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

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft Store

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

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  Microsoft Corporation

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a Microsoft account for at least 15 or so years and unforgettably due to their terrible practices, I am locked out of my account. Hundreds of games and hundreds if not thousands spent for games in that account. There is no way to receive support without logging in but I cannot login so how can I receive assistance. Their phone number (try it for yourselves 1-800-4MY-XBOX) only offers to send a link to the login page. Again, How can I login to a locked account to receive assistance. I highly believe this practice to be very terrible and shady. They will not send a 2FA code to my second method of logging in. I have no issue receiving the 1st of 2 methods, a gmail verification code. The only other method is a authenticator app that was stolen with that phone. I have tried for months now, the website always states I have received too many codes and to try again tomorrow. I have been "trying again tomorrow" for 3 months now. I am frustrated, heartbroken and just ready to give up. Please FTC help!! There are other people that are also locked out but Microsoft gladly keeps charging for services that cannot be accessed, such as Xbox Gamepass or Office 365.

  Business Response

  Date: 08/19/2025

  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. If you have done this and the validation was successful, please share the email address associated to the account so we can further investigate. 

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:08/13/2025

  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.

  Microsoft prematurely closed my service request with them. They still owe me a refund of $30.99. They have not resolved the issues I presented to them satisfactorily. They have ignored my emails pointing out these failings. Please see the attached document for details.

  Business Response

  Date: 08/27/2025

  Dear ***** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your subscription issue. After reviewing your complaint, we want to answer all your questions: 
  
  (1) Refund the $30.99: As this is a payment from 2024 for Microsoft policies we are unable to provide any refund, but as good gesture we make an exception for you and we proceed with your refund but the system only provide the option to proceed a refund directly to your account (CSV) balance, this is the only option the system provide us to proceed with the refund, we kindle appreciated your understanding. 
  
  (2) from now on, deal with the current joint Office subscription exclusively, using only its email address ***************************** Base on the system information the subscription is a family subscription but the billing is only under the email you provide.  
  
  (3) use only my payment card (0525): Similar at the answer before that is the only selected payment to pay the subscription. 
  
  (4) recognize that my wifes defunct individual Office subscription no longer exists and stop clinging on to it: We can confirm the only active subscription under your wife account is the subscription we are taking about the familiar subscription and as we mention before your email address and is paying under your payment method mentioned. 
  
  (5) dont cling on to the payment card associated with it, (6) dont cling on to its email address: Answering both questions there is not an active subscription we will not charge the card.
  
  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: 08/28/2025

   
  Complaint: 23742009
  
  I am rejecting this response because: The refund applies to my payment made in JULY 2025. It does NOT apply to a payment made in 2024 (so you have not made an "exception," and you are not doing me any favors, by sending the refund now). This refund applies to the payment I made in JULY 2025, when I paid $129.99 unnecessarily in a desperate attempt to reinstall Office 365, after you had disabled them from my current, fully paid-up account (because I hadn't renewed the old, defunct, cancelled account). You still think, mistakenly, that the refund applies to the $99 subscription paid in June 2024 for the now-cancelled old account. A refund for that old account was NOT even necessary necessary. A refund for my payment of $129.99, made in JULY 2025, WAS necessary. I can tell that you are thinking of the old cancelled June 2024 account because you have been paying refunds to the payment card that was used for that account. That was the ONLY payment made to Microsoft using that card. All other payments to Microsoft have gone on a different card - the card ending in 0525... And I bet you have sent the $30 refund to the other payment card, not to the correct card (ending in 0525). I give up!...But at least you have finally, apparently, sent the refund. That's something to be thankful for.

  I still require an apology and a reprimand for your customer service agent, *************** unjustifiably closing my previous case (from which the current case arose), he stated that he would assist me if I emailed that I still had concerns. I did email to state that I still had concerns, but he ignored my emails, thus going back on his word.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/13/2025

  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.

  Xbox account has been unrightfully reported several times for things that did not go against community guidelines. Appeals have been denied. Bans and suspensions have been processed that jeopardize the account for reasons that are not against policy. I wish to have my appeals looked over by a real live agent, and my unlawful bans, suspensions and reports that are marks against my account lifted as they are not lawful. Thank you.I have also received these immoral bans and suspensions after paying for a subscription service offered by your company. I am losing money and time by paying for a service I am then unable to use while it does not affect the company and they penalize me wrongfully.

  Business Response

  Date: 08/20/2025

  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

• Initial Complaint

  Date:08/12/2025

  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.

  Hello, I've been contacting you today about my Microsoft Account: *************************** which has been complianced locked (Suspended) whatever, I don't know the official name for it.I already submitted an ACSR, where I was able to verify myself through your system, they sent me a password reset link. The account remains locked. The contact email I used was: **************************** I will also show you some screenshots, so please take a look at them to prevent any ************ my question is, are you able to help me to resolve the issue regarding the compliance lock that got placed on the account? The account means a lot for me, I have multiple things linked there.Thanks.

  Business Response

  Date: 08/18/2025

  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. We did no find any recent ACSR form linked to your account.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23738596
  
  I am rejecting this response because: Affected email is: **************************************
  
                                                               Contact email used: ***************************************
  Just did a new ACSR, got a password reset link, account remains locked. Please look at the attached screenshot. Please help me out!
  
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 09/01/2025

  Dear ********* ********,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  We have reviewed your inquiry and found that there are currently no Account Recovery (ACSR) submissions associated with the email address **************************************.
  
  To proceed, please visit the following secure link:
  
  **********************************
  
  This form is the only method available to verify ownership and regain access to your Microsoft account. You may submit the form up to two times per day, and we recommend including any additional details that may assist in verifying your identityespecially if previous attempts were unsuccessful or incomplete.
  
  If your ownership is confirmed but you are still unable to access your account, please contact us again for further assistance.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/12/2025

  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.

  Hi there. I hope you are all doing good. If you ask me, no not really. I've been trying to remove the compliance lock on my microsoft account ************************** since almost 1 year now.I already tried every way to get in touch with agents e.g. Those 2 forms:***************************************************************************************************** **************************** For the Digital Safety form, I filled it out months ago, I never got a reply from them for whatever reason.For the other form, they are always saying "Decision Upheld" or something, now I don't even get confirmations email when I fill it out, seems like they completely ghosting this account now. Which is just frustration for me, also the account is already completely restricted, means I can not even fill out the **** form nor I can send any security codes to my linked security email.This is after they replied to me with "Decision Upheld". I have ton of old case numbers I can provide you to check. Let me know if its ********* since I can't do an **** form, I think the only option left is an manually verification with my informations which I would really appreciate if you can let me do this, since I have everything important needed for the verification e.g. ****** account I used to make purchases on it etc.IPs, my Full Name, anything you could ask ****** I really hope that you can let me talk to some helpful agent who is willing to help me with this account issue.I just want to get this resolved soon with your help.Thanks in advance and have a good day!

  Business Response

  Date: 08/18/2025

  Dear ****** Nasa,
  
  Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form ************************************  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: 08/19/2025

   
  Complaint: 23738060
  
  I am rejecting this response because: I don't think that you understand my problem I have with the account.
  The account is already fully restricted, means it doesn't matter what information I put into the ***** I have every old password I ever used, everything. I did it again with my email: ****************************************** (It doesn't even asks for an security code to my contact email lol)
  
  It always says: There's a temporary problem with the service. Please try again. If you continue to get this message, try again later. 
  And yes, I already tried other browsers/vpns everything, so you don't need to send me some troubleshootings.
  
  Just let me talk with some agent of the team that are able to help me. I know that a manual verification is possible from your side, its not the first time that I'm trying to resolve this.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 09/02/2025

  Dear ****** Nasa,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery concerns.
  
  We have carefully reviewed the account recovery form you submitted. Unfortunately, the information provided was insufficient to verify your identity as the rightful account owner. As a result, we are unable to proceed with restoring access to the account at this time.
  
  To attempt recovery, please continue using the official account recovery form available at:
  
  **********************************
  
  You may submit the form up to two times per day.
  
  We recommend including any additional details not previously submitted to improve the chances of successful verification.
  
  Please understand that the first and most critical step in resolving account-related issues is confirming ownership. Without this validation, we are unable to take further actions, including lifting any suspensions. Additionally, not all suspensions are eligible for removal, depending on the nature of the enforcement.
  
  We appreciate your understanding and thank you for your continued patience.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:08/12/2025

  Type:Sales and Advertising 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 xbox account was unjustly permanently banned. I have had this account for over 10 years, with thousands of dollars poured into it collectively over that time. The account is under the email: ********************* I really need this problem solved, as I tried to contact support but had no success.

  Business Response

  Date: 08/19/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the suspension of your Xbox account.
  We understand how important your account is and how frustrating this situation must be. To appeal a permanent suspension, youll need to submit a case through our Enforcement site using the following link:
  ******************************************************************************************************************
  Please ensure youre signed in with the Microsoft account associated with the suspended gamertag when submitting the appeal. If the option to submit a case review is not available, it may mean the enforcement action is not eligible for appeal.
  We appreciate your patience and thank you for being a valued part of the Xbox community.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:08/12/2025

  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.

  Complaint to the Better Business Bureau (BBB)Against: Microsoft Corporation Subject: Unresolved Account **************** of Customer Support Access To Whom It May Concern,I am filing this complaint against Microsoft Corporation due to a critical and unresolved issue with their operating system and customer support services, which has severely impacted my business operations and financial stability.Over three weeks ago, I was locked out of my Microsoft account, which also serves as the administrator account across all my devices and software linked to the Windows operating system. Since this lockout, I have been unable to access essential system functions, applications, and administrative commands required to run my business. This has effectively rendered every computer under my management inoperable.Despite multiple attempts to contact Microsoft support through their official channels, I have been unable to reach a live representative or receive any meaningful assistance. Microsoft's failure to provide adequate customer support during this time has exacerbated the issue **************** a result of this inaccessibility and the lack of response from Microsoft, I have suffered:Significant financial losses, including loss of income and contracts Loss of clients due to an inability to deliver services Unproductive downtime, leading to delays and operational setbacks Complete administrative lockout, with no path to regain control of my systems This situation is unacceptable. I am seeking immediate corrective action from Microsoft, including:Direct and live customer support intervention to regain access to my administrator account and all affected systems.A formal apology for the lack of timely assistance.Compensation for the damages incurred due to this prolonged disruption.I urge the BBB to review this complaint seriously and assist in facilitating a resolution, as all efforts to deal directly with Microsoft have failed.

  Business Response

  Date: 08/18/2025

  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. To further review your account and online form(s), please share the affected Microsoft account (email address). 

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/28/2025

  The response is rejected.  
  
  I completed the request/ directions as outlined in the company's response but have not received any feedback which was expected within 24-48hrs (according to the directions). 
   
  The company's response is time sensitive bc they've threatened to permanently lock my account on 8/30 if the lock out isn't rectified. I still cannot fully access my company computers bc of the admin lockout.
   
  Accordingly, I'd like to proceed with my complaint. Please advise if anything additional is needed from me to move forward. 
   
  Many thanks,
  
  ******

  Business Response

  Date: 09/09/2025

  Dear ****** ******, 

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

  If the account in question is ***********************************************, we have reviewed your submitted account recovery form, and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (**********************************). 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:08/12/2025

  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.

  (not enough characters) (check account/order/tracking number for the follow-up text)Dear Microsoft.This is the 1st time ever I have an issue with you.OneDrive has been bugging me for a few months to get more storage because my mail storage and OneDrive were full.I never asked to use OneDrive and couldn't disable it for the longest time ever.Recently I transferred a bunch of pictures and videos of incalculable emotional value from my phone to my pc. All went well. Then I went to my hotmail (outlook e-mail) to see if I had any new e-mails. There I saw ******** bugging me again that I had surpassed the 5GB of storage ***** It was very difficult to make place and find how to delete stuff because it was just very user unfriendly and was glitching and bugging or just poorly coded by 10 year old's. I did not manage to make any space. My e-mails were not using that much space, it would be files or something that I could not see. Finally for some reason I could see on my OneDrive on pc in my Windows File Explorer that there were a bunch of files in there. Those were the files I recently transferred from my phone to my pc. I looked to see if I could remove them, but also checked if they still were in my normal folder on my hard drive too where I put them. I saw them in both places. I thought: "Okay, cool, let's remove them from OneDrive because why the h*** would they be there? Maybe they are making it difficult to get space on my Outlook account?" I also thought that that might not be the case as it had been prompting me for more space even before that even when my e-mails themselves were not and still are not taking that much space. I then decided to delete the photo's and video's in the OneDrive folder. Now I think about 24 or 27 days later I wanted to look up a picture of then on my pc on my hard drive. The folder where I put the pictures do not contain any of those that were duplicated on my OneDrive and hard drive............... --> check text tracking number -->

  Business Response

  Date: 08/18/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 09/04/2025

  Hello there
  
  I'm writing this to you to inform you that Microsoft is still working with me to resolve the problem I have.
  We (Microsoft and me) have been in contact several times already. Tomorrow we'll be calling again. They might finally have a solution. This case is not yet resolved. I'll update the case to resolved or answered or whatever, whenever I have an outcome.
  Thank you thus far for helping me get in contact with Microsoft.
  
  Best wishes & kind regards, 
  ******* ********

  Business Response

  Date: 09/17/2025

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

  Following our review of service request **********, we confirm that a final resolution has been provided and accepted. We sincerely apologize that the data could not be fully recovered. Please rest assured that every possible effort was made to facilitate a solution.

  We truly appreciate your understanding throughout this process. As no further actions can be taken, the service request has now been closed.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:08/12/2025

  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.

  My rewards account says it's temporarily restricted and I do not know why either my account has been in good standing for more than 15 years and I have followed the *** with no prior issues. My searches and done manually for my own personal use. I do not use scripts, macros or any other automated programs and never have as a matter of a fact I do not even know what these are or have to use them. I have contacted Microsoft support numerous times only to receive multiple automated generic responses that do not give me an explanation or tell me why they have restricted my account. Their responses have been all over the place and very unsatisfactory. They have said that my account doesn't have a restriction ?? They have said I didn't write them from the account that has the restriction ?? even though I have one and only one Microsoft rewards account. or they just copy and paste the rules and terms and abruptly close my support tickets. This is very unsatisfactory and monotonous you can not call them or speak to anyone which adds to the problem and if they don't close your ticket they just leave it sitting there for weeks and weeks without doing anything else to solve the issue or provide you with help. If you reply to them or inquiry anything further they never respond. This is not helpful, this just complicates the matter. It seems they just want you to stop using your Microsoft rewards account, close it or never redeem your hard earned reward points for anything. This is totally unacceptable , frustrating and I feel like I wasted all my time for nothing. Their customer support is sub par at the least. Why even have a program if your not going to let your honest customers use it ?? Very disappointing at the least.

  Business Response

  Date: 08/19/2025

  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: 08/19/2025

   
  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. But, my concern is they will not follow through with what they say they will do. They very well could say this and never follow through because they just wanted to get the BBB complaint closed this is my concern. I would reject their solution but, their response is what I want to happen so I can not reject their response. I just hope they follow through and do what they said they would.
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 09/09/2025

  Yes I initially accepted the companies response that someone would call or email me to resolve the issue. But, after 1 week of waiting I recieved an email from a customer support representative that said they would help me. They asked me one question which was " What is the email address on your account " I gave them my email address explained my problem and after 4 days they responsed back with we've closed your case as the issue is resolved . This is a load of c*** they did nothing to help me resolve my issue nor was the issue resolved as they said so they basically blew me off and closed the case yet again this was the same issue I had before I contact you and the BBB.
  
  Therefore, I am asking that my case #******** be reopened as the company failed to resolve or help me resolve the issue.
  
  Thank You, *****

  Business Response

  Date: 09/23/2025

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

  This was the final response provided to you by our support team regarding your Microsoft Rewards issue.

  Upon review, we have determined that your account was suspended due to a high bot score. To resolve this, please follow the recommendations outlined in the Getting the most out of Microsoft Rewards - Microsoft Support. By earning points in accordance with these guidelines, your bot score will decrease and the restriction will be lifted. This will take some time of in-guideline search behavior to reduce your bot score.

   

  Regards, 

  Microsoft Corporation

  Customer Answer

  Date: 09/23/2025

   
  Complaint: 23734265
  
  I am rejecting this response because: It does not help resolve my issue and the response is unsatisfactory and unhelpful.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/12/2025

  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 the rightful owner of the Microsoft account ********************* which I have used since my teenage years for Xbox purchases, Microsoft software, and schoolwork. My date of birth is **********. I know the current password and multiple previous passwords for this account.Unfortunately, I am unable to pass Microsofts automated account recovery process because both of my verification methods are no longer accessible:1.The phone number linked to the account has changed since I was incarcerated.2.The alternate email was tied to an Optimum ISP account my family no longer has.Additionally, my old credit/debit cards used for purchases have been canceled due to inactivity, making it impossible to provide live card verification. However, I can provide:Government-issued ID matching my account details Console serial numbers linked to the account Exact purchase history for Xbox games and Microsoft products I have attempted Microsofts official recovery form more than ten times with every detail I can recall, but the automated system continues to reject the request without allowing a human review. I am simply asking for a Tier 2 or escalated identity verification process so I can regain access to the account I rightfully own and the software I have already paid for.I am not seeking any refund only the ability to use the account and products I purchased in good faith. Given the unique circumstances (loss of verification methods due to incarceration and time lapse), I believe it is both reasonable and fair to have a human representative verify my ownership through the documents and information I am willing to provide.I respectfully request that Microsoft corporate contact me directly to complete this verification process so I may restore access to my account and its associated purchases.

  Business Response

  Date: 08/18/2025

  Dear ******* *********,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your account recovery request.
  
  Please go to ********************************** and provide the required information to verify your ownership of the Microsoft Account. This is the only way to regain access. You may submit the form up to twice per day and should include details not previously provided. If you confirm ownership but still cannot access your account, please contact us for further assistance.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23734070
  
  I am rejecting this response because:
  
  I have already attempted the standard account recovery form over ten times, providing every detail available to me, yet the system continues to deny my request without escalation to a human. Directing me back to the same automated process does not resolve my complaint.
  
  I am the rightful owner of the account ********************* and I know my current password and multiple prior passwords. I have spent a significant amount of money on this account over the years, including Xbox game purchases, software licenses, and subscription services. At present, I am locked out of all of these paid-for products despite having proof of ownership.
  
  My inability to access the phone number and alternate email tied to this account stems from circumstances outside my control. I am willing and able to provide:
  
  Government-issued identification matching my details
  Xbox console serial numbers associated with the account
  Detailed purchase history of games and subscriptions
  
  Microsofts refusal to escalate my case to a human-led verification process has left me completely unable to use the services and products I purchased in good faith. I am not asking for a refund, only for fair access to my account through reasonable verification.
  
  I am therefore requesting escalation to Microsofts Tier 2 or corporate account recovery team so that I may present this evidence and restore access to my account. The automated form is not a sufficient solution in this case, and continued reliance on it would unfairly deprive me of the use of my paid products and subscriptions.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 09/01/2025

  Dear ******* *********,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  To proceed, please visit the following secure link:
  
  **********************************
  
  This form is the only method available to verify ownership and regain access to your Microsoft account. You may submit the form up to twice per day, and we recommend including any additional details that may assist in verifying your identityespecially if previous attempts were unsuccessful.
  
  If your ownership is confirmed but you are still unable to access your account, please contact us again for further assistance.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 09/11/2025

  I apologize for not replying in a timely fashion. Microsoft has given the exact same response they gave previously and I can not access my account that I had numerous games purchased under and Ive tried the forum they said literally over 20 times. My legal identification and other parameters should be sufficient to get my account back but ******************** refuses to address the issue and simply copies and pastes the same answer. Id optimally like to speak to someone from their business so I can have this issue escalated and resolved because it is not fair.
  
  Sorry I didnt reach out sooner, went on vacation with family.

  Business Response

  Date: 09/16/2025

  Dear ******* *********,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  To proceed, please visit the following secure link:
  
  **********************************
  
  This form is the only method available to verify ownership and regain access to your Microsoft account. You may submit the form up to twice per day, and we recommend including any additional details that may assist in verifying your identityespecially if previous attempts were unsuccessful.
  
  If your ownership is confirmed but you are still unable to access your account, please contact us again for further assistance.
  
  Sincerely,
  
  Microsoft Corporation
  

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23734070
  
  I am rejecting this response because:
  
  This is clearly a copy and paste of the previous responses to my case, indicating no human interaction which is what I am asking for to proceed, I have already stated that through the form I can not get myself verified and have been locked out of said tasks many times despite being the rightful owner of this account. I have uploaded picture documentation of my drivers license, and providing other information regarding that I am the account holder, and I still have no access to the years of games & Microsoft products I have purchased because of this. I humbly request that the business escalate this to a tier 2 account recovery team instead of sending the exact same answer with every reply, and if the business continues to do, the complaint will be filed and closed as this is completely unsatisfactory for a large business such as Microsoft. It makes me question if a human is even replying to these complaints or if its an automated system given the precise wording and accuracy and consistency in answering, despite numerous attempts asking for an answer with more clarity, and uploading documentation to show my true identity that should be sufficient for verification processes. I reiterate I am UNABLE to get into my account, you state in your answer if Im unable to get into my account to reach back out, which Ive done so I believe three or four times now. This is not fair and I would like to either request a refund or transfer of all my account purchases to a new account, or that a representative contact me personally, or through the BBB platform rather than giving the exact same answer everytime despite me providing different responses, and details, to your business. Please help me, I do not want years of doing business with Microsoft to go to waste, and lose my money, credits and other values in this instance. 

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

  Business Response

  Date: 09/26/2025

  Dear ******* *********,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  To proceed, please visit the following secure link:
  
  **********************************
  
  This form is the only method available to verify ownership and regain access to your Microsoft account. You may submit the form up to twice per day, and we recommend including any additional details that may assist in verifying your identityespecially if previous attempts were unsuccessful.
  
  Please note that this response has been provided by a Microsoft support representative. All customers receive the same guidance because this is the only secure and validated process available to recover a Microsoft account. We understand how important access is, and we appreciate your understanding as we work to protect your information.
  
  If your ownership is confirmed but you are still unable to access your account, please contact us again for further assistance.
  
  Sincerely,
  
  Microsoft Corporation