Complaints

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

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  Microsoft

  1 Microsoft Way Redmond, WA 98052-8300

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  Microsoft Corporation

  8055 Microsoft Way Charlotte, NC 28273-8106

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  Microsoft Store

  8001 S Orange Blossom Trl Orlando, FL 32809-7654

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  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:06/15/2025

  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 was wrongfully banned while I was hacked without reason or explanation. The Xbox Enforcement site didnt offer me an appeal, or the appeal was rejected unfairly. I wish for my account to be reviewed manually or reinstated. In the appeal system, it gives you 3 strikes. i had none previously and they ****** banned me I tried to appeal it was rejected without a proper reason

  Business Response

  Date: 06/24/2025

  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

• Initial Complaint

  Date:06/15/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been getting billed for various amounts from the Microsoft store that aren't mine. I checked my Microsoft account and I show no recent purchases, so these charges are from someone using my account. The last 4 digits of my mastercard is 3271. I will be challenging these as fraudd through my card company and blocking the microsoft name.

  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 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 7080343255.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

• Initial Complaint

  Date:06/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Microsoft continues to make me change my email passwords, and all I get is spam or phishing emails. And now I cannot login to my most important email addresses. I'm trying to close all of my outlook and Microsoft accounts but because I can't log in it isn't possible. It's just one hack after another and I'm tired of dealing with it.

  Business Response

  Date: 06/25/2025

  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:06/15/2025

  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.

  Ive been with Xbox ever since I was a kid. Ive had this one particular Xbox account for over a decade long. All the games I bought were digital, all my friends etc. 4/5 years ago I made the mistake of making an Xbox post and tried trading my ******** account. At the time I thought it was harmless because I saw so many other people doing it. Without warning or 2nd chance my account got banned. I tried appealing years ago but was instantly shut down. Obviously now that I know you cant do that, I wouldnt do it again. Id love to have my Xbox account back but ********************** enforcement has no way of contacting them through email, or support chat after your appeal has been denied which makes this very inconvenient. Id love to have my account back and get all my games and friends back.Ill include a picture below of proof that its my account with the email being at the top and the message it gives me when I try to ******** gamertag on Xbox was Sweaty Stix Email on the account is ************************

  Business Response

  Date: 06/23/2025

  Dear *** *********,
  
  Thank you for reaching out to Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your case, we found that only the Xbox enforcement team can revoke the ban. We have contacted them and asked if they can lift the suspension. They provided us with the following information: 
  
  After reviewing this case, we have elected to lift this accounts enforcement. However, in the future, we encourage caution when using the service to ensure you do not violate any of the Community Standards that we have posted on our website (****************************************************************************************************).
  
  Going forward, please keep in mind that especially bad or repeated violations of Xbox Code of Conduct may lead to additional action, including permanent account suspensions or device bans.
  
  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:06/14/2025

  Type:Order 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.

  On Saturday June 14th, 2025 and approximately 6pm Eastern Time; I made a ******** offering to help boost/carry new players through the game Phasmophobia. Something I do nearly every day. Within barely a minute this time, I was kicked out my own party and notified I was banned. While I cannot be certain, I suspect this was a player I denied for the party who tried to join twice and I had to kick them repeatedly. I have attached an image for context. Also note that the *** tags I had on my post were "#anylvl" "#newplayerswelcome" "#helpingnewplayers" "#allages" etc. The same post I almost always use. The worst part of all of this is even if I get ban reversed, it definitely wont any time soon. The yearly fathers day gaming session with my sons is now cancelled it seems.

  Business Response

  Date: 06/24/2025

  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

  Customer Answer

  Date: 06/30/2025

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

• Initial Complaint

  Date:06/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an XBox Controller that stopped working. It was under warranty, and should have been an easy fix. I reached out in early May 2025. Initially, nothing, but I eventually got a service order created May 16, 2025. I was sent instructions for how to ship the controller, but no address to ship to, and no shipping label. At first, I waited. Then I had them call me and in the first week of June. They said I had 30 days to send the device in, so I waited 21 days. I was told the shipping label would be emailed in the next few days. Nothing. I set up a call again Wednesday, June 11, and was, and I quote, "promised" I would get something by the end of the day. Nothing. Thursday, I got an email saying a label would be physically sent within 24 hours. Nothing. I called Saturday morning, and my first call was disconnected. My second call, I was, again, I quote, "promised" a call back between 30 minutes and an hour. That was 11:30 AM eastern. It is now 3 PM EST, and I called again. I made it clear that I needed help and they transferred me to a closed department. Currently, I am on hold, for 20 minutes, with NO ONE on the other end. I'm sick and tired of this ordeal, and broken, RECORDED promises. At one point, a *** told me that there was some kind of failure on Microsoft's end. If the BBB cannot help me, I am not above seeking legal action for something so small.

  Business Response

  Date: 07/09/2025

  Dear ***** Costacamps,

  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. We have contacted a senior member of our Devices Team to investigate this matter and work with you directly toward a resolution. Your new case number is 7080952012.

  We will monitor your support case through resolution.

  Sincerely,
  Microsoft Corporation

  Customer Answer

  Date: 07/09/2025

   
  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.

  I recently got in contact with a supervisor in the customer service department and they replaced the controller. Thank you for the help.

  
  Sincerely,
  
  Diego Costacamps

• Initial Complaint

  Date:06/14/2025

  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 unable to delete my credit card information from my Microsoft account. They do not offer customer service help. You can search online for a solution to your problem. There are instructions available for how to delete your payment information however, because it is the only credit card listed on the account I am not able to remove it. Microsoft will not allow me to remove my credit card information from their site. I dont have a subscription with them. Their toll free numbers do not offer a live agent and hangs up on you. There are no prompts you can select to navigate to a live person. It only hangs up on you. I tried multiple toll free numbers listed on their site. **************************************************************************************************************************

  Business Response

  Date: 06/20/2025

  Dear ******* ********,
  
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your grievance. After reviewing your complaint, we noticed you have an active subscription under your account with your credit card as the payment method. Please check your subscriptions and your Microsoft family account. Once you find the subscription, you can remove it and the payment method.
  
  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:06/14/2025

  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 email account and no one has helped me get bag in. I want someone to unlock my @************************** account now!

  Business Response

  Date: 06/20/2025

  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: 06/21/2025

   
  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:06/14/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Microsoft regarding the inexplicable deletion of my son's email account and their subsequent refusal to restore it. This issue is not merely an inconvenience; it has created significant ripple effects beyond Microsoft's ecosystem and demonstrates a serious lapse in their customer service and stated policies.For over five years, I have faithfully paid $130 annually to maintain active and backed-up Microsoft accounts for both myself and my two sons. This consistent investment, totaling over $650, was made with the understanding that these accounts would remain accessible when needed. Despite this, Microsoft unilaterally deleted one of my son's accounts, citing "inactivity."When I contacted Microsoft, I was informed that only the "parent account" is exempt from deletion due to inactivity, and that "family" accounts are not. This policy is not only illogical but directly contradicts the spirit of a "family" plan for which I have consistently paid. It makes no sense to differentiate between a "parent" account and a "family" account when the parent is paying for the family's service.The critical issue at hand is Microsoft's refusal to restore my son's email address. This email address was used to create and access accounts on various other essential systems. Without access to this email, we are now locked out of numerous external services, causing significant disruption beyond Microsoft's platform. This is a direct consequence of Microsoft's actions and their failure to provide a reasonable *********** a long-standing Microsoft supporter, I am deeply disappointed by this lack of service recovery and what appears to be an arbitrary enforcement of a policy that penalizes loyal, paying customers. The injustice of losing a critical email address, for which I have continuously paid to maintain, and Microsoft's unwillingness to rectify their error, is eroding my respect and support for the company.

  Business Response

  Date: 06/20/2025

  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: 06/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The fact that they opened case ********** internally in their system for tracking shows some sort of movement on the issue though not necessarily resolved I believe it would be unfair to the current case owner for me to select the reject not knowing if the path may very well lead to resolution (or not). I wish they would of referenced how I could follow the case number they provided. They still have not reached out to me though :(
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:06/14/2025

  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.

  Since 05/05/2025 Microsoft has blocked my hotmail account: *********************** - I have had my hotmail account since 1998 with everything linked to it.- I have filled in the recovery forms 10 times now providing information on my birthdate, my grand-father's profession, and the contacts and email titles that I still have considering that all is on my phone until 05/05. - Despite all that and contacting agents, no response from Microsoft! - I have offered to send my passport copy or any other official documents so they can confirm I am the legitimate owner of my account. - Unfortunately, the phone number for recovery is outdated and I forgot my last password since it was on autofilled on my Mac and on my iPhone. - I find it incredible to be blocked from my own account for so long with nobody to talk to. Can you please help me? Important information is linked to my hotmail account (given I had it for 28 years now!). Please help me. Huge thank you in advance.Chloe Fevre

  Business Response

  Date: 06/20/2025

  Dear Chloe ******************* 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: 06/21/2025

   
  Complaint: 23468366
  
  I am rejecting this response because U want to escalate this complaint to the management level. You are sending an automatic response that is absolutely not useful.

  i have provided all the information. Your computarized system is not working properly and creating a lot of damage for your customers. I want to have a human assigned to my case to resolve this issue. Again, please see my IDs to confirm my identity. This is extremely frustrating and creates tons of issues. I cannot access other accounts because they are Ll linked to my hotmail. 
  
  Sincerely,
  
  Chloe Fevre

  Business Response

  Date: 07/07/2025

  Dear Chloe ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  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: 07/07/2025

   
  Complaint: 23468366
  
  I am rejecting this response because:
  It is an automatic unhelpful response. Please look at all the attachments. What else do you need to verify my account? Your system is totally dysfunctional. Is it how you treat customers who have been with you since 1998? By ignoring my complaints, you are causing me several serious problems because all my accounts are linked to my hotmail. 
  please be human and see all the information and unblock my account asap.

  thank you. 
  Sincerely,
  
  Chloe Fevre

  Business Response

  Date: 07/14/2025

  Dear Chloe ******************* you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issues.
  
  We understand your frustration, and we want to help. However, the only method to regain access to your account is by completing the Account Self-Recovery (ACSR) form. Unfortunately, we are unable to validate your account using the information provided in your attachments.
  
  We have reviewed your previously submitted ACSR forms, but they did not contain enough information to verify that you are the rightful account owner. Please visit ********************************** to submit the necessary information. You may submit the form up to two times per day.
  
  We recommend including any details that were not previously provided to improve your chances of successful recovery.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23468366
  
  I am rejecting this response because:
  
  I provided the only information I have through the form. There is only very limited space to respond to questions and zero possibility to provide additional information that could help verify I am the owner of my account. For a company like Microsoft, I simply reject and do not believe your standard response. It is impossible to believe. I want to escalate this case. I have provided all the evidence and your lack of will to help is simply unacceptable. 
  I have read so many complaints about Microsoft customer service and unfortunately I understand why now. Please have a manager look at my case and reset your system to unblock my account.
  
  Chloe Fevre

  Business Response

  Date: 07/21/2025

  Dear Chloe ********* style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  Thank you for contacting Microsoft Corporation via the Better Business Bureau regarding your account recovery issues.
  
  We understand your frustration, and we want to help. However, the only method to regain access to your account is by completing the Account Self-Recovery (ACSR) form. Unfortunately, we are unable to validate your account using the information provided in your attachments.
  
  We have reviewed your previously submitted ACSR forms, but they did not contain enough information to verify that you are the rightful account owner. Please visit ********************************** to submit the necessary information. You may submit the form up to two times per day.
  
  We recommend including any details that were not previously provided to improve your chances of successful recovery.
  
  Sincerely,
  
  Microsoft Corporation

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23468366
  
  I am rejecting this response because it is still a standard and unhelpful response. I will not accept it and Microsoft needs to take responsibility for its inefficient system.
  
  Sincerely,
  
  Chloe Fevre