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

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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  Microsoft

  PO Box 22810 Salt Lake Cty, UT 84122-0810

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:05/30/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After not using my computer to play minecraft for many many years, I decided to come back and launch up my Mac version of the game. I had re-purchased the Bedrock version for my Playstation 5 to play on my console but wanted to come back to the Java version to try out some modded worlds. I had purchased the Alpha version of minecraft way back when they were charging $15 for the premium account, so I assumed I would just log into that account. Much to my surprise it seemed as though the original accounts all needed to be migrated to Microsoft Accounts by 2023. I was not notified anywhere that I needed to do this to keep my account. Logging in to my original email and looking as far back as 2019 I had no emails from Mojang or Microsoft telling me that I would straight up lose access to my account that I paid for over 10 years ago. After trying to talk to support they doubled down on the fact that I was notified, even though I had not received a single correspondence from them stating to do so. I feel like this is stealing and would like my account to be reinstated or at least be given a redemption code to reactivate my account. They state in their email that "Our migration process has been conducted in adherence to all relevant laws and regulations" which I think is completely false as I was never notified to do so and feel as though I was robbed of a product I paid for. Not only did I buy the product once on my PC but I also purchased the Product for Playstation, so to ask me to buy the same product a 3rd time because you didn't notify me is a pretty crazy ask. I would love BBB's help with this matter.

  Business Response

  Date: 06/04/2025

  Dear ***** *********, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft Account. Minecraft Java Edition account migration was announced in October 2020 and began in June of 2021. Both the announcement of migration and the beginning of the process made international gaming news. 
   
  We sent monthly emails reminding players to migrate their accounts beginning in June of 2021. In 2022, we messaged players that they would no longer be able to play if they did not migrate their accounts. Also, in 2022, we began blocking play for players who had not yet migrated. We extended the migration end date multiple times over the two years migration was available, finally ending eligibility in September of 2023. 
   
  Once migration ended in 2023, we offered a 90 day grace ******* for which we offered players a fresh license for the game. This grace ****** ended in December of 2023.
   
  We are unable to further migrate accounts and refunds are not available. 
   
  The migration process met all international regulations. 

  Sincerely, 

  Microsoft Corporation

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have spent over 15 hours on the phone trying to cancel a subscription. My number now appears to be blocked. Since Microsoft will not allow me to contact them, I will need them to contact me. I simply need to cancel a subscription I am paying for, for a product that stopped working just a few months after purchase. This should take 5 minutes, but instead has taken about 4 months.

  Customer Answer

  Date: 06/03/2025

  This issue has since been resolved. After being forced to call from multiple different phone numbers I was finally able to speak to a representative that, instead of hanging up on me in a transferred call, gave me 5 minutes of his time and resolved the issue. It only took me multiple hours of effort, but it is now resolved. I no longer require Microsoft to reach out to me.  
  
  Thank you, 
  
  **** *******

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Refund Request for Xbox Orders #********** and #********** Dear Microsoft Support,I hope this message finds you well. I am writing to formally request a refund for two recent Xbox game purchases associated with the following order numbers:Order Number: ********** Order Number: ********** Both of these titles have proven to be extremely disappointing and problematic. One of them (Order #**********) offers barely 20 minutes of repetitive gameplay before resetting back to the beginning, with no new content or meaningful progression. Additionally, the game crashes in the middle of matches, making actual playtime closer to 10 minutes before a forced restart. This level of instability and lack of content is unacceptable for a full-priced game.The second game (Order #**********) is equally frustrating. It is critically rated at 2 stars or below and has been widely criticized by the community. Despite numerous attempts to contact the developers directly regarding issues with the game, I have received no response. The lack of support and unplayable experience has left me with a product that is not fit for purpose.Given the circumstances, I kindly request a full refund for both games. I am happy to receive the refund either as a credit to my Xbox gift card balance or returned to the original payment methodwhichever is more convenient on your end.I appreciate your time and attention to this matter and look forward to a resolution.Sincerely,**** ********* Xbox GamerTag IAMF4WK3S **********************

  Business Response

  Date: 06/12/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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: 06/13/2025

   
  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:05/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was randomly logged out of my primary Xbox live account a week ago and have not been able to log back in since. I have had my Xbox account for nearly 20 years. I am filing this complaint due to an unresolved account access issue with Microsoft Xbox and a lack of proper customer support despite multiple attempts to resolve the problem. I keep getting the run around and authomated responses. Complaint Details: In May 2025, I made multiple attempts to contact Xbox support about an account I can no longer access. I am a long-time, loyal customer, which is evident by my older gamertag. The issue stems from the fact that Hotmail (which is my primary email on Xbox live) is making me authenticate my old backup yahoo email which is over 20 years old I no longer have access to that email and therefore cannot complete Xboxs authentication process.I am simply asking to update the email on file to my current Gmail address. However, the ** assistant cannot help with this, and when I reached live customer service representatives, theyve been dismissive and repeatedly redirected me back to the ** which leads to nowhere. I am still being charged for services I cant use, and I feel Microsoft is taking money without providing access or adequate support. Definitely fraudulent behavior taking money for services and not allowing me to access account. I keep getting the run around with Yahoo, Microsoft and Hotmail. Desired Resolution: I am requesting a manual update of the email address linked to my account so I can regain access. I have had that account since 2006 and have spent thousands of dollars and STILL being charged for an account I cannot access because of the terrible security. I also urge Xbox to review and improve its customer support options, especially for cases that cannot be handled by automated systems. This is theft. Next step is contacting my bank to get my money back on my card if I get another automated response and this isnt resolved properly. Tired of this.

  Business Response

  Date: 06/05/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we investigated the account mentioned in the provided pictures and did not find any issues with the Xbox account you mentioned. Please note that only the Xbox enforcement team can revoke bans, so if you have further questions, contact them directly using the following link: **********************************************
  
  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:05/29/2025

  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.

  05/29/2025 received email from **** (included in upload) concluded with their reason why **** closed investigation on my now closed account ending 8242. ******************** continue to allow fraudulent charge in the amount of ****** plus applicable tax to my now closed account. We have informed both Citi and Microsoft about fraudulent activities on account ending 8242 but both Citi and Microsoft continued to let transaction through. I feel unjust that both Citi and Microsoft took advantage of my situation and conveniently brush aside issue at hand for the situation which was previously reported to both corporations. I did vested my confident with Citi when I was promised Fraudulent Charge Protection. I have unblemished record and great due diligent on my account but this inattentive, more appropriately, non-action to protect its' vetted cardholder as promise with wrongful advertisement and lawfully need immediate investigation.

  Business Response

  Date: 06/06/2025

  Dear Uncharlee Tharngtrakul-jantawong,
  
  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:05/29/2025

  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 got unjustly suspended for 15 days starting 29th May 2025 on xbox for allegedly talking about the use of drugs, when I was explaining a game mechanic in a game called police simulator, I seek to get this suspension and strikes (I got 5 strikes, 3 more and I'll be banned for good.) immediately.

  Business Response

  Date: 06/05/2025

  Dear Abdulrahman ******************** you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we found that this situation is handled by the Xbox enforcement team, and only they have the authority to revoke bans. Unfortunately, we are unable to take any action. Please use the following link to contact them:
  
  Submitting a Case Review is easy, and can be accomplished in several steps:
  
  Sign in to ************************************** with the account that received the enforcement action and select the large box with an orange hammer icon, or visit your **********************************************************************************************************
  Find the enforcement action that you wish to have reviewed, and select Apply for Review.
  Read the Case Review Terms of Use and agree by clicking the checkbox and selecting Agree.
  If you are already eligible for a Case Review, select the green arrow icon. If you are not yet eligible, you will be presented with a short questionnaire. These questions help gauge your understanding of the Code of Conduct and associated policies. Upon successful completion of the questionnaire, select the green arrow icon.
  Provide any details (up to 500 characters) regarding the enforcement action that may help ****** conduct a more complete investigation. This may include context around the activity or content that received enforcement, information about your game activity, or any other facts that you believe are worth noting. When complete, select Submit.
  After submitting, an Xbox Live Policy & Enforcement agent will begin a thorough review of the enforcement action. This includes reviewing available data and re-examining evidence that contributed to the enforcement, taking into account any new details that you have provided.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

  Customer Answer

  Date: 06/05/2025

  I am rejecting this response because:
  
  I Got a severe "account" suspension period, and I got 5 strikes which is a harsh punishment, the enforcements page doesn't provide any details or info beyond that, and the email I got after declining my appeal gave me several possible reasons, which I'm certain I didn't commit any of said violations, and with my account on the verge of getting 8 strikes, I need to know what I did to deserve 5 strikes and what is "account" label suspension. 
  
  I require you look further into this case.
  
  Sincerely,
  
  Abdulrahman Reyani

• Initial Complaint

  Date:05/29/2025

  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.

  They wronged accused me of cheating and hacking and they suspened my account. And when i tried to talk with them. They dont talk with me.

  Business Response

  Date: 06/04/2025

  Dear customer,
  
  Thank you for contacting ******************** via the Better Business Bureau regarding your grievance. After reviewing your complaint, we noticed this is a Forza Horizon ban. As Forza Horizon has its own ban or unban system, we are unable to take any action. We kindly suggest working with them to find a solution for your request.
  
  If you need assistance with submitting an appeal, please follow this link: *******************************************************************************************
  
  These are some of the steps you need to follow: Review the Xbox Community Standards and Forza Enforcement Guidelines.
  Log into your account on *************************.
  Click on "Submit a ticket" and select Ban Appeal.
  Fill out the required information and submit your appeal. 
  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:05/29/2025

  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.

  26 May 2025 I was promised a call back to resolve my account being compromised and Microsoft is NOT fulfilling their commitment. I am locked out of my emails and they are not calling me. I have called every number online and they are hanging up on me.

  Business Response

  Date: 06/05/2025

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

• Initial Complaint

  Date:05/29/2025

  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.

  Gamertag: Burc (formerly Kxzqi)Date of Ban: 5/6/2025 Amount Spent: Estimated $500+ over 11 years in games, DLC, and services.I am disputing an unreasonable ban. I had this Xbox account for over 11 years. Earlier this year, I used the official Xbox gamertag change system to switch to a name that had become available. Months later, the account was permanently banned. I learned that the name may have previously been duplicated or involved in a violation once I read through the violation in their website "This account violated the Community Standards and was subjected to enforcement action.", but I had no knowledge of that at the time. I did not use any third-party tools, websites, or unauthorized methods. The name was claimed directly through Xboxs own system.I submitted an appeal through Xbox Enforcement, but pending a response without a clear explanation. The account has never been involved in cheating, fraud, or any major violationsonly minor messaging suspensions in the past.I understand Xbox has to maintain enforcement standards, but this appears to be a misunderstanding tied to a name change, not malicious behavior. Ive complied with Xboxs terms in all significant areas and have no history of account tampering, marketplace fraud, or TOS breaches beyond minor messaging conduct. The ban feels like an overreach and a misunderstanding tied to a system-permitted gamertag change. I am requesting a full internal review and reinstatement of the account or, at the very least, access to my purchases.

  Business Response

  Date: 06/05/2025

  Dear ***** Kezqi,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After contact the Xbox enforcement team due only them have the authority to revoke bans. the following information is: 
  
  Thank you for utilizing our Case Review appeals system to learn more about this accounts suspension.
  This account was suspended for inappropriate solicitation or spamming activity on Xbox Live. This can include, but is not limited to:
  Offering to violate the Community Standards for somebody else in exchange for money (for example, giving someone an Xbox gift card in exchange for a modified Gamerscore)
  Programmatically submitted LFG posts attempting to recruit other players to off-platform clubs or services
  Promoting a business or engaging in other commercial activity on Xbox
  Advertising websites that violate the Microsoft Services Agreement, including offering unauthorized content
  Repeatedly asking for entrance into a unauthorized modified game or game type
  Sending other players excessive invites or multiple messages that are unwanted or are malicious in nature
  Directing your friends to websites that offer unauthorized modifications (modding) or that encourage violating the Community Standards
  Buying, selling, or helping others to buy or sell cheats, modified (modded) content, or access to modded game types
  Trading or helping others to trade in-game services (such as boosting) for redemption codes, money, or stored value (for example, trading in-game kills for currency)
  Selling services or status (such as a position on your friends list or game time)
  Buying, selling, or otherwise transferring ownership of an account or Gamertag
   
  Solicitation and spamming activity compromises the safety and fairness of Xbox Live. To protect our members from the harm, such as cheating and account theft, we take solicitation and spam violations very seriously.
  For additional information about how to participate on Xbox Live in a safe and productive way, please visit our Stay Safe page (**********************************************************************************************************), the Microsoft Services Agreement (**************************************************************), and Community Standards for Xbox (**********************************************************************).
  
  Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.
  
  Thank you,
  
  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:05/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 different Xbox accounts that I have no way of closing them because they were compromised because of the email account attached to them xKid76x and xWINDYxCITYx76x I would like to talk to someone over the phone so I can go further I had also filed with your digital ********** as well which is the fbdr

  Business Response

  Date: 06/04/2025

  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