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

5,661 total complaints in the last 3 years.
2,337 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:07/23/2025
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 renewed Skype earlier this year, shortly after you announced you are retiring Skype and moving us all to Teams. You have moved us to Teams and I no longer have features that were promised under my initial purchas such as voicemail and text messages. It will even cost me money to port over my number to get out of this mess. I want a refund as this is absurd.
Business Response
Date: 07/30/2025
Dear ***** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Skype subscription and the recent changes to the service.
We understand your concerns and appreciate the opportunity to clarify the transition from Skype to Microsoft Teams.
Skypes free features, including chats and calling to other Skype users, were retired as of May 5, 2025. To continue using similar features, you can sign in to Microsoft Teams Free using your existing Skype credentials. Your chats and contacts will be automatically moved. If you prefer, you may also export your Skype data.
While Skype is no longer selling new Skype Credits or subscriptions, users with active subscriptions or Skype Credit can continue to make and receive calls using the Skype Dial Pad, available on the web portal or through Teams Free. The Dial Pad will only appear if your balance or subscription is active. If inactive, you can reactivate it via the My Account page.
For information on refund eligibility, please visit the following support article:
***************************************************************************************************
If you believe you qualify for a refund under our policy,please let us know and we will be happy to review your request.
Thank you again for reaching out, and we appreciate your continued support.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/02/2025

Complaint: 23643207

I am rejecting this response because: Features have been removed with the removal of Skype. I no longer have access to voicemail and texting as I did before and I want a refund.

Sincerely,

***** ********
Initial Complaint
Date:07/23/2025
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.
on Friday July 18th 2025 I was randomly banned from using Xbox services on my account. The enforcement page only stated that my account violated community standards, without giving specifics. That week, I had barely used Xbox, so I was unsure of any possible cause.I was eligible for an appeal and used the case review process to seek clarification. 2 days later, they responded that the situation was still under investigation, asking for any additional information I could provide. I explained my limited activity, noting I hadnt harassed anyone, sent messages beyond inviting friends to parties, or used exploitative software or cheats. I was genuinely confused Eventually, they shared a category for my ban (still not telling me exactly what I did): Manipulation of Xbox Services, which can involve cheating, unearned in-game ranks or achievements, or interfering with network traffic either on my device or others.I leave a reply email telling them once again what I said in the first reply. But I theorize I could've accidentally triggered their system and was banned for 'interfering with the network traffic of your devices or the devices of others.' I explained that week I was having connection issues with the Xbox app on PC. I tried opening the settings for the app via the settings icon. Clicking this icon would crash the app and relaunch it. So in frustration trying to fix it I spammed the icon trying to get the settings to open. I did this about 10 times resulting in the app crashing/relaunching. Perhaps this triggered my ban as they thought I was trying to do an exploit. I have not received any reply and I'd like someone on the enforcement team to look into my case as this was just a big misunderstanding, I wasn't trying to exploit anything, I just kept opening the app trying to reach the settings. I'm willing to provide video evidence of the app not working and just want my account and years of progress restored. I have never had any strike/suspension on Xbox.
Business Response
Date: 07/31/2025
Dear *** *******,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your Xbox account suspension.

Weve reviewed your complaint and contacted the Xbox Enforcement Team, as they are the only team authorized to review and reverse enforcement actions. They provided the following update:

After a thorough investigation, it was determined that the account in question was 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 instead of the actual game being played. These actions are a direct violation of our Community Standards and Terms of Service.

Additionally, the third-party tool explicitly warns users about the risk of enforcement actions, including account suspension. Given the nature of the violation and the clear warnings provided, the decision to suspend the account has been upheld.

Based on this information, we will be closing this complaint, as no further action can be taken regarding this case.

We appreciate your understanding and thank you again for bringing your concerns to our attention.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/31/2025

Complaint: 23642855

I am rejecting this response because: I never used ANY third party software. I am being falsely accused of breaking violations. I have proof of what happened. The only suspicious thing I can think of that was done was simply play halo mods which again is a FEATURE intended by the developers, Halo Studios (pictures provided). They give you the option to launch with anti cheat off and online services are switched off for players to play with mods there is no third party software at play
You guys can check my previous history I've never had any strike or suspension on my account I wouldn't throw all this work away, This is all a misunderstanding.
I am writing to contest the ban on my account due to this alleged use of third-party software. I would like to state unequivocally that I have never used any third-party software associated with my account. This leads me to believe one of two things may have occurred: either someone else gained unauthorized access to my account, or there was an error in your system that resulted in a false flag.
I respectfully request that you review my case and provide any evidence you have regarding the alleged activity. I am seeking justice in this matter and would appreciate the opportunity to have my account unbanned.

Sincerely, *** *******
Customer Answer
Date: 08/11/2025
Support did not help
Customer Answer
Date: 08/20/2025
I was unjustly banned from using Xbox services permanently for no reason Via an automated ban system without proof/explanation. After using the Xbox enforcement appeal system to find out what I did the appeal was denied and I was forfeit the opportunity to defend myself. I was informed I was banned for "use of an unauthorized third-party tool" and used this tool to "to spoof game titles, resulting in the display of inappropriate content instead of the actual game being played." I would like to state unequivocally I have never done this and the enforcement team is falsely accusing an innocent user. I have proof I have never done this as I ALWAYS appear offline and have been long before the ban, I last appeared online on July 13th which is 5 days before I even got suspended (picture provided, dated 8/1/25). Only on the home screen, only for a few minutes so a friend could join my party. I find it hard to believe I could be accused of 'spoofing a game title' if I never appear online. I respectfully request the Xbox enforcement team reviews this statement and provides evidence or proof of me using this third party tool that I allegedly used to display inappropriate content. My account has never had any suspensions or strikes in it's entire lifetime, Why would I throw away all the progress on my account by violating and as a long time consumer of Microsoft/Xbox I am very disappointed and would like the opportunity to reinstate my account.
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.
Xbox locked me out of my account and I have no access to the old email. I have thousands of dollars on this profile yet I cant call them because I cant login on old email. This is the second profile to do this and I will not stand for this. I currently have Microsoft blocked on any of my cards and if not helped I will go to ****. Never in my 40 years have I ever seen a company that doesnt have a phone number to talk to a human being. This is very unprofessional and I work for customer service. Call me ******************** or it will be something regret because **** will get all my business and you will not!!!!!!
Business Response
Date: 07/30/2025
Dear ****** **********,

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

At this time, we are unable to proceed with a detailed review as the email address associated with the affected Xbox account was not provided. Additionally, please note that only the Xbox Enforcement Team has the authority to investigate and potentially reverse enforcement actions, including account suspensions.

To request a review of your suspension, please follow these steps:

Visit the Xbox Enforcement website
Go to **********************************************

Sign in with the affected account
Use the ******************** account linked to the suspended gamertag.

Review your enforcement history
Once signed in, navigate to the Enforcement History section to view details about the action taken.

Submit a Case Review (if eligible)
If the enforcement action qualifies for appeal, you will see an option to Submit a Case Review. Follow the prompts to provide any relevant information or context for the Enforcement Team to consider.

Please note that not all enforcement actions are eligible for review, and the decisions made by the Enforcement Team are final. They are the only team authorized to handle enforcement-related matters.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/23/2025
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 account of over 9 years was permanently suspended on July 23rd, 2025, at 4:07 AM ADT, for alleged inappropriate conduct or content. The issue is that I had not used my Xbox or any Microsoft service for several days prior to the suspensionI was away on vacation in ******** and didnt have access to my console or account. I only discovered the suspension when I returned home and turned on my Xbox around 6 PM ADT.I believe my account may have been compromised and someone else accessed it while I was away. I immediately submitted an appeal to Xbox/Microsoft through their official enforcement website, but I have not received a meaningful response or explanation.This account holds years of purchases, achievements, and an active Game Pass Ultimate subscription. I am seeking a proper investigation into the suspension, as I believe it was done in error or based on actions I did not commit. *** had this account for nearly a decade with no prior enforcement issues.
Business Response
Date: 07/30/2025
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: 07/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
Date:07/23/2025
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 have been trying desperately to speak with someone regarding my email account being hacked. I have tried all of the recommendations provided on the Microsoft help support page. We have an Xbox and have not been able to use it because someone hacked our email account. We can't reset it! We can't do anything! The customer care provided by ******************** is unimaginably horrible. I need help. We pay and use Microsoft products. I even teach Microsoft Office in a public school. Can someone please call me at ************. If not available please leave a message.
Business Response
Date: 07/29/2025
Dear *** ******,
To proceed with verifying your ownership of the Microsoft account, please visit the following secure link: **********************************. This is the official and only method available to recover access to your account.
You may submit the verification form up to two times per day. For the best chance of success, please ensure that each submission includes new or previously unprovided information.
Kindly confirm that you are using the exact link above. If you require further assistance, please let us know the Microsoft account (email address) in question so we can support you accordingly.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/23/2025
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 have ordered so much from Xbox and I have all my accounts tied up with ******************** authenticator to the point that Microsoft my defacto digital self. After my phone died and I had to get a new one, they flagged my account for suspicious activity and will not accept any other way than the previous phone that is completely fried. As a result, Im stuck in a password reset h*** loop. I have tried calling, but it just forces me to go to their FAQ website that absolutely does nothing to resolve the issue. Ive tried calling other numbers and I even received this very one sour person that told me to go f*** (myself) and to stop f****** calling. I cannot sign in and all my two factor even for my education is tied to this email address.
Business Response
Date: 07/30/2025
Dear ****** *****,

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

Please visit ********************************** to provide the required information to verify that you are the rightful owner of your Microsoft Account. This is the only way to regain access. You may submit the form up to two times per day and should try to include any details not previously provided. If the system verifies your ownership after submitting the **** form, please contact us again with the affected email address so we can assist you further.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/23/2025
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.
Microsoft has intentionally disabled access to live support for Rewards issues. Users are being routed into an AI loop with no resolution pathway. Ive lost time and money trying to resolve a simple issue and cannot contact a single human.
Business Response
Date: 07/30/2025
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:07/23/2025
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.
My Micorsoft account got hacked and i just want it back.The account was Linked to an Xbox account with an ongoing game pass i already gave all off the informations necessary to confirm that im the rightful owner of my Microsoft Account but there telling me that they know that im the first owner and that i got hack but they cant do anything because the hacker changed my private informations "We are unable to make changes to account security information due to security protocols in place and acceptance of the Microsoft Services Agreement when creating the account" so they asked me to create a new account and buy again all of my games plus to forget about my 15 go of private family informations on my one drive so i just lost everything and i dont think this is right i feel like they give more reason to the hacker than to me so im asking for your help i cant lose all those years like that
Business Response
Date: 07/30/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
We understand how important access to your account is,and we appreciate your efforts so far. To proceed, we kindly ask that you resubmit the account recovery form using the link below:
*********************************

Please ensure that you provide as much accurate and updated information as possibleespecially details not previously ************* may submit the form up to two times per day.
Once your account ownership is successfully validated,you will be connected with a support agent who can assist you further

We appreciate your patience and cooperation, and were here to support you through this process.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/30/2025

Complaint: 23641175

I am rejecting this response because i already did all of this and they sent me an email saying that im the right owner of the account and that they know that i got hack but that they cant do anything because the hacker change my personal informations i link to this the mail that they sent me i got so many things on this microsoft account i rly need it back they cant just ghost me like that pls help me

Sincerely,

****** *******
Business Response
Date: 08/11/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account ownership concerns.
To assist you further, we kindly ask that you provide the following details:
The Microsoft account email address associated with the issue
The case number related to the confirmation of ownership email you received
Once we have this information, well be able to review your case more closely and determine the appropriate next steps.
We appreciate your patience and look forward to resolving this matter with you.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/11/2025

Complaint: 23641175
Thank you for your respond the Microsoft account email address associated with the issue is *********************** its not link anymore because the hacker changed it
and the case number related to the confirmation of ownership email is 7081472372
Sincerely,

****** *******
Business Response
Date: 08/25/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
We have reviewed your case, and in order to proceed, we kindly ask that you complete the Account Recovery Form using the following link:
**********************************
This form is the only method available to validate ownership of the account in question. You may submit the form up to two times per day. Please ensure that you provide as much accurate and complete information as possible, especially details that may not have been included in previous submissions.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/22/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a Microsoft customer for as long as I can remember. I have used their movie services for many years to "purchase" not "lease" movies as what was written on the screen at the time of giving them my money. They have ended the service with no warning. They are our primary source for movie purchasing. Now, we run the risk of losing all content, as though they claim we still have access to our content, but that is not guaranteed, and their track record with music shows that they are no longer to be trusted, and we are incredibly inconvenienced as we now have to find a new source to keep our content which will be separate from the numerous titles we have trusted Microsoft with hosting over the years.They did this with no warning, and a purchase was made within the week of the takedown they knew was going to happen. A purchase I would not have made if I knew they were going to do this. I believe this to be bad business. I cannot use the content without their app, they wither need to refund us money, I'm not interested in credit, or they need to release the blockers that keep us from accessing the content outside of their control.
Business Response
Date: 07/30/2025
Dear ******* *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your movie service issue. We completely understand how frustrating it must be to lose access to content you believed you had purchased permanently. Your loyalty to Microsoft over the years is deeply appreciated, and we want to ensure your concerns are heard and addressed appropriately.

As you may be aware, Microsoft has officially discontinued the Movies & TV storefront across Xbox and Windows platforms. As of July 18, 2025, customers can no longer purchase or rent new movies or TV shows through ************************, the Microsoft Store on Windows, or the Microsoft Store on Xbox.

What This Means for You:

You can still access and watch your previously purchased content using the Microsoft Movies & TV app on Xbox or Windows devices.
Downloads remain available in HD resolution, though 4K is no longer supported.
However, continued access depends on Microsoft maintaining support for the Movies & TV app, which understandably raises concerns about long-term availability.
Regarding Refunds: Microsofts policy generally states that digital purchases are final and non-refundable, even for purchases made shortly before the service shutdown.

Alternative Options: If you are based in the ***** Microsoft recommends linking your account to **************************, which allows eligible movie purchases to be transferred to other platforms like ********* Amazon Prime Video, ****** Play, and ******** Please note that TV shows are not supported by this service.

Thank you again for your patience and for being a long-time Microsoft customer.

Warm regards,

Microsoft Corporation
Initial Complaint
Date:07/22/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I just bought my xbox Series x and a few days later, it was console banned from Xbox Network, I didnt do anything wrong, if it was by accident, then i wasted over ****** for nothing... Please help unban me from Xbox Network!Gamertag : DntNeed5Outs Xbox Serial Number : ************** Email : *********************
Business Response
Date: 07/28/2025
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
Customer Answer
Date: 07/28/2025

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,

**** ******

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