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

• 

  Microsoft

  6200 W Courtney Campbell Cswy Ste 480 Tampa, FL 33607-1496

• 

  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft Inc

  1065 La Avenida St Mountain View, CA 94043-1421

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  Microsoft Corporation

  5431 E Williams Cir Ste 200 Tucson, AZ 85711-7501

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:07/15/2025

  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.

  While playing XBOX I got a pop up that my account was suspended. upon further investigation I came to figure out that it was a permanent ban. Xbox has a 7 strike system for communication ban, I had 0 strikes. The only time in the *** does it state I can get permanently banned is for cheating or piracy, which I did neither of. Not only have I put thousands of hours into this service, I have put hundreds of dollars into buying games on the game library. To have it all taken away is absolutely devastating. Not only was it unjustified and out of the blue, there was no reason for the action I got. I have made an appeal with XBOX but I dont think ill get anywheres.

  Business Response

  Date: 07/23/2025

  Dear ****** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your suspended Xbox account. We have reviewed the account associated with *********************** and the gamer tag SP4RKKYY and did not find any issues. If this is the correct account, please contact the enforcement team for further details. If you are referring to a different account, kindly provide the associated email and gamertag.
  
  Sincerely,
  
  Microsoft Corporation
   

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23605821
  
  I am rejecting this response because:
  

  sorry wrong account. APthePLUG is the other. XBOX has informed me that my appeal was denied and gave me a list things I never did as reasons 

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

  Business Response

  Date: 08/05/2025

  Dear ****** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your Xbox ban. After reviewing your complaint, we determined that only the Xbox Enforcement Team can address this issue. We contacted them on your behalf, and they provided us with the following information:
  
  After investigating, we have confirmed that the suspension was issued correctly, therefore we will not be lifting the suspension. Additionally, the customer has been educated on the reasoning for their suspension in their appeal case.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

• Initial Complaint

  Date:07/15/2025

  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.

  Earlier this year, I contacted Microsoft support after discovering that my child had made a number of unauthorized purchases through his Xbox account. ******************** kindly issued a one-time refund at that time, for which I was very grateful. After that, I believed the issue was resolved and that no further purchases were being made.However, I recently discovered that my child had continued to make unauthorized purchases on the account over the past 3 months, totaling approximately $100 USD. These purchases were made without my knowledge or consent. I of course immediately took action to prevent this from happening ever again.When I contacted Microsoft to request a refund for these additional charges, I was told that I had exceeded the yearly refund limit and that no further assistance could be provided. I completely understand that policies exist for a reason, but I respectfully ask for Microsoft to reconsider this situation.This was not a case of buyers remorse or abuse of the refund system. These were unauthorized purchases by a minor. I am not asking for ongoing exceptions only a final, at least partial refund as a gesture of goodwill.I have been a long-time Microsoft customer and am simply seeking a fair and understanding resolution.

  Business Response

  Date: 07/21/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance and the recent charges made through your childs Xbox account.
  
  We understand your concerns and appreciate your acknowledgment of the one-time refund previously granted as a courtesy. However, after a thorough review, we must respectfully inform you that we are unable to issue an additional refund. Our refund policy clearly outlines a limit on the number of refunds that can be granted within a given period, and that limit has already been exceeded in your case.
  
  While we recognize that these purchases were made without your consent, it remains the account holders responsibility to manage access and usage. We strongly encourage the use of parental controls and purchase restrictions to prevent unauthorized activity in the future.
  
  We value your loyalty as a Microsoft customer and appreciate your understanding that we must apply our policies consistently to ensure fairness for all users.
  
  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23605727
  
  I am rejecting this response
  
  Sincerely,
  
  ********** *******

  Customer Answer

  Date: 08/03/2025

  I don't think the decision taken was correct

• Initial Complaint

  Date:07/15/2025

  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.

  ******** microsoft account is complianced locked since a few months. I bought xbox gamertag changes etc on it. Which I also lost the profile now.Other billing information I also had on it, which are also lost now. Is there a way that you can help me to remove that suspension? So I can access it again and use my stuff again. Thanks in advance.

  Business Response

  Date: 07/21/2025

  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. One of our agents will manually review the form.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/15/2025

  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.

  Hi, why is my microsoft blocked? Every time I login I get a message telling me that my account is compliance locked and signs me out. I am not able to access my account anymore which is not acceptable for me. I did nothing wrong. I already tried multiple ways to get my account back like filling out the **** form which got verified on my first try but had no luck getting it unblocked. I also have no access to my billing data and all my other paid content. So please help me out.

  Business Response

  Date: 07/23/2025

  Dear ***** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  To proceed, please visit the following link:
  **********************************
  
  This is the official and only method to verify your identity and regain access to your Microsoft account. You can submit the form up to twice per day. When doing so, try to include information that you havent previously provided to improve your chances of success.
  
  If you're able to validate ownership through the **** form but still cant access your account, please reply with the affected email address, and well explore additional options to assist you.
  
  Sincerely,
  
  Microsoft Corporation
  

• Initial Complaint

  Date:07/15/2025

  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.

  Hey, My Microsoft account is suspended and I can't sign into it. I always get an error that it got locked because of suspicious activity. I think I also have my ****** Account linked there so I probably have billing issues to. So I would really appreciate if you can help me to remove this weird suspension off my account so I can continue using the services.

  Business Response

  Date: 07/21/2025

  Dear ******* *******, 

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

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

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:07/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,I am contacting you today because I have trouble login into my microsoft account. Every time I get the error message saying that my account is compliance locked. I dont understand what happend but I need my account back since my whole Xbox profile is on there. Just let me know how to resolve this issue.Thank you

  Business Response

  Date: 07/22/2025

  Dear Lavinie Obola,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  To proceed, please visit the following secure link to submit the necessary information to verify your ownership of the Microsoft account:
  
  **********************************
  
  This is the only method available to recover access to your account. You may submit the form up to two times per day. For the best chance of success, please try to include information that you have not previously submitted.
  
  If we are unable to verify your identity through this process, we regret that we will not be able to take further action on the account.
  
  Thank you for your understanding, and please let us know if you have any additional questions.
  
  Sincerely,
  
  Microsoft Corporation

• 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.

  I paid for a game that just came out last night to get on today and see that I dont agree with the license agreement and I dont want them to have my information I contact Microsoft and they are so money hungry they deny my refund when its a 80$ game that Im not gonna play

  Business Response

  Date: 07/23/2025

  Dear **** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your request for a refund on your Xbox game.
  
  Could you please provide the email address used for the purchase? This will help us investigate your request and assist you further.
  
  Sincerely,
  
  Microsoft Corporation

• 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.

  To Whom It May Concern,I hereby lodge a formal complaint against Microsoft Corporation for chronic failures in email delivery, login authentication, and hardware reliability, despite over $500 million in annual commercial revenue. These systemic issues have inflicted serious operational and financial harm on my business and countless others, yet Microsoft refuses to provide accountable support.Summary of Grievances:Email Delivery Failures: Critical vendor and client emails are routinely lost or delayed by Exchange Online bugs. Four major outages totaling 48 hours remain unremedied, with zero service credits.Authentication Breakdowns: Azure Active Directory login loops and 2FA malfunctions lock out staff for hours. Support investigations close tickets without resolution.Hardware Defects: Surface devices crash unpredictably due to known driver and firmware faults. Warranty repair and replacement services are nonfunctionaldevices go unrepaired for weeks.Lack of Effective Support: Enterprise customers face automated menus and offshore call centers with no escalation path. Paid licensing agreements carry no accountability or dedicated support contacts.Microsofts conduct borders on deceptive trade practices and negligence. It should be illegal for a company of this scale to collect hundreds of millions annually while offering no meaningful recourse or remediation.I request that the BBB open a formal investigation, facilitate resolutionincluding retroactive service creditsand refer Microsoft to regulatory or legal authorities if necessary. I am prepared to supply detailed logs, ticket numbers, and correspondence upon request.

  Business Response

  Date: 07/22/2025

  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:07/15/2025

  Type:Delivery 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 Cashback has scammed me out of hundreds of dollars by refusing to provide me with the cash back i'm rightfully owed from their 30% back promotional event. I ordered from multiple storefronts listed under this promotion within the hour and using the same website link method they offer, and while my office depot order was counted properly the other orders i made with dyson, *******, and groupon were not counted.While I made this order in November I have been stuck trying to get a resolution from customer service for 8 months since then and have opened multiple cases in hopes that it would resolve the issue, but all i've been met with is terrible service agents lying to my face about the nature of my purchase first saying it's due to a channel conflict with another cashback program (something i made sure was not the case on all the orders and got screenshots to prove its validity) and then saying that the items i ordered were actually considered ineligible (they said that Dyson electronics are non consumable and not eligible for cashback but that's all Dyson sells)After such a dissatisfactory customer service experience where i've been lied to, delayed and told to make yet another online SIM to have it addressed I'm just about done with Microsoft products in general but I need this money to be provided as I'm rightfully owed.

  Business Response

  Date: 07/22/2025

  Dear **** *****
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Cashback and Rewards concerns. We understand how important this matter is to you, and we would like to provide you with the most effective ways to get support from the appropriate teams.
  
  Contacting Microsoft Rewards Support
  You can reach Microsoft Rewards Support through the following channels:
  
  Microsoft Rewards Help Page
  Visit: ************************************************************************************************************************************************
  This page includes FAQs, troubleshooting guides, and program details.
  
  Submit a Support Ticket
  Go to: ********************************
  Sign in with your Microsoft account and complete the form with all relevant details. A support agent should respond within 24 hours .
  Microsoft
  
  General Microsoft Support Portal
  Visit: **********************************************************
  Select your product and issue to access chat or callback options .
  Microsoft
  
  Customer Service Phone Numbers by Region
  Visit: **************************************************************************************************************************
  Choose your country or region to find the appropriate contact number .
  Microsoft
  
  Contacting Microsoft Cashback Support
  Microsoft Cashback is managed through the Microsoft Rewards program and is not supported via the Microsoft Answers forum. For Cashback-specific issues:
  
  Submit a Cashback Support Ticket
  Use the same link: ********************************
  Be sure to include:
  Your Microsoft account email
  Order confirmation details
  Screenshots of the Cashback activation
  Any correspondence or case numbers previously opened 
  
  Helpful Tips
  Ensure you are signed in with the correct Microsoft account.
  Avoid using VPNs or browser extensions that may interfere with Cashback tracking.
  Include all relevant documentation upfront to avoid delays.
  If you need further assistance or would like me to follow up internally on your behalf, feel free to reply with your case number and any supporting details.
  
  Thank you again for your patience and for being a valued Microsoft customer.
  
  Warm regards,

• Initial Complaint

  Date:07/15/2025

  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 14 year old son purchased two Microsoft gift cards two gift cards from target totaling $150 One for $100 and the other for $50 both gift cards are missing characters from the activation codes.When Ive tried to contact Xbox support there is just a generic A.I response and we cant get anywhere with this issue.There is an apparent Xbox gift card code chat specializes in regenerating codes for gift cards that are missing characters however we are redirected to inoperative web page. The retailer will not accept returns on gift cards.

  Business Response

  Date: 07/21/2025

  Dear ******* *****-*******,

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern.
  
  We understand how frustrating it can be to encounter issues with activation codes. In this case, since the gift cards were purchased from ******, we recommend that you first contact the store directly since retailers are typically responsible for resolving issues related to physical damage or missing code characters on gift cards sold through their locations.

  If ****** is unable to assist, Microsoft Support may be able to help. To proceed, please ensure you have the following:

  A clear photo of the front and back of each gift card.
  The original purchase receipt from Target.

  You can then contact Microsoft Support through the following channels:
  *****************************************************
  ***************************************************************; enter damaged code to begin.

  We hope this helps resolve the issue quickly.Please let us know if you need any further assistance.
  
  Sincerely,

  Microsoft Corporation