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

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft Corporation

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

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  PO Box 22810 Salt Lake Cty, UT 84122-0810

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:01/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Microsoft account. The email address was ********************* I am a freelancer. I used that email address to register on a work website (academia-research.com) and I have worked and earned income from the website for years.On 10th January ****, I detected an unusual activity with my Microsoft account. The account security details were changed and that is when I realized that the account had been hacked. I contacted Microsoft immediately through the online support chat where I talked to an agent named ******. I reported the issue and was assured that my account would be ************************* to me and that no information would be lost. That in case the relevant team were not able to return the account to me, the information wouldnt.After investigation, the team sent me an email confirming that indeed my account had been hacked. They said they were unable to return the account to me since some details had been changed and that Two Step Verification was enabled. I have an authenticator app for signing in so I have access to the **** The team then went ahead and suspended the account altogether, which cost me my academia-research.com account which was my source of income. Microsoft did not take the necessary measures to prevent my account from hacking, despite my best efforts to use a strong password, keeping my passwords out of search engines and using **** They have also handled my case very poorly with absolute negligence and an uncaring attitude. The freelancing account would earn me about **** dollars a month. Without it, I have no source of livelihood. Even if the Microsoft account were to be unsuspended today, I have already lost the most useful thing to me, the writing account. I therefore demand for a compensation from Microsoft, of ******* US dollars, the amount the account was going to earn for the next 5 years it was going to be active. I also demand for an apology for the emotional distress they have caused me and my ************ regards,********************.

  Business Response

  Date: 01/31/2024

  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: 01/31/2024

   
  Complaint: 21207593
  
  I am rejecting this response because: While I appreciate the message that the business is looking into the issue, no one has contacted me yet.

  The case will be resolved when we both agree on a fair outcome.
  
  Sincerely,
  
  ******* Oyamo

  Customer Answer

  Date: 02/02/2024

  I have just received an email from Microsoft, indicating that they have found that indeed my account was hacked, and they took it upon themselves to suspend it. Through *********, the company have affirmed their decision that the account will remain permanently suspended. Now, I have already informed them how that decision, among other actions by them, brought me huge financial losses.

  I have attached here a screenshot of an email that I sent to academia-research.com the day I lost my freelancing account as a result of Microsoft"s actions. I have also attached here a screenshot of my freelancing account after working with it for only 4 months, and the date when that screenshot was taken.

  As I stated earlier, I was making 2000$ a month from that freelancing website. Without it now, thanks to Microsoft, I have no source of income and no livelihood. In the spirit of good faith, I ask for Microsoft to compensate me 120,000$, which is what the account was going to make in 5 years. The account would have been operational infinitely, but for the sake of resolving this case, that amount will be sufficient to help me start over again.

  Kind regards,

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

  Business Response

  Date: 02/07/2024

  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, I was able to confirm this case was closed and a final resolution has been provided after validating your request.
  
  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: 02/07/2024

   
  Complaint: 21207593
  
  I am rejecting this response because:

  Microsoft has an obligation to protect my account, yet they failed at that by letting my account be hacked. Their first failure led to their second, which is suspending my Microsoft account. Due to those actions, I lost my source of income (my academia-research.com website account). ******************** Tier 3 Advocate, *********, did not reach out to me to resolve anything. She just confirmed what I already knew, that my account was hacked and that it had been permanently suspended. So, I really do not understand why they would say the case is resolved. That is pure ignorance. I have attached the email I sent to her, which she has ignored (They have done that a lot to me during this case). The company keeps giving me vague responses and they are clearly trying to avoid my point which is, I demand for compensation for the losses they have caused me. 120,000$ in total, and I have already explained why that figure. Failure to compensating those losses, I will move to court and file a civil suit against the company. 

  I expect a member of senior management to deal with this matter decisively as I am tired of going in circles, respectfully. I am ready and willing to negotiate but I have already given my offer. I look forward to a conclusive answer from Microsoft.
  
  Sincerely,
  
  ******* Oyamo

• Initial Complaint

  Date:01/27/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint regarding the permanent ban of my Microsoft Account ************************ and Xbox Live account ***************. On January 26, 2023, I purchased 12 Xbox gift cards from oyunfor.com using my personal **** credit card (ending in 9927) and redeemed them on redeem.microsoft.com for PUBG Gcoin. This action was mistakenly interpreted as fraudulent, leading to a permanent ban on my Microsoft Account and ********************** Live account.I have appealed and explained that all purchases were made with my own funds and were not intended to be fraudulent. This permanent ban has significantly impacted my daily life and work, preventing me from accessing crucial services such as Xbox, Outlook, Azure, and OneDrive. My account, established in January 2015, has been active for over 9 years. I have purchased dozens of games on Xbox, spending a substantial amount of money. I also have important emails in Outlook, a large number of personal files in OneDrive, and crucial company assets in Azure cloud services, all of which are now inaccessible.I request the lifting of the ban on my Microsoft Account and ********************** Live. All my purchasing actions were legitimate and should not be subjected to such treatment.Despite multiple appeals and attempts to contact Support, my issue remains unresolved. I seek your organization's intervention for a fair review and resolution of my case. Thank you for your attention and assistance.

  Business Response

  Date: 01/31/2024

  
  Hi ***************,  
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox enforcement action. incident. A senior member of our Microsoft 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: 02/01/2024

   
  Complaint: 21207425
  
  I am rejecting this response because:
  Microsoft attempted to contact me through email at *********************** However, that account is blocked, and I can only see notifications of messages from the Xbox Team but cannot access the actual email content. Therefore, I request that Microsoft contact me through my alternative email address: ********************** Additionally, both my Microsoft Account and ********************** Live Account have been banned, making it insufficient to be contacted by Xbox Team alone, I need both my Microsoft Account and ********************** Live Account to be unblocked.
  Sincerely,
  
  ***************

  Business Response

  Date: 02/07/2024

  Hi ***************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox enforcement action. incident. We stand with the response provided based on the case number is **********.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21207425
  
  I am rejecting this response because:

  I'm requesting the unblocking of my Microsoft account and ********************** Live, but Microsoft is asking me to prove that ********************** belongs to me. Microsoft directed me to fill out an account recovery form, which is intended for password reset, and it's clearly stated on the page that it's ineffective for accounts with two-factor authentication enabled. My account has two-factor authentication, so after completing this form, I was informed that my request was disregarded.
  Microsoft also required me to provide extensive account-related information, almost identical to the questions on the account recovery form, which I filled out. However, Microsoft responded that the information was incomplete or didn't match. I reiterated that my request was to unblock the account, not to reset the password.
  I have the password, Account Recovery Email, the phone number linked to my account, the Authenticator APP, and several devices that have logged into this account, showing my login status, emails, etc., for which I've provided screenshots. Yet, Microsoft insists they can't verify the account belongs to me and refuses to proceed. It's unbelievable, as if Microsoft is deliberately making this difficult. Why do I have to prove ownership just to unblock my account, and why am I asked to fill out a form meant for password reset? I've provided all possible account information, including password, Account Recovery Email, linked phone number, and Authenticator APP. How else can I prove ownership? Yet Microsoft rejects my request to unblock my account on the grounds of mismatched or incomplete information, without directly addressing why. They stand with the response provided based on case number **********, presenting it seriously, but who knows how absurd this reply is. Microsoft's approach is incredibly irresponsible. My *************** are still inaccessible and accruing charges, severely impacting my company's operations. They use irrelevant reasons to dismiss me, forcing me to continue paying for services I can't access or use, essentially bullying because they're a large corporation.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 02/21/2024

  Hi ***************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox enforcement action. incident. We stand with the response provided based on the case number is **********.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21207425
  
  I am rejecting this response because:

  In cyberspace, you act as if you're above the law, banning people's accounts whenever you please, without facing any consequences. At the very least, allow users to export data and cancel any subscriptions before banning an account. Yet, you behave like cyber dictators, offering nothing. I can't download my important files and am being charged for inaccessible services, which is utterly irresponsible. I bet this is totally illegal, and if I were in the US, I would definitely *** you. Now, you're just repeating senseless sentences, not directly addressing any of my questions or concerns. This matter won't end like this. I will fight to the end.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 03/01/2024

  Hi ***************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox enforcement action. incident.  As indicated, we stand with the response provided based on the case number is **********.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21207425
  
  I am rejecting this response because:
  

  Now, they have confirmed that I am the owner of the Microsoft account *********************** Then, they provided a reason for banning my account, which is "Getting, asking for, or using redemption codes illegitimately." I clarified that all purchases were made with my own funds and were not intended to be fraudulent. I bought redemption codes from Oyunfor.com, a completely legitimate website for buying gift cards. Furthermore, the credit card used is legitimate as well, bearing my name. I have indeed paid the bill without any refunds, indicating that there was nothing illegitimate about this transaction. The issue might have arisen from my use of a VPN, leading to a mistaken suspension.
  
  However, they insist on not removing the suspension on my account. On the other hand, my Microsoft Azure subscription is incurring a $700 bill every month, yet I cannot use or cancel it. It seems they do not care and have no issue with ruining someone's life."
  
  

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

  Business Response

  Date: 03/11/2024

  Hi ***************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox enforcement action. incident.  As indicated, we stand with the response provided based on the case number is **********.

  We are sorry for any inconvenience that this may have caused you.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21207425

  I am rejecting this response because:
  

  Microsoft refuses to unblock my account and does not provide a data export option, but they do know how to charge me 700 dollars per month for a service I cannot use. I have never seen such an irresponsible company.

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

  Business Response

  Date: 03/21/2024

  Hi ***************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox enforcement action. incident.  As indicated, we stand with the response provided based on the case number is **********.

  We are sorry for any inconvenience that this may have caused you.
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 03/23/2024

   
  Complaint: 21207425
  
  I am rejecting this response because:

  
  Repeating the same phrase over and overthat's how Microsoft addresses customer issues. I'll remember this and make sure to inform others about your true nature.

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

  Business Response

  Date: 04/01/2024

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

  We appreciate your outreach to Microsoft Corporation through the Better Business Bureau concerning the Xbox enforcement action incident. We affirm our stance as previously communicated, in alignment with the details of case number **********.

  We regret any inconvenience this situation may have caused and extend our sincerest apologies.

  Warm regards, Microsoft Corporation

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21207425
  
  I am rejecting this response because:
  

  As you said, it's an Xbox issue, but my Microsoft Account is blocked too. First, I need to export my data, it's illegal to lock my account and not offer an option to export data.

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

  Business Response

  Date: 04/17/2024

  Dear ***************,
  We appreciate your outreach to Microsoft Corporation through the Better Business Bureau concerning the Xbox enforcement action incident. We affirm our stance as previously communicated, in alignment with the details of case number **********.
  We regret any inconvenience this situation may have caused and extend our sincerest apologies.

  If you need to regain the access to your Microsoft account, please fill the online recovery form copy and paste ****************************************************************************************************************************************************************

  Also, you can contact support for further assistance at Microsoft.com.

  
  Warm regards, Microsoft Corporation

  Customer Answer

  Date: 04/25/2024

  Sorry I missed the 7-day window to respond. Microsoft's latest response is not acceptable; they sent me a link that clearly states, 'Important: The account recovery form can only be used if two-step verification isn't turned on.' My Microsoft Account has two-step verification enabled, so this will not solve my issue.

• Initial Complaint

  Date:01/26/2024

  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.

  In June of 23rd, I purchased a rechargeable battery accessory from Microsoft for $27.13. Upon receiving the product, I discovered it was faulty and would not recharge.After half a year of back and forth, I failed to get a replacement, or even a refund, from Microsoft. After hours on the phone and nearly a dozen emails, the business has made no real effort to promptly issue (what should be) a simple refund.I feel that this horrid experience is either gross negligence of the company in its responsibility to consumers, or worse, may even be evidence of intentional deceit and avoidance to inflate profits.

  Business Response

  Date: 01/31/2024

  
  Hi ******,  
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Battery incident
  We are sorry to inform that at this point you are not eligible for a refund due to the timeframe. The time for refund request is only 14 days after the date of purchase.
  We are sorry for any inconvenience that this may have caused you.

  Sincerely,?   
  Microsoft Corporation.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21206850
  
  I am rejecting this response because: it is unreasonable to fault me for a timeframe I had no control over. I was patient with Microsoft Support expecting a replacement for an in-warranty product. It was never communicated to me that this would be a one-way return with no associated reimbursement or compensation.

  It took over 30 days and multiple communications on my part for Microsoft to provide me with a functional return shipping label. To state that refunds or replacements are ineligible after 14 days is unreasonable given these circumstances especially since Ive already sent the defective product back.

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

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been locked out of both my xbox account and outlook email account because they ate both linked because i cant receive a sms code because i dont have access too my old number ive spent hours trying too speak too customer service and get help and have been told the same thing over and over by many rude customer service reps. I have done the account recovery form and have had no response from them in well over 24 hours. And i called too try too regain access i have told them i have many ways too verify its me and they repeat the same thing over and over. I have a massive amount of money and time spent on my xbox account and am basically being told oh well too bad you lost access to your old number well then you cant access your account with hours and hours of game time over 5 years and well over a ***** dollars spent. Id like too have actual help getting my account back and apologized too for the beyond rude customer service this company has given me.

  Business Response

  Date: 01/31/2024

  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:01/26/2024

  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 bought a new computer and wish to setup my existing account on the new pc. Because I have a new phone the authenticator does no work so I have been calling and emailing microsoft all week and am not able to get assistance. I pay monthly and can not get anyone to help me. If I am on a call they keep getting cut off.. no one wants to help. this is messing with my business and I am loosing money

  Business Response

  Date: 01/31/2024

  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: 01/31/2024

   
  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.  They did call 31 Jan and the consumer **** was unable to assist as i have a business account.   I am loosing business so I opened a new Microsoft account but now its saying my account is under review.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microsoft sells laptops that are intentionally designed to fail just when the warranty expires. Their customer support is nearly impossible to track down. I tried contacting them within my warranty period, but was unable to get ahold of them. When I finally did get ahold of them, my warranty had expired, and they refused to repair my device. The "solution" they offered me was buying another Microsoft suface laptop for hundreds of dollars. Why would I do that when the products are designed to fail? These laptops are also notoriously difficult to repair, so a 3rd party repair isn't an option either. I've been rejected by several 3rd party repair shops. Overall, they're running a shady business, and my problem remains unresolved. I can't afford a new laptop. Microsoft makes it so difficult to contact them. Even their phone lines redirected me to the internet. If you phone them, you simply get an automated message telling you to find "support" online. It's a joke. Obviously I'll be out of warranty if they make it impossible to get ahold of them. Anyway, they gave me the runaround, tried to tell me a hardware issue could be fixed by reimaging. I humoured them and tried all their solutions until they themselves said it was a hardware issue. That's when they told me to pay almost 700 for what will likely be a refurbished replacement. Absolutely disgusting.

  Customer Answer

  Date: 01/26/2024

  Desired outcome: refund or exchange 

  Business Response

  Date: 02/02/2024

  
  Hi ***************************,  
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau your laptop incident.
  We reviewed further your account **************************** and did not locate any Microsoft account or previous service request.

  
  We suggest visit directly Microsoft.com to get further assistance.

  Sincerely,?   
  Microsoft Corporation.

  Customer Answer

  Date: 02/02/2024

  My email for the complaint is *************************

  Please forward that to Microsoft.

  Business Response

  Date: 02/06/2024

  
  Hi ***************************,  
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau your laptop incident.
  As indicated previously, we suggest visit directly Microsoft.com to get further assistance.
  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21202130
  
  I am rejecting this response because: I have wasted countless hours trying to resolve this issue through their online support system. It is deliberately designed to be difficult to use. It is very difficult to even talk to a human. When you finally do get to talk to a human, they give you the run around and provide no resolutions. Microsoft must be held accountable for their lack of customer service and support.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/08/2024

  Hi ***************************,  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau your laptop incident.
  Please provide a valid Microsoft account and the serial number of the laptop to look into it further. 
  

  You also can visit directly Microsoft.com to get further assistance and provide the requested details to work on the case.

  Sincerely,
  Microsoft Corporation.

  Customer Answer

  Date: 02/11/2024

  My email is *************************

  The laptop's serial number is **************

  I'm not falling for the website support trick this time. We all know that there's no real support on the website. All messages will be going through the BBB henceforth. 

  Customer Answer

  Date: 02/19/2024

  My last piece of communication through you was giving them my email and serial number. They have not responded since then. Was that information even passed on? This issue remains unresolved.

  Business Response

  Date: 03/11/2024

  
  
  Hi *****,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your laptop issue. We reviewed further and the warranty expired around five months ago.
  You may request the service out of warranty and pay the respective fee.

  Please find more information in the following link
  Get service for your out of warranty or damaged Surface - Microsoft Support

  ***************************************************************************************************************************************************************
  
  Sincerely, 
  Microsoft Corporation.

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21202130
  
  I am rejecting this response because I was unable to contact you WITHIN the warranty period when I first noticed the laptop was broken. I had tried MULTIPLE times. You have created an infinite loop of chaos for customers to find support. If you phone, you're told by an automated voice to go online. If you go online, a chat rep won't be found. Once I finally got through to a chat rep, it was too late. My warranty was expired. I tried my best to contact you within the warranty. Your garbage customer service is why I couldn't. So actually, you, Microsoft, are in the wrong and should be paying for my repair or giving me a refund for your junk product.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/25/2024

  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.

  Was falsely banned from accessing xbox live network, i wasnt given any reasoning as to why and my appeal was immediately denied. i havent used my xbox for games in a long time. even if i do use it its only to watch tv. i have 0 prior suspensions on my account. i only really play single player games on my xbox if im playing, dont message any other players what so ever. i would like the account back as i have spent thousands upon thousands of dollars on it and have had it for 10+ years.

  Business Response

  Date: 01/30/2024

  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: 02/02/2024

   
  Complaint: 21201452
  
  I am rejecting this response because: i have not yet been unsuspended from xbox live, i will keep rejecting your resolutions until i get my account back. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/07/2024

  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 was closed as there was no response from you. Regardless, our agent informed that you need to contact the enforcement team to get this matter addressed, please follow these instructions to get this matter addressed. 

  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:01/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am complaining against Microsoft I did not receive my ******* 10% Cash back which was showing pending, I have email address that it showed that order shipped. I have also activated, I have all evidences. Cash back was showing that ** "MOBILE" purchase I will get 10% but I did not get it, I can send order number and email address showing that I have ordered ******* S24 Ultra from ********************** and I have also taken picture that cash was activated,. It is order number SA155159935, I am attaching invoice and all information that it has been shipped, i should get $140.00 (10% cash back)

  Business Response

  Date: 01/30/2024

  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: 01/30/2024

   
  Complaint: 21199726
  
  I am rejecting this response because: They should contact me, majority of the time Microsoft never responds to complaints and solving issues. I am waiting 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 01/31/2024

  This is ***************************. I have sent all required information to Microsoft ********************* screen shot, and confirmation email that I have received from Microsoft and also it showed 10% cash back on Mobile, but I have not heard anything from Microsoft. I have more evidence that I can provide. Thanks

  Customer Answer

  Date: 02/02/2024

  Microsoft Cashback did not respond my email, someone name ****** from Microsoft Customer Support *********************************************************** from this email asked me questions and I have sent all documents, and later they are completely disappeared, they are not responding, I have all legitimate evidence, I have also informed Microsoft CEO on X(formerly ******** but no response, they need to finish my cash back of 10% ************** that I purchased on 01/18/2024. Case number is (Service Request **********), no email received from this Microsoft Department. 

  Customer Answer

  Date: 02/04/2024

  This is ***************************. Representative ****** asked me several times about pictures of evidence and I sent it even in ZOOM-in, and same pictures I have sent to my friend, my friend can see clearly what is written but Microsoft cannot see it, even I have sent FORWARDED mail came from Microsoft Cash back that I have been covered, 10% Cash Back on ******* Purchase, even date is mentioned according to ORDER DATE, TIME. and still they are offering 6% to other customers, but Microsoft keep denying it, even several other customers have complained it on their forum, I think in the end I will have to start a lawsuit against Microsoft, it should be in media. Thanks 

  Customer Answer

  Date: 02/07/2024

  This is ***************************, I have not received any response from MS ********** department, they are keep investigating but it is long time ago, I have sent all documents, Microsoft has some unprofessional approach solving issues. 

  Customer Answer

  Date: 02/12/2024

  Hi

   

  This is ***************************, I have not heard anything from Microsoft, they are keep delaying this process, I have submitted all evidences, they are cheating with customers. BBB must take action ***** against Microsoft.

  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 see that our Tier 3 advocate ****** was working with you on this issue and has provided a resolution, in case of further concerns please respond to their last email so your concern can be re-validated and solved.
  
  We will monitor your support case through resolution.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21199726
  
  I am rejecting this response because: Yes ****** is working on this case for sure, definitely someone is working on this case, I am very honest customer, ****** honored $130.00 (pending, not released) Microsoft Cashback and still pending, technically return policy of ******* is 30 days, and I purchased S24 Ultra in last week of January dated 18, but Cashback amount is still pending...and will be released in May 2024 and it does not make sense, Microsoft can confirm it that S24 is non-returnable now and I am using it. Case should not be closed until I get payment of what Microsoft offered and I have submitted evidence, whenever pending amount will be released, I will ask BBB to close this case. I have taken screenshots, Microsoft can confirm from ******* as well for this sale. Thanks
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/28/2024

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We apologies for the misunderstanding, we will not be closing the BBB case until you have the cashback as requested, we will monitor your support case through resolution as we want to make sure you have gotten a full resolution on this matter.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21199726
  
  I am rejecting this response because: Technically Whatever is written by Microsoft, I will wait until complete resolution, cashback is pending and showing it will be available in May 2024, so I have to wait for this case. Again Thanks
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/25/2024

  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.

  the xbox 360 online market is being closed which will remove 300+ games from history as there only on the 360, and there trying to change the rules so you cant keep the files without the internet connection which will no longer exist.games people bought and paid for are no longer avalibile.some of these games HAD NO PHYSICAL RELEASES. at all.

  Business Response

  Date: 01/29/2024

  Hi ******,
  
  Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox concern.
  
  We understand that you are concerned about the Xbox 360 online market being closed and the removal of over 300 games from history, some of which had no physical releases. It is indeed a difficult situation for gamers who have invested time and money into these games. However,it is important to note that the Xbox 360 Store and the Xbox 360 Marketplace will be retired on July 29, ****, as announced by Microsoft. Until this date, purchases made in the Xbox 360 Store and the Xbox 360 Marketplace will continue to be supported. This means that players will be able to continue to download and play games they already own on Xbox 360, Xbox One, or Xbox Series X|S consoles via backward compatibility. 

  
  While it is true that Microsoft is trying to change the rules so that you cant keep the files without an internet connection, it is important to note that this change will not take effect until after the Xbox 360 Store and the Xbox 360 Marketplace are retired. This means that you will still be able to play your previously purchased games on your Xbox 360, even after the store closes in July **** 

  We know that this news may be disappointing, but I hope this information helps clarify the situation.
  
  Sincerely,?   
  Microsoft Corporation.
  

  
  

  Customer Answer

  Date: 01/30/2024

  no they're basiclly saying that "we want to delete what you own and have downloaded on to your system". that'w how i undestood it. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21196941
  
  I am rejecting this response because: i think it's disgusting. it's burning books it's knocking in to someone else's hardware and data and say "take the torch to it". and this happened BEFORE the shut down said on the response. 

  *********************************************************** this is somone trying to access what they paid, before it was censored. and it was BEFORE the listed cut off time. 
  
  we have proof ***** happening INTERNATIONALLY. people should have the right to own what they paid for even a licence. and i think it's a reasonable implied promise that one should own what they buy or be able to access it. even steam, when games are no longer able to be sold, can still be accessed and installed... because if they DIDN'T allow that, it would be a LAWSUIT WAITING TO HAPPEN. 
  As what should happen here. 
  
  and this was BEFORE the shut down. somehing is wrong. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/25/2024

  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 supposed to have received a refund. They said they tried to send it twice back to my account. And it was being reversed. This is after several weeks of Microsoft saying they were having technical issues. I finally received another email saying they cant try to send it back again so my case is closed. My bank is saying they never got any refund. And my account number and card number is the same number still that they took the original payment from. Microsoft is no longer doing anything about giving back my money.

  Business Response

  Date: 01/30/2024

  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