Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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:10/16/2025

  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.

  On August 19, 2025, I contacted Microsoft Support to reactivate my Microsoft Product Key [PN6F8-DHCGG-J28D3-JWRF6-Q4D6], but they will not stick to their commitment for a product I purchased (Microsoft Windows 8). I spent $125 for the Microsoft Office Program, which is vital for my research as a PhD ******** I am requesting that the BBB reach out to Microsoft HQ and have them reactivate my Product Key [PN6F8-DHCGG-J28D3-JWRF6-Q4D6].Respectfully,*** ****** ********************************************** C: ************** E: ********************

  Business Response

  Date: 10/23/2025

  Dear *** ******,

  Thank you for your response. After reviewing your complaint and recent service request ***********), here is what we found:

  You purchased a product key from a third-party seller but unfortunately lost the sales receipt due to theft of your office equipment.

  Upon verification, the key you provided is not valid for Microsoft Office. It is a Windows 8 product key, which cannot be used to activate Office.

  Because the key is not for Office, Microsoft is unable to activate or replace it. We previously advised contacting the original seller for resolution, as they are the point of purchase.

  We understand this situation is frustrating; however, we will not be able to assist further with this case. Please reach out to the seller for additional support.

  Thank you for your understanding.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempting contacting via other available channels and was ghosted.I have two different Xbox live cards one for 12 months one for two months months These have no expiration but was told they will not work but Microsoft will produce new codes/ vouchers as they are valid and unscathed and unused, just from years ago I can scratch them and prove they have never been used but was ignored when submitting info months ago Never scratched off because its proof they were never used, have heard numerous complaints of same issue and replacements sent out

  Business Response

  Date: 10/23/2025

  Dear *******,

  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox gift card.

  
  Please note that Xbox gift cards do have an expiration period, even if it is not printed on the card. Unfortunately, we are unable to provide replacement vouchers, cards, or codeseven if the card has not been scratched or redeemed.

  
  If you would like to speak with our support team, you are welcome to do so; however, please be aware that they may not be able to assist with this specific issue. For future reference, we recommend redeeming Xbox cards promptly after purchase to avoid any potential restrictions.

  
  If you have not yet contacted support, please visit the link below to receive assistance via chat:************************************************

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/15/2025

  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 have been trying to recover my account that I have had for 15 years and I keep getting the run around to speak to a supervisor so I can verify all the things on my account and get this matter solved. I have thousands of dollars worth of games and movies on my account. Someone should be able to assist me

  Business Response

  Date: 10/16/2025

  Dear ****** ******,    
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the account recovery. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the account that you want to access back.  
  
   If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?? 
  
  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. 
  
  Sincerely, 
  
  Microsoft Corporation 

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Skype was officially retired on May 5, 2025, and is no longer available for free or paid users. I have a balance in my Skype account. ******************** will not refund my balance?!?!?!?!? It was a disaster and impossible trying to get someone on the phone. So I used the chat feature and was told no refunds of my balance case **********. So Microsoft just keeps your money?!?!?!?! Skype is useless now!!!!!!!!!!!!!!

  Business Response

  Date: 10/23/2025

  Dear Anthony ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Skype credit.
  

  Upon investigation and as mentioned in by our Skype/Teams support team in this ** **********, it was determined that the Skype balance dates back to 2023 or earlier, which makes it ineligible for a refund under the current policy. We understand your dissatisfaction and acknowledge that you mentioned escalating the issue externally.
  Agent ***** has verified your account using your ********************** ID and email as provided by you. Refunds are only available for recent unused purchases. Additionally, credits are non-refundable and cannot be converted to cash.
  

  We understand this is not the resolution you had hoped for, but we stand by the resolution provided by Our Skype/Teams support team.  
  
  Sincerely,  
  Microsoft Corporation 

  Customer Answer

  Date: 10/25/2025

   
  Complaint: 24020114
  
  At no point was my complaint escalated and the agent disconnected our conversation claiming we got disconnected. I am rejecting this response; Microsoft should issue me a credit for my remaining balance as the service (Skype) is no longer available. You just don't keep a customer's money. My money is just sitting in my account, and I cannot use it. Microsoft is committing Theft. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:10/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a formal complaint against Microsoft Corporation for its failure to respond to a verified fraud incident involving $3,000+ in charges processed through Masque Publishing, a vendor operating under the MSN Store and MSN Games ecosystem.Despite submitting a forensic complaint and receiving a support case number (#**********), Microsoft failed to follow up within the promised 2448 hours. The support portal shows no record of the case, and repeated attempts to reach a live agent via phone have resulted in hang-ups and automated loops.Additionally, I attempted to remove my compromised credit cards from my Microsoft Store account, but the system failed to process the removalleaving my financial data exposed. The original card was closed due to theft, and refund processing is now obstructed.***************** responded to my Gmail submission with a generic auto-reply (Case #******), but never responded to my MSN email, which was used to submit the forensic complaint. This selective response behavior raises serious concerns about platform-linked retaliation and data handling.Resolution Requested:A full monetary refund of $3,000+, issued via secure and verifiable means (check, direct deposit, or alternate cardnot Microsoft account credit)A formal investigation into ****************** conduct and Microsofts support infrastructure A direct contact within Microsofts Security and **************************** Confirmation that my financial data has been removed from Microsofts systems Supporting Documentation Available I am prepared to submit when provided an email address for the **************** the following:Screenshots of the unauthorized transaction alert Microsoft portal showing no support record Full Masque Publishing / MSN Games forensic complaint packet Timeline of events Masques selective response and business address anomaly

  Business Response

  Date: 10/23/2025

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

  Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding the unauthorized charges. We understand how concerning this situation must be for you, and we appreciate the time youve taken to report it.

  As these charges were processed through your financial institution, the most effective next step is to contact your bank directly. Please initiate a dispute for all unauthorized transactions and request that your bank block any future charges from Microsoft if you did not authorize them.

  We want to be transparent that Microsoft will not be able to provide compensation in this matter, as the resolution must be handled through your banks dispute process.

  Thank you for your understanding, and we regret any inconvenience this has caused.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/24/2025

   
  Complaint: 24019710
  
  I am rejecting this response because:

  Subject: Rebuttal to Microsofts Response BBB Case #********
  Complainant: ***** **** *******
  Date: October 24, 2025
  To Whom It May Concern,
  I am submitting this formal rebuttal in response to Microsofts dismissive reply regarding BBB Case #********. Their suggestion that I take it up with my bank is not only procedurally negligentit is factually incorrect and jurisdictionally evasive.
  This is not a case of unauthorized charges. This is a documented instance of platform-enabled fraud delivered through MSN Games, engineered by Masque Publishing, and monetized through the Microsoft Store, involving:
  46 verified transactions totaling $3,271.94, mapped against bot-driven inducements and deceptive chat lures
  A forensic archive of 554 pages of chat logs, screenshots, and behavioral mapping, identifying over 230 bot aliases
  Evidence of scripted vulgarity, racial and pedophiliac baiting, political manipulation, and financial lures (send me some)
  A stolen FNBO card used to process fraudulent charges immediately after I submitted forensic evidence to Microsoft and Masque
  Microsofts failure to provide a secure upload channel, acknowledge jurisdictional filings, or engage with the forensic packet
  Between August 2023 and October 2025, I sent 22 emails to both Microsoft and Masque Publishing. These included formal complaints, forensic packet submissions,metadata overlays, and jurisdictional escalation notices. Their responseswhen receivedwere dismissive, mischaracterized the nature of the complaint, and failed to engage with the evidence. These email threads are timestamped,threaded, and included in Exhibit C.
  Most critically, I have submitted a forensic dossier confirming that ***** M. ******, President of Masque Publishing, is the named inventor of the patented casino control systems deployed through Masques gaming suite. These systems were designed to:
  Override gaming outcomes
  Script bot behavior
  Route telemetry directly to owner control
  Simulate inducement patterns through MSN Games
  This confirms that the misconduct I documented was not incidentalit was engineered.
  Furthermore, despite repeated requests via email, Microsoft has refused to provide a secure method of evidence submission. I have asked for a secure upload link or encrypted channel to submit my full archiveincluding my 100+ evidence plate deck and full ********** presentationand Microsoft has failed to respond or acknowledge these requests.
  Additionally,Microsoft has refused to remove my credit card information from the Microsoft Store despite multiple requests. They have also falsely attributed an Azure account to me that I never created. These actions constitute identity misrepresentation, data retention without consent, and platform-linked obstruction.
  Due to BBBs upload restrictions (five files, 5MB max), I am submitting the following core exhibits:
  Exhibit A: MASQUE-PUBLISHING-MSN-GAMING-REPORT-10-2025
  Exhibit B: ***** J. **** & ***** M. ****** Structuring Dossier
  Exhibit C: Screenshot Archive of 22 Emails and Responses from Microsoft and Masque
  Exhibit D: Selected Screenshots from 164-Page ********** Presentation
  The full archiveincluding the complete ********** and Evidence Plate Deck is available upon request. Microsofts continued deflection and procedural negligence are now part of a multi-agency record.
  I respectfully request that the BBB hold Microsoft accountable for its failure to investigate platform-linked fraud, its procedural negligence, and its continued deflection of consumer harm.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im writing to express my frustration with microsoft account recovery process. Despite multiple attempts to regain access to my account, Ive encountered numerous roadblocks, and the automated system has been of no help. Ive also reached out to your support team, but unfortunately, they were unable to provide any meaningful assistance. Its incredibly disheartening that Im unable to recover an account that is rightfully mine, and it seems as though the automated processes are not capable of addressing more complex situations like mine. I would greatly appreciate it if someone could assist me directly in resolving this matter.Thank you for your time and attention to this issue.The account in question is ******************** And Ive tried everything including the account recovery form and no response from them either. Im at a lost and I would really like to recover this account.

  Business Response

  Date: 10/23/2025

  Dear ******** ******,   
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.  
  
  Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.  
  
  Sincerely,  
  
  Microsoft Corporation 

• Initial Complaint

  Date:10/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had an xbox live account through ********************** for over 10 years. I have purchased countless games, memberships, and have shared countless memories with this account but havent logged onto it for about 8 years. Upon logging onto the account tonight after 8 years of not logging on i was permanently banned. it has caused distress I could not explain into words because I believe my account was hacked and the person hacking violated the xbox terms in a way to ban my account permanently. I have a "rare" username sought after by many people which also leads me to believe someone hacked the account to gain access. Microsoft has let my security be breached and has made my information vulnerable. Id like my account to be unbanned and for the information to be changed, nothing more.

  Business Response

  Date: 10/17/2025

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

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the Xbox account ban.

  At this time, we are unable to verify your account or locate a service request associated with the information provided in your claim. To assist you further, please provide one of the following:

  The Microsoft Account email address associated with the banned account

  The Gamertag linked to the account in question

  Please note that we cannot see any bans associated with the email address included in your escalation.

  If you already have an existing service request for this issue, kindly update your claim with that reference number, and we will be happy to assist you.

  If you have not yet contacted Xbox Support, please visit ************************************************ to receive assistance via chat support.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 10/18/2025

   
  Complaint: 24017055
  
  Hello and thank you for getting back to me, my gamertag is ****** and the email associated is *************************************
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 10/21/2025

  Dear ****** *****,   
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account.  Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live.?  
  
   
  
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision.  For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.?  
  
  ? 
  
  You can review the full Terms of Use at: ********************************************************************;
  
  You can review our Microsoft Services Agreement here: *******************************************************************;
  
  You can review our Code of Conduct at: ********************************************************************;
  
  For additional information regarding your ban or to file a case review, please visit **********************************************. After signing in?to?*************************************************** the?account that received the suspension?(or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website?and see your active?and completed suspensions.?There is a drop down labeled Reason for action that you can click to see the exact text?that resulted in the suspension.?If non-text content?was part of the violation, you will see a message that says?This action occurred due to infringing image, audio, or other multimedia content in sent messages. 
  
  No refunds will be provided as outlined by our services agreement. 
  
  Sincerely,  
  
  Microsoft Corporation 
  
  

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24017055
  Hello thank you for your response. I am in no way asking for a refund of any sorts, I am just wanting the ban lifted from my account as I personally have in no way myself violated the xbox terms and I was wrongfully banned. There are countless memories tied to this account and I simply want the ban lifted. I myself have read through the code of conduct countless times and I personally have not violated any in anyway but have still received a ban hence the accusation that my account was hacked or used by someone else who violated the terms. I really need this account back 
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/14/2025

  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.

  They keep reactivating a subscription I canceled. It has happened multiple times.

  Business Response

  Date: 10/17/2025

  Dear ****** *****,    
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding subscription. We are unable to verify your account or locate a service request associated with the information provided in your claim. Please provide the Microsoft Account email address associated with the charges.  
  
   If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?? 
  
  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. 
  
  Sincerely, 
  
  Microsoft Corporation 
  
  

• Initial Complaint

  Date:10/14/2025

  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 an old Xbox live account. Havent used it in years. Ive been trying to log into it to cancel the Xbox live pass associated with it since July 2025. I cannot log in, I have tried to recover the account several times and have been unsuccessful. There is no phone number to call and the ** chat bot gets me nowhere. I contacted Discover (the card issuer) to put a stop payment on Microsoft because I cannot contact the merchant directly to cancel. Discover places the stop payment and Microsoft changes the merchant code to have it go through anyways. I am beyond angry as a consumer. All I want to do is cancel my subscription but Microsoft makes it impossible to do so.This should be illegal.

  Business Response

  Date: 10/22/2025

  Dear ******* *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Xbox Live subscription cancellation issue.

  I wasn't able to find any Xbox active subscription on this Account you attached to the complaint "*********************************".

  Please provide the right Account to be able to assist you further.

  Sincerely, 
  Microsoft Corporation 

• Initial Complaint

  Date:10/14/2025

  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.

  To Whom It May Concern,I am filing a formal complaint regarding Microsofts permanent suspension of my Xbox account (Gamertag: Hakumach issued on May 5, 2023, for Gamerscore Tampering. This enforcement was not the result of any action on my part. During an online Call of Duty: Black Ops II match, other playerswho were using PC-based modification toolsmaliciously altered my gamerscore after I asked them to stop harassing others in the lobby. Shortly afterward, I received a permanent suspension notice (attached) stating my account had been banned for gamerscore modification.I immediately reported this issue to Xbox Enforcement and have done so more than 30 times since 2023. Each time, I explained that my account had been tampered with by third-party modders, but I was repeatedly told that it was my fault. My original appeal through the enforcement portal was instantly denied, suggesting that no human review took place.The attached PDF from Microsoft clearly shows the enforcement was issued under the *legacy enforcement system*before the introduction of the 2023 strike-based system. Under this new system, my account shows 0 of 8 strikes, yet remains permanently suspended. This inconsistency demonstrates that the account was never reviewed under Microsofts current enforcement standards.I have been a loyal Xbox customer for nearly a decade with no prior violations or misconduct. I respectfully request a one-time **executive escalation review** to verify that this enforcement was appropriate and to consider reinstating the account. At minimum, I ask for transparency regarding the specific evidence used to justify this permanent suspension.Thank you for your time and attention. I have attached the original enforcement email from 2023 for verification.Sincerely, **** ******* ************************** *************)Hakumach 10/14/2025

  Business Response

  Date: 10/22/2025

  Dear Amir *******,   
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account. Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live.?  
  
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.?  
  
  -You can review the full Terms of Use at: ********************************************************************;
  -You can review our Microsoft Services Agreement here: *******************************************************************;
  -You can review our Code of Conduct at: ********************************************************************;
  

  For additional information regarding your ban or to file a case review, please visit ********************************************************** signing in?to?*************************************************** the?account that received the suspension?(or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website?and see your active?and completed suspensions.?There is a drop down labeled Reason for action that you can click to see the exact text?that resulted in the suspension.?If non-text content?was part of the violation, you will see a message that says?This action occurred due to infringing image, audio, or other multimedia content in sent messages. 
  

  No refunds will be provided as outlined by our services agreement. 
  

  Sincerely,  
  Microsoft Corporation 

  Customer Answer

  Date: 10/22/2025

   
  Complaint: 24014848
  
  Dear *******,
  
  Thank you for forwarding Microsofts response to my complaint. I respectfully decline to accept their answer, as it does not address the specific facts or evidence I presented.
  
  Microsofts reply appears to be a generic form response that does not indicate a genuine manual review of my enforcement history. My Xbox account was permanently banned in May 2023 for Gamerscore Tampering, yet the underlying issue was the result of malicious external modification by other players using PC-based tools during an online Call of Duty: Black Ops II session. The enforcement was not applied until nearly two days after the incident, when I was offline, which aligns with the automated enforcement batch patterns from the legacy Xbox 360 system.
  
  The evidence I have already submitted including the original enforcement notice and my current 0 of 8 strikes record under the new enforcement framework clearly shows that this is a legacy enforcement that has never been reviewed under current policies. Microsofts response provides no indication that their Executive Escalations or Xbox Enforcement teams verified the technical logs that would confirm the modification did not originate from my console or IP address.
  
  I am therefore requesting that the BBB keep this case open and ask Microsoft to conduct a proper manual review of the enforcement, including examination of the relevant account telemetry and timestamp data. My account has over a decade of legitimate use and no prior violations, and I am simply asking for a fair, good-faith reassessment of a clear legacy error.
  
  Thank you for your time and continued assistance in ensuring this matter receives appropriate consideration.
  
  Sincerely,  
  **** Bradley