Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,657 total complaints in the last 3 years.
2,329 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:08/12/2025
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
Initial Complaint
Date:08/11/2025
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 Xbox account is almost 10 years old, with 167 followers. I have never modded, cheated, botted, or tampered with any clips or screenshots. The only screenshots on my account are ************************************** even years ago long before this incident.The only prior enforcement action on my account in nearly a decade was a 3-day suspension for text communication years ago nothing related to cheating, botting, or service manipulation.Because of this wrongful ban, I have lost access to all of my games, content, and digital purchases, representing a major financial and personal loss.I filed an appeal immediately, but the case review process is highly automated, and my denial response did not address any of the evidence I provided. There is no way to request a real human review, which is unacceptable for something as serious as a permanent ban.I am requesting:A full manual investigation by a qualified Xbox Enforcement Team members immediate restoration of my account if no real evidence of misconduct exists.Given the age of my account, my history, and the fact that the accusations are false, I believe this was a wrongful enforcement action triggered by the Skate gameplay bug I experienced on July 30th Xbox ID : OvryxVenom Email associated with the xbox account: *******************************
Business Response
Date: 08/18/2025
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: 08/18/2025

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. Waiting on the email

Sincerely,

****** ******
Initial Complaint
Date:08/11/2025
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.
So my xbox account was permantly banned for no reason. I was accused of using thrid tools/apps when I haven't used any of that and getting games for free on microsoft store also they said I was cheating on games when I never used hacks or cheats on games I have been a 8+ years of using xbox always loved xbox until I got accused of it plus I tried calling them I talked to a guy there he said there is nothing he can do then I asked if there is someone I can talk to on enforcement team he said no so that's when I asked if there was real human beings working there or a physical body working there he didn't answear me then put me on hold for 5 minutes telling me that I have to go to the website if I broke code of conduct they broke there own by not letting me talk to a higher or anyone on the enforcement team
Business Response
Date: 08/18/2025
Dear Kayden ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account linked to gamertag TTVKaydenTDM. We have contacted a senior member of our Xbox Account team to further investigate, and we would like to share the final resolution for your complaint. Please note, 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 (**********************************************************************).

Going forward,please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans. Please note, at this time, the suspension will be upheld.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/19/2025

Complaint: 23733743

I am rejecting this response because:

Sincerely,

Kayden ******

I have never ever in my life have done any of these things before saying that I did that is showing that xbox/microsoft doesn't care for there community or fans accusing them of these things someone could have went on my PC or xbox and did these things I would like to have my account back also support these businesses again if I don't get evidence I do not agree with this ban. If you think I broke you're code of conduct why when I have talked to other microsoft/xbox employees they have broke their own code of conduct by not giving me evidence also I looked online seeing that other people have been getting banned for somthing called Partyhax crash if that is the reason I got banned someone must of put that on my account I never used that before. If I used 3rd party tools/apps I saw a xbox/microsoft employe said that is only a 2 week ban please fix this for me and take down the partyhax group they are ruining gaming for other people. I never used that tool if it is on my account I was not the one that used it as the owner of the account please fix this. I just want to play games with my friends and talk to them again
Initial Complaint
Date:08/11/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for and downloaded Windows 11, after Microsoft Windows 11 went through its process of downloading, it suddenly stopped and a message popped up saying my Lenvovo computer is not compatible with Windows 11. Im asking for full refund of $150.47
Business Response
Date: 08/20/2025
Dear ***** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows 11 purchase. After further research, we decided to make a One Time Exception for the situation you went through.

We want pleased to inform you that we have successfully processed a refund of ****** USD

Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem was investigated.

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: 08/21/2025
Thank you for sending me Microsofts response to my refund. I accept what they said they were going to do which is give me a refund.

????hopefully Ill receive my refund of ****** usd within a timely manner.

Sincerely,
***** ********
Customer Answer
Date: 08/29/2025
When will I receive my refund? Nothing s of yet on MICROSOFT STORE CREDIT BALANCE.
Business Response
Date: 09/03/2025
Dear ***** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Windows 11 purchase.

We want pleased to inform you that we have successfully processed a refund of ****** USD

Generally, refunds will be received within 72 hours but may take up to 30 days depending on your financial institution's individual policies.

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem was investigated.

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: 09/03/2025

Better Business Bureau:

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

Sincerely,

***** ********
Initial Complaint
Date:08/11/2025
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.
Summary:Microsoft permanently closed my personal Microsoft account despite it being secured after a hacking incident, and refuses to restore access or allow me to retrieve my files.Timeline:My account **************** was hacked.I successfully regained access through Microsofts official recovery process.Immediately after regaining access, I: Removed all linked devices and started fresh. Reset the password and enabled passkeys. Verified all account details to remove suspicious activity.Microsoft acknowledged the compromise and reactivated my account on August 4, 2025 after my appeal (Ref: SIR21653239 ).Days later, Microsoft suspended the account again, citing a policy violation related to TeamsForLife a service I have never used.The escalation team has now said the account is permanently suspended with no re-escalation possible, even though the suspicious activity occurred before I secured the account.When I escalated this through Microsoft Support chat, I was given two email addresses for the account safety team ***************************************** and ******************************************* both of which returned bounce messages and could not be delivered.Impact:I have critical data, contacts, and services tied to this account. ******************** has not provided a way to access or retrieve my files. This is causing severe disruption to my work and personal records.I am the rightful owner and can provide proof of identity, purchase history, and security verification. This appears to be an error caused by automated policy enforcement after a resolved security incident.Please contact me directly so we can fix this issue and restore my ability to access or recover my account data.
Business Response
Date: 08/18/2025
Dear ***** ******,
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
Initial Complaint
Date:08/11/2025
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 been a loyal fair customer to the ********************** community since 2017 and have spent thousands of money xbox. Over my years playing I have never used any unauthorised software to tamper with the services of the Xbox network. This is what I believe I was banned for. Otherwise WHY?! Am I banned. Xbox permanently suspended my xbox account ********* while I was on holiday. And I hadnt even been on the xbox for about a week! Not even the enforcement details on the xbox support website told me why I was suspended. It only claimed that no details could be given at this time. This surely must have been a mistake. From that point my ban was eligible to appeal so I appealed claiming I was on holiday and had not used my xbox account to do anything. I thought the enforcement team would understand that it could be a mistake but I was wrong as it was denied. And I understand when an appeal gets denied it is Microsofts final decision. But I just dont understand what I have done to receive this permanent ban. When it comes to the strike system I had 0 strikes on my account. Besides the point though why have I been banned? Xbox need a proper reason to acknowledge a permanent ban on someone who has dedicated so much of their entire life and money on xbox. One of the many common reasons that many Xbox accounts get permanently suspended is the use of hacking exploits that allow hackers to essentially tamper with the report system and manage to get your account banned permanently and this is one of the reasons I believe I was permanently banned. Microsoft needs to look into this and needs to fix this because this is completely unexceptional.
Business Response
Date: 08/18/2025
Dear ****** *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox suspension. After reviewing your complaint we notice this is something only the Xbox enforcement team can resolve due we contact them and they provide us the following information:

Thank you for utilizing our Case Review appeals system to learn more about this accounts suspension.
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 (**********************************************************************).

Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.
Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,

Microsoft Corporation

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Microsoft is NOT a BBB Accredited Business.