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

• 

  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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  Zune

  417 Union Pacific Blvd Laredo, TX 78045-9428

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  Microsoft Store

  4200 Conroy Rd Orlando, FL 32839-2400

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:06/16/2025

  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 turned my computer on and opened Microsoft Word for my work only to find I had been kicked out of permission to use it. I logged into my account (username, password) then it asked for me to confirm on the authenticator app. I go on the authenticator to find my account was logged out of the app as well. So I tried to log in through the authenticator app and it blocked me, telling me to sign in by typing the code into the authenticator app. But I couldn't since I was currently trying to log into it. Or by typing the code I received in my email. Which I wasnt allowed into in the first place unless I confirmed access through the authenticator. A loop. Sure they changed the licensing terms and conditions in an attempt to give themselves legal power to be morally bankrupt, but when I paid for ownership (not the illegal marketing bait and switch that they claim now: "buy to rent") years ago before such ammendments were made. They should have no right to cut off even a fraction of my access, simply because they decided to log me out, and then make my credentials ineffective to log back in by use of the coding equivalent of a logical fallacy perpetually looping into itself and blocking my access.

  Business Response

  Date: 06/26/2025

  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 **********.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:06/16/2025

  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.

  Hi, my microsoft account is complianced locked since some weeks now already. I already filled out that ACSR form and it verified me and I resetted the password, but the account is still locked. I would like to talk to the Account Online Safety Team or whatever its are called, about my issue through my email for obvious security reasons because it might include informations about my account!

  Business Response

  Date: 06/26/2025

  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 **********.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23477082
  
  I am rejecting this response because: Hey, hope you are fine. When can I expect their email? I'm still waiting for them to reach out to me.
  
  Sincerely,
  
  ********* ****

  Business Response

  Date: 07/16/2025

  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 7081608630.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:06/16/2025

  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.

  Started getting charges from Microsoft for $21.84 per month since January 2025 for Microsoft*Ultimate 1 M. Tried to resolve the issue on the phone and it is impossible to speak to a person. I've researched the issue and have seen thousands of similar complaints. Also, their online instructions are confusing especially if you don't where the charges are coming from. This is absolutely done on purpose. Even after I had my credit card number changed they continued to charge my new card. Today, I told my ********** I was closing my account and explained why at which point they connected me to their fraud **** and put a block on Microsoft so they couldn't charge me again. Time will tell. The ****************** needs to investigate their business practices and how they purposely defraud people by making impossible to resolve a billing issue. I encourage all to perform an internet search and you see the thousands of people with the same story.

  Business Response

  Date: 06/24/2025

  Dear **** *****,
  
  Thank you for reaching out to Microsoft Corporation through the Better Business Bureau regarding your concern. After reviewing your complaint, we found that there is no active subscription associated with the email ****************** However, this account is part of a "family group." You may want to check if the charges you are receiving are linked to another account within this family group. Additionally, you can use the following tool to identify the source of the charges and request a refund:
  
  *********************************************************************************************************************************************************************
  
  Considering this information, we will be closing this complaint as theres no further action we can take regarding this case.
  
  Sincerely, 
  
  Microsoft Corporation

• Initial Complaint

  Date:06/16/2025

  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.

  Hey, after I put in my microsoft account password sucessfully, I get the error message that my account has been complianced locked. I already reached out to this team: **************************** But they are not helpful at all, so I wanted to ask if you can help me out with that.The ACSR form is also useless for my issue because I still have my password to the account.

  Business Response

  Date: 06/24/2025

  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. Once you have submitted the **** form, please provide the email address linked to the account you wish to recover, as well as the email address you used to complete the **** form.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/16/2025

  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 this complaint because my account was compromised and I chatted with their support and filled out the form. I have had no contact from them since filling this out. My account was taken and all information changed (email, password, phone number) Ive had my account for 13 years and spent thousands of dollars on it. They even made me make a new microsoft account using ********************* to file the recovery form. I gave them all the information I have to recover it and no response at all. Ive tried contacting them via the email i sent the form from multiple times.

  Business Response

  Date: 06/25/2025

  Dear **** *****,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  Please fill the online form once again, 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. One of our agents will review the form.

  Sincerely,

  Microsoft Corporation

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23475534
  
  I am rejecting this response because: After multiple attempts with the form and chatting online with agents I haven not gotten a response other than "they are investigating" for a month now. The creep that stole my account has access to my personal and financial data and Microsoft is dragging their feet
  
  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: 07/08/2025

   
  Complaint: 23475534
  
  I am rejecting this response because: I have filled out this sham of a form 5 times already do better 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/11/2025

  Dear **** *****,

  We have carefully reviewed the account recovery form(s) you submitted. Unfortunately, the information provided was not sufficient to verify you as the rightful account owner. As a result, we are unable to grant access to the account.

  For security and privacy reasons, Microsoft does not manually override the account recovery process or make exceptions to our verification protocols. The only method to attempt account recovery is through the secure online form at ************************************** may submit the form up to two times per day, and we recommend including any information not previously provided to improve your chances of success.
  We understand this may be frustrating, but these measures are in place to protect our customerspersonal information and account security.

  Sincerely,

  Microsoft Corporation

• Initial Complaint

  Date:06/16/2025

  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.

  Today, 6/16/2025, I opened my email to see an email from microsoft regarding a request I made to unlock my microsoft account and in the email it said that "due to the length of time since the account was suspended", they cannot reactivate it or even look into my case.

  Business Response

  Date: 06/24/2025

  Dear **** *****,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint and recent service request SIR21379319, we see that our accounts and billing team has been working with you on this issue. Please continue cooperating with our agent so we can reach a resolution.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23474917
  
  I am rejecting this response because:
  
  I have contacted support and they told me that they will not unlock my account due to the time that has passed since my account has gotten locked.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 07/07/2025

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

• Initial Complaint

  Date:06/16/2025

  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 had to reset my phone and because of that i got locked out of my microsoft account. I have been trying to do your recovery process and i keep going in circles. This has been going on since 2022. I just got notice that my one drive is full but i can't access it which means you are now going to throw away and delete my entire life because your recovery system does not work and has some sort of glitch. I have tried every single way you offer many many times, most of which do not work but when i am successful at submitting the request i immediately am sent an email saying: It looks like you just used the Microsoft account recovery form (***************************************) to request a password reset ************************** Because you've turned on two-step verification for your account, we ignore these requests but wanted to let you know.If you're having trouble signing in, go tohttps://**************************************************************** reset your password using security info such as your phone, alternate email address, or authenticator app.For more info about two-step verification, visithttp://******************************************************************************************* Microsoft account team This is not helpful. I am blocked. I have done everything. I wish you would just take my info and my id or something and let me in but i can't even talk to anyone to do that! You are impossible to get ahold of. Talking to a human who can understand this complex matter is impossible. I can't do this anymore. Oh and this whole time you have continued to charge my card for office 365 which i can't access! This year my bank declined it i have no idea why but i guess this is where it ends. I want all my money and my photos given to me please. I am so angry i could spit. You have taken a good chunk of 2.5 years of my life and you have taken away the last of my memories and my children's photos. My heart is broken. At least 2.5 years i have been locked out and my photos please.

  Business Response

  Date: 06/24/2025

  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: 07/08/2025

  I just saw their response. It was not really a response since what they told me to do is exactly i what i have been doing and i get that same response that i included in my complaint when i do things that way every time and its been going on for years now. It's like they didn't actually read the complaint all the way thru. I can verify everything easily but as per their email they acknowledge that and say they know I'm trying to recover my account but they are basically going to ignore my request. That is not a solution by any means. They also have continued to charge me for a service i haven't fully recieved and are basically saying they are going to delete my memories because they won't help. 

  Business Response

  Date: 07/14/2025

  Dear ******* **********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery request.
  
  We understand your situation; however, the only way to regain access to your account is by completing the Account Recovery (ACSR) form. If the form is not submitted and successfully validated, unfortunately, there is no alternative method to recover the account.
  
  Please visit ********************************** to provide the necessary information to confirm that you are the rightful owner of the Microsoft account. This is the only available method to restore access.
  
  You may submit the form up to two times per day. We recommend including any details you have not previously provided to improve the chances of a successful recovery.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23474441
  
  I am rejecting this response because:
  I have done that many many times and like i said i receive this attached email back. I keep going in circles with you guys just to be told the same thing in this email over and over again. That you ignore these requests and you thought you should let me know. Why in heavens would you ignore a request? That makes 0 sense. I can verify literally everything on that account from day one because I've had that email since i was in my teens. I can prove it's mine in every way you ask but you just ignore my request reach time? All while i have been paying for your service that i cannot use? While you are refusing every attempt to get my account back? Will like i said in my origional request. I would like a refund for all the services i have been paying for but could not access and i would like my photos sent to me and not deleted since they are all i have of my children's childhood. I don't need the account back. I have been trying your way for ***** years. It is not going to magically work if i send more requests. Please offer a reasonable solution as i am at my wits end. 
  Sincerely,

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

  Business Response

  Date: 07/21/2025

  Dear ******* **********,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  We understand how important access to your account is, and we appreciate your efforts to resolve this matter. At this time, the only available method to regain access is by completing the Account Recovery (ACSR) form. For security reasons, we must first verify account ownership before we can proceed with any further support.
  
  To begin the recovery process, please visit the following link and provide as much accurate information as possible:
  **********************************
  
  You may submit the form up to two times per day. To improve the chances of a successful recovery, we recommend including any details you may not have previously provided.
  
  We appreciate your understanding and cooperation as we work to protect your account.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23474441
  
  I am rejecting this response because: I don't think you are reading what I have written at all. I have done this for 2.5 years. Exactly what you are stating. No matter what info I put into your process (and I do give many varying details) I automatically get an email that says you aren't even going to try to recover my account. I'm honestly now worried that someone is actively using my account... but I have done everything I can on my end. Your system will not even try to do what it's asked. I cannot waste another several years on this just to be denied because you are going to delete my pictures now. You can keep the account just give me my pictures and a refund for the services I was not able to access but you were still charging me for. I can send you a picture of my ID. I can give you everything you've asked for and more but your system does not even try to recover my account so what's the point in continuing to try? I have gotten that email every time I have submitted my info. It literally says it won't even try. I don't understand what you aren't understanding. I can give your intimate details and screen shots of everything important in that email. Things you aren't asking for or won't accept in your recovery process. I've literally had that account since I was 16 is years old... I am beyond frustrated that your system is so insulting as to not even try after I gathered all that info and filled out everything to the max several times changing some of the info each time in hopes that it likes those better and then being consistent in hopes it likes that better but to no avail! At this point I'm willing to let my oldest most important account go! That should say something. It has all the last correspondence i had with my dad before he died! This is not a little thing! If you come back with just try the system again I'm afraid your English reading skills are not up to standard because I've said the exact same thing each response... I have done that for 2.5 years! What is your honest expectation of how long it should take your system to recover an account just so I know in the future..? Please offer another solution or consider what I'm asking now. Thank you. 
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 07/31/2025

  Dear ******* **********,
  
  Thank you for contacting Microsoft Corporation through the Better Business Bureau regarding your account recovery request.
  
  We understand how important it is for you to regain access to your account. For security reasons, we must first verify that you are the rightful account owner before we can assist with anything further, including refunds or access to saved content.
  
  The only way to verify ownership is by completing the Account Recovery (ACSR) form. Unfortunately, we cannot accept personal information or identification documents through the Better Business Bureau or email, as these channels do not allow us to securely validate account ownership.
  
  To begin the recovery process, please visit the following link and fill out the form with as much accurate and detailed information as possible:
  
  **********************************
  
  You may submit the form up to two times per day. If your first attempts are unsuccessful, we recommend including any additional information you may not have provided before. If the system is unable to verify your ownership through this form, we will not be able to take further action.
  
  We appreciate your understanding and cooperation as we work to protect your account and personal information.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/16/2025

  Type:Product 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 returned a Surface Laptop, Copilot+ PC (13.8 inch) to Microsoft, and the package was delivered to their return center on June 3, 2025, per the tracking information. Their return policy states refunds are processed within 57 business days, but it has now been 9 business days and I still have not received my refund.I have already tried contacting Microsoft support, but *** received no helpful updates or resolution. It has been far too long, and Im frustrated by the delay and lack of communication.If my refund is not issued soon, I will be forced to initiate a chargeback through my bank.I would like this resolved immediately.

  Business Response

  Date: 06/25/2025

  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: 06/25/2025

   
  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:06/16/2025

  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 continuously receive fraud popups in Microsoft Windows. One caused access to ALL of my personal records including bank by unauthorized parties. I was required to change many many records to secure them.

  Business Response

  Date: 07/02/2025

  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 7080357064.
  
  We will monitor your support case through resolution.
  
  Sincerely,
  
  Microsoft Corporation

• Initial Complaint

  Date:06/16/2025

  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.

  I am locked out of my Microsoft/Xbox account due to a security block after a suspicious sign-in attempt. The recovery process requires access to an alternate Gmail account that was deleted and cannot be recovered. The recovery form Microsoft provides continues to deny access, even with accurate information. There is no available live support, no email to contact, and the form does not let me provide key proof such as my Xbox console serial number, purchase receipts, and more.I am requesting that Microsoft escalate this issue to a human support agent or account specialist who can verify my identity manually and help me recover my account.This account is important to me and I have been locked out unfairly with no recovery path due to the system limitations.

  Business Response

  Date: 06/26/2025

  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 **********.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 06/26/2025

   
  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,
  
  ******* *********