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 Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  Microsoft

  10222 Mci Dr N Pinellas Park, FL 33782-6102

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  4643 S Ulster St Ste 700 Denver, CO 80237-2865

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:10/10/2025

  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 own 4 Minecraft Accounts and I can no longer access even a single one of them. When Microsoft bought ********* and forced its players to migrate their Minecraft accounts to ******************** accounts, I had 3 Minecraft accounts. When migration occurred, I was able to migrate 1 of them, and lost the other two. I took this loss on the chin, and got over it. However, a year or so later, I logged into that same Microsoft account, and it said I no longer owned *********. After dealing with Microsoft support for days, not getting any help from them because they're borderline impossible to get into contact with, I gave up and bought a new Minecraft account on a new ******************** ********** order to do this, I was forced to make an Xbox account, even though I've never owned an Xbox, and otherwise have no need for an Xbox account. After making the Xbox account, and buying Minecraft on it, as per instruction, I linked it to my Microsoft account, again, as per instruction, I discovered that my Microsoft account itself had already created its own Xbox account when I made the Microsoft account. Effectively, my Microsoft account was linked to two Xbox accounts, one of which owns Minecraft, and the other of which does not. This occurred 2-3 years ago. Despite this issue, at the time, I somehow found a way to get the old Minecraft launcher to use the correct Xbox account, so it wasn't an issue.However, recently, I went to log in and play Minecraft with my wife, only to find that the Launcher is slightly different now, and that when I log into my Microsoft account to play Minecraft, it ONLY uses the Xbox account that DOESN'T own Minecraft, and won't let me use the Xbox account that DOES own Minecraft. All online sources say that it's impossible for two Xbox accounts to be linked to one Microsoft account, but it happened, and I'm positive I'm not misinterpreting the situation, so stop lying to everyone about that, please. Their customer support is also designed to be impossible to use.

  Business Response

  Date: 10/16/2025

  Dear Daniel *******,

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

  It isn't possible to have 2 different Xbox accounts linked to one ******************** account and i wasn't able to find anything on this account attached to your complaint "********************************"

  -Please provide me with the other account's Aliases you have to be able to investigate further.

  I will wait for your reply.

  Sincerely, 
  Microsoft Corporation 

• Initial Complaint

  Date:10/10/2025

  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 recently changed my email address for my Microsoft account. Since doing it, I can't log into my Office Home account, as it doesn't recognize my email address. I can't get verification codes to my email or phone to log in anywhere else. I can't contact support because I can't log in. I have paid products I can't access.

  Business Response

  Date: 10/16/2025

  Dear ******* ****,    
  

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

  We are unable to find any issues on the account you attached in the complaint **************** or locate a service request associated with the information provided in your claim.

  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?? 

  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance. 
  

  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 24001590
  
  I am rejecting this response because: There are multiple service request. In fact their agent remote connected to my computer and couldnt fix it. He even created a new email under my name I did not want. ******************* I have since deleted that but the issue remains. You can pass this to the executive team at Microsoft. They always look for reasons to not help. 
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:10/10/2025

  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 purchased the video-game, "Minecraft" for $20 in June of 2011.On September 19th, 2023, the company "Mojang" (creators of Minecraft) permanently disallowed me from accessing my account.During the months leading up to September 19th, 2023, I was in communication with the company, and was attempting to verify my ownership of my account.They did not verify my ownership of my account even though I knew (and still know) the Username, Password, Address of Registration, Date of Purchase, Date of Birth, and Email Address associated with my account.

  Business Response

  Date: 10/16/2025

  Dear **** ******,

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

  I didn't find any issues on your Microsoft account. So please provide more details, Is the issue regarding only Minecraft or your Microsoft account also? to determine if we can assist you further.

  If the issue is regarding Minecraft only, you will need to get back to Mojang for this matter.

  I will wait for your reply to assist you.

  Sincerely, 
  Microsoft Corporation 

  Customer Answer

  Date: 10/16/2025

   
  Complaint: 24001345
  
  I am rejecting this response because:
  I would have filed a complaint with ******, but they are a **************** and therefore they cannot be contacted through Better Business Bureau (which is US and ****** only). So my only option is to go through Microsoft (owners of Mojang).
  
  I purchased Minecraft in 2011. On September 19th, 2023, Mojang (creators of Minecraft) permanently disallowed me from accessing my account. They did not delete my account, they only took away my ability to access my account.
  During the months leading up to September 19th, 2023, I was in communication with the company, and was attempting to verify my ownership of my account. They did not verify my ownership of my account even though I knew (and still know) the following information which is associated with my Minecraft account:
  -Username
  -Password
  -Address of Registration
  -Date of Purchase
  -Date of Birth
  -Email Address
  
  I would like to have access to my Minecraft account returned to me.
  For a more in-depth explanation of how my Minecraft account was stolen from me, I'm including a link to a video that I made which details my experience: *******************************************
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 10/22/2025

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

  Thank you for your reply. I wanted to clarify that Microsoft Support and Mahjong Support are two separate channels.
  

  To ensure you receive the most accurate assistance for your issue, please contact the Microsoft Mahjong-specific support team. They are dedicated to handling all inquiries related to the Mahjong game, including troubleshooting, gameplay, and technical concerns.
  

  You can access Mahjong/Minecraft Support through ***********************************

  Sincerely,  
  Microsoft Corporation 

  Customer Answer

  Date: 10/22/2025

   
  Complaint: 24001345
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:10/10/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microsoft Corporation should be held accountable for their actions. Recently I had an issue with my password not working. I then tried to change my password and began the unending battle to do that which resulted in being locked out of my account and needed to wait 24 hours. More than 24 hours later I tried again with same results. 2 days later same thing happens. There is no chat line, no email address and no phone number except the one which refers back to online by an automated voice and no prompts for further help. Even tried to complete their account recovery form with same. No way to contact them and no helpful tools at all should be no longer tolerated just because they are a big company. Compensation? How much is my time worth?

  Business Response

  Date: 10/13/2025

  Dear ******** ********,    
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding you password issue. We are unable to verify your account or locate a service request associated with the information provided in your claim.  Please provide the Microsoft Account email address associated with the account is question.  
  
  If you have an existing service request for this issue, please update your claim with that number and we will be happy to help.?? 
  
  If you have not yet contacted support about this issue, please visit ************************************************ to receive assistance via chat support. 
  
  Sincerely, 
  
  Microsoft Corporation 
  
  

• Initial Complaint

  Date:10/10/2025

  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 have had Xbox game pass for years. I received a message saying that they are uping the prices starting Nov 1. I was fine with that but then I received a charge on my bank account for $19.99 on the 6th of October and another pending to come out again on Oct 15th. I have tried to call multiple times only to wait on hold then be hung up on. I was hung up on 3 different times. With no resolution to my issues. I need a person, a manager who can help me solve this issue to call me back. The other **** seem to not want to do their jobs and hang up on me. Otherwise I want a refund of all of my money.

  Business Response

  Date: 10/10/2025

  Dear ***** ****,   
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding unrecognized charges from Microsoft. 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 **********.  
  
  Your case has been assigned to an advocate. They will reach out to you within the next ***** hours. We will monitor the support case through resolution.  
   
  Sincerely, 
  
  Microsoft Corporation
  

• Initial Complaint

  Date:10/10/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to sign up for Microsoft365 trial and after entering all my information including payment and an error arose. I logged in to the support admin center and my account shows unlicensed. I need help fixing this and for weeks I have been emailing and calling support and can't get to a support person to help with my account. The phone recording hangs up and directs me to a website where I still can't get support. No matter how I try to get to support, it is impossible, I have tried every single method. There is NO article published that will help with my issue. There is no text optioni - just a phone number that gives me the runaround. I've emailed support and they do not respond. I need help with this and can't get it.

  Business Response

  Date: 10/20/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft 365 trial subscription.

  Im sorry to hear youre experiencing issues with your Azure subscriptions. To resolve this, please raise a support request through the Microsoft 365 Portal by logging in with the account associated with your subscription:

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

  You can create and manage requests in the ****************************************. Log in with your Microsoft business account and follow the instructions in the article above to navigate to Help + Support options.

  If you are unable to reach online support through your M365 Portal, you can use phone support. Find Microsoft 365 for Business support phone numbers by country or region here:
  ************************************************************************************************************************

  When calling, please provide the following responses to the automated prompts:

  Are you a home or business user? Business
  What can I help you with today? Invoice
  Which product are you calling about today? M365
  Have you tried accessing the admin center to resolve your question? Yes
  Are you using a home version of Microsoft 365 such as Home or Student? No
  You will then be connected to a Microsoft agent for assistance.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/21/2025

   
  Complaint: 23998749
  
  I am rejecting this response because none of the methods work.  I have tried all of these over and over again for a month.  I have attached a screenshot of this, please look at it.

  Either delete the limbo account and let me start over (I'm not sure I want the product after this but will think about it if what I am experiencing now is the way Microsoft functions-failure)

  OR

  have someone call me ************

  OR

  somebody put in a ticket for me since the methods you provided DO NOT work.

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

  Business Response

  Date: 10/27/2025

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

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft 365 trial subscription.

  Since this is a business account, only you can delete it.

  You have several options to get assistance:

  1. Request a Call from Microsoft Support
  Visit: **********************************************************

  2. Call Microsoft 365 for Business Support
  Find phone numbers by country or region here: ************************************************************************************************************************

  When calling, please provide the following responses to the automated prompts:
  Are you a home or business user? Business
  What can I help you with today? Invoice
  Which product are you calling about today? M365
  Have you tried accessing the admin center to resolve your question? Yes
  Are you using a home version of Microsoft 365 such as Home or Student? No
  You will then be connected to a Microsoft agent for assistance.

  3. Create a Support Ticket Online
  You can create and manage requests in ****************************************, as explained in this article:
  Log in to your Microsoft business account and follow the instructions in the article to navigate to Help + Support options.

  Please follow these steps to receive the help you need from our business support team.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 10/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/10/2025

  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 am filing this complaint because Microsoft Outlook failed to protect my account and did not alert me of multiple unauthorized sign-ins that led to a serious identity and data ********* October 8th 2025, my Outlook account was accessed by an unknown party. Those credentials were then used to reset passwords for other connected accounts, including my phone provider **** (******) and financial institutions. The attacker obtained sensitive information and was able to access to my LinkedIn, Instagram, and ******* among others.Outlook never notified me of these suspicious logins, even though they originated from unusual locations and devices. This failure to warn me in time directly enabled further compromise of my personal and financial data.I lost control of several accounts, my eSIM was transferred to an unknown iPhone, and my privacy and professional image were harmed. Microsofts lack of proactive alerts and limited support made recovery extremely difficult and stressful.I request: A full investigation and written explanation of why Outlook did not alert me of suspicious access. Access logs for unauthorized sign-ins. $5,000 in compensation for time lost, emotional distress, and reputational harm. Two years of identity protection and credit monitoring at Microsofts expense.I have evidence of unauthorized access and communications with support and am willing to share this documentation with the BBB and Microsoft.

  Business Response

  Date: 10/24/2025

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

  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account security concern.

  After reviewing your claim, we were unable to verify the information provided. Our records show that your security information on the account remains unchanged. Additionally, there are no orders associated with your Microsoft account on or after October 8, and no payment card is added to the account. This information is only visible to you if a card was added, but in this case, it was not.

  Please note that the screenshots you provided do not appear to be related to Microsoft. If you are experiencing unknown charge attempts, we recommend contacting your bank or the companies initiating those charges.

  Since we did not find any prior interaction with our support team regarding this issue, please visit ************************************************ to receive assistance via chat support. Our team can help you secure your Microsoft account if needed.

  No compensation will be provided in this case.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:10/10/2025

  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.

  I purchased a 4th Xbox series X controller on 1/8/2025 within a year and a half due to the same issue that is known with these controllers its called stick drift. Every couple of months the part of the controller called a potentiometer which controlls stick movement seems to degrade and what happens is the controller input into the system makes whatever you are controlling in game move by itself. This makes the controller basically unusable especially in FPS games. To my knowledge A class-action lawsuit was filed in April 2020 alleging that various Xbox One and Elite controllers had a design flaw, specifically in the joystick's potentiometer, causing "stick drift" and incorrect inputs. Microsoft argued that users agreed to an arbitration clause in their Services Agreement, leading the case to be moved from public court to private arbitration in 2021. Instead of buying a new controller I decided to go through the warranty option. I sent the controller in a box protected by bubble wrap to the repair center using the shipping label provided to me. A few weeks go by and the only status update that I can see on my end is stuck at the "Send us your device" phase. I spent hours on the phone and nobody knew what was going on. Eventually the controller was sent back to me in a plastic bag similar to the ones ****** uses to deliver small items in. No protection insulation or anything. After a few more phone calls to Microsoft totaling multiple hours I got an email from Microsoft saying that the serial numbers did not match and they couldn't repair my device. By this time my warranty ran out. I have proof that the serial numbers matched the service order. Fast forward to last week and about 3 more hours on the phone Microsoft realized they screwed up and they want me to send the controller back to them which is out of the question. I absolutely am not satisfied with this especially the way they returned it and do not want to go through that process again.

  Business Response

  Date: 10/15/2025

  Dear ****** ********,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Xbox controller repair/replacement order.

  As per the information on our system, the order is completed, and you have already received the replacement controller from us.

  If you have any questions or need further assistance, please let us know and we will reply to you as soon as possible.

  Sincerely,  
  Microsoft Corporation 

  Customer Answer

  Date: 10/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:10/10/2025

  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.

  Our business signed up for a Business 365 account on Aug 14th of this year. Support was great and the admin hub was easy to use. I am the global admin for the company and last week I tried signing in and got an error message saying account not recognised. Ive tried to take very avenue available to access my account and nothing has worked. Ive called the support lines and have yet to talk to an actual human. The AI agent will go through a standard set of questions before saying that it will connect me to an agent. I will sit on hold for ***** min and right when it sounds like someone is taking my call it drops and disconnects. I am still being invoiced every month and will have to cancel my credit card if there is no resolution on this issue.

  Business Response

  Date: 10/14/2025

  Dear **** ********,       
  

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

  We have contacted a senior member of our business Support 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:10/09/2025

  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.

  For the last year or so, Microsoft and Microsoft Rewards has been using AI to wrongfully suspend and ban Rewards members because of "unusual search activity". After not having the notifiction on my account for a couple of weeks, I received the warning almost immediately after buying $90 worth of games and earning about ***** worth of points from legitimate orders. I believe that Microsoft's AI wrongfully detected these points as accumulated by searches and has made moves attempting to prevent me from redeeming rightfully and correct purchases from the Xbox Store. This complaint is to have the false unusual activity warning immediately removed from my Microsoft Account and to form some sort of live support team as there is not one in existence to help other members and myself who have encountered similar experiences.

  Business Response

  Date: 10/10/2025

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

  
  Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your concerns with Bing Rewards.

  
  If you are experiencing issues with your Rewards account, including search-related warnings or redemption problems, we recommend reviewing the following support article for guidance:
   **************************************************************************************************************************************************

  
  For direct assistance from the ************************ team, you may submit a support request using the link below:

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

  
  We appreciate your continued engagement with Microsoft Rewards and are here to support you.

  
  Sincerely,
  Microsoft Corporation

  
  

  Customer Answer

  Date: 10/10/2025

   
  Complaint: 23997080
  
  I am rejecting this response because: this is an automated response and there is nothing on the page to help legitimate rewards members who are falsely placed into restrictive mode by the ** system. The ** system needs to be disbanded and replaced with a human review team.
  
  Sincerely,
  
  ****** ******