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.
2,326 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:07/28/2025
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 got a permanent suspension on my account for no reason I only play within a small group of friends so I don't talk trash or I'm am no toxic they usually give strikes about 8 this is my first offense which is again I don't know why the decided to permanently suspend my account I have no access this q account is a old one with probably 2000 dollar or more spent on it I tried to appeal but they denied it I just want my account unsuspended please if there anyway you can help
Business Response
Date: 08/05/2025
Dear ***** ******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your banned Xbox account. After reviewing your complaint we notice this suspension only can be lifted for the Xbox enforcement team and they provide us the following information:

After a thorough review, we have determined that this account was banned due to the use of an unauthorized third-party tool. This tool was utilized to spoof game titles, displaying illicit content instead of the actual game being played. As a result, the user's actions directly violated our community guidelines and terms of service.

It is important to note that the third-party tool in question explicitly warns users about the potential consequences, including account suspension. Given this clear violation and the understanding that users were made aware of the risks, we have decided to uphold the suspension.

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/28/2025
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 am an Xbox customer, and have an ********************** live account. I randomly got signed out of this account, and was asked to sign back in. After signing in I was asked to verify my identity to secure my account. I went to do this and was essentially told I was not convincing enough as myself to verify. I then tried to contact Xbox, but there is no number to call. I used their ai chatbot to try and get help, but it just kept asking me to do the same steps I have already completed. All of my games have been purchased digitally on that account, so I cannot play anything at the moment. I just want to be able to talk to ANYBODY to verify I am who I am. Please help me resolve this, as they are impossible to get in actual contact with.
Business Response
Date: 08/04/2025
Dear ***** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ********************************** to 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: 08/04/2025

Complaint: 23664868

I am rejecting this response because:
The steps you told me to take, are the SAME STEPS I have continuously tried to take and have gotten nowhere. I have spent thousands of dollars with you, and cannot access my account. Please provide a good phone number to call, so I can work this out with a human being and not an AI chatbot.
Sincerely,

***** *******
Initial Complaint
Date:07/28/2025
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.
I have spent about two hours trying to get my Microsoft account reinstated after it was discontinued, and I have experienced run arounds to other departments, technical problems on their end, and unclear directions. I have made a good faith effort to get my account reinstated by chatting with two agents and trying online solutions, to no avail. When I said in my chat that I was just tired of microsoft, and that I wanted to cancel my account and asked for my money back (******, charged to my account this morning), I was told that I could no longer access any of the documents on my onedrive if I cancelled. The agent asked if she could call me. I gave my phone number, and did not receive a call. When I tried one more time to reactivate my account by clicking on the button in my email, I again got an error message stating there was a problem on their end and my request could not be completed at this time. So I just gave up. Now they have my ****** and I have no access to the many documents required for my business.
Business Response
Date: 08/04/2025
Dear ****** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
We understand how important access to your documents and account is, and we sincerely apologize for the difficulties you've encountered.Weve reviewed your case and acknowledge that you previously submitted the Account Recovery form. However, in order to proceed with a manual review, we kindly ask that you submit the form once more using the link below:
**********************************
Please try to include any new or additional information that may help validate your ownership of the account. You may submit the form up to two times per day.
Additionally, if you have any previous case numbers or can confirm the Microsoft account email address associated with the affected account, please share that with us so we can better assist you.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/28/2025
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 Woke up this Morning And received a Permanent Suspension Ban From Xbox. I Opened the Gmail it told me I was Permanently Banned but I was Never given any details of why I was Banned. But I think I have been Spam Reported by Bots by Some Guy on Xbox Live and thats what caused my account to be permanently Banned Because days Prior to that I was getting Threats of getting DDOS Or Booted Offline so I think he sent and mass reported Bots to get me Banned over a Match of Rainbow Six Seige. So I am wondering if there is anyway I can get unbanned because this is unacceptable.
Business Response
Date: 08/04/2025
Dear ****** Shorts,

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
Customer Answer
Date: 08/04/2025

Complaint: 23664351

I am rejecting this response because I am Still falsely Permanently Banned on my Xbox account. I did not play or join anyone party prior to the days I got permanently banned so I believe I got mass reported by someone because earlier that day he threaten to Boot my Router while playing a Match of rainbow six siege. My Appealed Got Denied Without any Clear Reason or Evidence. I did not break any rules of Microsoft TOS system and I only had 5 Strikes Due to Previous Bans from things like A Gamerpic is getting a Strike for something that is literally just a Cartoon Character Nothing inappropriate and ********** thats it. So I really hope you guys can figure this Out because I have already submitted an Appeal and it got denied by Ai Automatically. So I hope we can get this issue resolved because I have spent hundreds of Dollars over the Span of 7- 8 Years I have had My account. Please Fix this Microsoft. My Xbox Live Account is llilzaylili. My Microsoft Gmail is **************************

Sincerely,
Zay
Business Response
Date: 08/18/2025
Dear ****** Shortsar,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account suspension.
After review of the suspension associated with GT llIlZaylIlI, we have found that the permanent suspension placed on the account is warranted. The customer has been provided with an explanation for the suspension during their Case Review.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/18/2025

Complaint: 23664351

I am rejecting this response because they explained why but I believe I was hacked or exploited by bots because my account has been hacked in the past.

Sincerely,

****** Shorts
Initial Complaint
Date:07/28/2025
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.
To Whom It May Concern,I am filing this complaint regarding my Microsoft/Xbox account, which I currently cannot access. Although I know the correct password, the system requires me to verify my identity through a phone number or email address that I no longer have access to.I have attempted to recover the account numerous times using the Microsoft Account Recovery Form, but each attempt has been unsuccessful. In my experience, this form is extremely limited and ineffective, with what feels like less than a 2% success rate. It does not provide a reliable way to regain access, especially for long-time users who may no longer have access to old recovery methods.I am asking Microsoft and Xbox Support to assist in recovering my account, offer an alternative method of verification, or allow me to speak with a representative who can help verify my identity another way. At this point, the current recovery system has proven to be ineffective and frustrating. The account information is ******************* Please help me regain access to my account.Sincerely,****** *****
Business Response
Date: 08/04/2025
Dear ****** *****,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

We understand how frustrating it can be to recover access to your Microsoft account. Please note that the account recovery form is the only method available to validate account ownership. Once ownership is successfully verified through this process, we will be able to provide further assistance.

To proceed, please visit the following link and complete the form with as much accurate and detailed information as possible:
**********************************

You may submit the form up to two times per day. We recommend including any information not previously provided to improve the chances of a successful recovery.

Thank you for your understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/09/2025

Complaint: 23663758

I am rejecting this response because: I tried this method many times no luck, its asking for an old number I dont no more, and email address, why couldnt their be an easier option to verify like Id, its very frustrating, I would like to be reconsider with anyone in management or senior to have access to my account, because I have the full phone number, but it got changed, and right password. Or atleast change the email address on the account.
************
**************************** needs to be changed.
Sincerely,

****** *****
Business Response
Date: 08/21/2025
Dear ****** *****,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

We understand how challenging it can be to regain access to your Microsoft account. Please note that the account recovery form is the only available method to verify ownership. Once your identity is successfully confirmed through this process, we will be able to assist you further.

To begin, please visit the following link and complete the form with as much accurate and detailed information as possible:
**********************************

You may submit the form up to two times per day. To improve the chances of a successful recovery, we recommend including any information not previously provided.

Thank you for your understanding.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/21/2025

Complaint: 23663758

I am rejecting this response because: I have a case created for my account issues which is Service Request **********, SIR21693944 I wanted to make sure that it trigger a new security method, heres the message To add a new security contact method to the account, you would need to sign into the account and when you are asked to verify the current security contact method select the option, I don't have access to these. This will start the process of adding a new security contact method to the account. For security purposes it will take 30 days for the new contact method would be usable on the account. This means that you would need to wait the 30 days to use the new contact method to remove the block on the account. which I did but it took me to the account recovery so I want to make sure it, then I will have this case closed. So Im asking bbb to have complaint open until further resolved by Microsoft.

Sincerely,

****** *****
Initial Complaint
Date:07/28/2025
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 Microsoft account was hacked, and I reported the issue to Microsoft Support on June 9, 2025. I submitted the recovery form as instructed, provided proof of ownership (including purchase history screenshots), and was repeatedly told that the case was being escalated to the Account Safety Team. However, despite contacting Microsoft multiple times over nearly 2 months, I received no meaningful follow-up. Eventually, I was told that my account could not be recovered due to changes in the security information. However, Microsoft acknowledged that there was unauthorized access from an unfamiliar IP address. I have signed into my account from the same IP for about 3 years since I moved. I was also told that all my purchases (including Minecraft) were lost and that I would have to repurchase the game on a new account. This is extremely unfair considering the long history I had with the account and the time sensitive effort I made to recover it. I waited patiently and followed all Microsoft support instructions, but I feel the case was mishandled. The repeated delays, lack of communication, and eventual denial without transparency are unacceptable. reinvestigate the case manually, restore access to my account or provide compensation for lost purchases, explain why the Account Safety Team never followed up, despite repeated escalations.
Business Response
Date: 08/04/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
We acknowledge that you previously submitted the Account Recovery form (ACSR) and provided supporting documentation. However, in order to proceed with a manual review, we kindly ask that you submit the form once more using the following link:
**********************************
Please try to include any new or additional information that may help validate your ownership of the account. You may submit the form up to two times per day.
We understand how important your account and purchases are, and we appreciate your continued patience as we work to assist you.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/08/2025

Complaint: 23663534

I am rejecting this response because:
I went to the website that I was told and it said my account did not exist. My name is also not ****** *****, I even stated that the person who compromised my account changed the email of my account. I am not sure if they changed my xbox gamer tag but it should be Tylopac. I also replied to the email I received a few weeks ago that said they could not do anything about it, I asked them if they could escalate this to a manual verification and I never received a reply from them ever since.
Sincerely,

******* **** Grande
Business Response
Date: 08/18/2025
Dear ******* **** Grande,
I hope you're doing well. Id like to sincerely apologize for the earlier message where we mistakenly referred to you by the wrong name.Thank you for your patience and understanding.
Weve confirmed that your gamertag remains unchanged,and we understand how important it is for you to regain access to your account.
To proceed, please fill out the account recovery form one more time at *************************************** form is the only method available to recover access to a suspended account.
Once youve submitted the form, please reply to this email with the contact email address you used in the submission. This will help us track your request and ensure its routed correctly.
If possible, try to include any new or additional information that wasnt provided in previous attempts to help validate ownership.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/18/2025

Complaint: 23663534

I am rejecting this response because:
Hi, every time I try to put my account name, email, phone number it always gives me an error saying The Microsoft account you've entered does not exist. This is the reason I first contacted Microsoft support, since I wasnt able to fill this in, I contacted them and they kept me waiting for almost 2 months until I got a simple answer that could have been said the week of when I first contacted Microsoft support.
Sincerely,

******* **** Grande
Initial Complaint
Date:07/28/2025
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 have canceled my account with ********************, but they are saying I am not canceled. When I attempt to log in, I can't find any active services, yet they have continued to bill me. I let it go on for a while, but ultimately, I put a stop payment on my card for them. I probably did something wrong the first time I attempted to cancel, but it should be resolved by now; it has been over a year!!!!!! I can't find a live person to help me fix it, after spending hours on the phone getting passed around from person to person, and still no progress. I have filled out several forms (well over a dozen - I lost count) on the website and got NO RESPONSE. A couple of months ago, I got a customer satisfaction email, and in every section that had room for notes (and there were several), I wrote something to the effect of "PLEASE HELP ME CANCEL MY ACCOUNT," and that got no response I can see how much they care about their customer. The most annoying thing is that I am still using Microsoft; I just no longer have my own business. They are still making money off me! The email me weekly about payment declined from an email that has a do not reply address. I am at my wits' end. I don't think they care, but I am so mad that I am making the complaint. They have shut down my account for lack of payment but won't relent on the final $6.51 that was the amount that my credit card company denied. My goal is for them to credit the $6.51 and stop sending me invoices.
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
Initial Complaint
Date:07/28/2025
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.
I have been a Microsoft user since 1992, back in the *** and Windows 3.1 days! The changes to the operating system have been generally positive until recently. Microsoft decided to discontinue S3 sleep mode support and to substitute S0 sleep mode, (aka modern standby).S0 is very problematic, using more energy while sleeping than it predecessor, S3. By design, ** uses more power and there are reports of laptops overheating in their bags! For my part, I desire the sleep mode to be low power for energy conservation. In this day and age, devices should be designed to use LESS power, not MORE.I plead with Microsoft to bring back the option of S3, which works perfectly. Very low power, no overheating, quick recovery into active state. Microsoft doesn't need to abandon S0 mode, but rather allow users to use S3. I understand this will require Microsoft to coordinate the fix with BIOS manufacturers.
Business Response
Date: 08/04/2025
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:07/28/2025
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.
I have over 600 reward points that did not post to my account despite following the offer's terms and conditions. I've opened many service requests for this issue. Each time I do, Microsoft answers by asking for a screenshot, which I send, but there is no more communication or response.
Business Response
Date: 08/06/2025
Dear **** *******,

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

We want to inform you that the Microsoft Rewards support team has determined that the restriction on your account might be related to unusual activity detected on your account. Please note that this activity is reported automatically by the system whenever it recognizes some unwanted activity on the account.
If the system detects that the account activities are not being conducted in good faith or appear to be automated, it may flag your account for unusual activity, which might affect your ability to redeem rewards. Please be assured that these account restrictions are temporary and can be lifted if the system observes consistent, good behavior over time.

Since this is not a manually enforced action but an automatic system response, we are unable to take further actions to remove any restrictions on the account at this time. However, we strongly recommend following the provided guide to improve your account standing and have these restrictions lifted: **************************************************************************************************************************************************

With this information provided, we will go ahead and close this case simply as a matter of housekeeping. Thank you for your understanding and patience while we tried to resolve this issue, and thank you for being a member of the Microsoft Community!

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/07/2025

Complaint: 23662813

I am rejecting this response because:
This doesn't answer my inquiry nor explain why certain activates aren't marked completed even though I fully complete them.

Sincerely,

**** *******
Initial Complaint
Date:07/28/2025
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 of over 12 years has been hacked then resulting in it getting banned and they wont help me get my account back. Ive spent thousands on this account to lose it to some random guy online. I need help getting it back.Xbox gamertag: Deadpool3726 Xbox Email: ************************
Business Response
Date: 08/01/2025
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: 08/05/2025

Complaint: 23662389

I am rejecting this response because:
Thank you for your previous response regarding my Xbox account (Gamertag: *************.

Im following up because Ive discovered that a ban appeal was submitted on my behalf but I never submitted any appeal myself. This was done without my knowledge or consent, and I strongly believe the person who compromised my account is responsible. This unauthorized appeal now prevents me from using the proper channels to dispute the ban, making it extremely difficult to resolve this situation legitimately. It clearly shows malicious intent to both misuse my account and block me from recovering it.

While I was out of the country this past week due to a family members passing, my account was accessed without permission. The individual responsible also added a suspicious website, *************, to my Xbox profile bio. I want to make it absolutely clear that I did not visit, promote, or authorize anything involving this site. I have always respected Xboxs rules and have had little to no enforcement history over my many years as a user.

I have since researched ************* through online forums and found that it allows bad actors to steal Xbox accounts simply by being in a party with their target. They dont need login credentials just party access. This is a serious vulnerability and an active threat to the Xbox community. The site is enabling large-scale compromises and is directly responsible for my account being stolen. I urge Xbox to investigate this site and take action, as it is harming countless users.

This account represents over a decade of gaming and thousands of dollars in purchases. I had two-factor authentication and security settings in place, and I still ended up a victim. Its devastating to return home and find my account banned for actions I did not commit.

Im respectfully requesting a thorough investigation into this breach and asking that the ban be lifted or reconsidered, as I was not in control of the account during the violations.

Please let me know what steps I can take to verify my identity and ownership so we can begin recovering the account.

Thank you for your time and attention.

Best regards,
**** ********
************
***********************************

Sincerely,

**** ********
Business Response
Date: 08/18/2025
Dear **** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.
Following a thorough investigation into the account associated with Gamertag Deadpool3726 and the details you provided, our Xbox team has confirmed that the suspension applied to the account is valid and we are maintaining on the same resolution and information provided through the service request **********, please note, all the factors, and information provided were reviewed and the decision shared is final.
Please note that, due to privacy and security policies, we are unable to disclose further details regarding the suspension through this communication channel. However, we encourage you to visit the official How to submit a case review | Xbox Support for more information and to explore available options.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/18/2025

Complaint: 23662389

I am rejecting this response because:
Rebuttal to Microsofts Response Case Regarding Xbox Account Suspension (Gamertag: Deadpool3726)
I am writing to respectfully dispute Microsofts response regarding the suspension of my Xbox account (Gamertag: *************. While Microsoft has stated that their decision is final, I strongly believe that my case has not been properly reviewed, nor have I been provided with transparency or a fair opportunity to resolve this matter.

1. Lack of Transparency
Microsoft has refused to disclose any specific information about what allegedly led to the permanent suspension of my account. Without evidence or even a clear explanation, I am left with no ability to properly defend myself about my account compromising. This lack of transparency prevents consumers from knowing what rule was broken or how to correctly claim that I am now in charge of my account and that said hacker/compromiser no longer has access.

2. Case Review Already Exhausted Without My Consent
The enforcement system only allows for a single case review. In my situation, my only appeal opportunity was used without my knowledge or permission, which I believe was due to unauthorized access to my account. As a result, I have been denied my right to a fair and genuine case review process.

3. Financial Loss
I have invested significant money into this account, including digital games, subscriptions, and content purchased through Microsofts marketplace. The sudden and permanent suspension has locked me out of this purchased content with no recourse, representing a major financial loss as a paying customer.
4. Ongoing Escalations
In addition to filing this BBB complaint, I have also submitted formal grievances to the *********************************** (****) and the ************************ (***) regarding Microsofts enforcement practices. These agencies were contacted because of the lack of due process and consumer protection involved in this case. I am also prepared to pursue this matter further with state consumer protection offices if necessary.

4. Need for Higher-Level Review
Given these concerns, I am requesting that this case be escalated beyond the automated enforcement system to a higher-level executive or consumer relations team within Microsoft who can properly investigate the situation. At minimum, I ask that Microsoft provide:

A detailed explanation of the alleged violation.
Evidence supporting the enforcement action.
A genuine opportunity for me to appeal the decision, since my initial case review was not submitted by me as my account was not in my control.

Conclusion
I respectfully request the BBBs assistance in urging Microsoft to provide fair treatment, transparency, and a legitimate review of my case. I am not seeking special treatmentonly a fair chance to defend my account, ************************ access to my purchases, and continue being a loyal customer of the ********************** platform.

Thank you for your time and assistance.

Sincerely,

**** ********
Business Response
Date: 08/26/2025
Dear **** ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.
We would like to confirm that the reason for the suspension has already been communicated to you through the appeal case submitted via the official channel. Please note that we are unable to provide any additional information beyond what has already been shared.
Furthermore, we have escalated the matter to our Xbox Enforcement Team. After a thorough review, they have confirmed that the outcome is accurate, and the decision will remain in effect.
Thank you for your understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/26/2025
I am writing in regard to my ongoing complaint with Microsoft Xbox.
At this point, I feel that my situation has not been thoroughly reviewed by anyone with the proper level of authority or decision-making power at Microsoft. My concern is that my case may have only been addressed at a surface level, without meaningful consideration of the evidence and circumstances I have provided.

For this reason, I respectfully request that my complaint be escalated to a higher-level or executive member within Microsoft who has the ability to take a closer, more impactful look at my case. I believe this step is necessary to ensure that my concerns are taken seriously and handled fairly.

Thank you again for your time and assistance. I greatly appreciate your continued support in helping me resolve this matter.

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

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