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

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Corporation

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

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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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:10/13/2025

  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.

  10/13/25 Issue: Account hijacking, ongoing unauthorized charges, and lack of written acknowledgment after internal submissions.Summary:I am reporting two hijacked Microsoft ****************************** and ************************ since September 11 resulting in continued unauthorized charges. I submitted complete evidence packets to Microsoft (Service Incident References *** ******** and ********) and sent a formal demand letter on October 8, 2025; as of today there has been no written acknowledgment.Proof of ownership and history are attached (ID, billing screenshots, subscription/license information, cross-linked addresses). Since the compromise, there have been unauthorized Xbox/Microsoft Store charges of $586.74 including: Unauthorized Charges:Date:AccountAmount 9/13/25Xbox$55.04 9/13/25Xbox$55.04 9/16/25Xbox$55.04 9/23/25Xbox$110.09 9/23/25Xbox$110.09 10/1/2025Xbox$55.04 10/1/2025Store$14.30 10/2//2025Xbox$55.04 10/2/2025Xbox$55.04 10/2/2025Store$22.02 The attacker also removed my Microsoft 365 subscription from my billing profile; my license ID is: ***************************-************************************-*******************************. This was last charged on August 28th.Requested resolution:1.Restore full access to both accounts (including mailbox and ************* reattachment/rollback as appropriate).2.Refund all unauthorized Microsoft/Xbox/Microsoft Store transactions tied to the hijacked ***************** a case owner and provide a written acknowledgment and timeline.Note: A separate $3,000 loss to impostor Microsoft support phone numbers is being handled with my bank and reported to FTC/BBB Scam Tracker; I am not asking Microsoft to reimburse that here. I am seeking restoration and refunds only for charges run through my Microsoft accounts.Preferred contact: ***** ***** Email: ************************************* Phone: **************

  Business Response

  Date: 10/22/2025

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

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

  Please visit ********************************** to provide the 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 ensure you provide details that were not previously submitted.

  Additionally, please complete the account recovery form for both affected accounts and contact your bank to dispute the unauthorized charges.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 24008141
  
  I am rejecting this response because:

  The attacker controls 2FA, we cannot complete the automated recovery form. Please initiate a non-2FA identity verification (photo ID + billing history + prior login metadata) and assign an Executive Customer Relations case owner. We consent to a one-time outbound call or email to our alternate contact for identity verification.  We have tried several escalations including 

  For ********************************* ** ******** ? re-escalated to *** ********., reescaluated to ***  ******** :

  For *****************************  Originally ** ******** ? re-escalated to *** ******** reescalated to *** 21966667.

  Sincerely,
  
  ***** And ********* (*****) *****

• Initial Complaint

  Date:10/13/2025

  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.

  I have been a Microsoft Rewards member for over 7 years, and I have had a Microsoft account for many more years than that. I have not had any issues with Microsoft Rewards in those 7 years except in the last 6 months. It started in July when a "cooldown" period was introduced. This is odd considering Microsoft Rewards already has a limit of 330 points per day. Ticket # ********** is where I learned of this after getting messages in my Bing app regarding suspicious activity. So I abided by these new terms, but then this month, I have not been able to redeem any points AT ALL. Starting on October 6, I am completely blocked from any redeeming due to my account being suspended for "unusual activity." I filed a ticket ***********) where the agent said: You have not engaged in any unusual activity and have used the app in the same manner for years. We appreciate your loyalty and the way you have consistently used our app over the years. However, my account was not resumed from suspension. The subsequent tickets were: *********************2, **********, **********, **********, ********** **********, ********** and .********** And none of these tickets were resolved. All but the one today were answered by a robo resolution of: Upon review, we found that some of your searches did not comply with the Microsoft Services Agreement Microsoft Rewards section. Specifically: 1.Good-Faith Participation: Points for searches are awarded only when you perform genuine, manual searches for your own research. Automated or non-personal searches will not count.2.Acquisitions: Not all purchases or downloads from Microsoft qualify for points. Please review the offer terms to see what is eligible. 3.Redemption Limits: Microsoft may limit how many points or rewards you can earn or redeem in a day, per person, or per household. Any restrictions should be automatically lifted once the system recognizes consistent improvement in search habits. As of today, still not resolved.

  Business Response

  Date: 10/21/2025

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

  Thank you for contacting Microsoft Corporation through the Better Business Bureau and for your response.

  After reviewing your complaint and recent service requests, we confirmed that the suspension of your Microsoft Rewards account is due to a high bot score. This has resulted in temporary restrictions on redeeming points and certain limitations.

  To help lift these restrictions, please ensure that you earn points in accordance with the guidance outlined here:

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

  Following the steps in this guide will help reduce your bot score and restore full functionality to your account.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24008107
  
  I am rejecting this response because:

  what does a high bot score even mean? No one can tell me how you came up with this, it seems like some sort of AI generation, and it is completely incorrect. All of the searches of your app and website have been done by me. Additionally, your app has suggestions under daily activities I can click which will give me points. I have attached a screenshot as an example, but if doing activities in your app causes a high bot score, then that is by design of your app. At this point, it seems like you guys are just trying to come up with excuses not to let me redeem the gift cards that I have earned.
  

         Additionally, I was told once my searches return to normal, I can redeem my gift cards. When will this be? My searches have always been normal, but recently Ive only done a couple searches a day, and I still cannot redeem my gift cards. I do not use AI to do searches, I use my own two hands, and I make my own searches. All of my support tickets have resulted and absolutely no customer service whatsoever. I would like some real service from you guys.
  

        When you download Microsoft Bing and perform searches from Microsoft rewards, you expect you will be able to redeem these rewards. I have done absolutely nothing wrong, all of my searches were done by me, yet I cannot redeem my rewards. This is a scam. This is a bait and switch scam. All of my searches have been done in good faith, and when the system does not work, I reached out to customer service. Unfortunately, the bot score is 100% when it comes to your customer service because I am unable to get a human being, who can explain to me exactly what I did besides Automated searches. I have never used automated searches. I can even show you a video of the searches. I perform every day, but unfortunately, I cannot get a human being to show them these searches. There is no bot or AI on my part and therefore, since I have done everything I needed to on my part to earn the rewards, you should let me redeem unless this is actually just a scam. And if this is a scam, well that seems like it is a violation of the law and it should be reported.
  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:10/12/2025

  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.

  Microsoft is promising 1 year of extended support for Windows 10 due to its attempt to force sales of new computers and software and enable it to collect more private information to abuse, by discontinuing support for Windows 10. However, in reality there's no way to get the extended support because all the links for it are just infomercials about buying Windows 11. I don't have a company managed computer and I have the proper Windows 10 version they say should work. Yet since they are primarily focused on forcing people into a Windows 11 they don't want. they've made every attempt to get the extended support a trojan horse. I have been trying to get this extended support for over a month.

  Business Response

  Date: 10/23/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding Windows 10 extended support.

  After reviewing your complaint and recent service request ***********), we noted that our support team attempted to assist you. However, you expressed concerns about privacy and caller ID blocking, strongly voiced distrust in Microsofts data practices, and insisted on receiving a direct phone number that does not begin with 866.

  We made several attempts to clarify and provide communication options, including:

  Offering support via email

  Providing my direct extension for contact

  Explaining our commitment to privacy and data protection

  Unfortunately, due to these constraints, we were unable to proceed further with your case.

  For continued assistance, please visit ************************************************ to access chat support. Beyond this option, we will not be able to provide additional support.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/12/2025

  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 just bought a **** OptiPlex 7020 Plus with Windows 11 installed on it. I have no way to register that because my email, Windows Live Mail on Windows 10 on the computer I'm using, is not accessible to the new computer so I can get the required 6-digit security code. Microsoft wants $70 just to get me straightened out on that. I think that is deplorable.

  Business Response

  Date: 10/22/2025

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

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

  We were unable to verify your account or locate a service request associated with the information provided in your claim.

  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. Our support team will be able to assist you further with your case.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/12/2025

  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, Ive been a member of Microsoft for many years, Ive spent thousands of dollars on my account, just for it to get permanently banned for seemingly no reason. I was never given a reason for the ban. I tried appealing it assuming it was just a mistake, but it was denied. I am under the impression that it was an AI that reviewed my appeal and not even an actual person, has I was given an AI response, and was still not given a reason has to why I got banned. Usually to get banned on Microsoft you would have to be reported, there is nobody I can think of who would report me. I looked for a phone number where I can actually talk to somebody about it, but of course, Microsoft has no support phone number. There is a strike system thats on Microsoft where if you exceed the strike limit you get permanently banned. But whenever I checked, I had no strikes. I put many hours of my life into my Microsoft account, and Ive put a lot of money into it. I would appreciate regaining access to my account.

  Business Response

  Date: 10/13/2025

  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.?  
  
   
  
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision.  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 action that 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: 10/13/2025

   
  Complaint: 24005857
  
  I am rejecting this response because:

  I do not find the username FlatGiraffe2769 to be a bannable offense, if so, not a ban that would completely remove my access to the account entirely, even offline access. Id like a more in depth reason for the ban if none is provided then Id like my account to be recovered and for me to get my access to the account back. If an in depth reason is provided (depending on the severity of it) Id like to just be warranted a temporary ban, and be given my account back for offline use until that ban is expired, then online access.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/12/2025

  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.

  BBB Complaint: Unjust Permanent Xbox Ban Lack of Transparency, Due Process, and Consumer Fairness On September 12, 2025, my Xbox account (Gamertag: PFF Branch) was permanently banned without any clear explanation, evidence, or communication from Microsoft/Xbox. The enforcement notice only referenced a generic violation of community standards without identifying what specific action or behavior allegedly occurred.I immediately filed an appeal through the Xbox Enforcement portal, expecting a fair and transparent review. However, my appeal was denied almost instantly, without any explanation, supporting evidence, or indication that the case was properly reviewed by a ******** a paying customer, I have invested significant money into digital content including games, add-ons, and subscriptions that are now inaccessible due to this unexplained ban. This raises serious concerns about digital consumer rights, transparency, and fair treatment.If Microsoft enforces permanent bans, consumers deserve to know what specific evidence supports such decisions. The current system provides no meaningful recourse, accountability, or disclosure, leaving customers powerless and financially harmed without justification.Requested Resolution:I am requesting that Microsoft/Xbox:1. Conduct a transparent and detailed review of my enforcement case.2. Provide a specific explanation and evidence of any alleged violation.3. Reinstate my account if no verifiable or justified reason exists for a permanent ban.4. Reevaluate its enforcement and appeal system to ensure due process and fair consumer treatment.I am not disputing Xboxs right to enforce its policies I am disputing the lack of transparency, lack of fair review, and financial impact caused by a system that gives no meaningful explanation to paying customers.This complaint seeks both a fair resolution for my account and accountability from Microsoft for how its enforcement system treats legitimate consumers.

  Business Response

  Date: 10/13/2025

  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.?  
  
   
  
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision.  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 action that 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: 10/13/2025

   
  Complaint: 24005757
  
  I respectfully request a re-evaluation of my permanent ban. I did not receive any specific information or examples of violation, and I believe this may have been an error. I am willing to comply fully with the Code of Conduct and request one opportunity to restore my account.

• Initial Complaint

  Date:10/12/2025

  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.

  Subject: Request to Honor Legacy Price for Xbox Game Pass Ultimate Hello Microsoft Support Team,Im writing as a long-time Xbox customerover 15 years with Xbox Live/Xbox membership and Xbox Game Pass. My gamertag is KaitoKohai, and my account email is ****************.I fund my subscription with prepaid cards. When I attempted to enable auto-renewal for Xbox Game Pass Ultimate, I was presented with the new $29.99 price. Im requesting that my account be grandfathered at the previous $19.99 price point, consistent with my long tenure and ongoing support of the Xbox ecosystem.Details:Membership history: 15+ years on Xbox Live/Xbox and Game Pass Product: Xbox Game Pass Ultimate Current issue: Renewal toggle shows $29.99 instead of my historical $19.99 rate Payment method: Prepaid cards (digital codes)I would appreciate an adjustment to maintain the $19.99 pricing on my account or another loyalty accommodation of equal value. Please let me know if you need any additional information to verify my account or eligibility.Thank you for your time and for supporting your long-standing members. I look forward to your resolution.Sincerely,KaitoKohai Email: ****************

  Business Response

  Date: 10/13/2025

  Hello Kaitlyn,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding the recent subscription price adjustment for Xbox Game Pass. We understand that changes in pricing can raise concerns, and we appreciate you taking the time to share your feedback.
  
  While we are unable to revert to the previous pricing, we want to highlight that the updated tiers offer enhanced value. Depending on your preferences, you may find that one of our new plans better suits your needs.
  
  If you would prefer to change the subscription you can do so using this:
  
  Go to *****************************************************************************.
  Sign in with the Microsoft account linked to your Xbox subscription.
  Locate your subscription under Services & Subscriptions.
  Click Manage next to the subscription.
  Select Change subscription plan or Switch, then choose your new plan
  
  If you would prefer to cancel your subscription, you can do so using this:
  
  Visit ***************************************************.
  Sign in with the Microsoft account linked to your Game Pass subscription.
  Locate your Xbox Game Pass subscription under Services & Subscriptions.
  Click Manage next to the subscription.
  Select Cancel subscription or turn off recurring billing.
  Follow the prompts to confirm cancellation.
  
  Additionally, you will receive an email with your specific renewal price and effective date. We recommend reviewing that message once it arrives to better understand your updated subscription details.
  
  If you need assistance switching plans or have any further questions. You are also welcome to contact us at ************************************************ for future support.
  
  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 24005177
  
  I am rejecting this response because:
  

  This is simply unacceptable. Emails from Microsoft were sent out saying the new $29.99 price would not apply to existing users. I would like assistance setting up my account for auto subscription at the proper $19.99 per month subscription price. I have been an Xbox subscriber for 15 continuous years. Just because I use prepaid cards for my membership, does not mean I should not get the grandfathered rate of $19.99 per month. If we cannot fix this, I am going to discontinue my membership, submit several complaints against microsoft, submit my story to a gaming news platform for visibility, and discontinue being a loyal Microsoft/Xbox customer as I have been for 15+ continuous years now. Please escalate my concerns to the next business level of management.

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

• Initial Complaint

  Date:10/11/2025

  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 cancelled my free 1 year Microsoft 365 subscription thaf came with my laptop back on 6/8/2022. This was before the free 1 year subscription that came with my laptop had run out so i would not be charged. I have proof of this so its a fact. Starting a month later on 7/13/2023 i was illegally charged $6.99 every month for a (subscription i cancelled) total of 32 charges over 32 months on 3/13/2025 the illegal monthly charge for microsoft 365 (i never ordered it was raised to $9.99 and i was charged for 7 months in a row until i finally discovered i was being charged evety month for all these years. I never ever used or even knew about this until 10/9/2025. I do not even own a computer. I only have my iphone and my Xbox. The total sum of all these unauthorized charges is $293.61. I called microsoft support/customer service and was told its my fault for not recognizing this monthly charge to my credit card. So they gave me a one month refund of $9.99 and cancelled the subscription knowing i never authorized this charge/subscription nor did i ever use it. After i had cancelled *** free subscription having never used Microsoft 365 as well as never using that laptop computer I factory reset/memory wiped tge entire computer and gave it to my neice years ago for her birthday. Since i havd no computer i woukd ***** need or use Microsoft 365. Even if i fid iwn a computer i woukd NEVER pay $10 a month for Microsoft 365. Thats insane! Please help me to get the remaining anount they owe me ($283.62) credited to my Microsoft Store account. Im not even asking for a check or to put this money back on my card. They can simply give me store credit so they are not out one dime and nether am I. Thank you.I have pics of every charge and im including only the pics of the cancellation as well as first charge/last charge and the $9.99 refund issued.

  Business Response

  Date: 10/13/2025

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

  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your recent refund request for the Microsoft 365 subscription.

  We appreciate your feedback and understand how important this matter is to you. After reviewing your complaint and service request SR *********** we can confirm that our support advocate has processed a refund for the most recent transaction.

  We recognize your desire for additional refunds and truly empathize with your concerns. However, after a thorough review, we regret to inform you that we are unable to issue further refunds at this time. We understand this may be disappointing and want to assure you that your feedback has been noted and will be used to improve our services.

  
  If you have any further questions or need assistance with your subscription, please dont hesitate to contact us. Were here to help.
  Sincerely,

  Microsoft Corporation

  
  

  Customer Answer

  Date: 10/14/2025

   
  Complaint: 24004427
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

  Customer Answer

  Date: 10/17/2025

  I unawaredly made 39 payments totalling the sum i submitted before. I was only refunded for one. I never downloaded the program, i never used tge service and i clearly cancelled the service once it was no longer free. But after csncelling as my proof shows i was charged 32 months at $6.99 a month and then it was raised to $9.99 a month for 6 months before i was able to realize Microsoft was charging me for something i clearly cancelled. It was almost $300! Yet i was refunded only $9.99 for one previous month. The card being chsrged has automatic billing and so it was never even looked at. $10 a month does not raise any red flags for us because i subscribe to so many streaming entertainment apps. They all charge me arround that sane ammount and all of them have strange names associated with those charges so no one knew i was being charged for a service i clearly never used when it was free.. clearly cancelled (proof was included) before i was to be charged and was then charged for years a total of 37 times over 37 months totalling almost $300! I do not even own a computer to use this progrsm and if i did i would simply go buy it of foenload a free version. I would never waste $10 a month on a progrsm i do not need and i can get for free if i were to ever need it. 
  Thsnk you

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

• Initial Complaint

  Date:10/11/2025

  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 pay for Microsoft 365 but cannot access my account. The recovery system keeps linking to an old ******** address that I never use. My Microsoft Authenticator is active on my phone for the correct account, but I cannot sign in or update recovery info. I have already completed the **** form multiple times with no resolution. I need this escalated to Account Protection to unlink the wrong account.

  Business Response

  Date: 10/17/2025

  Dear ***** ********,   
  

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

  As we cannot check the account recovery forms you submitted, 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:10/11/2025

  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 was recently hacked on Xbox Live and permanently banned on the provision of disrupting xbox live services after buying cod points and DLC for Warframe. They flagged my account for malware in which I do not have a PC to cause such issues. On the gamertag of BA Rewritten, the most i ever got in trouble with was trash talking. Ever since, i had 0/8 strikes on my account until i got hacked. I even provided so much evidence as to how I was hacked and I've been ignored. Ever since then, my microsoft email was also locked. All my details relating to Chime is on there and GMail is linked to it. I wouldn't even seek money. I need someone to do a detailed investigation on what is going on and what is an agreement we can come upon. I at least want my account reinstated. In the below screenshot, this was triggering upon my cashapp a couple months before I was banned. If they can call me, I'll explain everything on what went on and what happened.

  Business Response

  Date: 10/13/2025

  Dear Cyan,

  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. 
  
  We have taken additional steps to review and reconfirm the enforcement action taken against the Gamertag and stand behind the decision. 

  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: 10/13/2025

   
  Complaint: 24003896
  
  I am rejecting this response because: This is a defining form of shady business. I have multiple ways to proved that i was hacked and did not cause the violations relating to my microsoft account. The US Senator has even said their platform is a breeding ground for hackers. I don't like the outcome, therefore I will be stepping away from this brand, considering the recent company decisions.
  
  Sincerely,
  
  Cyan Frost