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

• 

  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

• 

  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft Store

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

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  Microsoft Corporation

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

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

• Initial Complaint

  Date:06/03/2025

  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.

  Im requesting assistance recovering my legacy Xbox Live account with the gamertag diggidydank bud. I have not been able to access the account since at least 2008, but it is still publicly visible and searchable in Microsofts Xbox ecosystem. The account contains many paid games, both physical and digital, tied to the Xbox ********************************************************************* password but can verify ownership through extensive account history, including:Four possible email addresses previously linked Physical location history tied to ********, ******* Known game library (Halo 3, Gears of War, **** Wake, Prototype, and more)Gamertag usage exclusively on Xbox 360 No migration to Xbox One or newer systems Microsofts standard recovery tools and support options have failed, and Ive already filed a complaint with the **** on May 8, 2025 (#******-20646558), but have received no company response after 25+ ******* requesting that Microsoft manually verify the account using the information Ive provided and either (a) help me regain access, or (b) allow me to migrate the content to a new Microsoft account after verifying ownership.

  Business Response

  Date: 06/10/2025

  Dear ***** *********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:06/03/2025

  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 6/3/25 I paid $9.99 to renew my Microsoft *************************************** full access to Word. Shortly after, I contacted the Microsoft sales team to inquire about discounted subscription plans that I am eligible for in the future.I spoke with a *** named **** Chat ID# **********. Rather than directly addressing my specific questions, I felt pressured to switch to the "Classic" monthly plan at $6.99. I clearly stated that I did not authorize any changes to my current subscription, did not want to be charged for anything additional, and did not want to go through any type of refund and ***rocessingespecially since I knew refunds are not instant & I had paid using a gift card, which can further complicate the process.Despite all of this, **** proceeded to cancel my active subscription without my consent! She also promised an instant refund, which as expected did not occur & when I asked for my original subscription to be reactivated, I was told I would need to pay again in order to regain access, essentially forcing me to pay twice in the same day for a service I had already purchased & explicitly did not authorize to be canceled.I asked to speak with a supervisor multiple times throughout the chat, but my requests were consistently ignored until I demanded one. I was told I was sent to a supervisor named Maverick but I strongly believe that this transfer never actually occurred. There was no indicator in the chat confirming a supervisor transfer, the ***s name never changed, the tone remained unprofessional, no resolution was offered & the only ref# provided was the same as the one from ********** a long-time, loyal Microsoft customer who has consistently paid monthly for services and made numerous other purchases over the years, I am extremely disappointed by how this situation was handled. Please see my desired resolution below, and note that I will be uploading the full chat transcript for review, so the complete conversation history can be verified directly.

  Business Response

  Date: 06/09/2025

  Dear ******* ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After investigating your complaint, we noticed that the refund of USD 9.99 to your MasterCard **3947 was processed. Generally, refunds are received within 72 hours, but may take up to 30 days depending on your financial institution's policies. As there is no further refund we can issue at this time, if you wish to reactivate your subscription, you can sign in to your account, go to the subscription tab, and reactivate it. Please note that there is no option to reactivate the subscription for free.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

• Initial Complaint

  Date:06/03/2025

  Type:Sales and Advertising 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.

  So I played fortnite on my xbox console last night then went to bed I woke up and instantly got permanently banned im at 0/8 strikes so I've done nothing wrong and I reported a guy because he told me to kill myself that was the last message but I didnt put anything bad or anything

  Business Response

  Date: 06/10/2025

  Hi ***** ****,
  
  Thank you for contacting us. Here are the Official Microsoft support channels **************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. Additionally you can contact the enforcement team by submitting an appeal to your suspension **********************************************************************************************************  
  
  Sincerely,
  
  Microsoft Corporation.

  Customer Answer

  Date: 06/10/2025

   
  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:06/02/2025

  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 purchased Doom: The Dark Ages Premium Edition for PlayStation 5 through the PlayStation Store for $100. Upon release, the game has major visual quality issues on PS5, PS5 Pro, and XBOX, including broken HDR implementation, severe image blurriness due to broken sharpness slider, and the absence of robust visual quality/performance settings that are common in modern AAA games. These problems are not subjective; they are being widely reported by other players across ******* platforms and forums.I contacted PlayStation support (case #******** and #********) and was denied a refund twice, despite playing the game for only an hour and explaining that the product is not functioning as expected and does not meet the advertised standards for a next-gen ******* game. I was not given a clear reason as to why and when I pressed further the conversation was ended.Since the game is published under Microsoft through ********/id Software, I am bringing this issue to your attention because I believe the product, as released on PlayStation, does not meet basic quality expectations and has technical issues that should not be present in a $100 game.Desired Resolution:I would like either:A patch or clear confirmation that a fix is coming soon to address the blurry visuals, broken HDR, and lack of quality options on PS5 OR A full refund so I can purchase the game again on a different platform (e.g., PC) where it performs as expected.I am not attempting to keep access to the game for free, I simply want a version of the product that works correctly. If a fix is not being prioritized, then I believe a refund is a fair and reasonable solution. If a refund is offered I would have no issues having my lisence to the PS5 edition of the game revoked.Thank you for your time and attention.

  Business Response

  Date: 06/09/2025

  Dear **** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we noticed you purchased the game from another company, and only they can assist you with this matter. Since the game was bought using a PlayStation account in the PlayStation store, it is entirely under their control. Please work with them to acquire the refund for your game. Unfortunately, in this case, we are unable to take any action.
  
  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: 06/09/2025

   
  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:06/02/2025

  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.

  About 2 months ago Microsoft performed an update to my PC. The update deleted my adobe photoshop from my PC. Then when I tried to re-install it a script shows up on my screen that deletes and prevents the installation. When I bought another product similar to photoshop, "Paint Shop Pro", the same thing happened. Then my computer wasn't able to save files, it became completely unusable. In the past two months I have had to reinstall windows 10 at least 5 times. Each time I do they continue to install updates that make it unusable. I've had files deleted, exe installation files have been deleted from products I purchased and own. On one occasion, word documents were no longer able to be saved, copy and paste wouldn't work on some programs, logins to sites were no longer possible because passwords would change from lower case to all upper case, word documents wouldn't save or print pdf's. The last recent incident was a couple days ago. Icloud can't be downloaded because ** makes forces you to use ** **** but only if upgraded to windows 11. I have win 10. Plus, numerous programs and files I own were changed removing my ability to use them because my access privilege's were removed and given to "trusted installer". Finally, windows 10 finally no longer would start and only brought up a blue screen. Plus when I did some research to find out if anyone else had filed a suit against them I found they've been sued numerous times for all kinds of shady dealings. Plus there were tons of people who also had been sabotaged by ** over and over. I can't service my clients, I can't trust my PC to not lose documents and emails, I've had to purchase external drives and software to create work arounds but every time I go online I risk my PC and drives to being attacked by ** again. My business is suffering because I have to spend so much **** time reinstalling software over and over again. This c*** has got to stop. I have proof of the script they installed.

  Business Response

  Date: 06/10/2025

  Dear ****** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:06/01/2025

  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.

  My card has been charged monthly by Microsoft Xbox for 13 months. I try monthly to dispute the charges. The account is linked to an email and phone number that is not mine. Microsoft will not assist me unless I can verify the charges through the email or phone number attached. It is impossible to verify the information because the account is not mine. I have spent countless hours chatting with assistants with no viable outcomes. The only solution provided by Microsoft is to cancel my card with no refunds. The total amount of charges is ******.

  Business Response

  Date: 06/10/2025

  Dear Dawsyn ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                           
  
  Microsoft Corporation

• Initial Complaint

  Date:06/01/2025

  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.

  Microsoft updated my pc to windows 11 and now because there software blocks any attempt in moving the taskbar. my 3k$ OLED Screen is in risk of burn-in damage now. because the task bar is unmoveable and due to a error almost unhideable. I normally keep my taskbar on my alternat screen witch i can no longer do because of Microsoft! i require them to fix this! and *** tried contacting there support first but they were no help at all. there's no reason i cant have my task bar on my alternat screen and the fact Microsoft is actively blocking any 3rd party apps that fix this is Criminal. What happened to windows 10 being the LAST version change Microsoft! LIERS! Microsoft is staffed by liars and cheats!. further more i now must constantly fight with the task bar errors and reverting to the older version is only Band-Aid considering there killing windows ************************************************************************************************************************************************************ any more i will be posting feedback thru there official channels EVERY SINGLE DAY! until they address my concerns. i only hope that any others with the same concerns also follow the path iam trying to set its not ok for business's to bait and switch there customers or purposely break there product for no apparent reason.

  Business Response

  Date: 06/06/2025

  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

• Initial Complaint

  Date:05/31/2025

  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.

  Hello, my Xbox account was banned 9 years ago and I still have no idea why. I have never broken the terms of service or done anything that would even remotely warrant being banned. I had put put a lot of money into this account for ********************** Live and various games and it was randomly banned for no apparent reason. This is still frustrating to think about and is my only Microsoft account to this day. Please help if possible, or at least provide an explanation! Thank you.

  Business Response

  Date: 06/06/2025

  Hi ****** ********,
  
  Thank you for contacting us. Here are the Official Microsoft support channels **************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. Additionally you can try the recovery form, to recover your account, ******************************************************************************************************************
  
  Sincerely,
  
  Microsoft Corporation.

  Business Response

  Date: 06/12/2025

  Dear ****** ********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we noticed that this matter can only be resolved by the Xbox enforcement team as they have the authority to revoke Xbox bans. Fortunately, they have proceeded to ***** the account, so you can now use your account normally.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

• Initial Complaint

  Date:05/31/2025

  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.

  My Hotmail/Outlook account has two-step verification enabled, but I have no way to complete 2FA because I no longer have access to the phone number originally on file. Below are the key facts:Email address: ********************** Current password: Yamahattr125!I created this account when I was 8 years old; I am now 26. When I was 14, I changed the phone number linked to this account, and I no longer have access to that number. Because 2FA is enabled, I cannot log in without that old phone.I have submitted Microsofts Account Recovery form dozens of times over several months, each time including folder names, email subjects, approximate creation date, and previous passwords but the form continues to reject my entries. This same account is tied to my job and to my Xbox account (where I make most of my purchases), yet Microsoft has placed it in recovery mode without providing any viable way for me to regain access. I have reached out to Microsoft support directly, but they have stated they cannot help me because two-step verification is on and no recovery methods are ************ a result, I am completely locked out of an account I have owned since childhood. Microsofts refusal to assist me leaves me unable to access critical work emails, personal data, and my Xbox purchase history. I request that Microsoft either restore my access by providing an alternative verification method or permanently disable two-step verification on this account so that I can sign in and re-establish my security settings.

  Business Response

  Date: 06/10/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we regret to inform you there's no further assistance we can provide for this case as our account recovery form is our established procedure to regain access to an account. We understand this isn't the resolution you had hoped for, but the form can't be dismissed as this is based on our policies and procedures.

  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:05/31/2025

  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.

  Minecraft ORDER RECEIPT Order ID:#************************************?Transaction ********************* Hello,This is a receipt for your Mojang Studios order. We recommend that you print this email or save it to your computer.?It will make it easier for us to help you should you lose access to your email *********** have successfully made a payment to Mojang AB using *************************** Mon May 23 06:59:55 UTC ************: ** Purchased items:* 1 xMinecraft: Java Edition at USD ***** * x``* Sum: USD ***** DownloadMinecraft: Java Edition We purchase Minecraft for Mac with this **************************** is making it impossible to contact them ... the login leads to a place showing that we don't have any orders, but as you can see plainly above I do.

  Business Response

  Date: 06/06/2025

  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