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 Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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:10/12/2025

  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.

  Hello, Ive been a member of Microsoft for many years, Ive spent thousands of dollars on my account, just for it to get permanently banned for seemingly no reason. I was never given a reason for the ban. I tried appealing it assuming it was just a mistake, but it was denied. I am under the impression that it was an AI that reviewed my appeal and not even an actual person, has I was given an AI response, and was still not given a reason has to why I got banned. Usually to get banned on Microsoft you would have to be reported, there is nobody I can think of who would report me. I looked for a phone number where I can actually talk to somebody about it, but of course, Microsoft has no support phone number. There is a strike system thats on Microsoft where if you exceed the strike limit you get permanently banned. But whenever I checked, I had no strikes. I put many hours of my life into my Microsoft account, and Ive put a lot of money into it. I would appreciate regaining access to my account.

  Business Response

  Date: 10/13/2025

  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.  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 action that 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 
  

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 24005857
  
  I am rejecting this response because:

  I do not find the username FlatGiraffe2769 to be a bannable offense, if so, not a ban that would completely remove my access to the account entirely, even offline access. Id like a more in depth reason for the ban if none is provided then Id like my account to be recovered and for me to get my access to the account back. If an in depth reason is provided (depending on the severity of it) Id like to just be warranted a temporary ban, and be given my account back for offline use until that ban is expired, then online access.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/12/2025

  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.

  BBB Complaint: Unjust Permanent Xbox Ban Lack of Transparency, Due Process, and Consumer Fairness On September 12, 2025, my Xbox account (Gamertag: PFF Branch) was permanently banned without any clear explanation, evidence, or communication from Microsoft/Xbox. The enforcement notice only referenced a generic violation of community standards without identifying what specific action or behavior allegedly occurred.I immediately filed an appeal through the Xbox Enforcement portal, expecting a fair and transparent review. However, my appeal was denied almost instantly, without any explanation, supporting evidence, or indication that the case was properly reviewed by a ******** a paying customer, I have invested significant money into digital content including games, add-ons, and subscriptions that are now inaccessible due to this unexplained ban. This raises serious concerns about digital consumer rights, transparency, and fair treatment.If Microsoft enforces permanent bans, consumers deserve to know what specific evidence supports such decisions. The current system provides no meaningful recourse, accountability, or disclosure, leaving customers powerless and financially harmed without justification.Requested Resolution:I am requesting that Microsoft/Xbox:1. Conduct a transparent and detailed review of my enforcement case.2. Provide a specific explanation and evidence of any alleged violation.3. Reinstate my account if no verifiable or justified reason exists for a permanent ban.4. Reevaluate its enforcement and appeal system to ensure due process and fair consumer treatment.I am not disputing Xboxs right to enforce its policies I am disputing the lack of transparency, lack of fair review, and financial impact caused by a system that gives no meaningful explanation to paying customers.This complaint seeks both a fair resolution for my account and accountability from Microsoft for how its enforcement system treats legitimate consumers.

  Business Response

  Date: 10/13/2025

  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.  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 action that 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 

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 24005757
  
  I respectfully request a re-evaluation of my permanent ban. I did not receive any specific information or examples of violation, and I believe this may have been an error. I am willing to comply fully with the Code of Conduct and request one opportunity to restore my account.

• Initial Complaint

  Date:10/12/2025

  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.

  Subject: Request to Honor Legacy Price for Xbox Game Pass Ultimate Hello Microsoft Support Team,Im writing as a long-time Xbox customerover 15 years with Xbox Live/Xbox membership and Xbox Game Pass. My gamertag is KaitoKohai, and my account email is ****************.I fund my subscription with prepaid cards. When I attempted to enable auto-renewal for Xbox Game Pass Ultimate, I was presented with the new $29.99 price. Im requesting that my account be grandfathered at the previous $19.99 price point, consistent with my long tenure and ongoing support of the Xbox ecosystem.Details:Membership history: 15+ years on Xbox Live/Xbox and Game Pass Product: Xbox Game Pass Ultimate Current issue: Renewal toggle shows $29.99 instead of my historical $19.99 rate Payment method: Prepaid cards (digital codes)I would appreciate an adjustment to maintain the $19.99 pricing on my account or another loyalty accommodation of equal value. Please let me know if you need any additional information to verify my account or eligibility.Thank you for your time and for supporting your long-standing members. I look forward to your resolution.Sincerely,KaitoKohai Email: ****************

  Business Response

  Date: 10/13/2025

  Hello Kaitlyn,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the recent subscription price adjustment for Xbox Game Pass. We understand that changes in pricing can raise concerns, and we appreciate you taking the time to share your feedback.
  
  While we are unable to revert to the previous pricing, we want to highlight that the updated tiers offer enhanced value. Depending on your preferences, you may find that one of our new plans better suits your needs.
  
  If you would prefer to change the subscription you can do so using this:
  
  Go to *****************************************************************************.
  Sign in with the Microsoft account linked to your Xbox subscription.
  Locate your subscription under Services & Subscriptions.
  Click Manage next to the subscription.
  Select Change subscription plan or Switch, then choose your new plan
  
  If you would prefer to cancel your subscription, you can do so using this:
  
  Visit ***************************************************.
  Sign in with the Microsoft account linked to your Game Pass subscription.
  Locate your Xbox Game Pass subscription under Services & Subscriptions.
  Click Manage next to the subscription.
  Select Cancel subscription or turn off recurring billing.
  Follow the prompts to confirm cancellation.
  
  Additionally, you will receive an email with your specific renewal price and effective date. We recommend reviewing that message once it arrives to better understand your updated subscription details.
  
  If you need assistance switching plans or have any further questions. You are also welcome to contact us at ************************************************ for future support.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 24005177
  
  I am rejecting this response because:
  

  This is simply unacceptable. Emails from Microsoft were sent out saying the new $29.99 price would not apply to existing users. I would like assistance setting up my account for auto subscription at the proper $19.99 per month subscription price. I have been an Xbox subscriber for 15 continuous years. Just because I use prepaid cards for my membership, does not mean I should not get the grandfathered rate of $19.99 per month. If we cannot fix this, I am going to discontinue my membership, submit several complaints against microsoft, submit my story to a gaming news platform for visibility, and discontinue being a loyal Microsoft/Xbox customer as I have been for 15+ continuous years now. Please escalate my concerns to the next business level of management.

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

• Initial Complaint

  Date:10/11/2025

  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 cancelled my free 1 year Microsoft 365 subscription thaf came with my laptop back on 6/8/2022. This was before the free 1 year subscription that came with my laptop had run out so i would not be charged. I have proof of this so its a fact. Starting a month later on 7/13/2023 i was illegally charged $6.99 every month for a (subscription i cancelled) total of 32 charges over 32 months on 3/13/2025 the illegal monthly charge for microsoft 365 (i never ordered it was raised to $9.99 and i was charged for 7 months in a row until i finally discovered i was being charged evety month for all these years. I never ever used or even knew about this until 10/9/2025. I do not even own a computer. I only have my iphone and my Xbox. The total sum of all these unauthorized charges is $293.61. I called microsoft support/customer service and was told its my fault for not recognizing this monthly charge to my credit card. So they gave me a one month refund of $9.99 and cancelled the subscription knowing i never authorized this charge/subscription nor did i ever use it. After i had cancelled *** free subscription having never used Microsoft 365 as well as never using that laptop computer I factory reset/memory wiped tge entire computer and gave it to my neice years ago for her birthday. Since i havd no computer i woukd ***** need or use Microsoft 365. Even if i fid iwn a computer i woukd NEVER pay $10 a month for Microsoft 365. Thats insane! Please help me to get the remaining anount they owe me ($283.62) credited to my Microsoft Store account. Im not even asking for a check or to put this money back on my card. They can simply give me store credit so they are not out one dime and nether am I. Thank you.I have pics of every charge and im including only the pics of the cancellation as well as first charge/last charge and the $9.99 refund issued.

  Business Response

  Date: 10/13/2025

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

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your recent refund request for the Microsoft 365 subscription.

  We appreciate your feedback and understand how important this matter is to you. After reviewing your complaint and service request SR *********** we can confirm that our support advocate has processed a refund for the most recent transaction.

  We recognize your desire for additional refunds and truly empathize with your concerns. However, after a thorough review, we regret to inform you that we are unable to issue further refunds at this time. We understand this may be disappointing and want to assure you that your feedback has been noted and will be used to improve our services.

  
  If you have any further questions or need assistance with your subscription, please dont hesitate to contact us. Were here to help.
  Sincerely,

  Microsoft Corporation

  
  

  Customer Answer

  Date: 10/14/2025

   
  Complaint: 24004427
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 10/17/2025

  I unawaredly made 39 payments totalling the sum i submitted before. I was only refunded for one. I never downloaded the program, i never used tge service and i clearly cancelled the service once it was no longer free. But after csncelling as my proof shows i was charged 32 months at $6.99 a month and then it was raised to $9.99 a month for 6 months before i was able to realize Microsoft was charging me for something i clearly cancelled. It was almost $300! Yet i was refunded only $9.99 for one previous month. The card being chsrged has automatic billing and so it was never even looked at. $10 a month does not raise any red flags for us because i subscribe to so many streaming entertainment apps. They all charge me arround that sane ammount and all of them have strange names associated with those charges so no one knew i was being charged for a service i clearly never used when it was free.. clearly cancelled (proof was included) before i was to be charged and was then charged for years a total of 37 times over 37 months totalling almost $300! I do not even own a computer to use this progrsm and if i did i would simply go buy it of foenload a free version. I would never waste $10 a month on a progrsm i do not need and i can get for free if i were to ever need it. 
  Thsnk you

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

• Initial Complaint

  Date:10/11/2025

  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 pay for Microsoft 365 but cannot access my account. The recovery system keeps linking to an old ******** address that I never use. My Microsoft Authenticator is active on my phone for the correct account, but I cannot sign in or update recovery info. I have already completed the **** form multiple times with no resolution. I need this escalated to Account Protection to unlink the wrong account.

  Business Response

  Date: 10/17/2025

  Dear ***** ********,   
  

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

  As we cannot check the account recovery forms you submitted, please visit ****************************************** provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.  
  

  Sincerely,  
  Microsoft Corporation 

• Initial Complaint

  Date:10/11/2025

  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 was recently hacked on Xbox Live and permanently banned on the provision of disrupting xbox live services after buying cod points and DLC for Warframe. They flagged my account for malware in which I do not have a PC to cause such issues. On the gamertag of BA Rewritten, the most i ever got in trouble with was trash talking. Ever since, i had 0/8 strikes on my account until i got hacked. I even provided so much evidence as to how I was hacked and I've been ignored. Ever since then, my microsoft email was also locked. All my details relating to Chime is on there and GMail is linked to it. I wouldn't even seek money. I need someone to do a detailed investigation on what is going on and what is an agreement we can come upon. I at least want my account reinstated. In the below screenshot, this was triggering upon my cashapp a couple months before I was banned. If they can call me, I'll explain everything on what went on and what happened.

  Business Response

  Date: 10/13/2025

  Dear Cyan,

  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. 

  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.

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 24003896
  
  I am rejecting this response because: This is a defining form of shady business. I have multiple ways to proved that i was hacked and did not cause the violations relating to my microsoft account. The US Senator has even said their platform is a breeding ground for hackers. I don't like the outcome, therefore I will be stepping away from this brand, considering the recent company decisions.
  
  Sincerely,
  
  Cyan Frost

• Initial Complaint

  Date:10/10/2025

  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.

  Complaint Against: Microsoft Store Support Request Number: ********** Date of Incident: [Insert delivery date] Product: Surface Laptop, Copilot+ PC, 13.8-inch Snapdragon X Plus (10 Core), Black, 16GB RAM, 512GB SSD I am filing this complaint regarding a Surface Laptop I purchased from the Microsoft Store. According to ***** tracking, the package was marked as "delivered," but I never received it. The only documentation provided by ***** is a PDF stating that the package was deliveredthere is no signature confirmation, photo proof, or any other evidence of actual delivery to my address.I contacted Microsoft Store Support and opened a case (Support Request #**********). After their internal investigation, I received a response stating that the package was "correctly delivered" and that they would not issue a refund or replacement. However, they did not provide any concrete proof of delivery beyond the ***** status. I have checked with neighbors and there is no indication that the package was ever delivered to my residence.I believe this situation constitutes a failure in fulfilling the delivery obligation. As a customer, I should not be held responsible for a package that I did not receive and for which there is no verifiable delivery confirmation.I am requesting a full refund, or a replacement of the Surface Laptop I purchased. I also request that Microsoft review its policies regarding proof of delivery and customer protection in cases of lost or misdelivered packages.

  Business Response

  Date: 10/16/2025

  Dear KD,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Your surface device delivery.

  Upon investigation and as mentioned in by our Surface support team in this ** **********, it was determined that we are unable to offer a refund or replacement for this package and if you believe the package was not received, we kindly recommend filing a police report to formally document the incident. At this time there will be no further response on this matter.
  

  We understand this is not the resolution you had hoped for, but we stand by the resolution provided by Our Surface support team.  
  
  Sincerely,  
  Microsoft Corporation 

  Customer Answer

  Date: 10/16/2025

  I reject Microsofts response.
  The companys position is unacceptable given the circumstances. I purchased a Surface device in good faith and never received the package. Microsofts refusal to provide a refund or replacementdespite the lack of delivery confirmation or proof of receiptis not only disappointing but also inconsistent with standard consumer protection practices.
  Referring me to law enforcement does not absolve Microsoft of its responsibility to ensure successful delivery or to support its customers when delivery fails. I have already taken steps to document the issue, and I expect Microsoft to do the same by investigating the delivery failure and offering a resolution that reflects accountability.
  I request that Microsoft either issue a full refund or provide a replacement device. I remain open to a fair resolution but cannot accept the current dismissal of responsibility.
  Sincerely,K D

  Customer Answer

  Date: 10/20/2025

  Hello,

  It is Kalden Dorji.

  Thank you.

• Initial Complaint

  Date:10/10/2025

  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 own 4 Minecraft Accounts and I can no longer access even a single one of them. When Microsoft bought ********* and forced its players to migrate their Minecraft accounts to ******************** accounts, I had 3 Minecraft accounts. When migration occurred, I was able to migrate 1 of them, and lost the other two. I took this loss on the chin, and got over it. However, a year or so later, I logged into that same Microsoft account, and it said I no longer owned *********. After dealing with Microsoft support for days, not getting any help from them because they're borderline impossible to get into contact with, I gave up and bought a new Minecraft account on a new ******************** ********** order to do this, I was forced to make an Xbox account, even though I've never owned an Xbox, and otherwise have no need for an Xbox account. After making the Xbox account, and buying Minecraft on it, as per instruction, I linked it to my Microsoft account, again, as per instruction, I discovered that my Microsoft account itself had already created its own Xbox account when I made the Microsoft account. Effectively, my Microsoft account was linked to two Xbox accounts, one of which owns Minecraft, and the other of which does not. This occurred 2-3 years ago. Despite this issue, at the time, I somehow found a way to get the old Minecraft launcher to use the correct Xbox account, so it wasn't an issue.However, recently, I went to log in and play Minecraft with my wife, only to find that the Launcher is slightly different now, and that when I log into my Microsoft account to play Minecraft, it ONLY uses the Xbox account that DOESN'T own Minecraft, and won't let me use the Xbox account that DOES own Minecraft. All online sources say that it's impossible for two Xbox accounts to be linked to one Microsoft account, but it happened, and I'm positive I'm not misinterpreting the situation, so stop lying to everyone about that, please. Their customer support is also designed to be impossible to use.

  Business Response

  Date: 10/16/2025

  Dear Daniel *******,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the Microsoft/Minecraft account issue.

  It isn't possible to have 2 different Xbox accounts linked to one ******************** account and i wasn't able to find anything on this account attached to your complaint "********************************"

  -Please provide me with the other account's Aliases you have to be able to investigate further.

  I will wait for your reply.

  Sincerely, 
  Microsoft Corporation 

• Initial Complaint

  Date:10/10/2025

  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.

  I recently changed my email address for my Microsoft account. Since doing it, I can't log into my Office Home account, as it doesn't recognize my email address. I can't get verification codes to my email or phone to log in anywhere else. I can't contact support because I can't log in. I have paid products I can't access.

  Business Response

  Date: 10/16/2025

  Dear ******* ****,    
  

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

  We are unable to find any issues on the account you attached in the complaint **************** or locate a service request associated with the information provided in your claim.

  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?? 

  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance. 
  

  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24001590
  
  I am rejecting this response because: There are multiple service request. In fact their agent remote connected to my computer and couldnt fix it. He even created a new email under my name I did not want. ******************* I have since deleted that but the issue remains. You can pass this to the executive team at Microsoft. They always look for reasons to not help. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/10/2025

  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.

  Microsoft Corporation should be held accountable for their actions. Recently I had an issue with my password not working. I then tried to change my password and began the unending battle to do that which resulted in being locked out of my account and needed to wait 24 hours. More than 24 hours later I tried again with same results. 2 days later same thing happens. There is no chat line, no email address and no phone number except the one which refers back to online by an automated voice and no prompts for further help. Even tried to complete their account recovery form with same. No way to contact them and no helpful tools at all should be no longer tolerated just because they are a big company. Compensation? How much is my time worth?

  Business Response

  Date: 10/13/2025

  Dear ******** ********,    
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding you password issue. We are unable to verify your account or locate a service request associated with the information provided in your claim.  Please provide the Microsoft Account email address associated with the account is question.  
  
  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?? 
  
  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. 
  
  Sincerely, 
  
  Microsoft Corporation