Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft Store

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

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:03/10/2024

  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 had a Minecraft account at the original price of $26.95 from the old minecraft.com. This account migrated to be a Mojang account years ago when that transfer took place.I have lost my account due to ******************** support being unable to solve the errors I experienced while attempting the migration. My Microsoft account was not linked to any games, but attempting the transfer provided an error saying a different Mojang account was already linked to the Microsoft account. ******************** support was unable to find evidence that my account was linked to a Mojang account, and did not provide further support or contact.This issue actually dates back to 2019 when crossplay was added to Bedrock edition. I needed to connect my Mojang account to Microsoft in order to play with friends, and experienced the error previously described. I spoke to both Microsoft support as well as emailed Mojang support (no phone option was available). Microsoft directed me to contact Mojang, and Mojang directed me to Microsoft in a continuous loop. After my issue being dropped multiple times, I gave up.After the need for account migration was announced, I attempted to migrate my account on multiple occasions. The response from Microsoft and Mojang support was much the same.I lost a very old account with a lot of memories due to negligence on behalf of customer support. I paid for a product and attempted to follow the company's guidelines for maintaining access, but due to technical issues and a refusal to address those issues I have lost that account.This was a game I really loved, but I don't feel comfortable giving more money to Microsoft to access it after my access was taken away through no fault of my own.

  Business Response

  Date: 03/15/2024

  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

• Initial Complaint

  Date:03/10/2024

  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.

  Microsoft refuses to refund me for a game I purchased that has an ongoing bug that is a known issue to the developer, yet makes the game unplayable. Ubisoft is aware that Assassin's Creed 2 contains a bug that deletes save files, which makes the game unplayable unless I never turn off my game. Why would I want to continue playing a game if I have to start from scratch all the time? Microsoft refuses to help me and I just want my money back now. I realize I asked for a refund on Game Pass Core (which was warranted as I upgraded immediately to Ultimate), but being reprimanded for wanting a refund on a faulty game is extremely cheap and unsatisfactory from Microsoft.

  Business Response

  Date: 03/21/2024

  Dear *********************, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with the game Assassins Creed II. After reviewing your complaint, we have decided to process a refund. Funds should be available in your account within the next 3 to 5 business days, although it can take up to 30 days for some financial institutions. 

  In the future, if you submit a refund request via the web and it is declined, you can reply to the email to dispute it. 

  As your refund has been processed, we consider this issue resolved. 

  Thank you for being a Microsoft customer. 

  Sincerely, 

  Microsoft Corporation

  Customer Answer

  Date: 03/21/2024

   
  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,
  
  *********************

• Initial Complaint

  Date:03/10/2024

  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.

  I purchased multiple products using Mircosoft cashback offer with ******* Store, following the link given by the promotion(10 x cashback).Upon successful transactions, I did not receive the cashback that was promised ($153). The pending cashback transaction suddenly disappeared from their website all of a sudden. But i have complete screenshots and proof of these 2 orders that i made with *******.com store. Upon working with customer service(ticket# *********************5, I was unable to get a successful resolutions as my tickets are getting closed without any response.Order #1 : SA059080150 Date: Jan 21, 2024 Order Total: $720 Cashback promised: $72 Order#2: SA507311350 Date: Jan 18, 2024 order total: $818 Cashback Promised: $81 I have attached the complete details on the order along with screenshot on the missing cashbacks

  Business Response

  Date: 03/15/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. If you have any questions related to this matter, please reply to the last email you got from case **********, so we can reach a resolution if this has not happened.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21411630
  
  I am rejecting this response because: I see the business had raised a new case now. 

  But please note, there were numerous similar cases***********, **********, **********) had been raised in the past 3 months but never the issue had been addressed. All my cases in the past had been closed without any resolution. Hence raising one more case is not going to make any difference. 

  Unless the promised cashback had been added to my account, i am not OK to close this ticket. Please keep this Open for now.

  
  Sincerely,
  
  ************** P

  Business Response

  Date: 03/25/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate ****** has been working with you on this issue. Please continue working with our agent to reach a resolution, in case you have not heard further updates you can reply to the last email related to service request ********** so you can contact to our agent.

  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21411630
  
  I am rejecting this response because: As i mentioned in my previous response working with Tier 3 team never had the issue addressed...  i had 3 different tickets raised with the team in the past and never ended up with the resolution. All these below cases were raised in the past by Microsoft and never received any updates after that. Raised case was not the ************* on this matter and i am sure this is what Microsoft is trying to do this time too. Please keep this BBB case until we have a resolution on the missing cashback.

  **********, **********, **********
  
  Sincerely,
  
  *******

  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 see that our Tier 3 advocate ****** has been working with you on this issue. Please continue working with our agent to reach a resolution, in case you have not heard further updates you can reply to the last email related to service request ********** so you can contact to our agent.
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 04/08/2024

   
  Complaint: 21411630
  
  I am rejecting this response because: As i mentioned before, the case technicians dont have intention to resolve the issue rather trying to ask same questions over for no reason. This is really frustrating!. Whats the reason for pushing me to close this case and work with support case as this is the 3rd response that i had submitted rejecting the response from business.  Its been 3 months since i has sent dozens of emails and tons of documents already without any resolution. Let me explain that 4th time, i am not going to close this BB case until my missing cashback isssue is resolved.

  
  Sincerely,
  
  *************************************************

  Business Response

  Date: 04/16/2024

  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: 04/16/2024

   
  Complaint: 21411630
  
  I am rejecting this response because: I see Microsoft is pushing me to close this ** complaint and to go with their tactics of continuing with their support case. But as i mentioned multiple times before, Microsoft's case ticket is a joke and never had a resolution before. 

  Could you please tell me what happened to my prior case **********???? and then what happened to the case: **********?? And also **********???

  Opening a case for name sake and after 10 days just closing the it without any resolution is what this business is trying to do  so far. I am not letting you to close the ** compliant until my issue of missing cashback is resolved and as i explained above i am not ready to waste my time anymore, opening another case which anyways is useless.

  
  Sincerely,
  *******

  Business Response

  Date: 04/26/2024

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

  We appreciate your outreach to Microsoft Corporation through the Better Business Bureau about your issue. We have looked into your complaint and recent service request **********, and we see that our Tier 3 advocate ***************** has been assisting you with the issue and has offered a resolution, please note that every solution provided is in accordance with our policies that we cannot override, with no further actions available, we regard this case as closed.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:03/10/2024

  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.

  I recently reacquired a domain that I purchased in June 2020 which I lost access to without explanation. When I reacquired it, I paid for one year of access and use of the domain as well as five licenses to set up email accounts using the domain name. When I went to set up the domain through GoDaddys website and correspondingly on Microsoft 365 for business, I learned that an active email address exists for the domain name which has two-tier authentication set up on a device which isnt mine as every time I attempt to access it, I receive a prompt requiring the access code. I became aware that a person who I reported to for three years at a previous employer had obtained details of a business concept that is based on a collection of original and unique ideas that address a previously unidentified and unaddressed need in the marketplace from which considerable gain can be recognized, so I firmly hold that these ideas are protected from use without my written authorization and permission based on my interpretation of federal intellectual property laws. For several years, I continuously communicated to this person that she needed to cease and desist with any activity regarding these ideas. I only recently became aware that she had enlisted without notifying me a large contingent of notable and influential public figures and convinced them to support her by effectively slandering me to ****** support. So now I have paid GoDaddy and Microsoft for services and run into both but obstacles in enlisting their assistance in setting up the domain and corresponding email addresses in addition to accessing the email address set up using my name which has two-tier authentication set up on a device that I have no access to, I suspect that the person to whom I referred may have enlisted both GoDaddy and Microsoft which is their prerogative as a private business but the fact of this matter is that I am paying for services and subscriptions and denied any explanation.

  Business Response

  Date: 03/14/2024

  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

• Initial Complaint

  Date:03/09/2024

  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.

  Hi there, I have wanted to delete my Minecraft account for 2 years already, despite contacting Minecraft and Microsoft support more than a dozen times they have not been of any help. They have just flat out not replied to any of the requests that I have sent.I bought the account in July *********************** for the account is ************************ The account username is "*********" later name changed to "Spongebob"I hope to receive a reseponse from this channel of communication via email response.Thank you very much.

  Business Response

  Date: 03/14/2024

  Dear ***** S,
  
  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: 03/14/2024

   
  Complaint: 21410130
  
  I am rejecting this response because: The issue at hand has not been resolved and my information has not been deleted from their system. They have given me a new case number however I do not know where I am able to follow up on this conversation with the new case number that they have provided.
  

  
  Sincerely,
  
  ***** S

  Business Response

  Date: 03/25/2024

  Dear ***** S,

  
  Thank you for reaching out to us, we could see that the agent has sent you an email informing you about or limitations on our ability to resolve your issue regarding Minecraft, although Minecraft is a part of Microsoft, we recommend you contact them directly.
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:03/09/2024

  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.

  On 2/9/24 I contacted Microsoft Support. I needed to replace my credit card info in my subscription because my credit card had been compromised. When I entered the new information, the system wouldn't accept it for renewal. Microsoft Support said they would need remote access to my PV but I declined giving them that access. So, they said I would have to set up a new account since the old one would no longer work. I did that and it accepted the credit card information AND also accepted it for the old account. I didn't realize that or that the new account, identical to the old account, would cost more. I asked Microsoft Support about the issue and the would not answer. Instead, they said they would need to me to block out time in my day for them to call me. I went ahead, on my own, and cancelled the new account. In the meantime another Microsoft Support person contacted me about the two accounts and said ******************** would need to "prodata" me for the cancelled account. Apparently, that means even though I cancelled the account, they are still charging me for it. I've now paid for two months subscription on an account I've cancelled. I want them to stop charging me for the second subscription and to protect my data which they have threatened to delete.I've attached the paid invoice. The $16.30 is the overcharged amount.

  Business Response

  Date: 03/14/2024

  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: 03/16/2024

   
  Complaint: 21408885
  
  I am rejecting this response because:
  
  I don't have a choice. Until I have a refund for the overcharge and Microsoft stops over charging me. 

  Sincerely,
  
  ***************************

  Customer Answer

  Date: 03/21/2024

  I have not heard anything further from Microsoft regarding their ticket number: **********.

  I have two email addresses and a phone number which they could use but did not provide me any way of reaching them.

  I stand by my rejection.

  Business Response

  Date: 04/02/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we see that our Tier 3 advocate ***** had been working with you on this issue. Upon checking, we were able to confirm our agent provided the instructions and links you need to follow to get further assistance. Please follow these instructions and provide us the service request number you create so we can monitor the case.
  
  We will monitor your case through resolution.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21408885
  
  I am rejecting this response because per Microsoft's last communication:

  "After reviewing your complaint and recent service request, we see that our Tier 3 advocate ***** had been working with you on this issue. Upon checking, we were able to confirm our agent provided the instructions and links you need to follow to get further assistance. Please follow these instructions and provide us the service request number you create so we can monitor the case.
  Microsoft Corporation"
  

  However, I have NEVER been in contact with anyone named ***** and no links were sent to me to resolve the problem. Hence, I don't have a service request number to provide. What I have is Microsoft telling me that my prepaid subscription has expired (it's hasn't) and they will delete my data. 
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/13/2024

  Still no direct contact nor links nor anything from ********

  Business Response

  Date: 04/23/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Upon checking your service request, we were able to confirm our agent did send the instructions you need to follow to receive further assistance for this matter, to your email address: *********************************************************************** look for this email as we are unable to share hyperlinks on the Better Business Bureau.

  We will be waiting for your response, until then have a great day!

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 04/25/2024

  "Upon checking your service request, we were able to confirm our agent did send the instructions you need to follow to receive further assistance for this matter, to your email address: *******.******@ArizonaHistoricalResearch.onmi."

  Perhaps their agent sent a message to *******.******@ArizonaHistoricalResearch.onmi. However, that is not my email account nor the email address associated with my Microsoft account. The correct email, which they are quite aware of, is: *******.******@ArizonaHistoricalResearch.onmicrosoft.com How do I know they are aware of the correct email account? They emailed me. That said, if they believe they sent something to the correct account, they are grossly mistaken. They have absolutely not done that.

  No one and I mean NO ONE named ***** has contacted me. This guy did:

  ******************************;<**************************************************************>
  To:***************************
  Sun 4/14/2024 11:03 PM
  Engineer or Technical Lead will contact you today to work on this issue.

  I waited by the phone and no one called.

  Then this person contacted me.

  Oluwaseyi I <***********************************************>
  

  To:***************************
  Mon 4/15/2024 1:52 AM
  
  
  Hello *******
   
  Thank you for contacting Microsoft Support. My name is?********* ?and I have taken ownership of your support request #****************
   
  We will contact you soon.
   
  If you have any questions or concerns, please let me know.
   
  Thank you for choosing Microsoft.
   
  Warm Regards.
  
  *********************************** | Office 365 Ambassador 

  "Soon?" What's soon?

  This is soon: 

  Oluwaseyi I <***********************************************>
  To:***************************
  Tue 4/16/2024 11:20 AM
  Hi *******
   
  Thanks for contacting Microsoft 365 Support about over billing 
   
  I tried contacting you today about support request #**************** using the contact information in your profile but couldnt reach you. To continue working with me on this support request please respond to this email with a date and time that is more convenient for you.
   
  Im looking forward to working with you.
   
  Thanks,
  
  *********************************** | Office 365 Ambassador 

  So, soon is two days after promised. I was unavailable because I didn't know when they would call. So they tried again on the 22nd and 23rd, both times when I was out of the office. Ironically, I contacted them on the 23rd and scheduled a call for the 24th at 10AM, rearranged my schedule, and made myself available. Did they call? ABSOLUTELY NOT.

  Instead, making no apologies for wasting my time by not calling, they insist on a copy of my bank statements. I have asked what their justification is for bank statements given the fact that they have all of the records related to the transactions in the complaint and, as has been typical, they have refused to reply. So, the question is. If you make a purchase and you are overcharged and the vendor has a record of the purchase and payment, can they demand a copy of your bank records in order to provide a refund?

  I'm pretty fed up with Microsoft's stalling techniques. What they are doing is trying to pocket my money through attrition by making it time consuming so that I'll give up. 

  Why else would they say they need bank records and remote access to a secure system (which is what I refused them previously)? There is no ******* and there have been no links sent to me. 

  ***************************

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21408885
  
  I am rejecting this response because:

  There are being deceptive in their response. They owe me a refund. That does not give them the right to review my bank records or to remotely access secure system.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/30/2024

  Microsoft wants my bank records and, while the recommend customers not allow it, they've asked for remote access in the past. I'm not providing either.

  Business Response

  Date: 05/03/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. For our agents to provide further assistance we need your collaboration towards providing any information they request or helping them with any instruction they provide.If you dont want to collaborate with our agents, we understand, but we wont be able to provide a resolution. Please let us know if you will collaborate with our agents so we can determine our next steps.
  
  We will keep monitoring your case through resolution.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 05/06/2024

  It does not appear that Microsoft will refund the over charge. 
  Thank you for your assistance.
  ***************************
  

  
  

• Initial Complaint

  Date:03/09/2024

  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.

  Dear Better Business Bureau,I am writing to seek your assistance in a matter concerning my Mojang account. In 2012, I purchased a game from Mojang with the understanding that I would own the game as long as Mojang existed as a company. The account I used for this purchase was called "littlepickaxe".In 2020, ****** announced that they were migrating all Mojang accounts to Microsoft accounts. However, I chose not to migrate my account at that time. According to a recent announcement, ****** completed the migration process on September 19, 2023, and it is no longer possible to migrate unmigrated accounts.I have spent money on this game and would like to continue using my account. I understand that companies have policies and procedures to follow, but I believe that as a consumer, I also have rights, especially considering that I made this purchase with the belief that I would have *************** to the game.I kindly request your assistance in this matter. Any help or guidance you can provide would be greatly appreciated.Thank you for your time and consideration.

  Business Response

  Date: 03/13/2024

  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

• Initial Complaint

  Date:03/08/2024

  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.

  I purchased a copy of Minecraft for ***** on 7/14/19. Order ID and Transaction ID are listed below. I now find out that as of 9/25/23 my access to the game has been deleted. Microsoft required you migrate old accounts to their new platform. I did not know this until recently as I have not been monitoring any news about this game.I purchased a license to this game to download and play at any time. It is an extremly dishonest business practice to just revoke this access for any reason. It was very clear at the time of purchase I was buying this game not leasing. Thousands of others have also lost access due to Microsofts extremly shady bussiness practices. I would like either a refund or a new copy of the game.Order ID: #******************************** Transaction ID: ******************

  Business Response

  Date: 03/15/2024

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

  Thank you for contacting Microsoft via the Better Business Bureau regarding your Minecraft Account. 

  Minecraft Java Edition account migration was announced in October 2020 and began in June of 2021. Both the announcement of migration and the beginning of the process made international gaming news. 
   
  We sent monthly emails reminding players to migrate their accounts beginning in June of 2021. In 2022, we messaged players that they would no longer be able to play if they did not migrate their accounts. Also, in 2022, we began blocking play for players who had not yet migrated. We extended the migration end date multiple times over the two years migration was available, finally ending eligibility in September of 2023. 
   
  Once migration ended in 2023, we offered a 90 day grace ******* for which we offered players a fresh license for the game. This grace ****** ended in December of 2023.
   
  We are unable to further migrate accounts and refunds are not available. 
   
  The migration process met all international regulations. 

  Sincerely, 

  Microsoft Corporation

   

• Initial Complaint

  Date:03/08/2024

  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 have been ont he phone for days with overseas reps all they do is put on hold for 20 minutes at a time I have asked to speak with supervisors NO you cant they are in meetings all day. I have asked to speak with US reps then I spoke to someone in the AM who hacked or did something to my account that I couldnt acceess my account on line and I tried to call back and back as I placed an order as a guest G766008165 with an old email I foregot I had deleted *************** for a microsoft surfac e pro 5 I tried to cancel it several times a case was opened ********** by ***** who told me he would be monitoring the situation to recall the package back to Microsoft and or cancel it before it shipped he did neither one. Then I asked overseas reps to contact *** to return to shipper they didnt know how to do it. Then I got a return label and I am deeply concernred that once the package arrives back to you n on one will know what to do with it and how to refund my money back to a method of payment a virtual card thru Affirm the return tracking number once I do get the package if I do is 1ZW8597X9013310072 reference number RAB9BB837B607F so please expedite this matter to the proper people after they screwed up my whole microsoft account and computer and that is why I needed a new one but at this rate I dont want it anymore. You should pay me for what I have had to go thru with ********** reps and I love all people but they dotn have a clue

  Customer Answer

  Date: 03/09/2024

  I have continuously tried to contact people on the chat room and via phone to get ythem to contact whoever the shipper was to get them to recall the package they dont know how to do that.  or do they have access to any tracking information I cannot understand that in todays tech smart age.  Plus the fact I came to realize after the fact that someone from Microsoft had hacked into my account and I was getting viruses after viruses and that is why I was afraid to give anyone from Microsoft any of my personal information other than the fact of the order number etc.  So in a way they owe me more money for having scammed and hacked into my computer system even with my antivirus programs I have they are savvy .  So they owe me more money.  In the past years ago almost 10 years ago Microsoft could not find my billing information to refund me and it ook them months to be able to process the refund and I am concerned about this as well since I used Affirm and they want their money back asap.  All I get when I call Microsoft is on hold with overseas reps every call takes a long time. They put me on hold for 15 -20 minutes at a time. When I ask for a sueprvisor they are all in meetings and never call back. Just like this ***** never called me back who opened the case # **********.  I told them if they put me on hold one more time I was going to go to the BBB to get some results and help and they replied "Ok go right ahead"  so  I did.  No wonder this world is in trouble if a tech giant like Microsoft cant even get it together 

  Business Response

  Date: 03/15/2024

  *********************************** you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface device. We have contacted a senior member of our Store 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:03/08/2024

  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 locked my account and has been unable to unlock it. They stated that they have locked my account for violating the terms of service (which I havent). Ive had my Xbox account since 2010. I spent thousands of dollars on my account. I am planning on seeking a small claims of over the maximum amount allowed for:1. The amount spent on my account,2. Violation of my CCPA rights (they will NOT ALLOW me to download my data, to determine the lost of cost of all the purchases Ive made with Microsoft)This BBB complain is to seek resolution to unlock my Microsoft account. Failure of this will result in the above solution of violation of rights and penalties, amount lost due to a decision thats unethical / invalid, and seeking damages.

  Business Response

  Date: 03/13/2024

  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