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:06/20/2025
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 wrong game, Sword art ****** "last Recollection" and played it for a total of 41 mins before realizing it wasn't Sword Art ****** "Fatal Bullet". Xbox denied the refund saying I played the game for too long. I think this is unfair and should be refunded or given a credit of same amount.
Business Response
Date: 06/27/2025
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..

Sincerely,

Microsoft Corporation
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.
My Micorsoft account got hacked and i just want it back.The account was Linked to an Xbox account with an ongoing game pass ultimate. The Xbox account also got hacked so i dont have any Information about it anymore, exept some games i last Played on it and which games i bought myself. The name of the Xbox Account is/was GhostPepper.
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 7080538287.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/20/2025
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.
My company is currently subscribed to Microsoft Office 365. We have maintained this subscription for several years already. Recently Microsoft decided to change the way that they bill these services making the service a prepaid service rather than post paid. In the course of doing that they have locked businesses into a 12 month commitment payable monthly. Microsoft like several other companies have shown their disinterest to help and assist struggling businesses by making their subscriptions almost impossible to maintain if you need more time to pay and make it incredibly impossible to speak to someone who can actually help you. They have also been inconsistent with their policy on grace ****** expressing that they allow 7 days after due date to make payment however, they disable customer accounts after 4 days. When you attempt to speak to an agent all you get is someone reading a screen who then continues to express the need for you to steal the money to pay them. Microsoft has a sub par product and has caused my business hundreds of dollars over the last several months with some of these actions. My complaint today deals with the deception and the dishonesty by Microsoft. Our services once again has been disrupted when we have not even yet reached the end of the grace ******. Our inability to receive emails hinders our ability to pay our bills and do what we do. Microsoft needs to STOP this and implement a more client friendly system and stop the GREED. Keep customers by treating them with integrity and respect.
Business Response
Date: 06/27/2025
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: 06/28/2025

Complaint: 23495197

I am rejecting this response because: When ** sends out these resolutions they are sent out to people who cannot truly assist. These individuals are people usually in a foreign country that reads a script off a screen and has little understanding for what can be done. It generally results in phone tag and a complete waste of my time. I am will to speak to ** if they can assure the agent that i will speak to is someone truly with an ability to assist in resolving this matter or if the person actually is part of the on shore team. This is not the first time that I have been through this. The last time this occurred, our services were disconnected for 4 days and we lost a tremendous amount of business opportunity as a result. I will mark this matter as resolved ONLY if I am able to speak to someone respectfully who has the POWER and authority to make changes to systems and accounts and apply credit and not play with words or so-called rules that are implemented.

Sincerely,

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

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

We opened a support case on your behalf and routed it to our Tier 3 support team for further review. Based on your complaint and the recent service requests #********** and #****************, our records show that ******** from Tier 3 has been in contact with you since June 30, 2025.

******** has been actively following up on this matter, especially since you are also working with our Microsoft 365 Support team. On July 11, 2025, you had a phone call with one of our support engineers, during which you expressed that you did not wish to share any information. As ******* previously explained, without your cooperation, our support teams are unable to proceed with resolving the issue then they will close the escalation from their end.

We strongly recommend re-engaging by replying to the last email you received so we can continue assisting you.

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/11/2025

Complaint: 23495197

I am rejecting this response because: Microsoft has absolutely FAILED as an organization to provide an effective and acceptable response here are the facts:
Regarding the phone call received:
During that call the agent who was assigned to address the issue was just another support agent with a title. As previous experiences with Microsoft have proven, these agents are people without the authority to affect any changes or address any issues in real time. As a matter of fact back in December when a similar instance occurred, because the agents are given a scripted dialogue to use when addressing the issues, the agents at that time had me wait for a response from a manager knowing that such a response would yield the same response. Our services were interrupted any way and as a resulted we lost 7 days of business due to email downtime. We were NEVER compensated for the thousands of dollars we lost as a result of this nonsense yet we ended up paying and had to wait for service reconnection despite being reassured this would not be the case. For this reason and because of the language used by the agent during todays call, insisting that he may be able to assist or by saying he would try does not help me nor the issue we had and has once again proven to be another waste of time. This is not withstanding the fact that the antics of *** making phone call communication difficult by scheduling these calls at 11:30pm at night when business hours for the business is during hours EST time zone. These are all the different tactics employed to deter resolution in these matters in my opinion. Most certainly stated I would NOT provide another explanation to MICROSOFT after I have spent a ridiculous amount of time over explaining this simple situation. It is not the customers fault that you have decided to make such a simple resolution difficult. How much more explaining and time wasting does one have to do to get results.
Regarding the lack of communication:
That would be simply dishonest. The fact remains that I have communicated with Microsoft regarding that absolutely absurdity of their systems restrictions. Telling a customer that their email services will be interrupted when faced with unforeseen circumstances is simply just unacceptable to say the least. The fact that the you under delivered what was promised is a violation. For the trouble I have faced with ** over the last year most people would have canceled this service and move on.

Sincerely,

***** ********** ******
Business Response
Date: 07/17/2025
Dear ***** ********** ******,

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

We opened a support case on your behalf and routed it to our Tier 3 support team for further review. Based on your complaint and the recent service requests #********** and #****************, our records show that ******** from Tier 3 has been in contact with you since June 30, 2025.

******** has been actively following up on this matter, especially since you are also working with our Microsoft 365 Support team. On July 11, 2025, you had a phone call with one of our support engineers, during which you expressed that you did not wish to share any information. As ******** previously explained, without your cooperation, our support teams are unable to proceed with resolving the issue then they will close the escalation from their end.

We strongly recommend re-engaging by replying to the last email you received so we can continue assisting you.

Sincerely,

Microsoft Corporation
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 believe someone just abused there power to perm banned my Xbox live account, Ive owned this account for years, and randomly I get perm banned when I barely even use the account, this is a false banned I have done nothing wrong, the email associated with my account is *************************
Business Response
Date: 07/04/2025
Dear ***** Coir,
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 7080537281.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/14/2025
I would love to try to update my case so you can help me, on June 19 2025 my brithday my Xbox live account was permanently suspended and I can no longer access my purchases games, subscriptions and other loses due to my account being banned with no reason whatsoever for my account being banned, but earlier this June my account details were leak/compassed somehow and someone got access to my account and login via the Xbox platform and were playing on my account I was quick to change my password when I notice someone on my account, sadly this isnt the end of the story a couple days after my password was switched I received a permanent banned from Xbox Ive treid to talk to them through live chat support and Ive hade a couple talks with different agents but my account remains permanently suspended the email address linked with my Xbox/Microsft account is ************************** I highly doubt theres anything more I can due to get my account unban but I will try to update my case with you thank you for reading all of this I will also include pictures and videos for you-*****.
Business Response
Date: 07/22/2025
Dear ***** Coir,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have reviewed your complaint and our internal Service Request #**********, and we confirmed that the case has been closed. Our agent referred you to the Enforcement team because they are solely authorized to address issues related to permanent account bans.
We understand this may not be the outcome you were hoping for. However, under our policies and procedures, we cannot provide further details about permanent suspensions. For assistance, please reach out directly to the Enforcement team by visiting: ********************************************** (please copy and paste this link on your browser).
Since no additional action can be taken on our side, we will now close this complaint. We appreciate your understanding.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/19/2025
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.
Hello,A few days ago, I attempted to log into my Microsoft account ******************************* and was notified that it has been compliance locked.After researching the issue, I found forum posts recommending that I complete the **** form. I did so, and the verification was successful on the first attempt. However, the account remains locked, and I have not received any further ********** unsure of what steps to take next. Im confident that I havent violated any terms of service, and I urgently need access to the account for personal reasons. Ive attached a screenshot confirming the successful verification, which I completed using the alternate email address [email protected] would greatly appreciate your help in resolving this matter.Thank you,******* *******
Business Response
Date: 06/27/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/02/2025

Complaint: 23494083

I am rejecting this response because: Look at my message, I already did it and the account is still complianced locked. Connect me to an supervisor or what ever

Sincerely,

******* *******
Business Response
Date: 07/08/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation through the Better Business Bureau. We recognize the challenges you are facing and appreciate your patience as we work to resolve your issue.
To move forward, we kindly ask that you complete the online recovery form using the link we have provided:**********************************. You may use an alternative Microsoft account as your contact information if needed during the process.
Once you have submitted the form, please notify us so that we can proceed with a manual review of your case. We are committed to assisting you and will review your submission promptly upon confirmation.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/14/2025

Complaint: 23494083

I am rejecting this response because: I did it again using the link, it got verified. For the contact email I've used: *****************************************
I also attached a screenshot showing my whole email with the password reset in it. Hope you can find it

Please only contact me through my email ******************************** Don't use my phone number, I don't want to get called or anything about this. Thanks!

Sincerely,

******* *******
Business Response
Date: 07/21/2025
Dear ******* *******,
Thank you for taking the time to fill out the form. We have checked your account, ******************************* and can confirm that it is no longer locked. You should now be able to change your password and regain access to your account.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 07/22/2025

Complaint: 23494083

I am rejecting this response because: The email you are talking about is my contact email, I told you two times in my last reply. The account I want to get unlocked is **************************************** . I did the **** on the contact email I mentiond in my last reply and it got verified on my first attempt. Please just read my message correctly and help me get my account back. Its more than obvious that I am the owner of the account.

Sincerely,

******* *******
Business Response
Date: 08/01/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account concern.
Weve reviewed your case, but unfortunately, were unable to locate the validation form you mentioned. To help us move forward with your request, please provide either:
The reference number of the case you submitted, or
The email address you used as the contact email when submitting the form.
Once we have this information, well be able to locate your submission and continue our review.
We appreciate your cooperation and look forward to resolving this matter with you.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/01/2025

Complaint: 23494083

I am rejecting this response because: The email address I used as the contact email when submitting the form: *****************************************
I also send you some screenshots of the verified ACSR.

Sincerely,

******* *******
Business Response
Date: 08/15/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery concerns.
We understand how important access to your account is, and we appreciate your patience. We will be manually investigating your submitted Account Recovery (ACSR) form. If the manual validation is successful, you will be contacted directly with next steps.
Please note that this process may take a little time, but rest assured we are giving your case careful attention.
Sincerely,
Microsoft Corporation
Customer Answer
Date: 08/15/2025

Complaint: 23494083

I am rejecting this response because: Okay, I understand. I'll be here, I'm waiting for your answer. Thanks.

Sincerely,

******* *******
Business Response
Date: 08/27/2025
Dear ******* *******,
Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form(s)and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (*****************************************;)__.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:06/19/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, my microsoft account has been suspended and now I have billing issues with the account sadly. I don't know what to do now. Can you please help me with this?Thank you.
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 7080537785.
We will monitor your support case through resolution.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/19/2025
Type:Order 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 lawsuit was filed in my name without my legally consent. I fired my attorney in May of 2025. As a result, a letter was published that includes my name that continues to be prominent on Bing results despite my repeated requests for removal, description of harm and indication of a lack of consent for the case filed under my name in the first place.I request immediate assistance getting this material off of Bing's platforms which violates my privacy rights and was submitted publicly against my repeated stated wishes to remain anonymous.
Business Response
Date: 06/26/2025
Dear ******** *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint we understand the seriousness of your concern regarding the unauthorized legal filing and the continued visibility of your name in Bing search results.

To address this issue, we recommend the following steps:

1. Submit a Formal Removal Request
Please use the official Microsoft support form to report URLs that may violate your privacy or legal rights: ***********************************************************************************************************************************

2. Use the Bing Content Removal Tool
If the content has already been removed from the original website but still appears in Bing search results, you can request its removal from Bings index using this tool: ***********************************************************************

3. Contact the Website Hosting the Content
If the content is still live on the source website, we recommend contacting the webmaster directly to request removal. **** cannot remove content from its index unless it is removed from the source or violates legal/privacy standards.

Based on this information, we will close this complaint as there are no additional steps we can take in this case. If you need further assistance, please reach out to Bing support: ***********************************************************************************************************************************

Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/26/2025

Complaint: 23493057

I am rejecting this response because:

Dear Better Business Bureau,

I am writing to express my profound dissatisfaction with Microsoft's response to my complaint regarding the unauthorized legal filing and the continued visibility of my name in Bing search results. Microsoft's proposed steps are inadequate and fail to address the severity of the situation.

For over a month, Microsoft has endangered my privacy and well-being by allowing unauthorized and harmful content to remain accessible through their search engine. Their response demonstrates a lack of accountability and a blatant disregard for customer safety and privacy. I have repeatedly followed their 'recommended' steps with no constructive improvement

Under the Washington Consumer Protection Act (RCW *****), unfair or deceptive acts or practices in trade or commerce are declared unlawful. Microsoft's continued indexing of harmful content, despite being notified, constitutes a knowing violation of this statute. Furthermore, the Washington Data Broker Law (RCW ******) mandates that data brokers honor removal requests within 45 days, and failure to comply is considered an unfair or deceptive act under the Consumer Protection Act.

The suggestion to use standard removal tools is insufficient given the gravity of the situation.
I demand immediate and direct intervention from higher-level support to ensure the prompt removal of this harmful content from all Microsoft and Bing search engines including but not limited to Bing, Yahoo and Duckduckgo. Microsoft's failure to take decisive action is unacceptable and reflects poorly on their commitment to customer care.

Additionally, Washington courts have recognized that Section 230 of the Communications Decency Act does not provide blanket immunity when a platform is aware of harmful content and deliberately ignores it. In **** *. *********************************, the court emphasized that platforms could be held liable if their actions contribute to the harm.

If Microsoft does not act swiftly to resolve this issue, I am prepared to escalate the matter by contacting local media outlets and pursuing a class action lawsuit. Their current approach does not merit any form of accreditation, and I urge the BBB to hold Microsoft accountable for their gross negligence!

I trust that the BBB will take this matter seriously and facilitate a resolution that adequately addresses my concerns.
Sincerely,

******** *****
Customer Answer
Date: 07/01/2025
To Whom it May Concern:
It is my hope to work constructively with Microsoft, and I am under the impression that they do not respond to every complaint.
That said, I have repeatedly submitted requests for removal, and Microsoft has repeatedly refused to take action regarding this request.
To Microsoft's credit, it has removed or is working to remove different items related to harassment.
However, the principal documents and sites I am trying to get removed so far have been repeatedly denied. Microsoft so far has claimed it needs particular forms of documentation in order to remove this information and has so far invoked implicitly the First Amendment.
However, their response, I believe directly conflicts with many laws including in the State of Washington, protections afforded to the complainant and other protections relevant to consumers.

Business Response
Date: 07/03/2025
Dear ******** *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint we understand the seriousness of your concern regarding the unauthorized legal filing and the continued visibility of your name in Bing search results.

To address this issue, we recommend the following steps:

1. Submit a Formal Removal Request
Please use the official Microsoft support form to report URLs that may violate your privacy or legal rights: ***********************************************************************************************************************************

2. Use the Bing Content Removal Tool
If the content has already been removed from the original website but still appears in Bing search results, you can request its removal from Bings index using this tool: ***********************************************************************

3. Contact the Website Hosting the Content
If the content is still live on the source website, we recommend contacting the webmaster directly to request removal. Bing cannot remove content from its index unless it is removed from the source or violates legal/privacy standards.

Based on this information, we will close this complaint as there are no additional steps we can take in this case. If you need further assistance, please reach out to Bing support: ***********************************************************************************************************************************

Sincerely,

Microsoft Corporation
Customer Answer
Date: 07/06/2025

Complaint: 23493057

I am rejecting this response because: I have followed the procedure you are recommending repeatedly, and it was not successful.
Coud your company please work with me specifically on my case?

Sincerely,

******** *****
Initial Complaint
Date:06/19/2025
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.
Every time I tried to reset my password for my account it says its blocked. I dont understand why this is so difficult for a kids video game thing. Weve spent a lot of money on this account so we can play this video game thing. This is very frustrating.Please reset my password for my email address ***************************
Business Response
Date: 06/27/2025
Dear ****** *********,
Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,
Microsoft Corporation
Initial Complaint
Date:06/19/2025
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 account was compromised on 06/08/2025 I submitted a recovery request that same day I was told to wait and I did and the day they said they would respond to me they didnt I have gone threw customer support 6 times asking about my account recovery request Ive also stated to them I had 2FA on my Microsoft account but somehow the hacker bypassed it and changed Gmail/password also removed the phone number I had on my account I also told them how I have personal data on that account like credit/debit cards Ive informed them Ive had the account for several years already I also sent them screenshots of the notifications I got that day my account was compromised I received notifications how my Gmail and password where removed and the Gmail that the hacker changed it to just recently I sent them another screenshot that the hacker has changed the Gmail to the account once again I have provided to them last digits of credit/debit cards Ive used on the account I also showed them screenshots of the receipts I received from the purchases made to the account *** had this account for several years I was told several times from there support I would receive a response in 24hrs but I still have not gotten my account back while they wait and take there time the hacker is doing whatever he wants with my account. On the bottom I uploaded photos how on 06/08/2025 he changed my Microsoft Gmail to **************************** and just recently changed it again to ****************************** I will also provide the chat logs Ive had with Microsoft support.
Business Response
Date: 06/27/2025
Dear ****** *****,

Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
Please visit ************************************************ provide information necessary to confirm you are the rightful owner of your Microsoft Account. This is the only method to regain account access. You can submit the form up to two times per day. Please try to submit information not previously provided.
Sincerely,

Microsoft Corporation
Customer Answer
Date: 06/27/2025

Complaint: 23491960

I am rejecting this response because: I started a recovery form with you guys that got escalated and here is there escalation request code:SIR21343258, I not only submitted all the information needed to prove I am the owner I also provided the emails that the hacker replaced it with and it was done twice with the last email being ***************************************** I not only provided receipts of the transactions I made on the account I provided you guys the gmail that was associated with that account my name, phone number, credit/debit cards I also spoke to one of your customer support today who also confirmed my account was compromised.

Sincerely,

****** *****
Business Response
Date: 07/08/2025
Dear ****** *****,
Thank you for contacting Microsoft Corporation via the Better Business regarding your account recovery issues. We have reviewed your submitted account recovery form(s)and you were not able to provide enough information to validate yourself as the account owner. Your only method to regain account access with be through the account recovery form (*****************************************;)__.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: 07/08/2025

Complaint: 23491960

I am rejecting this response because:
I have been contacted by Microsoft *************** and they did confirm I provided enough information, the only problem was they said they couldnt recover my account because the person who hacked my account changed all my security information they said, We are unable to make any changes to the security information on the account due to security protocols set up and the acceptance of the Microsoft Services Agreement when the account was created. The only option we have is to permanently suspend this account to prevent any further use. At this time, I have successfully suspended this account, and this will remain on indefinitely.

If you use this account for Minecraft, we regret to inform you that the Minecraft portion of the account is also unable to be recovered, and the game will need to be re-purchased on a new account. We understand that this is not the news that you wanted to hear and apologize for any inconvenience that this may cause.

In the event that you have files stored in OneDrive, unfortunately those files are no longer accessible after account suspension and are subsequently unable to be recovered due to encryption; even our engineers do not have standing access to the files. We know that this is not the ideal outcome in terms of your stored files, but please be assured that this is necessary for the privacy of your data and to ensure that it does not end up in the wrong hands permanently.
I dont see why there is a recovery form if your account cant be recovered even if you provide ownership details to the account, instead I am told that because the hacker changed all my security information the only thing they can do is to permanently suspend my account. Keep in mind through that entire time my account was active and the hacker had access to it he probably stole a lot of my information that was stored on my OneDrive and also other information like pictures, names, credit card, information. The security systems like 2FA or other security options should be updated there isnt any reason for a hacker to be able to take ahold of anyones account like if its nothing even though all those security measures are implemented and activated on an account.
Sincerely,

****** *****
Initial Complaint
Date:06/19/2025
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 closed a Microsoft account a few months back. What I didnt know is that it was linked to a game called Sea of Thieves and all game data is held in the Microsoft account with no way of transferring data to a different account. A game I purchased through ***** with the same email address. I have put hundreds of hours into the game as well as purchased in game content. ************************** I would really like to have my progress or account recovered if possible so I dont lose everything I earned and paid for.
Business Response
Date: 06/27/2025
Dear ****** ******,
Thank you for reaching out to Microsoft via the Better Business Bureau. Unfortunately, Microsoft is unable to assist with your request as it pertains to in-game data for the Sea of Thieves game. We recommend directing your inquiry to the game developers, who will be better equipped to assist with recovering your data.
Sincerely,
Microsoft Corporation

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