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:07/13/2025
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.
Microsoft Corporation locked my hotmail account on May *********. I have spent countless hours trying to restore my account. I tried restoring my account over 30 times through the account recovery process. I had to create a new email account to even be able to live chat for help. I did at least 5 live chats begging for someone to have a supervisor call me, or to transfer me to a supervisor. When I asked for an address to write to a supervisor none was given to me, or even known by the employees I was live chatting with. I called every phone number I could find online, I could only call once and then my phone could not get through anymore. I was automatically blocked. Everything was automated on their phone numbers, and I never could get to a live person no matter which option I picked. This company has absolutely no human resource available to its users needing hotmail account recovery. I knew my password. I knew my Mothers birthplace. The only thing I could not get around was no longer having the phone number on the account, which was a landline, and I knew and gave that phone number to them. They don't even offer a phone call option. It's text confirmation only. So the landline number wouldn't have worked anyway, even if we did still have it. I was told on a live chat that if the automated account recovery process didn't work that there was nothing that could be done for me. I stressed that people run computers, and asked to speak to the account recovery department. They couldn't do that, and have no way to contact them. Now they won't respond to me anymore at all. My last 3 recovery attempts were completely ignored. They have not sent any rejection emails or any correspondence whatsoever. This company has absolutely no accountability what so ever. I told the last employee that I live chatted with, that if I didn't hear back from them within a week that I would be filing a complaint with the BBB. That was about 2 weeks ago.
Business Response
Date: 07/18/2025
Dear ***** ******,

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

To proceed, please visit ********************************** and complete the form with as much accurate and detailed information as possible. This is the only method available to verify account ownership and regain access to your Microsoft account.

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 verify you as the rightful account owner, we are unable to take further action.

We appreciate your understanding and thank you for your patience.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/13/2025
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.
I am facing an issue with accessing my personal Microsoft account ****************************** Every time I attempt to sign in, I receive the following error message:We can't sign you in. You've used an incorrect account or password too many times. If it's an organization account, it might not be active yet.I followed the instructions provided and attempted to recover my account by filling out the recovery form multiple times. However, each time, I receive an email from the Microsoft Account team stating:"Unfortunately, we have determined that the information you provided was not sufficient for us to validate your account ownership."Despite this, I have provided all the relevant information, such as my last known passwords, security questions, and email exchanges. The recovery process has been frustrating and unsuccessful, as I have never received any assistance that resolves the issue.The lack of help or clear guidance from Microsoft customer support has left me unable to access my personal data. This has been an ongoing issue for an extended period, and it has caused significant ****************** are the specifics of the issue:Account Name: *************************** Error Message: "We can't sign you in. You've used an incorrect account or password too many times."Repeated Recovery Form Denials: Despite multiple attempts and providing all requested information, my recovery requests have been *********** of the Issue: Ongoing for several weeks, starting in July 2025.I have already attempted to resolve the issue through Microsofts official support channels, including submitting account recovery forms and contacting support for help. However, I have not received any meaningful assistance in regaining access to my account.
Business Response
Date: 07/18/2025
Dear ********* ******,

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

To proceed, please visit ********************************** and complete the form with as much accurate and detailed information as possible. This is the only method available to verify account ownership and regain access to your Microsoft account.

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 verify you as the rightful account owner, we are unable to take further action.

We appreciate your understanding and thank you for your patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/18/2025

Complaint: 23594736

I am rejecting this response because:
Microsoft's reply fails to address the actual issue I raised in my complaint. I have already attempted to recover my account multiple times using the form they referenced. Despite providing accurate and detailed information, I continue to be denied access, and there is no option to escalate or speak with a human support representative.
The automated process has proven ineffective, and Microsoft's unwillingness to offer any real customer support or alternative verification method is unacceptable. This situation has resulted in a loss of access to important personal data, and the companys current response is dismissive and insufficient.
I request that Microsoft provide direct, human-led assistance to resolve this issue properly.

Sincerely,

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

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

We understand how important it is for you to regain access to your Microsoft account. For security reasons, we must first verify that you are the rightful account owner before we can take any action. This verification is done exclusively 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 that may help verify your identity. Please note that if the system is unable to confirm you as the account owner, 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: 23594736

I am rejecting this response because the Account Recovery Form (ACSR) process has already been attempted multiple times, without success. Despite providing complete and accurate information, the system was unable to verify my identity. I have not received any direct support or alternate recovery options from Microsoft.

This automated system has failed to resolve the issue, and simply being directed back to it does not constitute a meaningful resolution. I am requesting escalation to a human support agent who can assist with manual verification or provide further guidance.

I am still locked out of my account and unable to recover it using the current process.

Sincerely,

********* ******
Business Response
Date: 08/14/2025
Dear ********* ******,

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

We understand how important it is for you to regain access to your Microsoft account. To ensure the security of your personal information, we must first verify that you are the rightful account owner. This verification is conducted exclusively 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 that may help verify your identity. 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
Initial Complaint
Date:07/13/2025
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 hope you can help me. My Microsoft account has been suspended and I'm pretty sure that I still have some billing stuff linked ******** there any way that you can either remove my stuff there or help me to unblock the account?Thanks in advance.
Business Response
Date: 07/18/2025
Dear ******* ******,

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

To proceed, please visit ********************************** and complete the form with as much accurate and detailed information as possible. This is the only method available to verify account ownership and regain access.

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. If the system is able to verify you as the rightful account owner but you are still unable to access your account, please contact us again and include the affected email address so we can further assist you.

We appreciate your understanding and thank you for your patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/19/2025

Complaint: 23594383

I am rejecting this response because: Hello, the system verified me as the rightful owner. The email I've used for the **** is: *************************************

I'm still unable to access my account, it is still suspended. I attached you a screenshot of the error message and the verified ****.

Sincerely,

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

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

We understand that your account is currently blocked, and we recognize how important it is for you to regain access. For security reasons, before we can proceed with removing the block, we must first verify that you are the rightful account owner. This is why weve asked you to complete the Account Recovery Form (ACSR).

After a thorough review of our system, we were unable to locate any ACSR form submissions linked to your account. To move forward, 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. If the system is able to verify your ownership but you still cannot access the account, please contact us again so we can assist you further.

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: 23594383

I am rejecting this response because: No idea why you can't see the ***** I even attached you a screenshot.

Well, now again, the affected account is: ***************************************
Contact email I've used is: *************************************

I also attached you 2 screenshots again, I even highlighted the contact email, so you should be able to locate the ***** You also see the password reset link in the email.

Sincerely,

******* ******
Business Response
Date: 08/14/2025
Dear ******* ******,

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

We understand that your account is currently blocked, and we recognize how important it is for you to regain access. To ensure the security of your personal information, we must first verify that you are the rightful account owner before proceeding with the removal of the block. This is why **** asked you to complete the Account Recovery Form (ACSR).

After a thorough review of our system, we were unable to locate any ACSR form submissions associated with your account. To move forward, 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. If the system is able to verify your ownership but you still cannot access the account, please contact us again so we can assist you further.

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

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/13/2025
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 account was very clearly hacked, I provided proof of who I am, emails showing my account and then the hack timing, provided details of the email who hacked me and they decided instead of helping me back into my account that they will lock the account permanently and then proceeded to tell me to repurchase everything I ever owned. I want to be refunded for all purchases made on my account or access back to my account.
Business Response
Date: 07/18/2025
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
Initial Complaint
Date:07/13/2025
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 got permanently banned for no reason and I want a refund for all my purchased content
Business Response
Date: 07/18/2025
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:07/13/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was given a permanent suspension off of what I believe what I believe was a false report or I mad someone mad on a game and them and their friends falsely reported me I believe this because before I was ban the person messaged me trying to upset me I messaged back but I didn't say anything that could get me into trouble with xbox but this is the date and time 7/11/25 at 8:22 am When I first saw it was a permanent suspension I had an anxiety attack because I have sank so much money into that account the account name is GTR ALPHA#****
Business Response
Date: 07/17/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account. Your Gamertag was found to be in violation of the Xbox Terms of Use or the Xbox Live Code of Conduct and subsequently banned from accessing Xbox Live.

For further details on what kinds of behaviors or actions led to the account suspension,please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation.

You can review the full Terms of Use at: ***************************************************************
You can review our Microsoft Services Agreement here: **************************************************************
You can review our Code of Conduct at: ***************************************************************
For additional information regarding your ban or to file a case review, please visit **********************************************. After signing in to ******************************************************** the account that received the suspension (or the parent account of a child account that received the suspension), you can navigate to the Enforcement History section of the website and see your active and completed suspensions. There is a drop down labeled Reason for actionthat you can click to see the exact text that resulted in the suspension. If non-text content was part of the violation, you will see a message that says This action occurred due to infringing image,audio, or other multimedia content in sent messages.
No refunds will be provided as outlined by our services agreement.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/18/2025

Complaint: 23592549

I am rejecting this response because: I am 100% sure they didn't look over my ban because I've looked over the community standards and the *** I am sure I haven't done anything that would get me suspended especially not permanently and in my suspension where I have looked multiple times. I don't believe the reason for my ban because they no type of info on what I supposedly did and I still believe this was a false ban I would at least be shown proof because I haven't committed anything against the community standards or *** if you will give me info contact my email which is ********************************
Honestly if I am not given any type of proof I'm going to persue legal action

Sincerely,

***** *****
Initial Complaint
Date:07/12/2025
Type:Sales and Advertising 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 complaint is about a false ban that I have received from Microsoft blocking my Xbox account that I have had for about 15 years at this point. On Thursday July 10th of 2025, I was playing with one of my buddies when two random kids joined our party through a community post. Once they joined, the party immediately crashed and my Xbox app on my PC shut down. After not being able to open the app even after closing it in Task Manager, I decided to restart my PC. I finally got back into my account and thought everything was fine. I figured my app just crashed or something but the kids never joined the party back. I was logged out of my account for about 5-7 minutes. We continued playing for a while before I got off and went to bed. The very next morning (Friday June 11th at 8:22 AM) I received an email from Xbox Safety Notification saying that my account had violated TOS and would be permanently banned. At this point I had a hunch that my account had been hacked the previous night when I was logged out but I never received any password change request emails so I was still confused. After sending an appeal explaining what happened I felt hopeful that I wasnt going to get screwed. Unfortunately, today (July 12th 2025) I received an email from Xbox Case Review which pretty much told me that my account was banned for engaging in the manipulation of Xbox services. After reading that I decided to go check my appeal status and it was denied. My appeal was only active for 28 hours before completing taking away my childhood Xbox account for literally nothing. Absolutely absurd! All Im asking is for someone higher up at Microsoft to take a look at my case. For anyone who may be at Microsoft seeing this, my account email and gamertag will be below this. Email: **************************** Gamertag: DaHowdy
Business Response
Date: 07/18/2025
Dear ****** **********,

Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the suspension of your Xbox account.

As only the Xbox Enforcement Team has the authority to review and reverse enforcement actions, we reached out to them on your behalf. They provided the following response:

After investigating, we have verified that the suspension on the account is accurate, and the customer has already been informed of the reason through the Case Review process.

Given this outcome, we recommend that you contact the Xbox Enforcement Team directly if you wish to appeal the decision or request further clarification. Please note that Microsoft Support is unable to overturn enforcement actions, as this responsibility lies solely with the Enforcement Team.

We appreciate your understanding and thank you for your time.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was banned from xbox services for a reason which I did not do and was locked out of subscription services which I payed for. I would like to contact a microsoft employee about potentially lifting the suspension on my account.
Business Response
Date: 07/17/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your Xbox Live account ban. We do not see any current or recent temporary account suspensions on the Gamer Tag associated with the email you provided. If you are inquiring about a different GT, please provide us with that information.

For details on what kinds of behaviors or actions led to the account ban, please review the websites listed below. Xbox has no obligation to provide you with specifics regarding your violation. We will no longer be responding to any further requests concerning your enforcement action as this matter is closed.

You can review the full Terms of Use at: **************************************************************
You can review our Microsoft Services Agreement here: **************************************************************
You can review our Code of Conduct at: ***************************************************************
For additional information regarding your ban, please visit **********************************************

No refunds will be provided as outlined by our services agreement.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/21/2025

Complaint: 23592217

I am rejecting this response because:
I would like to provide my gamertag.
My gamertag is AbsenteeCrown3

Sincerely,

***** ******
Business Response
Date: 08/01/2025
Dear ***** ******,
Thank you for sharing additional information. After a thorough review, we have determined that the account in question was suspended for manipulating Xbox services. Specifically, our enforcement team has evidence that the account used unauthorized software called Partyhax to make changes to the account, game saves, or interact with Xbox services in an unauthorized manner.

It's important to note that cheating and tampering with accounts and devices not only disrupts the game for other players but also undermines their hard work and dedication. We are committed to ensuring that Xbox Live remains a fun and safe environment for everyone. Unfortunately, to maintain the integrity of our service, we cannot tolerate such violations.

For more information on why we take cheating seriously, we encourage you to visit our Stay Safe page ********************************************************************************** to check the length of the current suspension, you can visit our enforcement website (****************************************************).
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/12/2025
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.
Hello,I messaging you today because I have a problem with my microsoft account. It got compliance locked out of nowhere without any reason. I found it out when I tried logging in to look into my billing data. Now I am not able to access the account anymore. Please help me out in this case.
Business Response
Date: 07/17/2025
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. If you pass the validation and still have no access to the account, please confirm us the Microsoft account email address so we can further review.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/19/2025

Complaint: 23592179

I am rejecting this response because: The alias of the affected account is ***********************************. I did the acsr on ********************************************************** and it got verified on my first attempt.
Sincerely,

********* ********
Business Response
Date: 07/30/2025
Dear ********* ********,
Thank you for the details provided, please note, we have contacted a senior member of our Accounts Team to investigate this matter and guide you through the proper steps to validate the account in question. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/12/2025
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.
Hey, my microsoft account has been suspended and now I have billing issues there too. Can you help me to resolve this? (Please only contact me through my email"****************************************" Not my phone number.Thanks in advance.
Business Response
Date: 07/17/2025
Dear ***** *********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request. We are unable to investigate your complaint as you did not provide the email address of the affected account.
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

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