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

5,667 total complaints in the last 3 years.
2,347 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:06/23/2025
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.
A few months ago, Microsoft locked my account. I have desperately tried to get it unlocked via the Microsoft unlock form, however, i have had no luck. *** provided lots of information about the account, proving that i own it, however they still will not unlock it. That account has personal things on it in Microsoft, including school work etc. i need it unlocked. I have tried and tried but still no luck. Please help me get this unlocked.
Business Response
Date: 07/02/2025
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. After submitting the form, please provide the affected email address as well as the email address you used to complete the ACSR.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/23/2025
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.
On December 19, 2024, I made a purchase on ****************. I had Microsoft Cashback active, in which I was supposed to ultimately receive cashback from them for the purchase. I even received an email confirmation that the cashback aspect of the transaction was recorded (copy of the email is attached). After waiting the allotted time (by January 18, 2025) I did not see any updates on my cashback account or any cashback in my account. I wrote to them not long after through their support web form and did not get a response back via email until March 4, 2025. In this email, they asked me some questions which I answered, and provided an image of the receipt. I responded the same day (March 4, 2025), and did not receive a response for two weeks. I followed up again on March 19, 2025 and received a response on March 29, 2025 which confirmed they received the information they requested, and that it typically takes 2-3 weeks, although it may take up to 6 weeks to investigate and verify. I followed up with them on May 10, 2025 and informed them that it was now 6 weeks since that message and 9 weeks since I provided the information they requested, and I didnt receive any further communication. I followed up again on May 18, 2025 as I still did not hear back. I also still did not hear back, so I followed up again on June 6, 2025. Only until June 22, 2025 did they finally get back to me 12 weeks since March 29th double the maximum time they told me it would take (and 15 weeks since I sent them the requested information). In this email I was informed the purchase did not meet the criteria, as another cashback service was used. This is false and inaccurate information, as I did not use another cashback service for this purchase. As such, Microsoft is denying me the cashback I rightfully earned on my Lenscrafters purchase.I have provided copies of the email correspondence between Microsoft support and myself.
Business Response
Date: 06/30/2025
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: 07/05/2025

Complaint: 23504621

I have not yet received an update on whether or not this has been resolved satisfactorily.

Sincerely,

***** *******
Business Response
Date: 07/23/2025
Dear ***** *******,
We escalated your support case to our Tier 3 team. On July 23rd, 2025,an agent contacted you to confirm the address linked to your rewards account.Since ****************** is not associated with a Microsoft Rewards/Cashback account, please respond to the email sent, or check your spam folder if you havent received it.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/23/2025

Complaint: 23504621

I am rejecting this response because:
While I did receive an email on July 23, 2025 from Microsoft Customer Support (their name is *********), the email only said that the issue was still under investigation and that no estimated time frame for the resolution could be provided - there was no mention or request to confirm the address linked to your reward account. While my ****** account is linked to ******************* my Microsoft Rewards/Cashback account could be linked to my ********************* address.
The exact text from the email I received on July 23, 2025 is as follows:

Service Request 7080127643

Hi *****,

My name is ********* with?Microsoft Customer Support. I would like to thank you for taking the time to contact us regarding the Cashback Issues that occurred on your Microsoft account.

At this time, the issue you are experiencing is still under investigation with our Microsoft Rewards escalation team.?I am unable to provide an estimated time frame for the resolution; however, I will be sure to keep you updated with any progress on the open investigation.

If any other issues arise, you may contact?Customer Support?and one of our support representatives will be happy to provide you with further assistance.
We sincerely apologize for any inconvenience that you may have experienced and appreciate your understanding and patience while we work to provide a resolution.

Sincerely,

Petronela
Microsoft Customer Support
Working hours: M-F 10AM -7PM EEST
Business Response
Date: 08/04/2025
Dear ***** *******,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your Microsoft Cashback issue.
Weve looked into your case and confirmed that your account is linked to ************************************** appears that a similar issue was already reported on April 4 and resolved on June 20. The reason was listed as Other channel conflict, which usually means that while you started your purchase through Microsoft Cashback, another cashback or coupon service (like Rakuten, TopCashback, or Honey) was activated later and took over the reward.
The good news is that Microsoft Cashback was successfully granted on July 29.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/22/2025
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 my Xbox Live account, which *** had since 2010. Recently, when I attempted to log in, I was prompted to use an alias email associated with my Microsoft account. Upon logging in with that alias, a completely new Xbox account was creatednone of my past purchases, game history, or gamer profile information appeared.Worse, when I tried logging in to my Xbox console using both my original and alias emails, I received errors. The ************************** account now shows a fresh profile, which does not match what is on my console. Im unsure if my original account was hacked, wiped, or mistakenly overridden, but all of my data appears to be gone. This includes over a decades worth of purchases.Ive reached out for help and spent over 4 hours speaking with two different Microsoft/Xbox support teams via chat, but no one has been able to recover my original account or explain what happened. When I added the alias email to my Microsoft account, the system stated it would be reflected across all Microsoft servicesincluding Xbox. It clearly has not.
Business Response
Date: 06/30/2025
Dear ***** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding issues with your Xbox account. We have contacted a senior member of our Accounts Support Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7080130609.
We will monitor your support case through resolution.

Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/09/2025
No one reached out to me about my case. They responded with a ticket number saying someone will reach out to me, but I havent heard anything from them.
Business Response
Date: 07/18/2025
Dear ***** ******,
Thank you for your response. Upon reviewing your previous support case (**********) we see that our advocate attempted to contact you by phone but was unable to reach you.
The account is unrecoverable due to security proofs being changed. We have suspended the account to prevent further abuse by the attacker.
We encourage you to create a new account at **************************************************
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/18/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because: that doesnt explain all the digital games that I bought. Where did that go? Will I be able to receive it back? And I didnt receive a call, I have no voicemail or missed calls from Microsoft. If my account has been hacked when will I receive my digital downloads that I spent 100s of dollars on?

Sincerely,

***** ******
Business Response
Date: 07/30/2025
Dear ***** ******,
Thank you for your response. If you have a console associated with your old account, we may be able to validate you as the account owner and assist with moving your digital content to a new account. We have created a new support case number for you: **********. Please confirm that the phone number and email provided in this complaint are accurate as this is the only method the advocate has to reach you.
In order to speed the process, we recommend you submit an account recovery form here: **********************************
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation

Customer Answer
Date: 08/03/2025

Better Business Bureau:

hello,
I havent received a call back or email yet but my information is correct and I have filled out the link. Looking forward to a response from Microsoft representative.

Sincerely,

***** ******
Customer Answer
Date: 08/21/2025
Apparently my XBOX live account that I have had since 2017 was hacked according to Xbox. In an attempt to recover my account they have suspended it and told me I no longer have access to any of the digital games that I have purchased throughout the years. I asked if its possible to transfer my licenses to my games to a new account since its still registered to my device. No response. This makes no sense, so essentially the hacker has won? I as the customer get hacked and yet I lose EVERYTHING? All the money I have poured into Xbox and Microsoft, everything is now disappeared? There should be a better process for this. Its not right or fair that I lose hundreds of dollars due to your lack of security. And no response to my question about shifting everything to a new account. Just like that, years down the drain. This gives no faith in future purchases if you can lose money that easily.
Business Response
Date: 09/04/2025
Dear ***** ******,
Thank you for your response. As mentioned in our previous correspondence, if you have a console associated with your old account, we may be able to validate you as the account owner and assist with moving your digital content to a new account.
We are happy to create another support case for you. However, we ask that you please confirm that the phone number and email provided in this complaint are accurate as this is the only method the advocate has to reach you.
When support reaches out, you will be asked to submit a current online account recovery form. In order to speed the process, we recommend you submit an account recovery form here: **********************************. It does not appear that you've submitted the account recovery form yet.
We look forward to your response.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/04/2025

Complaint: *****************************************************************************************************************************************************

I have done everything that was already mentioned in this response over three times and no one is helping me. I have spoken to a representative and they were not helpful. I have filled out the account recovery form 3x and provided my device number several times. My information to contact me is correct, they told me to provide another email. Which I did: ******************** My phone number once again is correct: **********. Its getting frustrating that Im following the required steps several times over with no direct help. All they did was tell me my account was hacked, they closed it down and never followed up on my digital games. I have emailed several times asking what are next steps for recovery of my games that I spent hundreds on. And Ive been ignored. Can someone please help,Ive been more than patient. This is now going on 4 months.

Sincerely,

***** ******
Business Response
Date: 09/16/2025
Dear ***** ******,
Thank you for your response. Your new support case number is **********. Please note that the advocate will need to validate you as the account owner before they can provide you access to it. They might ask you information you've already provided but please work with them toward a resolution.
We will monitor your support case.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/22/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because: no one is actually helping me. All they did was copy and paste the exact same response from last month. No one is addressing my questions or concerns and no one can tell me whether they can transfer my GAME LICENSES that I purchased onto another account. All they refer to is OneDrive or Minecraft, both of which I do not have associated to this account. Im highly disappointed in Microsoft and their customer service. I understand someone hacked my account and they had to suspend it. But what happens to my gaming licenses on my device that I can no longer play due to the suspension of this account? Hundreds of dollars just wasted? I cant even receive a log of the games I purchased so I can see if I can recover it? From this end it seems like the hacker has won, and me a faithful customer since ********************************************** purchasing anymore games with Xbox if it can be that easy to lose due to your faulty security. Funny I was thinking of purchasing the new Xbox Rog Ally but now I will take my money elsewhere. I have little to no faith in this company anymore when it comes to gaming.

Sincerely,

***** ******
Business Response
Date: 09/29/2025
Dear ***** ******,
Thank you for your response. They game licenses cannot be transferred to another account unless we are able to verify you as the rightful owner of the account in question. We have created another support request ***********). One of our advocates will reach out to you and request information to validate you as the owner of the account. If you do not provide enough correct information to verify yourself and the rightful owner of the account, we are unable to move forward toward moving game licenses to a different MSA.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 09/29/2025

Complaint: *****************************************************************************************************************************************************

Thank you, I hope someone actually calls me or asks me for verification. No one has done that yet, Im prepared to show proof of my account. Is it possible to receive a phone call?
**********

Sincerely,

***** ******
Initial Complaint
Date:06/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Xbox/Microsoft account was hacked over a year ago. The hacker added their own two-factor authentication (2FA) and as a result, I have been completely locked out of my account.Ive tried ********************* account recovery form multiple times, but it fails because I no longer have access to the old card numbers tied to the account they were canceled after the hack. I even found one old card number, but the form doesnt allow me to input the correct expiration date due to a system limitation (it expired before 2024). Microsofts customer support agents have repeatedly told me there is nothing else they can do and referred me back to the same form that keeps failing.I created this account when I was 8 years old. Im now 20. Thats over 10 years of purchases, digital game licenses, progress, achievements, and personal history that are now completely inaccessible. I can prove ownership through things like my original gamertag (RAGINGtryhards), a screen recording from 2018 of me stating my gamertag, and Im more than willing to provide a government-issued ID, console serial numbers, or any additional verification ******************** *********** requesting that Microsoft escalate this issue to the Account Recovery Escalation Team or Account Safety Team for a manual review. I am the rightful owner of this account and should not be permanently locked out just because the hacker altered my recovery options. I want my account ************************* and migrated to a secure email address that I control.Please help me resolve this.Sincerely,****** ***** ********************* ************** Gamertag: RAGINGtryhards
Business Response
Date: 07/01/2025
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: 23504138

I am rejecting this response because: I have tried this form multiple times and I do not have access to a lot of the information anymore. One of the things I do have is an old card number that expired in 2021, the form will only let me go back as far as 2024. There is no possible way that I cant have a human verify my identity, a human isnt as subject to computerized technical verification problems. If i can provide government issued ID I dont see how thats not dead proof that I am the rightful owner of this account.

Sincerely,

****** *****
Business Response
Date: 07/09/2025
Dear ****** *****,

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

We understand that you may have already completed the Account Self-Recovery (ACSR) form in the past. However, this remains the only method available to regain access to your Microsoft account, and unfortunately, we are unable to offer an alternative recovery option. Also, we did not see any ACSR form linked to your account.

To proceed, please visit the following secure link: **********************************
There, you can provide the necessary information to verify that you are the rightful owner of the account.

You can submit the form up to two times each day. We suggest including any additional details that may not have been shared in earlier submissions, as this can help improve your chances of a successful recovery. If you submit the form and the system verifies you as the account owner, but you still have trouble accessing your account, please provide the affected email address linked to the account and the email address you used to complete the form.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/22/2025
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.
Im trying to recover my Xbox account, which Ive had for over 10 years. I still have access to the Microsoft email and password, and the gamertag is still publicly searchable. However, whenever I try to sign into Xbox Live, I receive a message stating, We cant sign you in because your account has been suspended from Xbox Live.When I go to the Xbox Enforcement website, it shows zero strikes, no active or past bans, and no option to appeal. I contacted Xbox Support, and the representative confirmed they could not access any enforcement history or submit a review request. I was told there is nothing they can do other than wait, even though I am locked out of Xbox Live and no one can tell me ****** requesting a manual review or executive review of the accounts enforcement status so I can either regain access or at least be informed of the specific reason and whether it is permanent. This account holds over a decade of history and purchases, and Im asking for fair reconsideration.
Business Response
Date: 06/30/2025
Dear **** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your issues accessing your Xbox account.
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.
We do not see any enforcement action against the GamerTag you provided. You should be able to regain access to your account through standard support channels, which is the link above.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 06/30/2025

Complaint: 23503913

"I am rejecting this response because: Id like to clarify, because the issue is being misunderstood. I am not locked out of my Microsoft account I can log in to it just fine. The problem is specific to my Xbox **** gamertag: vBLACKxSNIPERv. Whenever I try to sign in at ************************** or use Xbox **** services, I receive the following message:We cant sign you in because your account has been suspended from Xbox ****.
However, when I check the Xbox Enforcement page, it shows:
0 out of 8 strikes
No enforcement history
No option to appeal
This means I have no way to resolve or even understand the reason for this suspension through normal support or enforcement tools.
I am requesting that this issue be escalated to the Xbox Enforcement or Policy Team so they can manually review the account status and determine whether this is a legacy enforcement case not showing in the current system. Again, I am able to access my Microsoft account this is not an account recovery issue. It is an unresolved Xbox **** suspension on the gamertag vBLACKxSNIPERv" I would appreciate a manual review or at least confirmation of the cause and permanence of this block.

Sincerly,

**** ******

Business Response
Date: 07/09/2025
Dear **** ******,
Thank you for your response. We reached out to the Xbox Enforcement Team on your behalf and they have responded below.
This account was suspended for engaging in cheating. Cheating encompasses a number of situations, including, but not limited to:
Involvement with modified (modded) games or gametypes such as modded lobbies, mod menus, mod infections, or other unauthorized modifications
Involvement with modified Xbox hardware
Intentionally playing with someone who is using unauthorized software or methods
Using unauthorized software to make changes to your account or game saves
Unlocking achievements, prestige level, in-game ranks, or other content you didnt actually earn
Repeatedly using a game glitch or vulnerability to gain an unfair competitive advantage
Interfering with or manipulating your device's network traffic
Abusing the player reporting (complaint) system by filing or encouraging your friends to file false or redundant complaints or feedback

Cheating disrupts the game for other players, and diminishes their hard work and dedication. Xbox Live should be fun and safe for everyone and cheating results in an unfair and unenjoyable experience. To ensure that players continue to have a positive experience, we cannot allow cheating in any form.

For more information on why we care about Cheating and Gamerscore Modding, please refer to our Stay Safe page on the topic! (**************************************************************************************************************************************************).

To learn about the length of your current suspension, please visit our website (****************************************************************************************************).

Going forward, please keep in mind that especially bad or repeated violations of Microsofts Community Standards for Xbox may lead to additional action, including permanent account suspensions or device bans.
Thank you,

-The Gaming Safety Team
Customer Answer
Date: 07/09/2025

Complaint: 23503913

I am rejecting this response because: I appreciate the time taken to investigate but I do not recall doing anything that would warrant a permanent ban, and my enforcement page shows no active strikes or detailed reasoning. This account has been with me for many years tied with personal memories and financial invesments. It's possible that my account was accessed/hacked without my knowledge. I didn't recieve any warnings ore reports at the time. I've also never received any evidence or explanation for what triggered the enforcement. I'm not trying to evade responsibility, if something did happen under my account I would like to understand it and ensure it never happens again. I respectfully ask that someone manually review my case, as I believe this may have been an error or result of unauthorized access.

Sincerely,

**** ******
Initial Complaint
Date:06/22/2025
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.
Besides loosing entire set of data previously. Now unable to access any of my extensive Notebooks via Mac OneNote.Unable to re-add OneNote Notebooks to Mac OneNote after it froze and had a sync error banner; other notebooks were still accessible until logging out and back in at which point everything was gone and unable to restore after over 3 hours of troubleshooting with AppleCare, Microsoft support chat multiple times. Attached first chat with Microsoft support. 2nd attempt in progress, but this is unacceptable as I was asked to end the previous chat and I have been on hold essentially in this chat for a very long time to the point I was able to accomplish this complaint.I am requesting a refund on my payments and a damages amount until this issue is resolved. Please issue the refunds monthly. Continued perceived refusal of resolution service will induce a minimum of $100,000 if extended past 15 days. Time is of the essence regarding this matter.
Business Response
Date: 06/30/2025
Dear **** *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our technical support to investigate this matter and work with you directly toward a resolution. Your new case number is 7080166343.

We will monitor your support case through resolution.

Sincerely,

Microsoft Corporation
Initial Complaint
Date:06/21/2025
Type:Billing 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.
Denial of access to paid services (Microsoft 365) and failure to provide account recovery support despite verified ownership
Business Response
Date: 07/09/2025
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 7080951524.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/10/2025

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:06/21/2025
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.
Called extended warranty to repair/exchange Xbox x controller that came with the system. Advised that system did not have a controller associated with it when they showed that it should have, advised to call Microsoft, Microsoft offered to exchange controller with a limited edition after failing to contact me for a month. They sent a regular Xbox one controller to replace my Xbox x controller and told me that the limited edition controllers were out of stock. I asked if they could just send a regular Xbox x controller and was told they were also out of stock and he could not give me a lead time on when they would be in stock.
Business Response
Date: 06/30/2025
Dear Reuben Butler,

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 Customer Service 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 7080112172.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23501350, I will update after contact as the resolution provided was to acknowledge a phone call or email.
I am currently awaiting contact via email or by phone after 4 PM MST

Sincerely,

Reuben Butler
Customer Answer
Date: 07/09/2025
The business has not contacted me me with a resolution. Please advis next steps.
Business Response
Date: 07/11/2025
Dear ****** ******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your recent experience with your Xbox Series X controller replacement.
Weve reviewed your case and understand that you were sent a standard Xbox One controller instead of the limited edition controller that was initially discussed. When you requested a standard Xbox Series X controller,you were informed that it was out of stock and no estimated restock date could be provided.
To help resolve this matter, we will be adding credit to your Microsoft account equivalent to the value of a brand-new Xbox controller. Please note that limited edition controllers may not be sold separately and/or may be out of stock at the time of your request.
We remain committed to supporting you and ensuring a satisfactory resolution. If you have any further questions or concerns, please dont hesitate to reach out.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/11/2025

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:06/21/2025
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 got terminated on my xbox account. I find it unacceptable that I lost thousands of dollars with no remorse. Honestly feels like theft. I told the support team that I got hacked and someone put a bunch of gamer score on it. I even tried to contact the support before hand asking why i had so much gamerscore. its been almost 700 days and I'm still mad about what happened. even if its impossible for you guys to do anything all I wish for is for you guys to at least let me be able to get online in games. I lost so much money because I cant do so. with the cross progression and everything so I cant even use the stuff I spent my SAVINGS ON. I just feel like this is too much of a punishment against me for something I didn't even do. Im honestly disappointed because I loved xbox more then anything else just to get basically robbed for something I didnt do. Please I beg of you to at least think about this. My xbox username is idc man frfr. again please just look into it and give me a 2nd try because thousands of dollars gone like that Is outrageous to me.
Business Response
Date: 06/30/2025
Dear ***** *****,

Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. After reviewing your complaint, we have determined that only the Xbox enforcement team can resolve this issue. Please contact them directly using the following link for 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: 06/30/2025
They Instantly denied my appeal even though I didnt do anything. before I got banned I contacted support for help and received nothing. This is insane that I cant get not even a 2nd chance for my account for something i didnt do and you guys just get to run away with my money. You guys need to change how you run things this is wrong. supports supposed to help not tell me nothing and I get punished. Makes it even worse I cant even speak to your enforcement team to talk about my ban since I literally tried to request help DAYS before it happened. Come on how is this in anyway fair???
Initial Complaint
Date:06/20/2025
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 sold my Xbox to help get money to fix my car back in may, I still had access to my account via the ********************** app on my cellular device. Within the time frame of me selling my Xbox and now the app must have updated and logged me out triggering an old 2 factor authentication that is tied to an old cell phone I no longer use. Ive provided every bit of information I can including past credit cards birthdates time of purchases Xbox id numbers and still no luck getting into my account. Ive spent well over $1500 in my account Im a loyal 12+ year customer and Ive been told Im basically s.o.L when it comes to my account when year after year I play the same game and have a following built up. I either want my account access back or refunded for the money and games or just give me access to my games
Business Response
Date: 06/30/2025
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

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