Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,672 total complaints in the last 3 years.
2,344 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:03/07/2024
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 am having a problem with login. I am in a loop that I cannot access my account, though I have the backup code and am capable of receiving my second factor text messages to authenticate. My password was never changed, nor is incorrect, however it seems to be a microsoft error and something is jammed up.I need assistance as I rely on this for work being deployed for the military and for communication.
Business Response
Date: 03/12/2024
Hi ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding you Microsoft account access issues.

We proceeded to review your account **************** and did not find any results.
Please feel free to contact Microsoft support for further assistance.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/12/2024

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:03/07/2024
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.
Was charged ***** for a game pass trial and keep getting the run around from Microsoft saying they only charged me $1. There is very clearly a $***** charge on my bank statement that says Microsoft 14 day trial. They refuse to refund it as only $1 shows up on my Microsoft account. Was still charged $1 for actual game pass trial.
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:03/07/2024
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 was suspended unfairly on Xbox for no reason and I believe the situation is just a misunderstanding. I also believe the suspension was automatic. The account which has been suspended has an over 30 balance, multiple games and a subscription of Xbox Game Pass Ultimate. I have made an "appeal" on Xbox's website, but it was declined after a few hours with no explanation. I would like an apology from Xbox and the suspension to be removed.
Business Response
Date: 03/12/2024
Hi Niks,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account / enforcement action. After further review of your account ****************** no results were found.
Please provide the account look into it further.
Additionally, for future issues feel free to visit ************************************************
We will wait for your response.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:03/07/2024
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.
Hello, I am filing this complaint regarding the Xbox service for my Xbox account. Just recently, my Xbox account was permanently suspended out of the blue for no reason given whatsoever. I filed an appeal to get a response from their enforcment team claiming that my account was suspended due to soliciting on the Xbox network. However, this seemed like a false suspension as I have not partook in any soliciting on the Xbox network and the enforcement team never provided the content deemed to be soliciting. I was never given any warnings whatsoever leading up to the suspension, and only had one 2 day suspension on my account from over a year ago for another false reason, making me think even more that this was a false ban.The reason that I am writing this today is that I believe this was a false reason, and I have had countless hours and money invested into my Xbox accoount along with friends that I am losing because of this. I am unable to send another appeal detailing the situation back at to enforcement team as they have closed the case, and they do not seem to read replies sent to existing case emails. I would like to recover my account if possible and I can provide as much information as I can to ensure this happens.Thank you.
Customer Answer
Date: 03/07/2024
Additional information to any Xbox employees
My account suspension for soliciting was possibly a misunderstanding on your end relating to my recent Looking for Group posts, as they were the only recent thing I have done on the Xbox network. In the posts, I was looking for players to play Minecraft with on a Minecraft Realm, a subscription service that allows a game to be played without the host being online. In order to invite players, you can send a link as an option to instantly add them to the realm. On the Looking for Group posts I made, I attached one of those invite links, and it may have been automatically flagged as soliciting a link to an unsafe commercial website when in reality it was just a way for *********** who wanted to join from the post a way to play.

Thank you.
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
Customer Answer
Date: 03/13/2024

Better Business Bureau:
Thank you for agreeing to contact me regarding my Xbox account as I believe my suspension was a misunderstanding! I am awaiting a response and I will willingly provide any information you need in order to help resolve this problem in order to reinstate my account. Thank you!

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************
Customer Answer
Date: 03/15/2024
After receiving contact, they were unable to help as they could not get the right member (Enforcement Team) to help me with my issue. My solution has not been resolved.
Customer Answer
Date: 03/15/2024
After receiving contact, they were unable to help as they could not get the right member (Enforcement Team) to help me with my issue. My solution has not been resolved.
Business Response
Date: 03/21/2024
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. Upon checking,we were able to confirm the case has been closed as our agent didnt receive a response from you. Please get back to our agent to reopen the case and receive further assistance.

We will keep monitoring your case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/21/2024

Better Business Bureau:

***** has contacted me, unfortunately he was unable to help as support could not assist with account suspensions and that it could only be dealt with the Enforcement team. If it was possible for me to have contact with someone on the Enforcement team as I am unable to get into contact with them myself from the enforcement page or via email, that would be appreciated and they could probably assist me with my account suspension which I still believe was a mistake or misunderstanding.

Sincerely,

**** Das

Customer Answer
Date: 03/22/2024
My apologies, I meant to say that my complaint was not resolved. Support was unable to assist me with my problem as it can only be dealt with the enforcement team. If it was possible for you to let them know this, that would be great as I cannot contact the enforcement team myself
Customer Answer
Date: 03/22/2024
If you can tell them if it was possible to let them get me in contact with one of the Enforcement team members, that would be greatly appreciated as it seems they can only help.
Customer Answer
Date: 03/26/2024

I have wrote this in a previous BBB complaint that I am attaching to this one as it has some additional information that *** be helpful to know for Microsoft
Hello, On 3/5/24, my Xbox account under the gamertag das1657 was permanently suspended with no details given regarding why and what I did that got me suspended. I don't believe I have done anything to break the rules and I believe my suspension was a mistake or misunderstanding so I submitted an appeal asking for more details along with. I got a very vague response from the Enforcement Team telling me that I was suspended due to soliciting, giving me a bunch of reasons onto what I could have been suspended for. I have never done any soliciting and have not done any of the reasons listed in the email. The last thing I have done on Xbox before getting suspended was making a looking for group post on Minecraft looking for players to play with on a Minecraft Realm. I replied to the enforcement email requesting more details however I have not gotten a response. I have contacted support and they have responded saying that they could not do anything as only the Enforcement team could and the only way to contact the enforcement team was via email or an appeal. The problem is that they do not seem to respond or read emails and I cannot submit another appeal. I have no way to contact the Enforcement Team in order to provide any more details or gain any explanation onto what even got me suspended in the first place. I have no strikes on my account either. I am completely clueless on why I was even suspended and I am extremely certain that my permanent suspension was false and I have been desperately trying to contact the enforcement team for the past 3 weeks and I have lost many purchases, progress, and friends connected with my Xbox account. I want a more thorough investigation on my account. I am very certain my suspension was a mistake or misunderstanding and I want a member of the Enforcement Team to look over my case again and come in contact with me to help provide more details and to work through this together. I am willing to provide as much info, details, and context as I can. Thank you.
Customer Answer
Date: 03/27/2024
If however you can't get the enforcement team to contact me, can you try to get them to review my account again? I still believe my permanent suspension was a misunderstanding or mistake. If you do however still seem to find any details that you believe to be marked as soliciting I would like to know so I can provide my side on it as you could have misunderstood it and my initial "appeal" simply just asked why I was even suspended in the first place as there were no details provided
Customer Answer
Date: 03/30/2024
Hello BBB,
I appreciate all the help you are providing me and I was wondering that if Microsoft doesn't not respond back to this case and the case ends up being closed unresolved, would I be able to make another complaint again for the same reason? I feel like Microsoft may have misunderstood what I wrote in my initial complaint and sent me someone who could not assist me, as I have noticed others in the same position as me getting their accounts reinstated from a false suspension or getting their complaint addressed by Microsoft for an "Xbox account / enforcement action" reason. The BBB is currently the only way I can get any sort of resolution for my problem.
Thank you.
Business Response
Date: 04/02/2024
Dear ***************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Upon checking, we were able to confirm your previous service request has been archived, so we have contacted a new 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: 04/02/2024

Complaint: 21398668

I am rejecting this response because:

I will resolve this complaint if my problem somehow gets resolved by the member of the accounts and billing team you are sending to contact me, however I do not believe a member of the accounts and billing team can assist me with my issue. With my previous support case with another member of the accounts and billing team they have informed me that they unfortunately cannot assist me with my account suspension as it had to be dealt with a member of the Enforcement team. It has been a month since my permanent suspension and I have been met with complete silence from the enforcement team and have gotten no assistance and I am wondering if you can get one of the members of the enforcement to review the enforcement action on my Xbox account as I believe it was given unfairly and that it was a misunderstanding or mistake. They appear to be the only ones who can actually assist me with removing this permanent suspension which I believe was a false ban. I was never provided any details onto what got me suspended and when I sent an "appeal", I only received a vague response from my "appeal" email telling me it was due to soliciting and the appeal was declined. I have not done this or any of the things provided in the email.
I am asking if I can have my enforcement action addressed as I have noticed others get their false suspensions addressed or fixed via the BBB, from results online or from the BBB complaints page.
The last thing I have done on Xbox before getting suspended was making a looking for group post on Minecraft looking for players to play with on a Minecraft Realm.
I am still lost on what even got me permanently suspended and can provide as much information/details/context as I can in order to get rid of any possible misunderstandings that could have been marked as soliciting by an automated bot moderating the Xbox network in order to get my account unsuspended.
I have attached five screenshots, one with the original enforcement details from the website, one with my permanently suspended Xbox profile viewed from the Xbox app on PC, one with a screenshot showing my account with zero strikes leading up to the permanent suspension, one with a response from the previous accounts and billing team member I contacted telling me that they could not assist me with my suspension and it had to be directed to the enforcement team, which I cannot contact, and finally one with the appeal response.
Please have my enforcement action addressed and resolved as I believe it was given unfairly. I am awaiting a response.

Thank you,

***************
Customer Answer
Date: 04/03/2024
Please forward this to Microsoft:

I have received contact by a member of the Accounts and Billing team. The "new" member I was given ended up being the same member I was contacted by in my first contact with them, who is unable to assist me with my issue.
They have provided the same message I was given on my first contact, which does not help me as none of the options listed below end up reaching the Enforcement Team.
My initial "appeal" I sent to the enforcement team never provided any evidence on what I did that got my account permanently suspended, just like the details, and I believe it was an automated response.
The enforcement team either ignores or does not read replies sent to that email, as well as ignoring any posts on the Xbox forums.
My complaint has not been resolved. All I ask is for someone to review my enforcement action as I am 100% certain it was given unfairly, being either a mistake or misunderstanding.
The initial appeal email only stated that I was suspended due to soliciting, which however I have not done.
There was no evidence provided onto what I did that resulted in my suspension on the enforcement page and on the initial appeal email, and I would like my permanent account suspension removed.
If however you do have evidence, please provide it as I can most likely provide additional details that will allow you to realize that this suspension was a mistake.
Once again, my complaint has NOT BEEN resolved. I am still awaiting assistance or a response back regarding my Xbox account's enforcement action.
Thank you,
***************

Customer Answer
Date: 04/04/2024
Hello BBB,
I have noticed that the complaint type given to this complaint is Billing or Collection issues, however I don't believe this is the best type this complaint can be described as. The only reason why I am mentioning this is that I feel like Microsoft may be viewing the complaint type and are sending me the wrong department to assist me with my issue, as the people who I have been given contact with have told me that they I need to be contacted by the *********************** which the Accounts and Billing team cannot contact. I'm not sure what other complaint types would best fit this case as I do not know any of the possible complaint types a complaint can receive, however I am hoping maybe a more fitting complaint type will get Microsoft to hopefully send the correct department to assist me with my Xbox enforcement action.
Thank you.
Customer Answer
Date: 04/05/2024
Apologies for the amounts of additional information messages I have been adding, but I have reviewed other requests on the BBB website of others who have the same issue as me, and noticed that they were given a "Service or Repair Issues" complaint type. I feel like this complaint type would fit my complaint better and I am wondering if it is possible for it to be changed to that in order to hopefully get guided to the right department at Microsoft who can help me with my issue.
Thank you.
Business Response
Date: 04/10/2024
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 redirected you to our enforcement team and you confirmed you were contacted by them. Please confirm if your issue has been solved, if not, please provide your service request number so we can monitor your case.

Well be waiting for your response. Until then, have a great day!

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/10/2024

Complaint: 21398668

I am rejecting this response because:
***** did not redirect me to the Enforcement Team and I never confirmed that I was contacted by them. My Xbox account is still permanently suspended. I was suspended unfairly with no details given and I still believe my suspension was a mistake or misunderstanding. The "appeal" I sent before I contacted the BBB was declined and still provided no reasoning or evidence onto why I was suspended. A member of the Accounts and Billing team cannot assist me as they have mentioned. I would like my Xbox account to be reviewed by enforcement again and for the suspension to be removed as it was given unfairly. I am willing to provide any details in order to ensure my account's suspension is lifted as I believe it was a mistake or misunderstanding.
Once again, my complaint has NOT BEEN resolved. I would like my Xbox account suspension to be removed as it was given unfairly. My Xbox username is das1657.
My service request number is **********, however a member of the Accounts and Billing team cannot assist me with my Xbox enforcement action.

Sincerely,

***************
Business Response
Date: 04/18/2024
Dear ***************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new senior member of our Accounts and Billing Team to investigate this matter and work with you directly towards a resolution as the past cases has now been archived. Your new case number is **********. Please ask our agent to redirect you to our enforcement team as we cannot create cases for this team.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/18/2024

Complaint: 21398668

I am rejecting this response because:

A member of the accounts and billing team cannot redirect me to the enforcement team. I have already mentioned this in a previous email with ***** and he has told me that they are unable to contact enforcement. My initial "appeal" to enforcement asking why I was suspended as I was given no reason for the ban before contacting the BBB was declined and their response was vague and seemed like a bot response only giving me a list of possible reasons for the suspension. I am unable to create another appeal through enforcement.xbox.com which was the reason why I contacted BBB initially in order to find someone who could help me resolve my Xbox account suspension which I believe was a mistake. It is unfair that I am unable to make my case to Xbox and just want to speak to an actual human at enforcement to help resolve my case.

Please tell me if you can contact enforcement, or forward this message to someone who can contact enforcement or can help me regarding my Xbox enforcement action. I have noticed people getting their false suspensions removed via the BBB and I am just wondering why I am unable to get the help I need. I have attached a screenshot of a response by Microsoft shown on the BBB website of an attempt at reviewing someone's account regarding their Xbox enforcement action in order to further look into it. If I can get a review of my account like this, I believe it can help me.

Thank you.

Sincerely,

***************
Customer Answer
Date: 04/22/2024
After receiving contact, **** was unable to redirect me and put me in contact with one of the enforcement team members. He has only told me to go to the enforcement website to create an appeal, which I already have before I contacted the BBB, which was denied shortly after receiving a vague response saying it was for soliciting and listing possible reasons that I could have done that caused the suspension, which I have not done. I sincerely believe that I have not done anything wrong and I would like my suspension removed or have my account reviewed again as I am certain my suspension was given by mistake or misunderstanding.
Customer Answer
Date: 04/25/2024
Please forward this:

A member of the accounts and billing team cannot redirect me to the enforcement team. I have already mentioned this in a previous email with ***** and he has told me that they are unable to contact enforcement. My initial "appeal" to enforcement asking why I was suspended as I was given no reason for the ban before contacting the BBB was declined and their response was vague and seemed like a bot response only giving me a list of possible reasons for the suspension. I am unable to create another appeal through enforcement.xbox.com which was the reason why I contacted BBB initially in order to find someone who could help me resolve my Xbox account suspension which I believe was a mistake. It is unfair that I am unable to make my case to Xbox and just want to speak to an actual human at enforcement to help resolve my case.
**** has also said the same thing, and the fact that he could not put me in contact with one of the enforcement team members. He has only told me to go to the enforcement website to make an appeal, which I am unable to do as I have already made one before contacting the BBB, which was declined giving me a very vague response which does not help whatsoever. I was still never given any details onto what I said or did that got me suspended other than the fact that it was "due to soliciting". I never received any details before or after the appeal and the website still says that there are no details available. It is quite difficult to write an appeal without even knowing what you are writing it for as I was never given any details and I think it's unfair. I sincerely believe I have done nothing wrong and that I was suspended by mistake or by misunderstanding and I am desperately trying to find anything to resolve this issue.

Please tell me if you can contact enforcement, or forward this message to someone who can contact enforcement or can help me regarding my Xbox enforcement action. I have noticed people getting their false suspensions removed via the BBB from seeing online from other places and I am just wondering why I am unable to get the help I need. I have attached a screenshot and copied below a response by Microsoft shown on the BBB website of an attempt at reviewing someone's account regarding their Xbox enforcement action in order to further look into it. If I can get a review of my account like this, I believe it can help me.
Please help. I sincerely believe I have done nothing wrong.

Thank you,
***************

Example of business response:
Business response
03/12/2024

Hi Niks,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account / enforcement action. After further review of your account ****************** no results were found.

Please provide the account look into it further.
Additionally, for future issues feel free to visit ************************************************

We will wait for your response.

Sincerely,
Microsoft Corporation.
Business Response
Date: 05/06/2024
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 the T3 has been closed based on the information you mentioned. Unfortunately, theres no further assistance we can provide as we are unable to redirect you to our Enforcement team, we can only provide the link you already used. We do apologize for this inconvenience, as we understand this isnt the resolution you had hoped for, but this is based on our policies and procedures.

Please let us know if theres any other matter you need our assistance with, so we can determine our next steps.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 05/06/2024

Complaint: 21398668

I am rejecting this response because:
I appreciate all your efforts but I'm just confused onto why I am unable to get the help I need when there have been others in the same situation as I am who managed to get their unfair suspensions resolved or at least investigated through the BBB. I am also confused on why it's so difficult to get into contact with someone on the enforcement team instead of getting a vague automated response with them, and why you are unable to contact them as well even from within Microsoft. Unfortunately my account suspension is the only problem I have right now, so it does not seem like you can help in any way. I'm not sure if you can but if you could give me the contact info for any higher *** at Microsoft or anyone you think can help me with this that would be appreciated.

Thank you,

***************
Customer Answer
Date: 05/22/2024
My complaint has been resolved. I ended up emailing the *** of Xbox, ***********************, and he addressed my concern and my account was reinstated.
Initial Complaint
Date:03/07/2024
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.
Ever since Microsoft bought Blizzard, Blizzard's customer service has become non-existent. My account was suspended for 30 days and in the email ******** stated they would not overturn the suspension and may not answer appeal tickets. They won't even give you the date they said you violated their terms of service. However, they want you to file an appeal before making a BBB complaint? I have never even received a warning about anything the 20 years I have been a customer. 20 years and they suspend my account for 30 days and won't even tell the date they said I violated their terms of service! And they stole a month's worth of game time that I paid for. They do not have a phone number or live chat only web tickets that are answered by an automated service. Blizzard is using programs to automatically suspend accounts meaning accounts are suspended that should not be. Suspension should never be done by AI and if they are, you should be able to appeal the decision with a person.
Business Response
Date: 03/11/2024
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: 03/11/2024

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:03/06/2024
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 spoke to a Microsoft representative 4 days ago due to the that my minor son accumulated over $700 worth of charges with a credit card that he had taken without permission. This is a substantial amount of money and Microsoft said they would do an escalation process to refund the money. They said to follow up in three business days which I have. I got a completely different story from the new representative saying that I had to request each charge individually these are substantial charges and there are numerous amounts of them. I thought very upset and I said that is ridiculous and that that is not what I was told he then proceeded to tell me that they don't refund these charges anyway. Microsoft connected to Xbox which is where the charges were incurred is a very manipulative business that takes advantage of children by tempting them with new games and characters on a daily basis if not an hourly basis these children are being taken advantage of in their minds and their goal is to make them more addictive to these games. Money should be refunded immediately. Microsoft lied I'm very upset the company is not legitimate it's a scam the only reason I have anything to do with them so my son can play his games on occasion in this particular incident my son is suffering from depression and he was not acting as his normal self. And they're taking advantage as I said I expect a refund of the charges and they know exactly which ones I am speaking of. I would like resolution of this immediately.
Business Response
Date: 03/12/2024

HI *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your purchases incident and refund request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:03/06/2024
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.
Keeps refusing to refund me for a game I didnt want and was accidentally purchased.Order Number: ********** Xbox Email Address *********************** Xbox Gamertag: Beefy Fella
Business Response
Date: 03/13/2024
Dear ******************,

Thank you for reaching out to us, we have checked the order number 2913463958,we can see that a refund is already placed, they typically take from 1 to 7 days to reflect on your account. ******************** will now consider this case as resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/13/2024

Complaint: 21396146

I am rejecting this response because: this was not refunded

Sincerely,

******************
Business Response
Date: 03/21/2024
Dear ******************,

Thank you for reaching out to us, we have checked the account and order number you have provided, order 2913463958 for the game WWE 2K24 Forty Years of WrestleMania Edition Pre-Order appears as refunded on our system, we recommend for you to contact your bank or financial institution to see what has happened with the refund. Also we have found you have multiple escalations for the same refund we will proceed to close those and keep this one, and no further refunds will be given, making more cases or escalations will have the same outcome.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 03/21/2024

Complaint: 21396146

I am rejecting this response because: the refund wouldve been to my Microsoft account wallet not my bank. I used funds that were from a gift card. The order Order number is1534603136

Sincerely,

******************
Initial Complaint
Date:03/06/2024
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.
Hi, I signed up to use a Microsoft Azure. computer resource called an API that is generally free, with some minor charges. This is when the nightmare began.Microsoft then charged me something like 100x the amount listed. And the only way to dispute the charges is to sign up for PAID support. It was $30/month to dispute overcharges that were completely their fault! The only problem is that even when you pay, they STILL don't get back to you. I escalated to their $150/month tier. And they STILL took days to respond. They finally admitted to an overcharge. But when I tried to get the money refunded, they never got back to me.Their site is **** with traps - they ask you to sign in multiple times. On the 4th try, they ask you to type in a secondary email you've given and if it matches they'll send a verification code for you to type in - the code never arrives. You try 20 times, and FINALLY you get a code - using the EXACT same email you used the previous 19 times. You click on contact support, and there's no actual button to contact support. Finally it shows up 1/10 times. You click the button - they make you jump through hoops with a bot. The screen freezes. Options that are listed can't be picked. THERE'S NOW NO ACTUAL WAY TO SPEAK WITH AN INDIVIDUAL TO GET A REFUND.Microsoft is one of the premiere names in business. But behind the scenes they're acting like the biggest con in trying to get more money out of people than they deserve, based on what they're offering. And they're putting the burden on people to try and get that money back - and it takes so much time and energy. Who will bother?MY BROTHER IS END-STAGE CANCER, AND I CAN'T BELIEVE I HAVE TO DEAL WITH THIS RIGHT NOW. It's so evil. I'd just like to speak to an individual, and have them refund the money they've taken that they don't deserve.
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:03/06/2024
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.
Titles are sold on the "Xbox" online store that do not function up to an acceptable level - There is no guarantee that these issues will be fixed by developers and certainly unlikely within the refund period listed. (These are not "Early Access" or "Game Preview" titles, but finished releases). Refunds are then denied with no way to contact support or customer service.
Business Response
Date: 03/11/2024
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: 03/11/2024
Hi,
Just confused as to how Microsoft plans on contacting me/even knowing who I am in terms of their support system. Didn't see any way to send them contact information without rejecting the resolution
Customer Answer
Date: 03/18/2024
Sorry to bother you again. The company has already been in contact with me directly, and seems to be doing nothing but wasting more of my time and delaying things.
Business Response
Date: 03/20/2024
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 Refunds aren't available for digital purchases that have been played or used before. 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: 03/20/2024

Complaint: 21394325

I am rejecting this response because:
This information contradicts the information clearly displayed on the "refunds" page located on the Xbox website, as I have mentioned now several times, all the while continuing to sell titles that don't function as advertised after being informed many, many times by customers of this fact, along with the blatant attempt to waste as much of my times as possible over a paltry seventy dollars.
It is quite clear that neither Microsoft or Xbox have any respect whatsoever for their customers or fans, so after 20 so odd years and thousands of dollars worth of purchases, I will be taking my next $70 and beyond somewhere that isn't in the business of misleading and taking advantage of people.

Sincerely,

*********************
Initial Complaint
Date:03/06/2024
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 Microsoft Team, I'm reaching out for the bug of Linkedin. I've already submitted the required ID verification but haven't received any updates. This account is crucial for my professional activities, and I kindly request your help to resolve this issue and unblock my account. This contradiction is not only confusing but also severely impedes my professional activities on your platform. The situation is unexpected and disappointing for a platform of your stature. Hope you to not only rectify my current issue swiftly but also to improve your system to avoid similar frustrations for users in the future. T **** you for your assistance. Best, ***********
Business Response
Date: 03/11/2024
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: 03/21/2024
Dear Microsoft Team, I am reaching out due to concerns regarding the stagnant process of Linkedin issue. The system of Linkedin has followed for my account verification. Despite following the instructions to submit my ID for verification, I find myself trapped in a perplexing situation where, initially, no record of my submission exists, and upon resubmitting, I am informed that a submission has already been made and further submissions are not allowed. I've clarified the situation and reach out to Linkedin only leading to no reply. This contradictory feedback has effectively locked me out of my account with no resolution in sight. I kindly request your urgent assistance in resolving this issue and unblocking my account. Thank you for your prompt attention to this matter. Sincerely, ***********
Business Response
Date: 04/02/2024
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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Customer Answer

Business Response

Customer Answer

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Microsoft is NOT a BBB Accredited Business.