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

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:01/31/2024

  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 purchased a $5,000.00 computer from them it is a microsoft surface Studio 2 and after having it for 2 years a blue screen pops up and it crashes. This started happening a month after my guarantee ended which is 11/23. I have brought it to Best Buy in 12/23 to see if they can fix it and they could not they told me to contact microsoft. I have contacted Microsoft and 3 different times they went on my computer to try to fix it but they could not fix it. All the people in best buy and microsoft said it is unusual for that brand computer to crash especially after 2 years. They said it is a hardware problem. I believe that Microsoft messed up on the computer when building it. Now the only thing I can do Microsoft said is pay $2,000.00 to ship the computer out to see if they can fix it and if they can't I am out a computer and they will not replace it. For a $5,000.00 computer purchased from Microsoft only 2 years old I believe they should fix it for free or send me a new or refurbished computer same brand that does not crash. So much time wasted and so much money spent on a computer that is from a well known company Microsoft who makes billions of dollars and they can't even back a high end product of theirs that malfunctioned. I am very disappointed I should have bought a MAC maybe they would have had better customer service.

  Business Response

  Date: 02/05/2024

  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:01/30/2024

  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 the digital game, Antstream Arcade on 12-JAN for $87.99 on the Microsoft store, under the premise (as advertised) that Mortal Kombat was an available game in the collection. It is no longer available as *********** pulled the license and this was not stated anywhere on the listing.I immediately returned the game and uninstalled it within 30 minutes and despite my refund being approved over 15 days ago (two weeks) I am still missing my money on the card utilized.My approved return service number is ********** and this was approved on 12-******* is beyond unacceptable that my money has not yet been returned.I have supporting documentation that my return was made per Microsoft's time limit policy and even got a confirmation service number that my return was approved. I will be attaching it. Upon contacting XBox support today as to where my money is, their agent, "*****" didn't even read my complaint to notice it was already approved and automatically denied me thus depriving me of my money another business day. Additionally, I am seeking their immediate termination for defrauding and lying to me, as well as continuing to deprive me of my rightfully owed funds per the company policy. See all attached documentation. I demand an immediate investigation into this matter.

  Business Response

  Date: 02/05/2024

  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:01/30/2024

  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.

  This is a follow up complaint to the previously filed complaint against ****** I ordered a laptop from Microsoft and Microsoft shipped it via ****** The driver delivered the package to the wrong address resulting in a lost/stolen package. ***** has since paid a claim to Microsoft the shipper. Microsoft will not pay the third party I used to finance the laptop or issue a refund so that I can pay them I need help please it's been four months and my credit is getting dinged because I refuse to pay for an item I never received.

  Business Response

  Date: 02/05/2024

  Hi ***,  
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your laptop incident
  Please feel free to reopen your previous case for further assistance.

  You can also contact Microsoft support to get help.

  Sincerely,?   
  Microsoft Corporation.

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21219275
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/29/2024

  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 giving a old phone number from Skype after my purchase with iTunes but I dont know why its Apple fault I selected a new phone number from Skype and after I paid **** I was given a old phone number I dont want which is ************ and Im unable to get a new phone number and Im out of **** and i ask Microsoft to give me a different phone but they said I have to buy a new phone which I done in the past and I was giving old numbers back again and again

  Business Response

  Date: 02/05/2024

  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: 02/12/2024

  Didnt refund me didnt give me a another phone number to replace the ************ didnt give me a credit for the phone number Apple iTunes denied my refund 

  Business Response

  Date: 02/29/2024

  Dear ******************,
  
  Thank you for reaching out to us, as mentioned before by the agent, we cannot cancel the old phone number on your behalf or give a refund/credit for Apple iTunes. Thank you for understanding.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 02/29/2024

   
  Complaint: 21218106
  
  I am rejecting this response because: the phone number was supposed to be canceled long time ago and every time I buy a phone number with Microsoft the old number that was deactivated ************ get reactivated by mistake and there is glitch with the system 
  
  Sincerely,
  
  Jermmie *****

• Initial Complaint

  Date:01/29/2024

  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.

  In the beginning of September 2023, customers of my business that have a Microsoft-hosted email account reported that they weren't receiving emails from us. After an internal investigation, we found that one of our DNS records had been compromised.After doing some research within Microsoft 365 ************ and the Exchange ************, we realized the emails were being blocked due to "High Confidence Phish". We therefore assumed that our domain name was used in a phishing campaign after being compromised, and added to a "block/filter list" at a higher level within the Microsoft email system.We promptly regained control of our domain and increased security to our DNS Management account. However the issue has not been resolved and customers are still unable to receive emails from us.Microsoft is specifically blocking any email that contains a hyperlink to our domain. This affects over ***** of our customers, causing extreme damage to our company in time/energy, and also financially from customers being upset and finding business elsewhere.We have had numerous support tickets open with Microsoft and none of the engineers are able to assist. We have utilized free and paid support channels. In most instances, they end up ghosting us and just going silent. We have the following two tickets currently open:#**************** (Last communication 1/7/2023)#**************** (Last communication 1/9/2023)#**************** (Great communication, organization unable to help)To resolve this issue, we demand the the following: - A root cause analysis showing why this issue started in the first place - An explanation as to why it continues to be an issue after we regained control of our domain - A removal of our domain name from the "block/filter" list - A concrete solution/explanation on how Microsoft will prevent this from happening in the future - An easily accessible communication channel to have the issue resolved promptly in the future if it happens again

  Business Response

  Date: 02/05/2024

  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: 02/07/2024

   
  Complaint: 21214536
  
  I am rejecting this response because:

  While I appreciate being told a senior technical member will be working me on a specific case number, I was provided no information as to how to follow my case number, where to see it online, how to know someone is going to contact me, etc. I have yet to be contacted, and have no way of viewing the status of my case using the case number provided, so I therefore am rejecting this response.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/22/2024

  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 the case remains open and being worked on by our agent as the issue is still being investigated. Please keep collaborating with our agent towards a resolution.
  
  Rest assured we will monitor your support case through resolution.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 03/07/2024

  Hi there!

  At the time my submission was set to expire and close automatically, Microsoft had stated they resolved my issue. The frustrating part is that communication came from alternate channels, not the BBB ticket. I have yet to hear anything from Microsoft regarding this BBB submission and ticket # that they claim they are following up on.

  My issue still remains as the solution provided failed after two days. Can you please reinstate this ticket?

  Thank you!
  

  Business Response

  Date: 03/12/2024

  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 you sent an email to our agent the same day that you reopened this complaint. Based on this information, can you please confirm if you still need further assistance so we can reopen the support case.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 03/17/2024

   
  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:01/29/2024

  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 the morning of 29Jan2024 ***** time, I contacted Xbox customer service to assist in changing my billing address/payment method for the Xbox Live/Game Pass core subscription. I had the $59/year subscription since the beginning of the Xbox live subscription service. This plan is no longer offered by Microsoft/Xbox but I was grandfathered under this plan. Instead of doing an override for the billing address or assisting me in setting up another payment method, the customer service representative, without my express consent, CANCELLED my subscription and told me to reapply. This forces me to accept a new, much higher, cost payment plan. To reiterate, the company forced me off of my lower rate plan and is forcing me to pay more or not be able to enjoy the services that I originally paid for. My ******* channel is not currently monetized, but I am an upcoming videogame *******r and the inability to play online games will have an impact on my ability to monetize my account and make money; aside from the fact that I would be forced to pay a higher monthly or yearly rate for their service. Microsoft/Xbox is refusing to reinstate my previous subscription or otherwise saying they "can not" do so. This is unacceptable.

  Customer Answer

  Date: 01/29/2024

  I received a call from a ***** from Microsoft this morning 30Jan2024 (***** time).  I was provided with a 1 year Xbox Game Pass Core subscription.  I was informed, however, that upon renewal after this year subscription ends, I "will have to comply with the new rates".  The new rates, again, are $9.99/month (basically $120/year which is DOUBLE what I paid before) or $24.99/3 months (basically 100/year which is still $40 more than I paid before or 1.7 times what I used to pay.  Being FORCED to pay 1.7 or 2 times my previous cost is unacceptable.

  Business Response

  Date: 02/05/2024

  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: 02/05/2024

   
  Complaint: 21213418
  
  I am rejecting this response because:

  I have already had a person named ***** contact me.  She provided me with one one-year Game Pass Core subscription then told me I would have to abide/accept the new terms/billing if I wanted to renew the subscription.  My subscription, that was forcibly cancelled, was $59/year.  The new term that I will be forced to accept are either $10/month ($120/year) which is DOUBLE(2x) my previous subscription or $25/3 months($100/year) which is $40/year more(1.7x).  Neither of these are acceptable. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/15/2024

  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. Be informed that any resolution provided will be accurate with what we can do to resolve the matter, however, in case you have further concerns please reply to their last email so you can continue working with our agent.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21213418
  
  I am rejecting this response because:

  Below is the message I have received from Tang.  ****** conclusion is unacceptable as a conclusion for this matter.  **** refers to "goodwill"; I was provided with a current "free" 12 game pass core subscription due to the mistake by the Microsoft service personnel.  That does not clear or make-up for the fact that my subscription was cancelled without my permission/request and I will be forced to pay 1.7 or 2 times what I previously paid for the service.  If providing me with one 12 subscription is a problem, then I am happy to have the "free" subscription cancelled, have my previous subscription reinstated, and pay for it.  It was my initial intent to pay for the service and I am attempting to have my subscription reinstated so that I can pay for the service.  I am not trying to get anything for free nor have I ever asked nor demanded anything for free.  Again, my subscription that was wrongfully cancelled needs to be reinstated. 

  I will continue pursuing further action for consumer rights violations and/or unethical business practices.

   

  "Greetings,
  My name is **** again with Microsoft Customer Support. I am contacting you regarding your account issue. Unfortunately, we apologize, we provided a goodwill but we cannot provide anything further. We cannot reapply the subscription that was canceled.
  If any other issues arise you may contact Microsoft Customer 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,
  Tang N.
  Accounts & Billing Support Advocate
  Microsoft Customer Support & Services
  Wednesday-Sunday 9Am to 4:30 PM CST"
  
  Regards,
  
  *****************************

  Business Response

  Date: 03/01/2024

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

  Thank you for reaching out to Microsoft Corporation via the Better Business Bureau. We appreciate your communication regarding your grievance. After a thorough review of your complaint and the recent service request **********, we have identified that our Tier 3 advocate, ****, has been diligently working with you on this issue.

  According to our records, you have been informed that the subscription cannot be reinstated. In light of this situation, we have extended a goodwill gesture, understanding that this decision may cause some inconvenience for you. It is essential to recognize that every resolution we provide adheres strictly to our policies, and we are unable to bypass them.

  If you have any further inquiries or require additional assistance, please do not hesitate to contact us. We value your feedback and remain committed to addressing your concerns within the framework of our established guidelines.

  Warm regards,

  Microsoft Corporation

• Initial Complaint

  Date:01/29/2024

  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 January 12th, I encountered a problem where I was no longer receiving emails at my Microsoft email address, **************************** Attempting to log into portal.office.com, I was met with a password error. Despite several efforts to reset it, including phone number verification, I was unsuccessful. The issue appears to stem from my Microsoft account being linked to this non-functioning email address. Originally, my email was ************************************** After our organization transitioned to a new domain, I set up the new email and configured forwarding from the old address to the new one. Unfortunately, the backup email for my Microsoft account is the old address, which now forwards to the inaccessible new email, leaving me unable to verify my identity with Microsoft for a password reset.I contacted Microsoft and after being on the phone troubleshooting with technical support for over an hour, I was advised to contact the Microsoft Data Protection team and raised a ticket (case number ****************). After no response, I called and was informed that there was no record of my case. A new case number was issued (****************), but further follow-**** including a 4-hour wait on hold, have not resolved the issue. As the sole administrator of the account, I am unable to access essential services, set up new email addresses, or make account changes. Given that I have been billed for services I cannot access, I am seeking urgent assistance to resolve this issue and believe a refund for the inaccessible services is warranted.

  Business Response

  Date: 02/02/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our 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:01/29/2024

  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 was trying the CHATGPT APP one week trial period and that is all! I did not sign up for weekly 7.71$ charges for an app i was unfamiliar with. I bc was still trying to figure out how to use my iphone and it hasnt been until this weekend where i figured out purchase history and by this time it had been taking my money from my Alple account since August 2023 through January. Nearly $200! Almost all the apps i download are free. I thought a one time 2.99$ charge was a splurge. I am disabled with conditions that make it hard to understand and learn. I never received a notification that i would be charged via email or text or any pop up alert everything else i have on autopay that is legit sends an alert that it will charge and then a receipt ! ChatGpt is getting away with charging people without their knowledge. There are free trial periods where app or wtv is inaccessible and must enter credit card to use service. This never ever happened. I did not know know how to use my Apple account but have been saving each month for when i finally learned how. Ive been wondering for months why my fingers were depleted without using it. Thats because chatgpt helps itself to peoples accounts . And APPLE only shows the past 90 days for refund requests. Anything before that is not accessible. Its not fair at all i think its very shady what chatgpt is doing. It says it is in ************. It expects consumer who is not an expert tech to assume they understand that the app will take funds without ever letting you know. The whole app thing is a blur i simply wanted to try a one week free trial to peek around to see what it even was be cause Ive heard about it on social media. It looks like a cheap inferior app so i didnt think much of it. no way i agreed to pay $350 a year for this junk.its ridiculous the payment system Theyre getting away with. It lures people in. Its predatory to say the least,100$ is owed to me please. Apple refunded some of it Thanks

  Business Response

  Date: 02/02/2024

  Dear ***********************,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau, please contact Open AI or Apple to solve your issue as Microsoft does not play apart on ChatGPT or Apples store. Thank you for understanding.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:01/28/2024

  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.

  As of 1/24/2024, my Xbox **** account was permanently banned from Xbox **** services, along with my Xbox ********** reason they give for the action taken agaisnt me was harassment. However this interaction was not harassment and was banter from an online perspective. They do not have the transcipts of what this person was saying due to them using the voice chat, and me using the messages. I was harassed online by this person, but their solution would be blocking and reporting. The issue is that the game I was playing at the time, that does not solve the issue. As they can still talk and interact with me. So I was replying to their interactions. I did not use profanities, or any degrading or harsh terms. I however did send a harmless link through the messages. Maybe it got flagged. I do not think I should of recieved a permanent ban on account and console for such actions. The penalty should of been much lighter if any at all. This account is 10 years old with much time put in and a lot of money invested into it. To have that unfairly taken away from me is the issue. I know of many other cases where others have recieved less penalty for more. I do not wish to have to purchase everything I own, and would like to be able to use the services. They say that the console being banned is not possible to change. If possible I would like some credit towards a new one, or a replacement for it. The Xbox Enforcement Team is unreachable. There is no other way to communicate with them. I tried to use the appeal system they have in place, to only be denied within 15 hours. Within 24 hours, I was banned, and my appeal denied. There is no possibility that someone looked over 10 years of data, in that short amount of time. If they were able to, then there was obviously not enough issues to warrant a permanent ban on their part. I feel cheated of the time and money I have spent the last 10 years on this service. I only wish the ban be reverted, or shortened. Compensation if possible.

  Business Response

  Date: 02/02/2024

  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   **********.
  
  Microsoft Corporation

  Customer Answer

  Date: 02/03/2024

   
  Complaint: 21212556
  
  I am rejecting this response because:
  The representative that had assisted me over email, ended the support ticket within one response email from me. I gave him the information he requested, then he proceeded to tell me he can't assist and closed the ticket. He told me to go through the enforcement website, and file through the appeal system. I had mentioned in the request here, I have already done so and unfairly been denied immediately. He suggested posting to a forum to have the enforcement team assist me with this, but failed to provide the forum to do so. Even at request. No where on the website is there a mention of the forum. I feel as if they did not give the information to the support associate. As he told me to do the things I've already done. Practically just trying to send me through an endless loop. I would like to communicate with someone who is actually able to assist me with my problem. Or they can do what I requested originally and just lift the ban. At this point the shortened version would have already subsided.
  Sincerely,
  
  ************

  Business Response

  Date: 02/12/2024

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

  
  We have checked the escalation, we can see that the agent has seen that your account has an indefinite suspension as well as a console ban, they have referred you to the enforcement team, as they are the only team that can disclose any information about suspensions,please visit them and open a ticket to get ahold of them.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21212556
  
  I am rejecting this response because:

  You say to contact the Enforcement Team, or open a ticket with them. There is no possible way to do that. So how do I contact them? They are an offline team. The fact that this has drug out for this long on a first offense for an account is absurd. I have been in contact with other support agents and such in the meantime trying to get this resolved, and I've even had one tell me I was allowed to make a second appeal on the enforcement site. They say they forwarded my case to the offline team. Here is a copy paste of said email: 

  Good day! This is from Xbox support team with the collaboration with the offline team in regards with your request to have the specific date when your account banned would be lifted as with the system indicated indefinite status with your account. The decision of enforcement was still undecided and they will be the one to informed you further with the details we highly appreciate your patience with this as your initial appeal was still on review. You may check the status from time to time. You may made a second appeal please go this website: ************************************************************************************************************************************
  
  We apologies as the only can provide further information would be the enforcement team and an be only reflected on your account status

  How can I be permanently banned when they say the decision is still undecided? How is the appeal still in review when it says it's denied on the enforcement site? That link takes me to a page that has nothing to do with what they say it is. They tell me to make a second appeal, with no way to do so. My account status just says it's an indefinite ban. With no details that can be given. Such a great explanation when I check my account status. Your support has just been either not being honest and telling bold face lies, which is wrong in many ways. Or this is what the intention of support actually is. Just run me around until I burn out and give up. Give me a way to contact the offline team. Have them send me an email, or have them open a ticket for me since you say I can do that. Or at this point realize what happened was a mistake and just fix it.
  
  Sincerely,
  
  ************

  Business Response

  Date: 02/22/2024

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

  
  Unfortunately as mentioned on the previous emails the enforcement team is the only team in Microsoft that can disclose any information regarding account bans or suspensions, and the decisions behind them. You can follow these steps to appeal:
  Sign in to your Xbox account.
  Visit the Enforcement page ****************************************************************************************************************** .
  If youre an organizer of an Xbox family group, choose the gamertag of the account youre reviewing under Showing enforcements for.
  Under Previous or Current, youll find details about Completed suspensions and Active suspensions for your account or the selected account.
  Choose an enforcement action to review more information about its cause and effect in the pop-up window.
  If the enforcement action qualifies for a case review, you can select Submit an appeal to receive more information from Xbox Safety.
  Complete the form and select Submit.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21212556
  
  I am rejecting this response because:

  This is the reason why I am doing all of this. There is no way to find out anymore information. The support team should have access to this information. Either they are not allowed to disclose it, or they just don't feel like it. They can talk to the offline team, but I cannot. This whole process is meant to just be an endless cycle. That is my issue. There is no definite reason that I have been issued a permanent ban. As I said before, there has been no history of action taken against the account or console at all. It is claimed to be banned for harassment. If you are claiming that I harassed someone, then let me explain the case to someone. Not just have a auto denial system in place for the appeals. The image I have attached is of an email from a support agent. It even says of me asking for the end date of my ban. Which was not made clear in the response. They claimed I could make a second appeal. Which takes me to the same website you have linked me here as well. There is no option for that second appeal. Only the appeal denied status. Whoch was unfairly denied immediately. It's impossible to look over 10 years of data that quickly. If it was that quick because there were no issues with account prior, then it shouldn't have received a permanent ban on the account and console. I would like to have the account that I have owned for over 10 years and spent thousands on to be returned. Especially after it being wrongfully banned. I understand you guys are trying to make the platform a better and safer place. But you're aiming at the wrong people sometimes. I even explained my case to this support agent, who also uses your services, and even they claimed I shouldn't of had that strong of a punishment for the actions. If any at all. I just want this matter resolved instead of having it hanging over my head. I know that you guys can resolve it. You are just trying to send me through an endless cycle which is ridiculous. Make it possible to contact the Enforcement Team, and these matters could be handled very easily. If someone were to actually look at the case for my account, they would see it was unreasonable. I do not enjoy taking the time out of my day to try and solve this. I would highly appreciate if you guys could figure something out for me on your end.

  GT: SilenceTheHorde

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

• Initial Complaint

  Date:01/28/2024

  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.

  Microsoft mandated a migration of accounts from Mojang (a wholly-owned subsidiary) to normal Microsoft accounts to retain purchased licenses for Minecraft. Even if the game was purchased after their acquisition of Mojang, and the same email was used with both an active Mojang and Microsoft account, unless the user explicitly agreed to the migration their license for the game was invalidated with no recompense. Even though the purchase and data is 100% internal to Microsoft, they are claiming that they have no ability to recover the purchase and are insisting that the game is purchased a second time.This is "only" $27, but this has impacted at least tens of thousands of accounts, potentially far more.

  Business Response

  Date: 02/02/2024

  
  Hi *****************************,
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Mojang account issues.

  We recommend you visit Mojang Support to get further assistance.  

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

  Sincerely,

  Microsoft corporation. 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21211866
  
  I am rejecting this response because:
  

  Microsoft continues pointing me to Mojang (which is part of Microsoft), and Mojang immediately closes any requests about this matter. Microsoft is giving consumers the runaround rather than addressing the issue.

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

  Business Response

  Date: 02/08/2024

  
  Hi *****************************,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Mojang account issues.
  We recommend you visit Xbox Support to get further assistance.  
  

  ***********************************************************************************************************;

  Sincerely,
  Microsoft corporation. 

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21211866
  
  I am rejecting this response because:

  Microsoft is attempting to give me the exact same run-around as before, shifting blame across different departments of their company. I have wasted hours on your various support offerings, and they ultimately just send me to some other part of the company without taking any responsibility. Exactly as you are continuing to do here. Disappointing that Microsoft policy appears to be to rip off consumers and refuse to engage with them.

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

  Business Response

  Date: 02/22/2024

  Hi *****************************,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Mojang account issues.

  As mentioned, we recommend you visit Xbox Support to get further assistance.  
  
  ***********************************************************************************************************;

  Sincerely,
  Microsoft corporation.