Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,650 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:08/11/2025
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.
I have been an Xbox customer for about 8 years, with thousands of hours invested in my account (Papi Nacho#*****, along with significant purchases of digital games, subscriptions, and downloadable content. My account is tied to years of memories, progress, and friendships built on your platform. Losing access without a clear explanation has been frustrating and **************** account was recently suspended indefinitely, but the Xbox Enforcement website provided no specific reason or evidence for this action. I submitted a Case Review through the official process, but my appeal was denied without any further detail regarding the alleged violation.I have always made an effort to follow Xbox Community Standards, and I take compliance with Microsofts Terms of Service seriously. If there was an issue related to a linked account or external service, I would like the opportunity to clarify and demonstrate that I have already taken steps to secure my account and remove any possible risks.This complaint is to request:1.A clear, detailed explanation of the violation that resulted in my indefinite suspension.2.A full re-evaluation of my account by a separate review team.3.Restoration of my account if no direct or intentional violation can be substantiated.
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 Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/20/2025

Complaint: 23730902

I am rejecting this response because:
Thank you for responding. However, I am rejecting this response because the issue has not been resolved. Microsoft only stated that they are investigating and provided a case number, but no actual resolution or refund has been provided.

I require a clear resolution within 7 business days from today. If this matter is not resolved by then, I will escalate this complaint further, including but not limited to filing with consumer protection agencies and seeking additional legal remedies.

Until this issue is fully resolved and confirmed in writing, I cannot accept this response.

Sincerely,

******* ******
Business Response
Date: 09/04/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your grievance.
Following a thorough review of your complaint and service request **********, we confirm that a final resolution has already been provided. We stand by this resolution, which aligns with our policies and procedures.
For your convenience, the resolution details will also be shared through this channel:
Following our investigation, the Xbox team has confirmed that the suspension is valid and will remain in effect. Additionally, the specific reason for the enforcement action has already been communicated to you via the Case Review portal. Nonetheless, we will share the information through this channel.

This account was suspended for engaging in the manipulation of Xbox services. This activity can include, but is not limited to:

    Using unauthorized software to make changes to your account, game saves, or interact with Xbox services in an unauthorized way

    Unlocking achievements, prestige level, in-game ranks, or other content the account did not earn

    Manipulating the followers or other data related to friends and followers through unauthorized software or unauthorized interactions with Xbox services

    Manipulation of game clips and screenshots through unauthorized software or unauthorized interactions with Xbox services

    Interfering with or manipulating the network traffic of your devices or the devices of others

Cheating and/or tampering with accounts and devices disrupts the game for other players and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone. To ensure that players continue to have a positive experience, we cannot allow these kinds of violations on the service.

For additional information about how to participate on Xbox Live in a safe and productive way, please visit our Stay Safe page (**********************************************************************************************************), the Microsoft Services Agreement (**************************************************************), and Community Standards for Xbox (**********************************************************************).
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 am a paying Microsoft 365 subscriber located in the **** My computer died, and all my files were backed up using OneDrive. Everything Ive ever done online in my lifetime including doctors files, important old photos (recent ones are on my phone), graphic design work, etc, were saved to OneDrive as a backup for if my computer died. However, when I logged into my OneDrive account, the folder structure was intact, but most of the folders were empty the files themselves were gone.I tried checking the Recycle Bin, Restore OneDrive, and storage usage, but none of these options helped recover my missing files. This appears to be a serious data loss or sync bug on Microsofts side.I contacted Microsoft Support, followed all recommended recovery steps, and opened a case (case number: **********). Unfortunately, support was unable to recover the files and closed the case without any resolution or explanation.This is a critical data loss situation. I urgently need to speak with a support tier capable of performing backend recovery or investigating server-side logs. I am requesting escalation to the ************* Protection or Account Recovery team for a full investigation and recovery ********** a paying customer, I expect proper escalation, investigation, and assistance. If recovery is not possible, I seek appropriate compensation for this loss.Thank you for your attention to this matter.
Business Response
Date: 08/19/2025
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: 08/28/2025
I didnt see where on the website to respond to the case.

Just letting you know that it has not been resolved yet but it is still in progress.

We still dont know where my files are or how they got lost from Onedrive.

Thank you,
***** ******
Business Response
Date: 09/09/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern.We sincerely apologize for any inconvenience you may have experienced during this process.

After reviewing your complaint and the associated service request ***********), we confirm that our Tier 3 advocate,*******, has reached out to you regarding this matter. We kindly ask that you continue working with our representative to ensure a smooth and timely resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/10/2025

Complaint: 23729688

I am rejecting this response because:
They still have not told me why my files were deleted or a potential way to retrieve them.
Sincerely,

***** ******
Business Response
Date: 09/18/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern. We sincerely apologize for any inconvenience you may have experienced during this process.

After reviewing your complaint and the associated service request ***********), we confirm that our Tier 3 advocate has reached out to you regarding this matter and an investigation is in progress, the next follow up will be done on September 20th. We kindly ask that you continue working with our representative to ensure a smooth and timely resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/19/2025

Complaint: 23729688

I am rejecting this response because:
It seems there was a bug in Onedrive syncing system that caused 80% of all the files Ive ever owned to be permanently deleted. They need to either find my files or compensate me for this. I have no other way to get my files.
Sincerely,

***** ******
Business Response
Date: 09/26/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern. We sincerely apologize for any inconvenience you may have experienced during this process.

After reviewing your complaint and the associated service request ***********), we confirm that our Tier 3 advocate has reached out to you regarding this matter and an investigation is in progress, any desired resolution needs to be directly asked to our ** advocate so they can determine if it is possible or not, please continue cooperating with our agent to reach a resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/11/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This problem has continued over a year when I noticed on my ***************** a charge of $6.30 a month for what is called Microsoft G. There is nothing in my billing under my Microsoft account that indicates what this charge is for, nor will anyone at Microsoft respond to my inquiries. I have yet to find out if this is a scam or is this a valid charge. A simple ****** search on this issue you will see there are hundreds of people complaining of the same issue to various degrees with the same common complaint. Please help where you can. Thank you.
Business Response
Date: 08/15/2025
Dear **** *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the recurring $6.30 monthly charge labeled MICROSOFT G on your ***** credit card. We understand how frustrating it can be to see unexplained charges, especially when they dont appear in your Microsoft account billing history.

To help you resolve this matter, we recommend the following steps:

Step 1: Check All Microsoft Accounts
If you have more than one Microsoft account (e.g., personal, work, or school), please sign in to each at *************************************************** and review the billing history. Sometimes charges are linked to a different account than the one youre checking.

Step 2: Use the Microsoft Charge Lookup Tool
Visit the ********************************************************************************************************************************************************** and enter:

The last 4 digits of your card
The amount charged
The date of the transaction

This tool may help identify the product or service associated with the charge.

Step 3: Contact Microsoft Support
If the charge remains unidentified:

Visit ****************************************************
Select Billing & Subscriptions > Microsoft Account
Choose Contact Support to chat or request a callback

Please have a screenshot of the charge and any relevant details ready to share with the support agent.

Step 4: Dispute the Charge with *****
If Microsoft cannot identify the charge, we recommend contacting ***** to dispute it as potentially unauthorized.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/05/2025
Per the complaint about Microsoft and their recommended actions I am at zero again. Based on their recommended steps

Step 1. I am only aware of one Microsoft account
Step 2. The lookup tool link they list does not work
Step 3. Contact support has no link to chat or talk to anyone/get a call back.
Step 4. ***** cannot stop the charge. It has to come from the person making the charge. The only way they can stop it is to cancel the card and I need to exhaust other options first. One person online with a similar situation said they did this and the charge did not disappear.

Not sure what to do....

**** *****
Business Response
Date: 09/17/2025
Dear **** *****,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the recurring $6.30 monthly charge labeled MICROSOFT G on your ***** credit card. We understand how concerning it can be to encounter unexplained charges, particularly when they do not appear in your Microsoft account billing history.

To assist you in resolving this matter, we recommend the following steps:

Step 1: Review All Microsoft Accounts
If you have multiple Microsoft accounts (e.g., personal, work, or school), please sign in to each at *************************************************** and review the billing history. Charges may be associated with a different account than the one you initially checked.

Step 2: Use the Microsoft Charge Lookup Tool
Visit the ***************************************************************************************************************************** and enter the following details:

The last four digits of your card
The amount charged
The date of the transaction

This tool may help identify the product or service linked to the charge.

Step 3: Contact Microsoft Support
If the charge remains unidentified:

Visit ****************************************************
Select Billing & Subscriptions > Microsoft Account
Choose Contact Support to initiate a chat or request a callback

Please have a screenshot of the charge and any relevant details available to share with the support agent.

Step 4: Contact ***** to Dispute the Charge
If Microsoft is unable to identify the charge, we recommend reaching out to ***** to dispute it as potentially unauthorized.

We hope these steps help clarify and resolve the issue. Thank you again for bringing this to our attention.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/10/2025
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.
Microsoft/Xbox has sent me a ban on my Xbox account permanently with no reason at all. Account had no prior strikes nor warnings. Being that the account is clean and never used in any type of cheating nor exploits. Their for all the money spent on that account is no longer usable or playable.
Business Response
Date: 08/18/2025
Dear ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account concerns.
We understand your account was permanently suspended and that youre seeking to regain access. We recognize how important your account is and appreciate the time and investment youve made.
To appeal an enforcement action, please visit the Xbox Enforcement site at **********************************************. Once signed in, you can review the reason for the action and, if eligible, submit a case review directly to our Enforcement team.
If you are unable to submit a case review, it may mean the enforcement action is not eligible for appeal. In such cases, the decision is considered final.
We appreciate your patience and thank you for being a valued Microsoft customer.
Sincerely,
********************
Customer Answer
Date: 08/18/2025

Complaint: 23727573

I am rejecting this response because: I still dont know the reason why I Was banned and I would like for you to review my Case again that account means everything to mean the very first account I every had I have never cheated on a game I would never do that i have done anything wrong just please look over my case again thats all im asking I dont deserve a permanent ban I truly dont.

Sincerely,

******** *******
Customer Answer
Date: 08/27/2025
This screenshot shows i can access the website and that it says am banned
Business Response
Date: 09/04/2025
Dear ******** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account enforcement concern.
We understand how important your account is to you and appreciate the time youve taken to submit an appeal. After reviewing the case,we can confirm that the enforcement decision is final. If your appeal was denied, your account will remain suspended.
All enforcement actions are handled exclusively by our Xbox Safety team. If you have new or additional information that was not included in your original appeal, we encourage you to submit it directly through the official Xbox Enforcement website:

**********************************************
Please note that not all enforcement actions qualify for further review, and decisions made by the Enforcement team are considered final once the appeal process is complete.
We appreciate your understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/04/2025

Complaint: 23727573

I am rejecting this response because: I am not satisfied with this response because I did nothing wrong and shouldn't deserve this ban especially not a permanent ban i would just like for you to look over my Case again please and if you do look it over dont permanent ban me I know I never did nothing wrong and im sorry im going to keep complaining all im asking is to review my case again please and thank you

Sincerely,

******** *******
Business Response
Date: 09/17/2025
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account enforcement concerns.
We understand you are requesting a second review of your case. However, enforcement decisions of this nature are typically final and not eligible for reversal.
If you would like to follow up directly with the Xbox Safety Enforcement team, you may do so through the Case Review portal at:
**********************************************
We recognize your frustration, but repeated appeals or complaints will not change the outcome unless new, relevant information is presented.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/10/2025
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.
August 8, 2025. Charged for Microsoft ultimate. I have tried to cancel repeatedly. Impossible to cancel without multiple hoops. They attempt to charge my card every month. I do not want the service. Please stop charging my card I do not use the account and it is -20 due to this charge.
Business Response
Date: 08/15/2025
Dear ******* *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox subscription. After reviewing your complaint, we notice the auto renew for your subscription is already off due that you will not receive the charges or the charges attempts regarding this subscription, we are unable to cancel the subscription only the account owner can turn off the subscription.

If you wish to cancel your Xbox Game Pass subscription, you can do so easily by following the steps below:

Cancellation via Web Browser

Visit ***************************************************.
Sign in using the Microsoft account associated with your Xbox Game Pass.
Locate your Xbox Game Pass subscription under Services & subscriptions.
Click Manage next to the subscription.
Select Cancel subscription or Turn off recurring billing.
Follow the on-screen instructions to confirm cancellation.

Cancellation via Xbox Console

Press the Xbox button to open the guide.
Go to Profile & system > Settings > Account > Subscriptions.
Select your Xbox Game Pass subscription.
Choose Cancel subscription or Turn off recurring billing.
Confirm the cancellation.

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: 08/16/2025

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. Thank you.
Initial Complaint
Date:08/10/2025
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.
My Xbox account(gamertag Hesi *** was issued a permanent ban on 8/5/2025, 2:02 PM. I was given no reason for the ban and is still why it is banned. I tried to appeal the ban and got denied with no explanation.
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 Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/18/2025

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.

Sincerely,

******** *****
Initial Complaint
Date:08/10/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I share an Xbox account with my son because he was unable to talk to his friends on a child's account. This week when I tried to login to my account, I saw a message that my account has been permanently and denied appeal. Apparently he didn't want me to know he got my account banned and took it upon himself to file an appeal. I don't understand from the enforcement page what he did because it is a very vague reason. However, I am super frustrated that my account could be taken away from me as a paying customer and there is seemingly no way to get this reviewed. The enforcement process is automated and lacks any resolution to unfair actions. My situation needs human review. I want my account back and I would also like to understand what my son did that got it banned in the first place. I can make sure that he doesn't use my account again going forward but I shouldnt be locked out of my own account as a paying customer.
Business Response
Date: 08/15/2025
Dear ********* *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension.
We understand how important your account is and how frustrating this situation must be. Weve reviewed the details of your case and want to let you know that your previous appeal will be reviewed again. If the investigation is successful, you will be contacted directly with next steps.
We appreciate your patience while we work to ensure a fair and thorough review.
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.

Sincerely,

********* *****
Initial Complaint
Date:08/09/2025
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.
Around Dec 6th of 2024, Micorsoft Corporation espects those customers who use ******************** that they pay every year. A payment of $129.99 was made around that time. I had numerous problems with ******** for most of this year.. First thing they did was to shut down my computer for several months called BitLocker recovery keys. Not one piece of information was available to get my computer again. .Then around Feb, 2025, Microsoft was taking money out of my bank every month of $2.38 without any explanation as to why they were doing that. I then cancelled any further transactions with Microsoft.Microsoft, by law, MUST allow me to use Microsoft Apps (Word, Excel, etc.) until the end of Dec. 6, 2025. Then today (August 9, 2025), I was told that my "subscription was cancelled on August 9, 2025.SEE DOCUMENT ABOVE
Business Response
Date: 08/15/2025
Dear ***** *****.

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your Microsoft 365 subscription. After reviewing your complaint, we found that this subscription was purchased almost a year ago. According to Microsoft policies, we are unable to issue refunds for subscriptions purchased more than 90 days ago. Fortunately, auto-renewal has been disabled, so you will not be charged for this subscription going forward.

We will attach the refund policy if you want to review it: ************************************************************************************************************************

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: 08/16/2025

Complaint: 23724390

I am rejecting this response because:
"What Microsoft stated were all lies!"
I have been purchasing applications with Microsoft since 2020. Every year I paid over ~$100.00. The policy wih MIcrosoft states that after making each payment, the obligation states that the payment allows applications to be available for the ENTIRE YEAR which means that NOTHING can be eliminated any time before that date!
I also had mentioned to Microsoft that they intentionally shut down my computer for NO REASON WHATSOEVER for at least three months based on something I knew NOTHING ABOUT called BitLocker. Therefore, during the year I paid Microsoft, they believe that losing my PC for 3 months and now 5 months, both done illegally, I deserve EVERY OUNCE OF MONEY back from them.
I will not accept all the lies that Microsoft believes they can do anything they want!!!!!!

Sincerely,

***** *****
Initial Complaint
Date:08/08/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft *********** has been down for months while they switch over to a new payment system. There has been a disclaimer stating this for months. The disclaimer though has come down and the site appears to be in normal operating. Upon placing my order the system still fails to function and allow me to enter payment details. I want them to either have a public statement to their customers on the status of design labs and their act together. This has been the most poorly run transition I have ever seen. Where most companies would have had everything lined up before porting over to a new payment system. Microsoft not only discontinued the service, but had failed to provide updates or state what is going on. What is the problem? When will it be back up and running?
Business Response
Date: 08/14/2025
Dear **** ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding difficulty order your *********** controller. We reached out to the *********** team and they have assured us that the new payment system is up and running. We did a 'test order' on the site and were able to enter payment information. Please try the site again. If you continue to experience issues, there should be a chat option and also please reply back to us here. If you can share screenshot of the issue that would be helpful.
We hope you are able to get your *********** controller ordered soon!
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/08/2025
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.
I am writing to formally request a review and refund regarding the permanent ban applied to my Xbox account august ********. This ban appears to be related to a third-party app called Party Hax that had been linked to my account last may.I want to clarify that I never intended to authorize or use this app. Upon noticing that Party Hax had access to my account, I immediately removed it to revoke any permissions. I have not used any unauthorized software or tools since that time.Despite this, my account was permanently banned months later, after I had continued to use and pay for Xbox servicesincluding subscriptions and digital contentin good faith for over a year. I received no prior warning or opportunity to address the issue before the ban was enforced.Given the significant delay between the app authorization and the ban, as well as my continued payment for and use of Xbox services, I believe this permanent ban and denial of access constitutes an unfair business practice. I was charged for services I could no longer access without any prior notice or refund.I respectfully request one of the following resolutions:1.A full human review of my account and ban status, considering that I immediately removed the app, did not use it for harmless/harmful reason and have been a loyal paying customer ********* refund for any remaining subscription time or digital content purchases made after the app was removed, as I have been unable to use those services due to the ban.I have attempted to resolve this through Xboxs standard appeal process but have been unable to engage in further discussion or present additional evidence. Therefore, I am seeking resolution through your office.Thank you for your attention to this matter. I look forward to your prompt response and a fair resolution.Sincerely,******* ******
Business Response
Date: 08/15/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension.
We understand how important your account is and how concerning it must be to lose access to services youve paid for. Please note that enforcement actions, including permanent bans, are handled exclusively by our Enforcement Customer Experience team.
To proceed, we kindly ask that you contact the Enforcement team directly through the following link:
**********************************************************************************************************
There, you can review your enforcement history and, if eligible, submit a case review. This is the only channel through which enforcement decisions can be reviewed or appealed.
We appreciate your understanding and thank you for your continued support of Microsoft.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/20/2025

Complaint: 23721879

I am rejecting this response because:
I was not given any chance to give a proper appeal due to the fact that they didnt explain why i was banned. my appeal was denied and thats why i went to the BBB, their response was lazy and did not in any way shape or form try to help my situation.

Sincerely,

******* ******
Business Response
Date: 09/03/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension.
We understand your concern and appreciate your frustration. However, we want to clarify that when an enforcement action is taken, the reason for the suspension is clearly disclosed in the denial message provided by the Xbox Enforcement Team. This includes the specific violation of the Microsoft Services Agreement that led to the action.
Once an appeal has been submitted and reviewed, the decision is final and cannot be overturned or re-appealed. We understand this may not be the outcome you were hoping for, but our enforcement system is designed to ensure fairness and integrity across the Xbox community.
If you have further questions about the enforcement process, you may visit the Xbox Enforcement page here:
**********************************************
We appreciate your understanding and thank you for being a part of the Xbox community.
Sincerely,
Microsoft Corporation

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