Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,672 total complaints in the last 3 years.
2,344 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:07/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a 3 year subscription to Microsoft Office. It has just been cancelled after one year. Please help! I can't reach anyone by phone or live chat!
Business Response
Date: 07/21/2025
Dear ***** *****,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/31/2025
I accept the response below - i.e. the statement Microsoft they will contact me. They have emailed me once (the email did not resolve the issue in my complaint), and I have responded to their one email, but I have not heard from them since. Thus the issue in my complaint has not been resolved yet.
Business Response
Date: 08/01/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent concern.
Wed like to confirm that you have been contacted by one of our customer support agents. Due to the nature of your issue, your case has been appropriately transferred to the correct technical support team for further handling.
This team is best equipped to assist with the specifics of your situation, and they will continue working with you directly to reach a resolution.
We appreciate your patience and the opportunity to assist you.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/01/2025

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: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 *****, and my Xbox account *********, Email: ************************* was recently permanently banned from Xbox Live. I was shocked to discover this, especially because I have not knowingly violated any part of the Xbox Community Standards.I have already submitted an official appeal through the Xbox Enforcement portal, but unfortunately, it was denied with no additional explanation. I am writing now in hopes that my case can be escalated for a manual review by a human ***************** the best of my knowledge, I have never:Used cheating software or modified my console Abused the Xbox marketplace Harassed, threatened, or discriminated against other players Shared offensive content Ive had this account for about 7 years and have invested countless hours, games, and memories into it. It is a big part of my personal life and digital history. If I made a mistake unknowingly, I am open to understanding what happened and am more than willing to cooperate to fix it.Please understand how important this account is to me and that I would greatly appreciate the chance for someone to look at this personally. I simply want fairness and the opportunity to correct any misunderstanding.Thank you very much for your time and consideration.Sincerely,***** ******* Gamertag: jimmy4794 Email: *************************
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 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: 07/22/2025

Complaint: 23602568

I am rejecting this response because:what am I ment to with that case number as you have given me no info on what to do with it

Sincerely,

***** *******
Business Response
Date: 07/31/2025
Dear ***** *******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concern.
We apologize for any confusion regarding your case number **********. Please note that this number serves as a reference for your inquiry and is used by our Accounts Team to track and manage your case.
Upon reviewing the details of your request and the service request in question, we would like to provide the final resolution regarding the account associated with ************************************ through this channel too:
Following a thorough investigation, we have confirmed that the account was suspended due to the use of an unauthorized third-party tool. This tool was used to misrepresent game titles by displaying content that violates our Community Standards and Terms of Service.
It is important to note that the tool in question includes clear warnings about the potential consequences of its use, including the risk of account suspension. Given the nature of the violation and the awareness of these risks, the decision to suspend the account has been upheld.
We understand this outcome may be disappointing. However, maintaining a safe and fair environment for all users is a top priority for Microsoft.
As no further action can be taken and no additional appeals will be reviewed, the service request ********** has been closed.
Thank you for your understanding.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/31/2025

Complaint: 23602568

I am rejecting this response because: I have not used any third party software and this may of been a glitch on your half as I've never used anything like this so may you please unban the account as it holds many years of memories and every bit of progress I have

Sincerely,

***** *******
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.
********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** ********** These are all the order numbers on my account that were not made by me. I tried to reach out to the company and explain that and I was denied a refund. I dont have this kind of money to be wasted on in game currency. My 8 year old son did it while he was being babysat. The dates are July 1st, 3rd and I think the 13th or 14th. Please help me resolve this so I can get my bills paid. Thank you for your assistance
Business Response
Date: 07/21/2025
Dear ******* *********,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the recent charges made by your son. We understand how concerning it can be to encounter unexpected purchases, especially when they involve a child, and we appreciate you bringing this to our attention.

After reviewing the order numbers you provided, Im pleased to confirm that a refund has already been issued to your MasterCard ending in 6889. While most refunds are processed within 72 hours, please note that it may take up to 30 days to appear on your statement, depending on your financial institutions policies.

To help prevent similar situations in the future, we recommend the following steps:

Set Up Parental Controls
Microsoft offers comprehensive parental control features that allow you to:

Require adult approval for purchases
Set spending limits
Block inappropriate content
Monitor activity across devices
You can manage these settings through the Microsoft Family Safety portal:
*************************************************

Restrict Payment Methods
Consider removing saved payment methods from your childs devices or using ******************** gift cards with limited balances instead of credit cards.

Enable Purchase Notifications
Turn on email or mobile alerts for purchases made through your Microsoft account to quickly detect any unexpected activity.

Create a Child Account
If your child uses Microsoft services, setting up a child account under your family group will give you greater control over their access and spending.

We truly empathize with your situation and hope this information helps you feel more secure moving forward. If you need any assistance setting up these protections, please dont hesitate to reach out.

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.
On July 11th I was emailed that I had unusual sign in on my account then my phones security sign in was deleted, I currently have been trying to get back into my email, I have provided all information I can but it doesn't let me further prove that is my email. I have had this email since 2014 this is my email for everything, everything is on here to my tax to my gaming accounts please please help I have provided photos of the situation the person who hacked my ip address is in ******??******??? Isn't that obvious that that's not me??? And doesn't me using the same ip address that I've been at for 3 years, to get back into my account help??? I don't understand how they can see that it's my account, they have no phone call option nor anything I can do but just keep resubmit forms till I get in but I need this email for school, work and personal all my photos gaming accounts are on this email I didn't realize that the back up email and phone was still set to an old email and number so that's why i have to submit a form but regardless it's still my account , I would give them my social security number ID picture or whatever but they don't give me many options to prove that the email/account is mine . Please help I am stressing so much about this situation
Business Response
Date: 07/21/2025
Dear *********** ********,

Thank you for reaching out to Microsoft Corporation through Better Business regarding your account recovery issue. After reviewing your submitted account recovery form(s), we found there was not enough information to confirm you as the account owner. The only way to regain access is by using the account recovery form (************************************). You may submit the form up to two times per day. If you are unable to verify ownership through the ****, we will not be able to take further action.

Please try to provide information that you have not submitted before.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/14/2025
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 there. I'm contacting you about my suspended microsoft account ************************ I always get an error message after I log in: "Your account has been locked Weve detected some activity that violates our Microsoft Services Agreement and have locked your account."When I do that thing called "ACSR", I always pass it and I'll get a password reset but the account is still suspended. No idea why, I've never violated any services. The linked email etc. are also still mine and I have access to them in case that helps.I really hope I can talk to some real human that actually wants to help me.(Please any further messages to my email, I only provided my phone number because it was a must have. Don't call send me any SMS please)Thanks.
Business Response
Date: 07/21/2025
Dear Dar Jaron,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau about your account recovery request.

Please go to ********************************** and provide the requested information to verify your ownership of the Microsoft Account. This is the only way to restore access. You may submit the form up to two times each day, and its best to include any details you havent already provided. If youre unable to confirm ownership, we can discuss further options.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/21/2025

Complaint: 23599767

I am rejecting this response because: Hello again, just to confirm again, the account that I need help with is: *********************************

I just filled out the **** with my alternative email: ******************************** and I was able to verify the ownership. I also attached you a screenshot of the whole thing "****.png"

The account is still suspended, please look at the screenshot "AccountStillLocked.png"
I really hope that you can connect me with the right team so that they are able to help me. Please only contact me through my alternative email *********************** NOT my phone!

Sincerely,

*********
Business Response
Date: 07/31/2025
Dear Dar Jaron,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

We understand that your account is currently suspended, and we recognize how important it is for you to regain access. Before we can remove the suspension, we must first verify that you are the rightful account owner. For security reasons, the only method available to complete this verification is through the Account Recovery Form (ACSR).

To proceed, please visit the following link and complete the form with as much accurate and detailed information as possible:

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

You may submit the form up to twice per day. If your initial attempts are unsuccessful, we recommend including any additional information not previously provided. Please note that if the system is unable to confirm your ownership, we will not be able to take further action.

We appreciate your patience and understanding as we work to protect your account and personal information.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/31/2025

Complaint: 23599767

I am rejecting this response because: I already did the **** in my last reply as I showed you!!!

just to confirm again, the account that I need help with is: *********************************

I just filled out the **** again with my contact email: ******************************** and I was able to verify the ownership, I got a password reset link. I also linked you 2 screenshots (PLEASE LOOK AT THEM) as proof with everything so you can hopefully locate the **** this time... I'm tired please just help me now

Sincerely,

Dar Jaron
Business Response
Date: 08/14/2025
Dear Dar Jaron,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your account recovery request.

We received your case in regards of the Microsoft account you want to recover.

We evaluated your appeal and verified your account was properly closed for a serious violation of the Microsoft Services Agreement.
*************************************************************************************

Pursuant to our terms, we cannot reactivate your account, nor provide details as to why it was closed.

For any subscriptions associated with the account, ******************** will immediately cease charging the credit card on file for recurring charges.

This represents Microsofts final communication regarding this account.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/14/2025

Complaint: 23599767

I am rejecting this response because: The thing is, someone tried to takeover the account in March, I was luckily able to log him out. But then after a few days the account got complianced locked.

I even passed the ****, please help me to reactivate it.

Sincerely,

Dar Jaron
Initial Complaint
Date:07/14/2025
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.
Ive lost access to my long-time Hotmail account, which was hacked. It is still tied to my Apple ID and I can prove ownership. However, Microsofts automated recovery form has rejected me multiple times without review, and phone/chat support refuses to escalate to a human. I am the original owner, and I need a manual investigation to recover this ************* in question: ************************** Tied to: my Apple ID, previous ********************/Xbox purchases, and other identifiable usage. This includes ********, ******** etc.I am urgently requesting a real human to manually review my case before permanent loss.
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
Customer Answer
Date: 07/30/2025
Im hoping for a resolution on this. I have looked for this over and over, and over and over, I have an old email ************************** that got hacked. I have tried probably 100 times to recover this. No matter how much information I provide, it will not work. I STILL use that email to this day for my ********, for my Apple ID, for plenty of things. But because I dont have the email, its restricted. I have not gotten a single person to try and help me with this, and I need my old email back.
Initial Complaint
Date:07/14/2025
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.
This company has refused several times to refund for products that I have returned. I bought products in May and returned them as soon as I bought them being told I would get a refund. This is specifically about a return for a charger that they are refusing to refund and have actually double charged for. On May 19, 2025 the amount of $***** was charged for the charger. I have since returned the product. They told me that they refused to refund me the product due to damage, even though it was a brand new never used product. On June 23 I received a dispute temporary credit,from my bank ***** for the amount stated above. Ironically, the next day, June 24 Microsoft decided to refund me the amount stated above which resulted in me calling my bank to cancel the dispute. On July 2 I woke up and noticed my bank account was negative to see that Microsoft had decided to pull out $***** yet again. On July 7, my bank had finished the cancellation of the dispute which resulted in them, taking back the temporary credit that they give when dispute is filed, it was under the impression that Microsoft had given a refund. Instead of Microsoft had taken out an additional *****. When I called *****, they informed me Microsoft would have to give me a refund directly and I have called Microsoft several times to do so. They sent me to an escalation team with a claim number and today July *************************************************************************************** a refund prior. The refund they gave me was prior to them pulling out the additional $*****. When I called them about this, they have stated that they will not be giving me a refund and that I have essentially made up the fact that they pulled out $*****. I have screenshots from my bank statements to which I have also sent them and they have stated that that is not correct and I am wrong. My bank also confirmed today July 14 that Microsoft did in fact pull back the *****.
Customer Answer
Date: 08/04/2025
This complaint is being filed against Microsoft. When I wrote my complaint originally, I submitted pictures of my bank statement, showing Microsoft Charging me again for the product that I do not have. Microsoft has stated since they refunded me one time they will not refund me again. Even though the refund was given in June and they charged me in July for the product yet again. I do not have this product nor do I have a successful refund. They have been extremely unprofessional and even denied me a refund back in May when all of this originally started. Essentially, the timeline goes, they denied me a refund .. gave me a refund .. immediately pulled out the refund again. They are denying they did this, but my bank has confirmed that Microsoft did indeed take the money back out of my account. If there are more documents needed please let me know I will try to provide as much as I can.
Business Response
Date: 08/19/2025
Dear ****** ********,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your billing concerns.

After reviewing your complaint and service request #**********, we confirm that our Tier 3 advocate, ****** has been assisting you with this matter. Upon investigation, we found that the case was closed after our agent informed you that there were no multiple charges of $68.20 USD on your account.

The original charge of $68.20 USD was successfully refunded, along with an additional refund of $64.50 USD for the Surface charger and Microsoft Complete extended warranty. We do not see any further charges of $68.20 USD in your Microsoft account or billing history.

Please note that there are a few possible reasons why this charge may still appear on your bank statements:

Temporary bank holds: Banks sometimes place a hold for the original transaction amount, which may appear as a charge but typically disappears within a few business days once the refund is processed.

Duplicate statement entries: Occasionally, bank statements may show both a pending and posted transaction simultaneously, which can resemble a duplicate charge.

This situation is commonly referred to as a billing discrepancy or bank statement mismatch, and it often involves a difference between what the merchant (Microsoft) has processed and what the bank is currently displaying.

If these steps do not resolve your concern, we recommend continuing the support interaction by replying to the previous email thread.

Based on the information provided and the resolution already in place, we will be closing this complaint as no further action is required.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/22/2025

Complaint: 23598769

I am rejecting this response because:
My bank confirmed the amount was taken out twice. My account was deducted the amount twice and when I called my bank they in fact confirmed this was true. I received the refund and several days later it was taken out by Microsoft PER my bank statement and the bankers I spoke to.

Sincerely,

****** ********
Initial Complaint
Date:07/14/2025
Type:Sales and Advertising 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 had originally purchase an ergonomic Microsoft Keyboard and Mouse combination set. Within the warranty period, the hardware began to fail. I reached out to Microsoft Hardware Support, only to find out that they didn't have a replacement to give me. They offered a refund and I took it. Shortly afterwards, I received a 1042-S IRS form. Microsoft had paid me the refund, as if it was income for work done. This will have tax implications for myself, and I've asked the company for almost 6 months now, to retract the form and provide a proper refund slip like a store does. No one at the company has a clue to what's happening, and all I get is that they are investigating. When clearly the staff had no idea what's going on, or what I'm requesting. It appears on the surface that Microsoft is trying to get some type of tax benefit or credit, by masking the refunds they provide. Problem is that the money spent on their equipment was already taxes. They don't have the right to list me as an employee, when i'm really a customer. It's becoming clear that there is some type of grift happening in their hardware division and I'm getting nowhere with their support team.
Business Response
Date: 07/21/2025
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: 07/21/2025

Complaint: 23597766

I am rejecting this response because Microsoft has already done that and the person has accomplished absolutely nothing. I've sat for almost half a year, hearing updates from them on how they are still working on it. I'm not clear on why it's so difficult for Microsoft to explain why they issued a 1042-S IRS form for my defective hardware refund. My next step is to write the *** and let them know about this fraud.
Sincerely,
***** ***********
Business Response
Date: 08/01/2025
Dear ***** ***********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern about the 1042-S IRS form issued in connection with your refund.
We understand your frustration and sincerely regret the delays and lack of clarity you've experienced. We want to assure you that your concerns have been taken seriously. After reviewing your case, we can confirm that you have been redirected to the appropriate department that handles tax documentation and reporting matters.
While we understand this issue has been ongoing for some time, the team now managing your case is best equipped to provide the necessary clarification regarding the 1042-S form. We encourage you to continue working with them, as they are actively reviewing your situation and will be your best point of contact moving forward.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/01/2025

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. Microsoft has come back with the same response 6 months ago, and to-date hasn't provided any response. Since I have only 2 choices, I have to choose accept. I'm not holding my breath that Microsoft will do anything to get an answer.

Sincerely,

***** ***********
Initial Complaint
Date:07/14/2025
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.
I purchased **** ***** Pro Skater 3+4 on July 12th, 2025 through the Xbox Store on my Xbox Series X. Upon launching the game, I immediately experienced persistent technical issues, specifically the game crashes at the main menu before I can even start playing. I attempted several basic troubleshooting steps (restarting the console, reinstalling the game, etc.) but the issue continued.Although Ive been able to get into the game a few times after multiple attempts, it is still unstable and not reliably playable, making it functionally broken. I requested a refund through the standard Xbox refund process, but it was automatically denied, citing that I had used the product despite only launching it to attempt to play and encountering constant crashes.I contacted support, but was again denied. I believe I am entitled to a refund because the game does not work as advertised and is effectively non-functional the majority of the time. This is not a case of buyers remorse, but rather a digital product that fails to meet basic usability.I am asking for Microsoft to acknowledge this issue and issue a refund for this broken game. I am also requesting that the automated refund policy be reconsidered when dealing with a product that demonstrably fails to work for its intended purpose.
Business Response
Date: 07/21/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern.We sincerely apologize for any inconvenience you experienced with the video game **** ****** Pro Skater 3 + 4 - Cross-Gen ************************* a thorough review of your request,we are pleased to inform that a refund of $53.93 has been successfully processed. The amount has been credited both to your card (MasterCard ending in 0804) and reflected in your account balance as it was paid.

Please note that while most credit card refunds are received within 72 hours, processing times may vary depending on your financial institutions policies and could take up to 30 days.

If you encounter any further issues or have additional questions, please dont hesitate to reach out to ******************************************. Our support representatives will be happy to assist you.

We appreciate your patience and understanding throughout this process and again apologize for any inconvenience caused.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/21/2025

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:07/14/2025
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 locked out of my Outlook email for 10 months and have exhausted ALL recovery options provided by Microsoft. The account is linked to my X (*******) Premium subscription, and I am now locked out of that too. The recovery form repeatedly fails, the security questions are impossible to answer (e.g., listing email subjects from 10 months ago). There is no human support available, no way to verify my identity by alternate means, and no escalation path. I've gone in circles clicking EVERY support link and FAQ. It is outrageous that a company of Microsoft 's size offers no live support for locked accounts, especially when access to paid services is disrupted. I am requesting a REAL human review my case, verify my identity by other means and help me regain access to my Outlook accounts; ********************* and ************************ The siblove18 is linked to X, but I am locked out of both since I got a new phone *********************************************** I am filing this complaint because I have exhausted all other paths to resolve this matter. I am just asking for resolution to regain access to these accounts. It really should not be this challenging.
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.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/21/2025

Complaint: 23595894

I am rejecting this response because: this response because it does not resolve the issue in any meaningful way. I have been locked out of my Outlook account for over 10 months. The only solution Microsoft keeps providing is a self-service recovery form that asks for information I no longer have access to - such as recent email addresses, contacts and subject lines - because I've submitted the form countless times, and it has not worked.
I am requesting human assistance and real verification process that takes my situation into account. This issue has been affecting me professionally long enough, and it is unacceptable that Microsoft provides no live support. I am not asking for anything unreasonable, simply want to regain access to my account with help from real person.
This is not my Primary Outlook email account, my main Outlook account is ************************ which I can easily verify to a human on the phone. (siblove18 and siblove2018) were secondary email accounts I added. Both of which I became locked out of *********************************************************************** I have been trying to regain the accounts for 10 months, hence my frustration has escalated and I am pleading to simply talk to a human being. This situation is now affecting me professionally because I can't receive a verification code. I am truly besides myself that I have to go to this length to simply ask to speak to a human at Microsoft for help.

Sincerely,

********* ****
Business Response
Date: 08/01/2025
Dear ********* ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
We understand your frustration and the impact this situation has had on you. However, we must be clear: we are unable to take any action on the affected account unless we can verify that you are the rightful owner.
The only method available to verify ownership is through our secure account recovery form:
**********************************
This process is in place to protect the privacy and security of all Microsoft account holders. We cannot bypass or override it under any circumstances. We understand this is not the resolution you were hoping for, but we must follow strict verification protocols to ensure account security. If you are able to provide new or previously unused informationsuch as old passwords, billing details, or devices used to access the accountit may improve the chances of a successful recovery.
Sincerely,
Microsoft Corporation

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