Business Profile

Computer Software Developers

Microsoft

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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.
2,343 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:07/12/2025
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
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.
Hello, My name is ***** ******* and I haven't been able to access my email *********************** and I keep getting charged from my credit card company because I can't pay my bill due to being locked out of my account. I would just like access back into my account so I can address my bills.
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:07/12/2025
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.
I had drove out 40 miles with low gas and no money, to sell an item for money to be ******* get food and added the funds to a card I would be able to use. I received a transaction from Microsoft on that same card for a subscription that I had thought was already canceled per the last 3 emails I received stating the subscription was "set to cancel" after the last 3 attempts it made to pull money out. I immediately went to their support page and did as directed. Chatted with the only available support which is a "live virtual assistant" as they offer no service from live representatives. I went through the process of trying to get a refund and checked everything on the site I could as I navigated through the steps and seen no way of requesting a refund for the transaction aside from Turing off reoccurring billing.
Business Response
Date: 07/17/2025
Dear ***** *******,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau and for sharing your experience. I understand how unexpected charges can be frustrating, especially when youve taken steps to cancel a subscription.

Im pleased to inform you that a refund of $12.65 USD has been issued to your MasterCard ending in 1036, as requested.Additionally, we have confirmed that your subscription has been successfully cancelled to prevent any future charges.

Please note that while refunds are typically processed within 72 hours,the exact timing may vary depending on your financial institutions policies and could take up to 30 days to reflect on your account.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/12/2025
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 got my microsoft account scammed last year.I joined a discord server and minutes later i got an email that the email address was changed.I contacted microsoft support but for 1-2 months we couldnt resolve the matter.The first ever support case is with a number ********** .Now one year later i have been trying to get it back again but after 4 support cases and a month of waiting since they keep telling me to wait but no response i still havent retrieved it.The case number of the first support case ever since i started contacting them again is **********.One agent even told me that he will personally work on the case but no response from him too.The account i am trying to retrieve is with the email ************************
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 still cannot access your account, please feel free to contact us again.

Please note that if the system is unable to validate ownership, we are unfortunately 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: 23589931

I am rejecting this response because:when i try to retrieve my account with the form it wants me to fill out the email of the stolen account but the scammer changed the email so i can not possibly retrive it with the form.I was notified that my account is permanently suspended without my authorization.I want this problem resolved and my account unsuspended so the retrieval process can continue

Sincerely,

****** ******
Business Response
Date: 07/30/2025
Dear ****** ******,

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

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

This is the only available method 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 that may not have been provided previously.

If the system is able to verify you as the rightful account owner but you are still unable to access your account, please feel free to contact us again for further assistance.

Please note that if the system is unable to confirm ownership, we are unfortunately unable to take further action.

We appreciate your understanding and thank you for your patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/31/2025

Complaint: 23589931

I am rejecting this response because:I told you the last time that i am unable to fill out the form because the email of the account id changed.Can you not use AI for once and do some work.I thought reporting you to the BBB will give me a chance to talk to a real person and resolve the matter fast but it seems that you don't care one bit for your customers.I am awaiting a response with an alternative way to retrieve my account .Thank you!

Sincerely,

****** ******
Customer Answer
Date: 08/12/2025
Hello,
I did not receive a reply from the company.I have contacted them many times over thr course of a month.Everytime i ask why they dont send a reply or an update and they simply say that they will notify the team that is working on my account and that i should get a reply within 1-5 business days.Unfortunately I don't get a reply .The last support agent said that the process of retrieving a stolen account can take up to a month(this is the only agent that told me that)so i will wait another 2-3 weeks and hopefully finally get an update.
Sincerely Viktor
Business Response
Date: 08/21/2025
Dear ****** ******,

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

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

This is the only available method 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 that may not have been provided previously.

If the system is able to verify you as the rightful account owner but you are still unable to access your account, please feel free to contact us again for further assistance.

Please note that if the system is unable to confirm ownership, we are unfortunately unable to take further action.

We appreciate your understanding and thank you for your patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. Every time i get a message from you its exactly the same so there is no point in talking to a bot.Keep being a horrible company Microsoft with no sense of responsibility.

Sincerely,

****** ******
Initial Complaint
Date:07/12/2025
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.
Ive spent thousands of dollars on Xbox just to be permbanned because of people spam reporting my looking for group posts, I was unrightfully banned, some stuff I got banned for which was a year ago and maybe even some months, had expired already and the reason why Im perm banned, is because of people spam reporting my lfg, its not right and I want to be unbanned or have my money back from Xbox, I used the lfg to trade in the game, because that was part of the game and I used it to find people to help me.
Business Response
Date: 07/16/2025
Dear ******* ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension.We understand your concern and the frustration this situation has caused. Please note that all Xbox account suspensions are handled exclusively by our Xbox Safety & Enforcement team. For privacy and security reasons, we are unable to intervene or overturn enforcement actions through this channel.
To review your case or submit an appeal (if eligible),please visit the Xbox Enforcement site at:
******************************************************************************************************************
This is the only path to request a review of your suspension. If your account is not eligible for appeal, the decision is considered final.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/24/2025
I have recently been permbanned on my Xbox account and my appeal was denied, I wasnt heard out for what happened, a friend sent me a link to a website and it hacked my account and now Im permbanned.
Business Response
Date: 08/13/2025
Dear ******* ********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox account suspension.
We understand how upsetting it can be to lose access to your account, especially when you feel the situation was out of your control. You mentioned that a friend sent you a link that compromised your account, and that your appeal was denied without a full opportunity to explain. We appreciate you sharing this context.
Please note that all Xbox accounts are subject to the Microsoft Services Agreement, which outlines the rules and expectations for account security and conduct. You can review the full agreement here:
**************************************************************
When an enforcement action is taken, the details of the suspension are disclosed in the appeal response. If the appeal was denied, it means the Enforcement team reviewed the case and determined that the action was consistent with the Terms of Service. Unfortunately, once a permanent suspension is upheld, there is no further escalation path available.
We understand this may not be the outcome you were hoping for, and we truly regret any inconvenience this has caused. If you have any other questions or concerns, please feel free to reply directly to this message.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/15/2025

Complaint: 23589811

I am rejecting this response because:
Its not a valid reason for you all just to let stuff like this slide, other people get away with worse and get their appeal approved I didnt even mean to do anything wrong, how is it my fault I trusted a link my friend sent me, this isnt right and this needs fixed.
Sincerely,

******* ********
Initial Complaint
Date:07/11/2025
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've been a user of the ******************** rewards system since it's inception, my account has been flagged with a point earning cooldown since early May, this means there is a 15 minute cooldown for every 20 points I can earn using the rewards service this I have to problem with, the thing I do take issue with is the restriction on spending the points I've accrued. I've tried to contact the rewards support about this and have only gotten canned bot replies. I have never used any third party software or other nefarious means to earn points and want my account unsuspended. I also understand that I'm not the only person who's account has been suspended and while I can't speak to the validity of their suspension I am willing to bet that the suspensions in questions were do to an aggressive algorithm and A.I flagging accounts unfairly
Business Response
Date: 07/16/2025
Dear **** ******,
Please note that continued participation in the program requires full compliance with the Microsoft Rewards Terms of Use. Restrictions are typically the result of activity that violates those terms, and we are unable to lift them unless the account is brought back into compliance.
To avoid future restrictions or permanent suspension, it is essential that you carefully review and follow the guidance in the official Microsoft Rewards support article:
**************************************************************************************************************************************************
Failure to follow these guidelines may result in further enforcement actions, including permanent loss of access to the program.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/21/2025

Complaint: 23589517

I am rejecting this response because: I've attached an email I received from one of your support team why would you need proof my account is suspended

Sincerely,

**** ******
Initial Complaint
Date:07/11/2025
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 was wrongfully punished for hate speach on Xbox live in reality I made a group post calling someone out for hate speech and was encouraging people to go see for themselves and they misinterpreted my message as me identifying with hate groups my post said say hi to this wasist ***** soopwemisist msg for details the details being his gamer tag and context of what he did. I realize this is not allowed but I was punished for the wrong thing! Ill accept a strike for harrasment I WILL NOT accept 3 strikes for hate speech.egregious violations stay permanently on your record and I did no such thing! I am not a racist I am constantly fighting back against racism and I will not tolerate this injustice thats been done to me you will NEVER hear the end of this until the wrongs have been made RIGHT.
Business Response
Date: 07/16/2025
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 7081609159.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.