Business Profile

Computer Software Developers

Microsoft

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Complaints

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

Customer Complaints Summary

5,338 total complaints in the last 3 years.
2,122 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:07/20/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Tried to renew subscription for office 365. Received multiple error messages. Spent hour and a half online with support. When I checked my bank account, I found I had been charged seven times.
Business Response
Date: 07/29/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Refund request. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006386106.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Hard Drive has been almost maxed out on my two Microsoft computers: 1. Surface Pro Laptop 2. Surface Pro 3. I had issues in how slow it was processing for a couple of months. 5 Weeks ago I noticed it was almost maxed out. I called Office 365 support and spent time with them over the phone. They stated to call ******* support. ******* support stated it was a software MS 365 and to call them. 365 stated again it is ******* support. ******* support again stated it is 365. I called 365 and they went through things and stated this has been escalated and I should receive a call. This was last week. I never received a call, Covid has hit our home, and I called 365 on 07/18/2022. They have been working with me since on both computers. Today, I have made it abundantly clear I have covid, not feeling well, and have deadlines, but impossible to get things done when both computers are running so slowly. Afiz with 365 worked with me, was disconnected and took almost 40 minutes to call me back. This was after working with him for over 1 hour, we got connected to ********* at MS ******* support. Christan did a factory reset, which while it was doing this, he was disconnected and never called me back. I waited 30 minutes, called MS ******* support, explained to a guy named ***** what happened. ***** confirmed ********* put zero notes into the system and I pleaded with ***** that if we are connected to please call me back. I walked through the problem, plus everything we had done to try and resolve it, including complete removal of Office 365, and the problem was still there. I explained the factory reset was unsuccessful and no changes made. He stated he would get me to a different department and I requested him to stay on the line. He agreed and in the midst, we were disconnected again with no phone call back. I called 365 and cannot even get through to a person. It is telling me to go to their website "goodbye" and hangs up on me. Forgive typos.
Business Response
Date: 07/28/2022
Hello ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your storage incident with your surface computers.
A senior member of our Microsoft Technical Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006353040
Sincerely,
Microsoft Corporation.
Initial Complaint
Date:07/20/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Microsoft has failed to help me recover my Microsoft account. I have reached out to Xbox support and spoke to a representative, and I haven't even gotten a single email back after talking to them.I have completely and properly secured my account, and even had a recovery code on the account. What's the point of setting up a recovery code if I can't even recover my account with it???I'm infuriated with Microsoft for this. I want my Microsoft account back now.
Business Response
Date: 07/25/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. 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 you want to recover to further investigate your situation and help you solve the issue.

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 https://support.microsoft.com/en-us or call ************ to receive assistance via chat support.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/25/2022

Complaint: 17596776

Email: *****************************
Xbox Gamertag: HattieLucina

I cannot sign in with my email. It's like my account was deleted.
*******************************
Business Response
Date: 07/29/2022
Dear *******************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006390450 .

We will monitor your support case through resolution.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/05/2022

Complaint: 17596776

I'll be waiting for updates on this situation.

Sincerely,

*******************************
Business Response
Date: 08/15/2022
Dear *******************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that our advocate **************** from Accounts & Billing Support Advocate sent an email with some instructions to follow on August 1st, 2022, which explained how after you validate some information you can regain access to the account, please feel free to reply directly to the last email sent by this advocate with any questions or concerns, or reply by this response and we will be happy to help.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/19/2022

Complaint: 17596776

I am rejecting this response. The form states that accounts that had 2FA enabled cannot be recovered this way. My account had 2fa. Please give me another option to recover my account.

Sincerely,

*******************************
Business Response
Date: 08/25/2022
Dear *******************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** our Relationship Manager **************** is taking over the case now to work towards a resolution, we apologize for all the time invested to get this solved.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/01/2022

Complaint: 17596776

Alright. I'm hoping we can solve this issue.

Sincerely,

*******************************
Customer Answer
Date: 09/08/2022
My account was compromised and Microsoft refuses to return it to me, despite the fact that I've provided everything, including recovery code.
Business Response
Date: 09/13/2022
Dear *******************************,

Thank you for your response. After reviewing your complaint and recent service request # ********** we see that our Relationship Manager **************** contacted you on August 29th, September 2nd,and finally on September 5th with the result of the investigation.

After a thorough assessment, we regret to inform you that we are unable to verify the account ownership. Therefore, we cannot continue assisting in recovering the account due to the security of the account. Please understand that Microsoft takes customer online security very seriously. ******************** is committed to customer security because of the private,personal, and potentially financial nature attributed to each Microsoft account.

Currently, all methods of regaining control of the account have been exhausted. If you can provide any new information in the future that might help you prove ownership, please email ******************************************* with Service Request # **********.For future issues, please visit support.microsoft.com.

We recommend that you create a new account so that you can take advantage of the same services you were using before. I have provided a?link below with recommendations to help you?better secure your next account and prepare it for easier recovery in the future should you run into any problems: https://support.microsoft.com/en-us/account-billing/how-to-help-keep-your-microsoft-account-safe-and-secure-628538c2-7006-33bb-5ef4-c917657362b9

Thank you for your understanding and patience while we tried to resolve this issue.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 09/13/2022

Complaint: 17596776

I am rejecting this response because:

This response is completely absurd. I provided ALL the information I have, INCLUDING my recovery code. What's the point of a recovery code if I can't use it?????

This is quite literally the most absurd response possible. I want my Microsoft account back.

Sincerely,

*******************************
Initial Complaint
Date:07/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a Microsoft 365 account and since I pay extra for a family account to share with others to use. I should be able to do this without a problem. I tried to contact Microsoft and filled in the support complaint for someone to call me, no one called for 48 hours. So, I tried the online support person who doesn't really understand my issue though she is genuinely nice Angelique ***** and tells me I need to do a remote session with her to fix the issue. It does not make sense, considering there is only one way to send invites. She tells me I have to send another request for phone help. I am working remotely and time is a factor in my work. I can't understand it when this is a simple thing like I sent an invite and it didn't recognize the email to send the invite should not require someone on my computer remotely or take this much effort. I am a techie, I work in VFX and animation and video games. I gave her the email address and she could check if the email was a problem. So, I am requesting someone to call me from the company. The query form that Microsoft uses is misleading and does not help people get the support they need.
Business Response
Date: 07/28/2022
Dear Akiko ***********************,
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. Your new case number is SR ******************** will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/28/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I just got an email from the company that says they will contact me in 48 hours so there might be a much needed follow up to this situation.

Sincerely,

Akiko ***********************
Initial Complaint
Date:07/20/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Credit card was stolen and used on a Microsoft Xbox account to purchase games. The Xbox gamer tag that used the credit card unauthorized in the amount of $3000 is TX4TN. Case number through key bank is ********. The case is currently closed and we are unable to reopen the case through key bank. Microsofts research provided the gamer tag and console id of the thief. However, microsoft advised key bank the charges were valid and the case was closed. Microsoft has noted in our file the charges are not attached to our profile but will not provide a refund. Microsoft has advised we need to work with key bank and key bank has advised we need to work with microsoft. We are filing a police report and a complaint here in hopes the additional efforts assist in getting a refund for the unauthorized charges on the credit card.Thank you.
Business Response
Date: 07/27/2022
Dear ***********************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006322675.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/20/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
It has come to our attention that the idiots over at Microsoft have installed red blocking screens on our email accounts so that anyone and everyone who either emails us, or that we email, is advised that we are "a dangerous website that steals customer data," and other such harmful false nonsense. Aside from the fact that we would like to know who exactly the b****** at Microsoft did this to all of our email accounts as per the attached notice from our website hosting provider, Network Solutions, we obviously want this to be fixed and removed immediately by Microsoft. Further obstructions to our law firm business by Microsoft will be met with much more aggressive legal and equitably responses, than a simple Better Business Bureau complaint. Be guided accordingly.
Business Response
Date: 07/25/2022
Dear *****************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding grievance.

The new Microsoft Edge is designed to detect, and block known harmful trackers to keep you safe, however, we let you decide what trackers to block at your own discretion.

You can choose from three levels of tracking prevention: Basic, Balanced,and Strict. Balanced is selected as the default. All three options block potentially harmful trackerstrackers we detect as cryptomining or fingerprinting.

Basic: Blocks potentially harmful trackers but allows most other trackers and those that personalize content and ads.
Balanced (Recommended): Blocks potentially harmful trackers and trackers from sites you havent visited.Content and ads will likely be less personalized.

Strict: Blocks potentially harmful trackers and most trackers across sites. Content and ads will likely have minimal personalization. This option blocks the most trackers but could cause some websites to not behave as expected. For example, a video might not play, or you might not be able to sign in.
Select your tracking prevention level

In Microsoft Edge, select Settings and more  > Settings  > Privacy, search, and services.

Make sure Tracking prevention is set to On.

Select the level of tracking prevention thats right for you.

Make an exception for tracking prevention

While preventing trackers increases your privacy, you might want to create exceptions for what you consider certain trusted websites. This will allow all trackers on those sites, including potentially harmful ones.

In Microsoft Edge, select Settings and more  > Settings   > Privacy, search, and services.

Make sure Tracking prevention is set to On.

Under Tracking prevention, select Exceptions.

Select Add a site, type in the full URL, and then select Add.

You can also create an exception directly from the site.

Go to the site you want to add as an exception for tracking prevention.

Select View site information  on the side of the address bar.

Under Tracking prevention, select Off from the drop-down menu.
We hope this information solve your issue. Youre of course always welcome to contact us again at https://support.microsoft.com/contactus
any future assistance.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/20/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Recently, I have been receiving unwanted emails from Microsoft. The email address in question is ************************ I do not believe I have an active Microsoft product associated with this email address. I reached out to their privacy unit to request REMOVAL of my email address from their database. A **** responded, but he was less than helpful. I expected him to adopt a hands-on approach to my issue, but it was non-existent. I am requesting BBB's help in getting me a resolution to this annoying privacy issue. Thank you!
Business Response
Date: 07/28/2022

Hi *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your unwanted email concern. We are unable to verify or locate a service request associated with the information provided in your claim. However, after reviewing your email address *********************** we found an MSA associated. If you want to stop receiving Microsoft emails visit this link https://support.microsoft.com/en-us/office/block-or-allow-junk-email-settings-48c9f6f7-2309-4f95-9a4d-de987e880e46#:~:text=Block%20Junk%20Email%20in%20Outlook%201%20At%20the,addresses%20and%20domains%3ASettingsDescriptionDon%E2%80%99t%20move%20email%20to...%20See%20More.
Block or allow (junk email settings) (microsoft.com)

Any account without activity would be deactivated in two years by our systems.

If you have not yet contacted support about this issue, visit https://support.microsoft.com/en-us (Microsoft Support) or call ************ to receive assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/04/2022

Complaint: 17592604

I am rejecting this response because:
I hereby submit this written rebuttal because I am dissatisfied with their response. If a customer is receiving unwanted emails at their private email address, this is NOT a support issue, but rather a PRIVACY issue. The support option are for customers who need support with one of their products or services. I do NOT personally (or currently) own Microsoft products so their response is less than helpful and is not making sense. Notwithstanding, I attempted to contact Microsoft support, via the telephone number provided in their response (i.e. ************), in hopes of being able to speak to a live human.

I got a recording stating that the only way to contact support is through their website. Unfortunately, when I tried that route, I was asked to enter a Microsoftemail address before I could go any further. I do not have a Microsoft email address, but I entered the Yahoo address where I am currently getting the unwanted emails. It was not accepted.

Microsoft asserts that We are unable to verify or locate a service request associated with the information provided in your claim. Thus, I am attaching a copy of Microsofts response to my recent privacy request,which was also less than helpful.

Thank you for your assistance regarding this frustrating situation.

Sincerely,

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

Hello *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unwanted Microsoft email issues. A senior member of our Microsoft Team will start an investigation related to this matter and contact you directly. Your new Service request is 7006778799

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/29/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am satisfied with Microsoft's resolution regarding this complaint. However, I am frustrated that Microsoft did not understand from the INCEPTION that I was attempting to close the "microsoft account" that was generating the unwanted emails. It would have saved time and frustration. Thank you BBB for bringing this matter to a close.

Sincerely,

***********************************
Initial Complaint
Date:07/19/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been without Microsoft email service since June 1, 2022, which followed many attempts to prevent this occurrence prior to that date. Starting on June 8th I made attempts to resolve this problem, to no avail. Please see the attached June 10, 2022, letter that I wrote to *************************, CEO, Microsoft Corporation. Also, please see the July 6, 2022, written and on- line complaint sent to ***************** ********** Attorney General whose response was received by me on approximately July 9th. Copy of this document is also attached for your reference.
Business Response
Date: 07/26/2022
Dear ***************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7006294433.
We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a Microsoft Surface Pro 7, with standard warranty of 1 year (until 07/29/2022). After having multiple issues with the device - including daily shut downs & flickering screen - I contacted Microsoft in order to solve my problems (case **********). All repairs were unsuccessful & was told that being a hardware matter & under warranty, that Microsoft would replace my device. The replacement, however, would be not for a new device, but a refurbished one, that in the Microsoft Assistant's words (case **********) are devices that at first "did not meet with the standards of quality we have at Microsoft". This obviously was very unsettling, due to that fact that I would be trading a computer that passed the quality inspection & even so presented multiple problems, for another that hadn't even passed the quality standards. Therefor, cannot imagine the kind of problems I would face with the refurbished unit. Evidently so, I read the warranty, and under item 6 - Microsoft's Responsiblity - that "Unless a mandatory provision of your local law provides otherwise, (...) replacement may be with a new or refurbished unit". This meant that, opposed to what Microsoft Agents were telling me, I was entitled to a new device. I argued the terms of the contract in several attemps to solve the issue with Microsoft (cases **********, ********** and **********) and all agents stated that a new computer would only be given in the first 30 days of the purchase. That, however, is not what is written in the Standard Warranty and that binds both parties. I have attemped multiple solutions with Microsoft, but they are adamant in not acknowledging the waranty in its entirety. In attachment are all email conversations, including one in case ********** that after requesting the name of the supervisor, the agent told me they could not give the information & after him asking multiple times under what law, he finally sent the name, evidencing he wasn't giving the name out of malice intent.
Business Response
Date: 07/25/2022
Dear *************************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding grievance.As stated in previous services request you submitted, if the Surface is still cover by the Standard Warranty, Microsoft or the retailer will (at its option)repair or replace your console with a like-for-like device, according to the Microsoft Limited Warranty you agreed with at the time of the purchase, all replacements are refurbished devices.

Genuine Microsoft Refurbished products have been inspected, tested, cleaned, and refurbished using genuine Microsoft parts. Each product goes through a rigorous quality Certification Process. Genuine Microsoft Refurbished products help reduce waste, which contributes toward our sustainability goals.

The Genuine Microsoft Refurbished product is warranted for 90 days or the remainder of your original warranty (or protection plan), whichever is longer.

We understand this is not the resolution you had hoped for by we stand by the resolution provided by previous advocates.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/19/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This is with the Microsoft ********************** I was trying to register for an exam and received the following message:50048: Our records indicate that you have been terminated from the Microsoft Certification program, and your benefits, including access to this site, have been revoked. If you have questions or concerns regarding your status, please contact [email protected] have sent 3 emails and have not received an acknowledgement of my emails.I do not know why I have been terminated.
Business Response
Date: 07/27/2022
Hi **************,

Thank you for contacting us, Better Business Bureau is not a Microsoft Support Channel. You must visit https://support.microsoft.com/en-us or call ************ to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. If the agent is unable to resolve your issue, please reply with your case number to this BBB thread and we will investigate further. We cannot assist you until you have gone through dedicated Microsoft support channels.

Sincerely,

Microsoft Corporation.
Customer Answer
Date: 07/27/2022

Complaint: 17587626

I am rejecting this response because:
I have gone through the proper channels and if you looked up my email address, you would have seen that. I am on my 2nd ticket and the 1st one was closed without a resolution. The email listed in the error message did not respond after 7 attempts. So, please let me know how you are going to resolve this since I am not getting the right customer service. I am on my second email and there is no response to my 2nd attempt.

Sincerely,

**************
Business Response
Date: 08/09/2022
Dear **************,

Thank you for contacting Microsoft Corporation via the Better Business Bureau. A senior member of our **************** and Support Team will investigate this matter and contact you directly to work toward a resolution. Your new case number is 7006689601.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/18/2022
Complaint: 17587626

I am rejecting this response because:
Microsoft support is not responding to the email that Microsoft's support told me to email. I have sent multiple emails and need a clear reson of why and how to fix and not the finality that they have placed on the outcome. Several other people have the same issue and at one point was informed there was an issue with an email account of a company that manages and owns the technology that is supposedly not working and the cause of the backlog and lack of response in several weeks.
Sincerely,

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

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