Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft

  1 Lone Tree Rd S Fargo, ND 58104-3911

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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  Microsoft

  4643 S Ulster St Ste 700 Denver, CO 80237-2865

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:07/20/2025

  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.

  I just bought a new computer and I can't download or access my old games. They want me to pay for them all over again, even though it's the same game I have already purchased. I have tried multiple times to reach customer service but I can't get past the robots to speak to a person.

  Business Response

  Date: 07/28/2025

  Dear ******* *****, 

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding inability to download or access games on your new computer. 

  We have contacted a senior member of our Technical Support 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:07/20/2025

  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.

  My Xbox account was permanently banned in 2022 due to repeated hate speech violations. However, I did not send those messages. At the time, I was young and didnt fully understand the risks of sharing my account, and I let two other people use it. One of them repeatedly typed racial slurs to other players, almost like they were trying to get me banned on purpose.I am Black, and the messages that were sent included slurs against Black people it makes no sense that I would say something like that. I was also focused on basketball at the time and wasnt online much. My account was used by others without my supervision, and I now realize that was a serious ********** Gamertag was AJ9894 and the email tied to the account was [email protected] filed an appeal, but it was denied. I now understand the seriousness of account security and have learned from my mistake. I will never share my account again. Im respectfully asking for:A second review of the suspension, and Either account reinstatement or a refund for the purchases Ive lost access to.Ive had this account for years and spent a lot of money on it. Please give me one more chance I truly miss this account and want to make it right.( Also, Im an African American so it would make no sense for me to make those comments)

  Business Response

  Date: 07/28/2025

  Dear ***** *****, 

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account.  Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live. 
  
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. As the owner of the account you are responsible for who you allow access to it. If a Gamertag was used to violate the Community Standards, we have to hold it accountable. For further details on what kinds of behaviors or actions led to the account suspension, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation. 
  
  You can review the full Terms of Use at: ***************************************************************

  You can review our Microsoft Services Agreement here: **************************************************************

  You can review our Code of Conduct at: ***************************************************************

  For additional information regarding your ban or to file a case review, please visit **********************************************. After signing in to ******************************************************** the account that received the suspension (or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website and see your active and completed suspensions. There is a drop down labeled Reason for actionthat you can click to see the exact text that resulted in the suspension. If non-text content was part of the violation, you will see a message that says This action occurred due to infringing image,audio, or other multimedia content in sent messages.

  No refunds will be provided as outlined by our services agreement.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/20/2025

  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 a perpetual license for the game Minecraft between *********. Recently, I discovered my account was permanently deactivated due to a mandatory account migration that I was unaware of, as I was not actively playing the game and all notifications were sent to a childhood email I no longer use.The core of my dispute is the forfeiture of a product I paid for. The penalty for missing an administrative update is wildly disproportionate.More importantly, the business has refused to resolve the problem and actively prevented me from escalating the issue. I have made multiple attempts to resolve this through Minecraft Support. After I requested to have my case reviewed by a manager, my support ticket was immediately closed, causing my reply to be rejected. This demonstrates a failure in the customer support process, as the system is being used to stonewall customers and prevent escalation.I have made every attempt to resolve this in good faith directly with the business, but they have made it impossible.

  Business Response

  Date: 07/28/2025

  Dear ***** *******,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau. Minecraft Java Edition account migration was announced in October, 2020 and began in June of 2021. Both the announcement of migration and the beginning of the process made international gaming news. 
   
  We sent monthly emails reminding players to migrate their accounts beginning in June of 2021. In 2022, we messaged players that they would no longer be able to play if they did not migrate their accounts. Also, in 2022, we began blocking play for players who had not yet migrated. We extended the migration end date multiple times over the two years migration was available, finally ending eligibility in September of 2023. 
   
  Once migration ended in 2023, we offered a 90 day grace ******* for which we offered players a fresh license for the game. This grace ****** ended in December of 2023.
   
  We are unable to further migrate accounts and refunds are not available. 
   
  The migration process met all international regulations. 
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/07/2025

  I am writing to request that my complaint against Microsoft Corporation (BBB Case ID: ********* be re-opened. I apologize for missing the initial 7-day response window.
  

  I have reviewed Microsoft's reply, which I find unsatisfactory. Their generic statement on migration announcements fails to address the specific issues of my case:
  

  1. As a long-term user ********** purchase), the primary email was a childhood address I no longer monitor. As an inactive player, I missed in-game warnings. Their notification methods were insufficient for legacy users like myself.
  

  2. I purchased a perpetual license. Permanently revoking my access to the game due to a missed administrative migration, where Microsoft's notifications failed to reach me, is an unconscionable and disproportionate penalty. My primary goal is simply to regain access to the game I purchased, whether through restoration of my original account or the provision of a new game license.
  

  3. Prior to BBB, my repeated attempts to escalate my issue to a supervisor via Microsoft's support were ignored. My tickets were prematurely closed, preventing any meaningful resolution internally.
  Microsoft's assertion of "international regulations" compliance does not address the ethical implications of revoking access to a purchased product without demonstrably adequate notification to all customers, especially inactive legacy users.
  

  My desired resolution is the restoration of my access to the Minecraft game license I purchased, either by allowing me to migrate my account or by providing a new, equivalent game license.
  

  I believe this case warrants further review beyond Microsoft's standard reply. Thank you for re-opening this case.
  

  Sincerely,
  

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

• Initial Complaint

  Date:07/19/2025

  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.

  Hello,My Microsoft account, *********************** has been compliance-locked for a while. I've already completed the **** form using my alternative email, ************************ While I successfully verified my ownership and received a password reset link, the account is still compliance-locked.For privacy reasons, please only contact me at ************************ regarding this matter.I'm hoping you can help me resolve this and remove the compliance lock. Thanks so much.

  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: 07/30/2025

   
  Complaint: 23625958
  
  I am rejecting this response because: Hello, I did the **** and I was able to verify the ownership of the account. I've used ************************** as the contact email. 
  
  The affected email is: ********************************* Account is still locked, please help me. Look at the attached screenshots please.
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 08/08/2025

  Dear **** ****, 

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

  Please note, once visiting ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account, you will be asked for "What Microsoft account are you trying to get back into?" For this specific question, you need to add the affected account, please follow the instructions provided since we have been unable to find any online form regarding the 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

• Initial Complaint

  Date:07/19/2025

  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.

  Hello, my Microsoft account **************************** has been complianced locked. Its been since a while now, I've already did filled out the **** form on my email: *********-************************* The system verified me as the account owner, I got a password reset link but the account is still complianced locked.Please only contact me via my email "*********-*************************" since this case could include private informations. I really hope that you can help me to remove the compliance lock. Thanks.

  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.

  *Please make sure to submit the information exactly though the above link. 

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23625915
  
  I am rejecting this response because: I was able to validate the ownership through the ****. I got a password reset link. Account is still locked.
  
  Affected Email I need help with is: *************************************
  Contact email I used was: *******************************************************
  
  Sincerely,
  
  *********** *********

  Business Response

  Date: 08/05/2025

  Dear *********** *********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts Team to guide you through the next steps of the validation process. Your new case number is **********.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/19/2025

  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 provided more than enough information to reset my password. I've filled every box for the recovery request on form, and still has not gotten a resolution. I can also verify multiple ways other than emails to verify identification identity. I demand my password be reset or it will be legal actions taken for both companies. It's urgent this matter be resolved immediately.

  Business Response

  Date: 07/29/2025

  Dear Jonfredrique *******, 

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

  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:07/19/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Went on the Microsoft Store website to purchase Microsoft 365 2024. The site directed me to a choice of a yearly subscription paid once (*****) or a yearly subscription paid monthly 9.99$ per month for a total of ***** per year. When I followed the prompts to the payment, the yearly pay all at once and the pay in monthly installments had the same price of *****$. Through their chat communication I was transferred over to the Microsoft Store Supervisor ******, who said I did not qualify for the discount and that however I got to that price was a glitch in their system. The yearly, pay in one payment was *****$. I'm under the impression that a posted price should be honored. If I had not been paying close attention, I would have paid the *****$. I tried to find an email address or phone number to further my complaint to Microsoft, but did not see any information on how to contact them on their website.I took screen shots of all the pages I used to get to the pricing on their website.

  Business Response

  Date: 07/28/2025

  Dear ******* *******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent experience with Microsoft 365 pricing on our website.
  We appreciate you bringing this matter to our attention and apologize for any confusion caused during your purchase experience.
  To clarify, Microsoft currently offers the following pricing for Microsoft 365:
  Microsoft 365 Personal
  $99.99/year (paid annually)
  $9.99/month (totaling approximately $119.88/year)
  ********************************************************************************************************************
  Microsoft 365 Family
  $129.99/year (paid annually)
  $12.99/month (totaling approximately $155.88/year)
  ******************************************************************************************************************
  It appears there may have been a display issue or miscommunication during your visit to the Microsoft Store, where the pricing for the annual and monthly options may have appeared inconsistent. We regret any confusion this caused and are reviewing the experience you described to ensure our pricing is clearly presented and accurate across all platforms.
  We understand your concern that the posted price should be honored. While pricing errors due to technical issues are rare, we take them seriously and aim to resolve them transparently. If you have screenshots of the pricing discrepancy, we would be happy to review them further.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23625497
  
  I am rejecting this response because: Attached is the screen shot of the pricing on your website.  You should honor this pricing weather or not it is a computer glitch.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/19/2025

  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.

  Recently, opened an Outlook e-mail account ************************** At the time of registration, I mistakenly, put in an incorrect alternative e-mail address associated with my account. So, every time I wish to go to certain features like security/privacy, a code is sent to that incorrect e-mail address. So, I created a second Outlook E-Mail Account *********************** so I could update the incorrect e-mail address on ************************** This process takes thirty days - and now unfortunately I forgot the password to my secondary account and cannot reset it the password. This has become very frustrating. I would appreciate it if Microsoft can assist me in accessing the second account. As, I, created it, and never even used it.

  Business Response

  Date: 07/24/2025

  Dear **** *******,

  Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (**********************************). 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: 07/24/2025

   
  Complaint: 23625044
  
  I am rejecting this response because:

  I've already tried the steps provided multiple times. The information I provide states my account cannot be validated. Furthermore, I just opened it and never even used it yet. 

  I've already waited nearly 30 days and now I still won't be able to access my account features. This is just unfair how the account owner cannot even access their own account.  

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/19/2025

  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 have a subscription with Microsoft 365 that I am billed for every month. Everytime I need the storage that I am paying for through Microsoft 365 Family, I get notified that subscription has been expired. How can it be expired when I was charged ***** on 7/15? Upon trying customer service, the only option available was chat and I kept getting kicked off. How am I supposed to if this issue if I cant speak to anyone and I am being charged for services Im not receiving?

  Business Response

  Date: 07/25/2025

  Hi Japhely *******,
  
  Thank you for contacting us. Here are the Official Microsoft support channels **************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. Additionally you can try the recovery form, to recover your account, **********************************.
  
  Sincerely,
  
  Microsoft Corporation.

• Initial Complaint

  Date:07/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My email stopped sending and receiving.

  Business Response

  Date: 07/25/2025

  Dear **** *********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. You will be contacted shortly through the contact information provided.

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation