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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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  10222 Mci Dr N Pinellas Park, FL 33782-6102

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:09/09/2024

  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.

  Purchased a game bundle on xbox x( madden and NCAA football). Been playing it since day one. Pretty much only game I play. I am a war veteran with PTSD and it helps me relax and take my mind off things. An update was done recently and now every game I play inside Madden, especially in superstar mode, the game crashes and goes back to the ****** screen each and every time. I have asked ?s on the EA page, I have watched videos, used reddit, ea is avoiding answering the questions and it is effecting many users as per their comment boards. I asked Microsoft for a refund and was told I could not g et one because it was over 14 days old. I did not ask for an update nor did I have a choice to refuse the update to be able to play and now the game is rendered useless. The same thing was happening in madden 24 with no fix that ever came. my email I used for purchase was ************************* I just want my money back to purchase a different game that I might be able to play. at least since I purchased two games to be able to get two game vouchers for this. or even one game voucher to be fair since the college game works but was part of the bundle.

  Business Response

  Date: 09/16/2024

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

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your grievance. After reviewing your complaint, we have identified two tickets related to this matter: ** ********** and ** **********. Our Tier 3 advocates have thoroughly investigated your request and provided a resolution.
  We regret to inform you that we must uphold the decision to deny the refund. This decision is based on the fact that the item was purchased two months ago and has been in use during this period.
  
  Thank you for your understanding.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22263446
  
  I am rejecting this response because: the game stopped working and not a single solution was given. I have since sold my xbox so now am out 150 dollars. Thanks
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/09/2024

  Type:Billing 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.

  My son's hotmail account was hacked about 2 months ago. We got in touch with Microsoft and provided all information. We have messaged with them multiple times but they have not helped my son recover his account which he has had for 6 years. They also took over his Minecraft account using the hotmail account. His Minecraft account is also serviced by Microsoft. Microsoft will not help him recover his Minecraft account. He reached out to Minecraft but they said Microsoft is suppose to address these issues. I have the receipt for the game. We are beyond frustrated at the lack of help from Microsoft. My son spent hours on the game and lost everything he had added to the game. They would not even suspend the account the people took over and give him a new account, please help us.

  Business Response

  Date: 09/18/2024

  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. Your new case number is 7051769700.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/21/2024

   
  Complaint: 22263001
  
  I am rejecting this response because: I have talked to you multiple times through email and it hasn't gotten me anywhere. Your email team has not helped me at all and only gives automated responses. Please actually help me.
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 10/01/2024

   
  Complaint: 22263001
  
  I am rejecting this response because we have not gotten any resolution to our complaint. We have been comminucating with Microsoft for months but have gotten nowhere so far. We will close the complaint if we get the resolution we are seeking. 
  
  Sincerely,
  
  ******* *********

  Customer Answer

  Date: 10/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/09/2024

  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.

  A few weeks ago my Microsoft account was suspended due to "recent unusual activity." I appealed it and the suspension was lifted. However, Microsoft placed my account under a verification lock. The lock requires a verification code be sent to my phone number. I do not have the phone number linked to my microsoft account as I have a new phone number. I have not had that old number for years. Without the phone number, the second way to verify my account is with the account recovery form. I completed that SEVERAL times and each time I'm immediately told I have not provided sufficient information. While I might be missing some information, it is unbelievable that I'm told I did not provide enough information. I provided my password, skype name, skype contacts, and credit card info I used for a monthly Microsoft OneDrive subsription. That info CLEARLY proves I'm the account owner, yet the form does not accept it. I chatted with Microsoft support FOUR different times, each time spending hours on hold and then getting no solutions from support staff. The first time I was told to complete the account recovery form. The next I was told to complete the account reintatement form. The third time I was asked for tons of info and then was told I would be contacted within 5 days since my request was flagged as "high priority." I was never contacted. The last time I was told to complete the account recovery form again. I've recieved no help, no solutions. My account was not hacked. Microsoft should be able to prove that and look at IP address logins. Being strung along for weeks by support staff and then saying they can't manually unlock it is totally unacceptable. I've used this account for 5 years & have paid a monthly subscription for probably almost 2years. My account is ********************* I listed a different gmail account in my contact info on this form since I can't access my outlook account due to this issue. Please remove this verification lock on my account. Thank you.

  Business Response

  Date: 09/17/2024

  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 7051736405.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/07/2024

  The business replied saying they would look into the issue of account verification. I replied with lots of identifiable information (IP address, credit card information, Skype contacts, Skype name, password, etc.) and they told me they did not receive enough information. That is not acceptable as only I, the account owner, would have all of that information. I have asked Microsoft to please consider a review of my account to realize it is indeed my account, even though the account recovery algorithm is not working. Ive received no help from the business and I would like the business to either change their mind and remove the lock on my account or I want this complaint and follow up information to be public so people know how unhelpful and unprofessional this process has been.

  Business Response

  Date: 10/08/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.After reviewing your complaint and recent service request **********, we were able to confirm the case has been closed as the manual validation results state that the information didnt match. Our agent did cancel and refund any active subscriptions, to avoid future charges on the *********** can keep trying with our ACSR form to retrieve your account, but we regret to inform you that theres no further assistance we can provide, as the manual validation is our internal review process. We understand this isnt 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

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22262939
  
  I am rejecting this response because:

  I would like to know exactly what information you need from me to validate my account. I provide my credit card information, my IP address, my Skype name, Skype contact names, and my password. After all of that, Im still told the manual validation failed. How is that not sufficient? Please tell me how that isnt sufficient. What more do you need?? Please tell me.

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

  Business Response

  Date: 10/24/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Our agent sent you a manual recovery questionnaire. You are asked to provide as much information as possible, and we review that information and verify its validity for recovery eligibility. Unfortunately, the information provided was either not sufficient or incorrect, which has resulted in a denial of recovery. Because of account security policies, Microsoft cannot specify which answers are insufficient or missing.
  
  Considering this information, we will keep this complaint closed as theres no further action we can take regarding this case. No further questions or concerns will be addressed regarding this matter.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:09/09/2024

  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.

  The complaint I am filing today with the business has to do with an issue I ran into earlier today while on **************************** I was permanently suspended from the xbox network for no possible reason, I recieved a email saying I violated community standards but, I did not get any more details that pertains to that nor did I do anything that involves me or warrants me a permanent suspension.I believe that this is a case of being falsely reported multiple times by other consumers on the platform and this is not fair at all!As per microsofts tos and community standards I have not sent any hateful or inappropriate messages to other users on the platform in fact I've been receiving those instead. I have not also tampered with anything game related to give me the edge against *********, with all that there shouldn't be a possible reason on to why I was permanently suspended without any details.I'm just very upset right now because I've been a member of the Microsoft family for many years now and I have put a lot of work and met many people during my years of playing and not to mention the amount of money I've spent. This is unfair and unjust that I would get permanently suspended when I did nothing wrong at all! What u want for a solution is for the permanent suspension to be reversed and removed from my account.The account name is I am SkiIIz the two L's are actually capital i's and I am making this complaint as a Microsoft xbox consumer.

  Business Response

  Date: 09/17/2024

  Dear Daniel Oguntokun,
  
  Thank you for contacting
  Microsoft Corporation via the Better Business Bureau, we have checked the
  account you mentioned on the complaint and did find the suspension, we will
  investigate the motives and communicate to you via email.  
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 09/17/2024

   
  
  Complaint: 22262564
  
  
  
  I am rejecting this response because: I was informed by you guys that the reason I was banned was because of some fraudulent stuff when I did not commit any of that whatsoever and my appeal was denied. I have proof that my account was compromised and if I was able to provide more pictures instead of just 5 I would. I tried to reply back by email but, no response at all from you guys. 

  I would like to get into contact with a executive senior from the xbox enforcement team so, that I can provide the necessary documents to show that my account was accessed and someone was making fraudulent charges on my account.
  
  
  
  Sincerely,
  
  
  
  Daniel Oguntokun

  Business Response

  Date: 09/26/2024

  Dear Daniel Oguntokun,
  
  We appreciate your patience and understand the inconvenience
  this situation has caused. Upon review, our Enforcement Team has decided to
  uphold the ban on your account. We kindly ask you to await a response from the
  Enforcement Team. If you do not receive any communication from them within a
  reasonable timeframe, please let us know so that we can open a case if necessary.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 09/26/2024

   
  
  Complaint: 22262564
  
  
  
  I am rejecting this response because: I'm not sure if you guys read the above statement that I originally sent is that I had proof my account was accessed, I sent photos and I have more photos if I could provide them all I would. I would still like to speak to a senior executive member of the enforcement team.
  
  
  
  Sincerely,
  
  
  
  Daniel Oguntokun

  Business Response

  Date: 10/11/2024

  Dear Daniel Oguntokun,
  
  We understand your
  frustration about the current issue and want to make it right, A senior member
  of our Customer Service and Support Team will investigate this matter and
  contact you directly to work toward a resolution. Your new case number is 7054233839.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:09/09/2024

  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.

  My outlook email account that I use to play Xbox has been wrongfully suspended. The only email I received from Microsoft in response to the appeal process I endured stated this account violated terms and conditions on Skype. Having never used Skype before I was confused and emailed back, with no response from Microsoft. I submitted many more appeals to regain access to my account in hopes of coming into contact with someone from Microsoft to no avail. I called Microsoft customer support many times only to have my call screened by artificial intelligence which told me to do this online and hangs up. I finally talked to a real person at Microsoft customer support who misdirected me to a department, resulting in no solution to my problem. When I was finally able to call back and talk to a real person I was hung up on mid-sentence as the person could not figure out how to help and figured that would be the easiest way to end the conversation. I have tried numerous times to get in contact with Microsoft about recovering my account and to provide a valid reason on why it was suspended in the first place but it has been almost two weeks since the incident occurred and Ive spent hours trying to fix this and Microsoft has done nothing but dodge my communication attempts. *** opened the following case numbers without response or resolution: SIR19753103, SIR19762620, SIR19787748.

  Business Response

  Date: 09/17/2024

  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. Your new case number is 7051725071.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:09/09/2024

  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.

  Recently (today) I decided to purchase the "Get To Work" DLC or "expansion pack" as electronic arts is still calling such things... Only for The **** 4 which it is DLC FOR to NOT actually be working withim the game.I'd like to also add that I previously HAD the **** only to have my "license" for said DLC revoked randomly... Without returning my money.This time? I basically spent $40+ (after tax) on a DLC for a broken game (internal coding and such) after already being unable to get any money back FOR the broken game.I list Microsoft as the company this complaint being about due to the fact this transaction went through THEIR company and digital store. But ultimately I want this to be considered a complaint against electronic arts AND microsoft.

  Business Response

  Date: 09/23/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we have found that the related item: The **** 4 Get to Work:The **** 4 has been already refunded on September 13th, generally, refunds will be received within 72 hours but may take up to 30 days depending on your financial institution's individual policies.

  If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. It is acceptable, though I DO want this issue to be taken to electronic arts (I refuse to capitalize the first letters as one would with names as I don't consider the company to be legitimate.) as many consumers are very upset with the way The **** 4 and it's DLC "expansions" are being handled after an update apparently.

  That isn't my only issue with the company, but my other issues aren't anything I can make a complaint to the BBB about.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/09/2024

  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 fired microsoft *********** because your service is absolutely horrible. Now my email server is ****** workspace. But because Microsoft ***** at everything that it does, when anyone who uses Microsoft Outlook tries to email me it says that my email address ************************* cannot be found. Rather than looking at my DNS record to see that my MX record is no longer on ***********, your platform thinks it is and my email does not exist. You are causing me monetary damages because any customer or potential customer who is still stupid enough to be on your platform is unable to email me (because microsoft engineers are completely incompetent). I have tried to remove my domain, but I am unable to. Your platform should see that my domain is not even pointing to Microsoft outlook anymore, but your platform shows it as "Healthy". Your support team is unable to help and unable to escalate this because they show that I no longer have an account even though i am able to log into your platform to see my account is broken.

  Business Response

  Date: 09/16/2024

  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 7051666764.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22261205
  
  I am rejecting this response because:

  You have not resolved anything yet. This matter is still unresolved. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/27/2024

  Dear **** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we see that our Tier 3 advocate *** has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22261205
  
  I am rejecting this response because:

  This issue is till not resolved. Your website is broken. *** has not resolved anything yet. Prior to today, he demanded I create a support ticket online even though I do not have that capability. I provided him screen shots to prove that I do not have this option. 

  I am convinced that I know what is causing the issues. 

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/07/2024

  Dear **** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate *** has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22261205
  
  I am rejecting this response because:

  NO PROGRESS HAS BEEN MADE!!!

  Microsoft **** pass my ticket to another *** with no notes are background. Every three days I have to explain the problem again to a new ***resentative before he bails and gives it to someone else. MORE OF THE SAME!!!
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 10/11/2024

  Dear **** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate *** has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22261205
  
  I am rejecting this response because:

  *** has not resolved anything yet. I have provided evidence of your platform's dysfunction on several occaisions. Microsoft as an organization is either lazy or incompetent. *** created a support ticket. That ticket has made its way though several Microsoft representatives. Each representative makes me explain the problem as if it is the first time anyone at Microsoft has learned of the problem. No notes are shared between agents every time it is passed to a new agent. It ifeels like Microsoft is unwilling to resolve this issue and is instead going out of its way to make this process as painful as possible. Each representative ASSURES me that they will get to the bottom of the problem and help me resolve it, only for me to get a new email 2-3 days late from a new representative who asks me what is the problem. 

  I wish that Microsoft's vendors treated microsoft with the same luncacy, so you could understand just how madening it is. Imagine if you are giving a vendor hudreds of dollars every month for services that your business cannot survive without. Only to have the vendor to everything in their power not to service you. Every 3 days you get a new communication from soneone new asking you to start the process over again. But nothing is ever getting resolved, just starting the process over and over and over again. I know that microsoft LOVES a reboot, but this support ticket is not an operating system. Restarting is not the solution to every single problem. 

  Imagine you are trying to drive from ******* to *************, and every two days you have to start over in *******. All that time wasted and money wasted on gas. Only to wake up in ******* every 48 hours to start your journey over again. That is the misery that Microsoft is creating for me. So don't tell me to work with ***. I always respond to ***. How about you get *** to get someone at Microsoft to fix the problem. I can assure you that nothing would make me happier than to close this complaint with a swift resolution. But that is not possible if Microsoft is diametrically opposed to helping anyone. 

  I have found other user online experiencing these issues, and they are being DAMAGED by the fact that it is not being resolved. I am trying to resolve this amicably, but Microsoft is making this impossible. Your leadership needs to understand the pain and suffering that you are causing for your customers.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/07/2024

  Better Business Bureau ID ********
  
  Dear **** *****,
   
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we see that our Tier 3 advocate *** had been working with you on this issue. Upon checking, I was able to confirm this case was closed as our agent confirmed we discovered that the MX records pointed to ******, yet the domain still appeared as healthy in the Office 365 admin center. This inconsistency caused emails from Microsoft servers, such as Outlook, Hotmail, or Office 365, to be incorrectly routed internally. The issue was sporadic, affecting only some emails. Upon investigation, we found that a service running on Azure was linked to the domain. After making necessary adjustments and ultimately removing the domain, the mail routing issue was resolved once full propagation was achieved
   
  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:09/09/2024

  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 has arbitrarily restricted my Rewards account. This must be some faulty AI or automated process. I have done nothing to violate the terms of service (such as using bots or the like). This is an error on Microsoft's part.I want to be able to cash in my points. Microsoft should also give my double points or something as I haven't been earning the points I was due for I don't know how long.

  Business Response

  Date: 09/17/2024

  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 7051737478.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:09/09/2024

  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.

  Over a decade I've had no complaints and always favored Microsoft products but it seems impossible to simply communicate with them in relation to Xbox, the support agents are polite but incredibly limited in what they can do with no way of reaching any form of management. Now for the issue, I received 5 strikes on all but one accounts on my ********************** 7/31/24 resulting in 15 day bans and a permanent console ban, with no details to defend myself until after I put in a one time appeal, I just had to take it and buy another console and after two days of signing in to every account I get 5 strikes again 8/30/24 this time it's 366 days and another console lost. I want nothing more than to understand and follow the rules but there's no way to communicate and I've gone over the ToS multiple times to figure out how I was "engaging in the manipulation of Xbox services" is it that I share gold with my friend? (the one account that wasn't banned thankfully) if they told me not to I would. Is it that I have maxed out the accounts allowed on the console? Tell me the number and I'll stick to it. Is my connection interfering in some way because of a double nat type? I'll call my provider and find a way to fix it. Sorry but I just want to understand what I did wrong so I can do better, if an algorithm thought I was a bot due to multiple accounts or if I was targeted in a similar fashion to the false bans people were getting because of malicious actors spoofing accounts not too long ago. I've put a lot of money into a product from ZeniMax online, another Microsoft product and now am blocked for a year, I just want to go back to giving Microsoft my money through one of their studios and put this behind me, otherwise I can't imagine trusting another product from this company again. I'll answer any questions, consent to devices inspections if possible, provide whatever is necessary if anyone could please look into this.

  Business Response

  Date: 09/16/2024

  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 to work toward a resolution. Your new case number is 7051644488.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

  Customer Answer

  Date: 09/18/2024

   
  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 will be waiting for contact now as promised, my ******* email provided would be best to contact with and to schedule a call if necessary. Thank you. 

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

  Customer Answer

  Date: 09/26/2024

  This will be my second complaint since the last was treated as a joke, I reached out about multiple bans pertaining to Xbox, I only had two asks, first - the exact reason for the bans, second - a possible agreement leading to the bans being lifted where I'd gladly agree to their conditions, instead when Microsoft responded, I received an interaction acknowledging the ban and asking for my account name only to respond with a confirmation that I indeed have a temporary ban and closed the case... redundant to say the least, not responding to the primary question "why". I've gone through much since the last complaint, looking through the community standards and terms only to find nothing I could have violated, double-checking with Microsoft support, forums, and statements by Microsoft officials to make sure my actions were aligned with the rules. I have lost two consoles to permanent bans, I use multiple accounts (clearly permitted by Microsoft) and only after earning an achievement on all in a short period did I receive the first wave of bans, fast-forward after buying a second console and just by simply logging on, on all my accounts it happens again ( a YEAR ban now), with a vague list of possibly but not limited to reasons that didn't enlighten me in preventing a second wave of bans. So I'm left with assumptions, either I bugged my accounts and an algorithm thinks I'm cheating by simply logging on now, or I'm an exception to the rule in relation to being allowed multiple accounts. Not counting subscriptions or lifelong purchases on Xbox Live, by my most conservative estimates I have at least $8,140 invested in ZeniMax online (a Microsoft owned studio). If loyalty and an effort to make sure I'm following ToS mean nothing, if a simple answer and possible appeal is too much, I suppose I'll just be another grain of sand in the heap avoiding any Microsoft products ever again with a clear incentive to also move others I'm close with away from Microsoft as well.

  Business Response

  Date: 10/02/2024

  Dear ***** *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your frustration on the issue however you have to contact our enforcement team by opening a ticket with them, please visit ***************************************************************************************************************** note that the enforcement team is the only team in Microsoft able to disclose the information about your suspensions.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation
  

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22258746
  
  I am rejecting this response because:There is no "contact" the enforcement team by opening a ticket, there is however a ONE time use appeal with "No details are available at this time" under Details... giving no chance to send in a proper appeal to a shadow entity that can only reply in a copy and paste response, listing many possible reasons for destroying my device and the ban, AFTER the one time appeal.

  Making 1940s Germans look more honest and transparent is only going to build hate and resentment for Microsoft, it's no wonder I found people hoping to gain numbers for a class action over the banning practices alone, sadly I'm not litigious and see that as unlikely to go anywhere and will simply go with competitors instead, I honestly think this process is to prevent giving anyone ammunition for lawsuits on the off chance Microsoft wrongfully bans or destroys their devices.

  There is no perfect system where 100% of bans are legitimate, I don't blame Microsoft for that, I do however blame them for setting up a corrupt system to cut corners in an attempt to avoid legal issues, likely increasing abuse by Microsoft from a lack of accountability.

  Unfortunately only I can know of my activity with all hard evidence of my innocence in Microsoft's hands, after going through your ToS as if it were the Bible, I see nothing to be sorry for, I can only apologize for wasting the time of the person handling my complaint with the BBB to get me this unfortunate response, I appreciate your time and as for Microsoft, if you have no authority to communicate with the enforcement team and relay information, goodbye I suppose.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been banned from Xbox. I didnt do anything wrong and support wont unban me.

  Business Response

  Date: 09/13/2024

  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 to work toward a resolution. Your new case number is 7051416899 .
  
  Sincerely,                                                                                           
  
  Microsoft Corporation