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

5,654 total complaints in the last 3 years.
2,322 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:12/19/2023
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.
My Xbox Series X needed to be repaired and is under Xbox warranty. I contacted them and sent it in for repair. When it came back, it was damaged. The casing that contains the Xbox had cracks in it. I spent over a month talking with Xbox and ***** about the issue. ***** claimed no fault as there was no damage to the shipping box. In my opinion, I told the gentleman that I talked to at Xbox from the start that whoever fixed it had dropped it at some point and just sent it back, hoping I wouldn't notice. Finally, after a month, Xbox agreed to replace it. I sent the Xbox in per their instructions, and when I received my replacement, they sent me the same Xbox (this was on December 15th.) As soon as I received it, I contacted Xbox support and was told they would get on it, have a shipping label sent to me in a few days, and get a replacement out to me. I contacted Xbox today as I have not received the shipping label. They said it is still processing. It will be over two months since I lost the use of my Xbox Live subscription for use with that Xbox Series X. I have been an Xbox Live member for over 11 years and do not feel they are doing a good enough job for the situation they have created with this returned, damaged, Xbox Series X. I am asking for a resolution of my Xbox to be replaced or repaired to the original condition using a rush order and faster shipping (their shipping takes **** days it says) and to have my two months of Xbox Ultimate be added back to my account. Current order number ********** and Past order number **********
Business Response
Date: 12/25/2023
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 7030829787.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/26/2023
They didn't reach out today, maybe it's back log over the holiday but if they are trying to call I wanted to make sure they have the right phone number ************.
Thank you,
**********;
Customer Answer
Date: 01/03/2024
The issue is not resolved, they are slowly replying to messages. I have been waiting for a response since the 29th of December. They are changing their story of how the damage was done to the Xbox. I am currently waiting for a reply.
Business Response
Date: 02/05/2024
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, please keep in communication with our agent, as they are working towards the resolution, we will keep this case open until the issue is resolved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/05/2024

Complaint: 21029655

I am rejecting this response because: They have failed to repair or replace the damaged Xbox multiple times now, I will be seeking legal action against them in small claims court for the cost of a replacement.

Sincerely,

*******************
Business Response
Date: 02/07/2024
Dear *******************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.
The case notes indicate that the device the device had small physical damage that does not interfere with performance not covered not warranty.

Also, the exchange and compensation offers made by our Customer Support agent were not accepted, thus Microsoft will consider this case closed and will no longer be responding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/07/2024

Complaint: 21029655

I am rejecting this response because: the damage was done by their repair service and will be escalated to small claims court.

Sincerely,

*******************
Initial Complaint
Date:12/19/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been through at least 18 cards trying to get rid of this Microsoft charge that I DO NOT USE, I CANNOT LOG INTO THE ACCOUNT because I do not have that information.>THIS HAS BEEN GOING ON FOR OVER 3 YEARS! $6 at least every two weeks. NO CUSTOMER SERVICE PHONE NUMBER..NO ONE WILL ANSWER YOUR EMAILS.THEY JUST KEEP CHARGING ME FOR AN ACCOUNT THAT I HAVE NO ACCESS TO.
Business Response
Date: 12/25/2023
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 7030828558.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/19/2023
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 August I tried cashing out my Microsoft Rewards. It told me a needed to enter a phone number. I previously would enter my landline a get a voice call giving me a pin to redeem my rewards. That no longer works. I messaged Microsoft support in August and they weren't very useful. And they never responded to my follow up email.2023-08-16, 5:32 p.m.Hello ***,It won't let me redeem because I don't have a phone number on file. When I try to add my landline it doesn't work. If I'm adding a phone number to my file why would I want to add a friend or neighbour if it stays attached to my personal details. If It was a one time deal to redeem I would understand that, but it's not. You are telling me to use my account in good faith and my rewards will be restored. This sounds like a threat. And nowhere do I see my account has been restricted. If you have changed your policy on allowing landlines to redeem rewards you need to let your users know with a change of service terms notice. I was never notified. "Rest assured that we are doing our best to diligently work on your case. Let me help you with your concern." You closed my case immediately. So I don't believe you when you say that.Service Request **********.
Business Response
Date: 12/25/2023
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 7030828212.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/18/2023
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.
My children are monitored through Microsoft family safety. They have had their emails addresses for years. We were severely abused by my husband. I have court documents including a restraining order. I need the family disbanded so I can manage my kids and my adult kids can use their emails. I've contacted several times and no one will help me. We're do not want to change the email addresses.. That would be a huge hassle. They've had them for several years and they are connected to everything. My son can't even use his computer. We only want the abuser to not be able to track the kids. We want a complete break. And even as the other parent in the group I can't remove my own children. Microsoft is wrong for this. There shouldn't be a force to lose decades old email addresses just because we were victimized. They are putting the kids at risk and making our lives hard foot things we didn't do.
Business Response
Date: 12/25/2023
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 7030825690.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/03/2024
It is not resolved. They haven't fixed anything

*****************************
-Red Envelope Soaps
Business Response
Date: 01/08/2024
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have investigated your case and see that you have been in communication with one of our agents, please keep in communication with them.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:12/18/2023
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 Microsoft 365 subscription since 2022 to store my files on the OneDrive. However, all my files have been lost and Microsoft cannot help me recover any files or provide any solution to it. They also declined my refund request.
Business Response
Date: 12/25/2023

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

Thank you for?contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft files incident and refund request.
We are sorry to hear that.
After further review, we found you had a previous service request ********** we suggest you reopen your case if need assistance or visit Microsoft.com to get help.
Refunds are not applicable due to the timeframe for request is over.
Sincerely,?
Microsoft Corporation.
Customer Answer
Date: 12/28/2023

Complaint: 21026824

I am rejecting this response because: the business is unable to solve my issue.

Sincerely,

**********
Initial Complaint
Date:12/18/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft Rewards is a program that rewards users with points to spend on Gift Cards, Vouchers, and Sweepstakes. Recently, they have been changing the amount of points within the program that *** be earned daily.During this time, I was suspended from my Microsoft Rewards account, and I was not the only one. Other users have expressed the exact same concerns. Upon checking the Service Agreement, I did not violate any of the rules set in place. This includes not using a VPN, not using a macro or botting service, being the only person in my household to use the program, not having more than one e-mail attached to my account, and more. In all, I had over ******* points, which equates to over $150 USD.Despite having contacted Support on numerous occasions and on different platforms, I have not received an ounce of acknowledgement back. I have no Active, Expired, or Completed Suspensions and 0 Strikes on my account.At this point, I feel like my issues have been swept under the rug by Microsoft. I simply want my Rewards account reinstated with my points intact, but have received no help in achieving that from Microsoft whatsoever. If anything, it seems they have been doing the opposite.I am frustrated beyond belief and long past the point of patience.
Business Response
Date: 12/25/2023

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

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft Rewards account issues.

We recommend you create ticket with the Microsoft Rewards Team, sign in with the account you use for the program and create it with your email account signed in using this link: ********************************
Copy and paste it on your browser.
In case you already have a previous case number please provide it to us.

Sincerely,
Microsoft Corporation

Customer Answer
Date: 12/25/2023

Complaint: 21025979

I am rejecting this response because:
I have sent multiple Tickets to the Microsoft Rewards Support Team and have not received a response -- not even an acknowledgement they had received and/or reviewed my Ticket.
Asking me to send in yet another one is disregarding the lack of response I have already received.

Sincerely,

***********************************
Customer Answer
Date: 01/02/2024
I am able to provide a Case Number to one of the many Tickets I sent into Microsoft Rewards support, though I have not received an automated response e-mail alerting me that the Ticket has been received and is ready for review. 61293961104E9

Customer Answer
Date: 01/02/2024
I would like to amend my previous response. What I had sent was not my Case Number, but rather my response number for this complaint. The actual Case Number is **********
Business Response
Date: 01/12/2024
Dear ***********************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. Thanks for providing your previous request number, we are going to review the service request and determine the next steps. We will get back to you on the following week.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/12/2024

Complaint: 21025979

I am rejecting this response because:

I will not accept and close out this case until I receive a satisfactory response. This includes receiving a follow-up within the next week regarding my Support Ticket and case, as Microsoft has promised in their most recent correspondence.

Sincerely,

***********************************
Customer Answer
Date: 01/19/2024
I have not received communications from Microsoft or Microsoft Rewards. In our previous correspondence, they promised communications within a week; we have exceeded that.
Business Response
Date: 01/23/2024
Hi ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft Rewards account issues.

We recommend you create ticket with the Microsoft Rewards Team, sign in with the account you use for the program and create it with your email account signed in using this link: ********************************

In case you already have a previous case number please provide it to us to review further.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 01/23/2024

Complaint: 21025979

I am rejecting this response because:
As promised in our previous correspondence, Microsoft would get back to me within the following week. However, they never did and I am still suspended from their program with no just reason given.

Sincerely,

***********************************
Customer Answer
Date: 01/23/2024
Upon attempting to submit yet another ticket, it would appear I am no longer able to fill out the application to do so. Thus, I am only able to provide my previous case number instead of re-submitting another ticket.
7031543311
Business Response
Date: 01/31/2024
Hi ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft Rewards account issues.
Thank you for the information.
We are looking into this and will update you as soon as possible.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 01/31/2024

Complaint: 21025979

I am rejecting this response because:
Until everything has been restored on my account, I will not close this case. I am still unable to access Microsoft Rewards on browser, mobile, and on console.

Sincerely,

***********************************
Business Response
Date: 02/08/2024
Hi ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft Rewards account issues.

We requested an update as to the case and will update you once we get a response.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/08/2024

Complaint: 21025979

I am rejecting this response because:
I am still unable to access my Microsoft Rewards account on PC, console, and mobile.
While my points were reinstated, I am still unable to access ways to gain or spend them. As well, I have been banned from submitting anymore Microsoft Rewards Support tickets, despite receiving requests in previous correspondences to make new ones. Also, communications with Microsoft have been flimsy. Most recently, I was promised communication within a week's time; that was three weeks ago. I still have not received any updates in regards to that matter.

Sincerely,

***********************************
Business Response
Date: 02/22/2024
Hi ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau your Microsoft Rewards account issues.
To inform you that your account is now unsuspended.
We recommend you follow the best practices to avoid any restriction in the future.
General program guidelines Getting the most out of Microsoft Rewards - Microsoft Support to avoid future restrictions.

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 02/22/2024

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.
However, the time in which it took to resolve this matter warrants more than dissatisfaction. As well, I do not appreciate the condescending tone being used when I had not broken any of Microsoft Rewards' rules at the time of my suspension. It shows to me that my previous correspondence were largely ignored when I had explained time and time again that I had done nothing to even break the guidelines slightly.

Sincerely,

***********************************
Initial Complaint
Date:12/17/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi, I am facing my Microsoft Xbox account suspended forever by Microsoft Xbox Enforcements Team. I am just using this account to play games only and without any illegal issues. My Xbox Account having around few hundred games and I do not understand why I got suspended by Microsoft and i am just an ordinary gamer to play games and I am not a reseller.I am from ********. ******** does not have an official Microsoft Store to purchase digital games on Xbox Microsoft Stores. So, As a Malaysian, I need to cross region to buy games. All those games I purchased by my own used and I do not sell it to other or any third parties.I will provide all my details :Xbox Email Address : ************************ Xbox Gamer Tag : Bucha9936 My Case Id by suspended : XBOX:******** My ******** Contact Number : ************ I will show my bank statements too.I just an ordinary gamer, I am hope to get back my Xbox account to continue gaming and the account is only way me to interact with my kiddo.Please assist me. Thousand Thank you and Appreciated.
Business Response
Date: 12/22/2023

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

We are sorry to hear that.
We want you to know that your case is under review and will wait for the Xbox enforcement team response.
Sincerely,?
Microsoft Corporation,
Initial Complaint
Date:12/17/2023
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.
My name is *************, and I'm from ********. I have been an Xbox player for a decade, and I continue to be one until today.Recently, I received an email regarding the suspension of my account. Based on the reasons provided, it might be due to cross-region purchases.As there is no Xbox store in ********, the only way I could purchase games is through the Xbox store's cross-region method. However, it seems that my account has been suspended. I've been using the cross-region method for a long time and have never faced suspension until two days ago.Below are the details of my account:Gamertag: ****** Email: ****************** Contact: ************* Xbox Safety Case ID: ******** Recent purchase orders number on 14/Dec/2023 (before account suspended) ********************* ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** All the above purchases are legit, using my own credit card, for which I have attached the credit card payment SMS as evidence for your reference.I have invested a lot of effort into my personal account, accumulating more than ******* achievement points and purchasing over ***** games until the recent cross-purchase ban. I believe that Xbox allows cross-region purchases, and I hope you can ask your team to reverse the suspension of my account. If cross-region purchase is not allowed, I hope you can refund the games I purchased recently and reverse the suspension of my account because I want to continue playing on that account.I hope you can understand my situation, and your help is much appreciated. Thank you, and have a nice day.
Business Response
Date: 12/22/2023
Dear *************** Goh,

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 7030583597.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/22/2023

Complaint: 21021604

I am rejecting this response because:
Dear BBB,
Good morning,
Today, I received a response and discovered that my issue has not been resolved. Unfortunately, the regular Microsoft support was unable to address the problem, and it requires direct escalation with the Xbox Enforcement Team.
Prior to reaching out to you, I had already sent an email directly to the Xbox Enforcement Team, but I haven't received any response from them. After researching similar cases online, it appears that the Xbox Enforcement Team often does not respond to customer inquiries, which seems unjust to consumers facing suspension without clear information.
As mentioned previously, I suspect that my suspension is related to cross-region purchases. However, there is no Xbox store in ********, and the only way for me to purchase Xbox digital games is through the cross-region method on the Xbox console. While I understand the need for enforcement, it's frustrating that there is no local Xbox store in ********, forcing users to resort to cross-region methods.
I kindly request your assistance in directly contacting the Xbox Enforcement Team via this email: xsteam@microsoft, urging them to respond to my case.
Given the current situation, I am deeply disappointed with the way Microsoft has handled my case. For your reference, I have attached some email responses from their review, indicating the status I am currently facing (CASE ID *********.
Thank you very much for your attention to this matter, and I appreciate your assistance.
Best regards,
Sincerely,

*************** Goh
Business Response
Date: 01/08/2024
Dear *************** Goh,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. To communicate with the enforcement team please follow this link:
********************************************************************************************************************************************************************************************************************************************.

As they are the only team that can help you with your issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/09/2024

Complaint: 21021604

I am rejecting this response because:
Dear Microsoft,

I hope this email finds you well. I am writing to express my deep frustration and disappointment regarding the ongoing issue with my Xbox ID suspension. Despite multiple attempts to reach out to your enforcement team, I have yet to receive any kind of response or resolution to this matter.

I kindly request that the enforcement team provide me with a clear reason as to why my account was suspended. It is disheartening that my previous attempts to obtain this information have been fruitless, leaving me with no understanding of the situation.

As I have previously mentioned, the lack of Xbox stores in ******** forces me to rely on cross-region methods to purchase games. Unfortunately, this has resulted in the suspension of my account, as well as the accounts of my two friends here in ********, who also face the same issue. While the normal Microsoft support team has been unable to assist with resolving our account suspensions, it is the Xbox Enforcement team who holds the responsibility, yet they have failed to respond to any of our emails.

This lack of response is not only frustrating, but it also leaves us feeling incredibly disheartened. We believe it is only fair that we receive a prompt and thorough response, as this ongoing situation is affecting our ability to enjoy the Xbox services we have paid for.

I kindly request your immediate attention to this matter and a resolution to our account suspensions. We greatly appreciate your assistance in this regard.

Thank you for your prompt attention to this matter.

Sincerely,

*************** Goh
Initial Complaint
Date:12/17/2023
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.
A few days ago, Microsoft has blocked my Hotmail address which contains all my official correspondence, including IRS filings, doctor's and pharmacy's documents, associations and non-profit organizations affiliations, family correspondence etc. I need Microsoft to unblock my account so I can send and receive emails. The content of my emails is crucial to be saved. I've just had surgery and desperately need to continue to communicate using my Hotmail. Please UNBLOCK MY HOTMAIL. Thank you. My email address is **********************
Business Response
Date: 12/22/2023
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 7030592047.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/22/2023
As soon as I hear from Microsoft, I will let you know. So far, I have not heard from them.
Thank you.
Customer Answer
Date: 12/24/2023

Complaint: 21021252

I am rejecting this response because:

Sincerely,

**********************
Customer Answer
Date: 01/05/2024
Dear *******:

I have just received the email below from Microsoft. They have made the situation worst. I could see my Hotmail on the Outlook, however they have now completely blocked it entirely and I cannot see the content of my emails anymore. Microsoft is punishing me for something that I have never done wrong.
All my documents in my Hotmail have disappeared. Please help.

Thank you

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

Here is their response:
SIR17622905 - Regarding your Microsoft account

Back to ******************************************* <*********************************>
Add to Contacts | Invite Sender | Block Sender
Full Header

To:******************
Sent: Sun, Dec 24, 2023 04:05 PM

Service request **********

Greetings,

My name is ****** with Microsoft Support. Thank you for your response regarding your Microsoft account recovery.

During my attempt to validate ownership of the account with the answers that you provided, the results have been unsuccessful. Unfortunately, there is not enough information listed on the account to validate account ownership. At this time, there is nothing further we can do to validate ownership.

I understand the frustration that can be involved with this specific issue, and I sincerely empathize with you. However, as no further resolution can be offered, I will move forward with closing this case. I will no longer be responding to any further emails in this thread. Please know that you can always rely on our customer service forums for future issues by visiting ******************************************.

We sincerely apologize for any inconvenience that you have experienced. Thank you for your understanding and patience while this problem was investigated.

Sincerely,

***********************
Account Safety Team
Microsoft Customer Support & Services
Friday -Tuesday 7:00 AM to 3:00 PM
Microsoft Support | Manage Microsoft Devices | Microsoft Account Profile | Microsoft Privacy Statement
Legal Disclaimer: The information contained in this message may be privileged and confidential. It is intended to be read only by the individual or entity to whom it is addressed or by their designee. If the reader of this message is not the intended recipient, you are on notice that any distribution of this message, in any form, is strictly prohibited. If you have received this message in error, please immediately notify the sender and delete or destroy any copy of this message.

Ref:MSG15095458_D1eR0qpFfSWQYgYJX9t

Business Response
Date: 01/10/2024
Dear **********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request 7030592047,we see that our Tier 3 advocate ****** had been working with you on this issue.Upon checking, we were able to confirm this case has been closed as there wasnt enough information to validate the ownership of the account. We understand this may not be the resolution you had hoped for, but we stand by our advocates resolution as we cannot provide further assistance if there isnt enough information to validate the ownership of the account.

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: 01/10/2024

Complaint: 21021252

I am rejecting this response because: Microsoft has not given me a chance to copy the content of my emails including the address book or given me a chance to transfer to an Outlook email address. That is mean and unprofessional. I did not do anything illegal or wrong for them to close my Hotmail without warning. I provided to *********************** from Microsoft all the information he asked to the best of my knowledge, including the latest emails and subject. Again, I followed his instructions and provided a phone for him to speak with me if there were something missing. But he ignored everything. I copied from the Hotmail 4 of the latest emails I had sent, and the subject matter which ************** requested. But ************** said that there was not enough information listed on my account to validate account ownership. I don't understand why, since I copied the information from my Hotmail account. All my important documents are in the Hotmail account. Including IRS filling, business transactions, medical information, information regarding the nonprofit organizations that I am member, official correspondence with elected officials through my being vice-president of a political club, family correspondence, and friends' correspondence. To summarize all my communication for the last 30 years are blocked and have no longer access. This is unfair and should be illegal.
Please help me.
Sincerely,
********************
Initial Complaint
Date:12/17/2023
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.
Account was suspended for unknown reason, and company won't provide information. Can't play a game on steam that I bought because it requires an Xbox live account. And provide reason for suspension.
Business Response
Date: 12/22/2023
Hi ***********************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 12/22/2023
I've already tried once but I'll try again and let you know.
Customer Answer
Date: 12/22/2023

Complaint: 21021228

I am rejecting this response because: I went to the website like the company said. I looked under the enforcement page and there isn't any suspensions on file, but the profile page lists me me as a banned user but there is nothing in the enforcement page.

Sincerely,

***********************
Business Response
Date: 01/08/2024
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent 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: 01/08/2024

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,

***********************
Customer Answer
Date: 01/18/2024
I was in contact with the Microsoft support about the situation. They directed me to the enforcement page. I went to there page and did everything they told me to do. I couldn't access the any of the sites that was supposed to help. When I emailed the support contact, she said that there was nothing she could do and I would have to go through the enforcement page, which wouldn't do anything for me. I would like to reopen this complaint with the prior requests.
Business Response
Date: 01/25/2024
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, please continue with enforcement,as they are the only team that can help you further with your issue, please submit a claim and wait for their contact.

Microsoft Corporation
Customer Answer
Date: 01/25/2024

Complaint: 21021228

I am rejecting this response because:  I am rejecting this response because: I have gone through the Enforcment page because I was informed to do by the last contact I had with the company and there wasn't anything I could do on that page. *********** keeps referring me to a page saying that's the only way to resolve it, but there is nothing I can do on that page, when I sent that information back I was told again that I would have to go through the enforcement page and since there wasn't anything she could do that was the last email I would get. Also, according to the Enforcment page there is no suspensions listed.

Sincerely,

***********************
Business Response
Date: 01/31/2024
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we understand your frustration on this issue, if no suspensions are listed on the site, please open a ticket/appeal with them via the same website, as they are the only team that can disclose any information regarding your suspension.

Microsoft Corporation
Customer Answer
Date: 01/31/2024

Complaint: 21021228

I am rejecting this response because: I have tried that and it won't work.

Sincerely,

***********************
Customer Answer
Date: 02/07/2024
What I am looking for is that the suspension on my Xbox live account be released.
Either their enforcement can email or they can just lift the suspension because there is no reason for it to be suspended. When I go to their enforcement page there is no reason listed for the suspension. When I did what their contact told me to do, which was to go to the enforcement page, they stated that is the only place anything can be done. When I get there I couldn't do anything, and when I told them they just restate that I have to go to the enforcement page and they can't do anything. This happened with in the last two years. I can't even get to the enforcement page anymore.

I have a game on Steam that requires the xbox live account.

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