enforcement team are considered final.

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23755113
  
  I am rejecting this response because:
  I have already submitted a case review and it was denied. I haven't done anything wrong and they are telling me I did. I have been absolutely heartbroken the past weeks. Hoping to have some sort of resolution. This whole situation has me sick to my stomach and I have trouble sleeping at night knowing I was done wrong by the enforcement team and I have seen the videos and I have heard from my close ones. Microsoft does not care, the Enforcement Team is bias and does not care. As a victim of unfair suspensions in the past, such as simply saying im a woman but the duration being so short I cannot appeal it to now being permanently suspended. I can't shake the feeling but to feel I am being mistreated. For what it is worth my Xbox Live gamertag is Jaystone7705. My Xbox Live email is *************************** I am willing to provide any other information required. I am practically on my knees begging in tears for resolution. I continue to pay for my Xbox Live and have 0 intentions of cancelling. I love and respect my account so much, even suspended I will pay for it.
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/04/2025

  Hello,
  
  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.
   
  Thank you,
  -The Xbox Safety Team
  

  Customer Answer

  Date: 09/04/2025

   
  Complaint: 23755113
  
  I am rejecting this response because:
  I stated in my original complaint that my Xbox Live account has been stolen multiple times by malicious people ive met over the years, there should be records of this as there was one time many years ago where Xbox Live themselves stepped in and returned the account to me. There should also be records of my account being logged in to in not only other countries but other states that aren't mine and other locations and my information swiftly being changed. I cannot control what people do on my account after it gets taken. I've even filed complaints on people who have actually done things to me and I have evidence and they do not see justice meanwhile I am getting suspended for things I cannot control. And my money has been spent over the year unauthorized by not only things that other people purchased on my account, my account seems to always show up on databases which I am sure is out there on the internet I haven't looked for myself. That seems to be a problem with Microsoft, so why should I be getting an enforcement when I physically can't stop someone with a keyboard across the world?
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/17/2025

  Dear *******, 
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account concerns.

  We understand how distressing it is to experience repeated account compromise and unauthorized activity. We appreciate the background youve provided, including past recovery efforts and suspicious sign-ins from various locations.
  To move forward, it is essential that ownership of the account is validated again. Please complete the Account Recovery Form (ASCR) at:
  **********************************
  You may submit the form up to two times per day, and we encourage you to include any information not previously provided to help support your claim.
  Once submitted, please reply with the case number or the email address used to complete the form, and we will be happy to review it further.
  To help secure your account going forward, we also recommend:
  Changing your password immediately
  Enabling two-step verification
  Reviewing sign-in activity at *********************************
  We understand the importance of your account and the value of your digital history. Thank you again for reaching out, and we appreciate your continued support of Microsoft.
  
  Sincerely, 
  
  Microsoft Support

  Customer Answer

  Date: 09/19/2025

   
  Complaint: 23755113
  
  I am rejecting this response because:
  I'm writing to show that I have filled out the form, it asked for just a different email (it might've been a secondary now, it was the primary in the past) then I verified the code and it reset the password. The alternative emailed used was ******************** going to turn on two-step verification right now. Please feel free to ask me for any other proof you may need to prove my ownership of the account. 
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:08/15/2025

  Type:Customer Service 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.

  Microsoft straight up banned my Xbox account for no reason at all no reason was given and it doesnt let me log in and it says time expire indefinite I havent been on my Xbox for a whole week because of school

  Business Response

  Date: 08/21/2025

  Dear **** ******, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned Xbox account. We were unable to locate a recent temporary account suspension associated with the email provided, although the account is in a failed log in state. If you would like to recover the account, please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided. 

  If you would like us to investigate a different account please provide the *** (MIcrosoft Account email) or GamerTag. Self-serve options are below: 

  You can review the full Terms of Use at: **************************************************************

  You can review our Microsoft Services Agreement here: **************************************************************

  You can review our Code of Conduct at: ***************************************************************

  For additional information regarding your ban, please visit **********************************************

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23754848
  
  I am rejecting this response because:
  
  I was banned for no reason at all and the reason doesnt even apply to me me because I wasnt even on for the week I got banned I provided the account that was banned

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

• Initial Complaint

  Date:08/15/2025

  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.

  User account for ******************** was locked without any reason, just a vague prompt stating that I violated a term and condition. There is nothing stating why; furthermore, Microsoft provides no easy way to access back after locking the account. Now, I am stuck out of account, unable to use my legally paid for games and services. I have $1000s of games on my account that I am unable to use. Microsofts site keeps prompting me to put my number in but the websites form to put my number in it keeps breaking.

  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 ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:08/15/2025

  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.

  Lost network visibility/connectivity with devices after an upgrade from Win 10 to Win 11 due to the discontinued support of Win 10. Also, several hours and attempts to resolve have failed. Microsoft cannot resolve the issue. Request money to purchase a unit without the Microsoft OS, since it have proven to be inferior....

  Business Response

  Date: 08/27/2025

  Dear **** ****** Sr,

  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