Business Profile

Computer Software Developers

Microsoft

Headquarters

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Complaints

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

Customer Complaints Summary

5,671 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:06/28/2025
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.
This all has to do with my Xbox live account and the money tied to the account. ******************** seems to not want to help me, so I am coming to you. Out of nowhere I was asked to sign into my account. Ok, so I put in my email and my password. It says it is going to send a code to my email. I have tried at least 100 times to do this and still have not received the code. I have tried their account recovery at least a 100 times as well. Entered in the information perfectly because the answers cant be any other answer than what I putting in. I have tried contacting them. I get someone on the phone, explain the entire situation, get placed on hold, and suddenly the line drops. I have done this at least 100 times as well. This is ridiculous that I can supply all the information about the account and still cant access it. I have hundreds, if not thousands of dollars into that account between games and movies. Now I cant access any of them and Microsoft is not helping me at all. I just want back into my account that I have had for 16 years. Plus, I would rather not be out all of that money that is tied to the account.
Business Response
Date: 07/04/2025
Dear ****** *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we regret to inform you there's no further assistance we can provide for this case as our account recovery form is our established procedure to regain access to an account. While we understand this isn't the resolution you had hoped for, this is based on our policies and procedures.

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:06/28/2025
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 saved up microsoft rewards gift points to exchange in for a gift card, now they won't let me exchange them.
Business Response
Date: 07/04/2025
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 7080550084.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/04/2025

Complaint: 23532324

I am rejecting this response because:
This is the same run around I've been getting from microsoft for the last month.
Sincerely,

***** ******
Business Response
Date: 07/15/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request **********,we were able to confirm our agent Ion has closed the case as multiple attempts were made to contact you, but there was no response. If you would like to receive further assistance, please reply to one of our agents' emails to reopen the case and receive further assistance.

Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/19/2025

Complaint: 23532324

I am rejecting this response because:
I have sent the pictures that someone asked me too, so now we are waiting on them.
Sincerely,

***** ******
Business Response
Date: 08/07/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we were able to confirm your previous service request 7080550084, handled by our agent Ion, didn't get reopened after it was closed due to unresponsiveness. Regardless, you mentioned you provided the pictures an agent requested, and that you were waiting for an update. Do you have another active service request, or did you reply to our agent Ion?
We look forward to your response so we can determine our next steps. Until then, have a great day!

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/28/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint regarding the continued revoking of full access to Call of Duty Black Ops 6 & Call of Duty Warzone. Microsoft owned company **********/******** continues to erroneously penalize my account without recourse or support to resolve this issue. As of 06/28/2025, I have been temporarily suspended, or placed into "limited matchmaking", for over 10 weeks this calendar year. There has been no wrongdoing on my part. As a consumer, I've spent thousands of dollars on my **********/call of duty account only to have my ability to use the account and enjoy my purchases be placed into a limited state. ********** Blizzard/Microsoft support offers no solution after contacting them. While **********/Microsoft support states there is nothing that can be done, other, more prominent streamers are able to have the limited matchmaking lifted from their accounts. ******************** owned **********/******** refuses to provide support and, I feel as a consumer, encourages deceptive/unfair business practices.
Business Response
Date: 07/04/2025
Dear ******** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account access issues with Call of Duty: Black Ops 6 and Call of Duty: Warzone. We understand how frustrating it can be to experience continued restrictions such as temporary suspensions or limited matchmaking.

Please note that account enforcement actions for Call of Duty titles are managed directly by **********, even though the company is now part of Microsoft. According to *********** official policy, temporary bans and limited matchmaking penalties are not eligible for appeal.

However,if you believe your account was compromised, you may submit a Hacked Account Recovery Request.

To review your account status or submit a support request, please visit *****************************************

Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/28/2025
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.
They randomly nuked skype and the account and app has been sitting on my phone for literal years to the point where I forgot the email and password long ago. I downloaded the new skype app and can't log in. I submitted a request to change my password and Microsoft keeps rejecting my requests. I keep trying to chat with customer service **** to get something done and it won't connect me to anyone. Been waiting an hour in the que even though it says I'm second in line. Someone helped me at some point but they said they would email me a link to reset my password but I never got anything. I'm going to permanently lose access to my skype and Microsoft account that has the contact information of people I held dear to my heart and they don't give a damn!!!
Business Response
Date: 07/04/2025
Dear ***** *********
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request, we regret to inform you there's no further assistance we can provide as we've removed Skype from our services since May 2025. We understand this isn't the resolution you had hoped for, but this is based on our policies and procedures.

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:06/28/2025
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'm writing about an issue with a product return and refund. I returned a Microsoft Surface (Order #**********) using your label. It arrived at your warehouse on June 6, 2025, as shown by tracking number 1ZW8597X9032738834.However, the refund for this return was handled incorrectly. On June 26, 2025, I was told that your warehouse received a return for a different Surface (Order #**********) instead. This is wrong; I still have the computer from Order #********** and never asked to return it.This mistake has caused several problems:- Wrong Refund Card: The refund ($839.80) for Order #********** should have gone to the credit card ending in 7904. Instead, it was sent to my card ending in 5625. This means I still owe money on the 7904 card, and now have extra money on the 5625 card.- Lost Offer: Because of the refund to the 5625 card for Order #**********, I will lose a $175 offer I had on that card for the original purchase.- Warranty Risk: The incorrect refund for Order #**********, which I still own, could cause me to lose its *********** fix these issues, I need two things:- The refund ($839.80) for Order #********** must be correctly sent to the credit card ending in 7904.- I need you to confirm that the $175 merchant offer on the 5625 card will still be valid. If it's not possible to keep the offer, I expect an additional $175 refund to cover this loss caused by your error.- I expect this matter to be resolved quickly. Please let me know you've received this complaint and what steps you're taking to correct these errors.
Business Response
Date: 07/08/2025
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: 07/08/2025

Complaint: 23530940

I am rejecting this response because it doesn't address the complaint.

Sincerely,

******* ****
Business Response
Date: 07/11/2025
Dear ******* ****,

We reviewed your case and found that our agent mistakenly thought your device was purchased from ******. We understand you clarified that this issue is not related to ******. However, please note that we are unable to process refunds for purchases made through third-party retailers. Nonetheless,we remain committed to supporting you with any technical or warranty-related concerns regarding your Surface device.

As the case is ongoing, please continue to work with our customer support team to reach a satisfactory resolution. Your case will remain open while we assist you further.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/11/2025

Complaint: 23530940

I am rejecting this response because my device was not purchased from a third party seller or ******. It was purchased directly from Microsoft and it was the Microsoft billing team that made a mistake. The order that needs to be refunded is 6908967458.
I attached the return slip that was sent to me and that I used. As you can see with the tracking number: 1zw8597x9032738834, it was delivered to the warehouse on June 6, 2025.

Sincerely,

******* ****
Business Response
Date: 07/17/2025
Dear ******* ****,
According to our records, an agent reached out on July 17th,2025 with steps on how to proceed with your refund request. As this matter pertains to a refund order, it must be handled by our Sales Department.
If the steps provided did not resolve your issue, we recommend re-engaging with that email to continue the support interaction. If you did not receive the email, please check your spam or junk folder.
You may also contact the Microsoft Sales and Customer Support team directly through the following channels:
Phone: ************** (U.S. and ****** toll-free)
Online: ****************************************************
Please select Sales & Billing and follow the prompts to speak with a representative.
Please let us know if you need any further assistance.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/17/2025

Complaint: 23530940

I am rejecting this response because your team should be able to escalate my complaint to the right department. I've already done what he's telling me to, calling your sales team, and opening a chat support, but they never solved the issue which is why I opened this complaint in the first place.

Sincerely,

******* ****
Business Response
Date: 07/30/2025
Dear ******* ****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent concern.
We have identified that you're currently in communication with one of our support agents. As part of that ongoing discussion, the agent informed you on July 30 that a chargeback has already been processed and a refund has been issued.
Please note that it may take 35 business days for the funds to appear in your bank account. If the refund does not reflect after this period, we kindly recommend contacting your financial institution directly,as they will be best positioned to assist you further.
We appreciate your patience and understanding. If you have any additional questions, please dont hesitate to let us know.
Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/28/2025
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 being charged ***** for XBox live. I contacted the company and requested a refund. The email associated with the account has not been accessible by me for over 10 years and the only way to cancel the subscription is to use that email.
Business Response
Date: 07/03/2025
Dear ***** ********,

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

Unfortunately, we are unable to cancel subscriptions on your behalf; only the account owner can do so. Please first regain access to your account, then you will be able to cancel the subscription. To recover your account, visit ********************************** and provide the required information to confirm ownership. This is the only way to restore access. You may submit the form up to two times per day and should include any information not previously provided. Once completed, please provide the affected email address and the additional email used in the form. You may also use the following tool to report the issue, stop charges, and request a refund.

Link: *********************************************************************************************************************************************************************

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/27/2025
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.
Approximately 27 days ago, my Microsoft account was compromised and hacked. I have spent thousands of dollars over the years on this account, including purchases for Xbox and other Microsoft services. Upon discovering that I could no longer sign in to Xbox, I immediately attempted to recover my account and noticed that the primary email address had been changed without my authorization, effectively locking me out of my account and all linked ************* is the timeline of events:Day 0: I lost access to my account after noticing the email change and immediately contacted Microsoft Support to initiate recovery.Initial Case (SIR21306082 Account Escalation Request): I waited 11 days with no update before being informed that my case was denied, despite providing all the requested information for identity verification. I.E Xbox gamertag, I.P address, email subjects, email addresses, phone numbers associated with account, ********************** one device I.d , photos of account on **********************, previous passwords Current Case (SIR21374535 Account Escalation Request): After my initial case was denied, I submitted another escalation request. It is currently active, but I have still not regained access to my account after 27 total days without ************* the resolution to this is getting my account back, I didnt realize Microsoft support was this terrible, I have had so many memories on this account and many photos in my one drive itd be a shame to see it gone
Business Response
Date: 07/03/2025
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
Customer Answer
Date: 07/03/2025

Complaint: 23528240

I am rejecting this response because: I have waited 33 days and as said previously I am not waiting any longer what is wrong with Microsoft, I have provided my I.p address and much more information that I am uncomfortable sharing but am doing so to recover access to my account. Its clear that this is my account because the email address I used is my name, and the I.P address should match up. Not only that but on my first case Microsoft confirmed unauthorized access to my account but denied access back because that was not their department. So I am not filling out another recovery form to be told to wait another 7-14 days I will upload more information to the better business bureau. So give me a recovery link. The primary email was changed as stated previously I cannot recover it without help. I want the primary email changed to my account back to ********************* if not I will reject your claims and report you again

Sincerely,

***** *****
Business Response
Date: 07/10/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
We have not identified any submitted online form associated with your request. As we offer multiple support channels, and in accordance with our process and security protocols, we kindly ask that you use the following official link to complete the account recovery form:
?? **********************************
Please ensure that you:
Use exactly the link provided above.
Confirm and enter the correct email address in response to the question: What Microsoft account are you trying to get back into?
Provide all necessary information to verify your ownership of the Microsoft account.
This is the only approved method to regain access. You may submit the form up to two times per day. For the best chance of success, we recommend including details that have not been previously provided.
Once completed, and if the validation is successful, please share a screenshot of the confirmation message so we can continue assisting you further.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/10/2025

Complaint: 23528240

I am rejecting this response because:
so I finally got access back into my account thanks to someone named Alexi at Microsoft, but I am missing some games on the XxFusionshadow gamertag I would like to get those back. He said I should have gotten everything back within 24 hours and if not to re contact him. I did that but I am getting no response and some of my games are missing such as Phasmophobia, Destiny 2 edge of fate premium edition, monopoly plus, doom dark ages premium edition. Its a lot of money so either refund me or give me my games back. I do have receipts if needed, it will take time to get them but theyre in my email

Sincerely,

***** *****
Business Response
Date: 07/16/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding the missing games on your Xbox account following account recovery.

Upon reviewing your Xbox profile, we were able to confirm recent activity on most of the titles you reported as missing. If you are still experiencing issues, we recommend continuing support through your existing service request.

Should you not receive a response or require further assistance, please provide the ticket number associated with your current case so we can investigate further.

We appreciate your patience and look forward to resolving this matter.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/18/2025

Complaint: 23528240

I am rejecting this response because:
Listen here I reported Microsoft for a reason, you have not been professional or nice at all. I got my account back yes but I had to go through absolute pain with your broken support system and sending me off to other people instead of doing your job. Recent activity is not accurate at all I have access to doom the dark ages because of game pass. While I purchased the premium edition which was 100 dollars, I lost access to Phasmophobia, Monopoly plus, and Alien isolation, oh and I had to re purchase a very expensive 100 dollar Destiny 2 dlc Edge of fate, I purchased the 100 dollar version and it disappeared along with my beyond light pack. I really only play Doom the dark ages and Destiny 2 out of those games so I would appreciate a refund on those. Or you could get me my games again. Or you could give me Xbox credit on my account and I can re purchase them theres so many things that could be done. I took screenshots and videos on my Xbox of what is happening please you recovered my account and I sincerely appreciate that, but I just want some of my games back
How does it make sense for me to have an installed game and it says I dont own it and to buy It again in the Microsoft store when you said I had activity on it a while ago. I have receipts as well

also for the absolutely abhorrent support I got 1 month free on gamepass which is pretty terrible considering I lost 100s of dollars in games

Sincerely,

***** *****
Business Response
Date: 07/29/2025
Dear ***** *****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concerns. We sincerely apologize for any inconvenience you experienced after regaining access to your account.

To assist you further with the missing video games and to explore the possibility of a refund or credit if applicable, we have escalated your case to a senior member of our Microsoft Online Store Team. They will conduct a thorough investigation and work with you directly to reach a resolution.

Your new case number is **********.

We appreciate your patience and the opportunity to address this matter.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/29/2025

Complaint: 23528240

I am rejecting this response because: Ok I would appreciate it if I could get a timely response, I will reject this so I can get a solution because cases apparently take 1 month to get any type of solution, from previous experience with Microsoft

Sincerely,

***** *****
Business Response
Date: 08/07/2025
Dear ***** *****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concerns.
We are actively monitoring service request #**********. Please stay attentive to communications from our team, particularly emails from our Tier 3 advocate.
If you have any questions or require further clarification regarding this ticket, feel free to reach out to us at any time.
We appreciate your patience and the opportunity to address this matter.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/07/2025

Complaint: 23528240

I am rejecting this response because: Ok I have been staying attentive, no email has been recieved yet about the hundreds of dollars in games that I lost. I will deny this response again

Sincerely,

***** *****
Business Response
Date: 08/18/2025
Dear ***** *****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau. We sincerely apologize for the delay in our response.
To assist you further regarding the missing video games and to evaluate the possibility of a refund or credit, we have escalated your case to a senior member of our Account and Billing team. They will conduct a thorough investigation and work with you directly to reach a resolution.
Your new case number is **********.
We have confirmed that you were contacted on August 18, and we appreciate your continued patience.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 08/18/2025

Complaint: 23528240

I am rejecting this response because: I will be waiting for a response, I have not recieved any email yet and no resolution has been met with any of my games

Sincerely,

***** *****
Business Response
Date: 08/26/2025
Dear ***** *****,
Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your recent concern.

We confirm that our Tier 3 advocate, *****, has been in contact with you and is actively investigating the matter. You are being kept informed of all relevant updates throughout the process.
We kindly ask that you continue cooperating with our agent to help us reach a timely and satisfactory resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/27/2025

Complaint: 23528240

I am rejecting this response because: so I responded to ***** and I am waiting to receive instructions to validate my account ownership

Sincerely,

***** *****
Business Response
Date: 09/08/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern.

We have reviewed your complaint and the associated service request ***********). Our Tier 3 advocate, *****, has already reached out to you and requested additional details to assist with the investigation. We kindly ask that you continue working with our representative to help facilitate a timely and effective resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/08/2025

Complaint: 23528240

I am rejecting this response because: Hi there, respectfully ***** V is a donkey. So I talked to him gave him many details and he said nothing could be done and that the outcome seemed like it was what was supposed to happen.
He also archived the conversation very quickly so I couldnt respond to him, because he knew I would say something. I literally have provided receipts for some of my games others are too old and I cant go that far back.
(Kevins V reasoning for not being able to return my games)
These are his words verbatim Wed like to clarify that while gamertags can be transferred between accounts, digital game licenses and purchases cannot. This is because all games, downloadable content, and subscriptions are permanently tied to the original Microsoft account where they were purchased. As a result, these items do not appear in your new account, which is expected behavior.
This is a cop out excuse, considering I have games that date back to 2013 and I still have those games. Give me my games back. For example, Alien isolation is missing on my console, but I have it installed weird huh? I thought youd have to have bought the game to have it installed weird huh? But I have older games I.E black ops 2 installed and I still own that. I better be compensated for this because there are lots of games missing. More legal measures will be taken. And some half baked attempt at an apology with 1 month of gamepass ultimate will not suffice

Sincerely,

***** *****
Business Response
Date: 09/18/2025
Dear ***** *****,
Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your recent concern.

After reviewing your associated service request ***********). Our Tier 3 advocate, *****, has already provided a resolution after getting the full details of your concern, I am sharing to you the final resolution provided through this channel too:
We understand that your original account, ********************* was compromised, and as part of the resolution, a Microsoft advocate assisted in transferring your gamertag XxFusionshadow to your newly created account, *******************************************.

Wed like to clarify that while gamertags can be transferred between accounts, digital game licenses and purchases cannot. This is because all games, downloadable content, and subscriptions are permanently tied to the original Microsoft account where they were purchased. As a result, these items do not appear in your new account, which is expected behavior.

Additionally, we attempted to recover the original account ******************** through our validation process recently conducted. Unfortunately, the recovery attempt was unsuccessful, likely due to insufficient or inaccurate information provided during the verification steps. As a result, we are unable to take further action on that account at this time and cannot grant you access to it.

We understand how frustrating this situation can be and appreciate your understanding. We recommend continuing to use your new account moving forward

Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/19/2025

Complaint: 23528240

I am rejecting this response because:
You CANNOT provide a reasonable response, within a reasonable time. Also your response is not accurate as I provided many different details to my account and it still was rejected. Simply Put this is ridiculous. I will list what details I shared again, Xbox one device I.d, I.p address, date of password change, receipts and more. But youre telling me when I provided a receipt I cannot access the game I paid for ???? The excuse that these games were tied to another email (Sagooadrik) is moot because I have other games that were tied to that email and I am still able to access those. Get me my games back or figure out a way to give me a balance so I can re purchase them, if not I will keep denying this claim. You guys are doing business like a bunch of thieves, I will be posting these responses by the way

Sincerely,

***** *****
Initial Complaint
Date:06/27/2025
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.
Title:Microsoft Renewed a Cancelled Subscription, Refused Escalation, and Wasted My Time Summary:Microsoft improperly renewed a subscription I had canceled, refused to escalate when I called support, and continues to waste my time instead of resolving the issue.Details:In early 2025, I created a Microsoft 365 tenant under the name CannaTech Advisory to test the platform. After deciding not to proceed, I turned off auto-renew in the admin center and confirmed with Microsofts AI assistant that no future billing would occur.Then on June 23, 2025, I received a bill for $13.53 (Invoice: G098339788) for a renewal that should not have happened. My payment method was locked, so I havent been charged but I continue to get billing notices and warnings.Earlier this year, I also lost over a month of productivity due to a Microsoft MFA lockout on the same tenant. I couldnt test the services I was paying for, and support never resolved the issue despite escalation **************, I received a call from Microsoft support. I asked multiple times to speak with a supervisor. The *** refused. Instead, I was told to submit more paperwork and wait. That is unacceptable. Ive already taken every reasonable step to cancel and clarify my intent. The call wasted my time and brought no resolution.Ive since created a new tenant (********* Advisory) and am actively paying Microsoft under that account. I have no need for the old tenant but Microsofts internal failures have created billing confusion, wasted my time, and added stress.Requested Resolution:1.Immediately terminate the CannaTech Advisory tenant and all related *************** the $13.53 invoice and stop all billing notices.3.Acknowledge Microsofts process failure and refusal to escalate.4.Confirm no further payment is due and that the tenant is fully closed.Supporting Info: Tenant ID: ************************************ Domain: ********************************************** Invoice: G098339788
Business Response
Date: 07/03/2025
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
Customer Answer
Date: 07/05/2025

Complaint: 23528018

I am rejecting this response because:

While I acknowledge that Microsoft responded and assigned a representative to this matter ********* from Executive Escalations), I do not find their response to be acceptable at this time. The response simply acknowledges the issue and requests information I already provided in my original complaint including the ticket number.

To be clear, I am seeking resolution, not ongoing investigation or deflection to internal processes. Until Microsoft provides a firm commitment to cancel the improperly renewed subscription, void the invoice, and confirm no further action is required, this matter remains unresolved.

I appreciate the BBBs involvement, which has at least generated a reaction from Microsoft, but I will not consider this complaint resolved until Microsoft confirms in writing the closure of the CannaTech Advisory tenant and the cancellation of all billing activity associated with it.

Sincerely,
****** Dougherty
Business Response
Date: 07/14/2025
Dear ****** *********,

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

We have opened a support case on your behalf and escalated it to our Tier 3 support team for review. Following your complaint and recent service request ****************, our records show that ******** from Tier 3 support reached out to you starting on July 3, 2025.

******** contacted you to request previous support case details in order to better understand the situation, as you are still actively working with the team. She also escalated the matter to a technical team to ensure you receive the appropriate assistance.

We note that the team is currently awaiting the amended invoice and has informed you that the subscription has been canceled. ******** and the support engineer continue to work with you on ticket ****************.

We kindly ask for your cooperation and patience throughout this process to ensure the most accurate and effective resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/27/2025
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 been locked out of my Microsoft account for approximately two years due to too many login attempts and a typo in the phone number linked to the account that would help me regain access. I have since created an additional Microsoft account to continue using my Xbox, however I have been charged monthly for a game pass subscription on my previous account for the last two years without being able to access it. I have spoken with Xbox support, filled out countless Microsoft account recovery forms and have either not gotten a response, or have been told I did not provide enough information. I have also spoken to my credit card company and attempted to block the monthly charge as well as get a new credit card with different numbers and they are somehow still charging my new credit card $19.99 monthly. I briefly opened a second subscription under my new account but cancelled it because I was not going to pay for two of the same subscription every month. At this point I would like to be refunded for the amount that I have paid into my subscription while not having access due to a lack of a Microsoft customer support phone number to better help my issue. Additionally I would like to regain access to my old account, as there is information on that account that obviously does not transfer over when you create a new account. I will be willing to provide the rest of the information associated with the old account once I am able to speak to a Microsoft representative. I have also attached a screenshot of the recovery form response I received 9/22/2023 and my most recent response from 6/11/2025. I submitted an additional form on 6/24/2025 and have yet to receive a response. I have also included a photo of the charges from the last 12 months to my card.
Business Response
Date: 07/03/2025
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:06/27/2025
Type:Delivery 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.
My Xbox account was falsely suspended and I cant appeal it since they cant do anything because of the enforcement
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: 07/22/2025
******** We got it resolved

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