Business Profile

Computer Software Developers

Microsoft

Headquarters

This business is NOT BBB Accredited.

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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

5,671 total complaints in the last 3 years.
2,346 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:07/04/2025
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.
So I am filing this complaint on Microsoft technical support they basically mess up your whole life 2 weeks ago I had to factory reset my whole computer because of the problems they cause people it's a never-ending now I have a problem for a blanked out app for my settings and they're trying to put a Band-Aid over instead of fixing it tell me there's no problem stick it down with Microsoft the technical support is absolutely useless all they do is make problems worse simple thing turns into a total nightmare 16 hours to fix my computer after I've got off the phone with Microsoft
Business Response
Date: 07/15/2025
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:07/04/2025
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.
Microsoft has kicked me off my account on all platforms due to suspicious activity and they keep telling me they cannot verify I own the account after months or contacting them only for them to tell me they cant give me the info for the Microsoft recovery team the Microsoft account is associated with the gmail *******************
Business Response
Date: 07/11/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/13/2025

Complaint: 23556022

I am rejecting this response because: they have told me this same exact thing over and over again. And every time it doesnt work. I keep asking them to help me get ahold of a *** from the actual recovery team and support tells me they dont the contact info for the recovery team. How does a billion dolor company not have the ability to send a customer the contact info of a department inside the company. I have spent ***** dollars on this account over the past 10 years at this point. And I am STILL being charged while I am locked out of my account

Sincerely,

****** *****
Business Response
Date: 07/17/2025
Dear ****** *****,
As previously mentioned, to regain access to your account, the only available method is to complete the Account Recovery Form at **********************************. You may submit the form up to two times per day. We recommend providing as much accurate and previously unused information as possible to improve the chances of a successful recovery.
Additionally, we have removed the automatic renewal charges from your account and issued a refund of $19.99 for the most recent charge related to Xbox Game Pass Ultimate. Please allow up to ********************************************* your payment method. If it does not appear, we suggest contacting your financial institution for further assistance.

Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/03/2025
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.
Good Afternoon,I hope this email finds you well, Iam sending this email because my main microsoft account has been hacked and I have messaged support about a month ago and they said that they would need to transfer my main account to a brand new account. So I created a new Microsoft Account *************************** and then they sent me this email "SIR21379392 - Account Escalation Request" and they asked to fill out information like where did i first create the account, last 4 digits of my card and so on. I have filled it out and sent it and since then been waiting for a response. Little did I know, I would never receive a response. so after 3 weeks i have opened another Ticket with customer support and asked why i still havent gotten a response and they said that they will work on it and i have explained everything to them once again and they said that i would get a response in ***** hours and guess what, still no response. then they have sent me an email "SIR21379392Duplicate Account Safety Escalation" which says that i have already opened a ticket so not important. so next problem is that I have bought 3 Months PC Game Pass Subscription, and as I wasnt able to use it because of Microsoft having a terrible customer support, I would need to be compensated on the month that I lost with my hacked account. Thank You! Thats all.
Business Response
Date: 07/10/2025
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.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:07/03/2025
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 need to talk to someone about Case#: ****************. I've been working with support for a week on this and they have shown no competence at dealing with support issues. They've failed basic tasks like correctly scheduling the meetings and reading up on the case before showing up. They also show up to meetings late.Thanks!
Business Response
Date: 07/15/2025
Dear ******* ****** ****,
Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your concerns. In order to provide you with the most effective assistance, we kindly request additional information about your issue. This will allow us to connect you with the appropriate specialized team. Please be assured that your feedback regarding your current case will also be carefully reviewed.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/15/2025
Hi,
I've provided the case number which has the full log. If you need something else let me know.
Sincerely,

******* ****** ****
Business Response
Date: 07/21/2025
Dear ******* ****** ****,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/23/2025
Ok, how do I track that case and when should I expect Microsoft to contact me?
Business Response
Date: 08/01/2025
Dear ******* ****** ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your concern.
We understand youd like to track the status of your case and know when to expect contact from Microsoft. Once a BBB case is submitted,it is assigned to a dedicated specialist who will review the details and reach out to you directly. You can typically expect to hear from us within 2 to 4 business days.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/01/2025

Complaint: 23554771

Thanks for the follow up. Sadly, the person handling the new case is many times worse than the original team. This new person doesn't address any of what I say and just sent emails about how they are going to close the case. They also seem to be from a department that handles Microsoft accounts while the original problem was with Microsoft 365. Do you you have a way to re-direct this to someone with both and interest in and skills on customer service.
Thanks for your help.

Business Response
Date: 08/13/2025
Dear ******* ****** ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your support experience.
Weve reviewed your case and can confirm that our agent has reached out multiple times requesting relevant information needed to investigate and resolve your issue. Unfortunately, we have not received the necessary details to proceed.
To move forward, we kindly ask that you reply to the last email sent to you on August 7 and provide the information that was requested. This will allow us to ensure your case is properly reviewed and directed to the appropriate team.
We understand your frustration and remain committed to helping you resolve this matter. Thank you again for your patience and for bringing this to our attention.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/13/2025
Complaint: 23554771

I am rejecting this response because I provided the information, and the agent ignored it and closed the case (see below). Can you please assign this to a different agent who is willing to read and understand the case? The previous one seems to be confused as to what the case is about.
"Thank you for using Microsoft products and services, we appreciate your business. This email is to confirm that your support case has been closed, the details of the service request case are as follows"

Customer Answer
Date: 08/22/2025
The request was to have someone contact me for the purpose of discussing/resolvimg the issue. What I got was a person who kept ignoring my messages and eventually close the new ticket. Overall, the issue seems to be that this was router to Microsoft accounts instead of ************************.
Initial Complaint
Date:07/03/2025
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 the owner of Xbox account Q5 DD. I play the game fallout 76 and I use Xbox inbuilt looking for group function.Yesterday I posted looking for someone to make an in-game trade with which is one of the largest parts of the game. It was offering bottle caps to complete the eno2 guardian. My account was immediately suspended. I asked for a review but received two rejections firstly claiming *********** and secondly claiming some outside game activity which is not the case.
Business Response
Date: 07/16/2025
Dear ***** ******,

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

Only the Xbox Enforcement Team has the authority to issue or revoke enforcement actions, including suspensions and bans. They have already provided the reason for the suspension, and unfortunately, no other team at Microsoft can override or remove these actions.

If you believe the enforcement action was applied in error, you may submit a case review through the official Xbox Enforcement website. Heres how you can appeal:

How to Submit a Case Review:
Visit the **********************************************.
Sign in with the Microsoft account associated with the suspended Xbox profile.
Navigate to the Enforcement History section.
Select the enforcement action you wish to appeal.
If eligible, click Submit a Case Review and follow the prompts.
Please note:

Not all enforcement actions are eligible for review.
You can only submit one case review per enforcement action.

We understand how frustrating this situation can be and appreciate your understanding.

Sincerely,

Microsoft Corporation

Customer Answer
Date: 07/16/2025

Complaint: 23554725

I am rejecting this response because:
I have already submitted an appeal to Microsoft which was rejected for incorrect reasons as shown in the documents provided to bbb with my complaint.
It is improper for Microsoft to say it cannot be held accountable for mistakes made by the enforcement division.
I previously appealed a similar case to the bbb and Microsoft corrected the error.
This really is a disgraceful business practice by Microsoft and this probably a large reason why it is failing in the console market. Previously owned PlayStations and never had such issues and will be taking my business back to **** if this is not rectified.

Sincerely,

***** ******
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 10, 2025, I purchased an Xbox Elite Wireless Controller Series 2. I received the controller on May 14, 2025. I used the controller for a couple days and noticed an issue where one of the thumbsticks was defective and drifting without me touching the controller, so I initiated a return of the device on May 14, 2025. On May 17th, 2025 I shipped the device back to ******************** using the provided return label, The device was received at their facility in *******, ** on May 28th. On June 23, 2025, I noticed that the device still hadn't been refunded, even though Microsoft stated a refund within 4-5 business days of being received. I contact Microsoft Support and they issued an escalation ticket to resolve my issue. One week later, the order still showed pending a refund, so I called Microsoft again and the agent said there was a case to email me about the status of the escalation ticket on Wednesday, July 2nd. On Thursday, July 3rd, I checked my email and I was not contacted, nor was the order refunded, so I called Microsoft for a 3rd time. The agent stated I was not contacted as promised because there was no update on the ticket. I asked for a supervisor to return my money and was placed on hold for 125 minutes before I was forced to end the phone call. I am requesting Microsoft Executive Relations to return the money owed to me and compensate me for the excessive time I'm being forced to spend dealing with their issue.
Business Response
Date: 07/11/2025
Dear **** ****,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/11/2025

Better Business Bureau:

I have reviewed the response made by Microsoft in reference to complaint ID ********. While Microsoft's response does not specifically resolve my issue, it appears to be a step in the right direction. Microsoft did not give a timeline as to when a member of the senior customer service team would reach out, so I will follow-up with the BBB if I am not contacted within the next 7 days.
Sincerely,

**** ****
Initial Complaint
Date:07/03/2025
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 cannot sign into my account. I have tried numerous times and keep getting the same error message. I cannot access online chat because i have to sign in to my microsoft account which i cannot do. i seem to have the incorrect password. When i go to change password, I can get a code via my email to verify my id. However i cannot get a code via phone because the phone number needs updating. I cannot update the phone number without signing in which i cannot do. Every time i try i to change password i get an error saying that We couldn't sign you in Something went wrong when trying to sign in with a passkey. Please try again. My passkey which i thought i had set up doesn't work either. I have subscriptions with this account and am unwilling to simply create a new one.
Business Response
Date: 07/10/2025
Dear **** **********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ********************************** to provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/10/2025

Complaint: 23553225

I am rejecting this response because: I completed the change password form sent to me via your message. I have two factor authentication enabled. I was able to receive a code to verify the email address. But then, the two factor authentication wants me to verify using the phone number. I no longer have this phone number. When i say i don't have another way to verify, it asks me for a long account recovery code which i don't recall ever having. Because i don't have the code, i am not able to complete the two factor verification process and get into my account. Please provide a way to bypass this as i have a subscription in my existing account.

Sincerely,

**** **********
Business Response
Date: 07/16/2025
Dear **** **********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
We appreciate your confirmation of the actions taken; to further validate your request, please provide the affected Microsoft account (email address) and the reference number automatically generated upon submission of the online form, as this will help us determine the next steps.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/16/2025

Complaint: 23553225

I am providing a copy of the screen i see after i have completed the information request and attempted to change my password. I am asked to verify using a code with both my email and my phone number. Problem is i cannot complete the verification process. I can receive a code via email. But no longer have the phone number provided for the second verification step. I need a way to bypass this verification.

Sincerely,

**** **********
Business Response
Date: 07/24/2025
Dear **** **********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Accounts and Billing Team to investigate this matter and work with you directly toward a resolution. Your new case number is **********.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/03/2025
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 signed up for a 30-day "free trial" in April, 2025 and canceled the subscription in May. Then I was billed $10.84 in June and July. I spent 4 hours on the phone to 5 different agents in ***** who refused to cancel the subscription. First they said they located the account but needed a full screenshot of my bank account transactions, which I would not provide as it contains secure bank account information and would enable hackers to get into my bank account. They refused to cancel the account or refund the money. The 2nd call, they said it was a different account that billed me, and I would have to provide account details of this unknown-to-me account in order to proceed. ALL of the phone **** were hostile and denied they could access their own database to research the account mixup or resolve the problem of the illegal billing, even though I had provided full name, dates, charges, a copy of the bank billing, including all details. I was supposed to somehow guess what account was linked to the incorrect billing, if it really was a 3rd party involved because their phone help seemed to be dishonest, and unfriendly.
Business Response
Date: 07/10/2025
Dear ***** ***********,

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

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/22/2025
Hello

This case has not been resolved yet.

I have answered the latest query from Microsoft and sent them additional information, but have not heard back from them yet.

In reference to this complaint about recurring charges to my bank account, ******************** has my full name, dates of the recurring transactions, amounts of charges, complete debit card information used for the charges, and reference, receipt and/or transaction number(s), yet they say they are unable to locate this data in their database and stop the recurring charges.

Please keep this complaint open until they respond.

Best regards
***** Fairbrother
Business Response
Date: 08/01/2025
Dear ***** ***********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau.
We sincerely apologize that your issue has not yet been resolved and that our agent did not respond to you in a timely manner. We understand how frustrating this experience must be, and we truly regret the inconvenience it has caused.
Please rest assured that your case remains important to us. We have re-engaged the appropriate team, and they will continue the investigation promptly to ensure your concerns are addressed as quickly and thoroughly as possible.
We appreciate your continued patience and the opportunity to make this right. If you have any additional details youd like to share in the meantime, please feel free to reply directly to this message.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/03/2025
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.
Hi there. I think this is a longshot but my autistic son's Xbox account has been permanently banned, although he only had 3 strikes on the account which were due to expire this month. The appeal process was really unhelpful. We were given no information at all about the reason for the ban initially other than it was a violation of the community standards so I used the appeal option to ask for more information. They then provided a little bit more which allowed me to discuss with my son and (we think) work out the reason for the enforcement. However, now I cant provide further info to appeal the unreasonably harsh enforcement action. I'm trying to find someone to look at the context (although I'm not denying he breached the standards) who might consider a lesser sanction (maybe a temp suspension). I'm providing more detail below, as I couldn't provide this via the heavily restricted appeal process:My son has diagnosed disabilities which affect how he learns and how he views things. He is autistic and so needs help understanding ********************* He also has **************** which, combined with his autism, means he is socially quite behind and is still learning about appropriateness and context. It also means he relies heavily on the online community for socialising. He is quite isolated and lonely, as struggles with face-to-face interactions.He is devastated. He has definitely learnt a ****** in thinking more about what he says/shares, and we will be monitoring more too.I know you don't have to do this, but giving him a chance to learn instead of cutting him off from the one activity he enjoys and that connects him with his peers would have a disproportionate impact when compared to another person. I can guarantee that the action would still have the intended consequence too of keeping the community fun and safe for everyone because he is inconsolable and I know he would go over the rules daily if it meant he could be given a bit of ******
Business Response
Date: 07/10/2025
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 7081056519.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:07/02/2025
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 sold my Xbox approximately a month ago because Xbox/Microsoft kept charging me for things I didnt buy. I deleted all of my information off the Xbox, including my **** Debit Card information. Additionally, I reset the Xbox to factory settings. Even after all of that, I have been charged $11.99 twice since selling my Xbox. Its profoundly disgusting and criminal what they are doing. Ive tried calling multiple times but have gotten the run-around. You will get whats coming to you Microsoft/Xbox. Im hoping BBB can spread the word on what Xbox/Microsoft is doing to larger media outlets to investigate further and make consumers aware. Shame on you Microsoft.
Business Response
Date: 07/14/2025
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 7081427570.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation

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Microsoft is NOT a BBB Accredited Business.