Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

Customer Complaints Summary

5,665 total complaints in the last 3 years.
2,334 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:07/17/2025
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,

****** ******
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.
I recently received 3 strikes and a 3 day ban on XBox Live with no reason given. I have been a player for 10+ years, and never had an issue before. I tried to have the ban appealed but it was denied, still with no explanation given. I dont appreciate not being given a proper explanation as to why I would be denied XBox ************ that I pay for. Can someone please look into my case and have this reversed, as obviously if there was a legitimate reason for theban they would have let me know.
Business Response
Date: 07/23/2025
Dear Shaquiella *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is **********.

Sincerely,

Microsoft Corporation
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.
I was permanently banned recently on my 7 year old Xbox account that I have spent lots of money on and am quite proud of and planned on continuing to spend money as I enjoy the games on there very much and the services offered, great memories. I was given no reason and this ban came as quite the surprise to me but based on interactions lately I think someone spoofed my account for a period of time to get me banned as some sort of ***** revenge. I did see something suspicious but thought it wouldn't be anything that would cause much trouble, much less trouble that results in getting permanently banned and with both my jobs keeping me so busy I haven't had much time lately. I suppose I have not been as safe on the internet as I should've been and will learn from this. I do not think I had anything to do with this and would ask for some minor level of compassion. Please if you could try at the very least reduce the sentencing length of the ban from permanent to a defined length of time. Of course I'd like to not be banned at all but if anything I would just like my account back please. This has been quite the big scare for me especially with everything else going on because I can't access anything in regards to this account and there are so many important people on there I need to contact again. Please Microsoft, I am a long time fan and I am extremely sorry this happened and would just like to go back to making memories on the platform. I will learn from this interaction and really really hope we can get this sorted out together. Please, I am basically begging as this is very scary because I spent 7 years on this account. Gamertag: ******************* *************************
Business Response
Date: 07/24/2025
Dear ********* *********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox banned account.

We reached out to the Xbox enforcement team to request an account unban, as only they have the authority to lift bans. Unfortunately, they provided the following information:

Hello,

After re-investigation we found that this user knowingly used an unauthorized third-party tool called Party Hax to manipulate their account and ********************** services. This tool is used to spoof game titles that often display obscene titles to the user's profile, and it is used to cause disruptions to multiplayer services. We have decided to leave the suspension in place.

The following response can be sent to the customer:

Hello,

This account was suspended for engaging in cheating. Cheating encompasses a number of situations, including, but not limited to:
Involvement with modified (modded) games or gametypes such as modded lobbies, mod menus, mod infections, or other unauthorized modifications
Involvement with modified Xbox hardware
Intentionally playing with someone who is using unauthorized software or methods
Using unauthorized software to make changes to your account or game saves
Unlocking achievements, prestige level, in-game ranks, or other content you didnt actually earn
Repeatedly using a game glitch or vulnerability to gain an unfair competitive advantage
Interfering with or manipulating your device's network traffic
Abusing the player reporting (complaint) system by filing or encouraging your friends to file false or redundant complaints or feedback
Cheating disrupts the game for other players, and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone and cheating results in an unfair and unenjoyable experience. To ensure that players continue to have a positive experience, we cannot allow cheating in any form.
For more information on why we care about Cheating and Gamerscore Modding, please refer to our Stay Safe page on the topic! ( **************************************************************************************************************************************************).

Thank you,

Based on the information provided by the enforcement team, we will proceed to close the case as there are no further actions we can take.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/25/2025

Complaint: 23616965

I am rejecting this response because: Yes as I stated before the account was compromised and I recently had to do a ****** account recovery as well. During that time I suffered some damage and loss with private information, my connected Xbox account included. Surely something can be done regarding this? Am I really getting perma banned because of my account being compromised and accessed by someone else?

Sincerely,

********* *********
Initial Complaint
Date:07/17/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My xbox account was hacked on the 18th of may. Logged a chat with support ***********) and following advice created a new account with a new email. 13 days later on the 1st of June my gamertag and game information was transferred to the new account and all was ok. Then 31 days later on the 2nd of July i received a suspension. There was no information as to why i was suspended so i clicked the appeal button and asked why. I received a reply saying "This account has been suspended due to involvement in the purchase, sale, theft, exploit, or transfer of Xbox Gamertags. This is not the case and the only involvement I had was that MY account was hacked. I spoke to support again about this (**********) but they couldn't do much. We are still paying for Gamepass ultimate. I have purchases on my account I cannot use and whilst I appreciate the terms say these will be lost if you break the rules but I did not do anything wrong. This will be visable to see. The only reason my account was associated with the purchase, sale, theft, exploit, or transfer of Xbox Gamertags is because my account/gamertag was hacked and stolen. I have replied to emails with supporting evidence but not heard back at all. My account email is ********************* My gamertag is Hiss
Business Response
Date: 07/23/2025
Dear **** ***********-*****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issue. We understand your frustration about the current issue and want to make it right,A senior member of our **************** and Support Team will investigate this matter and contact you directly via email or phone call to work toward a resolution. Your new case number is ********** .

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is a step in the right direction. I have been told an investigation is underway and hopefully it will reveal what happened and my innocence in the matter. However I'm still without my account so I would not consider the issue resolved just yet.

Sincerely,

**** ***********-*****
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.
I am a ********* resident locked out of my Microsoft account for over a week after it was hacked. Microsoft confirmed my identity and the hack through their security procedures, but refuses to restore access or provide meaningful resolution.Cases: ********** (Escalation SIR21501878) and ********** (Escalation SIR21511199). I was specifically promised updates yesterday that never came. This is the second time promised updates failed to materialize. Today I was transferred between three different agents who all claimed they couldnt help, then the supervisor ended the chat without any resolution.Initially Microsoft promised 3-5 days resolution timeline. Only after I kept questioning the delays did they suddenly change to 20+ days, which is completely unacceptable for a verified hack victim. Despite verifying the hack and my identity through official procedures, they claim I must wait for Recovery Team investigation of already-established facts.I requested my Minecraft Java and Dungeons accounts be transferred to my backup Microsoft account as temporary solution while waiting for full recovery - they said this also requires the same 20 days investigation period for a simple transfer between accounts I own and control.Even supervisors provide the same scripted responses about waiting for the Recovery Team, then end chats when pressed for actual solutions. No one can provide Recovery Team direct contact information or specific timeline beyond vague up to 20 days.This represents complete customer service failure for a verified hack victim. Im a paying customer locked out of purchased services including Minecraft games, OneDrive storage, and other Microsoft services. Microsoft has all the information needed to restore access but refuses to act.I need immediate account restoration and at minimum my Minecraft accounts transferred to my backup account today.????????????????
Business Response
Date: 07/22/2025
Dear Brooklyn Ong,
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
Customer Answer
Date: 07/22/2025

Complaint: 23613201

I am rejecting this response because:
The reason I cannot recover my account through ********************************** is because the hacker changed my username and password before the account was suspended. When I try to use this recovery method, it shows The Microsoft account youve entered does not exist because the hacker altered the account credentials. This is exactly why I need help from Microsoft support rather than self-service recovery.

Existing Support Cases Microsoft Failed to Address:
Microsofts response completely ignores that I have already been working with your support team for two weeks with the following active cases:

- Case ********** with Escalation SIR21501878
- Case ********** with Escalation SIR21511199
- Case ********** (Manual license transfer request)
- Case ********** (Recent support interaction)

Microsoft has already verified my identity as the legitimate account owner and confirmed the hack through your official investigation process. Your response suggests Microsoft didnt review any of these existing cases before providing this generic answer.

Current Status and Microsofts Lack of Communication:
For two weeks, I have been told to wait for Microsofts Recovery Team to complete their investigation, despite having already verified my identity and the hack. I have sent multiple emails to ****************************************** with no response whatsoever. Microsofts live chat support repeatedly tells me to wait and wait with no actual progress.

Alternative Solution Microsofts Own Support Recommended:
Since account recovery seems impossible, Microsoft support has already told me the solution is to transfer my games and data to a new Microsoft account I created: ************************** Microsofts own Xbox Support supervisor ********* specifically requested that I provide this new account information for license transfer, acknowledging this as the appropriate resolution path. However, even after providing this vital information that was supposedly the cause of delays, the supervisor still told me to wait and wait with no definitive timeline or action.

What Im Requesting from Microsoft:

1. Stop sending generic self-recovery links that cannot work due to the hackers changes
1. Act on the existing support tickets and escalations already in Microsofts system
1. Complete the license transfer to my new ******************** account *************************** as Microsofts own support team recommended
1. Provide actual communication instead of leaving customers in limbo for weeks

The Real Issue:
This response proves that Microsofts BBB complaint process doesnt coordinate with Microsofts actual support system. Microsoft is sending automated responses without reviewing the extensive case history and work already done by their own support teams. This is exactly the kind of service failure that necessitated filing this BBB complaint in the first place.

I need Microsoft to take action on the existing cases and complete the promised license transfer, not send me to a recovery link that cannot possibly work given the circumstances of my hack.

Sincerely,

Brooklyn Ong
Business Response
Date: 07/31/2025
Dear Brooklyn Ong,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concern.
We have escalated your case to a senior member of our Accounts Team, who will investigate the matter and work with you directly toward a resolution. This team is best positioned to assist you with recovering access to your original account.
Your new case number is **********. Please reference this number in any future correspondence related to this issue.

We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
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.
Dear Microsoft and ************************,I am writing with profound confusion and disappointment to appeal the permanent ban imposed on my Call of Duty account (Username: Ka le#*******) on February 15, 2025, citing violations under Section 3.c of the Call of Duty Software License and Service Agreement and Security Policy. As a dedicated player who has supported the series for 15 yearsfrom Call of Duty 4 to Call of Duty 21I have always strictly adhered to the user agreement and never used unauthorized software, cheats, or manipulated game data. This ban resulted from a system error, and I urgently request a manual review.Key grounds for my appeal:Zero Violation History: My account has always maintained a clean record, with no prior warnings or temporary bans.Deep Game Expertise: Years of accumulated tactical experience and skills (e.g., pre-firing, map control) may have been misinterpreted as suspicious *************** Environment:My PC only runs legitimate software (Steam/********************************************** perform regular full-system antivirus scans.Critical Requests:Provide specific evidence of the violation (e.g., names of flagged programs, timestamps of suspicious behavior).Clarify whether the ban was triggered by false positives related to high-spec hardware (e.g., high-refresh monitors, mechanical keyboard macros) or network instability.I respect your zero-tolerance policy against cheating, but an erroneous ban inflicts both emotional distress and financial loss on a loyal player. I am willing to provide any necessary information (hardware specs, network diagnostics, etc.) to prove my innocence.I sincerely await your professional review and a fair resolution. I remain committed to upholding the integrity of the games environment.Account ****************** ID: Ka le#******* Platform: PC/Xbox Sincerely,A Call of Duty Player Unjustly Treated
Business Response
Date: 07/22/2025
Dear ***** *****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your recent ban on your Call of Duty account *********** ID: Ka le#******** We understand how important your gaming experience is and appreciate your long-standing support of the franchise.

Please note that account enforcement actions,including bans, are managed directly by ********** and not Microsoft support. To appeal this matter, we kindly refer you to *********** official support and appeal page:

?? *****************************************

There, you can submit a formal appeal and provide any supporting documentation you wish to include. Microsoft does not have access to *********** enforcement systems and cannot intervene in these decisions.

We hope this helps guide you toward a resolution. If you have any other questions or need assistance with Microsoft services, feel free to contact us.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/22/2025

Complaint: 23612746

I am rejecting this response because:
Dear Microsoft Customer Support Team,

I am writing to formally appeal the enforcement action (ban/suspension) applied to my ********** account (Account ID: Kale#********. Despite multiple attempts to resolve this issue through your official appeal channels, the responses I received consisted solely of standardized templates. Critically, these replies failed to provide any substantive explanation specific to my case or evidence supporting your decision.

I firmly believe this penalty constitutes a mistake or misapplication of your policies. Therefore, I formally request that you:

Provide detailed, concrete evidence substantiating this enforcement action.

Conduct a thorough re-evaluation of my case based on the evidence provided or a comprehensive review.

As a company now part of Microsoft, I trust ********** ******** is committed to delivering fair, transparent experiences and high-quality customer service. I expect this appeal to receive a meaningful, evidence-based response that demonstrates your dedication to resolving player concerns beyond standardized templates.

I engage in this communication in good faith and sincerely appreciate your time and attention to this matter.

Sincerely,

***** *****
Initial Complaint
Date:07/17/2025
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.
Complaint:On March 20, I purchased Microsoft Office *************** for $250, which includes Outlook. From the moment of installation, Outlook has not functioned properly on my Mac. I have been unable to delete emails, which is a basic and essential feature of the software.Since the purchase, I have spent over 5 hours with Microsoft support and submitted six separate callback requests. Microsoft's support team has been unable to resolve the issue. At one point, I was advised to switch to the legacy version of Outlook, which later went offline. When I switched back to the new version, the original issue persisted. In other words, Outlook has never worked as intended since the day I bought it.Despite providing all necessary documentationincluding proof of purchase, account history, and support logsMicrosoft has refused to offer a refund, credit, or voucher, citing that the 30-day refund window has passed. This is unacceptable. I am not seeking a refund because I changed my ***** am seeking it because Microsoft sold me a defective product that has never worked properly, and has failed to resolve the problem after repeated attempts.I believe Microsoft is violating basic consumer rights by refusing to take accountability. I am requesting a partial refund, store credit, or voucher equivalent to the value of Outlook, since it has been completely unusable from the start.Resolution Sought:Partial refund, credit, or voucher for the non-functional Outlook application.Supporting Documents:Screenshot of credit card charge Microsoft account purchase history Service request and callback history Email exchange with Microsoft support
Business Response
Date: 07/23/2025
Dear ***** Ning,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your Outlook issue and refund request. We sincerely apologize for any inconvenience you experienced about this matter.

After further research, I decided to make a One Time Exception for the situation you went through. I am pleased to inform you that I have successfully processed a refund of ****** USD on the credit card ended on **** **5716.

Generally, refunds will be received within 72 hours but may take up to 30 days depending on your financial institution's individual policies.

If any other issues arise you may contact us at Microsoft Support and one of our support representatives will be happy to provide further assistance.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/23/2025

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,

***** Ning
Initial Complaint
Date:07/17/2025
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.
In January of 2025 I received notification that my Microsoft account may have been compromised. I had received notification that my account was locked due to Abuse of Platform and Services with Skype. I had to request that my account be unlocked. I received this approval on 2/4/25. As soon as possible i proceeded to change my password and turn on two-factor authentication. Less than 1 week later this event occurred again, my account was locked. This time when I went to appeal I was denied. I continued to appeal multiple times per week. Eventually i stopped getting even a response from them.I have no idea why my account was locked. I find it strange that this happened when I have not personally used skype in many years. There was no review of the issue or email stating what had triggered the event. I tried to appeal that there may have been some problem that occurred when my account was hacked but to no avail. To this day I am still being charged for services such as Xbox live and one drive that I have no access to. I have gone through multiple Microsoft provided links for account recovery and review and have not received anything but an automatic response. I hope to be contacted by Microsoft for the following:1. Attempt to recover my account, any information would be great. 2. Refund for services i have not had access to but have been charged for. For reference, the email associated with my Microsoft account is *******************
Business Response
Date: 07/23/2025
Dear ******** *****,
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
Customer Answer
Date: 07/24/2025

Complaint: 23612501

I am rejecting this response because:
Unfortunately, it does not provide any meaningful resolution or address the core issue.
This exact link provided in this case lets me enter information but i get an automated response saying
"It looks like you just used the Microsoft account recovery form (***************************************) to request a password reset for *****************************. Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know."
In trying to reset my password through the next provided link i am told
"*****************************

Your account has been locked
We've detected some activity that violates our Microsoft Services Agreement and have locked your account.
How to appeal this and unlock your account
Look for the username at the top of this notice. You'll need it. Then go to *****************************"
I have already submitted multiple appeals through ***************************** - each time receiving an automated denial with no explanation, no evidence, and no opportunity for human review. I never used Skype for messaging or any activity that could reasonably be considered a violation.
Being repeatedly directed to the same automated system - which has already failed to provide transparency or due process - is deeply frustrating. I have made every effort to resolve this through the appropriate channels, including Xbox support, Microsoft agents, and now the BBB. Yet I remain locked out of my account, with no access to purchased services, personal data, or digital content.

Sincerely,

******** *****
Business Response
Date: 08/05/2025
Dear ******** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
After a thorough manual review of the account recovery form(s) you submitted, we were unable to validate you as the rightful account owner. Unfortunately, the information provided did not meet the necessary criteria for verification.
At this time, the only available method to regain access to the account is by submitting the account recovery form at **********************************. You may submit the form up to two times per day. We strongly recommend including any additional or previously unsubmitted information that may help verify your ownership.
We understand this may be disappointing, but we must prioritize the security and privacy of all Microsoft account holders.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/05/2025

Complaint: 23612501

I am rejecting this response because:
As you can see I'm not even allowed to use that form and following the link provided from that email does not work either because it just tell me my account is locked.
It doesn't matter how much I try to recover my account because your own email says that these requests are ignored since I have two factor authentication.
As for my account being locked. I am filling out the appropriate form and have stopped even receiving a response.

Sincerely,

******** *****
Initial Complaint
Date:07/16/2025
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 attempted to purchase a single $10 Roblox package for my son's birthday through our PS5, using a Microsoft/Xbox-linked account. Each time we tried to complete the transaction, it displayed an error message saying the transaction was declined and that the card was not charged. We retried 26 times over two days, always receiving the same error.However, my bank account was ultimately charged 26 times, totaling $287.30 (with each transaction being $11.05 after tax), even though we never received any Roblox points.I contacted Microsoft/Xbox customer support, and they confirmed all transactions had gone through despite the error messages. They refused to refund the extra charges and only offered to help credit the missing points, which is not a solution since I never intended to make 26 purchases. I was misled by the system into thinking no charges were going through.I disputed the charges with my bank. They refunded 17 transactions, but 9 charges remain unpaid, totaling $99.45. Microsoft still refuses to refund them.After the dispute, Microsoft banned my childs Xbox/PS5-linked account, which locked him out of all games including Roblox and Fortnite along with years of progress and purchases.This is unjust: I was misled by Microsofts payment system into being overcharged, partially refunded, and then punished with a permanent ban. I am requesting:A full refund of the remaining $99.45 Reinstatement of my childs banned account
Business Response
Date: 07/23/2025
Dear ******* ******,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding the multiple transactions caused by a system error and the permanent suspension of your Xbox account.

Could you please provide the email address linked to the charges, as well as the email address associated with the suspended account?

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/23/2025

Better Business Bureau:

The email for the account and the email it sent the payments to is ********************* (this is my ex bf email and we are not in contact so I am not able to access his email)
my sons debit card was charged 26 times for the $10 package

Sincerely,

******* ******
Customer Answer
Date: 07/25/2025
I would like to clarify that I mistakenly marked complaint ID ******** against Microsoft as resolved. The issue has not been fully resolved to my satisfaction.
Please advise on how I can reopen the complaint or continue the resolution process. I apologize for the confusion and appreciate your assistance.
Sincerely,
******* ******
Business Response
Date: 07/30/2025
Dear ******* ******,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding the multiple transactions caused by a system error and the permanent suspension of your Xbox account.

We appreciate you providing the email address ********************** however, this email does not appear in our system, so we are unable to take any action at this time. If you would like, you can send us the gamer tag for your son's account. Please note that without the account used to purchase the credit, we are unable to proceed further.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/30/2025

Complaint: 23612028

I am rejecting this response because:
his gamer tag is carsonbullet111

Sincerely,

******* ******
Initial Complaint
Date:07/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Xbox account was hacked, and the attacker changed the sign-in email address, locking me out completely. I cannot access the account or use any recovery tools because Microsofts system says the account does not exist. I have emailed Microsoft support twice and messaged Xbox Support on ******* but have received no response. The automated virtual assistant loops endlessly without providing any real help or a way to contact a human. Because of this, I have lost access to my games and purchases tied to this account. I am the rightful owner of the account and can provide proof of ownership, including my Gamertag (Unagelasted), previous email address ************************* purchase history, and device information. I am requesting urgent assistance from Microsoft to regain access and to improve their support and recovery process for hacked accounts. This issue began around July 8, 2025, although suspicious activity was first detected on July 1, 2025.
Business Response
Date: 07/24/2025
Dear ******* ******,

Thank you for contacting Microsoft Corporation through the Better Business Bureau. We understand how frustrating and stressful it can be to lose access to your Xbox account, especially when it holds your games, purchases, and personal data.

We want to help you recover your account as quickly as possible. Here are the steps we recommend:

Submit the Account Recovery Form
Please visit ***************************** to provide the necessary information to confirm you are the rightful owner of the account.

You can submit the form up to twice per day.
Try to include new or additional details that you havent submitted before.
This is currently the only method available to regain access to your account.
If the system cannot verify ownership through this form, unfortunately, we wont be able to take further action.

Submit a Reinstatement Request
If your account appears disabled or inaccessible, you can also complete the ************************************************************************* and select the option:
I am getting an error that someone might be using my account.

We truly appreciate your patience and understanding.

Sincerely,

Microsoft Corporation

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Microsoft is NOT a BBB Accredited Business.