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

5,665 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:07/21/2025
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 purchased an Xbox Series X directly from Microsoft for $644.69 on July 10th. The unit was defective upon arrival (DOA). I followed the official return process using the Microsoft-provided shipping label and returned the product on July 14th. Since then, Ive been ***eatedly told conflicting information by multiple support ***resentatives across different days.On July 19th, I was told that the return was confirmed and that my ***lacement Xbox was on its way. A few days later, another *** claimed there was no record of the return and asked me to reinitiate the process. After escalating the issue again, I was told a supervisor would get back to me, that never happened. Ive had to ***eat myself to different ***s every time.I have chatted, called, and asked for escalation, but no one has taken clear ownership of this case. Ive been placed on hold, disconnected, and dismissed, with no ***lacement device and no consistent ********** seeking resolution, transparency, and accountability for the mishandling of this return.
Business Response
Date: 07/29/2025
Dear **** Gottling,

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: 07/29/2025
Complaint: 23630746

I am rejecting this response because:
I am rejecting this response because it does not address or resolve the issue. I purchased an Xbox Series X directly from Microsoft that arrived defective. I returned the unit per their instructions over two weeks ago, and I have received no confirmation of a replacement shipment, no timeline, and no meaningful updates. Their response to the BBB simply restates that the issue is "under review", the same vague message Ive been told repeatedly. I have been patient, but this has gone on far too long for a premium product from a company like Microsoft. I expect either a full refund or immediate shipment of a working replacement.

Sincerely,

Gage Gottling
Business Response
Date: 08/08/2025
Dear Gage Gottling,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent experience with your Xbox console.
Wed like to let you know that you are currently in communication with one of our Executive Support agents, who has reviewed your case thoroughly. As part of the resolution, youve been offered a replacement console.
Please take a moment to review the most recent email from our team, which includes important details about the replacement process and any next steps required on your part.
We appreciate your patience and thank you for giving us the opportunity to make this right. If you have any questions or need further assistance, feel free to reply directly to the Executive Support email.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/21/2025
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.
The charity I work for, the ************************************* (****) was locked out of our LinkedIn account on June 20th. We are wanting to reach out to Microsoft who owns ********. We were asked to verify our identity with photo ID, but cant as our username is related to our organization name and not the name of an individual. ******** has very little customer service so it is proving extremely difficult to get into contact with them while we are locked out of our account.On June 20th I first reached out to linked in to inquire about the situation and received no reply. I reached out again on June 24th and June 26th and received only an automatic reply saying that they would be in contact. A month after first attempting to contact them, I still have not heard anything further from LinkedIn or any acknowledgment of the issue and we remain locked out of our ************ of profile: CCJA Admin Email: ccja-***************
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
Initial Complaint
Date:07/21/2025
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.
LinkedIn has wrongfully restricted my personal account under my legal name (Oumaima Labiad) and personal email ********************** after I used it to file a support case for a completely separate issue: recovering access to my professional business account ********************** linked to *************************************************************).There was never any violation on my personal account. I simply opened a support case, and as a result, both my personal and work accounts have now been restricted. Despite submitting valid government-issued ID, ********* identity verification system fails repeatedly, and their support team has provided no actual explanation, evidence of a policy violation, or path for appeal.I have lost access to years of personal and professional contacts, my profile, and subscription services tied to my card and I have been met with vague, automated responses and denials.This has caused severe disruption to my professional life, and I am requesting that LinkedIn be required to:1.Restore my personal account or provide a clear and fair appeal process 2.Provide a full explanation and documentation of any alleged policy violations 3.Allow me access to my professional account and billing records
Customer Answer
Date: 07/24/2025
As an update: my personal ******** account has now been reinstated. However, my professional/work account (registered under the name Grayscale using *************************************** remains restricted, and I can no longer access it.

That account was created to support my teams ******** presence and had a company credit card linked to a ******** Premium subscription, which I personally activated. Since I no longer have access to that account, Im unable to remove the card or cancel the subscription myself.

My only request at this point:

That LinkedIn either:
Cancels the Premium subscription on the Grayscale account
OR
Confirms in writing that no further billing will occur on the restricted account

This situation has put me in a professionally compromising position, as a business card I do not own is at risk of being billed for a service I can no longer manage.

Please let me know if you need any documentation or additional information to move forward.

Best regards,
Oumaima Labiad
Business Response
Date: 07/28/2025
Dear Oumaima Labiad,
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: 07/29/2025

Better Business Bureau:

I accept the response as long as a resolution will be provided and my card will be removed from the restricted account .

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

Sincerely,

Oumaima Labiad
Initial Complaint
Date:07/21/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I only subscribe to Office 365 annually. Microsoft required my credit card info to keep the account. A fraudulent purchase was made using my account yesterday morning. I got an email notification. Microsoft has refused to take responsibility or investigate, even with a shipping address (****** ****** W 4050 W **************************, 74061-2531, us). I spent 5-6 hours for calling Microsoft. Microsoft said they could not do anything and thus, I should close my credit card with *********. I reported this case to ********** Police Officer
Business Response
Date: 07/28/2025
Dear Sheau-dong ****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your unauthorized purchase. Were truly sorry to hear about the distress caused by the unauthorized charge on your account and the time youve spent trying to resolve it. We understand how frustrating and concerning this experience must be, and we appreciate your persistence in seeking a resolution.
After reviewing transaction 4835683334, we can confirm that it is currently marked as a chargeback. A chargeback means that your bank or card issuer has reversed the transaction, typically in response to a dispute you initiated. This process is handled directly by the bank and is a standard method for addressing unauthorized or disputed charges.
Given this status, we recommend that you continue working with your bank to follow through on the dispute process. They will be able to provide updates and determine the final outcome of the case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/28/2025

Complaint: 23629112
I am rejecting this response because:
Following my recent BBB complaint, I appreciate your response and apology. I would now like to request further action on the fraudulent purchases made through my account.
Here is what I have:
I was not the person who placed or authorized the order.
I have the shipping address used in the transaction.
I received the email confirmation and delivery details (fraud6.pdf).
My credit card company has already reversed the charge.

Give these facts, I am requesting that Microsoft:
******** a formal fraud investigation on the account activity that led to the purchase and delivery.
Identify the person or profile linked to the transaction, including the ** address, login details, or any other metadata.
Permanently block or ban any users involved in this fraudulent use.
Confirm that my account is secure, and that no unauthorized access persists.
Notify me of any future attempts to access or charge purchases to my account.
Please respond with confirmation of the investigation steps and whether you can provide further identifying details of the person who received the item.
Sincerely,
Sheau-dong ****
Business Response
Date: 08/06/2025
Dear Sheau-dong ****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding the unauthorized purchase activity on your account involving a Surface USB4 Dock. We understand how concerning this situation is and appreciate your diligence in seeking resolution.

After reviewing the account activity, we can confirm that a password reset was performed approximately two weeks ago,and we also see multiple security contacts associated with your account.These indicators suggest that your account is currently secure. However, we strongly recommend enabling Two-Step Verification to further protect your account. This feature adds an extra layer of security by requiring a second form of identification when signing in. You can learn more and set it up here: ***********************************************************.

Since we are unable to conduct a deeper investigation into the transaction metadata (such as IP address or login history), we advise you to take the following steps:
******** the incident to your local law enforcement agency, as they are equipped to investigate unauthorized transactions and potential identity theft.
2.Visit Microsofts fraud and scam reporting page for additional support: *********************************************************.

We understand the seriousness of this matter and are here to support you. If you need help securing your account or have further questions, please dont hesitate to contact us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/10/2025

Complaint: 23629112

I am rejecting this response because:
1) I received the email of "Your Microsoft package has been delivered." The address was ****** ****** W 4050 W ************************ 74061-2531. See attached Fraud 6.pdf.
2) Microsoft's requirement to store my credit card for Office 365 subscription created a vulnerability for fraud. Please escalate this case to Microsoft's Fraud and Investigation Team.
3) please provide me your legal department address.

Sincerely,

Sheau-dong ****
Business Response
Date: 08/20/2025
Dear Sheau-dong ****,
As previously communicated, the appropriate course of action for unauthorized purchases is to initiate a dispute directly with your bank. Once the dispute is filed, your bank will coordinate with our specialized department to investigate the transaction thoroughly.
Please note that the charge in question is currently under a chargeback status. Due to this, we are unable to proceed with any further actions or issue a refund from our side. Additionally, at this point, we are unable to disclose any further information through this channel.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/21/2025

Complaint: 23629112

I am rejecting this response because:
1) Could you please confirm who signed for it?
2) I was not able to add my new credit card to my Office 365 account. I asked ******************** for help.
Ticket ********** on 8/17: ****** **** said "it is the authorization issue. I just submitted the ticket to higher level. It will take 48 hours to resolve the issue."
Case ********** on 8/21: ****** spent 25 minutes to get information before Liezel review Delmar's ticket.

Sheau-dong ****
Initial Complaint
Date:07/21/2025
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.
Microsoft has banned accessories that they or their partners dont make. We own our systems, not them. ************** and many car manufacturers tried the same thing. The court told them, you dont own the system.
Business Response
Date: 07/29/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern about accessory compatibility.
We understand your frustration and appreciate you bringing this matter to our attention. To better understand and investigate your situation, we kindly ask that you provide the following:
A Microsoft Support case number, if you have already contacted our support team
The specific accessory that is no longer functioning as expected
The console or device model you are using the accessory with
Once we receive this information, we will be able to review the matter more thoroughly and follow up with next steps.
We appreciate your patience and look forward to assisting you further.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/21/2025
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 Microsoft account was hacked on 7/17/2025 at approximately 4:10pm. My son was scammed into providing a 2-factor authentication number while playing Minecraft which is also owned by Microsoft. Now I no longer have access to my sensitive personal information in the cloud, or my Xbox account. All online attempts to recovery my account have been unsuccessful and there is no way to speak to a live person about this issue. I would like someone from Microsoft to reach out and assist with resolving the issue. Thank you,***** *****
Business Response
Date: 07/25/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/25/2025

Complaint: 23628754

I am rejecting this response because: I have attempted this method many times. The email address associated with my account has been changed. Yet I can see my original email address is still associated with the account. I have filled out the recovery form again multiple times. It seems since my two factor verification has been compromised. It wont allow me to use this method.

Sincerely,

***** *****
Initial Complaint
Date:07/20/2025
Type:Service or Repair 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.
All the way back to 2020 I created my account *******#**** I have paid for alot of services and dlcs such as mk1, bo2,bo3,bo4, bendy and the ink machine, borderlands 3, Batman Arkham knight all dlcs, rdr2 online, gtav online, evil dead the video game, dying light, R6 deluxe. Microsoft told me they can't do anything, and considering I changed my name to **** ******** and I explained that to them because of people on the Xbox joining my parties somehow and harassing me, and they locked and unlocked my account more than 3 times, and while I was asking for help on Xbox support about my account they just laughed at me on the phone and they told me to fill out forms but I already have and they don't respond to aloootttt of them, they also said that people in the community were reporting me but it was only 2 people and I know them because one of those people we were sharing gamesharing but he isn't my friend he went on my acc and they don't like me and false reported me, it first said data collection which I did not do and they unlocked my account the first time, then they said outlook violation phishing scam which is odd because I don't use outlook only use this account to game then it was locked the 2nd time, and now my stuff is on compliance lock for NO reason and I can't get it off, they keep telling me the same thing as well desicion upheld for no reason, or they tell me that I didn't provide enough information through the cdoc which I did, I have over 5 years of progress about to go to waste for nothing, also to prove I have my mk1 order number which is **********, my dispute is that they won't take it off of compliance lock I can't even access it to send me a verification code through my mom's phone number since I am part of a Xbox family which lets her view my account and I have her phone number on it,
Customer Answer
Date: 07/24/2025
The issue has been resolved they fixed my account
Initial Complaint
Date:07/20/2025
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.
In July 2024, I purchased a brand-new iMac desktop. Shortly afterward, I purchased a Microsoft Office Home 2021 license for $249.00 a perpetual, non-subscription license specifically so I could use ******************** Word and other Office products without monthly or yearly charges.The software worked as expected while I was using mac** Sequoia 14.4. However, on July 20, 2025, when I tried to open Word, it no longer worked. I was instead redirected to purchase Microsoft 365, a subscription product I do not want. I never agreed to a subscription and purchased Office 2021 specifically to avoid one.I contacted Microsoft via online chat (since no phone support was offered) and spent over (5) five hours trying to resolve the issue. I was eventually escalated to a foreign supervisor named **** H, who was extremely difficult to understand. I repeatedly explained that the situation was unacceptable, especially after paying for a product that should not expire.**** stated I had two options: downgrade my mac**, or purchase Microsoft 365. Microsoft also attempted to blame *****, claiming it was an ** compatibility issue. I contacted ***** Support, who confirmed the ** was not the issue and advised me to update to mac** Sequoia 15.5, in an attempt to resolve the issue, which I did. Office 2021 still failed to work.I feel deceived. Microsoft sold this as a perpetual license but is now making it unusable unless I agree to new terms. This is wrong, unacceptable, and considered switch and bait. They are monopolizing a product, with no other options available to the public.I am not requesting a refund. I am requesting that Microsoft provide a working version of Office 2021 or equivalent that is fully compatible with mac** Sequoia 15.5, to honor my original one-time purchase.This experience was frustrating, unprofessional, and unethical. I demand Microsoft take accountability and immediately resolve this issue.I WISH TO BE CONTACTED BY PHONE, NOT EMAIL!
Business Response
Date: 07/28/2025
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

Complaint: 23628407

I am rejecting this response because:

I am posting this public response so that other consumers can understand my experience, how Microsoft failed to resolve it, and how I ultimately had to fix their mistake on my own without meaningful support.
I purchased Office Home & Student 2021 as a perpetual license, a one-time purchase. After more than a year of proper use, the product suddenly reverted to View Only mode, and I was prompted to subscribe to Microsoft 365 to regain editing access despite already owning a valid license.

I contacted ******************** support and spent over five hours between chat and phone calls. I was initially connected to a representative with a heavy accent that made communication difficult. I received no real assistance until I threatened to report Microsoft, at which point I received a call from a supervisor yet even then, no resolution was provided.

Microsoft support falsely claimed the issue was caused by my macOS system and offered two solutions: either downgrade my operating system or purchase Microsoft 365. These were both wrong and inappropriate especially considering I had already paid for Office 2021.

Eventually, I solved the issue myself with the help of ChatGPT, not Microsoft. Through that process, I learned that Microsoft AutoUpdate had silently corrupted my license framework, causing Office to stop recognizing my valid
purchase. I had to:

Manually delete hidden licensing and identity files
Reinstall Office using the offline installer for Office 2021
Disable Microsoft AutoUpdate to prevent future licensing overwrites
Reactivate the software without Microsoft's help

None of this was ever suggested or acknowledged by Microsoft support.
I have filed a formal complaint with the ************************ (***) for what I view as a bait-and-switch: selling a perpetual license and then deliberately obstructing access in an effort to push customers into recurring ************************ subscriptions. I also believe this practice is especially harmful due to Microsoft's monopoly control over Microsoft Word, which is required in many schools, workplaces, and legal settings leaving consumers like me with no real alternative.

I believe Microsoft is fully aware of this issue and has done nothing to fix it. This is not a technical bug its a deliberate business practice. Their support staff did not understand the issue, failed to provide correct technical guidance, and ultimately blamed third parties (*****) while offering a paid solution.
Im sharing my experience publicly so:

Other Office 2021 users know theyre not alone
Consumers know what to expect from Microsoft
Regulators and journalists can see that this is not an isolated case

Microsoft failed to resolve my complaint and failed to support the product I paid for. I do not accept their response and will continue reporting this issue through appropriate regulatory and public channels.
Sincerely,
***** *. Saxon
Business Response
Date: 08/11/2025
Dear ***** *. Saxon
Thank you for contacting Microsoft Corporation via the Better Business Bureau and for sharing your experience with Office Home &Student 2021.
We understand how frustrating it must have been to lose access to a product you purchased as a perpetual license, and we sincerely regret that your support experience did not meet expectations. While our support team did reach out to assist, we recognize that the solutions presented may not have addressed your concerns effectively, and we appreciate you taking the time to document your experience in detail.
Were glad to hear that you were able to resolve the issue independently, and we want to assure you that your feedback has been noted and shared with the appropriate teams. We take these reports seriously and are committed to improving our support processes and product reliability.
At this time, we are unable to continue addressing this concern through the Better Business Bureau channel. However, we are working toward a resolution internally, and we ask for your patience as this may take time.
Thank you again for bringing this to our attention.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/12/2025

Complaint: 23628407

I am rejecting this response because:
While Microsofts reply sounds polite, it still avoids accountability and misrepresents the core issue. They frame this as a generic support experience did not meet expectations problem and claim they cannot continue addressing through the BBB, yet they admit they will work toward a resolution internally which I take to mean nothing will actually change for affected customers.
Here are the facts:
* I purchased Office Home & Student 2021 as a perpetual license, not a subscription.
* Without any OS upgrade or major system change, my license suddenly failed. Word and Excel locked into View Only mode and redirected me to a Microsoft 365 subscription page.
* Microsoft support blamed my macOS and gave incorrect solutions, including downgrading my system or buying a 365 subscription. Both were irrelevant and incorrect.
* I spent over five hours with support. Only after threatening to file FTC, BBB, and Attorney General complaints was I transferred to a supervisor. Even then, I was not given a proper fix.
* The actual problem was Microsoft AutoUpdate corrupting the license framework something I discovered and fixed myself using ChatGPT, not Microsoft.
* The fix required deleting hidden Microsoft licensing files, reinstalling from the offline installer, and disabling AutoUpdate to prevent recurrence.
* Microsoft never offered these steps and continues to downplay the pattern of perpetual licenses being rendered inoperable to steer customers toward recurring subscriptions.
Most people wouldnt know how to fix this kind of licensing corruption issue, nor would they have the time or technical skill to troubleshoot it for hours let alone sit in a support chat for five hours as I had to. Microsoft needs to provide a direct, publicly available customer service phone number and ensure that agents are properly trained and can be clearly understood when speaking with customers. I view this as a bait-and-switch tactic and a deliberate business practice. Microsofts own response admits that when Office fails, it defaults to a Microsoft 365 activation path. That design choice directly pressures perpetual-license customers to pay again.

I reject Microsofts claim that this is being worked on internally as sufficient. Until Microsoft publicly acknowledges this problem, demonstrates that it has been fixed, and refunds all money taken from customers who experienced the same issue, I will continue to consider this matter unresolved. Once those conditions are met, I will accept their response.

Sincerely,

***** *****
Initial Complaint
Date:07/20/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am submitting this complaint against Microsoft Corporation regarding an Xbox account ban that I believe was issued in error. My Xbox account (ZombaKingBad) was permanently banned on 10th July 2025, with the reasoning given essentially as ''Account Manipulation I firmly believe this action was taken without proper investigation or evidence.After receiving the enforcement notice, I filed an official appeal through the Microsoft/Xbox Enforcement portal. However, the appeal was denied without any detailed explanation or opportunity for further discussion. I was not provided with any specific proof or details about the alleged violation, making it impossible for me to understand or dispute the claim properly.I believe someone may have gained access to my account or authentication token with malicious intent (To get me permanently suspended)This account has had significant investment over the last decade, including game purchases, subscriptions, microtransactions, and in-game content. I believe the ban was issued in error, and I have not received adequate support or a path to resolution.I am requesting:A re-review of the enforcement action by a senior support team with transparent findings.A detailed explanation of the alleged violation.A reinstatement of the account.
Business Response
Date: 07/25/2025
Dear ****** ********,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account suspension concern. We sincerely apologize for any inconvenience this situation may have caused.
Following a thorough review, we can confirm that the suspension of your account is valid and aligns with our enforcement policies. We understand your interest in learning more; however, due to privacy and security guidelines, we are unable to disclose specific details related to the enforcement action.
We appreciate your understanding and remain committed to providing a secure and respectful environment for all users.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/25/2025

Complaint: 23627857

I am rejecting this response because: This not only appears to be an automated message, similar to the response to my appeal, but if your team truly investigated the situation, you would know I did not do this. Did you perhaps look to see if someone signed into my Microsoft account from another location, or see if someone else was in my party when the supposed infraction happened? Your automated enforcement has a history of false reports, ban exploits and guilty by association scenarios. This is a terrible way for this to end after over a decade of being an Xbox user.

Sincerely,

****** ********
Initial Complaint
Date:07/20/2025
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.
a few says ago my grandma was blocked from her Microsoft account. we had went to *** website to maybe talk to someone or find some support, you know what we found out? the only thing which we could do is reset her password which we tried many times, and as of today i found out that there is not even automated agents, and as someone who has many technical inconveniences (but very tech savvy) this is important for me and many others people who need assistance, and i feel like this is a very inconvenient matter, and for more detail, who ever is reading this. yes. YOU ??????. go try find a agent to talk to from microsoft, and come back when your done.
Business Response
Date: 07/28/2025
Dear Cash ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grandmothers difficulty accessing her Microsoft account.
We understand how important it is to regain access to a personal account, and were sorry to hear about the challenges youve encountered while trying to get support.
To clarify, for security and privacy reasons, Microsoft support agents are unable to manually verify account ownership. The only method to recover access to a Microsoft account is through our secure Account Recovery Form, which can be found here:
***************************************;
You may submit the form up to two times per day,and we recommend including as much accurate and previously unused information as possible to improve the chances of a successful recovery.
Once the account is successfully verified through this process, a live support agent will be able to reach out and assist further. We understand this process can be frustrating, especially when helping a family member, and we appreciate your patience and persistence.
Sincerely,
Microsoft Corporation

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