Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

• 

  Microsoft

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

• 

  Microsoft Corporation

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

• 

  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft Corporation

  PO Box 12279 Tucson, AZ 85732-2279

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:05/27/2025

  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 received a 2-day Xbox suspension and 2 permanent enforcement strikes on my account for using a fan art-style profile picture inspired by the artist ******* ********. The image was not explicit, offensive, or in violation of community standards. It was stylized digital art that I used to express myself.Despite this, I was suspended, denied access to social features, and received two strikes that will remain on my account for six months. I was also denied the ability to appeal the suspension. I contacted Xbox Support, and they escalated the case, but I have yet to receive any resolution or clear explanation.I have spent thousands of dollars over time with Microsoft/Xbox, and I feel this action was both unfair and damaging to my ability to use a service Ive invested in for years. I respectfully request a manual review of this enforcement, removal of the strikes if found unjust, and an assurance that Xbox will offer a clearer and fairer appeals process moving forward.

  Business Response

  Date: 06/05/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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

• Initial Complaint

  Date:05/27/2025

  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 have my life tied to my Hotmail account and I am unable to reset or recover my password and therefore can not get into bank account and other accounts such as Epic games, which I have spent hundreds of dollars. I am unable to speak to anyone through their support numbers. I would like to solve this problem.

  Business Response

  Date: 06/03/2025

  Dear ***** *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  
  Please visit ***************************************; to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:05/27/2025

  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.

  Microsoft billed me twice for my xbox subscription.There is simply no way to reach out to them.

  Business Response

  Date: 06/03/2025

  Dear ******* ******,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your concern.
  
  After reviewing your complaint, we found that only one charge was made on May 28, 2025, at 10:46:03 AM. Immediately after this transaction, the system confirmed that the subscription was successfully purchased. This confirmation occurred because, earlier that day, you had updated your payment method at 10:46:04 AM, which resolved the previous billing issue.
  
  In billing terms, your account was cured from *******, meaning:
  
  The outstanding payment was successfully processed.
  
  Your account was updated and is no longer in the collections process.
  
  Based on this information, we will be closing this complaint, as no further action is required at this time.
  
  If you have any additional questions or concerns, please dont hesitate to reach out.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:05/26/2025

  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 have paid for service to Microsoft for an Office 365 Business account. I have been on the phone with customer support 26 times over that last 9 days to help me get access to my administrative center and email. It has been a matter of mulit-factor authentication. I have had not resolutions and cannot access files, e-mail, etc. For a service I pay for, Microsoft is not supporting it's clients. I would like to report them to the BBB for this poor service and support.

  Business Response

  Date: 06/03/2025

  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

• Initial Complaint

  Date:05/26/2025

  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 Microsoft account was hacked awhile ago and when I finally got it back I noticed my account had been suspended. I wrote an appeal and still have not been unsuspended. I just want access to my Xbox account. The email connected to it is ********************

  Business Response

  Date: 06/04/2025

  Dear ***** *******,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After we contacted the Xbox enforcement team, as they are the only team that can revoke bans, they informed us that they have already lifted the suspension, so you can use your Xbox account without any problem. They also recommended changing the account password for security reasons.
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

• Initial Complaint

  Date:05/26/2025

  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 am requesting a refund for a Microsoft 365 subscription that I was charged for over the past four years, despite never using the service.The subscription was linked to an old email account that I lost access to, so I could not log in to cancel it. I tried to cancel it but it did not work since I couldnt log in the account. I contacted to the Microsoft but there was nothing I could do. I initially assumed the payments would stop when my credit card expired on 2023. However, Microsoft continued to charge me by automatically linking my newly issued card without my knowledge or consent.I tried to stop but I never connected to the customer service or didnt get email back from them. I attempted to contact Microsoft through every possible channel:- I emailed from my work account on 2023 (WestJet)- I tried live chat, which never connected me to an agent - I called customer service multiple times but was only redirected to websites or disconnected The cancellation process was intentionally difficult and frustrating. It took an unreasonable amount of time to finally cancel the subscription. I have never used the service, and there is no record of usage.When I contacted my bank for help, they advised me to reach out to Microsoft directly before filing a disputebut Microsoft has been completely unresponsive. I believe this is unfair billing practice, and I am now seeking a full or partial refund for the charges.Account email address:**************************** Subscription: Microsoft 365 Personal Order ID: ************************************

  Business Response

  Date: 06/03/2025

  Dear ****** ***,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  
  Please visit ***************************************; to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:05/26/2025

  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 have a Microsoft account that I use to play Xbox, the Xbox that I use is an Xbox series X. I have used the same account for around 7 years on Xbox 360, and Xbox One S as well, My gamer tag was once aaFelixKingsman and now is x3nsaIda (capital i instead of L) My account is connected to an old school email that is no longer activated (********************************************)and my current email which is activated ********************* I use a passkey to sign into my account, and I have a password in case I get the passkey wrong. On May 23rd 2025 I signed into my account sometime in the morning and had no issue. Later in the day I tried signing in again, only to be forcibly signed out of my own account. I thought Id try again and was met with a notification claiming Microsoft had detected suspicious or fraudulent activity on my account. This has happened in the past, and all I needed to do was confirm my identity. They have an automated system for this very purpose, I believe its called an account recovery form. In the past when Ive submitted this, my issue was resolved within the 24 hour period they establish. This time I have put in 3 separate account recovery forms over 3 days and have received no response from Microsoft all 3 times. I tried their support on their website, used their ** chat bot, and through all of it can get no answers or help for my situation. They have no options to talk to a human representative, and the ** chat bot ends up talking in circles when it comes to this issue. It seems there is nothing they are willing to do to resolve this issue until I can prove my identity. But if the only way to do that is through this account recovery form, and Im getting no response, what am I to do? I have hundreds even thousands of hours dedicated to this account, as well as thousands of dollars, and yet it means nothing if I cant access my account anymore. I am in desperate need of help and a human representative to give me access to my account, Thank You.

  Business Response

  Date: 06/05/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a new 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

• Initial Complaint

  Date:05/25/2025

  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 due to false report i demend full removel of the banned otherwise to fully refund the game

  Business Response

  Date: 05/30/2025

  Hi *********** ********,
  
  Thank you for contacting us. Here are the Official Microsoft support channels **************** or visit ********************************************************** to reach one of our agents to gain assistance. Once you have contacted support you will receive a case number. Additionally you can make an appeal with our enforcement team, please follow **********************************************************************************************************  
  
  Sincerely,
  
  Microsoft Corporation.

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Microsoft 365 Business Standard on April 24 2025 for new business. I setup an account using ************************ Business Standard and it requires me to install an Authenticator app on my phone. I installed the Authenticator App on my phone and every time I login to my Microsoft account it requires my phone's app to authenticate, or I cannot login. Now my phone's authenticator app is somehow not functioning, and I cannot login to my Microsoft account anymore. Even I tried to reinstall the Authenticator App again on my phone it would not work. I tried to contact Microsoft support *************) by phone. And I could not reach to live person at all; the phone system is basically asking me to login to my account and submit a help ticket. But the problem is I cannot login, so how can I summit a help ticket. I basically get stuck in this situation forever. Their support phone system basically set up in a way to block me out from talk to a live person who can really understand my need. Please help me to reach Microsoft support and let them know that I really need help. My business is not functioning now.

  Business Response

  Date: 06/04/2025

  Dear *** ***,

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

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:05/25/2025

  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.

  Since May 10 ive been trying to login into my Microsoft account/ ********************** live account. I cant receive my verification code, all information i input is correct. I followed all instructions i put the last four of my phone number as it request. I enter my password and it ask me to verify my number again. it prompted i will receive a code for security purposes to enter which i never receive my verification code i then get a message stating unable to verify due to suspicious activity on my account. It suggested i fill out a recovery form which i did and within seconds, i get a email that Microsoft lock my account even more due to the information i provided wasnt enough and i gave them full details pertaining to my account it was way to fast of a reply without investigation. Im unable to speak to anyone at Microsoft for help i get direct to their website and everytime i call it sends me a link. No customer service agent virtual assistant is no help and bad that I cant get a hold of a customer representative. I am sure all details i provided is correct and matches my account.. I am not sure why this is happening i had this email for over 15 plus year forthe use of emails and gaming purposes.

  Business Response

  Date: 06/02/2025

  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