Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,246 total complaints in the last 3 years.
2,076 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:02/14/2023
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.
After accumulating sufficient gift cards and rewards to purchase an XBox Series X, I attempted to make the purchase from their website on 1/28 and encountered multiple issues. I have been working with MS support to attempt to remedy the final problem, which was supposedly caused by a limit on my account. This was supposedly addressed today (2/14), but there is no longer a device to purchase. They indicated that there is a more expensive bundle available, but I am not interested in that item. Moreover, support is telling me that I cannot utilize all of the credit that I acquired, if the desired item were available, due to an '18 slot limitation' and have instructed me to spend ~$190 of my credit on something else. Thus, if I were to make an XBox purchase, I would need to pay that additional $190 amount out of pocket as well as any amount to cover a potentially more expensive item. They are saying that this is my only option and there is no way to correct this in their system, workaround these limitations, or to refund my credit to purchase the device at another retailer. So, I would be glad with either of these outcomes: MS allows me to utilize all of my credit toward the purchase of an XBox Series X or a full refund of my credit.
Business Response
Date: 02/20/2023

Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase issues.
After further review of your account, we found a previous case ********** in which an email was sent to you and the case is escalated.
Please keep in contact with the agent who is following up assisting with your case.
Sincerely,
Customer Answer
Date: 02/20/2023

Complaint: 19401547

I am rejecting this response because:
My request has been escalated multiple times in order to remove the block that was preventing me from performing the initial purchase. I was told that there was a limitation on the number of these items that can be purchased, which I understand, and that I was hitting this restriction even though I never successfully purchased the device. The escalations were related to this limitation on my account and were rejected at times, without communication, and the case was closed more than once, without follow up. In the interim 2+ weeks (and many hours) attempting to address this issue with Microsoft, the device was sold out and has not been in stock since. The only suggestion provided was to purchase the more expensive bundle, with a game I do not desire, or wait and hope that they are restocked before $210 of my credit expires.
Even if it were in stock, I was told that I would not be able to use all of my MS credit toward the purchase due to an '18 slot' limitation. So, I was instructed to spend ~$190 of my credit on something else. I am told that this limitation is 'in the system' and cannot be changed, even though there does not appear to be any clear communication to the customer that this limitation exists. The escalations are unrelated to this limitation and customer service did not provide an escalation path to address this issue. Thus:

- Due to significant issues with the ordering site and with customer support, I no longer have the ability to purchase the desired product.
- I am told that I will be unable to utilize the total amount of the MS credit I have accumulated for this purchase, if the device were available.

In other words, the current escalation and personnel are unable to address these concerns and are unable to provide additional options, which prompted this complaint. If you are unable to utilize the total amount of my MS credit for the purchase of an XBox Series X, please refund the total amount so that I may purchase the item at another retailer.

Sincerely,

*********************
Business Response
Date: 02/24/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase issues.
Based on the previous Service Request ********** as the agent indicated the options are limited and unfortunately you cannot use all that amount for the purchase.
We are sorry for it.
We suggest you if needed contact back the agent who handled your case for any other recommendations.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/02/2023

Complaint: 19401547

I am rejecting this response because:
Simply referring me back to support is an inadequate response to this complaint and does not address the issue at hand.

I spent over a year accumulating $538.97 in Microsoft credit in good faith since you clearly state that your gift cards work 'at Microsoft Store on XBox consoles' with no indication that you would be unable to apply more than 18 items to a single purchase. This is an unusual limitation, especially given the fact that this device is priced at $499.99. Support and your systems have not provided any options to fulfill Microsoft's obligation to honor the full credit that I have collected. In fact, to get some sense of the significant difficulties I have had during this process, you are welcome to review the following:

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

While waiting for a response to this complaint, I did follow up with support with additional questions and suggestions, but have not had a response in some time. So, I am not confident that support is interested or willing to continue the conversation. Via email and phone, I have proposed numerous ideas to try to address this issue without requiring me to purchase unwanted items or spending an additional $190+ out of my pocket, when it is clear that it is an arbitrary limitation within the Microsoft systems that is preventing use of my full credit and it is the significant delays in support that prevented me from even purchasing the desired item, if I were willing to contribute additional funds. In fact, in my recent emails I started exploring ideas of simply purchasing a Series S, if I would be able to utilize the credit that would soon expire, or considering the refurbished item that is available, though I would expect that a comparable warranty be provided and that you utilize my credit to cover the purchase.

If you are incapable of consolidating my credit into a single 'slot' or finding a way to assist me with the purchase utilizing my full credit, please refund the credit so that I may utilize it at another retailer. Thank you.

Sincerely,

*********************
Business Response
Date: 03/08/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase issues.
As indicated in our previous email.
Based on the previous Service Request ********** as the agent indicated the options are limited and unfortunately you cannot use all that amount for the purchase.
We are sorry for it.
We suggest you if neededcontact back the agent who handled your case for any other recommendations.
Sincerely,
Microsoft Corporation.
Customer Answer
Date: 03/11/2023

Complaint: 19401547

I am rejecting this response because:
This response is not an acceptable answer to this complaint nor does it demonstrate Microsoft's obligation for honoring the gift cards and Microsoft credit that I have acquired. If you are unable to accommodate this reasonable request, then this complaint should reflect Microsoft's stance toward the customer and I would encourage you to update your public documentation and terms to reflect the fact that your company has an arbitrary limit on the number of gift cards that can be applied to a purchase at any given time.

In the meantime, since the item has been back in stock, I have been attempting to work with support once more and there may be an option to consolidate the credit. I am told that it will take 10 business days and the customer support representative would update me periodically by phone. They have not followed up as anticipated, so I am unsure if this will manifest. If you are able to facilitate this process so that a resolution can be reached, I would appreciate it.

Sincerely,

*********************
Business Response
Date: 03/17/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase issues.

For further information, type and search on your browser
Microsoft gift cards terms and conditions - Microsoft Support and read the pertinent information.

In case you need assistance feel free to contact Xbox customer support.

Sincerely,
********************.
Customer Answer
Date: 03/27/2023

Complaint: 19401547

I am rejecting this response because:
The latest message does not provide any additional information regarding this issue nor does it provide any means for making progress.

Sincerely,

*********************
Business Response
Date: 04/05/2023
Hi *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox purchase issues.
After further review of your account, we found a previous case ********** in which an email was sent to you and the case is escalated.
Please keep in contact with the agent who is following up assisting with your case.

Sincerely,
Microsoft corporation
Customer Answer
Date: 04/06/2023

Better Business Bureau:

The response provided did not provide updated or helpful information. However, a few days ago, I received report of a successful order and have since received the device. I am not sure what happened and was not provided any additional details. I am glad that this issue has finally been addressed, but disappointed in the significant amount of time and effort that was invested to reach a resolution.

Sincerely,

*********************
Initial Complaint
Date:02/14/2023
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.
This company falsely claims to offer technical support. In fact, all I can get is an infinite loop of useless procedures that do not address my issue. And never am I directed to an actual person who might be able to help. When I originally bought the (old version of the) software, it was possible to get phone support. Now there is nothing useful. When I updated, there was no indicator that support was going to be discontinued. Even now, they are still claiming it exists, even though the on-line community is aware that it doesn't.
Business Response
Date: 02/21/2023
Hi *******************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit ******************************************************** call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Initial Complaint
Date:02/13/2023
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 ordered a brand-new Surface Laptop 4 (Serial# ************* from Best Buy on 12/18/22 (Order# BBY01-806721725305) delivered on 12/28/22. I didnt get a chance to open it and test it until after the return period was over on 1/14/23, partly because I have 3 other Surface Laptops and did not have a single issue with them for years. When I turned on the latest one I purchased from Best Buy, I noticed that the laptop is shutting down by itself even at full charge, and never booted up to Windows. Since it was a hardware issue, I had to send it in for service being out of the return period.Microsoft service received my brand-new, never used laptop (Serial# ************* on 2/7/23 (Service Order# **********), shipped me a refurbished laptop (Serial# ************* with blemishes which I received on 2/11/23 in a generic brown box, not the original factory sealed box.I called the Microsoft Support on 2/13/23 to let them know that they replaced my brand-new laptop with a refurbished one. Microsoft Support agent told me that I am qualified for a brand-new replacement since I am within the 60 days of purchase. She then transferred me to the Microsoft Store agent who said I am not qualified for a brand-new replacement because I didnt purchase the laptop from the Microsoft Store. I requested to speak with a Supervisor asking them to honor their brand-new product replacement since I purchased from an authorized Microsoft dealer and not a 3rd party. I was put on hold for 30 minutes then hung up on, and never received a call back.
Business Response
Date: 02/20/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/22/2023

Complaint: 19397411

I am rejecting this response because:
I was reached by ************ from Microsoft Escalation Support yesterday and he continued the "worst customer service ever" trend. He did not even bother looking up my account by my name, serial numbers I provided, or my phone number. Instead, he asked me to "register my device". I responded saying all my devices are already registered under my Microsoft account ****************************************** To this date, I was not offered any type of resolution, courtesy, or care from Microsoft. From the moment I called them initially, they could not make it more obvious that they do not care about their customers. Not that you care Microsoft, but you lost a customer.

Sincerely,

Zeynel Sendur
Business Response
Date: 03/02/2023
Dear Zeinel !

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

Remember than Meanwhile, We will continue monitoring your case , until getting a satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/07/2023

Complaint: 19397411

I am rejecting this response because:
The latest communication I received was from ************ on 2/23 where he asked me for the purchase receipt. I provided the receipt the same day and did not hear anything ever again.
Sincerely,

Zeynel Sendur
Business Response
Date: 03/13/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent repair order request.After reviewing your complaint and service request **********, we were able to confirm the last communication was completed on 02/23. Considering this information,we decided to create a new T3 for further assistance, as we couldnt get further details on the previous case. Here is the new service request number: **********.We do apologize for the time and trouble youve been through trying to get this matter resolved, but please allow between 3 to 5 business days for an agent to contact you.
Rest assured we will monitor your case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 03/17/2023

Complaint: 19397411

I am rejecting this response because:
This is where the right hand doesn't know what the left hand is doing. I already received a response from ************ regarding case number: **********, see below. In summary, another fake apology which means nothing and there is nothing he can do to help:
________________________________
Hello Zeynel,

My name ***** with Microsoft Customer Support & Services, I hope you are having a great day. I am reaching out to you today regarding the issue youve been having with your Surface Laptop 4. I have done some research and bought it recently from Best Buy and didnt have a chance to check until several weeks after purchase. Best Buy would not take the device back and you went to Microsoft to get an exchange. You received a refurbished model in return with blemishes. You feel that this is a violation of the sales offering, since this was an authorized Microsoft reseller it is covered by the 60 day return policy.

I am sorry to hear that you had trouble with your device. Best Buy generally has a two week return/exchange window. The 60 day return promise was a Microsoft Store offering. Best Buy is an authorized reseller, but that only indicates that they are direct resellers. Many stores will sell overstock or devices obtained through other means. They are still separate retailers and have their own policies. We can only exchange devices that were direct purchases with a new device, this is done through Sales. If that window has closed or it is third party then it is handled as a warranty exchange and they are all refurbished. Unfortunately we wouldnt be able to get an exception and provide a new device exchange. The purchase was third party and not covered by any return offerings by the Microsoft Store. I am sorry that we were are unable to offer any further options.

Sincerely

**************
Repair Escalation Advocate
Microsoft Customer Support & Services
Sunday -Thursday 6:30am
************
________________________________
I simultaneously received the following update from ************ on the case number: **********. Different person, different case, same end result:
________________________________
Hi ******,

This is ***** again with Microsoft Customer Support & Services. Thank you for providing the Best Buy receipt on your latest response. There is no email from you on 2/24. The latest before that is on 2/21 with no attachments. It may have not delivered, or errored, but thank you for the receipt. That allows me to complete the investigation.

That is really all I needed. That provides a timeline to follow for policy compliance. It seems *****, but the only factors we can use to make these assessments are direct supportable facts. I am sorry it didnt run as you wished, and apologize for any inconvenience along the way.

This is technically outside our base figures for a new device exception, but is close enough for me to gather the business justification and make the request. It will take a day or two to validate all issues and submit the request, but I dont think it will be overridden.

Again, thank you for providing the receipt.

If there are any concerns or questions, reply to this email and I will do my best to answer your questions.

Thank you for your patience.

Sincerely,

*****************;
Repair Escalation Advocate
Microsoft Customer Support & Services
Monday through Friday 7 AM 3:30 Pm (UTC -8:00)
________________________________

It has been over a month since I submitted this complaint and nothing was ever done other than meaningless apologies. It is so sad to see Microsoft does nothing to protect a long time customer, and doesn't even care.
You replaced my brand new laptop that I never used (because it came with a hardware failure from day-1) with a refurbished one with blemishes. If you can stand behind that, I like to congratulate you for scamming a customer and getting away with it hiding behind your policies. Both ***** and ***** said they cannot offer a brand new replacement and left it at that. Refurbished laptops go for $400 cheaper than brand new ones. Should not they at least offer a partial refund if there is no replacement being offered?
If you won't stand behind your product and protect your customer, please stop wasting my time. I don't need another email with apologies and no action.

Sincerely,

Zeynel Sendur
Business Response
Date: 03/27/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent support case **********, we see that our agent ***** has been working with you on this issue. Upon checking we were able to confirm the other case being worked on by *****, is closed now. We apologize for the difference between both agents responses, but we would like to inform you not all of our agents have the authority of providing an advanced resolution. We appreciate your understanding and patience throughout this case.

Please keep collaborating with our agent towards solving this issue. We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/04/2023

Complaint: 19397411

I am rejecting this response because:
***** already closed case# ********** on 3/28 as "unresolved" so you are again responding to me with out of date and incorrect information through the BBB. He offered me a replacement laptop but in a brown/open/generic packaging and not in a sealed/retail packaging as I originally purchased mine. So there is absolutely no way for me to make sure what they offer is actually "brand new". When I questioned why I would receive an open box item, he said Microsoft is trying to save on the packaging cost. You are a trillion dollar company and trying to save on packaging cost instead of making this right. OK, makes perfect sense...
At this time, I have zero faith or trust in Microsoft so I am not even looking for a replacement anymore, that was what I requested TWO MONTHS AGO.
I am stuck with a refurbished laptop after sending you my brand new/never used laptop which never worked out of the box. I could have purchased a refurbished laptop for $400 cheaper. When I asked ***** if he could at least compensate me for my loss so that I would live with the refurbished laptop I received, he said the best he can do is to offer me a $100 Microsoft store credit, which is insulting and comical.
In summary, I was never offered a satisfactory solution by Microsoft. Only meaningless apologies and run arounds for the last two months. Either close this case as "unresolved" and stop wasting my time, or compensate me for my loss. I am done playing your games for the last two months.

Sincerely,

Zeynel Sendur
Business Response
Date: 04/13/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we see that our Tier 3 advocate ***** has been working with you on this issue. We sent our response to you on March 27th when the case was still being worked on by our agent, regardless, we do apologize if it seemed that we provided incorrect information about the case. Considering our agent has already stated the possible solutions we can offer to you, we will be closing the case as unresolved as you requested, as theres no further action we can take if you dont want to proceed with the options our agent mentioned.

This complaint is now closed as unresolved.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/17/2023

Complaint: 19397411

I am rejecting this response because:
No satisfactory resolution was ever offered by Microsoft. They are time wasting and running circle experts. Very dishonest business practices. I will never buy a Microsoft hardware ever again.
Sincerely,

Zeynel Sendur
Business Response
Date: 04/24/2023
Dear *************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We will keep this complaint closed,as you disagree with the possible solutions our agent offered. We apologize as we cannot offer a satisfactory resolution for you.

This complaint remains closed. We wont answer further communications regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 04/28/2023

Complaint: 19397411

I am rejecting this response because:
Please do not respond to this claim anymore. I know you did not and will not offer any satisfactory solution so I will not accept your response. You can keep it unresolved. Thanks for nothing.
Sincerely,

Zeynel Sendur
Initial Complaint
Date:02/13/2023
Type:Billing 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 Xbox live Microsoft account was locked by another account holder, I have tried to recover my account multiple times but Microsoft doesn't respond to my recovery request. Please help.
Business Response
Date: 02/20/2023
Hi *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your hacked account incident.After further review of your account *********************** we did not find any issues or anomalies detected.
Please visit Microsoft.com for further assistance if required.
Sincerely
Microsoft Corporation.
Customer Answer
Date: 02/21/2023

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,

******* Poke
Initial Complaint
Date:02/13/2023
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.
My xbox account was permanently banned with zero reason other than "community standards violation" and am unable to make an appeal as when sending it, I am given an error to try again later.The account suspended has not interacted with other users on the xbox platform. It held a minecraft account which had been recently merged. No "community standards" violations were made when looking through the "community standards" as once again, the account was created solely to hold a Minecraft account which was used to play singleplayer. How an account can be banned when it hasn't even been used to get involved with the broader "community" makes zero sense.
Business Response
Date: 02/21/2023
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Account suspension. 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
Initial Complaint
Date:02/12/2023
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.
Even as a broke student I had bought a surface pro 8, along with every compatible accessory available directly from Microsofts online store, 01/14/2023 and had spent over $1300 for the device and accessories; the signature keyboard cover with slim, pen 2, an earlier model, pencil, and the arching mouse. After saving for almost 6 months and wanting this surface pro for over a year, being able to finally afford one was a dream come true. It does everything I need for school. I keep it in pristine condition. I read all of the instructions on all of the accessories and the surface 8 device on how to turn everything on/charge them all correctly the first time, I did so verbatim. After only using my surface, pro 8 for about a week I noticed that my battery was dying way too quickly for a brand New device, which one of the biggest selling points of the surface pro 8 was the long lasting battery, which is guaranteed to last an entire day/16 hours at the least, before needing to recharge it. My battery life never lasted longer than an hour from simply doing my homework, in which is the only reason why I purchased this device. Buying this device for school Was everything to me. I had wanted it for over a year and finally bought it, only to have received one with a defective battery. So I had contacted Microsoft technical support who had gotten in touch with me about my battery, and went over the troubleshooting, which ***** decided that there was nothing more to do about this device, as the battery was obviously defected. The tech support agent (*****) had apologized up and down for the inconvenience of buying a brand new device not even three weeks ago, and having the battery go out. She had directed me to call the sales customer support to get a brand new replacement under warranty and had promised me an upgrade of the added LTE version for free for my defected battery inconvenience. I called the sales support, no one will honor this. And still refuse I am being called a liar, and treated rudely.
Business Response
Date: 02/17/2023
Dear ************************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices 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:02/12/2023
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 filing this complaint against Xbox and Microsoft services due to a wrongful ban of Xbox one console from the Xbox network and the banning of my accounts. Both my account at Scariet xv and my cousins account at o1xe got a ban for an unspecified reason. My guess is the recent transactions made on my account looked like I was hacked. I was having an issue where madden points were not being delivered to my Madden game after purchasing them. I would then request a refund of the item because obviously if I do not receive it I do not want to pay for it. After attempting to appeal the case where it got denied I then replied on the email from the Xbox Enforcement team where I stated the misunderstanding and have yet to receive a reply. I have always had very good standing with Xbox and have been a customer for years. I have never had any type of ban or anything like that and on one ban I get a permanent suspension which does not seem right. I am requesting that both mine and my cousins consoles are unbanned and reinstated to their full operating systems.
Business Response
Date: 02/20/2023

HI *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your son`s Xbox banned account incident. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is **********

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:02/12/2023
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 have been dealing with a recurring charge for 3+ months. I called the support and they said word for word " If we can not find the account we can not remove the card" This is crazy for Microsoft. Over 50$ when I only wanted to try the 1$ pass or something. I only wanted a full refund after stating it was not on my accounts still no luck.
Business Response
Date: 02/21/2023
Dear Justice ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Recurring charges. 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
Initial Complaint
Date:02/11/2023
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.
My account has been locked twice within two months for no reason. The first time it happened, I filled a dozen account recovery forms according to MS instructions, however no one responded to my request until I filed a complaint to the BBB. A senior advocate helped me to unlock the account, but now it's locked again. I'd like to get in touch with the human support team and have my account unlocked. I've filled the reinstatement form and received ticked number SIR12898552.If the support team would like to call me, please be aware that I provided a Chinese number with country code 86. Thank you.
Business Response
Date: 02/20/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau.Allow us to apologize for this issue ,since you are very important for us.

Nevertheless,The service request has been created for investigation # **********.We will monitor your support case through resolution.

We really appreciated the time you have taken to be in touch with us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 02/27/2023

Complaint: 19387957

I am rejecting this response because:
A member of Microsoft ***************** Services did contact me and I really appreciate it. They sent me a link to the Account Recovery Form, however the link kept directing me to the password reset page. Now I've ran out of password combinations and my account is still locked.

Sincerely,

*********************
Business Response
Date: 03/06/2023
Dear *********************,

We sincerely apologize for any inconvenience that you have experienced, and we appreciate your understanding and patience while this problem is being investigated.

A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution.

We really appreciated the time you have taken to be in touch with us.

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

Complaint: 19387957

I am rejecting this response because:
I received an emails saying Microsoft disabled my account access due to a "serious violation", which is funny since I didn't even send any email before my account was locked. I've red the Code of Conduct, and was certain that I didn't violate any of these codes. Microsoft was unable to provide any proof of such "violation" either.
I'm still looking to have my account recovered.
Sincerely,

*********************
Business Response
Date: 03/21/2023
Dear *********************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. We apologize for all the troubles youve been experiencing so far with this issue, Microsoft takes your security very seriously, we cannot disclose the violation details outside of a Microsoft support channel, we will further investigate this issue.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:02/10/2023
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 had purchased an xbox series S on 1/14/2023, and this issue has dragged on for almost a whole month now. The order shows as "delivered" on 1/16/2023, however the actual package was nowhere to be seen. I contacted NUMEROUS times about the issue to no avail, and was told the refund would be processed... issue was escalated... problem was being handled with "top priority". obviously not. Im just sick and tired of this situation at this point. I have gotten absolutely no resolution from microsoft regarding this, and thats very frustrating. The first time I contacted I was told this: "There you have it. I already filed it please wait for an update via email within 24 to 72 hours and the refund. Refund will be credited to your card that was used when you purchased this Xbox series s." All I want was what was promised. Order number: **********
Business Response
Date: 02/17/2023
Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox delivery issues.A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service Request is 701331508

Sincerely,
Microsoft Corporation.

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