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

4,016 total complaints in the last 3 years.
1,634 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:09/28/2023
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.
We terminated our ******* Service Provider of six months in July of this year and paid them in full for services rendered. The provider is refusing to return administrative access to us despite being terminated. We, a nonprofit 501 (c) (3) charity organization, continue to pay for our Microsoft 365 **************** each month and are the rightful owners of the tenant and related Microsoft account. As the owner of the account and ******* paying customer of ******************** we reached out to Microsoft for assistance, following the directions listed in a post on their support forums. We called ************ multiple times and finally got a live person to assist us. We opened ticket number ******** on September 25, 2023, and had to call Microsoft back multiple times as our calls were not being returned. Once reached, Microsoft's Data Protection Team advised us that because this provider is a partner of Microsoft they will not intervene and return our access to our account. The representative indicated we must call the partner and get access returned to us. The person we spoke with refused to allow us to appeal his decision and noted there was no opportunity to speak with a supervisor to reclaim our account without speaking to the current Global Administrator. We have spoken with and terminated the Partner/Global Administrator, and they refuse to return control to us despite being paid for services rendered. They are holding our account hostage.As the PAYING CUSTOMER we should be able to reclaim access to an account that is being held hostage by an unscrupulous entity. We are unable to manage our account and our business is being handicapped by a malicious entity. Is Microsoft endorsing cyber criminals over loyal paying customers?
Business Response
Date: 10/03/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account access issues. 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: 10/03/2023

Complaint: 20671107

I am rejecting this response because:
Microsoft noted they would contact us directly about this complaint and then almost immediately sent us a direct email noting the case was closed. There was no explanation or attempt to contact us outside of that. We have not heard from Microsoft as promised in their response to the Better Business Bureau.

Sincerely,

*********************
Business Response
Date: 10/13/2023
Dear *********************,

Thank you for contacting Microsoft via the Better Business Bureau, the case original case was transferred to another team, that is why a closed case email was received, this issue has not been forgotten, however we have created a new case for you case number **********.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/25/2023
Hello,
This case has not had any response from Microsoft. They are just providing lip service saying that the issue is being worked on. The BBB simply wants to close this case because Microsoft said they were working on it? There is no follow though actually taking place. We just keep rejecting the proposed solution because Microsoft isn't doing anything and now the BBB closed the case? Not good.
Business Response
Date: 11/17/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, we will investigate this issue internally with multiple teams, we will also open a case on your behalf with the right team, they will provide you a case number.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/27/2023

Complaint: 20671107

I am rejecting this response because Microsoft has not responded to any of our requests for support, nor have they followed through on the existing requests as promised.

Sincerely,

*********************
Business Response
Date: 12/15/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We have checked the escalation, there is record that the agent tried to contact you on November and had no response from you thus they closed the case, please check your inbox and reply to their email.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 12/18/2023

Complaint: 20671107

I am rejecting this response because: We have never received a phone call or email from Microsoft about this issue., excluding an automated response that said a ticket had been opened. Microsoft is extremely slow to respond to requests for support and has not provided us with any service on this particular issue. The continued responses from Microsoft are not helpful as they continue to overlook the problem.

Sincerely,

*********************
Business Response
Date: 12/20/2023
Dear *********************,

Thank you for contacting Microsoft Corporation, we are very sorry of the inconveniences you have experienced during this escalation, could you please confirm if the contact information you submitted to BBB is correct, so we can open a new case with the correct information.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 01/04/2024

Complaint: 20671107

I am rejecting this response because:
We have not received a telephone call or correspondence from Microsoft on this matter since this complaint was opened with the BBB. We would like Microsoft to open a new ticket as they have offered in their last reply to the BBB. I may be reached at either ************ or on my mobile phone at ************. We are very disappointed that Microsoft is not taking this complaint seriously. This complaint was opened on September 28, 2023 which is over three months ago. As a long term paying customer of ******************** we expect that our customer service issue be addressed and given the attention and effort that is warranted.

Sincerely,

*********************
Business Response
Date: 01/26/2024
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right, A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.

Microsoft Corporation
Customer Answer
Date: 01/31/2024

Complaint: 20671107

I am rejecting this response because: We are in communication with Microsoft; however, their response to our request indicates that they have not read the complaint filed with the BBB and have asked that we re-create a ticket. As this may be more of the same response we have seen from Microsoft we do not accept this issue are being resolved or acceptable.

Sincerely,

*********************
Business Response
Date: 02/08/2024
Dear *********************,
We have given all the information youve provided via the BBB to our agent, this for them to be able to solve your issue, please keep in communication with our agent until the issue has been solved.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 02/15/2024

Complaint: 20671107

I am rejecting this response because: we have responded to the agent and provided all of the information requested. No response or follow up has occurred.

Sincerely,

*********************
Business Response
Date: 02/23/2024
Dear *********************,

Thank you for informing this information to us, we will contact the agent for them to contact you back,please watch your inbox for new email.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/28/2023
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.
To whom it may concern:I am a retire ****************** and I am writing this report to inform that I was a victim of stolen Identity. (e-mail address as well other personal information)On September 25, 20**, a subject hacked my personal e-mail account *************************************** and change the password. I get a notification of the bridge and went to the account and change the setting again. I noticed at that time that also my second e-mail address that I use to verify accounts was also hacked ****************** Immediately, I also try to recover the e-mail. Unfortunately, the subject was able to block me on both account and I could not recover anymore any of the two accounts. The e-mail address was still open on my personal tablet, and I was able to see the account he was trying to access. He try to change the password on two of my bank accounts, E-Bay, and other account. He also create an account in ************ I was able to contact the banks and change password and place a hold in the accounts. Also was able to reverse E-Bay information, as well ************ I have been all day accessing all my account that use the e-mail and update with new e-mail address. Unfortunately, contact Microsoft has been a night mare. I have been unable to recover the account or closed. Still trying. During one of the access to the e-mail I was able to copy some of the subject information (IP address, e-mail used to change my and a phone number. (see enclose documentation). I file a police report with Lee ************************* case #**-802679.
Business Response
Date: 10/03/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your hacked account incident.

We are sorry to hear that.
A senior member of our Microsoft account team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/31/2023
Please, be advised that I was outside the country since 10/02/2023 and arrived back on 10/23/2023. I only received one e-mail from Microsoft, and I replay to them that I was out of the country, BUT the replay came back. Microsoft e-mails DO NOT ACCEPT REPLY.

I Still have the same problem, unable to change or delete my Microsoft account. Please, I will appreciate if BBB can contact back Microsoft and request, they contact me again at *************************** or ***************.

Like I said, I only receive one e-mail they will contact me and no other follow up.

Thank you
***********************
Business Response
Date: 11/01/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your hacked account incident.

Based on your case number ********** we have contacted the owner of the case and suggested to get back to you as soon as possible to see if we can help you recover the account.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/10/2023
Microsoft contacted me via e-mail in regard BBB complain and problem with my hack e-mail address as well Microsoft account. ******************** did NOT provide any phone number for a human-to-human contact to solve problem. The only help Microsoft provide was a link to an APP to try to recover the e-mail address. The app is a nightmare. You will need to remember to whom you send an e-mail and the exact word you used. They DO NOT PROVIDE any other way to solve the problem. Poor customer service, poor ways to recover and or change my e-mail address. From over 40 different account using ******************** e-mail address, the ONLY one I was NOT able to solve the problem, was Microsoft Account. So, the last option they gave me was to reset my computer to the original set up and lost everything in the computer.
Unfortunately, Microsoft have a Monopoly with the operating system otherwise I will not use Microsoft.   I will NOT recommend at all Microsoft due to the lack of customer service. I will NOT recommend the use of the ONEDRIVE *** save any information there, in case your e-mail and account has been hacked and you are totally block of your account.
Initial Complaint
Date:09/28/2023
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.
On September 27 2023, I attempted to log onto my xbox to play some games with my father and was met with an account and console suspension which is permanent. When trying to appeal the suspension I was met with an email very quickly afterward that gave me a vague list of reasons on what I could've done to warrant the suspension, however, I cannot recall doing anything to violate the terms. The account has sentimental value as it's an account my father made for me when I was a child, and I have a large amount of time and money on the account, If nothing else I just want the account back, I can always buy another console. I have reached out to more than one email address and have been ignored. It's very depressing to think I've lost all the time, memories, and money I have put into the account.
Business Response
Date: 10/03/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your XBOX account suspension.After reviewing your complaint, we proceeded to check your account. Upon checking, we didnt find any recent enforcement action applied to your account.We also confirmed theres some recent activity on your account. Please confirm to us if you have access to your account.

We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/03/2023

Complaint: 20669376

I am rejecting this response because: If you ran this email through your system, it will show a different account than the one I am speaking to you about, this email is linked to an account I made for my sister to play on, the email linked to the account I am speaking of is: ******************************** if this is the account you are speaking of then I do have access to it but it is still banned from accessing the Xbox network and the console I've purchased is as well

Sincerely,

*************************
Initial Complaint
Date:09/27/2023
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.
I was permanently banned for absolutely no reason and as of current events microsoft has done nothing to solve this. *** spent 100s of dollars on this account and would like to be unbanned
Business Response
Date: 10/02/2023
Dear ***********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Banned account. We understand your frustration about the current issue, Please contact our enforcement team through this link enforcement.xbox.com. Please feel free to reach back to us via the Better Business Bureau.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/27/2023
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.
Xbox has a ******************** that is complete and total garbage and is broken. Things have gotten worse with the release of "Starfield" to the point where the service and game are UNPLAYABLE due to CTD's, glitching, disconnects, etc. It has has extreme pixelation, sounds issues, and screen tearing. I have contacted the call center MULTIPLE times and have been told by clueless techs that the issues are with the DEVELOPER and not Xbox. Developers DO NOT run the servers the games are on and Xbox does so it makes it and Xbox issue.I am respectfully demanding a refund of the monthly Ultimate membership fee for the past year due to the fact that Im paying for a service I cannot properly use, which is fraud and also under the fact its a deceptive business practice to advertise a service that DOES NOT work and charge players for it.Also the service has been in BETA for over 3 years now and its not in a beta condition. It might be iota or lambda due to it being so broken and unusable. It needs to either fixed completely or the service needs to go away.
Business Response
Date: 10/02/2023

Hi ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau your Xbox game issues.
We are sorry to hear that.
Would you be so kind to let us know the name of the game and that way to create whether a technical case for you or and if applicable to provide with a refund for the defective game.
We will wait for your response.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/02/2023

Complaint: 20666737

I am rejecting this response because:
They have known about this issue for 3 years, since the cloud service first came out and have done NOTHING to improve said service thats why its still in Beta mode.
The game in question is Starfield but playing ANY game thru the cloud service is virtually unplayable and they expect us to upgrade to the series S or X and many cant afford it so we play with what we have.
Those of us that have the One X or below are NO less important than the new console users and it comes off as disrespectful and discriminatory to us that you cater to those that have the new console.
On the aforementioned grounds is why Im seeking a COMPLETE refund of my Xbox Live membership fees due to fraud, misrepresentation, deceptive business practices, gross negligence, dishonest practices and discrimination towards myself and the rest of us.

Sincerely,

***********************
Business Response
Date: 10/05/2023

Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your cloud gaming issues

We are sorry to hear that.

After reviewing further, the situation the cloud gaming service is not compatible with the older versions but with the newer ones.

We know this is not what you are looking for, however based on the updates and new versions some programs and devices are no longer supported.
We recommend you get the newest Xbox version when you can and have the opportunity and continue enjoying Xbox games.

If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20666737

I am rejecting this response because:
If thats the case, then your company is engaging in fraudulent and deceptive business practices. At NO point did you market it as solely as a new gen service. You even went as far as saying those of us with One Xs were able to use it.
I cannot and will not accept that lame excuse so you can rip off the rest of us and say its not made for non Series whatever consoles and if its NOT compatible with my One X, why the c*** do I have access to it?. That is yet another reason why that excuse doesnt fly.
I really dont want to have to take Xbox to court but you are leaving me little choice. If this does go to court, theres a very high chance it will cost your company more money than what Im asking for, and what Im asking for is not unreasonable.
Think long and hard about your next reply. It will dictate my next actions.

Sincerely,

***********************
Business Response
Date: 10/17/2023
Hi ****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your cloud gaming issues

We understand your disapproval.

As mentioned previously, after reviewing further, the situation the cloud gaming service is not compatible with the older versions but with the newer ones.

We know this is not what you are looking for, however based on the updates and new versions some programs and devices are no longer supported.
We recommend you get the newest Xbox version when you can and have the opportunity and continue enjoying Xbox games.

If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 10/18/2023

Complaint: 20666737

I am rejecting this response because:
If that is the case then you are engaging in fraud to those of us that do not have the new consoles and acting grossly discriminatory towards us as well.
You need to remove access for lesser console owners because there are others out there that are far more ****** off than I am and I found an article online from ******************* your companies own words that the cloud was for ALL console owners to enjoy next gen ***** for those that couldnt afford new ones.
Shall I file a lawsuit against Xbox and Microsoft based on that statement?Im fairly sure courts here in ** would rule in my favor just on that one statement alone.
If you think Im bluffing, please feel free to call it. Ive already contacted my attorney.

Sincerely,

***********************
Initial Complaint
Date:09/27/2023
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.
Our SharePoint site got deleted by Microsoft's system for no obvious reason. We have opened a ticket with their support (TrackingID#****************) and got connected to this agent named ****************** He was providing very vague replies with no effort, outside our timezone, so we asked for a more helpful agent in the same timezone as ours.We then got connected to ****** K, who was just a nightmare. Not only did ****** not bother reading any of the past conversations or the logs that I have already provided (which clearly state that Microsoft's system deleted our SharePoint site with no obvious reason), but when I questioned why he wasn't looking at the logs, he simply refused to provide any support by pasting: "I understand your query, but as we are from the front-line support team, which primarily covers break-fix issues while using Microsoft 365 apps. We are not doing root cause analysis. Please check this link for a better idea - Support limitations for issues with Microsoft 365 Apps for enterprise or Microsoft 365 Apps for business - Microsoft Support."I would like to make it very clear that both ******* and ****** have done absolutely nothing. They didn't even fix anything - we did it ourselves by restoring the deleted SharePoint site. However, we cannot just keep restoring randomly deleted SharePoint sites every x days like this. We need to know exactly why and how Microsoft's system deleted our SharePoint site.Again, I have provided a log to the TrackingID#****************. Another phone representative that I talked to said that's everything they would need to find out why their system decided to delete our SharePoint site, so I require explanations.
Business Response
Date: 10/02/2023
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your SharePoint 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: 10/02/2023

Complaint: 20666596

I am rejecting this response because:

I provided two logs they have requested and ****** just replied couple minutes ago and stated below. I gave my number so that they can call and am waiting. we do need to know why our sharepoint site got deleted so that we can prevent it from happening.

"Hello ****,

Thank you for the email and update,

Thank you for sharing the file with us again but unfortunately the SharePoint deleted data is not showing in this file due to which we are unable to check further ahead.

Is it possible for you to get on a call with us , so we can do one quick screensharing session and check your details further ahead.

If you have any questions or concerns ,please let me know.

Regards,
******,
Microsoft 365 Support Ambassador
My working hours : Monday to Friday 12:00 PM - 09:00 PM EST
"

Sincerely,

***************
Business Response
Date: 10/05/2023
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, please continue to work with our agent until you have reach a resolution for your issue, and your questions has been answered as they are the team that can provide you with this information.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 10/12/2023

Complaint: 20666596

I am rejecting this response because:

****** K said on 10/10/2023 via email: "The logs which were shared by you showed us the only deletion update for September as 'AAD to sync' other than this no more details were present in the ************************************************************************************************************* September month. Unfortunately, there are no further details regarding your case as our team have shared the update as per the logs which was shared to us from your account."
he is basically telling us to go away because he doesn't know why it happened. I thought i contacted Microsoft support.

Sincerely,

***************
Business Response
Date: 10/20/2023
Dear ***************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, We have investigated the issue and the agent did disclose the information found on the logs of the account, they have tried to recover the SharePoint/logs,unfortunately as the SharePoint was deleted without record it the recovery may be harder. We sincerely apologize for the inconvenience, keep in communication with the agent.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:09/27/2023
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 cannot access my account because of something, I am not sure what it is but,I cannot play my favorite games nor can I log into my email, I am 19 years old and do not have time for the ****
Business Response
Date: 10/02/2023
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/27/2023
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 am unable to purchase any content through the Xbox console. I keep getting an error message with codes and to contact Microsoft support. Ive contacted Microsoft Customer support numerous times, created tickets about the issue, and they say theyve resolved the issue on their end and close the ticket without confirming the issue is actually resolved. I called again this morning to see if I could speak to someone in their escalation department and they said they only communicate via email. I verified that they can see Ive tried multiple times responding to the email with no response. At this point, I have a console worth over $500 that I cant buy new games or other content. Im not sure what other recourse I had and thats why I wanted to contact the BBB. Hoping you can assist with the matter.
Business Response
Date: 10/02/2023
Dear *******************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance.We have contacted a senior member of our technical support 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:09/27/2023
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.
It stared around April 2018 when I was lifetime suspended from my Xbox account for using the name Rockstar Developer. My gamertag was WhyteWolf78 and I was a volunteer Beta Tester and Developer for Xbox as well as Microsoft and didn't get any warning to change my name or any chance to change it. A few days later I was contacted online by a person claiming to be a Xbox Enforcement Staff member who would Unban my account for $25. Long story short 8 refused to pay and over the last several years I have been harassed constantly by Xbox Ambassadors and Xbox Enforcement Staff because nobody believed me although I have plenty of evidence proving everything I said was facts. Xbox claimed that Bec Rockstar North Games is a game Developer that me using the name Rockstar Developer was staff impersonating and I lost my whole account. Years of gaming and $$ invested and was given no refund or access to any of my content. I have been posting about this consistently on ******* for the past few years and I have proven the people involved are still working as Xbox Ambassadors even though they have been lifetime suspended on ******* for their actions which is a violation of the Xbox Ambassadors program and should have suspended them as well. Staff admitted to me of knowing what happened to my account and no matter what or who I talked to I was ignored and it's not right. I literally have All kinds of digital records on this .
Business Response
Date: 10/02/2023
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 **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:09/26/2023
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 bought and activated Microsoft 365 Personal, which allows the use of personalize domain. I have paid for 4 years in advance and bought 5th year key (waiting to apply it) essentially buying 5 years of service prepaid. Everything seems to be working but I cannot change my primary alias/default from to address. This is something that is allowed and built into Outlook (****************************************************************************************************************************************). I have tried contacting support many times and it's literally useless nothing gets done, just waste of hours and hours of my time. I have a case (**********) opened for this and they are just basically giving me the run arounds. I have provided all sorts of information they asked. They asked me to provide a screenshot of the unique ID, which when I try to doesn't work. Instead of fixing the issue they just started to ignore my responses and requests. I have attached the screenshot of the error I am getting. All I want to do is change my primary/default alias (from to address) from ************************* to ***************** on this account. Everything is linked just keep getting an error which I have attached. If you can do this for me would greatly appreciate it.
Business Response
Date: 10/02/2023

Hi ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau, regarding your alias update issues.
We are sorry to hear that.  A senior member of our Microsoft account team will investigate this matter and contact you directly to work toward a resolution. Your new case number is **********.
Sincerely,
Microsoft Corporation

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