Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,650 total complaints in the last 3 years.
2,328 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:01/16/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am getting really tired of getting locked out of my account for reporting phishing emails! This happened very unexpectedly today. I was reporting a phishing email I received to the *** but I was told that my activity was "suspicious" and that I was being locked out of my account. I only reported 1 phishing email today and I was immediately locked out of my account. Now I am trying to get back in but I can't get the code to send to my phone.
Business Response
Date: 01/22/2024
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
Initial Complaint
Date:01/16/2024
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.
My Microsoft account was hacked and Microsoft confirmed it was and they said they couldnt give the account to me and they terminated it Ive spent a lot of money on this it was a 14 year account and there telling me theirs nothing they can do Ive seen this exact thing happen to other people and they got it escalated and ended up getting there account back so I know they could get me mine back
Business Response
Date: 01/22/2024
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
Initial Complaint
Date:01/15/2024
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 signed up for a free trial of Microsofts ************** Prior to the expiration of the trial I attempted to go online to cancel my subscription but I found it impossible to do so. Every page I logged in to led me to another dead end. I attempted to chat with a representative and she told me that I had to speak with another department who may/may not be accessible via chat. I then tried calling Microsofts toll-free number and I could not get through to a representative because I did not know the domain address. This domain was never provided to me via email when I signed up. So essentially I have found myself at a loss as to how to cancel my service and stop any additional charges. So far I have been charged $8 which equates to two months of the subscription. I am filing this complaint as I have no other way to contact Microsoft about cancelling my subscription.
Business Response
Date: 01/22/2024
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: 01/23/2024

Complaint: 21149881

I am rejecting this response because:
There is a subscription in my name and linked to my email address. Documentation is attached.

Sincerely,

*************************
Business Response
Date: 02/01/2024
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your frustration on this issue, please keep in contact with your agent, please check your inbox for our agents email.

Microsoft Corporation
Customer Answer
Date: 02/03/2024

Complaint: 21149881

I am rejecting this response because:

Microsoft has said they cannot find my subscription even after I provided a credit card statement showing the charges as well as documentation from Microsoft showing that I had a subscription as of December 2023. I am not satisfied with their response and have no faith in them. Please look into this further.

Sincerely,

*************************
Business Response
Date: 02/09/2024
Dear *************************,
We understand the situation, please ask the agent you are working with for an escalation with the billing team, we appreciate your patience, if the situation doesnt change, please reach back out to us.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/14/2024

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:01/15/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have contacted Microsoft regarding an email issue where I am not receiving important emails from senders. Emails such as My local Bank, my investor, and local hospital, to name a few. I currently subscribed to Microsoft 365, paying the annual fee. The email having issues is an "Outlook" Email Domain. The address is ********************* I would change providers; however, to change my address with my investor, they first have to send me an MFA (Multifactor Authentication) code to my email to verify to allow me to make such a change. My hands are tied to this email address. I have reached out to Microsoft on several occasions, and it was not till this last contact that the Techs Support team realized there was an issue, and it was with Microsoft. That Ticket number was **********. I was advised this would be fixed quickly, and I will be notified. I never received any follow-up; if I did, my email never received it. Upon research, I have discovered this issue has been an issue for a year based on MS ******* My only ask is to resolve the issue. I am happy to include another email address if I do not receive any correspondence to my Outlook address. You can use ********************** Again, I appreciate your help and am sorry to have to resort to such matters, but it is imperative I get this resolved to take care of important matters with organizations that have this address as my main point of contact.Thank you in advance for your help and assistance.-r
Business Response
Date: 01/23/2024
Hi *******************,
Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft email incident. A senior member of our Microsoft technical team will investigate this matter and contact you directly to work toward a?resolution.Your new case number **********
Sincerely,?
Microsoft Corporation.
Initial Complaint
Date:01/15/2024
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 was recently permanently suspended on Xbox. I did not get a valid reason besides for violating community guidelines and a list in what I could have done to gotten banned. I have had this account for 5 years and thousands of dollars has been dumped into it. I would like to have this account back or at least have my profile and progress on all apps and games transferred to a new account. I also received a temporary communication ban and I am restricted from playing multiplayer games until Feb 13. This is not as bad, but still the main account suspension is a little strange. I feel as if I need more details regarding the ban, instead of just some guess on why I got banned. I also looked up that if I was reported and banned from that, a real human did not look at the report, and it was AI monitored. I have called Microsoft and spoke with a very nice lady about how Xbox support has nothing to do with suspensions, and that I would need to email enforcement team. We have emailed them and not received a response. There is no phone number or email for Xbox Enforcement team. I would at least just want to talk through this with someone that works for the enforcement team and can guide me through this. I also submitted an appeal asking what I did, and they simply declined it and told me nothing.
Business Response
Date: 01/22/2024
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
Initial Complaint
Date:01/15/2024
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.
I purchased a Microsoft Surface Pro 8 ** about a year ago and have loved it, except for a camera issue. After a fresh reboot, the camera works fine. But after a day or two, it starts to lock up and cannot be used for unlocking the device anymore (aka Windows Hello), and instead I have to enter my pin to unlock it. After a few more days, it ends up completely freezing the ** and shows BSOD (Blue Screen of Death), with an error code of "iacamera64.sys". Obviously, a non-functioning camera is not acceptable if video conferencing is a required feature, in addition to the inconvenience of not being able to unlock with a feature they promote. But what's worse is when you're working on something and your ** completely locks up w/ the BSOD. I have contacted and interacted with Microsoft support over 20 times, and fortunately started to keep a log of our interactions after the 3rd or so, after having followed the troubleshooting directions they supplied. In contacting Microsoft, they have been friendly, but still have not resolved the issue, and thus have wasted a TON of my time. At one point, they "warrantied" the device, but ended up sending me an inferior device with lower specs. I just so happened to be looking at the About page and noticed the specs, then looked back at my receipt from when I purchased and realized it. Clearly they didn't tell me I would be getting a device with lower specs. All of these details are in the log (specs timestamped for 1/7/24). Not only did they send me a refurbished device with lower specs, but if I were to get a refund for the price I paid and try to buy the same device now, that same device would be $1889, and that's a sale price. A refund would not be in my best interest, but rather a new device that meets or exceeds the specs I bought. Hopefully Microsoft will do the right thing and actually provide a resolution, rather than just empty promises. Below is the log:(Will send upon request. Not enough space to put log here.)
Business Response
Date: 01/22/2024
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
Customer Answer
Date: 01/22/2024
I received a phonecall this evening, with a reassurance that it will be resolved, and I was told that I would be receiving an email that I could reply to, providing the receipt that shows the specs of the original device I purchased. I'm still waiting for the email, so I don't want to mark the case as closed, Accepted, or Rejected. Yes, it is a good sign to get a phone call from them, but I'd consider this case resolved when they follow through on their promises. I am remaining hopeful though.
Business Response
Date: 01/26/2024
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 remains open and being worked on by our agent.Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/27/2024
*******,
After **** called and emailed, I sent him the receipt he requested. He replied that he was going to work on it, but I have not heard back since. I will be responding to ***** to let him know.

Thank you,
*****************;
Customer Answer
Date: 01/29/2024

Complaint: 21146953

I am rejecting this response because:
I have not heard back in almost a week. I got a phone call last week, and was told I'd hear back after sending the receipt for the purchase, but I'm still waiting for additional follow through.
Sincerely,

***********************
Business Response
Date: 02/02/2024
Dear ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********, we see that our Tier 3 advocate **** has been working with you on this issue. Upon checking, we were able to confirm the case remains open and being worked on by our agent.Please keep collaborating with our agent towards a resolution.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/02/2024

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 sent me a replacement device, of matching or better specs, which arrived today.

Sincerely,

***********************
Initial Complaint
Date:01/15/2024
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.
I briefly tried Microsoft Office 365 this summer and cancelled. Yet they keep on billing me $6.53 per month for a service I no longer even have access to. I literally had to cancel my credit card to stop them from billing me, yet I still get emails from Microsoft several times each week of them trying to bill me! I spent over 90 minutes this morning trying to get this fixed, to no avail. Microsoft's customer service is horrible. They are billing this on invoice #G033108941
Business Response
Date: 01/19/2024
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: 04/01/2024
I briefly had Microsoft 365 service, at a cost of 6.53 a month. Microsoft has been billing me twice a month for this for eight months now, even though i cancelled eight months ago. I literally had to cancel my credit card to stop them from billing me. They refuse to fix this and take me off the mailing list sending me bills, even though they admit I cancelled the service. I NEVER want to get another email from them again. Can you please help? Thanks in advance!
Business Response
Date: 04/12/2024
Dear *****************,

We understand your frustration on the current situation, however we have found that you had a case for this escalation on Jan 21st 2024 and the agent had asked you for the account information to find it and cancel the subscription, please reply to our agents email and provide the information to reach a resolution on your issue.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:01/15/2024
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.
Posted on the Microsoft forum January 15th, 2024:Greetings, I am writing this post to inform you that my emails and "intellectual property" that I" purchased" are no longer present in my email @outlook.com (formally known as @hotmail.com. I have been a customer of the consoles for many years not long after the AOL(America Online), the back end of that era. It took me great lengths via "recovery form" to reposses that email. Other forms of authentication also posed a problem in this rigorous process for X1@hot. I'm currently on X@hot as we speak. I'm looking to recover my purchases and be able to sign in to my Guild Wars 2 and World of Warcraft accounts. The problem on that side comes in where the servers for those companies do not recognize the outlook.comextension added to my email. They only recognize the Hotmail.com, thus permanently locking any access I would have to that account. I am a long time customer who has spent my funding/resources on the Microsoft Gaming Platforms, which just so happens to be connected to my email accounts. I appreciate if you can investigate this issue and provide a just and feasible solution to my issue. Thank you!-Network Administration Enthusiast
Business Response
Date: 01/19/2024
Hi Traevon Rose,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your email incident.
We reviewed further and did not find any valid email address or any previous case.
We recommend you contact the Outlook technical support for further assistance.
Sincerely,?
Microsoft Corporation.
Initial Complaint
Date:01/14/2024
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 need support in recovering my ORIGINIAL Microsoft account that has been HACKED. I have submitted 4 support tickets since 1/6/24 and the issue is still not resolved. I had to file a police report as my information obtained by the Hacker thru my Microsoft has used it to access other platforms. The support tickets that were submitted are as follows: ********** (submitted 1/6/); case ********** (submitted 1/10); case7032450609 (submitted 1/13); case ********** (summitted 1/14). Each time I am told my case is being escalated to a higher level of support. The HACKER has changed the email on my account so that I cannot access it. When I attempt to select forget my password, the email that is now associated to my original account IS NOT OWNED BY ME. The original acct that was hacked was under ******************************. The hacker has changed the email on the acct to what I believe is *********************. When I contacted support under case *********** I was asked to create a NEW ACCOUNT which I did under ********************* Today under case ********** I spoke w/a wonderful **** ****** who said the original case ********** was closed but opened under a new case ********** and the case is still opened. When the initial case ********** was handled I was given restricted access and successfully changed my password but I was not authorized to make any changes on the account for 30 days. On 1/8/24 I received a message confirming I requested security info to be replaced but it would be replaced after 30 days on 2/7/24 but that I would still have access to the account. On 1/10/24 @ 4:01am I recd a message via my ********************** email that my password was changed once again& shortly thereafter, I received an email that the account recovery process was canceled. Which I did not request or do. PLEASE ALLOW ME SOLE ACCESS TO MY ACCT ****************************** & STOP THIS HACKER FROM HAVING ACCESS TO MY ACCOUNT.
Business Response
Date: 01/19/2024

Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account incident. A senior member of our Microsoft account team will investigate this matter and contact you directly to work toward a?resolution.Your new case number **********
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 01/19/2024

Complaint: 21145535

I am rejecting this response because: I have spent countless days and hours contacting your support staff via chat and have been assigned approximately 6 case numbers whom have consistently told me a a senior rep **** 2 specialist would contact me to resolve it. This is ongoing since 1/6/24 and I still have not received any response from any of your senior reps.  Until this issue is resolved in it's entirety with your so called senior rep I am requesting that this complaint remain opened. The following cases were assigned each time I attempted to resolve this issue directly with your representatives who consistently told me the case was being escalated to a tier 2 team with a senior rep and the case is still not resolved. The case numbers are as follows: ********** which I was told was closed and reopened under case 7031925476. Then I opened these additional cases **********: then ********** then ********** then ********** then **********. I look forward to the resolution. I may be reached via my email ********************** or my primary cell ************.

Sincerely,

*************************
Customer Answer
Date: 01/21/2024
I received an email from a service representative named **************** stating some additional information is required to validate ownership of my account under ********************** and requesting I respond to the email with MY PERSONAL INFO. Given that my personal info has already been compromised, I am requesting that Microsoft provide me with a SECURE LINK to upload the answers to the security questions. I am not comfortable responding to an email disclosing my personal info in the fear it will get into the wrong hands. I have sent a response to ****** requesting he provide a secure link as they did under the original case 7031923252. Once he provides it, I will supply the info. In addition, I have uploaded the responses here under attachments so that they may be passed along to Microsoft should they be needed to resolve this ongoing issue. Thank you.
Customer Answer
Date: 01/22/2024
I received another message from ****** from Microsoft that they do not have a secure link and asked me once again to provide the info as a response to this email thread in where I requested a secure email to upload the information required to validate the hacked account as their system is what is used in lieu of secure document links. The email was generated from **** case management cdoccm@*************************************************. I am hoping that this was a legitimate email as after multiple request to provide info to validate my hacked account, I responded to the email. I would like to have Microsoft to confirm that they received all the info they needed from my response to the email to ***** me access back into my account and secure the account so the HACKER can no longer access the account.
Customer Answer
Date: 01/27/2024
I will be travelling until 2/5/24 and will not have access to this complaint. If additional info is needed, please allow me to respond after 2/5/24. thank you
Business Response
Date: 02/02/2024

Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account incident.
Based on the case number ********** this is legitimate.
You can continue working with her if required further assistance.
Also you can visit Microsfot.com to get help.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/02/2024
I am not clear exactly what Microsoft is suggesting. I have submitted information and I have yet to get any resolution. My account is still being used by someone who hacked my account. The person whom hacked the account set up a 2 step verification that IS NOT me so I still cannot access the account. Can you please provide a representative to work with to get this matter resolved. I cannot use the help center as you suggested because I CANNOT access the account
Business Response
Date: 02/06/2024
Tell us why here...Hi *****,

Thank you for?contacting Microsoft Corporation via the Better Business Bureau, regarding your account incident.
Based on the case number ********** this is legitimate.
You can continue working with her if required further assistance.
Also you can visit Microsfot.com to get help.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/07/2024

Complaint: 21145535

I am rejecting this response because: I have not been able to communicate with the senior tech representative that Microsoft has apparently assigned to address my issue. Can you please provide the form of communication for me to discuss this ongoing issue with the senior tech representative assigned to my case so we can move this to a resolution.

Sincerely,

*************************
Customer Answer
Date: 02/08/2024
If Microsoft will not allow me to regain access into my hacked account under my email **********************. Please remove ALL MY PERSONAL information from the ACCOUNT including but not limited to my NAME, ADDRESS, phone number, EMAIL (**********************), the payment info (Mastercard ending in 4984) and the DEVICES (HP ENVY Laptop JERSLLC6 serial number ********** and ***************, serial number **************** AND CLOSE THE ACCOUNT. The hacker WHO HACKED THE ACCOUNT ADDED A 2 step authentication on the account with their email address which shows as *********************** that IS NOT ME SO I NEED ALL MY INFORMATION REMOVED AND the ACCOUNT TO BE CLOSED.
Business Response
Date: 02/22/2024

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account incident.
This will keep suspended.
For future issues please contact Microsoft.com to get assistance.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/22/2024
I am not clear what Microsoft is suggesting as a resolution to my complaint. Can you please ask them to clarify? Are they suggesting that the account that is hacked under my email ********************** will be suspended indefinitely and CAN NEVER be accessed BY ANYONE? If so, how will I be assured of that? Will the account ever be archived so I can reopen it under my primary email again at some point?
Customer Answer
Date: 02/22/2024
I am not clear on what resolution Microsoft is suggesting. Can they please clarify? Are they suggesting that they are suspending the account indefinitely? If so, how can I be assured that the HACKER will no longer have access to the account? I would like the account DELETED IN IT'S ENTIRETY AND NOT SUSPENDED. If it is deleted, then I can recreate the account once it is deleted. When I attempted to access it again, it is showing that the Hacker still has access. When I select forgot password, it STILL SHOWS THAT THEY WILL SEND A SECURITY CODE TO to Email *********************** "WHICH IS NOT ME" so clearly the account is not suspended if this option is still available. I WOULD LIKE THE ACCOUNT DELETED.
Customer Answer
Date: 02/22/2024

Complaint: 21145535

I am rejecting this response because: I am not clear on what resolution Microsoft is suggesting. Can they please clarify? Are they suggesting that they are suspending the account indefinitely? If so, how can I be assured that the HACKER will no longer have access to the account? I would like the account DELETED IN IT'S ENTIRETY AND NOT SUSPENDED. If it is deleted, then I can recreate the account once it is deleted. When I attempted to access it again, it is showing that the Hacker still has access. When I select forgot password, it STILL SHOWS THAT THEY WILL SEND A SECURITY CODE TO to Email *********************** "WHICH IS NOT ME" so clearly the account is not suspended if this option is still available. I WOULD LIKE THE ACCOUNT DELETED.

Sincerely,

*************************
Business Response
Date: 02/28/2024
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account incident.
The hacker cannot access your account .
For future issues please contact Microsoft.com to get assistance.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/28/2024

Complaint: 21145535

I am rejecting this response because as I noted previously, when I attempt to go into the account under the email and I select the "forgot my password" it STILL GIVES ME THE ABILITY TO RECOVER IT BUT THE RECOVERY EMAIL IS NOT MINE, IT'S THE PERSON WHO HACKED MY ACCOUNT. When I go thru ALL THE prompts to recover the account under *********************** it SHOWS THE MESSAGE noted BELOW AS THE FINAL STAGE OF THE RECOVERY PROCESS:
We need to verify your identity
How would you like to get your security code?
Email ***********************
To verify that this is your email address, complete the hidden part and click "Send code" to receive your code.
*****************************************

CLEARLY, the account is STILL ACTIVE AND I'M NOT CONFIDENT THAT YOU HAVE TAKEN ANY ACTION ON THIS ACCOUNT to PROTECT ME AND MY IDENTITY. At this point, please assist in getting MYSELF, who is the TRUE OWNER under ***********************************; access back into the account so I may PERSONALLY CLOSE IT. Until then, I will not accept any resolution to this complaint as MY IDENTITY IS COMPROMISED.
Sincerely,
*************************
Customer Answer
Date: 02/28/2024
May I also add when I attempted to access the account this evening, I was given a recovery questionnaire and provided all the correct answers. I was sent an email to my alternate email ******************** stating the following:
Right on! The information you submitted for ******************* has been verified.
Click this link to reset your password:
*************************************************************************************************************************************************************************************************************************************************************************VrPlYeOT6*TN!NF&cxt=Acsr

I was provided with the ABILITY TO RESET MY PASSWORD, and after doing so I attempted to get into the account to close it and now I get a message STATING the following "We've detected some activity that violates our Microsoft Services Agreement and have locked your account." and stating to To unlock your account, you'll need some additional assistance. Navigate to "aka.ms/compliancelock" and we'll get you to the right place. I clicked on the link, completed the form and am awaiting a response.
Initial Complaint
Date:01/14/2024
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.
Purchased *** game for my son on Dec 28,2023. Thought it was purchased on his account but it went on mine. Ultimately called customer support and they said the only way to fix it was request a refund. But I am not outside the refund window of 14 days.
Business Response
Date: 01/19/2024
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

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