Business Profile

Computer Software Developers

Microsoft

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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

5,661 total complaints in the last 3 years.
2,341 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:07/24/2025
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 had purchased the 365 software for my computer and when I purchased a new computer I am being told I need to once again purchase the product. I called many times an only to get a computer generated customer service. That service does not help you at all as it just tells you they are unable to help me with my problem then hangs up!
Business Response
Date: 08/07/2025
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:07/24/2025
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.
Your Name: ******* ******************************** Email Address: ********************* Gamertag (if applicable): Los Put BTA Complaint Against: Microsoft Corporation Subject: Unjust and Unexplained Microsoft Account Suspension I am writing to formally dispute the indefinite suspension of my Microsoft account. I was informed that my account was disabled for inappropriate content, yet no specific evidence or content has been provided to me that substantiates this claim.After reviewing all my activity and content, the only possible cause I can imagine is a profile picture of me at a certified gun range, legally firing a rifle in a safe, supervised setting. This was not violent, threatening, or illegal in any form and certainly not inappropriate. It was shared in the same spirit as many Xbox users celebrate their interests or hobbies.This action appears to have been the result of an automated enforcement policy with no meaningful human review. As a paying customer who has invested time, money, and personal data into this account, I find the suspension not only excessive but deeply unfair.I have attempted to appeal this decision through Microsofts internal channels, but have either been ignored or given vague responses that do not address my specific situation.I respectfully request the following:1.A clear explanation and proof of the alleged violation.2.A review by a human representative.3.The reinstatement of my account, or at minimum, access to retrieve my purchases, content, and personal data.If this cannot be resolved directly, I am prepared to escalate this matter through consumer protection channels including arbitration or small claims court if necessary. However, I hope Microsoft will act in good faith to correct what seems to be a mistake in enforcement.Sincerely,******* ******************************************* Gamer tag: Los Put BTA [Phone Number *************)
Business Response
Date: 07/30/2025
Dear ******* ****** Jr,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/24/2025
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 recently purchased a game for the Xbox Series X called Test Drive Unlimited Solar Crown. The game will not install a completely also when it did finally install it just crashed and won't load
Business Response
Date: 08/05/2025
Dear ******* Ganges,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your refund request for Test Drive Unlimited Solar Crown. We sincerely apologize for any inconvenience you experienced during this process.

We understand that situations may arise where a refund is necessary, and we appreciate your continued engagement with our support channels.
After reviewing your request, we noticed multiple similar submissions both through our internal records and the Better Business Bureau (BBB) platform. To ensure transparency and consistency in handling such matters, we kindly ask that all refund requests be submitted exclusively through the official Xbox support channel:
?? ********************************************************************************************************
Please note that the resolution provided by Xbox Support is considered final. We encourage using this channel only for situations that genuinely warrant a refund. Repeated or excessive refund requests may raise concerns and could be interpreted as suspicious activity,which we aim to avoid for the benefit of all parties involved.
We truly value your understanding and cooperation.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/05/2025

Complaint: 23648282

I am rejecting this response because: So to understand better, you complain that I requested refunds to the BBB but you want me to use the Xbox support page to request a refund? Well I did and it's an bot that rejects it. It gives the same exact answer over and over. As a matter of fact an Xbox employee told me to use the BBB. As much money as I spend in this gaming system a month, I ask for 2 legit refunds well within the timeframe of buying and I get this? I even asked for store credit. I don't want money refund unless that was the last resort. I asked for a deactivation of the game and a store credit. I don't see what the issue is. If I have a problem playing the games I payed for, then I should be helped

Sincerely,

******* Ganges
Business Response
Date: 08/14/2025
Dear ******* Ganges,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your refund request for Test Drive Unlimited Solar Crown. We sincerely apologize for any inconvenience you experienced during this process.
Please be advised that all refund requests must be submitted through our official channel. Each request undergoes a thorough investigation, and resolutions are provided strictly in accordance with our established terms and policies.
To initiate a refund request, please visit the webpage linked below. Kindly note that any decision issued through this channel is considered final and will not be overridden, as it reflects our formal refund policy.
********************************************************************************************************
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/24/2025
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.
My April card statement came in there was a charge I did not recognize no number I thought my card was compromised. on 4/24/25 I received a letter from the bank telling me it could take Two billing cycles to investigate. July 3rd I received letter from bank telling me what the charge is Microsoft 360. I cancelled this office thing that I had signed up for in 4/4/2024 I cancelled the product and the software (I think that is what it is)said it would cancell April of 2026! So after chatting on line with a person for over 45min I was able to talk on the phone with some guy who said he was in *****.. *** said it was taken care of no problem. So they cancelled Microsoft 360 I no longer have any access to it and they will not refund my money $129.99 I told the guy I was chatting with on 7/24/25 (I have hunted for a phone number can't find one) that I should get a pro rate at the very lease he said sorry you should of cancelled in 30 days! It was being investigated has fraud but instead of cancelling they said know she bought this a year ago!! I no longer have the ability to use this software I am entitled to a refund.
Business Response
Date: 07/31/2025
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
Customer Answer
Date: 08/02/2025

Complaint: 23647595

I am rejecting this response because: Nobody has reached out to me no phone call or email I am waiting for their communication.

Sincerely,

****** **********
Business Response
Date: 08/13/2025
Dear ****** **********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing concern.
Wed like to confirm that you were contacted by a Microsoft Executive Escalation agent on August 6th. At that time, you were informed that we had located the charge of $129.99 for Microsoft 365 Family, which was processed on April 3rd.
Our records indicated that the service was not currently active on your account. Therefore, we proceeded to issue a refund for the full amount. Please note that it may take up to ***************************************** your account, depending on your financial institution.
As the issue has been successfully resolved, we will now move forward with closing the case.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/13/2025

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,

****** **********
Customer Answer
Date: 09/08/2025
Microsoft said they would give refund I still have not got one that was on 8/6/25 I have sent 5 emails no answer I am at a loss!
Business Response
Date: 09/19/2025
Thank you for contacting Microsoft.
Weve reviewed your request and can confirm that the refund for your recent transaction has been successfully processed on our end. If you have not yet seen the funds reflected in your account, we kindly recommend reaching out to your financial institution directly, as they may require additional time to post the refund or provide further details.

Thank you again for your patience and understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/24/2025

Complaint: 23647595

I am rejecting this response because:

Sincerely,

****** **********
Customer Answer
Date: 09/29/2025
I am still waiting for Microsoft on how they will send refund
Initial Complaint
Date:07/24/2025
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.
My Xbox account got permanently banned I got no explanation as to why I lost 7 years of gaming progress
Business Response
Date: 07/30/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account concern.
We understand how important your Xbox account is and appreciate the opportunity to assist. If you believe your account was suspended in error or would like to request a review of the enforcement action, you may submit an appeal through the official Xbox Enforcement website. To begin the appeal process, please follow these steps:
Visit the Xbox Enforcement page: **********************************************
Sign in using the Microsoft account associated with your Xbox profile.
Navigate to the Enforcement History section to view any active enforcement actions.
If eligible, you will see an option to submit a case review or appeal. Follow the on-screen instructions to complete your submission.
Please note that not all enforcement actions are eligible for appeal. If the option to submit a case review is not available, it means the action is not eligible under current policy.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 07/30/2025

Complaint: 23646826

I am rejecting this response because:
I did not get a reason for suspension I lost everything on my account I need it back
Sincerely,

***** *****
Business Response
Date: 08/08/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account suspension concerns.
I understand how upsetting it must be to lose access to your account without receiving a clear explanation. Please know that Microsoft takes enforcement actions seriously, and we want to ensure youre directed to the right team for assistance.
At this time, only the Xbox Enforcement Team has the ability to disclose specific details regarding account suspensions.Unfortunately, we do not have access to the reasoning or the ability to reverse enforcement actions from our side.
To proceed, we recommend visiting the Enforcement website at **********************************************, where you can sign in and review any available information about your account status. If eligible, you may also submit a Case Review directly through that portal.
We understand how important your account is to you, and we appreciate your patience as you work with the appropriate team to resolve this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/09/2025

Complaint: 23646826

I am rejecting this response because:
The enforcement team is being unreasonable and needs to be better Ive been a game pass ultimate customer for 7 years I lost so much progress I dont even play my Xbox that much anymore and I actually cancelled my subscription because your enforcement team did this to me I would gladly re activate my subscription if at the very least you guys can transfer my data to my new account plz at least do that otherwise I Think Im just done this is so upsetting
Sincerely,

***** *****
Initial Complaint
Date:07/24/2025
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.
so someone on xbox live came into my party and i wasn't aware at the time followers could be modified and turned off so someone joined was talking smack and said he was gonna ban me idk who it was i dont know his tag i got banned next day and i appeal it and say this wasn't me someone did this in a party and ofc they denied it because they have a bot automatically decline it no one not a real person i dont think looks at the cases i feel my hard work my money that went into this account was deleted and my console was banned to so and all my accounts this is unprofessional act on there end and should be more work with cases like these because its a little crazy someone can ban u just like that with one click of a button they violated my privacy i clearly stated in the appeal that i didn't do this or any tos violations/modification i would appreciate if u take a look into my case
Business Response
Date: 07/31/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.?
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. This decision is final.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/23/2025
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 the ** 365 service, .which is for Word, Excel, etc. A hacker took over my *********** cannot log in. I've tried to talk to a live person. ***************** had not been working for a good 5 days now. I've been trying every evening. The stupid IVR wants a serial number which is irrelevant to my ******************** of service. I need to know when the *********** for 2 factor authentication is going to be working? I cannot get through yo answer this question. The service is really bad. ** is the one that moved to subscription based services but it is impossible to get help. I have a new phone number ************. My other phone ************ works but is offline most of the time since it has been relentlessly attacked by hackers.
Business Response
Date: 08/04/2025
Dear ******* *********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
We understand that your situation and how concerning it must be, however we will make our effort to help you recover your account, please visit ************************************************ 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 let us know when the account recovery form has been filled and one of our agents will manually review it.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/28/2025
You can tell *** I will never buy another ** based computer. This is it.

This company does not care about its customers, else their actions would show it.

Thank you,
******* *********
Initial Complaint
Date:07/23/2025
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 Xbox Live account (******************************************************************) was permanently banned on 7/18/2025 and my appeal was unfairly denied. I've never violated terms of service or cheated. I play only Call of Duty Zombies and GTA Online normally, without exploits or abuse.I'm experiencing significant loss due to digital purchases and subscription services being locked. I request an urgent high-level review and reinstatement of my account.
Business Response
Date: 07/29/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/23/2025
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.
Predatory sales, services and marketing, use of likeness, image and identity, imitation of social media activity, sharing personal information to force associations and involvement with brands, companies, individuals and events without my consent and awareness
Business Response
Date: 07/30/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent concerns.
We take matters involving customer privacy, consent, and service experience very seriously. In order to better understand and investigate the issues you've raisedparticularly regarding the use of likeness, identity, and any unauthorized associationswe kindly ask that you provide a few additional details:
Any specific examples or references (e.g., platforms, services, or communications) where you believe your likeness or personal information was used without your consent.
Any relevant dates or interactions that may help us identify the activity.
Once we receive this information, well be able to review your case more thoroughly and determine the appropriate next steps.
We appreciate your time and look forward to assisting you further.
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:07/23/2025
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.
Microsoft's Bing search engine is listing information about my house that is false and I want the pictures removed: **************************************************************************************
Business Response
Date: 07/30/2025
Dear ***** *********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Bing search issues. We understand how concerning it can be to see inaccurate or outdated images of your property appearing in search results, and we are here to help guide you through the steps to address this issue.

Why This Happens
Bings image search results are generated by indexing content from third-party websites. This means that **** does not host the images directlyit simply displays what is publicly available on the internet.

What You Can Do
1.Identify the Source Website
Click on the image in Bing search to view the source website.
If the image is still live on that site, we recommend contacting the site owner or webmaster to request removal.
2.Use Bings Content Removal Tool
If the image has already been removed from the source but still appears in Bing:

Visit the ****************************************************.
Sign in with your Microsoft account.
Submit a request to remove:
Outdated cache (if the image is gone from the source).
Broken link (if the image leads to a non-existent page).
3.Submit a Legal or Privacy Complaint
If the image is false, misleading, or violates your privacy:

Use the Bing Legal Request Form.
Provide:
The URL of the image.
The URL of the source page.
A clear explanation of why the image should be removed.
4.Send Feedback via Bing
Scroll to the bottom of the Bing image search results page.
Click Feedback and describe the issue.
Important Notes
Bing can only remove images from its search results, not from the internet itself.
If the image remains hosted on a third-party site, it will still be accessible unless the site owner removes it.

Best regards,

Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.