Complaints

This profile includes complaints for Microsoft's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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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:07/27/2025

  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.

  This has been an ongoing problem for the last 3 months against Microsoft.I have tried several times (3 specifically) to contact Microsoft support regarding the billing of my account ($12.50) aswell as a $19 billing, it was not until contacting microsoft support for the second time that one of those was cancelled when both were to be cancelled. The initial cancellation was for high prices on not used accounts (which when they were trying to be used could not be accessed).I was behind on payments but I couldn't find out because Microsoft had barred my email address, effectively crippling my company and keeping me from seeing the invoices.Microsoft has repeatedly downplayed every complaint and the workers I have tried to contact took several days to cancel one subscription and didn't cancel the other.

  Business Response

  Date: 08/01/2025

  Dear Rhylend ******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account and billing concerns.
  Before we can proceed with investigating the charges youve reported, we must first verify that you are the rightful owner of the affected Microsoft account. To do this, please complete the secure account recovery form here:
  **********************************
  This is the only method available to confirm account ownership. You may submit the form up to two times per day, and we encourage you to include as much accurate and previously unused information as possible.
  Once your account has been successfully verified, we will promptly continue our investigation into the disputed charges.
  We appreciate your cooperation and look forward to assisting you further.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/27/2025

  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.

  Dear. Microsoft.I logged in 1 day after this incident and did not know about this. My xbox live account, I spent the last 7 years on working and building it from my bare hands on my controller. Gone all of it, I didn't know why I was permanently suspended, so I decided to reply to one of your emails you sent me, and got the same response as they emailed me. I'm still not sure why I was suspended as I partially share this account with my brother.If you could please go into detail why I was suspended because it might've not been my fault.Thanks - Lachlan

  Business Response

  Date: 08/04/2025

  Dear ******* **********,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox account suspension.
  
  After reviewing your complaint, we reached out to the Xbox Enforcement Team for further investigation. They have confirmed that the suspension is valid and will not be lifted. Additionally, they verified that the reasoning behind the enforcement action was communicated to the account holder during the appeal process.
  
  Given this information, we regret to inform you that no further action can be taken regarding this case, and we will proceed to close the complaint.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Microsoft Corporation
   

• Initial Complaint

  Date:07/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been locked out of my Xbox account and have answered ALL the questions correctly while filling out the recovery form. Every time I submit said form, I am told that I have not provided enough information/enough accurate information. I am paying for game pass and other things to Microsoft and nobody can help me get my account back. Its ridiculous that no human is able to help you with this. Its my account and Ive been an Xbox customer since I was a child. I want my account back and access to everything that I pay for! Im happy to include anything that will help in the effort for me to be able to gain my account back. I just want to speak to a human being and resolve this. Its not fair that a single person cant help me without their job being jeopardized.

  Business Response

  Date: 07/31/2025

  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.

  *Please ensure you are using the exact link provided above. If the submission is unsuccessful, kindly share the Microsoft account (email address) associated with the issue so we can assist you further.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23659400
  
  I am rejecting this response because:
  As stated in my message, I have tried to submit that form several times and have been unsuccessful with it. The account Im referring to is ****************************** I am currently paying to have game pass on this account and own several digital only games with no physical copies I can use in the future on a different account, which is not right. Please fix this.
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 08/11/2025

  My full name is ******* *******. My Xbox gamer tag is Briannakin and the email my account is under is ****************************** Every time I try and log into my Microsoft account using the email above, it has prompted me to change my password due to unusual activity on my account. I cant even change my password anymore, it prompts to text me a code using my number ************** but then does not allow me to update it. The email I use is still legitimate and has not been compromised at all. The recovery form does not allow me to gain any access back to my account even though all the info I have given is correct. I am willing to provide any specific details about my Xbox myself and provide the receipt I used to buy it. I will be losing out on so much progress with games and losing money on game pass if I have to create a new account at this point. Please contact me using the email or number below if necessary.

• Initial Complaint

  Date:07/26/2025

  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 was banned for seemingly no reason.

  Business Response

  Date: 08/04/2025

  Dear ***** *******,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox account.
  
  After reviewing your concern, we have determined that this matter falls under the scope of the Xbox Enforcement Team. We reached out to them on your behalf, and they provided the following response:
  
  After a thorough review, the account in question was permanently suspended due to the use of an unauthorized third-party tool. This tool was used to spoof game titles, resulting in the display of inappropriate content. Such actions are a direct violation of our community guidelines and terms of service.
  
  Additionally, the third-party tool includes a clear warning about the potential consequences of misuse, including account suspension. Given the nature of the violation and the awareness of the associated risks, the enforcement action will remain in place.
  
  Based on this information, we regret to inform you that no further action can be taken regarding this case, and we will proceed to close the complaint.
  
  Thank you for your understanding.
  
  Sincerely,
  
  Microsoft Corporation
   

  Customer Answer

  Date: 08/04/2025

   
  Complaint: 23659166
  
  I am rejecting this response because: Only specific features were said to be bannable such as the game title spoofing which I did not use because of the risks. I have had my account for over 8 years and I have spent hundreds of dollars. I will not lose my account just because I used a third-party app that I used to make it look like I was connecting and disconnecting in a party. I think I should have my account reinstated.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/26/2025

  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 just trying to log into my Xbox like Ive done a hundred times before, and out of nowhere I get hit with a pop-up saying theres "suspicious activity" on my account. Fineannoying, but whatever. I go to log into Microsoft to sort it out, and guess what? The ONLY way to verify myself is through an old phone number I dont even have anymore.I follow every single recovery step on their useless site, and every time, it just loops me back to the login page. Over and over. Getting absolutely nowhere. So I start searching for a customer service number. The first one is apparently no longer active. The second one doesnt even give you an option to speak to a real person for this kind of issue. Unreal.Eventually, I tell the answering service Im calling about a Microsoft product, and finally get through to a human being. I explain my issue, and what does this *** do? Sends me right back to the *** menu without warning, just dumps me. No help, no explanation, nothing.This is absolutely infuriating. Microsoft is a multi-billion dollar company and they cant even provide a functional way for customers to get real support when locked out of their accounts? But they sure dont hesitate to keep charging people. *** had it. Im done. I will never use another Microsoft product again in my life. They've completely lost me as a customer.

  Business Response

  Date: 07/31/2025

  Dear Dakota *****,

  Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form(s)and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (**********************************). You can submit the form up to two times per day.

  Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/26/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father **** **** past away in February and I was wondering if you would contact Microsoft and see if I could get his account because he had a lot of stuff on that account and I dont want it to just disappear and if needed I will send documentation of his death but Im sure you can look up he has past

  Business Response

  Date: 07/31/2025

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

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your account recovery request. Please consult this article for detailed guidance on accessing your account.
  Visit: ************************************************************************************************************************************************************************************************************************************

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23657829
  
  I am rejecting this response because:
  I have already tried to reach out to Microsoft in the past and they were no help they just kept sending me to callers who disconnected me and never got stuff done
  Sincerely,
  
  ****** ****

  Business Response

  Date: 08/13/2025

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

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

  Were truly sorry to hear about your past experience trying to reach support. We understand how frustrating it can be to feel unheard or disconnected, and we appreciate your persistence in seeking a resolution.
  To recover your account, the only available method is through the Account Recovery Form. This secure form allows you to verify ownership and regain access:

   **********************************

  You may submit the form up to two times per day, and we recommend including any information you havent previously provided to improve your chances of success. Unfortunately, we are unable to assist with account recovery through other channels, including phone or chat support.

  We hope this helps clarify the process, and we sincerely apologize for any inconvenience caused. If you have any other questions or concerns, please feel free to reply directly to this message.
  
  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint against Microsoft/Xbox regarding repeat wrongful enforcement actions on my account, which cause me to lose access to services and games I purchased and actively subscribe to. there is no reason stated or evidence for any of my suspensions. Despite Microsofts policy stating users will be notified of enforcement actions through email, I have never once received an email explaining the type, reason, or duration of these suspensions not for the current one, nor the previous two.This is now the third time this has happened. No information or accountability exists beyond a deadend portal. Microsoft support told me they are not trained on enforcement matters and could not provide information or appeal options. One agent admitted this violates Microsofts stated policy, yet no correction or escalation was offered. I was simply told to just wait despite no explanation ever being given. Agent claimed short suspensions do not receive emails, which contradicts Microsofts published policy.This constitutes:A breach of Microsofts own policies,Refusal of service without due process,Unethical practices, especially when paid services are withheld,This issue has locked me out of Xbox Game Pass and a library of games Ive spent hundreds of dollars on, no warning and no ability to defend myself. Microsofts policies promise transparency, support cannot discuss the BBB or offer any meaningful help beyond a generic link. Agents admitted the system is closed and cannot be reviewed.Enforcement transparency is about giving players clarity into how their behavior impacts their experience. **** ********, Xbox *************** CVP Desired Resolution:Explanation and justification for the suspensions Report on alleged violations and any evidence Account review and strike removal Compensation for lost access and emotional frustration A fix to ensure Microsoft complies with its own transparency policy Gamertag: SIohw Email: ***************************

  Business Response

  Date: 07/31/2025

  Dear ****** *****.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox ban. After reviewing your complaint we proceed to contact the Xbox enforcement team due only them have the authority to revoke Xbox bans and they provide us the following information: 
  
  This account was suspended for excessive usage of Xbox Live communication features, or spam. Spamming disrupts the discussion and fun for other players on the service, resulting in widespread community dissatisfaction. Specifically, this behavior causes frustration for others trying to use the *** feature, fills up personal inboxes with repeated or unwanted content, and prevents Club admins from effectively interacting with the *************** Spamming related to giveaways can also be fraudulent and lead to attempted phishing or scamming, which is something we can never allow.
  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.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

• Initial Complaint

  Date:07/26/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My account was banned so I lost access to all my digital library. They claim the reason was I bought a 3rd party digital code for a game. Many people do that so not sure why I was banned. I just want my account unbanned.

  Business Response

  Date: 08/01/2025

  Dear **** *******, 

  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:07/25/2025

  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 Xbox user for over a decade and have owned the same account for over a decade. Today Microsoft decided to lock me out of my account and deny me access to my account because my recovery options options are out of date. I own several games that I have purchased with this account and now I have no access to any of them.

  Business Response

  Date: 08/01/2025

  Dear ****** ******, 

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

  Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23655326
  
  I am rejecting this response because: I lost my recovery options and am unable to access the email that is listed and phone number. I however have had an active account for several years and can show bank statements that I have purchased items with that account. Ive spent hundreds if not thousands in that account. Have better recovering options because this is not right. I cant access something that I have purchased but have records of the purchase. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:07/25/2025

  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.

  Hello dear Xbox Microsoft , i love you guys a lot its been years that im on xbox and using microsoft . In the past my first ever account i was sharing with my brother got permantly banned for no reason .I was a little kid i had probably 13 years old . People was reporting me and brother for nothing someone hacked my account and i got it back but this happened . Today my brother is not part of this world anymore ... And this account is the only souvenirs left i have... Today im 24 years old and i still don't know what me or my brother did to get such an punishment but i regret even i don't know what we did , I don't know if its possible but if its possible to get the account unbanned i'll appreciate it a lot because only this account make me smile a bit and at the same time make me cry because he is banned and also i miss my brother... The account name was ShootSTARZ i played only on xbox ************************************************************************************************ Thank you for everything and hope you will understand and maybe give me a chance to get the last souvenir of my brother .

  Business Response

  Date: 08/01/2025

  Dear Borilot Stephane, 

  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.  The enforcement team has shared these details:

  This account was suspended for engaging in the manipulation of Xbox services. This activity can include, but is not limited to:

  Using unauthorized software to make changes to your account, game saves, or interact with Xbox services in an unauthorized way

  Unlocking achievements, prestige level, in-game ranks, or other content the account did not earn

  Manipulating the followers or other data related to friends and followers through unauthorized software or unauthorized interactions with Xbox services

  Manipulation of game clips and screenshots through unauthorized software or unauthorized interactions with Xbox services

  Interfering with or manipulating the network traffic of your devices or the devices of others

  Cheating and/or tampering with accounts and devices disrupts the game for other players and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone. To ensure that players continue to have a positive experience, we cannot allow these kinds of violations on the service.

  For additional information about how to participate on Xbox Live in a safe and productive way, please visit our Stay Safe page (**********************************************************************************************************), the Microsoft Services Agreement (**************************************************************), and Community Standards for Xbox (**********************************************************************).

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

  Sincerely,

  Microsoft Corporation