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

5,180 total complaints in the last 3 years.
2,073 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:11/22/2022
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 purchased the brand new sonic frontiers game for Xbox one, and it doesn't play correctly on the original Xbox one, so I purchased an Xbox ****** ******** still doesn't play correctly either. People online are saying it only plays on the xbox series X, even though the game box says otherwise. Microsoft's solution for me is to basically keep declining me the ability to request a refund, and then when I contact their customer service, someone says they'll help me and get back to me within 24 hours, and nobody ever gets back to me. my reason to believe that I think they do this on purpose because once his past 14 days, it'll literally be impossible for you to get a refund from them.I've been with Microsoft for over 25 years, and I've been on Xbox for over 15 years, I've honestly never seen their customer service be this bad before but I'm honestly disappointed and it will probably be the last Xbox game I'll ever buy. The crazier part is the fact that I used an Xbox gift card to buy the game, so it's not like I'm trying to get money back or some thing, I literally just want the credit back to my account so I could play a game that actually works on the brand new system I was forced to buy. I can't get a refund on the system, so I at least want a refund on the game
Business Response
Date: 11/28/2022
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 7010293718.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/02/2022

Complaint: 18453472

I am rejecting this response because:
even after reaching out on my own behalf several more times, nobody ever reaches back to me. I include an attatchment showing one of my last conversations i have with them not responding back after they say they will follow up. You can close this as unresolved. Thanks for trying

Sincerely,

***************************
Business Response
Date: 12/09/2022
Dear ***************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your support case # **********, we were able to confirm our representative ***** from Microsoft Customer Support decided as a one-time exception to refund the total amount of $59.99 USD for Sonic Frontiers. Generally, refunds usually take between 3 to 5 days to fully process,however, it could take up to 30 days depending on your financial institution's individual policies. As there is no further action BBB can take on this matter,we will proceed to close this complaint.
Youre of course always welcome to contact us again at https://support.microsoft.com/en-us for any future assistance.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/22/2022
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.
In November 2020 I bought a Chromebook at my local Best Buy. I also purchased a digital subscription for Microsoft 365 ($49.99) recommended by the sales person. I followed the installation directions and when it didn't work I honestly forgot about it for a while and never renewed it so i understand if that amount won't be refunded. Now that I need the software to do work I got on chat with the company last October 26 and began the process to purchase and install. I paid for the subscription and that was refunded because the person I chatted with was trying to get me the state employee discount. I was fine with not getting the discount because my work subscription is inactive due to my retirement. She then refunded the amount and recharged it once my banking information was added. I tried several times to use the link I was sent to install Microsoft 365 and when I contacted them again I was told that particular software could not be used on my laptop (this was not the case in my first conversation) and they would not issue a another refund because one is their limit. I explained the situation and they continuously insisted they would not give me a refund although the fault was theirs. I was lied to and misled and in my opinion they committed fraud. I did not request the first refund. The person on chat did it. This is not my fault and I want my money back ($76.46). I know this is not a lot of money but it's the total disregard for consumer assistance that bothers me.
Business Response
Date: 11/28/2022
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 7010294342.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 11/28/2022

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: 12/01/2022
I'm sorry but this complaint should not be closed. I understood that someone from Microsoft would contact me. Instructions were very difficult to read on my phone. I thought I was letting you know I accepted that I would be contacted, not have case closed! I want my money refunded.
Business Response
Date: 12/08/2022
Dear ***************************,
Thank you for your response. After reviewing your complaint and recent service request #********** we see that ******* from Microsoft Customer Support has been working with you on this case. After reviewing your support case, we were able to confirm our representative mentioned she was able to process your refund. As she mentioned, please allow a couple of days for the refund to fully process without any trouble.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/22/2022
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 children have an Xbox that was registered to their father. He has passed away but they have stayed logged in and used the Xbox. We have purchased games Ive never had a problem. This week my son purchased a $63 game and after paying for it the computer informed him that it was not able to download it. Evidently it wasnt compatible with the version of Xbox that we have. We are unable to login because the email address has been deactivated due to the death of their father. There is no phone number and no email contact for this company to speak with someone about being reimbursed for a product we never received. The only way to communicate is to login and we cant login because we do not have the email address.
Business Response
Date: 11/28/2022
Dear *****************************;!

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Furthermore, we have reached out to our specialized team for this issue, on your behalf and we have requested they contact you to assist with your complaint as soon as possible.

Service request 7010279110 has been created for this case.

Meanwhile, We will continue monitoring your complaint until get a resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:11/22/2022
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 upgraded my Microsoft 365. Since that time, my gmail accounts no longer work properly with outlook. I am frequently asked to reenter my gmail passwords into Outlook. My old Microsoft account did not have this issue. I was initially told by Microsoft that the issue was with ******* ****** wanted to charge me to file for help on this issue. I went back to MS and asked for help and I kept getting emails telling me to try this or that. I tried a few suggestions and the issue continues. I asked that we schedule an appointment when a MS representative can help me and that suggestion was ignored. They have now closed the request with no solution. I am being charged a monthly fee for the upgraded account and it does not work properly. I am not proficient with computers and require that someone walk through the suggested solutions with me. I also need to schedule a time so I am available and ready to work on the problem. This is concerning MS **** #********
Business Response
Date: 12/09/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Outlook account issue. 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 7010637877.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/22/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Microsoft Surface Pro 8 less than 7 months ago and the device died about 1 month ago. Not only did Microsoft refuse to send me a new device after I spent $2,000 on a product that lasted less than 7 months, but sent me another faulty refurbished device with a broken wi-fi driver. They refuse to send a new device even though I spent $2,000, had the product for less than 7 months, and it was the device itself that they determined crash through no fault of mine. Microsoft customer service has refused to acknowledge that this is a disgrace. An item that costs over $2,000 should last more than 7 months. I have purchased this device as a business owner and have now lost business due to Microsofts lack of customer service and faulty products.I am truly disgusted with this company, the purchase, and I would like to be provided with a new device equal to the one I purchased.
Business Response
Date: 11/30/2022
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Surface replacement. 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 7010357505.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/30/2022

Complaint: 18450610

I am rejecting this response because:This is unacceptable. My Microsoft Surface 8 that cost me over $2,000 died within 7 months and the customer support team at ******************** continues to want to send me refurbished items even after the refurbished one they sent me had a broken Wi-Fi driver. At this point, the only response that Microsoft can take to solve this ongoing issue is to provide me with a brand new Microsoft Surface 8 LTE, the same model I originally purchased. Thank you.

Sincerely,

*********************************
Business Response
Date: 12/08/2022
Dear *********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. After reviewing your case, we see that our agent explained Microsofts policy on replacement devices, please continue to work with our agent towards your resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:11/22/2022
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 a client that got ********************* on their network and took down their mail server. They purchased 60 Office 365 email licenses to switch email to the cloud. They created a new account and tried to add their domain to the account. It keeps telling them it is a different account. They have made many calls every day opened ticket after ticket. No one will tell them what account it is in and no one will release the domain that belongs to the client. All they keep telling them that the *** department has the ticket and can solve the problem and will reach out to us but never do. Not sure who is worse the hackers that encrypted the server or Microsoft for holding their domain and email hostage for a week now.
Business Response
Date: 11/29/2022
Hello ***********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your license and domain server issues. A senior member of our Commercial Microsoft Team will start an investigation related to this matter and contact you directly to work towards a resolution.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:11/21/2022
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.
After several attempts to resolve this issue with Microsoft representatives and multiple unjustified suspensions I have decided to submit this complaint. My goal is to reach a Microsoft representative that can assist me with this issue to ensure this never happens again. That said, here's a short summary of each suspension in order of occurence.Suspension 1 (11/30/21 - 12/8/21)On November 30th, 2021 at 4:07pm PST my Xbox account was suspended for an unspecified reason. The suspension period lasted 8 days and prevented me from accessing core features that I had previously purchased.Suspension 2 (11/13/22 - 11/14/22)On November 13th, 2022 at 11:59am PST my Xbox account was suspended for an unspecified reason. This suspension lasted for 2 days and once again prevented me from accessing core features that I had previously purchased.Suspension 3 (11/16/17 - 11/17/22)On November 16th, 2022 at 7:25am PST my Xbox account was suspended for an unspecified reason. This suspension lasted for 2 days and prevented me from accessing core features that I had previously purchased.Suspension 4 (11/16/22 - 11/17/22)On November 16th, 2022 at 2:17pm PST my Xbox account was suspended for an unspecified reason. This suspension lasted for a 2 day period and prevented me from accessing core features that I had previously purchased.As you can see I was suspended 4 times within a single year. And that has NEVER happened before. Not once over the course of my 18 year account. These unjustified suspensions of service have not only served to inconvenience me but have also tarnished the integrity of my account.For that reason, I want my account restored to its previous standing, and I want to be appropriately compensated for the time and trouble this has cost me.Total Amount Owed - 12 months of Game Pass Ultimate = $179.88 - Total amount of affected digital media = $543.74 - Total amount of affected hardware = $1,127.2 - Xbox Access = $111.41
Business Response
Date: 11/28/2022
Dear ***********************;!

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. Furthermore, we have reached out to our specialized team for this issue, on your behalf and we have requested they contact you to assist with your complaint as soon as possible.Service request 7010284278 has been created for this case.

Meanwhile, We will continue monitoring your complaint until get a resolution.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 12/05/2022

Complaint: 18447206

I am rejecting this response because: Microsoft has failed to respond to me, and has failed to resolve this issue.

Sincerely,

*************************
Business Response
Date: 12/13/2022
HI *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account issue. We found a previous service request in which stated as follows:

Service Request 7010284278

Hi *****,

This is ***** with Microsoft Customer Support. I would like to thank you for taking the time to contact us.

I would like to follow up with you regarding Service Request 7010284278, which you have submitted with Microsoft Customer Support, as we have not heard back from you regarding information that has been requested in order to continue investigating your escalation. Initial contact was made via email on 12/03/2022 with some follow-up questions.

I would be more than happy to assist you with your service request, however, as we have not received a reply, we will be closing Service Request 7010284278 at this time. If you wish to resume the investigation into the issue you are experiencing, you may reply to this email with the requested information, and your service request will be reopened. After 7 days the Service Request would no longer be able to be reopened and you would need to contact Microsoft Support to create a new Service Request.

We sincerely apologize for any inconvenience that you have experienced and I appreciate your understanding and patience while this problem was investigated.
Sincerely,

**************
ACA Support advocate
Microsoft Customer Support
If you need further assistance, feel free to re-open your case by replying to ***** based on the service request given above of this message.
We suggest you get in touch with ***** or if let us know your most suitable email address to contact you with a new case for a new investigation.

Sincerely,
Microsoft Corporation.
Initial Complaint
Date:11/21/2022
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 bought a Xbox Series X console back in February 2022 and console is underperforming in the hardware/software department. I have had issues with downloading content, games, and updates. I have used resources available to trouble shoot online with Xbox support, but nothing helps resolve the issues. I have called and trouble shot with my ISP, Xfinity, and had an agent come to my residence (11/04/22) to verify and confirm all is good on that side. I finally reached a customer support rep from ******************** on 11/04/2022 and trouble shot and had technical support questions for the better part of 2-3 hours. My Xbox is in warranty and can be replaced. Once the rep could not help, he decided that in fact my Xbox has an issue and needs to be sent back for repair/replacement. The rep set up the first Service Order Number: **********, please look into for more details. I dropped of the Xbox at the *** Store in a wrapped box with the Microsoft provided Return Label, this was 11/07/22. I received the package back on 11/09/22 with a return to sender and note of "hazardous material". I called Xbox support and explained the situation. I was on the phone for another 2 hours and was advised to cancel the order number and new one would be created. Service Order Number: ********** was created and I was told to do the same thing as previously advised. I informed the Microsoft rep on what had happened with the return to sender issues and asked how this would be different, we proceeded anyways. I dropped of the Xbox at the *** Store in a wrapped box with the Microsoft provided Return Label, this was 11/12/22. I received the package back on 11/17/22 with a return to sender and note of "hazardous material". I called Xbox support and explained the situation AGAIN. I asked to speak with a manager/supervisor but have not been successful in 3 attempts. I have been disconnected twice and have spent the better part of 12 hours dealing with this issue. I am done asking for help, I need a replacement
Business Response
Date: 11/28/2022
Hi *********************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox replacement order. We have seen that you already have a previous service request
7009763123
In which he indicated that contacted the hardware team and will keep you updated about it.
In case you need further assistance please ask for an update, on the contrary if you do not receive any reply in the next 48 hours, please feel free to let us know.
Sincerely
Microsoft Corporation
Customer Answer
Date: 11/28/2022

Complaint: 18445956

I am rejecting this response because:
I have received several responses just like this one, nothing ever happens or gets resolved. I would like to speak with a supervisor who can get me what Im looking for. Not a response staying we will get back to your request in 24 hours. Per my email trail Microsoft closed out this request already for no real reason.

Sincerely,

*********************
Business Response
Date: 12/09/2022
Hi *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Xbox replacement issues. A senior member of our Microsoft support team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7010641215

Sincerely,
Microsoft Corporation
Customer Answer
Date: 12/14/2022

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 under the condition that the complaint is indeed resolved in a timely manner by Microsoft.

Sincerely,

*********************
Initial Complaint
Date:11/21/2022
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.
Microsofts product (Xbox) has an enforcement team that is consistently suspending my account every week with no end in sight. The suspensions are severely retroactive and stem from ***************** posts I submitted on the system over the summer. There is nothing in these posts that go against any terms and conditions that would warrant a suspension. Because I submitted this exact post dozens of times, I am subject to a suspension for every time this post was created. Again, theres no indication of why my post is triggering a suspension from their enforcement team.[It is worth noting that if a looking for group post did in fact contain unauthorized content, the Xbox system will automatically not allow it to be submitted] Due to Microsofts business practices, there is no way to contact this enforcement team or contact any related individuals or departments to get help or clarification on the matter. The only department Im ever able to contact is the support team. This team does not handle any actions made by the enforcement team and can do nothing to help me. Microsoft Support allows you to submit appeals for suspensions (only for suspensions longer than two days). This is a fatal flaw because Im getting a constant suspension for 2 days every single time. So while I consistently can not use the online service Im paying for, I can never submit an appeal to get the issue resolved. Im trying to be reasonable and utilize every available option short of filing a lawsuit, but I will do it as a last resort. I enjoy using the Xbox product and service and have been doing so since 2006. This issue is extremely frustrating and Im disappointed at the lack of transparency from Microsoft. *For Microsofts reference* : My gamertag is ReeseUSMC
Business Response
Date: 11/29/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox console. 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 7010325595.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/29/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partly satisfactory to me. I will standby to wait for Microsoft to contact me in regards to rectifying this issue and provide appropriate compensation for the inconvenience.

Sincerely,

*****************************
Customer Answer
Date: 02/07/2023
I am tired of getting my account suspended every time I make a ***************** post. Somebody out there continues to report every post I make and I get suspended every time. Theres nothing wrong with the post and it doesnt violate any terms or conditions, but because some disgruntled player doesnt like me looking for people to play with, he can report me and get my account suspended over and over. Im tired of representatives lying to me and saying my account wont get suspended anymore just for it to happen again. I am about ready to get a lawyer and file a civil suit against Microsoft for this. I am being charged for a service that actively denies my use of said service. You have a system that allows users to create a public post to find people to play a game with. If someone has a vendetta against a player, they are free to falsely report a post and get the other player suspended without any reasonable cause.
Desired Resolution: Contact by the Business
Business Response
Date: 02/14/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account suspension issues. 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
Customer Answer
Date: 02/15/2023
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. As stated, Microsoft will contact me directly so I will wait for their contact.

Sincerely,

*****************************
Customer Answer
Date: 04/25/2023
My Xbox live account has again been suspended by the Microsoft Enforcement Team. This is now the 5th time its happened and every time I ask for a reason why, no representative can tell me. Microsoft refuses to be transparent with their customers yet we are paying for a service theyre not allowing us to use. I did not violate any of their conduct rules or anything outlined in their terms of service but they have the freedom to charge me a monthly fee AND deny me usage of the service with no way for me know why. When I try to contact a representative they essentially roadblock me from getting any answers. They say that an actual enforcement team exists but at the same time theres no way to contact them. This is my second BBB complaint about the same issue and Im running out of options short of hiring an attorney and filing a lawsuit. The first BBB complaint about this issue was closed because someone from Microsoft contacted me and said they would find out what the issue was, how to resolve it, and give me a call back. THEY NEVER CALLED BACK. And now here I am having the same issue again. I want to be reimbursed for the money Im being charged every month for Microsofts Xbox ************ when my account gets suspended and I also want to know the EXACT SPECIFIC reason why my account keeps getting suspended by your enforcement team.
Desired Resolution: Reimbursement and contact from Microsoft with a valid explanation and reasoning for my suspension
Business Response
Date: 05/01/2023
Hi *****************************,
Thank you for?contacting Microsoft Corporation via the ,Better Business Bureau regarding your Xbox account enforcement action. A?senior member of our Enforcement Team will investigate this matter and contact you directly. Service Request **********
?
Sincerely,?
Microsoft Corporation?
Customer Answer
Date: 05/02/2023
I am rejecting this response because:
I have not received a phone call where I was able to speak to someone who could give me an answer as to exact reasoning why my Xbox live account continuously gets suspended. Xbox representatives seem to be prolonging the issue in order to get this complaint closed out but Im not letting this complaint close until I get an answer once and for all. This is the 5th time Ive been unjustly suspended and it isnt right.

Sincerely,

*****************************
Business Response
Date: 05/09/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. This issue can only be resolved/explained by our enforcement team, unfortunately due to the amount of claims the enforcement may take longer to respond to you, if you wish to submit another claim please visit enforcement.xbox.com

Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/11/2023

Complaint: 18444898

I am rejecting this response because:
Microsoft representatives have told me numerous that there is no way contact a real person on the Enforcement team. The website in the statement from Microsoft does NOT allow me to actually contact a real person in order to figure out the exact reason why my account continues to get suspended. Microsoft is never transparent with their customers. They force customers like me to pay for their service every month while also randomly suspending us from using that service without a proper explanation as to why. During the past suspensions, after I file complaints, Microsoft would have representatives contact me. They would lie to me and say that theyll make sure I doesnt get suspended again or that they will call me back when they find out the answer as to why it keeps happening. I never get a call back with the answer and my account continues to get suspended every month. I am fed up with the lies and lack of support from a company Ive been loyal to for the last 17+ years. I have no choice but to come here to the BBB in hopes to finally get some answers and possibly make a change so that other gamers will not have to go through what Im going through. Its either this or I hire an attorney and file a lawsuit. Im trying to be as civil and as reasonable as possible.

Sincerely,

*****************************
Business Response
Date: 05/16/2023
Hi *****************************,

Thank you for contacting us, Better Business Bureau. We are very sorry this keeps happening to you, the customer support agents act like an intermediary between you and the enforcement team, Enforcement is the ONLY team capable of taking action on this cases, but they review the information to resolve every issue possible, please apply for an appeal on the enforcement website or contact customer support.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 05/18/2023

Complaint: 18444898

I am rejecting this response because:
When the appeal option was available, it was denied with no reason why. The overall reason for the suspension was never given, and every subsequent suspension after that has all been for the exact same ***************** post that show no evidence of any violated terms and conditions. Also, contacting customer service is not an option because none of the representatives can/will give me any information in regards to my suspension. The system you have in place is set up to have customers (like me) be subject to a never-ending loop of misinformation. Your service representatives will direct me to your enforcement.xbox.com website which only tells you that youve been suspended (but not why). It doesnt allow you actually contact the enforcement team to speak to a real person. When I try to go a different route to get answers, Im directed back to that site which starts me back at square one. I simply want to know what the exact problem with my ***************** post is and why this same post continues to get me suspended repeatedly. Ive been trying for months to get this answer, but instead I just get a new suspension almost every month.

Sincerely,

*****************************
Business Response
Date: 05/25/2023
Dear *****************************,

We understand your frustration with this situation, unfortunately only our enforcement team or the recovery form can help you either unsuspend your account or recover your account. Visit enforcement.xbox.com or *****************************. We apologize for the inconveniences youve experienced, as for now Microsoft will not be responding.
Future issues visit ******************************************************** call ************.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 05/26/2023

Complaint: 18444898

I am rejecting this response because:
My current suspension has ended but the issue is me getting suspended again in the future. I need to know that I wont get suspended again for the same thing for a 7th time.

Sincerely,

*****************************
Business Response
Date: 06/01/2023
Dear *****************************,
We are happy to hear you are back up and ready for more gaming, as per your suspension as long as there are no misconducts or violations of the code of conduct no suspensions will be made.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/02/2023

Complaint: 18444898

I am rejecting this response because:

You all still refuse to tell me why I keep getting suspended though. Ive been suspended 6 times for the same exact reason and you wont tell me what Im doing wrong. Yes, the current suspension has expired but theres nothing preventing it from happening again. You wont address the real issue and thats why Im forced to make this complaint. You say to not violate any terms or conditions in the future but you cant specify the term or condition that was violated to begin with. Please tell me what Im doing wrong so that I wont do it again in the future. Please show me the same transparency Im showing you.

Sincerely,

*****************************
Business Response
Date: 06/08/2023
Dear *****************************,

To review the motives of the suspension visit ********************************************************************************************************** as they are the only team that can disclose suspension details, if you need support please open a ticket with them in the same website.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/13/2023

Complaint: 18444898

I am rejecting this response because:

THERE IS NOT A SINGLE BUTTON OR OPTION ON THIS SITE FOR ME TO CONTACT THE ACTUAL ENFORCEMENT TEAM THROUGH A SUPPORT TICKET!
BBB please note: this is the exact same website every Microsoft representative directs me to that provides no information as to what rule was broken that would warrant me getting multiple suspensions and does not allow me to directly contact anyone on this enforcement team to ask them what Im specifically doing wrong. You can see here that Microsoft says that I can contact the enforcement, but that is in fact a lie. Ive tried dozens of times. When I contact Xbox support, the representatives can not help me nor can they put me in contact with anyone on the enforcement team. All this website does is tell me when Ive been suspended, the ***************** post that caused me to get suspended, and that my ***************** post violated community standards. This website DOES NOT tell me what specific standard was violated and upon reading the actual standards I do not see how this post violated any standards. As Ive asked in the beginning, I would like Microsoft to tell me what exactly is wrong with my post, but if they cannot do that then there obviously should not have been a reason for me to get suspended multiple times for the same ***************** post.

Sincerely,

*****************************
Customer Answer
Date: 10/28/2023

Microsoft has once again suspended the services on my Xbox account without telling me the specific cause of the suspension. Once again, I pay my monthly service bill just for them to suspend my account when I havent done anything wrong. Their customer service team cannot help me. They claim their enforcement team sets the suspensions but theres no way to contact this team. They direct me to a bogus enforcement website that tells me nothing other than the fact that Im suspended. It doesnt state what specific rule or violation I committed. Furthermore, this is now the 7th time that *** been suspended with no clear reasoning as to what I did wrong. In the attached screenshot you will see the message I received in regards to the suspension. It says that the ***************** post I made violated the community standards but WHAT SPECIFIC STANDARD WAS VIOLATED?? The purpose of a looking for group post is to find other gamers to play a game with you. Every other persons post for this specific game looks very similar to mine yet Ive been suspended SEVEN TIMES for this same exact post. Gamers need to be aware of this terrible business practice. We are paying every month for a service but when issues arise such as this, we have no way to get any help. We have to just deal with not being able to use what we paid for.
Business Response
Date: 11/02/2023
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau, Unfortunately information about suspensions can only be disclosed by our Enforcement team, no other team at Microsoft can help you with this issue,please visit ********************************************************************************************************** , to get a hold of our enforcement team.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 11/07/2023

Complaint: 18444898

I am rejecting this response because:

Microsoft continues to lie and fabricate a story about being able to contact the enforcement team when, in fact, theres actually no way to contact anyone regarding this issue. The enforcement website that was mention offers absolutely no help in resolving the problem. As a result, my account continues to get suspended almost monthly. Microsoft refuses to be transparent with their customers. Customers are having their accounts suspended when they havent broken any rules. I want to figure out the specific rule that was broken in order to not do it again. However, if ** getting suspended even for not breaking any rules, Im forced to file BBB complaints in order to get some answers. The resources that Microsoft claims are available are not actually resources at all. Again, Ive been suspended SEVEN TIMES for properly using the Looking for ************* Microsoft makes available to everyone. If there was a problem with my post Id like to know EXACTLY what it is thats causing the issue. At the same time, Id like to know why no one else is constantly being suspended for making the same exact post Im making. Am I purposely being targeted?

Sincerely,

*****************************
Initial Complaint
Date:11/20/2022
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 purchased an online subscription to Microsoft 365 and I cannot cancel it. I have tried emailing, calling, canceling the credit card it was on all to no end. I constantly get sent back to cancel online but when I go to the account it is like I have no subscription which is not correct given it continues to come off my spouses credit card. Interestingly Microsoft was able to jump to my spouses new credit card when we canceled to try and be rid of this charge. Its crazy that you cannot stop this and customer support claims to not be able to help you. I have never been able to us the online subscription the way I had wished to and it is a complete waste of money that I cant stop. How many other people have they been able to do this too?
Business Response
Date: 11/28/2022

Hello *******************************,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Subscription cancelation request. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7010281511

Sincerely,
Microsoft Corporation.
Customer Answer
Date: 11/28/2022

Complaint: 18443091

I am rejecting this response because: we have tried repeatedly to get this solved with the company and no one seems to be able to resolve it. They just send us back to our account to cancel the subscription which doesnt show up on our account but our credit card is repeatedly debited. Even with us cancelling the credit card they still somehow managed to jump over to our new card which I have never seen before.
It has been impossible to resolve and feels like theft.

Sincerely,

*******************************
Business Response
Date: 12/09/2022
Hello *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Subscription cancelation request.
Please feel free to reach out to ****** he attempted to contact you but could not get in touch with you. He is in charged to resolve your billing incident.
Service request is 7010281511

Sincerely,
Microsoft Corporation.

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