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

• 

  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft

  3 Cityplace Dr Ste 1100 Saint Louis, MO 63141-7081

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  Microsoft Store

  9255 Towne Centre Dr Ste 400 San Diego, CA 92121-3037

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  Microsoft Corporation

  PO Box 14647 Tucson, AZ 85732-4647

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:07/16/2025

  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 purchased a computer from Microsoft with a damage protection warranty/plan. The device is now in need of repairs as it has stopped charging. When I've gone to pursue a claim, Microsoft's website will not allow me to. I've tried and tried everything I know to do. They offer no form of contact with a human being to handle cases like these. Without some form of mediation, I will not be able to see my warranty/plan honored now that I need it.

  Business Response

  Date: 07/23/2025

  Dear ****** ******,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your Surface laptop warranty. Could you please provide the email address used for the purchase and the serial number of your Surface device?
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/16/2025

  Type:Order 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.

  Starting on July 16th my Xbox game pass ultimate subscription wont work on my home Xbox and Microsoft states that any account signed into my home Xbox will have access to my subscription. We have tried all the troubleshooting but it is still forcing me to buy a subscription for an additional account on my home **********************. This issue has been happening to multiple Xbox users and it seems like a money grab attempt by Microsoft to bring in more profit. They even advertise that Xbox game pass works with every account on my home ********************** on their website and on my Xbox screen. I believe this may have happened to thousands if not millions of Xbox users causing them all to buy an additional subscription at 10 dollars a month when Xbox has stated multiple times they are working on a resolution for this issue back in 2022. When I tried to speak with an agent for assistance all I was offered was a useless AI program that told me to do stuff I already did. Xbox is not holding up their end of this agreement and Id like my money back for my entire subscription with them as well as pursue this in court to show the public how large business are exploiting everyday working class people.

  Business Response

  Date: 07/23/2025

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

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

  We will monitor your support case through resolution.

  Sincerely,

  Microsoft Corporation 

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is **** ******* Lechintan, and I am the original owner of the Microsoft account primarily associated with *************************** May 2025 Day 29th 10:58 am, my account was compromised by an unauthorized party. The hacker changed the recovery and sign-in information, locking me out completely. Microsoft Support later confirmed that the account had been accessed without my authorization. However, instead of assisting with recovery, Microsoft permanently suspended the account (Case #**********), preventing me from any possibility of regaining access or verifying my identity.The account contains significant value and personal importance, including:Years of game purchases, such as Minecraft and ************************* services including Steam and EA accounts Personal and work-related files stored on ******** To prove my ownership, I provided Microsoft with:Original payment receipts and the last 4 digits of the **** card used for purchases Previous login and device history The primary email address used to create the account (*********************************)Additionally, an alternative email, **************************** may have been linked to the account, but it was deleted due to inactivity since 2018. I am unsure whether this address was still associated with the account at the time of the breach.When filling out forms related to this issue, I encountered a problem with my postal code, which is ********, Santarm, ********. Because the form only accepted U.S.-style postal codes (five digits or ZIP+4 format), I temporarily added two extra zeros to the postal code (e.g., 20050-3610) just to pass to the explanation phase. However, the official and correct postal code remains ********.Despite my cooperation and clear proof of ownership, Microsoft denied any further escalation, closed the case, and left me without access to services and valuable data that I rightfully own.

  Business Response

  Date: 07/22/2025

  Dear **** Lechintan,

  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: 23590889
  
  I am rejecting this response because: The **** (Account Recovery) form is not a valid solution in my case. The hacker who compromised my account removed my main Gmail ************************** and added their own, effectively locking me out of my account and removing all recovery options.
  Additionally:
  My former alias ***************************** was inactive since 2018 and is now deleted, so I cannot use it either.
  I never linked a phone number, and Microsofts automated system rejects every recovery attempt.
  I've already provided proof of ownership, including:
  Purchase receipts for Minecraft, Minecraft Dungeons, and Xbox Game Pass Ultimate
  Screenshots of my Xbox profile and EA/Steam accounts linked to the ******************** account
  Payment method details including the last 4 digits of the **** card used
  Despite this, Microsoft refuses to perform a manual review or consider the facts of my situation. This is not a simple forgotten password this is a security breach, and I am the victim.
  I am asking for:
  A real manual investigation based on the documents I've submitted.
  A clear response explaining why I am permanently locked out, despite proving ownership.
  Microsofts position under ************* protection law) regarding my lost access to years of data and digital purchases.
  If this is not resolved in good faith, I will proceed to file with:
  CNPD (Comisso ****************** de Dados) in ********
  The ************************ (***)
  Public escalation via appropriate consumer channels.
  Sincerely,
  **** ******* ******************start="2006" data-end="2009"> Ticket ID: **********
  Original Gmail: *********************************
  Former alias: ************************************* 

  Business Response

  Date: 08/01/2025

  Dear **** Lechintan,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account concerns.
  We understand your situation and are here to help.However, before we can make any changes to the account, we must first confirm that you are the rightful owner. This is a critical security step designed to protect your personal information and prevent unauthorized access.
  To begin the verification process, please complete the secure account recovery form here:
  **********************************
  You may submit the form up to two times per day. Once submitted, we can manually review the information you provideeven if the automated system is unable to verify ownership. Please try to include as much accurate and previously unused information as possible, such as past passwords,security details, or recent activity.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23590889
  
   I am rejecting this response because it does not address the specific issues Ive raised.
  The original Gmail used to create the account is ************************* After my account was hacked and suspended, this Gmail address was inexplicably turned into a recovery option for **************************** which I cannot access because that alias has been deleted for years.
  The ACSR form does not work in my case because:
  My primary alias was changed by the hacker.
  All recovery options are invalid: the original alias is deleted, and my main Gmail was removed from the account by the hacker.
  I receive code confirmations to ************************* but then Im told to log in with a deleted alias making recovery impossible.
  Please treat this seriously. I am being forced to escalate through the BBB because your regular support channels have failed to resolve this after more than two months. I am not requesting anything unreasonable only a proper manual review of my ownership claim and access to the digital content I paid for.

  To further support my claim, I am including below the ** addresses, dates, and general locations I used to access the account prior to the hack. This should allow your team to verify my legitimate access and distinguish it from the unauthorized activity.
  Access Details (prior to compromise):

  **: *********** Portugal 2022

  **: ************** Portugal 2019

  **: ************ ******** 2017

  I hope this manual evidence is taken seriously, as Im unable to proceed through automated recovery due to the hacker removing all my recovery options.

  In case more proof is needed i will gladly show more.
  Sincerely,
  **** ******* Lechintan 

  Business Response

  Date: 08/13/2025

  Dear **** ******* Lechintan,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
  We understand how distressing this situation has been,especially given the impact of the unauthorized changes to your account and the difficulty you've faced navigating the recovery process. We appreciate the detailed information youve provided and your willingness to share additional evidence to support your claim.
  Due to our security policies, we are unable to manually verify ownership or restore access outside of the official recovery process. The Account Recovery Form (ACSR) is the only method available to validate account ownership and initiate recovery:
   **********************************
  We recognize that your recovery options have been compromised, but we encourage you to submit the form using any information that may still be associated with the account. You may submit the form up to two times per day, and we recommend including any details not previously provided.
  Once youve submitted the form, please reply with the case number so we can review the submission and ensure its being handled appropriately.
  We take your situation seriously and want to support you in every way possible within the boundaries of our security framework. Thank you again for your patience and for escalating this matter through the appropriate channels.
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23590889
  
  I am rejecting this response because it is once again a generic and unhelpful reply that fails to address the core of my issue.
  
  The automated ACSR form cannot work in my case because the hacker removed all recovery options and changed the primary alias. My original Gmail ************************** which created the account is now only tied as a recovery address to a deleted alias ****************************** making automated recovery impossible.
  
  Microsoft already has my ownership evidence (purchase receipts, IP access history, dates) under my original support ticket #**********, and their escalation agent confirmed the account was compromised. Continuing to direct me to ACSR ignores the specific facts of this case.
  
  Technical point: every Microsoft account has a permanent internal identifier that persists even when aliases are deleted. A manual review can match that identifier to my purchase history and prior access logs. Saying recovery is impossible is only true if Microsoft refuses to perform a manual verification.
  
  I respectfully request that this be escalated to someone with authority to conduct a manual review and resolve the ownership dispute, using the evidence already on file under ticket #**********.

  Business Response

  Date: 08/26/2025

  Dear **** Lechintan,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
  We understand that your situation is unique, as the account in question was compromised and the recovery optionsincluding the primary aliaswere altered by an unauthorized party. We also acknowledge that your original Gmail address ************************** is now only linked to a deleted alias, making automated recovery through the standard **** form challenging.
  Please know that we have reviewed your support ticket (#**********), and we appreciate the ownership evidence youve already provided, including purchase receipts, IP access history, and account activity.Our escalation team has confirmed the compromise, and we recognize your request for a manual review.
  While the **** form may not appear to work in cases like yours, it remains a required first step in our process. Once you submit the form, our team will manually review it and cross-reference the internal account identifier with our recordsincluding deleted aliases and historical access logsto validate ownership.
  We respectfully ask that you complete and submit the **** form at ************************************** may submit the form up to two times per day. Please try to include any details not previously provided, even if they seem minor.
  Once submitted, our team will proceed with a manual review using the evidence already on file. We are committed to resolving this matter fairly and thoroughly.
  Thank you again for your patience and for bringing this to our attention. If you have any further questions or need assistance with the form, please dont hesitate to reach out.
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23590889
  
  I am rejecting this response because: I attempted to follow Microsofts request to submit an ACSR, but as shown in the attached screenshots, the system blocks me at step one because both my Gmail alias ************************** and my Outlook alias ***************************** were deleted. The form does not allow me to proceed, even though Microsoft has already confirmed the account exists internally. Please advise how to proceed or have Microsoft manually initiate the recovery process without requiring the public ACSR tool, which is not compatible with deleted aliases. 
  Sincerely,
  
  **** Lechintan

• Initial Complaint

  Date:07/16/2025

  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 have been a Microsoft Rewards customer for many years. With approximately $75.00 in rewards to be redeemed in my account, they have suspended my ability to redeem. Three contacts to customer support have not answered my questions as to why/when the ability to redeem will be restored or exactly why this has happened. I use their service in good faith and am confused as to why this has happened. Again, I can get no specific answer from Microsoft.

  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: 07/31/2025

  Thank you for your assistance in this matter.
  
  Despite what Microsoft states, it has not been resolved.  They have continued to group my problem into a vague category which implies, or even states, that I am cheating the system.  They do not answer my question as to when the ability to redeem may be restored. They only say to do things by their rules.  I was unaware that I was not doing that.
  
  I am a stroke victim in my 70s. I use the Microsoft Rewards program as a way to exercise my brain.  There was no notice to me that I would be unable to redeem the promised points, so I continued to accumulate traffic for them.  As I have found out in research, I am far from alone.
  
  To say that I am deeply disappointed in their ability to maneuver around a fair outcome would be, as they say, an understatement.  Please do not mark this resolved, as it certainly is not.

  Business Response

  Date: 08/13/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Rewards account.
  We sincerely regret that your experience with our support channels has left you feeling unheard and disappointed. We understand how important the Rewards program is to you, especially as a way to stay mentally active, and we appreciate you sharing your personal circumstances. Your feedback is deeply valued, and we want to ensure you feel supported.
  While we understand your concern about the lack of notice and the implications of the restriction, please know that the system flags accounts based on activity patterns that may resemble automated behavior. This does not mean we are accusing you of cheating, and we apologize if the messaging has felt unclear or unfair.
  In order to have the current restriction lifted, youll need to continue earning points in accordance with the guidance outlined in the following article:
   ************************************************************************************************************************************************************
  Following these best practices will help reduce your bot score over time and restore full access to your Rewards account. At this time,we are unable to provide a specific date for when redemption will be restored,as it depends on ongoing account activity and system evaluation.
  We understand this may not be the resolution you were hoping for, but we remain committed to helping you navigate the process. Please feel free to reach out with any additional questions or concerns.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23610625
  
  I am rejecting this response because:

  Uncaring and impersonal response from Microsoft.  Apparently, I have no recourse and must muddle through on my own.  If this is the "support" that can be expected from Microsoft, I will steer clear in the future and share my experience with all.

  Thank you BBB for the assistance.  No thank you to Microsoft for your support after my years of supporting your products.

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

• Initial Complaint

  Date:07/16/2025

  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.

  I renewed my Microsoft account but I find that I am signed up for two (2) Microsoft 365 Personal accounts. I have tried many many times to reach someone to resolve. They do everything possible to avoid you speaking to someone. There is no way that I can find to resolve/correct online, so I must turn here. I was charged a $99 annual fee (plus taxes) and $9.99 per month (plus taxes). It should only be the $99 annual fee.

  Business Response

  Date: 07/22/2025

  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: 07/26/2025

   
  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.
  
  To note, it took me several hours to finally connect with somebody through a very long wait on a chat system to finally resolve.. this never should have took so long and it was an overcharge on their end. Im very satisfied with the BBB and their efforts to get this done but very disappointed in the way Microsoft. Handles their customer service. They make it an incredibly difficult and long process to reach somebody. Well, Ive not checked accounts yet to confirm that I was refunded, once I did connect through a chat window (Again, after several hours or attempts and 45 minute wait before the chat, member arrived) they were quickly able to resolve. Its hard to say if it was worth the time, but the principal of the matter is important and I remember the charge being a little over $100. I really feel like this highlights for a good practices on behalf of Microsoft as ****** would have just given up their attempts to resolve this and let the overcharge be.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/16/2025

  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 have a Microsoft email account for many years and lost the password and microsoft process to unlock and update an account password does not work. I have lots of personal information there and cannot access it. The way microsoft has asked me to fix the problem does not work and they dont provide an additional option. Many users have the same problem and it need to be fixed **************************************************************************************************************************************************************

  Business Response

  Date: 07/23/2025

  Dear ***** *******,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your account recovery.
  
  To verify your ownership of the Microsoft Account, please go to ********************************** and provide the requested information. This is the only way to restore access to your account. You may submit the form twice per day and should include any new information you havent already provided. If you successfully validate your ownership using the **** form but still cant access your account, please send us the affected email address so we can assist further.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:07/16/2025

  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.

  Well so from my perspective its company neglect inability to help after writtiing after 1.5 month while SIR21344227 request was submitted on *****... what i hope is to get account or all purchases including subsription back with payed 6 months...v

  Business Response

  Date: 07/22/2025

  Dear ***** Ukuraitis,
  
  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: 07/23/2025

   
  Complaint: 23608984
  
  I am rejecting this response because: well noone contacted me in past 24 hours and judging by your company rensponse period whitch was 1month 2weeks inability to do something... i am asking you too once again look it as human and attempt to solve problem... by getting me my account or purchases on it back also check case microsoft ********** it contains every posible question you may or could have...

  Sincerely,
  
  ***** Ukuraitis

  Business Response

  Date: 08/18/2025

  Dear ***** Ukuraitis,
  Thank you for informing us that you have not yet been contacted. We have created a new case on your behalf. Please be attentive to phone calls or emails from our customer service representatives regarding this matter. New case number **********
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23608984
  
  I am rejecting this response because:
  
  Well i was contacted with negative response whitch told me that its imposible to recover ... but let me remember you hacker hacked it in minutes so yeah i dont believe that any security features were enabled.... yeah now working with SIR21657769 from ************************************  if your company could i would like simple microsoft store gift card worth of all purchases in account (purchases were bought by retailers because i am lithuanian) but i expect full compensation if thats possible or else just give me all what was there in codes

  Business Response

  Date: 08/28/2025

  Dear ***** Ukuraitis,
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account enforcement concern.
  We understand you were contacted with a response indicating that account recovery is not possible. We also acknowledge your concern that the account may have been compromised quickly, and that you believe security features may not have been properly enabled.
  As stated in the "Microsoft Terms of Use",if ownership cannot be verified, Microsoft is "not obligated to restore access or provide compensation for lost time, purchases, or services."
  We recognize your request for compensation in the form of a Microsoft Store gift card equivalent to the value of purchases made on the account. While we appreciate your position, Microsoft is unable to offer compensation or restore digital content without verified ownership.
  That said, your case SIR21657769 remains active, and we encourage you to continue working through that channel. If you have any new documentation or information that may help validate ownership, please submit it directly through the enforcement support portal or reply to the case contact at ************************************.
  We appreciate your patience and thank you for bringing this matter to our attention.
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23608984
  
  I am rejecting this response because: please dont lie at least you confirmed identity already couple times ... and now you just trying to deny your refusal here
  Sincerely,
  
  ***** Ukuraitis

  Business Response

  Date: 09/09/2025

  Dear ***** Ukuraitis,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
  At this time, we are unable to confirm ownership of the account based on the information provided. Without verified ownership, we are unable to proceed with any changes, data access, or restoration.
  To move forward, please provide any case reference number you may have received from previous communications or support interactions.This will help us locate your records and assess the situation more accurately.
  If you have any additional information you'd like us to consider in the meantime, feel free to reply directly to this message.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 09/09/2025

  Well sincerely at this point is gone SIR21657769 follow on this case from what i see after this i just personally understood that your help is useless at this point bought new games this time on cd bought new subscription everything on another email *************************** if you really want to help i am happy to accept any kind of gift card and yeah at this point please just use my number ************ and call my cause it already ***** too much and yeah i lost my trust in this company after this case what all went through as you see couple months... 

• 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 purchased Call of Duty: Modern Warfare II digitally through the Microsoft/Xbox Store. Major parts of the game including the Campaign and ***Op modes are now broken and unusable due to missing content packs.The game crashes with the error: Disc read error [8.7]: WW_global.FF, which is linked to a required file from Campaign Pack 2 a pack that is no longer available in my owned content list and not downloadable through the Microsoft Store.Ive followed every troubleshooting step: clearing local data, reinstalling the game, reinstalling content packs, and even launching through Call of Duty HQ. Nothing fixes the issue. ********** (the game publisher) has confirmed this is likely due to a licensing mismatch or version entitlement problem which is Microsofts responsibility to correct.Microsoft support has refused to escalate the issue, does not offer a refund or a way to access the content I paid for, and only routes me through an unhelpful AI chatbot. Ive been told to wipe my entire Xbox, which is not a reasonable or acceptable fix for a software licensing issue.I am requesting either:1.A license refresh for my current MW2 digital purchase,or 2.Access to the updated version of MW2 currently listed on the Xbox Store (which appears to include the correct content).I am not asking for a refund I just want functional access to the game I legally purchased.

  Business Response

  Date: 07/22/2025

  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

• Initial Complaint

  Date:07/15/2025

  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.

  My Microsoft and Xbox account has been falsely permanently suspended. I have lost over 4 years of work.

  Business Response

  Date: 07/21/2025

  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

  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,
  
  ******* *********

• Initial Complaint

  Date:07/15/2025

  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.

  There was a security update with Microsoft Outlook, it locked me out of both my email accounts preventing me from being about to recover either one. All attempts to recover either through the online portals have failed claiming that my information is not enough despite it being accurate the last time I'd been able to access the account. This appears to be a system error and all attempts to get support in recovering my accounts have been met with rude customer service representatives telling us to try the online portal and hanging up on me and getting angry when we call back. When I contact via phone if we dial 1 to consent to a recorded call I can't get through and the automated system boots me from the call preventing call backs. When I select 2 for an unrecorded call the staff is rude and unwilling to provide any assistance or even listen to what is going on or ask one of their supervisors if there are other means to recover my accounts.I have tried asking to speak with a supervisor only for the staff to hang up immediately. I have important receipts and documents that are important for me to access saved on my account but there is no possible way to recover these accounts on my end without assistance. This matter is urgent and I need assistance recovering these accounts. Both accounts were locked out and both are requiring a code from the other account making it impossible to get around this security measure and impossible to access my accounts. I can provide any necessary information but it is important that I be able to work with someone on this live as the portal is not capable of verifying my account, I don't know if it was a mishap when entering my birthday or the subject headings it requires are not being formatted correctly but I need assistance from someone who can walk me through the verification process with access to recover or reset my password from their end as the recovery portal is not working.

  Business Response

  Date: 07/22/2025

  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