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:07/18/2025

  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.

  Summary:Ive been locked out of my Microsoft account for years with no way to recover access, despite being the legitimate owner. Microsofts support system is now entirely automated, with no human assistance or escalation available.Details:I can no longer sign into my Microsoft account. Recovery attempts fail because:Verification codes are never sent to my recovery email or phone.The Account Recovery Form (ACSR) has been removed or instantly denies all requests.There is no live support only an AI chatbot that loops or redirects me to broken or irrelevant links.Ive tried multiple methods:Repeated password reset attempts Former ACSR submission Microsoft support pages Xbox support Microsoft Accessibility and social media support Nothing has resulted in real help or restored access.This account contains critical personal data, emails, purchases, and digital identity, which I can no longer access. Ive spent years attempting recovery.

  Business Response

  Date: 07/24/2025

  Dear ***** ******,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  To proceed, please visit ***************************** and complete the form with as much accurate information as possible to verify that you are the rightful owner of the Microsoft account. This is currently the only method available to recover access to a compromised account.
  
  You may submit the form up to two times per day. We recommend including any details not previously provided, such as past passwords, associated devices, or purchase history, to improve the chances of a successful recovery.
  
  If, after submitting the Account Recovery form, you are still unable to access your account, please notify us. We will do our best to assist you further. However, please note that if the system is unable to verify your ownership through the recovery process, we are unable to take additional action.
  
  We appreciate your understanding and patience.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/18/2025

  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've been charged for Xbox Game Pass for several months even though I've asked to have it cancelled. I had no way to know I was being charged as I had no internet access as I was *********** was only today when I went to go buy something, thinking I should have about $50 and realizing my card declined for a purchase under that amount that I realized there was an issue.Upon looking Microsoft has been charging me for Game Pass for months. I want a refund on the amount I should be owed dating back to January.If you look, I've been an Xbox user for almost 20 years. I've paid thousands of dollars to Microsoft. I'm a loyal and dedicated fan. Please refund the money I'm owed. I was assured by customer service the issue was resolved in regards to my subscription cancellation.

  Business Response

  Date: 07/24/2025

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

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your request for a refund on your Game Pass subscription. We sincerely apologize for any inconvenience this matter may have caused.
  
  We are pleased to inform you that a refund has been successfully processed for the ** Game Pass (1 Month) subscription for the month of May. Please note that no additional refunds can be issued, as they fall outside of our 90-day refund policy. You can review our refund guidelines at ********************************************************************************************************.

  Additionally, we have confirmed that your subscription has been canceled to prevent any future charges.
  
  This message serves as our final communication regarding this matter.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23621078
  
  I am rejecting this response because:
  

  I had asked and was assured that it had been cancelled, as such I'm rejecting this response.  Xbox, and by extension, Microsoft, have, for years, destroyed my good will because of greedy decision making.  In the past, they illegally refused to repair my console because of their anti-tamper warranty sticker that was illegally in place being broken, and refusing to honor their own discounts on an Xbox I purchased through their website.

  I would not recommend buying any further products from any company owned or operated by Microsoft going forward, and I will not be purchasing any further products from them.  

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

• Initial Complaint

  Date:07/18/2025

  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 BBB Support Basically my Microsoft Account has been locked due to Violation against the terms.All I could say is that ive been travelling arround the world so I had to log on different IP adresses from different countries and therefore my business account with my ********************** has been blocked so I cannot access it anymore.Maybe you can help out when I carry out more information

  Business Response

  Date: 07/24/2025

  Dear Pooj Eag,

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

  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:07/18/2025

  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.

  Unable to contact company direct. Tells you that you can request call back but call back request is unavailable for you to request call back

  Business Response

  Date: 07/24/2025

  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:07/18/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to contact Microsoft support to ask how to stop the constant (several times a day) notifications on my mobile phone that reads : Your ** account needs attention.I have been receiving these constant notifications for several months now. I have even deleted my Microsoft account but I still get notifications. Old ** ******* email addy: ******************** (But this addy has been deleted years ago.I tried today 18 July 2025 to phone their South African helpdesk but are only received by a messaging type response. The system ask me what the problem is and tries to help me and after several attempts to explain to this system my problem we just continue to run in circles achieving nothing and its costing me work time and phone cost to achieve no solution. In another attempt I was referred to ** website for office support but this issue is ** ******* related.I cannot find any other way to make contact with a human being on Microsoft's side to fix this ******** desire is that ** fix this issue by (If not already deleted) finally delete said ** ******* and stop all notification to my phone. Any assistance in getting this done would be very much appreciated. Please.This part not so relevant:I have been a informal ** reseller for more than 20 years (Since 1994), selling their ******** to home users and training same ppl and telling them how great ** ******** is. From ***************** to office and even some server ********, making ** a lot of money and now I am regretting this since ** support has been gradually falling apart the last ************************************************************************************ This relationship went from true love to true hate, so very very sad.

  Business Response

  Date: 07/23/2025

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

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the repeated mobile notifications stating Your Microsoft account needs attention, even after deleting your account associated with ******************************. Please note, according to our records, the account itself has not been deleted.
  To help you resolve this issue, please follow the steps below:
  
  ?? Steps to Stop the Notifications:

  Remove the Account from Your Device Settings
  Android: Go to Settings > Accounts, locate the ******************** account, and select Remove Account.
  iOS: Go to Settings > Mail > Accounts, find the ******************** account, and delete it.

  Clear Microsoft Authenticator or Intune Enrollment
  If you used Microsoft Authenticator or were enrolled in Intune, residual settings may still trigger notifications.
  Visit ****************************************************************************** remove outdated sign-in methods and accounts.

  Disable Notifications in Microsoft Apps
  Teams: Open Teams > Profile Picture > Settings > Notifications, and adjust alerts under Accounts & ************************ Go to Settings > Play My Emails, and toggle off notifications for the account.

  Check for ***************** Policies
  If your device was part of a work environment, residual policies may still apply.
  You may need to remove conditional access policies or block unsupported devices via ************************ ************ or Intune.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/28/2025

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

  Many Thanx!

• Initial Complaint

  Date:07/18/2025

  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.

  1.Thu Aug 13 21:11:29 UTC ******.Sum: EUR ***** 3.4.account recovery (i got hacked)5. The business is not helping me at all i gave them so much information about the account and they didn't help me at all i made 5 tickets.

  Business Response

  Date: 07/23/2025

  Dear ****** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  Please go to ********************************** and provide the required information to verify your ownership of the Microsoft Account. This is the only way to regain access. You may submit the form up to twice a day and should include any new information not previously provided. If you are able to confirm your identity through the **** form but still cannot access your account, please contact us and provide the affected email address.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23618844
  
  I am rejecting this response because:I got alot of information and evidence the account is mine and the link that microsoft sent me to ''help me'' isn't helping i sent the receipt from when i bought the game 5years ago and if you need any other information i can provide i just need to speak with someone in microsoft thats not an ai cause i already tried the method they told me to do and it didn't help at all.Thanks for your time.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:07/18/2025

  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.

  To whom it may concern,Im reaching out to submit a serious complaint regarding the permanent suspension of my Xbox account, which *** had and used consistently for the past 17 years. This account was banned suddenly and without warning. I received no prior strikes, no clear reason, and no explanation at all. I want to be absolutely clear: I have already filed a formal appeal through Xboxs case review system, and to this day, I have not received any kind of response, update, or resolution. I feel completely ignored, and its incredibly upsetting.This account is not just a profileit represents a massive part of my life. Ive spent well over $10,000 across years of purchases: games, DLC, subscriptions, and more. But the value goes far beyond money. Ive made real friendships, built memories, and grown up with Xbox as a daily part of my life. Ive supported the platform loyally since the beginningthrough every console generationand Ive never strayed from that commitment. Ive never violated the rules knowingly, and Im still in the dark about what I supposedly did ******** lose access to everything Ive built over 17 years, with no warning and no feedbackeven after properly submitting an appealis not only unfair, its honestly heartbreaking. Ive done everything I can on my end to try and resolve this, and Im begging for someone to actually look into it and give me the basic respect of a response. If there was truly a violation, I deserve to know what it was. If this was an error, I deserve to have my account reinstated.Please, I need someone to step in and help. Im not just a userIve been a part of this community for most of my life. I want my account back. I need it back. But most of all, I just want to be treated fairly and with honesty.Sincerely,[Micah]Gamertag: [Ntell Vex]

  Business Response

  Date: 07/24/2025

  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.
  
  Sincerely,                                                                                            
  
  Microsoft Corporation

• Initial Complaint

  Date:07/18/2025

  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.

  I purchased teams to be able to do business once (for a month price only) in April and have been charged every month since, since I can't get into the account to cancle. I have a personal email (that notice is being sent to, so it's the attached account) but it keeps redirecting me to resign in with my business account and won't allow me to proceed with my personal account. I have attempted 2 hours online attempts twice and have failed with run around and your offices are closed when I can call (Hawaii time). Getting help to cancel shouldn't be this hard.

  Business Response

  Date: 07/24/2025

  Dear Tiare Del ********,
  
  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. 
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation
   

  Customer Answer

  Date: 07/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tiare Del ********

• Initial Complaint

  Date:07/17/2025

  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 will not help me recover my Minecraft account that was hacked despite me proving plenty of information and proof that I am the original owner and creator of the account. The support is not helpful and has wasted hours of my time.

  Business Response

  Date: 07/24/2025

  Dear ***** *********.
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Minecraft account recovery request. Its incredibly frustrating to lose access to something youve built and invested in.
  
  To move things forward, here are a few steps that may help:
  
  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. 
  
  If the issue is specific to Minecraft, you can also submit a ticket here:
  ***************************************************************************
  Be sure to include any proof of ownership you havelike your username, purchase history, or device details.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/17/2025

  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.

  Theyve erroneously suspended my rewards account (again) for unusual activity. I can still earn points but am not being allowed to redeem them.

  Business Response

  Date: 07/30/2025

  Dear ****** ******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account.
  
  We want to inform you that the Microsoft Rewards support team has determined that the restriction on your account might be related to unusual activity detected on your account. Please note that this activity is reported automatically by the system whenever it recognizes some unwanted activity on the account.
  If the system detects that the account activities are not being conducted in good faith or appear to be automated, it may flag your account for unusual activity, which might affect your ability to redeem rewards. Please be assured that these account restrictions are temporary and can be lifted if the system observes consistent, good behavior over time.
  
  Since this is not a manually enforced action but an automatic system response, we are unable to take further actions to remove any restrictions on the account at this time. However, we strongly recommend following the provided guide to improve your account standing and have these restrictions lifted: **************************************************************************************************************************************************
  
  With this information provided, we will go ahead and close this case simply as a matter of housekeeping. Thank you for your understanding and patience while we tried to resolve this issue, and thank you for being a member of the Microsoft Community!
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23617290
  
  I am rejecting this response because: this is their canned response and many of their customers are dealing with this issue. They are using AI to falsely lockout accounts. 
  
  Sincerely,
  
  ****** ******