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.
2,328 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:08/06/2025
Type:Customer Service 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 have been completely locked out of my Microsoft account due to a failure in their two-factor authentication (2FA) system. Despite still having access to my recovery email address through my mail app, Microsoft's account recovery system refuses to send verification codes. Each time I attempt to reset my password, it displays the error That verification method isnt working right now, with no alternative options provided.I have exhausted every official support channel, including:Microsofts online password recovery forms Multiple attempts to reach customer support via phone The Disability Answer Desk (which simply disconnected me)Xbox Support (which redirected me to the same broken portal)Live chat, which is unavailable unless you are already logged in My Microsoft account is tied to hundreds of dollars' worth of digital purchases on Xbox, including games, Game Pass subscriptions, and cloud saves. Microsoft has provided no live support, no escalation path, and no way to verify ownership despite me still having access to my verified recovery email address.I am not asking to bypass security I am asking for a real person to verify that I control my account and help me reset my password. The complete failure of Microsoft's systems has resulted in a loss of access to digital property that I paid for, with no accountability or recourse.This is unacceptable. I am requesting one of the following:Human-led password reset using my recovery email (which I still control)Escalation to an internal Microsoft support team that can resolve account access issues Refund or transfer of my purchased licenses and subscriptions to a new account if recovery is denied.Microsoft has shown a complete lack of customer support for personal accounts and should be held accountable for effectively seizing access to digital property with no support, no transparency, and no responsibility
Business Response
Date: 08/12/2025
Dear **** *****,
Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (**********************************). You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/12/2025

Complaint: 23710898

I am rejecting this response because I cannot gain access to the acxount recovery form anymore. I also filled it out to the best of my ability several times before I was locked out of my inbox.
Ive provided more than sufficient information to the account recovery form and never recieved a response.
Im STILL locked out of my gameing profile on Xbox with no recourse, meaning Ive lost hundreds of dollars worth of digital products.
This is absolutely unacceptable, and is the same generic lazy respinse I have gotten from Microsofts automated menu.
If my account cannot be ************************* manually, **** I expect a full refund of all the digital products I have purchased through that profile tied to my outlook/Hotmail account.
I dont understand why I cannot have my profile manually reactivated.

Sincerely,

**** *****
Customer Answer
Date: 08/24/2025
Microsoft never addressed the issue. I provided extensive proof of account ownership (credit card, Xbox ID, email history, DOB, billing info, etc.), yet the automated recovery form repeatedly rejected me with no explanation. Microsoft refuses to provide any human review or escalation channel, leaving me locked out of an account with purchased digital goods, saved game data, essential email correspondence, and billing links.

I reject Microsofts position and do not consider this resolved. Their account recovery system is defective, and their refusal to offer any alternative support path has caused real financial and personal harm.
Initial Complaint
Date:08/06/2025
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.
sunday, 08/04/2025 I could not access my microsoft accounts, I tried to access every available resource for customer service and they all failed due to a technicality or error, now I am unable to utilize the products and services of the company. this amounts to about 60$ worth of loss on my part. I would like access to my accounts, or a refund and total deactivation of my accounts. also i suspect that one or both of my accounts have been hacked, and there is nothing the company will do about it, due to some policy, according to the customer service ****
Business Response
Date: 08/12/2025
Dear ******* ********,

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

To proceed, please visit ********************************** and provide the necessary information to verify your ownership of the Microsoft account. This is the only method available to regain access. You may submit the form up to two times per day, and we recommend including any details not previously provided to improve the chances of successful validation.

If the system confirms you as the account owner but you are still unable to access your account, please contact us again with the affected email address. We will then be able to take further action to assist you.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/06/2025
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 contacting in regards to be giving the run around from Microsoft for three weeks now. I ordered a Xbox series x on July ******* that apparently was misdelivered the next day. I spoke to the agent the same day on July 18 who assured me Id be refunded in a few days as an investigation will need to be done but dont worry it doesnt take long. Here I am 3 weeks later and over 20 agents later who keeps telling me only the shipping team can refund you and they havent responded. I spoke to a supervisor yesterday that told me the best she can tell me is to do a chargeback with my bank because she cannot help me either. Going forward , I am done with Microsoft and this distasteful experience, I cannot believe you guys were quick to take my 800$ but stringing me along for 3 weeks not wanting to give it back. I am done .Support number **********
Business Response
Date: 08/12/2025
Dear **** ******,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox delivery issue.

After reviewing your complaint and service request #**********, we confirm that our Tier 3 team has been actively working with you on this matter. According to our records, an agent reached out to you on August 6, 2025, with the resolution of the investigation.

Based on the delivery confirmation provided by ***** for tracking number ************, the package was delivered to the correct address and contained all the expected items. Given this documentation, we are unable to take further action on this case.

We strongly recommend that you consider the following steps:

File a claim with ***** regarding the delivery.
Submit a police report.
Check with neighbors in case the package was mistakenly received by someone nearby.

With this information in mind, we will proceed to close this complaint, as no additional action can be taken at this time.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:08/06/2025
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 Xbox Account Was Just Falsely permanently Banned By Microsoft later today without any reason or explanation, I have been with Xbox Since 2015/2016 And I feel so emotionally sad its almost like I want to die because I lost all my rights to the games I payed for. They wont unban me or tell me the reason when I know for a fact I didnt do anything at all to justify a perma ban. You see you have no idea what its like to lose something you had for such a long time . My account was banned for no reason whatsoever and there Xbox enforcement team doesnt help they always send automated messages and you cannot appeal the ban for seek assistance it get help; so I am hoping you guys and help get this solved and get my account back , as that account was like a baby to me and for that to happen for it to be banned randomly out of nowhere is so frustrating and emotional its not right to lose all rights to the things you personally payed for over the years either , its just not right to be permanently banned for no reason and not getting help by from the company that doesnt help its players with these situations
Business Response
Date: 08/11/2025
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: 08/27/2025
My Xbox Account Was Just Falsely permanently Banned By Microsoft later today without any reason or explanation, I have been with Xbox Since 2015/2016 And I feel so emotionally sad its almost like I want to die because I lost all my rights to the games I payed for. They wont unban me or tell me the reason when I know for a fact I didnt do anything at all to justify a perma ban. You see you have no idea what its like to lose something you had for such a long time . My account was banned for no reason whatsoever and there Xbox enforcement team doesnt help they always send automated messages and you cannot appeal the ban for seek assistance it get help; so I am hoping you guys and help get this solved and get my account back , as that account was like a baby to me and for that to happen for it to be banned randomly out of nowhere is so frustrating and emotional its not right to lose all rights to the things you personally payed for over the years either , its just not right to be permanently banned for no reason and not getting help by from the company that doesnt help its players with these situations Update- One of the reasons why I was permanently banned was because I was apparently tampering with Xbox live in an unauthorised way which is impossible to my knowledge to do on current console nor do i remotely know how to do nor would I risk doing anything like that at all. Its just unjustified to get a perma ban for something I genuinely never did nor get shown any evidence of it. I just believed someone spam report botted me and thats why I got perma banned. I hope this can provide enough context and I hope I can receive my childhood Xbox account back.
Business Response
Date: 08/29/2025
Dear ******* *****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern.
Upon reviewing case number **********, we confirm that our Tier 3 advocate has been in contact with you and provided a final resolution on August 12th. To ensure you have received all relevant communications, we are also sharing the resolution details via this channel:
After a thorough review in collaboration with our Xbox team, we have confirmed that the suspension applied to the account is valid and will remain in effect.

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.

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

For additional information about how to participate on Xbox Live in a safe and productive way, please visit our Stay Safe page (**********************************************************************************************************), the Microsoft Services Agreement (**************************************************************), and Community Standards for Xbox (**********************************************************************).

Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:08/06/2025
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.
On 8/1/2025 around 1:10 pm I was playing GTA V with my friends when all of a sudden I got dashbosrded to my Home Screen and logged out of my account because of a ********************** enforcement? I was falsely banned on Xbox and I cannot get my account back. This was a false ban or somebody hacked into my account and ban my account. I believe that I did not do anything wrong and I should be unbanned! I play 1 game and 1 game only out of the 100s of games Ive bought from Microsoft alone. My appeal was not looked over by a REAL human being instead it was passed along to a bot that just denies every appeal it encounters! I havent had no other strikes on my account but these 2 states in the pictures below.
Business Response
Date: 08/12/2025
Dear ****** ******,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/14/2025

Complaint: 23706915

I am rejecting this response because:
Microsoft support has contacted me but hasnt responded in days. my Account has been compromised. I have not done any editing of save game data or Xbox services of any kind. . Provided are pictures of an email I received anonymously from my account somehow? I wish to have my account unbanned because I have not done anything to breach TOS with Xbox or Microsoft in the 15 years Ive been playing Xbox.
Email *******************************
Gamer Tag: xxXDaCxx420
phone ************

Sincerely,

****** ******
Business Response
Date: 08/26/2025
Dear ****** ******,

We appreciate your concern and want to assure you that the security of your account is our highest priority. Our team is actively investigating your account to ensure its protection and to restore your access as soon as possible. Additionally, you were contacted by one of our agents on August 25 to request further information needed for the investigation.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 08/30/2025

Complaint: 23706915

I am rejecting this response because: Ive Secured my account as far as logging out of all devices and changing account password I have 2 Authentication already on my account.. revamped it anyway. My question as to if/when do I get in perm banned on Xbox services? I shouldnt lose my account over something that wasnt in my control. Please Give A straight answer or tell me my accounts unperm banned so I can play! Its been a month already.

Sincerely,

****** ******
Business Response
Date: 09/10/2025
Dear ****** *****,
One of our agents has reached out to you via email on sept 10th and has delivered the following message regarding your account suspension.

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

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

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

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

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

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

Cheating and/or tampering with accounts and devices disrupts the game for other players and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone. To ensure that players continue to have a positive experience, we cannot allow these kinds of violations on the service.
For additional information about how to participate on Xbox Live in a safe and productive way,please visit our Stay Safe page (**********************************************************************************************************),the Microsoft Services Agreement (**************************************************************),and Community Standards for Xbox (**********************************************************************).

This enforcement has been reviewed and determined to be accurate, as such the suspension will be upheld. Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/10/2025

Complaint: 23706915

I am rejecting this response because:

My account was hacked into and after 15 years Im finally going to edit my saved data? Why would I ever break terms of services between Xbox services let alone Microsoft? With no other strikes in sight other then few I had previous years and a chat banning. I would never in my life break any rules such as cheating in any game to uphold the strategy on anyone! At the end of the day its a game for everyone to enjoy! Please rethink my enforcement

Sincerely,

****** ******
Initial Complaint
Date:08/06/2025
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.
Microsoft, why do you play these games with people?I bought an official Microsoft Xbox controller for the series consoles 2 months ago (which now has stick drift) to replace the one with stick drift that I bought to replace the one with stick drift, to replace the one I bought with stick drift, to replace the one that is unable to charge, to replace the one with stick drift.I've had this console for 2.5 years and have now lost 6 controllers to your poor design. If I had know I would have spent the extra on a 3rd party controller which likely would have made it years, but I figured you would make a real product to use with your consoles.I'm done with this, I spent about 300$ in total on these and refuse to spend another *****. I demand a a full refund or replacement of at least 2 high quality 3rd party controllers, and an apology for your abhorrent behavior and craftsmanship.
Business Response
Date: 08/12/2025
Dear ***** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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: 08/21/2025
In regards to the above case microsoft did respond, but the response was woefully inadequate.

I do not accept their response and while I am aware BBB has no authority and will likely be unable to help, I would like to make clear for anyone in the future who reads my case that microsoft does not stand by their products, likely because they know how poor the quality is, and will refuse to take responsibility for multiple products which stop functioning for the same reason due solely to the poor manufacturing quality control and techniques.

On a personal note, I will be more vigilant in avoiding all microsoft products in the future, which will be a little too easy to do as I research it, and advise anyone else who can to drop all Microsoft products and services. Linux is amazing, gaming is sadly dying, but propped up by steam which doesn't need microsoft at all, and the rest of their services have alternatives that are better than anything microsoft has had to offer in a decade.

Sorry for the long response, I am just furious at the multi-trillion dollar corporation that can't get a controller or warranty correct to save their bottom line.
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 a thorough review of the serial numbers you provided, we have confirmed that none of the listed Xbox Wireless Controllers are currently under warranty. Please find the details below:

09710274914435 Warranty expired on May 3, 2025
09710392175242 Warranty expired on October 22, 2023
09710445076236 Warranty expired on December 15, 2023

At this time, there is no official report indicating a known issue specific to this controller model. Given that the warranty periods have lapsed, we are unable to offer alternative resolutions through our standard support channels.

However, you may still request a repair or replacement by accessing your Xbox profile and submitting a service request. Please note that, due to the expired warranty status, any repair services may incur a cost.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/04/2025

Complaint: 23706749

I am rejecting this response because:
I am extreme dissatisfaction with the quality and warranty policies surrounding the Xbox Series controllers. Over the past 2 years, I have had to replace multiple controllers, spending several hundred dollars on devices that failed far earlier than expectedsome lasting less than two months. At the price point these products are sold, such performance is unacceptable.
What has compounded my frustration is Microsofts warranty policy. In my experience, it has been inconsistent, difficult to navigate, and at times has failed to provide coverage for what are clearly factory defects. Rather than standing behind the quality of your own products, the process has often left me feeling that responsibility is being shifted onto the consumer.
As a long-time customer, I expect more from ********************. A premium-priced product should offer durability and reliability that matches its cost. I strongly urge Microsoft to address the following concerns:
Improve the durability and quality assurance of Xbox Series controllers.
Provide a clearer, more consistent warranty policy that ensures factory defects are covered without unnecessary hurdles.
Take responsibility for quality issues rather than leaving customers to repeatedly purchase replacements.
I hope Microsoft will take these concerns seriously and demonstrate a commitment to its customers by addressing these recurring issues. Please advise me on what steps Microsoft can take to remedy my situation and ensure better product support moving forward.

Sincerely,

***** ********
Initial Complaint
Date:08/06/2025
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've had my Hotmail account for years and ever so often for too long, Bing will affect my account searches, causing them to slow down as if I'm a robot or was using a deceptive tactic to search Bing for me. This undesired effect has happened again today. I use the same browser and follow the same steps every time I login to use Bing. The pattern is the same: earn twenty points then huge delay. This was not how the Bing account was advertised years ago buy this is what it is now: a stagnation tactic to cause conflict for the Microsoft Bing user. This is frustrating. I did send a message to **** support but this is nothing new. Whatever happened to my account, Bing, prevent it from happening again. My account email is ********************* Email me only!
Business Response
Date: 08/12/2025
Dear ****** ****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding the slowdown youre experiencing with Bing searches and Microsoft Rewards.
We understand how frustrating it can be when your account is flagged by Bings automated systems. These systems are designed to detect patterns that may resemble automated behavior, even if searches are manually performed. Based on your description, its possible that your consistent search routine is being misinterpreted.
To help resolve this, we recommend the following steps:
1. Vary your search topics and timing to avoid triggering automated detection.
2. Avoid using auto-complete or shortcutstype each query manually.
3. Space out your searches, ideally 4 every 15 minutes with a few seconds between each.
4. Continue normal search behavior for a few days to allow the system to reset your redemption access.
If the issue persists after following these steps, we encourage you to contact Bing Support directly.

Support Channel for Bing Issues:
You can report your concern or request assistance through the official Bing support page:
?? ***********************************************
Alternatively, for Microsoft Rewards-specific issues, you may use:
?? ****************************************************************************************************************************************

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/12/2025

Complaint: 23706505

I am rejecting this response because: the rules, I true, have changed. The automated selection of my account resents the reason for having a bing account: search and earn. When Bing advertised this account, no such thing was mentioned to control subscribers. Remove the targeting of my account because it is costing me points. In the past, all it took to remove this trouble was for me to report it once but now it is repetitive to my loss.

Sincerely,

****** ****
Initial Complaint
Date:08/05/2025
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 was permanently banned at 10am while I was asleep watching ******* I was given no reson (account name is Grim slime#****) suspected reasoning would probably be a captur of a heart because im a bad artist idk it might look like something else
Business Response
Date: 08/12/2025
Dear ****** G,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts 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: 08/12/2025

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,

****** G
If any updates are able to be disclosed please contact the email connected to the Grim slime#**** account or attempt to make contact in any other possible way
Initial Complaint
Date:08/05/2025
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've been permanently banned from xbox live and I did nothing wrong. I have been gaming since 15 and I'm now 33 and I've spent thousands on thousands of dollars with xbox live over the years and now I have no access to anything I've purchased and I cannot take that loss please help me my gamer tag is "THUG B ****"
Business Response
Date: 08/12/2025
Dear ******* ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox Live account enforcement issue.
We understand that your account associated with the gamertag THUG B **** has been permanently banned, and you are seeking a refund for previously purchased content. Please note that enforcement actions are handled by a specialized team and are not reversible through standard support channels.
To request a review or appeal of your enforcement action,please visit the Xbox Enforcement site at:
**********************************************
If your appeal has already been denied, and you believe the enforcement was applied in error, you may continue to monitor the site for any updates or future eligibility to appeal.
We appreciate your long-standing support of Xbox and understand how important your account is to you. However, Microsoft does not offer refunds for digital content tied to accounts that have been permanently banned, as outlined in the Microsoft Services Agreement:
**************************************************************
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/12/2025

Complaint: 23704231

I am rejecting this response because:

Sincerely,

******* ******
Customer Answer
Date: 08/22/2025
I rejected they're response because that they won't refund me the atleast ***** or more I've spent on xbox and I atleast want my account back I would settle for that. And I did nothing wrong I haven't been banned since my younger years and I was never banned the 8 times total that you are supposed to get before a permanent ban. I just ask for my THUG B **** account back and im perfectly fine with that, they just took it from me and I did nothing but play my games everyday thats all.
Initial Complaint
Date:08/05/2025
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.
OK, Im not really sure of the exact date because I have gone back-and-forth with Microsoft and Xbox so many times that Im so mixed! On or about July 27 I was playing a game called club Vegas on my computer. I tried to make a coin purchase, and itsaid I needed to contact Support. So I looked up the Support. They said I needed to contact Microsoft. I contacted Microsoft and spoke to an agent. I dont know his name. But he was very helpful and he said he would make the for me over the phone. So I said OK. What I purchased was a $199.99 coin package in this game, plus a multiplier for another $199.99 I think they call it a booster pack or something like that. But it multiplies purchase from anywhere from two times up to 10 times. With the agent on the phone, I kept going in and out of the game for several minutes, waiting for the coin purchase to happen. But it never did. The agentvery kindly said to me dont worry, I am going to file for a refund for you. While he was filing that, I checked mybank account and discovered that both $199.99 were subtracted from my bank account. And I kept checking to see if I got the coins which I did not. So he ***** the refund request and told me that I should know within 48 to 72 hours so a few days later I checked and it said that my request was denied. The reason being was that they had refunded me too manytimes. I have never heard of a store doing something like this, especially when I did not receive the product, and I did this witha live agent over the phone! I have repeatedly asked for this refund of over $400 but each time its denied and the same excuse because they refunded it too many times! I havenever heard of paying for a product not getting it and then being denied a refund because it happened too many times. and I dont even know what theyre talking about. What kind of company makes a policy like that? In between requesting a refund via email,I have spoken to many agents at Microsoft Support and at Xbox Support.
Business Response
Date: 08/12/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent Club Vegas purchase.
We have reviewed your account and can confirm that there is significant activity and a history of recurring purchases associated with this game. The transactions in question were completed successfully and are consistent with prior purchasing behavior on the account.
As outlined in the Microsoft Services Agreement, digital productsincluding in-game currency and contentare generally non-refundable once the transaction is completed. This policy is in place because digital content is delivered instantly and cannot be returned in the same way as physical goods. You can review the full Terms of Service here:**************************************************************.
While we understand your concerns, Microsoft will not be issuing a refund for these purchases. If you believe the charges were made in error or without authorization, we recommend contacting your financial institution directly to dispute the transactions.
We appreciate your understanding and thank you for your continued support of Microsoft.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/18/2025

Complaint: 23703453

I am rejecting this response because:
this was a LIVE purchase with one of your agents. if you pull the RECORDED call, you will hear what transpired. The agent assured me not to worry, he was putting in a refund request immediately, and escalating it. I have played this game and I have made many, many purchases in it for coins. However, this last time, as I said was with an agent. The money came out of my bank account, but I did not receive the coins. The agent put in for an immediate refund. I am out over $400.00 and you refuse to refund me. This is highly unfair and the time I have spent on this is ridiculous! The reason I kept getting was because I had met my refund allotment-what company does this? As you can see, I have not made any purchases since. I would greatly appreciate it if you would refund me the $400.00.

Sincerely,

****** *****
Business Response
Date: 09/04/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent Club Vegas purchases.
After a thorough review of your account, we can confirm that the transactions were completed successfully and are consistent with prior purchasing behavior. There is a clear history of recurring activity tied to this game, and no indication of unauthorized access or billing errors on our end.
As outlined in the Microsoft Services Agreement, digital productsincluding in-game currency and contentare generally non-refundable once delivered. This policy is in place because digital content is provided instantly and cannot be returned or revoked like physical goods. You can review the full Terms of Service here:
**************************************************************
If you believe these charges were made without your authorization, we strongly recommend contacting your financial institution directly to dispute the transactions. They may be able to assist you further in resolving the matter.
We appreciate your understanding. This will be our final response regarding this issue.
Sincerely,
Microsoft Corporation

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