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

• 

  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

• 

  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:10/14/2025

  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 placed an order with Microsofts design lab for a controller, said controller had been stuck under processing and I cant get a hold of anyone about it. I have been waiting over 4 weeks for it to still just be on processing and its not possible to get a refund for the purchase. I just want my product.

  Business Response

  Date: 10/23/2025

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

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your customized controller.

  Our records indicate that your order was completed, which means it should have been delivered by now. Please note that the order was placed on September 17, 2025, and production can take up to one month as the item is manufactured in ******

  If you still require assistance, we recommend visiting ************************************************ to connect with our chat support team for further help.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/14/2025

  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.

  Unable to obtain support for paid Microsoft subscription. The ******** team doesn't understand the problem, or how to help me, and instead mentions other potential issues which are totally unrelated. Correspondence and screen recordings attached. I believe this is a problem related to a previous Business OneDrive/Office 365 account, but don't know how to address. All links are being shared with a strange @*********** address.

  Business Response

  Date: 10/17/2025

  Dear ***** ********,  
  

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Your Microsoft 365 subscription/Outlook issue. After reviewing your complaint and recent service request SR **********. we see that our Tier 3 advocate Utkarsha has been working with you on this issue. 

  Your complaint has been raised, and the agent is waiting for your reply on the last email they sent you to assist you further.
  
   We will monitor your support case through resolution.  
  
  Sincerely,  
  Microsoft Corporation 

• Initial Complaint

  Date:10/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Mac computer crashed had to have a new hard drive installed. everything bu tMICROSOFT office is running. I purchased a product fro Microsoft that will not run on my computer trying to get help.I had 3 different people call me but I CAN NOT UNDERSTAND INDIAN ENGLISH. I need a real America to talk to.I spent $125 for a program that will not run on my computer and can not get refund.

  Business Response

  Date: 10/23/2025

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

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

  
  We sincerely apologize for any inconvenience youve experienced. If you are having difficulty with our support, you can also reach us via chat support for faster assistance.

  
  Our business support team is actively working on your case, and we kindly ask for your patience while they resolve the issue. In the meantime, you can visit ************************************************ to connect with an agent through chat.

  
  Thank you for your understanding and for giving us the opportunity to assist you.
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/24/2025

   
  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:10/13/2025

  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 cannot access my account and I placed a ticket with technical support two weeks ago and I still do not have a resolution. It was nearly impossible to open the ticket in the first place as the barriers placed by Microsoft through their automated telephone system are harmful to the consumer. Once I got a ticket open it took a week and a half to be contacted and now they are saying I never purchased a domain from them. I submitted invoices showing I did in fact purchase the domain from them. I spoke with a supervisor this afternoon but no one I speak with has any authority to do anything. All they have to do is look into my account and see the owner of the account is **************************** and they have already verified my information. It is a vicious circle with no end in sight and I now understand why ****** Business is recommended over Microsoft.Microsoft is holding my business account captive and not allowing me access for the very thing I have paid money for. My Microsoft Case# is **************** Receipts attached - I did not receive a receipt for the domain name purchase as they likely sent it to the very email I can no longer access.

  Business Response

  Date: 10/22/2025

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

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

  
  We can confirm that our Business Support team is actively working on your case. At this time, we recommend allowing them to complete their investigation and resolve the issue.

  
  Please rest assured that we will continue to monitor your complaint closely until a resolution is reached.

  
  Thank you for your patience and understanding.
  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/13/2025

  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.

  On April 13, 2024, I received an email from Microsoft notifying me that my Xbox Game Pass subscription renewal was unsuccessful. This was expected, as I had intentionally chosen not to renew the service. However, on October 3, 2025, I received another email stating that the price of my subscription was changing. This surprised me, so I checked my bank account and discovered that I had been charged monthly for many months. I have no record of renewing the subscription, no confirmation emails, and no receipts for these charges. I also do not understand how Microsoft obtained updated card information.I attempted to contact Microsoft today, but it has proven impossible to reach a live customer service representative. Every phone number I called ultimately directed me to visit *********************************************************, where the only available support option is an AI assistant. The assistant does not connect you to a billing representative, and when prompted for refund or dispute assistance, it redirects to ************************************************************. That page does not display Game Pass charges, and even when following prompts for a Game Pass refund, I am taken to a page with no option to dispute charges.I simply want to discuss how my subscription was renewed. If it was renewed through an error on my part, I will accept the charges; however, if not, I would like to request a refund. Microsofts customer service system has made it effectively impossible to reach a representative, creating a frustrating loop of automated responses. After my initial call from my cell phone, subsequent calls automatically responded with website information and disconnected, preventing me from making new prompts through their customer service line.I am seeking a possible refund of $332.68, representing the charges I can see on my bank statement from July 2024 onward. If possible, I would also like to request a review and potential refund of any charges between April 2024 (when the renewal was supposedly canceled) and June 2024.

  Business Response

  Date: 10/13/2025

  
  Dear ****** ***********,   
  
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding charges from Microsoft. 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 **********.  
  
  Your case has been assigned to an advocate. They will reach out to you within the next ***** hours. We will monitor the support case through resolution.  
   
  Sincerely, 

  Microsoft Corporation 

  
  

  Customer Answer

  Date: 10/13/2025

   
  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:10/13/2025

  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.

  Microsoft permanently suspended my Xbox Live account on 9/18/2025 that I've maintained since 2015/2016. I've been locked out of nearly a decade of digital game purchases, subscriptions, and gaming progress.Microsoft claims I used "unauthorized software to manipulate Xbox services." This is completely false. I have never used any cheating tools, mod menus, save editors, or unauthorized software.The only unusual activity is legitimate Home Xbox game sharing with my mother in the same household - an officially supported Microsoft feature for families. We sometimes have both accounts signed in simultaneously for game sharing. I believe automated systems incorrectly flagged this as suspicious.Microsoft refuses to provide any specific evidence including what software was allegedly used, when the violation occurred, or what was modified on my account. I've received only generic template responses that don't address my detailed explanations.There appears to be no human review - all responses are automated form letters. I received no warnings before this permanent ban despite having 0 strikes and a 10-year clean enforcement record. Microsoft won't specify what actually triggered the ban.I've submitted multiple detailed appeals explaining my legitimate Home Xbox sharing usage and requesting specific evidence of the alleged violation. Every response has been a vague form letter refusing to provide details or conduct genuine human review of my account activity.If I were actually cheating, why would I maintain a clean record for 10 years? Why invest over $1,000 in digital content if planning to violate terms? The logical explanation is automated systems misidentified legitimate family sharing as cheating.I'm a legitimate customer wrongfully banned by automated systems. Microsoft won't provide evidence because none exists. I respectfully request BBB's assistance.

  Business Response

  Date: 10/13/2025

  Dear Gemini,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account. 

  Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live. 
  
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. 

  For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation. 
  
  You can review the full Terms of Use at: ***************************************************************

  You can review our Microsoft Services Agreement here: **************************************************************

  You can review our Code of Conduct at: ***************************************************************

  For additional information regarding your ban or to file a case review, please visit **********************************************.

  After signing in to ******************************************************** the account that received the suspension (or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website and see your active and completed suspensions. There is a drop down labeled Reason for actionthat you can click to see the exact text that resulted in the suspension. If non-text content was part of the violation, you will see a message that says This action occurred due to infringing image,audio, or other multimedia content in sent messages.

  No refunds will be provided as outlined by our services agreement.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:10/13/2025

  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.

  10/13/25 Issue: Account hijacking, ongoing unauthorized charges, and lack of written acknowledgment after internal submissions.Summary:I am reporting two hijacked Microsoft ****************************** and ************************ since September 11 resulting in continued unauthorized charges. I submitted complete evidence packets to Microsoft (Service Incident References *** ******** and ********) and sent a formal demand letter on October 8, 2025; as of today there has been no written acknowledgment.Proof of ownership and history are attached (ID, billing screenshots, subscription/license information, cross-linked addresses). Since the compromise, there have been unauthorized Xbox/Microsoft Store charges of $586.74 including: Unauthorized Charges:Date:AccountAmount 9/13/25Xbox$55.04 9/13/25Xbox$55.04 9/16/25Xbox$55.04 9/23/25Xbox$110.09 9/23/25Xbox$110.09 10/1/2025Xbox$55.04 10/1/2025Store$14.30 10/2//2025Xbox$55.04 10/2/2025Xbox$55.04 10/2/2025Store$22.02 The attacker also removed my Microsoft 365 subscription from my billing profile; my license ID is: ***************************-************************************-*******************************. This was last charged on August 28th.Requested resolution:1.Restore full access to both accounts (including mailbox and ************* reattachment/rollback as appropriate).2.Refund all unauthorized Microsoft/Xbox/Microsoft Store transactions tied to the hijacked ***************** a case owner and provide a written acknowledgment and timeline.Note: A separate $3,000 loss to impostor Microsoft support phone numbers is being handled with my bank and reported to FTC/BBB Scam Tracker; I am not asking Microsoft to reimburse that here. I am seeking restoration and refunds only for charges run through my Microsoft accounts.Preferred contact: ***** ***** Email: ************************************* Phone: **************

  Business Response

  Date: 10/22/2025

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

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

  Please visit ********************************** to provide the 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 ensure you provide details that were not previously submitted.

  Additionally, please complete the account recovery form for both affected accounts and contact your bank to dispute the unauthorized charges.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 24008141
  
  I am rejecting this response because:

  The attacker controls 2FA, we cannot complete the automated recovery form. Please initiate a non-2FA identity verification (photo ID + billing history + prior login metadata) and assign an Executive Customer Relations case owner. We consent to a one-time outbound call or email to our alternate contact for identity verification.  We have tried several escalations including 

  For ********************************* ** ******** ? re-escalated to *** ********., reescaluated to ***  ******** :

  For *****************************  Originally ** ******** ? re-escalated to *** ******** reescalated to *** 21966667.

  Sincerely,
  
  ***** And ********* (*****) *****

• Initial Complaint

  Date:10/13/2025

  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 Rewards member for over 7 years, and I have had a Microsoft account for many more years than that. I have not had any issues with Microsoft Rewards in those 7 years except in the last 6 months. It started in July when a "cooldown" period was introduced. This is odd considering Microsoft Rewards already has a limit of 330 points per day. Ticket # ********** is where I learned of this after getting messages in my Bing app regarding suspicious activity. So I abided by these new terms, but then this month, I have not been able to redeem any points AT ALL. Starting on October 6, I am completely blocked from any redeeming due to my account being suspended for "unusual activity." I filed a ticket ***********) where the agent said: You have not engaged in any unusual activity and have used the app in the same manner for years. We appreciate your loyalty and the way you have consistently used our app over the years. However, my account was not resumed from suspension. The subsequent tickets were: *********************2, **********, **********, **********, ********** **********, ********** and .********** And none of these tickets were resolved. All but the one today were answered by a robo resolution of: Upon review, we found that some of your searches did not comply with the Microsoft Services Agreement Microsoft Rewards section. Specifically: 1.Good-Faith Participation: Points for searches are awarded only when you perform genuine, manual searches for your own research. Automated or non-personal searches will not count.2.Acquisitions: Not all purchases or downloads from Microsoft qualify for points. Please review the offer terms to see what is eligible. 3.Redemption Limits: Microsoft may limit how many points or rewards you can earn or redeem in a day, per person, or per household. Any restrictions should be automatically lifted once the system recognizes consistent improvement in search habits. As of today, still not resolved.

  Business Response

  Date: 10/21/2025

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

  Thank you for contacting Microsoft Corporation through the Better Business Bureau and for your response.

  After reviewing your complaint and recent service requests, we confirmed that the suspension of your Microsoft Rewards account is due to a high bot score. This has resulted in temporary restrictions on redeeming points and certain limitations.

  To help lift these restrictions, please ensure that you earn points in accordance with the guidance outlined here:

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

  Following the steps in this guide will help reduce your bot score and restore full functionality to your account.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24008107
  
  I am rejecting this response because:

  what does a high bot score even mean? No one can tell me how you came up with this, it seems like some sort of AI generation, and it is completely incorrect. All of the searches of your app and website have been done by me. Additionally, your app has suggestions under daily activities I can click which will give me points. I have attached a screenshot as an example, but if doing activities in your app causes a high bot score, then that is by design of your app. At this point, it seems like you guys are just trying to come up with excuses not to let me redeem the gift cards that I have earned.
  

         Additionally, I was told once my searches return to normal, I can redeem my gift cards. When will this be? My searches have always been normal, but recently Ive only done a couple searches a day, and I still cannot redeem my gift cards. I do not use AI to do searches, I use my own two hands, and I make my own searches. All of my support tickets have resulted and absolutely no customer service whatsoever. I would like some real service from you guys.
  

        When you download Microsoft Bing and perform searches from Microsoft rewards, you expect you will be able to redeem these rewards. I have done absolutely nothing wrong, all of my searches were done by me, yet I cannot redeem my rewards. This is a scam. This is a bait and switch scam. All of my searches have been done in good faith, and when the system does not work, I reached out to customer service. Unfortunately, the bot score is 100% when it comes to your customer service because I am unable to get a human being, who can explain to me exactly what I did besides Automated searches. I have never used automated searches. I can even show you a video of the searches. I perform every day, but unfortunately, I cannot get a human being to show them these searches. There is no bot or AI on my part and therefore, since I have done everything I needed to on my part to earn the rewards, you should let me redeem unless this is actually just a scam. And if this is a scam, well that seems like it is a violation of the law and it should be reported.
  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/12/2025

  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.

  Microsoft is promising 1 year of extended support for Windows 10 due to its attempt to force sales of new computers and software and enable it to collect more private information to abuse, by discontinuing support for Windows 10. However, in reality there's no way to get the extended support because all the links for it are just infomercials about buying Windows 11. I don't have a company managed computer and I have the proper Windows 10 version they say should work. Yet since they are primarily focused on forcing people into a Windows 11 they don't want. they've made every attempt to get the extended support a trojan horse. I have been trying to get this extended support for over a month.

  Business Response

  Date: 10/23/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Windows 10 extended support.

  After reviewing your complaint and recent service request ***********), we noted that our support team attempted to assist you. However, you expressed concerns about privacy and caller ID blocking, strongly voiced distrust in Microsofts data practices, and insisted on receiving a direct phone number that does not begin with 866.

  We made several attempts to clarify and provide communication options, including:

  Offering support via email

  Providing my direct extension for contact

  Explaining our commitment to privacy and data protection

  Unfortunately, due to these constraints, we were unable to proceed further with your case.

  For continued assistance, please visit ************************************************ to access chat support. Beyond this option, we will not be able to provide additional support.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/12/2025

  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 just bought a **** OptiPlex 7020 Plus with Windows 11 installed on it. I have no way to register that because my email, Windows Live Mail on Windows 10 on the computer I'm using, is not accessible to the new computer so I can get the required 6-digit security code. Microsoft wants $70 just to get me straightened out on that. I think that is deplorable.

  Business Response

  Date: 10/22/2025

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

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

  We were unable to verify your account or locate a service request associated with the information provided in your claim.

  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. Our support team will be able to assist you further with your case.

  Sincerely,
  Microsoft Corporation