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

5,671 total complaints in the last 3 years.
2,346 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:03/16/2024
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 Microsoft account had a software purchase history of approx. $220 and gift card balance of approx. $80. On March 1, 2024, my account was accessed by an unknown party who made several purchases using my accounts linked credit card. The account was immediately flagged by Microsoft and locked for violating their service agreement. I had no knowledge of any of this occurring until I attempted to log in that evening and received an error message that the account was locked. The message suggested filling out an account reinstatement form on Microsofts website. I filled it out that same night. The next morning I received an email stating that the account had been unlocked, and I would be asked to verify my identity as the owner the next time I logged in. I tried to log in but continue to get the same error that my account is locked, with no options presented except for filling out the reinstatement request again. I have filled it out several more times over the next two weeks with no further responses. Over the past two weeks I have also attempted to seek a resolution by contacting customer support by chat, email, and phone. I have submitted to agents my birth certificate, social security card, driver license, fingerprint clearance card, passport, and the physical credit card linked to the account. I have entered video chat with a support agent who verified that I can answer the accounts linked phone number live on screen. I have provided password, IP, chat, and location histories dating back to 2011. These agent contacts include support request numbers *********************9, **********?, **********, and CDOC case numbers SIR18475365, SIR18512097, SIR18462985, SIR18347506. All were met with a promise to make this right, followed by an email abruptly closing the case, unbelievably citing a lack of identifying information. I remain locked out of over a decade of purchases, personal photos, files, emails, as well as my gift card balance and 1000 hours of game progress.
Business Response
Date: 03/21/2024
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: 03/27/2024

Complaint: 21443478

I am rejecting this response because: No concrete resolution has been offered. On 3/21 Microsoft responded to the BBB complaint with the promise that I would be contacted to discuss a resolution. On 3/22 I received an e-mail asking me to provide the same information (with the exception of one new question) that I had already provided in my many **************** support cases, which I had already referenced (with case numbers) in my BBB complaint. (The received e-mail and my reply are attached as 3-22-2024.pdf with the bold sections indicating the answers that I added in reply.) On 3/23 I received another e-mail asking another question that I had already answered in my referenced case numbers, and again I replied with the same information. (The received e-mail and my reply are attached as 3-23-2024.pdf) On 3/26 I received a reply thanking me for my answers, and was told that I would receive an update from Microsoft on 3/27, presumably with information about what kind of resolution this information enabled Microsoft to offer. I replied with gratitude for the promised communication. (The received e-mail and my reply are attached as 3-26-2024.pdf)
Unfortunately it is now late at night on 3/27, and I was never given the communication that I was promised today. The near entirety of the communication that has taken place over the past week has been nothing more than a clone of all of the dead end case numbers from the past month, which I had already referenced in my complaint. It has been nothing more than a repeat of the same information gathering that has taken place several times before, which could have easily been looked up with the case numbers that I provided.
So far a resolution has yet to be offered for my consideration, and I have received no communication about what my personal information has been used for thus far.
I will continue to wait for a concrete resolution to be offered.

Sincerely,

*******************************
Customer Answer
Date: 04/02/2024
I have been contacted by Microsoft about the case on three more occasions, each of which I have replied to. Once was on 3/29, then a second time on 3/30, and a third time on 4/1. The first two times were telling me that they had successfully verified my identity as the account owner as opposed to the party that had hacked the account. Having spent over a week going back and forth to verify this, they assured me that they had sent a request to lift the suspension on my account, and that I would finally have access to it again by today, 4/1.
Unfortunately today's contact on 4/1 said that the request to lift the suppression had been rejected by the department that processes such requests. Minutes later I received the same abrupt ending as every other case number that I had cited when opening this Better Business Bureau complaint -- a stock e-mail saying that the case would proceed no further and that it was being immediately closed.
This is yet another repeat of the same exact cycle of events that had prompted me to open this BBB complaint in the first place, with a copy and paste of the same dead end that I had described. Microsoft claims in the communication history of my BBB complaint to have offered a resolution by opening another case number. However, when the opened case simply subjects me to the same two-week runaround, only to abruptly close the case in the same exact fashion as I had described before, it is not a solution -- it is a demonstration of the very problem at the heart of this complaint, and it reinforces my rejection of their farce of a resolution. Their claim to be working with me to resolve this has been nothing more than a facade for the Bureau, and the proof is in the attachments that show all of the e-mails that I sent and received.
I will absolutely be keeping this complaint open until a real resolution is actually offered, and by that I do not mean another Microsoft case number being created in their same broken system. I expect something different this time.
Customer Answer
Date: 04/02/2024
One attachment did not go through in my last communication. This has now been added.
Business Response
Date: 04/12/2024
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau. We confirm the receipt of the attachment that didn't go through on your previous message. We have now attached it to your ongoing service request.
We will keep monitoring your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/12/2024

Complaint: 21443478

I am rejecting this response because: No action was even offered in the response. All that the company said in the response was that they received my attachments and that they would add them to my case file, but (a) as I explained in my last communication with BBB, the company had already closed my case over a week ago, so there is not an active case for them to add anything to, and (b) the attachments that they claim to be adding to my case file are just a copy of the communication that I received from them when the case was open, so they're just adding a copy of my case file to my case file.
Please address the fact that my case with Microsoft was abruptly closed without any resolution being offered, and then offer me an actual resolution. The communication logs are all there in the attachments if a reminder is needed about my unsolved case's sudden closure.
In the time that has passed since the abrupt closure of my case and the company's most recent, hollow response through the BBB, I have continued emailing ***, the representative who had been communicating with me prior to my case's closure. I have suggested compromises, including only the gamer profile being moved to a fresh Microsoft account, or a refund being issued for the purchases that the company's anti-consumer actions have locked me out of. Both offers for a compromise were promptly denied by the company, and the company has made no similar effort to offer a resolution for me to consider. My good faith efforts to negotiate a resolution have not been reciprocated by the company in any way, shape, or form.
I will continue to keep this BBB case ongoing until an actual offer for resolution is made. That means a clear course of action toward a resolution being stated up front. That does not mean stalling by issuing me another Microsoft customer support case number and asking me to wait for customer support to contact me, repeating the previous cycle of events for a fifth time. If I receive that response one more time then I will reject the "resolution" outright, because the evidence that I have attached has demonstrated beyond the shadow of a doubt that such an offer is a dead end course of action.
Sincerely,

*******************************
Business Response
Date: 04/22/2024
Dear *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm this case has been closed as our agent stated the account is unrecoverable. Our agent also cancelled the recurring billing to prevent you from getting charged once again and refunded the current month. We understand this isnt the resolution you had hoped for, but its based on our policies and procedures, so we stand by our advocates resolution.

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: 04/29/2024

Complaint: 21443478

I am rejecting this response because: The response was literally telling me that they wont help me. There wasnt even an offer of an alternative path forward to another solution.

Sincerely,

*******************************
Initial Complaint
Date:03/16/2024
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.
Around 2/24-25 this year, Someone without my authorization used my Microsoft account, ******************* to buy a game "Skull and Bones" 10 times as gifts and sent to an unrecognized email address with my Microsoft Balance, a total of near $700. I changed my password and activated two-step verification, then I reported this incident to MS.The rep of my first ticket helped transfer my XBox data to another new account of mine per his request, but he locked my account and did not transfer my Game Pass Ultimate membership and MS ******** I remember my Game Pass Ultimate membership lasted until 2025. I then reported again using this URL: *************************************************************************, but the rep of my second request said becaused I enabled Two-Step Verification (TSV) after this incident happened, she claimed she cannot unlock my account, which was totally ridiculous. Afterwards, I submitted several requests to unlock my account through the same URL, then I saw that I got refunded for those 10 transactions, each of which was $69.99, but my account was still locked. This makes the refund totally pointless.This happened last month. There is $1,000 MS ******* inside my original account that I cannot access. My OneDrive files can't be accessed, either. My Authenticator app keeps asking me to log in and producing errors. My OneNote notes can't be synced. Basically my digital life is affected by this.Now MS just didn't respond to my multiple requests at all. Please help request them to unlock my account. Thank you very much.
Business Response
Date: 03/21/2024
Dear ****-fan ****,

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 to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/27/2024
Complaint: 21442914

I am rejecting this response because: Not only the Microsoft balance in my old account was not transferred to my new account, but also the representative of Microsoft said they cannot unlock my old account, which means all my OneDrive files, my already paid OneDrive subscription plan costs, my OneNote notes, my Game Pass Ultimate membership, my synced Authenticator access, my saved passwords in my account, my synced browser configurations, etc., are all gone. Microsoft is just punishing the victim. This is absolutely unacceptable and ridiculous.

Business Response
Date: 04/08/2024
Dear ****-fan ****,

We understand the frustration the situation is causing, there is an active communication with one of our agents, please continue to communicate with them until a resolution is reached.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/12/2024
Complaint: 21442914

I am rejecting this response because:
Microsoft hasn't been able to solve the issue and is processing my request very slowly.
****-fan ****
Business Response
Date: 04/22/2024
Dear ****-fan ****,

We have checked the case ********** and see that our agent has asked for the information to continue with their support service, please reply back to our agent for them to be able to continue with the service and resolve your issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 04/22/2024

Complaint: 21442914

I am rejecting this response because:
No. No one has requested any information from me. In the correspondence email of this case **********, what your representative meant was basically she acted very slowly and could not transfer my Microsoft balance from my old account to my new account, and asked me to wait for her, so that my XGPU membership would get expired and she still could not solve the issue.
Business Response
Date: 05/02/2024
Dear ****-Fan ****,

We have checked your escalation and see that our agent is still working with you on your escalation, please continue to work with them until is resolved, we appreciate your patience and understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/02/2024

Complaint: 21442914

I am rejecting this response because:
It took too long. It's been more than 2 months since the incident happened but you still failed to close the issue completely.
Sincerely,

****-fan ****
Business Response
Date: 05/14/2024
Dear ****-fan ****,

We can see that you are in contact with one of our agents,please continue to maintain communication with them until a resolution is reached, feel free to reply to this message or the email sent by our agent if you have any concerns.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/16/2024

Complaint: 21442914

I am rejecting this response because:
Although ***** managed to transfer my Microsoft balance to my new account, but the balance now has an 1 year expiration date, which when it was not when it was still in my old account. This is totally unacceptable, as the balance was redeemed using the gift cards I bought with real money. Please remove the expiration date ASAP.
Sincerely,

****-fan ****
Business Response
Date: 05/28/2024
Dear ****-fan ****,

Thank you for contacting Microsoft via the Better Business Bureau,please reply to our agents last email with all concerns and information for the case to be reopened.

Sincerely,

Microsoft Corporation.
Initial Complaint
Date:03/15/2024
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 bought the Star Wars Battlefront Classic Collection on the Microsoft Xbox store from developer Aspyr. I played about 30 minutes of this to find out it is a completely broken game with features advertised as being included, which were actually broken and not working whatsoever. This should not have been released to the public in its current unplayable build which was lied about to consumers.
Business Response
Date: 03/20/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.
After further research, we decided to make a One Time Exception for the situation you went through.
I am pleased to inform you that I have successfully processed a refund of *****USD on the credit card ended on MasterCard **8361.
Generally, refunds will be received within 72 hours, but may take up to 30 days depending on your financial institution's individual policies.
If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.
We sincerely apologize for any inconvenience that you have experienced, and I appreciate your understanding and patience while this problem was investigated.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/15/2024
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 1/27/24, I ordered an xbox design lab controller from Microsoft. at that time, and still to this very day (2 screenshots attached) their website is advertising that these xbox controllers are shipping in 3 weeks AND delivered within 3-4 weeks.on 2/18/24 I attempted to contact them to understand what was going on as I had not yet received a shipping notification. my email bounced.on 2/24 I managed to contact Microsoft on the phone. Their representative shared that the website is "wrong" and that Microsoft xbox design lab orders take 5 weeks to ship and deliver. I informed them that this was not acceptable & was contrary to the terms I accepted when I made my purchase & requested a cancellation and a refund.on 2/26 I followed up by email requesting a cancellation and refund again, making it very clear that, as they had breached the terms of my purchase contract, I no longer wanted the item and wanted a refund.on 2/29, (33 days post) despite my contacts, requests & accepting my return/refund request, they shipped my order, indicating I should decline the delivery when it arrives to have the product returned.On various dates, immediately & in following communications, I pointed out that they had sent the package without a signature requirement making it impossible for me to decline delivery of the package as carriers leave packages at the door when signatures aren't required.They indicated that the carrier wouldn't leave it at the door without interacting with me. on 3/7 they informed me they were going to be sending me a return shipping label.on 3/11 (44 days post) the item was delivered. I've followed up on numerous occasions requesting the label to return the item.on 3/15, they informed me they would not be giving me a refund or allowing me to return the item.I want Microsoft to return my money, as they have been consistently dishonest and continue to lie. They continue to promise 3-4 week delivery, yet reality is 60-110% higher than their promise.
Business Response
Date: 03/20/2024
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 to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/21/2024

Complaint: 21438496

I am rejecting this response because:
Microsoft Team have contacted me directly offering a $60 credit to their online store.
Microsoft Team have broken the contract, rendering this purchase contract invalid and I am owed a full refund ($105.79).
I am glad to accept Microsoft store credit in lieu of a refund at a 10% premium, as it can be easily purchased at discounts of 10-20% on the open market ($116.37).
It should be restated here again that Microsoft broke the contract and was informed PRIOR to shipping the item, Microsoft then promised me a refund AFTER shipping, then made it purposefully impossible to return the item by not providing me a return shipping label, then after multiple follow-*** on the shipping label I was promised, finally went back on their promises and declined the refund.

Sincerely,

***********************
Business Response
Date: 04/01/2024
Dear ***********************,

We understand your frustrations about the issue, as the situation has escalated, we have decided to cover the cost on Microsoft store credit, but firstly we need the email address that you want the credit attributed, and a screenshot of the proof of purchase of the controller.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:03/15/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been getting a charge on my credit card everymonth for the amount of $18.22 and there is no way to stop this charge and unable to contact microsoft. I have disputed with my credit card company and there is nothing they can do to block this charge. I have no acct with ********************** so when I login there is no information so I have no idea how to stop this charge
Business Response
Date: 03/20/2024
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: 03/27/2024
Hi
Sorry for the delay but this still has not been resolved even though I was contacted by microsoft, but still no resolution
Business Response
Date: 04/16/2024
Dear *************************,
We appreciate you reaching out to Microsoft Corporation through the Better Business Bureau about your concern. We have looked at your complaint and recent service request **********, and we see that our Tier 3 advocate ********* already provided a resolution by referring you to your financial institution.

Without further actions to take, we consider this matter closed.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:03/15/2024
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.
Back in October, 2023, I bought 2 Microsoft Arc Mouse. 1 from Amazon, 1 from B&H (different colors). The purple one from Amazon does not work properly (the other one works fine!). I work with electronics and tried to troubleshoot all I can. It does this on both Windows and Mac, it would have trouble connecting, I'd ***** cycle the device multiple times, and then it might connect after a while, before disconnecting randomly after around ***** minutes, and I'd have to repeat the process. It's defective as it has trouble connecting and staying connected. Contacted Microsoft before Christmas of 2023 for warranty (Ticket **********) and got 1 reply asking for photos of the product and confirm my contact info (December 24, 2023). Confirmed the contact info on my Microsoft account is up to date and sent the requested photos of product and ticket number written on a piece of paper on the same day. Did not get a response (still no response and it is now March). Filed a new ticket in January because no response (Ticket **********). Told me to continue with original ticket and I'll be getting a response (January 8, 2024). Still nothing. Followed up several times on both tickets, nothing. Microsoft support on X, kept saying they told the appropriate team to send me an update and it should in 72 hours. I never heard back. After several contacts to Microsoft on X, the agent (which I believe is lying) saying I was emailed back! I check this email every day, I check my spam, and I checked the original email thread, nothing (and yes I doubled checked)! $71.65 is not a small amount of money, I checked everyday to see if there is any correspondence! At this point, I want a refund for what I paid. Amazon refuses to give a full refund and wants to charge a restocking fee on the defective product.
Business Response
Date: 03/21/2024
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
Initial Complaint
Date:03/15/2024
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.
Date last month and this month The business has only told me to contact mojang and i tried all they do is send me back to microsoft/xbox and it's just a loop from there The nature of this dispute is: it's in here mojang **** for the game "If you originally signed up for a Mojang Account in the past, you must migrate to a Microsoft Account in order to keep using the Services" which is the reason i'm here contacting microsoft because i was forced to migrate my accounts to (Microsoft accounts) if i didn't they would of deleted my accounts and left me with nothing and here i am still without my accounts due to microsoft not helping or giving me support, keep in mind it says "you will forever have the account (Mojang)(Mircosoft)" Stated in the Mojang **** reason why i'm not doing this on mojang is because it's microsoft fault i'm out of accounts They have tried to help me but thats not the point i have paid for this game 5+ times now due to this ******** "Excuse" as i have said in the Explanation All they do is give me the run around and say "Please contact mojang/minecraft" when i contact them they say "please contact microsoft/xbox as we don't help with accounts anymore"
Customer Answer
Date: 03/15/2024
All i want back is one of my 5 accounts if not all of them would be fair to give me back as i didn't change the information or had control over the hackers changing them
I can provide case numbers of them denying to help or even help me with a work around on this
they even lied to me saying it would be a different outcome when it wasn't when i remade the account recovery reqeusts etc
i have lost 5 accounts to this ******** and all i get from them is "Please rebuy the game to to keep playing" after i paid 5 times already
i just want my accounts back with my names and capes i have on minecraft
Business Response
Date: 03/20/2024
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: 03/20/2024

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,

***********************
i'm willing to accept this agreement if they actually help me this time
Customer Answer
Date: 03/20/2024
I am willing to accept this if they actually help this time
as they were not listening to me before
Customer Answer
Date: 03/20/2024
Hey just coming back to add that i would like help with all of my accounts from here not just the one i requested help for as i tried to get them all back when u guys email me and work something out with me
Email i would like updates on is ***********************
I would like some of my accounts back if not all of them if u guys can't recover them i would like u guys to request from ur guys partners @mojang to get me new accounts with the names and capes i have lost from this issue thank you
Customer Answer
Date: 03/21/2024
Hey theyre still not helping me still giving me the same automatic message i would like this to be reopened
They said that i would be able to talk to them via this email but they already closed this ticket didn't even give me the chance to response,
i don't find this very fair theyre acting like if i had control over the hackers changing my information i have stated multiple times to them that i haven't
changed them and theyre still refusing to help me i would like to actually support here

Business Response
Date: 04/08/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm this case has been closed as our agent informed you this account has been marked as unrecoverable. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures,so we stand by our advocates resolution.

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: 04/08/2024
Hello i have tried to reason with u guys i even sent proof of the hackers changing the security information and still no help i have provided u guys with enough proof i was the owner i even sent the migration email i have got and confirmedall i would like is to recover my minecraft accounts or be provided with a new one with the same capes i have lost and a new name

I just sent the screen shots above
Contact email @***********************
Customer Answer
Date: 04/08/2024

Complaint: 21436476

I am rejecting this response because i have tried to reason with them guys i even sent proof of the hackers changing the security information and still no help i have provided u guys with enough proof i was the owner i even sent the migration email i have got and confirmedall i would like is to recover my minecraft accounts or be provided with a new one with the same capes i have lost and a new name

Sincerely,

***********************
Initial Complaint
Date:03/14/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a new laptop computer about a week ago.I am unable to use it because my Microsoft account and Windows 11 has been locked out.I have tried for 3 days to contact Microsoft to restore my account with no success.I need Microsoft to recover the account ASAP.
Business Response
Date: 03/20/2024
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 to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/20/2024
I was able to resolve the issue myself with no help from Microsoft.
Microsoft should have a phone number where someone can speak with a technical support person!
It took me 6 days to get the problem resolved.
Initial Complaint
Date:03/14/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been given 2 achievements in Age of Empires IV that I have not actually unlocked. I contacted the developers to ask them to re-lock these for me on my Xbox/Microsoft account so I could unlock them legitimately. The developers told me to contact Microsoft, who have since told me I have to speak to the developers.I am sick and tired of going around in circles. Someone needs to take some accountability, therefore I am opening this complaint.I want the two achievements "Boom Boom Pao" and "The Normans" to be re-locked on my Microsoft/Xbox/Age of Empires IV account so that I can unlock them legitimately.
Business Response
Date: 03/20/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/20/2024

Complaint: 21433885

I am rejecting this response because: This is not yet resolved. I received 3 emails from MIcrosoft's support team today (potentially unrelated to this escalation) forcing me to go back to the developer, despite it being out of their hands and in Microsoft's hands.

Sincerely,

*******************
Customer Answer
Date: 03/21/2024
I have just received an email titled "Microsoft Support Case Closure Confirmation for Service Request **********". They have closed this case without even bothering to contact me.
Business Response
Date: 04/01/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/02/2024

Complaint: 21433885

I am rejecting this response because: You need to escalate this further. The people you keep getting to email me are clearly incapable of doing their jobs.

Sincerely,

*******************
Business Response
Date: 04/09/2024
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm this case has been closed as our agent informed you we cannot relock achievements and that therere no further escalation levels. We understand this isnt the resolution you had hoped for, but this is based on our policies and procedures, so we stand by our advocates resolution.

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: 04/09/2024

Complaint: 21433885

I am rejecting this response because: this is your responsibility. Either do your jobs or I'm not closing this complaint, it's that simple.

Sincerely,

*******************
Initial Complaint
Date:03/14/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am a customer using "********************** Manager" - this application enforces a minimum of $10 for Skype Credit re-load. Some subscriptions cost $2.99 or $3.99 but the system is forcing customers to reload a minimum of $10. I should be able to reload the exact amount or whatever I needed ONLY.
Business Response
Date: 03/20/2024
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

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