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

  175 W 2700 S Salt Lake Cty, UT 84115-3022

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  Microsoft

  PO Box 22810 Salt Lake Cty, UT 84122-0810

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  Microsoft Inc

  333 S Grand Ave Ste 3300 Los Angeles, CA 90071-1537

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:07/30/2025

  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 bought a gift card for a good friend of mine today (7/30/25 at 3:33pm). I got home and found out that one of the characters is unreadable. Upon contacting support, they said that we have to contact the retailer as there is nothing that Microsoft support can do to help us. The retailer cannot help us with this. I just want my friend to be able to use the code I bought for her.

  Business Response

  Date: 08/05/2025

  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 via email or phone call to work toward a resolution. Your new case number is **********.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

• Initial Complaint

  Date:07/30/2025

  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 Minecraft Java Edition prior to Microsoft's acquisition and was granted a perpetual-use license. ******************** later implemented a mandatory account migration process, which I was unaware of due to notices being sent to an outdated email I no longer monitored. I believed I had already migrated my account. As of late 2023, Microsoft revoked access to my paid game, with no recourse, refund, or exception offered.I have attempted to contact Microsoft multiple times, but their support system blocks communication by misrouting or denying escalation. I now have no access to a product I legally purchased, and no ability to recover it. This seems like an unfair and deceptive business practice. I am requesting intervention to help restore my access or provide a refund or replacement license.

  Business Response

  Date: 08/05/2025

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

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau and sharing your experience. I understand how frustrating it must be to lose access to a game you purchased and enjoyed, especially when the change was unexpected and communication may not have reached you in time. Your concern is valid, and I want to acknowledge the disappointment this situation has caused.

  Microsoft acquired ****** in 2014, and in October 2020, we announced a mandatory migration of Mojang accounts to ******************** accounts. This process began in June 2021 and was communicated through monthly emails, in-game notifications, and launcher pop-*** over a two-year ******. The final migration deadline was extended multiple times, with eligibility officially ending in September 2023. A 90-day grace ****** followed, during which eligible players were offered a new license. This grace ****** concluded in December 2023 
  
  Unfortunately, as of now, accounts that were not migrated during the designated ****** can no longer be recovered, and refunds are not available. This policy is consistent with international regulations and the End User License Agreement (****) governing digital content 
  
  While I regret that we cannot restore your original license, I encourage you to explore current options for accessing Minecraft: Java & Bedrock Edition through Minecraft Support 
  

  We remain committed to supporting our players and ensuring transparency in our processes.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/30/2025

  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.

  My Xbox account was permanently banned without warning or reason. I contacted Xbox Microsoft Support, and they said there was no explanation available for the suspension. They even admitted that the ban seemed unfair but told me there was nothing they could do and that the Enforcement team could not be contacted directly.Ive never broken any rules and was never given a violation notice or evidence of misconduct. Ive spent a lot of money on this account over the years, including in-game purchases and subscriptions, and now Ive lost access to all of it.This ban has also caused issues with other linked services like my Fortnite account, which I cant access or unlink without deleting all my paid items something I shouldnt have to do because of a wrongful ban.I am requesting that Microsoft either unban my Xbox account or provide a full explanation and evidence of why I was banned. I just want access to my account and the purchases I paid for.

  Business Response

  Date: 08/05/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau.
  If your concern involves an enforcement actionsuch as a suspension, restriction, or ban on your Microsoft or Xbox accountyou will need to contact the Microsoft Enforcement team directly. Enforcement decisions are handled exclusively through the Xbox Enforcement site, and cannot be reviewed or reversed through standard support channels or BBB inquiries.

  To proceed, please visit:
  **********************************************

  Once signed in with your Microsoft account, you may be eligible to submit a Case Review. If the option is not available,it means the enforcement action is not eligible for appeal.
  We understand how important your account is and appreciate your patience. If your issue is unrelated to enforcement and instead involves account recovery, billing, or technical support, please let us know so we can guide you to the appropriate team.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/19/2025

  This is my case number ******** I was told that you want me to go to the enforcement page to submit an appeal in my request I did do that the Xbox never unbanned me they never gave me a clear reason why I was banned and it's an infinite suspension for no reason I've emailed they couldn't give me a reason they couldn't understand me because they keep telling me to make a appeal but I did and it got declined and I don't know what to do if I did nothing wrong and I have nowhere else to go other than here cuz I think you guys are the only way to talk to the higher-*** to the enforcement team it's a lot of money that I spent on that account and I also lost access to my fortnite account cuz I can't unlink it unless I remove all my items and skins which that's a lot of money too but yeah I just it would really help if you could help me get my account back

  Business Response

  Date: 09/03/2025

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension.

  We understand how upsetting it can be to lose access to an account, especially when youve invested both time and money into it. Weve reviewed your concern and want to clarify the enforcement process.
  When an account is suspended, the reason for the enforcement action is clearly disclosed during the appeal process on the Xbox Enforcement page. If your appeal was denied, please know that the decision is final and cannot be overturned. We understand this may be disappointing, but the enforcement team thoroughly reviews each case before making a determination.

  If youve lost access to linked services such as Fortnite, we recommend contacting ********** Support directly to explore any options they may offer for unlinking or recovering your account.
  We appreciate your understanding and thank you for being a valued part of the Xbox community.

  Sincerely, 
  
  Microsoft Corporation 

   

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23677328
  
  I am rejecting this response because: I was told from there response to ask epic game to unlink my account to a new one because my Xbox account got bad for no reason and epic games said they can't do they told me to get my Xbox account unban I just want my Xbox account back and fortnite but I can't if they will not unban me without a response to why am ban I have spent to much money over the years
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:07/30/2025

  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 received a permanent suspension on my Xbox account, with claims of using unauthorized software or manipulating game content. I submitted an appeal via the official Case Review system, but it was denied without clear evidence or further explanation.I have never used any kind of modding tools, save editors, follower bots, or unauthorized software. I believe this ban was either automated or a mistake, and Ive spent years building this account and engaging with the community **************** seeking a re-review of my case by someone from Xbox enforcement or higher Microsoft leadership who can investigate more deeply and offer transparency.Thank you for your time.

  Business Response

  Date: 08/07/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension. After reviewing your complaint we notice this matter only an be fix for the Xbox enforcement team, due only them have the authority to revoke bans. 
  
  They provide us the following information: 
  
  Hello,
  
  Thank you for reaching out to learn more about this accounts suspension. 
  This account was suspended for engaging in the manipulation of Xbox services. This activity can include, but is not limited to:
  Using unauthorized software to make changes to your account, game saves, or interact with Xbox services in an unauthorized way
  Unlocking achievements, prestige level, in-game ranks, or other content the account did not earn
  Manipulating the followers or other data related to friends and followers through unauthorized software or unauthorized interactions with Xbox services
  Manipulation of game clips and screenshots through unauthorized software or unauthorized interactions with Xbox services
  Interfering with or manipulating the network traffic of your devices or the devices of others
  Cheating and/or tampering with accounts and devices disrupts the game for other players and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone. To ensure that players continue to have a positive experience, we cannot allow these kinds of violations on the service.
  For additional information about how to participate on Xbox Live in a safe and productive way, please visit our Stay Safe page (**********************************************************************************************************), the Microsoft Services Agreement (**************************************************************), and Community Standards for Xbox (**********************************************************************).
  
  Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.
  
  If you have any questions, comments, or concerns, please feel free to let us know.
  
  Thank you,
  -The Gaming Safety Team
   
  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: 08/07/2025

   
  Complaint: 23677108
  

  I do not accept this response from Microsoft.
  
  
  The company continues to provide a vague, copy-and-paste explanation for the ban, without addressing my specific case. I have not received any evidence, timestamps, or examples of what I allegedly did wrong.
  
  
  Ive never used unauthorized software, modified Xbox services, or broken the Community Standards. I submitted a Case Review and was denied, but with no specific reason provided just a generic list of possible violations.
  
  
  This account holds years of financial investment, personal progress, and trust in Microsofts platform. The fact that no one not support, forums, or BBB can provide clarity or a second review is unacceptable.
  
  
  I am asking for a true manual re-review of my account by a qualified human member of the Enforcement or Safety team. If the original decision stands, I would at least like specific details so I can defend myself.
  
  
  This current system offers no due process or accountability, and as a loyal customer, I believe I deserve better.
  
  
  Thank you for continuing to assist.
  
  

• Initial Complaint

  Date:07/30/2025

  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.

  Approximately the first week of July, 2025 I became locked out of my Microsoft Hotmail email address that I have used for nearly 30 years. After several weeks of attempting to verify my identity using the automated form and four lengthy chat sessions with Microsoft I have been unable to regain access. This account is used mainly for things like online banking, bill paying, commerce accounts like ******, it is tied to my **** and Etsy stores, my Windows laptop and any software licenses I use for work and whatnot are tied to it. I can't even migrate away from this account without enormous headache because any changes to other security settings will want to send a confirmation email to the Hotmail account. Unfortunately (for me) I almost never use this account for sending emails and the only way Microsoft offers me to verify ownership of the account is by verifying emails I have sent from the account recently and/or Skype history, even though Microsoft shut down Skype a few months ago so I am unable to confirm any details with anybody I have Skyped with in the past because they cannot access their own Skype accounts to confirm. There are a hundred other ways I could verify that this is my account, but I am not offered a choice to verify any other ways than the online verification tool, which is not helpful for me due to how I use that email account. The account in dispute is ********************

  Business Response

  Date: 08/05/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23677055
  
  I am rejecting this response because:

  I have attempted to restore access to my account dozens of times over the past month using the provided link, to no avail. I would like somebody with access to my account details to contact me, to help me ensure that I am using the best info when filling out the form. The instructions on how to fill out the form are somewhat vague and out of date. For example, the form asks about a Skype username, but Skype has been shuttered since earlier this year, so getting confirmation from past Skype contacts about the spelling of my username (last used over a decade ago) is impossible since nobody can log in to confirm it for me. Also, the form asks for exact subject lines sent by me, but in the email that follows a rejection there are tips for better success that says to use exact subject lines from emails they sent to me. Which is it? And what is the definition of "recent" regarding emails sent? I have excellent information from early 2024 and older, but haven't been successful in regaining access using it.

  Another roadblock I am having is that I use this account mainly to communicate with other companies for things like warranty issues. I have reached out to the last few companies I have interacted with but their systems do not store subject lines or email addresses. I can probably guess the email addresses, but even though I have the entire bodies of the emails sent I cannot reliably reproduce the exact subject lines. Are partial subject lines acceptable? Does the verification form ignore things like "Re: Re: Re:" when an email has gone back and forth several times?

  I'm sure my case is more unique than most, which is why I am having such trouble. The email account is roughly 28 years old, dating back to the early days of the internet and I'm concerned that something as simple as which zip code Microsoft has associated with my account (I've lived in several over the years) is what's causing me to continue to et rejected. Would it be possible for somebody with access to my account details to contact me? I would be immensely grateful. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:07/30/2025

  Type:Order 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.

  Back in 2014?, I walked in to my local police to file a police report about a financial motive coming from Gmail. And I haven't sent in any money to that person who requested it. However, I was let into the building and was escorted to a back office with computers, filing cabinet and a table and chairs, where in which I sat in one chair and I had to sign an agreement and I'm assuming that my local police uses server-based, not standalone machine, but I thought I recalled a colored copy wasn't given to me, as I know that the white copy is an internal copy to review it in entirety in the comfort of my home, just in case I had to dispute about servicing. That account creation, I wouldn't know if it's used by a personnel who have the system privileges, going by court adjuster's findings on insurance coverage, an earlier incident report was pulled and have been used for that insurance company, as insured and a family member was also involved, as it was in a summary of findings, and that had put me in a greater responsibility of accountability, trustworthiness of handling my business affairs, etc. when it wasn't addressed to me later when I have e-mailed the police department long ago. Moreover, my association in another state have caused some effect with having to be effectual in relation to my professional association and it also has a connection to my **** mater. Furthermore, my standing in a professional level isn't readily noticed by police, being in that, they don't have a regular contact with me even by correspondence of anything that arose to their attention and that it requires a further explanation. To an end: How to get in touch with local system administrator, or is that borough-involved and they have a borough administrator? I'm needing to be exonerated, as an exoneree because of unintended action, something wasn't in a functional state, took the matter in my own hands professionally to resolve not in total agreement for their license agreement if a ****?

  Business Response

  Date: 08/06/2025

  Dear ***** ***,

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau. We understand the complexity and sensitivity of the situation you've described.

  After reviewing the details, we must respectfully inform you that the matters you've raised, such as interactions with law enforcement, agreements signed at a police department, Gmail-related financial scams, and borough-level administrative concerns, fall outside the scope of Microsoft Support.

  Microsoft is unable to investigate or intervene in legal or governmental processes, nor can we provide exoneration or legal advice. For concerns involving Gmail, we recommend contacting ****** Support directly. For legal or administrative matters, we suggest reaching out to your local borough administrator or legal counsel.

  We hope this helps clarify the appropriate channels for your concerns. Please let us know if you have any Microsoft-specific issues we can assist with.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/30/2025

  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.

  Got an instant 5 strikes for "This account was suspended for harassing other players through written or verbal communications on Xbox Live. Harassment encompasses a number of situations, including, but not limited to:References to the consumption, buying, selling, or distribution of hard drugs We feel strongly that all gamers deserve to be welcomed, respected and supported. No matter who you are, where you come from, or how you play, everyone deserves an enjoyable Xbox Live experience. If the actions of others result in a player feeling unwelcome or unsafe, the entire community is affected. Even if the behavior was intended simply as smack talk, when such language can abuse, demean, or otherwise cause genuine offense its no longer smack talk, but harassment." Interestingly enough i dont dm people, I dont join parties, my profile picture is my username on top of a squid, my username is clean, my bio is "1tap" nothing drug related. In the first email it specified it was account not activity feed so this adds to my confusion. At the top is a shorthanded copy of the reply from the appeal I submitted. See this thread for more info ************************************************************, and only thing ive done is play High on Life, which is quite literally the only drug related thing on my profile, and no im not plugging or selling on f****** Xbox thats so weird n lame n i got a job like a normal f****** citizen not some junkie f*** Its impossible to figure out any exact details since they refuse to elaborate and everything is ai and support **** cant talk about the details and neither will the case appeal system so its all flawed and against you. Ive seen horror stories of people losing their 15yr old accounts imagine that much money time and memories gone in a flash because of nothing and you cant get it back at all. Make it make sense, no way I got friends whose real name is set next to their user "Yo Bih Fav Nigga" with a pfp of an alien ripping a bong, but my clean acc is hit.

  Business Response

  Date: 08/05/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts 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:07/30/2025

  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.

  My Xbox account (Gamertag: SyncCodis) was suspended on 15 July 2025 without warning or proper evidence. Microsoft claimed I was engaging in the manipulation of Xbox services, but provided no specific proof, timestamps, or details.I submitted a Case Review Appeal immediately. Microsoft responded with a vague template email on ********************************************************************************* manipulating followers, without stating exactly what my account was accused of. I have never used unauthorized software, cheated, or violated any rules. I have never received a warning or prior strike on my account. Ive spent thousands of dollars over the years on this account including digital games, Xbox Live Gold, Game Pass Ultimate, and accessories.I spoke to a Microsoft support agent (*****) on 19 July, who promised a callback or update by 1:00 PM during the week. No callback ever came. I also spoke with *** on 24 July, who confirmed the case was escalated to both the Enforcement and Escalation Teams. Still, no updates or resolution were provided.I believe this is a serious failure of process and customer care. ******************** has failed to treat this matter with the seriousness it deserves. My digital access has been unjustly removed without process, evidence, or proper resolution channels.I am seeking a full review of my account, reinstatement, and/or access to the evidence used against me. If this cannot be resolved, I request financial compensation for all paid content tied to my account.

  Business Response

  Date: 08/06/2025

  Dear ******* Putai,
  
  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 via email or phone call to work toward a resolution.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

  Customer Answer

  Date: 08/06/2025

   
  Thank you for the response from Microsoft. However, I am choosing not to accept this as a resolution at this time.

  Microsoft has stated that a senior member of their **************** and Support Team will investigate and contact me directly. I will wait to see if they follow through with this action. Please contact me via email.

  Once they provide a clear explanation and resolve the issue including the possibility of reinstating my account I will reconsider closing the complaint.

  I appreciate your continued support in keeping this case open.

   

  Business Response

  Date: 08/18/2025

  Dear ******* Putai,

  We appreciate your ongoing engagement regarding your account concerns. On August 8, our team reached out to you to provide an update following a comprehensive review of the situation. Our records indicate that the account in question was suspended due to violations involving manipulation of Xbox services. Specifically, our enforcement team has identified the use of unauthorized software, Partyhax, which was employed to alter account details,game saves, or otherwise interact with Xbox services in a manner that contravenes our policies.
  Cheating and unauthorized tampering with accounts and devices not only disrupts the experience for other players, but also diminishes the effort and dedication invested by the community. We are firmly committed to maintaining Xbox Live as a safe, fair, and enjoyable platform for all users. To uphold the integrity of our services, we must enforce our standards and cannot permit such violations.
  For further details regarding our position on cheating and account security, we encourage you to visit our Stay Safe page (******************************************************************). You may also check the duration and specifics of the current suspension by visiting our enforcement website (****************************************************).
  Please note that especially severe or repeated violations of Microsofts Community Standards for Xbox may lead to additional actions,including permanent account suspension or device bans. With this information provided, we will proceed to close this case.

  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23661899
  
  I formally reject Microsoft Corporations recent response regarding the suspension of my Xbox account (Gamertag: SyncCodis).
  
  Microsoft has stated that my account was suspended for Partyhax use and has closed the case. I reject this explanation for the following reasons:
  
  1. No evidence provided Microsoft claims my account used Partyhax, but has not provided any proof, logs, or supporting documentation. Their response is conclusory and lacks transparency.
  
  
  2. Possible account compromise ignored I have consistently reported that my account may have been compromised through phishing or spoofing. On 9 August 2025, I even received a malicious Xbox message from another user implying they were responsible for getting my account suspended. ******************** has not investigated this possibility.
  
  
  3. Failure to consider accessibility and health concerns I specifically requested that my accessibility needs, health issues, and the emotional impact of this suspension be documented and considered. Microsofts response completely ignored this.
  
  
  4. Consumer rights and loss of purchases I have lost access to digital content and services I legally purchased. Microsofts refusal to provide evidence or a genuine review process denies me fair consumer treatment.
  
  
  5. Unfair handling of my case Despite escalations with Microsoft support agents (including **** ****** and ******* and regulator involvement, Microsoft has closed the case unilaterally without proper consideration of the facts.
  
  
  
  For these reasons, I do not accept Microsofts response and request that this matter remain open. I ask that regulators require Microsoft to provide:
  
  Clear evidence supporting their claims;
  
  A genuine review considering the possibility of account compromise; and
  
  Recognition of the accessibility and consumer rights issues at stake.
  
  
  Sincerely,
  ******* Putai
  
  
  

• Initial Complaint

  Date:07/30/2025

  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 was recently banned on xbox with no reason given but using unauthorized software to make changes to your account, game saves, or interact with Xbox services in an unauthorized way. But i hadn't played on that xbox account ( ll zxfil ll) in 2 days. Again i appealed for it too be unban and they state unauthorized software to make changes but i had never use any "software" to change mess with the xbox services

  Business Response

  Date: 08/04/2025

  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: 08/04/2025

   
  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:07/30/2025

  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.

  We recently opened a Microsoft Ads account for our company on July 29, 2025]. Almost immediately, the account was flagged and suspended for egregious policy violations, even though we have fully complied with all requirements.We quickly submitted an appeal and provided all requested verification documents, including business registration information, identification, and proof of operations. Unfortunately, the appeal was denied without a clear explanation, and the account remains suspended.We operate several legitimate e-commerce websites under our main company and spend heavily on advertising. We currently manage a large-scale ad presence on ****** Ads and were seeking to expand our ad reach to Microsoft Ads. This account suspension has completely halted that effort, despite the fact we are a fully verified and established company.We are requesting the following:A clear explanation of the alleged violation and why our appeal was denied A manual review of our business and advertising account Assistance in reinstating the account so we can begin advertising on Microsofts platform We are eager to expand our advertising efforts with Microsoft Ads and are fully willing to comply with all platform policies, but we need proper support and communication to resolve this matter.The account is under *******************************

  Business Response

  Date: 08/05/2025

  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. 
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation